Routario SLA and Support Policy
Effective date: 8 June 2026
This SLA and Support Policy describes support channels, response targets, availability targets, severity levels, maintenance, and exclusions for Routario.
1. Scope
This policy applies to paid Routario subscriptions where incorporated by an Order Form.
Trial, beta, free, experimental, or custom services are provided on a best-effort basis unless expressly agreed otherwise.
2. Support Channels
Supported channels may include:
- email support: hello@routario.com
- support portal: not currently available
- in-app support: where available
- dedicated channel: only for Priority or Enterprise customers where agreed
Support requests submitted outside agreed channels may not be subject to response targets.
3. Business Hours
Unless otherwise agreed, business hours are Monday to Friday, 9:00–17:00 CET/CEST, excluding public holidays in the Czech Republic.
Priority or Enterprise support may include extended hours if stated in the Order Form.
4. Support Tiers
| Support tier | Included in | Response target | Notes |
|---|---|---|---|
| Starter | trials / early pilots | best effort | no formal SLA |
| Standard | standard paid plans | P1: 1 business day; P2: 2 business days | business hours only |
| Priority | higher paid plans | P1: 4 business hours; P2: 1 business day | priority queue |
| Enterprise | custom | custom | defined in Order Form |
Response target means acknowledgement of the support request and initial triage. It does not mean guaranteed resolution within that time.
5. Severity Levels
| Severity | Description | Examples |
|---|---|---|
| P1 Critical | Production service is unavailable or a core function is unusable for most users | login outage, API unavailable, workspace inaccessible |
| P2 High | Major functionality is impaired and no reasonable workaround exists | document processing failure, key workflow broken |
| P3 Normal | Non-critical bug or degraded functionality with workaround | UI issue, partial integration issue |
| P4 Low | Question, configuration request, minor defect, feature request | how-to question, enhancement idea |
The Provider may reclassify severity based on actual impact and available information.
6. Availability Target
Unless otherwise stated in the Order Form:
| Plan / tier | Monthly availability target |
|---|---|
| Starter / Trial | no formal target |
| Standard | 99.0% |
| Priority | 99.5% |
| Enterprise | custom |
Availability is measured for the core Routario application and API endpoints selected by the Provider or shown on the public status page.
7. Exclusions from Availability Calculation
Downtime does not include unavailability caused by:
- planned maintenance;
- emergency maintenance required for security or stability;
- Customer systems, devices, browsers, networks, identity providers, or configurations;
- third-party services outside the Provider’s reasonable control;
- force majeure events;
- beta, preview, or experimental features;
- misuse, abuse, excessive load, or breach of the Agreement;
- suspension for non-payment or security reasons.
8. Planned Maintenance
The Provider will use reasonable efforts to schedule planned maintenance at low-impact times and provide advance notice where practicable.
Emergency maintenance may be performed without prior notice where needed to protect the service, customers, data, or infrastructure.
9. Incident Communication
For material incidents, the Provider may communicate via:
- public status page:
https://status.routario.comonce available; - email to administrators;
- in-app notifications;
- support portal updates.
Incident updates will be provided at reasonable intervals based on severity and available information.
10. Service Credits
No service credits apply unless expressly stated in the Order Form.
For early-stage Routario customers, the recommended default is no automatic service credits. Enterprise customers may negotiate credits or termination rights separately.
11. Customer Responsibilities
The Customer must:
- submit support requests through supported channels;
- provide sufficient detail to reproduce or investigate the issue;
- maintain current admin and technical contact details;
- cooperate reasonably in troubleshooting;
- avoid unsupported configurations or excessive use.
12. Beta and AI Features
Beta, preview, experimental, or AI-assisted features may be excluded from SLA commitments unless expressly stated otherwise.
AI outputs are not guaranteed to be accurate, complete, or suitable for a particular use case.