Last updated: 23/07/2025
This Service Level Agreement ("SLA") forms part of the contractual agreement between Abstract Machines and its customers. It outlines the expected performance and availability levels for our services and defines the remedies available to customers in the event that these service levels are not met.
The purpose of this SLA is to ensure a clear understanding of service expectations, responsibilities, and escalation procedures in order to maintain a consistent and reliable customer experience.
This SLA applies to the following services provided by Abstract Machines:
Support and service guarantees may vary depending on the subscription level or customer contract. Specific commitments for custom deployments are outlined in corresponding service orders.
Abstract Machines operates on an 8-hour workday aligned with Central European Time (CET), starting at 08:00 CET (Serbia local time). Our globally distributed team aligns their hours accordingly to ensure full team availability during this core window. We are not available during weekends, global public holidays, or scheduled internal maintenance windows.
While we do not guarantee 24/7 support coverage, we commit to providing timely responses during business hours. At present, users on the free tier benefit from a 100% response commitment—as long as inquiries are submitted during the active support window. This policy will evolve into a more formalized structure, with separate community and enterprise tiers defining available support channels and SLAs.
Customers and users may reach Abstract Machines through the following official channels:
These channels are monitored during our operating hours, and all requests are logged and handled in accordance with our internal support workflow.
Abstract Machines communicates planned maintenance, upgrades, and major version changes through multiple channels to ensure transparency and awareness. All significant updates are published on our official blog, with technical release notes visible on our GitHub repositories once merged into the main branch. Our documentation is also updated to reflect any relevant changes to APIs, features, or usage guidelines.
Abstract Machines offers tiered support plans based on subscription level. Support is accessible via email, ticketing systems, or other designated channels. Response times vary based on incident severity and plan type.
| Plan | Support Availability | Response Time (Severity 1) |
|---|---|---|
| Trial | Community support via public channels (GitHub, Matrix, LinkedIn) | Best effort (during working hours) |
| Starter | Mon–Fri, 08:00–17:00 CET (Community support) | < 8 Business Hours |
| Business | Mon–Fri, 08:00–17:00 CET (Priority via community channels) | < 4 Business Hours |
| Enterprise | Custom SLA available — 24/7 or extended hours optional | < 1 Hour (with contract) |
Severity levels are defined based on impact to service continuity and customer operations, with onboarding guidelines provided. The free tier allows access to community support channels only, with prompt responses during operational hours.
Resolution of a support request may occur through any of the following outcomes:
Abstract Machines engineers will make reasonable and diligent efforts to perform the requested support services and will clearly communicate any proposed workarounds or limitations. Customers acknowledge that the accuracy and completeness of the information they provide directly impacts our ability to resolve the issue.
In certain cases, support engineers may require access to system logs or relevant data to assist in troubleshooting, in accordance with our privacy and security policies.
All reported incidents are logged, categorized by severity, and addressed accordingly. Critical incidents (Severity 1) affecting production systems trigger immediate escalation to our on-call response team and are prioritized for resolution with continuous status updates provided.
Non-critical issues receive timely responses based on complexity and severity, with clear communication throughout. Post-resolution, customers may receive a root cause analysis and mitigation plan when applicable.
We perform daily encrypted backups of all critical platform metadata, including user credentials, dashboards, client/channel metadata, and group structures. Backups are retained for 7 days, with custom retention available for Enterprise clients.
We use CI/CD pipelines with automatic rollback procedures. Our deployments utilize blue-green or canary strategies to ensure continuity and safe releases across all platform services.
All traffic is encrypted in transit using TLS/SSL, including API access, MQTT/CoAP messaging, and service-to-service communication. Where feasible, data at rest is also encrypted.
To preserve system performance and fairness across tenants, we implement rate limiting on all major interfaces. Exceeding these limits may result in temporary throttling or access denial.
Our platform is continuously monitored using observability tooling. We welcome responsible disclosure of security issues at support@abstractmachines.fr.
Abstract Machines follows IoT and cloud-native security standards. Protocols like MQTT and CoAP are implemented per IETF and industry guidelines. We maintain observability and strict access control across all infrastructure tiers, including integrations with WebAssembly and LoRaWAN ecosystems.