Effective 1 May 2026
Frameboard commits to the following monthly uptime targets for the core platform (authentication, proposals API, payment processing, and buyer-facing pages).
| Plan | Uptime Target | Max Downtime / Month |
|---|---|---|
| Free / Starter | 99.5% | 3 hours 39 minutes |
| Growth | 99.9% | 43 minutes |
| Business | 99.9% | 43 minutes |
| Enterprise | 99.95% | 21 minutes |
Uptime is measured monthly using external synthetic monitoring. Scheduled maintenance windows (announced 48 hours in advance) are excluded from calculations.
| Severity | Growth | Business | Enterprise |
|---|---|---|---|
| Critical - platform down | 4 hours | 2 hours | 1 hour |
| High - major feature broken | 8 hours | 4 hours | 2 hours |
| Medium - minor issue | 24 hours | 12 hours | 8 hours |
| Low - question or request | 48 hours | 24 hours | 12 hours |
Response times are measured during business hours (Monday to Friday, 09:00 to 18:00 GMT). Enterprise plans receive 24/7 critical-severity support.
All data is encrypted in transit (TLS 1.2+). Daily automated backups are retained for 30 days. In the event of data loss caused by a Frameboard system failure, we will restore from the most recent backup at no charge.
If Frameboard fails to meet the uptime commitment for your plan in a given calendar month, you are entitled to service credits applied to the following month's invoice.
| Downtime Beyond SLA | Credit |
|---|---|
| Up to 2x the allowed downtime | 10% of monthly fee |
| 2x to 5x the allowed downtime | 25% of monthly fee |
| More than 5x the allowed downtime | 50% of monthly fee |
To claim a credit, contact support within 30 days of the incident with a description of the affected period. Credits do not carry over and cannot exceed the monthly subscription fee.
This SLA does not cover downtime caused by: force majeure events, third-party service outages (Stripe, Airtable, Resend) beyond our control, customer-initiated actions, scheduled maintenance announced 48 hours in advance, or beta/preview features explicitly marked as such.
Current system status is published at myframeboard.app/status. Subscribe to incident notifications via the uptime dashboard.