SLA
Enterprise plans can include documented service levels and support expectations in the executed agreement. Other plans operate on a best-effort basis.
Foundation
- No contractual SLA by default.
- Standard email support (business hours); response time varies.
- Platform access to FormaOS Trust Center for buyer review.
Growth
- No contractual SLA by default; best-effort service model.
- Priority email support with faster handling than Foundation.
- Security review artifacts available via Trust Center for procurement.
Scale
- No contractual SLA by default; the same best-effort service model as Growth.
- Priority email support, covering every site on the plan.
- Security review artifacts available via Trust Center for procurement.
- Contractual availability targets require an Enterprise agreement.
Enterprise
- Executed agreements can define availability targets and support expectations.
- Incident handling, escalation paths, and reporting cadence are documented during contracting.
- Dedicated success support and named escalation path.
- Maintenance communications and planned change notices follow the agreed service terms.
- SAML 2.0 SSO, MFA enforcement, and AU-hosted deployment options are reviewed during solution design.
- Service reporting and any contractual remedies are handled through the executed agreement.
Status and uptime signals
Live platform health is published without sign-in at formaos.com.au/status. It reports current subsystem checks and audit-chain anchoring rather than a historical uptime percentage.
Need a signed service schedule or support addendum? Use the security review walkthrough to align on procurement requirements.