Service Level Agreement
Our commitment to uptime, monitoring, and support for paid AutoSAM plans.
1. Uptime Commitment
GovCertix LLC (“AutoSAM”) commits to 99.9% monthly uptime for all paid plans (Pro, Portfolio, and Commander). Uptime is measured as the percentage of total minutes in a calendar month during which the AutoSAM platform is available and operational, excluding scheduled maintenance windows and excluded events defined in Section 5.
Uptime is calculated using synthetic HTTP health checks executed every 60 seconds against the primary application endpoint. An outage minute is recorded when the health check returns a non-2xx response or times out for three consecutive checks. Real-time status is published at status.autosam.io.
2. Monitoring Cadence
AutoSAM runs automated SAM.gov checks on a platform schedule. Entity status is polled multiple times per day; exclusion screening runs daily. Monitoring frequency is not differentiated by plan tier — paid plans unlock active monitoring with alerts.
Monitoring cadence refers to how frequently AutoSAM checks SAM.gov data sources for changes to your tracked entities. Actual alert delivery depends on detected changes and notification preferences.
3. Support Response SLAs
Support response times vary by plan tier:
• Pro — Priority email support; initial response within 24 business hours
• Portfolio — Priority email support; initial response within 12 business hours
• Commander — Dedicated account management; initial response within 4 business hours, with access to a named account manager
Business hours are Monday through Friday, 9:00 AM – 6:00 PM Eastern Time, excluding US federal holidays.
4. Remedies & Service Credits
If AutoSAM fails to meet the 99.9% uptime commitment in a calendar month, affected customers are eligible for service credits as follows:
• 99.0% – 99.9% — 10% credit of that month's subscription fee
• 95.0% – 99.0% — 25% credit of that month's subscription fee
• Below 95.0% — 50% credit of that month's subscription fee
Service credits are applied to future invoices and do not exceed 50% of the monthly subscription fee. Credits are not redeemable for cash.
5. Exclusions
The uptime commitment does not apply during:
• Scheduled maintenance — Announced at least 48 hours in advance via email and the AutoSAM status page
• Force majeure — Events beyond our reasonable control, including natural disasters, acts of government, war, pandemics, or widespread internet outages
• Third-party data source downtime — Outages or degraded performance of SAM.gov or other government data sources that AutoSAM depends on
• Customer actions — Issues caused by the customer's own systems, configurations, or misuse of the platform
6. How to Claim Credits
To request a service credit, email hello@autosam.io within 30 days of the end of the affected calendar month. Include your account email, the affected dates, and a brief description of the downtime experienced. We will verify the claim against our internal monitoring data and apply any eligible credit within 15 business days.
Last updated: March 21, 2026. This SLA applies to paid AutoSAM plans only. Free-tier accounts are provided on an as-is basis without uptime guarantees.