FacilityOS Support Program & SLA
1. Scope
The FacilityOS platform is a unified suite of workplace, security, and logistics software designed to support modern facility operations. The FacilityOS product portfolio includes the following products and related features (collectively, the “FacilityOS Products”):
- FacilityOS – A unified platform for facility, asset, and visitor management
- ContractorOS – Contractor compliance, onboarding, and management
- VisitorOS – Visitor registration, tracking, and on-site experience management
- LogisticsOS – Asset, package, and logistics tracking across the chain of custody
- EmergencyOS – Emergency response, incident management, and evacuation workflows
- SecurityOS – Physical identity and access management for visitors and employees
Certain FacilityOS Products, including LogisticsOS (LOS), are delivered and supported by affiliated entities within the FacilityOS organization. Support obligations, service levels, response targets, and availability commitments apply on a product-specific basis, as described in this document.
This Support Program and SLA govern the provision of technical support services and availability commitments for FacilityOS Products and does not guarantee specific product functionality, enhancements, or feature development timelines. Where an incident impacts multiple FacilityOS Products, FacilityOS support teams will coordinate efforts to ensure timely investigation and resolution.
2. Support contacts and hours
Support requests are responded to during the designated support hours listed below. Requests received outside of normal support hours will be addressed during the next business day.
| Intra/LogisticsOS | All other products (iLobby Corp) | |
|---|---|---|
| techsupport@facilityos.com | support@facilityos.com | |
| Phone number | (888) 700-7027 | (888) 700-7027 |
| Support hours | Monday to Friday, 8:00am to 8:00pm Eastern Time Excludes applicable holidays |
Monday to Friday, 9:00am to 5:00pm Eastern Time Excludes applicable holidays |
3. Self-service support options
Self-service support resources are available to all customers and are intended to provide quick access to common troubleshooting guidance, instructional materials, and product documentation.
Self-service resources, including help articles and videos, may be accessed at: help.facilityos.com
Self-service resources are available 24x7 and may be updated periodically to reflect product enhancements, configuration changes, and troubleshooting guidance based on known issues.
4. Shared support responsibilities
FacilityOS understands that receiving timely and accurate resolutions from qualified professionals is critical to providing a reliable service and product. Equally important is the Customer’s responsibility to implement appropriate internal processes, training, and procedures to effectively utilize the FacilityOS Products and support services.
FacilityOS provides reasonable technical support to assist with the use of the Services, including guidance, troubleshooting, and issue resolution. Support does not include implementation services, custom development, or ongoing configuration management, which may be subject to separate agreement.
Customer responsibilities include but are not limited to (a) ensuring users are appropriately trained on product functionality; (b) maintaining accurate configurations and system data; (c) providing complete and timely information when submitting support requests; and (d) assigning qualified personnel to assist with issue investigation and resolution.
Failure to meet these shared responsibilities may impact response and resolution timelines.
5. Availability SLA
FacilityOS uses commercially reasonable efforts to ensure that the FacilityOS Products are available 99.9% of the time during each calendar month (the “Availability SLA”).
For the purposes of this Section, “Downtime” means a period during which the FacilityOS platform is unavailable to all users due to a system-wide outage of the core production environment.
Availability is calculated based on total minutes in a calendar month, excluding Downtime and the permitted exclusions described below.
Scheduled maintenance may be performed to maintain, update, or improve the FacilityOS Products and may occur during designated maintenance windows. Where practicable, FacilityOS will provide advance notice of Scheduled maintenance. Scheduled maintenance time is excluded from Availability calculations.
Availability measurements exclude interruptions or service degradation resulting from factors including: (a) factors outside of FacilityOS’s reasonable control, including internet or network failures, force majeure events, or acts of third parties; (b) Customer’s equipment, systems, software, configurations, or misuse of the Services; (c) third-party software, integrations, or services not provided by FacilityOS; (d) suspension of access in accordance with applicable agreements; or (e) emergency maintenance required to address security vulnerabilities or system stability.
Except as expressly set forth in this document or an applicable agreement, the Availability SLA represents Customer’s sole and exclusive remedy for failure to meet Availability commitments.
6. System maintenance and updates
Routine maintenance and upgrades as well as system updates to FacilityOS hosted components of the solution will occur only on Saturdays and Sundays between the hours of 12:00am – 6:00am Eastern Time. With the exception of scheduled updates, the service should be fully accessible for use by authorized users 99.9% of the time, 365 days per year, twenty-four (24 hours per day).
7. Severity definitions
Support requests are classified by severity level based on the impact to system availability, business operations, and number of affected users.
| Severity level | Description | Operational impact |
|---|---|---|
| Severity 1 – Critical | System-wide outage or complete loss of service functionality. | The Service is unavailable or unusable, causing a critical impact to business operations. No reasonable workaround is available. |
| Severity 2 – High | Major functionality is unavailable or severely degraded. | Core features do not function as intended and significantly impact operations. No reasonable workaround is available. |
| Severity 3 – Medium | Partial functionality is impacted. | The Service remains operational, but certain features are impaired. A temporary workaround may be available. |
| Severity 4 – Low | Minor issue or cosmetic defect. | Minimal impact to operations, including non-critical errors, usability issues, or enhancement requests. |
8. Target response and resolution times
All response and resolution times are targets only, are measured during applicable support hours, and are not guaranteed. Resolution may include a workaround, configuration change, software patch, hotfix, or inclusion in a future product release.
| Severity level | Target response time | Target resolution time |
|---|---|---|
| Severity 1 – Critical | 1 business hour | 24 business hours |
| Severity 2 – High | 4 business hours | 2 business days |
| Severity 3 – Medium | 24 business hours | 10 business days |
| Severity 4 – Low | 24 business hours | Next scheduled product update |
Disclaimer
Hosting Services are provided on an as-is-as-available basis without warranties of any kind, either express or implied. Provider expressly disclaims any representation or warranty that the Hosting Services will be error-free or uninterrupted.
SERVICES ARE SUBJECT TO MODIFICATION TO REFLECT CHANGES TO INFRASTRUCTURE, SECURITY, TECHNICAL CONFIGURATIONS, AND APPLICATION FEATURES. CHANGES GENERALLY SHOULD NOT RESULT IN A MATERIAL REDUCTION IN THE LEVEL OF PERFORMANCE OR AVAILABILITY OF THE SERVICES. BY USING THE SERVICES, SUBSCRIBER ACKNOWLEDGES ITS ACCEPTANCE OF THEIR ADEQUACY FOR SUBSCRIBER’S PURPOSES.
This Support Program and SLA are provided for informational purposes and does not modify or supersede the terms of any executed agreement between FacilityOS and the Customer.