This Service Level Agreement (SLA) defines the commitments FrameCounsel makes to Enterprise customers regarding service availability, support response times, and remedies for service disruptions.
Effective Date: January 1, 2026 | Last Updated: February 27, 2026
FrameCounsel is a native macOS application that processes all video analysis, AI inference, and report generation entirely on your local hardware. The core application does not depend on any cloud service to function.
This SLA covers peripheral services only: software update delivery, license validation, and the FrameCounsel support infrastructure. Core FrameCounsel functionality is completely unaffected by service disruptions covered under this agreement because all analysis runs on your machine.
Service availability commitment for peripheral services
Monthly Uptime Guarantee
For license validation, update delivery, and support services
FrameCounsel guarantees that peripheral services (license validation, update delivery, support infrastructure) will maintain at least 99.9% uptime during each calendar month, measured as the total minutes in the month minus downtime minutes, divided by total minutes in the month. This equates to no more than 43.8 minutes of unplanned downtime per month. Core on-device analysis is unaffected by any service disruption.
Software Update Delivery
Distribution of application updates and patches
License Validation
License activation and periodic verification
Admin Dashboard
Enterprise license management and seat administration
Support Infrastructure
Help desk, ticketing, and live support systems
Guaranteed response and resolution targets by severity level
Complete service outage affecting license validation or update delivery. No workaround available.
Response
1 hour
Updates
Every 2 hours
Resolution Target
4 hours
Major feature degradation affecting license management or update services. Workaround may be available but is not sustainable.
Response
4 hours
Updates
Every 8 hours
Resolution Target
24 hours
Partial service degradation with limited impact. Core on-device functionality is unaffected. Workaround is available.
Response
8 hours
Updates
Every 24 hours
Resolution Target
72 hours
Minor issues, cosmetic defects, or general inquiries. No impact on core functionality or cloud-optional services.
Response
24 hours
Updates
As needed
Resolution Target
5 business days
How incidents are categorized and prioritized
| Level | Impact | Examples | Response |
|---|---|---|---|
| P1 - Critical | Complete outage | License validation down, all update services unavailable, support infrastructure unreachable | 1 hour |
| P2 - High | Major degradation | Intermittent license issues, update distribution delays, admin dashboard unavailable | 4 hours |
| P3 - Medium | Partial degradation | Slow update delivery, non-critical feature issues, documentation errors | 8 hours |
| P4 - Low | Minimal impact | Feature requests, cosmetic issues, general inquiries, improvement suggestions | 24 hours |
Scheduled maintenance procedures and advance notification requirements
Financial remedies when uptime commitments are not met
| Monthly Uptime | Service Credit | Classification |
|---|---|---|
| 99.9% - 99.5% | 10%of monthly fee | Minor service disruption |
| 99.5% - 99.0% | 25%of monthly fee | Significant service disruption |
| Below 99.0% | 50%of monthly fee | Major service failure |
Claim Process: Service credits must be requested within 30 days of the month in which the downtime occurred. Credits are applied to the next billing cycle and do not exceed 50% of the monthly fee for the affected month.
Credit Calculation: Downtime is measured from the time the issue is reported to FrameCounsel support or detected by our monitoring systems (whichever is earlier) until service is restored and verified.
Circumstances not covered by this Service Level Agreement
Force majeure events including natural disasters, acts of war, terrorism, pandemics, or government actions
Customer-caused issues including misconfiguration, unauthorized modifications, or use outside documented parameters
Scheduled maintenance windows with at least 72 hours advance notice
Issues caused by third-party software, hardware, or network providers outside FrameCounsel's control
Beta, preview, or pre-release features explicitly marked as not covered by the SLA
Connectivity issues attributable to the customer's internet service provider or local network
Clear chain of responsibility for incident resolution
Initial point of contact for all support requests. Handles triage, diagnostics, and resolution of standard issues.
Immediate
Escalation for issues requiring deeper technical investigation, code-level debugging, or specialized domain knowledge.
Within 2 hours of L1 escalation
Escalation for critical issues requiring architectural decisions, emergency patches, or cross-team coordination.
Within 4 hours of L2 escalation
Final escalation for P1 incidents exceeding resolution targets, systemic failures, or issues requiring executive decision-making.
Within 1 hour of L3 escalation for P1
Our team is available to discuss SLA terms, negotiate custom agreements for large deployments, or provide additional documentation for your procurement process.
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