Service levels
Draft for review by an Australian lawyer; not yet in force. Version 2026-10-27. These are the commitments behind the terms and the maker agreement. Where a number lives in code it is cited.
Review gate
| Commitment | Level |
|---|
| Automated checks on a submitted version | Start within 5 minutes (the worker runs every 5 minutes) |
| A version that needs a person | Decided within 48 hours (policy.review.slaHours) |
| What the maker sees | The full gate report: tests, hidden score, safety and standard findings with locations, duplicate flags, decision and notes. Never the hidden cases. |
Maker support to buyers
| Commitment | Level |
|---|
| First reply on a support ticket | Within 24 hours; ranking credit falls to zero at 168 hours (policy.ranking.responseGoodHours, responseBadHours) |
| Keeping a listed version working | Fix within a reasonable time after a provider change; health checks tell buyers in the meantime |
| Felag's own support | First reply within 1 business day (Australian Eastern time) |
Hosted runtime
| Commitment | Level |
|---|
| Availability target for the app, API and MCP server | 99.5% monthly, excluding announced maintenance |
| A run that fails because of a Felag fault | Credits returned automatically; the run can be re-queued |
| A run that fails because a provider is down | Shown on health; not charged beyond the inference already spent; retried on the next trigger |
| Credits | Never go negative (policy.credits.allowNegativeCents); a run that would do so pauses and asks |
| Sign-off requests | Delivered to the app at once; the action waits indefinitely until approved or rejected |
| Health checks on connections and installed automations | Hourly |
| Ranking recompute | Hourly; new listings get 10% of impressions for 60 days |
Payouts
| Commitment | Level |
|---|
| Standalone earnings | Paid monthly after the 30-day new-maker hold |
| Pool shares | Computed after the month closes; paid one month later (policy.membership.holdMonths) |
| Statements | Available at any time in the maker dashboard: gross, processor estimate, Felag share, net, pool basis |
Incidents and status
- Incidents affecting many buyers are announced in the app within 1 hour of confirmation, with updates at least every 4 hours until resolved and a written summary within 5 business days.
- Security incidents follow the privacy policy and the data processing addendum (72-hour notice to company customers).
- Announced maintenance is posted at least 48 hours ahead and scheduled outside Australian business hours where possible.
The standard every automation meets
The constant layer (docs/STANDARD.md): one way to connect tools, one vault for keys, the same four-step install, sign-offs before anything that matters, one health page, one update action, one removal action. The gate enforces it; a version that breaks it is not listed.
What these levels are not
They are targets Felag works to and reports against, not warranties, except where the Australian Consumer Law makes them so. The remedies for missing them are the ones in the terms: returned credits for failed runs, the right to cancel, and the consumer guarantees where they apply.