PolyFoundry

Managed Service Level Agreement (SLA)

Effective 20 March 2026 - applies to Managed Operations clients

1. Scope

This SLA covers PolyFoundry’s managed OpenClaw agent services, including monitoring, updates, and support for agents installed on client-owned hardware.

2. Availability

Target uptime: 99.5% per calendar month (excluding client-caused outages, hardware failures, or scheduled maintenance).
Maintenance windows: We coordinate patches and upgrades with your team and provide 48 hours’ notice for planned changes.

3. Support hours

Standard support: 09:00-19:00 AEST, Monday-Friday.
Critical incidents: 24/7 on-call coverage via phone/Signal/Telegram as specified in your statement of work.

4. Severity levels & response times

Severity	Definition	Initial response	Target resolution
Sev 1	Agent outage impacting critical workflows	15 minutes	4 hours
Sev 2	Major degradation or failed workflow	1 hour	1 business day
Sev 3	Non-critical bug, data lag, or cosmetic issue	4 business hours	5 business days
Sev 4	Feature request or improvement idea	1 business day	Planned into roadmap

5. Client responsibilities

Provide secure remote access (or on-site access) to the hardware hosting the agent.
Maintain power, network, and vendor credentials required for integrations.
Notify PolyFoundry of any planned infrastructure changes or incidents that could impact the agent.

6. Exclusions

This SLA does not cover issues caused by third-party data sources, client-side configuration changes performed without PolyFoundry approval, or upstream LLM/API outages. Usage-based LLM charges remain the client’s responsibility.

7. Remedies

If we miss the target resolution for Sev 1 or Sev 2 issues, you may claim service credits equal to a percentage of the monthly managed fee, as defined in the services agreement.

8. Contact

Incident contact details are shared privately in each client runbook once onboarding is complete.