Service Level Agreement (SLA) – n8n Monitoring & Support
Last updated: 14 September 2025
This SLA sets the service levels for n8n monitoring and support provided by Technophobia Ltd. It applies to active plans on systems we host or systems you host that we monitor.
1. Plans overview
| Feature | Bronze | Silver | Gold |
|---|---|---|---|
| Workflows covered | Up to 10 named workflows | Up to 25 named workflows | Unlimited named workflows (reasonable use) |
| Monitoring | 5-min checks, failure alerts | 1-min checks, failure + latency alerts | Real-time event hooks, failure/latency/queue alerts |
| Alert routing | Email + Slack/Teams | Email + Slack/Teams + SMS (P1) | |
| Response target (P1) | 2 business hours | 1 business hour | 30 minutes (incl. limited OOH) |
| Hours | Mon–Fri 09:00–17:30 UK | Mon–Fri 08:00–18:00 UK | Mon–Fri 08:00–18:00 UK + on-call P1 08:00–22:00 |
| Monthly review | Digest email | 30-min call | 60-min call + roadmap |
| Change window | By request | Weekly slot | Twice-weekly slots |
| Price (per month) | from £450 | from £850 | from £1,600 |
Prices exclude VAT. Final pricing depends on volume, hosting, and integrations. See n8n Monitoring & Support for scope.
2. Priorities and targets
| Priority | Definition | Response target | Work start target |
|---|---|---|---|
| P1 | Production outage or critical data loss. Revenue-blocking or statutory deadline at risk. | Bronze 2h • Silver 1h • Gold 30m | Bronze 4h • Silver 2h • Gold 1h |
| P2 | Major feature degraded, high failure rate, manual workarounds needed. | Bronze 4h • Silver 2h • Gold 1h | Bronze Next business day • Silver Same day • Gold Same day |
| P3 | Minor defect, cosmetic issue, or improvement request. | 1 business day | Within scheduled change window |
Response is our first human acknowledgement. Work start is hands-on investigation or fix attempt.
3. Support hours and channels
- Business hours: Mon–Fri, 09:00–17:30 UK (Bronze); 08:00–18:00 UK (Silver/Gold). Excludes UK public holidays.
- Channels: Email support, shared Slack/Teams channel (Silver/Gold), SMS for P1 (Gold).
- Out of hours (Gold): On-call for P1 08:00–22:00 UK. For 22:00–08:00, we triage next morning unless agreed otherwise.
4. What we monitor
- Workflow run failures and retries
- Webhook/trigger availability and latency
- Queue depth and stuck jobs
- API quota and rate-limit events
- n8n health checks and job metrics
- Host resources (CPU, RAM, disk), SSL expiry, domain/endpoint reachability
5. In scope / Out of scope
In scope
- Named n8n workflows and environments listed in the plan
- Break/fix for supported nodes and configurations
- Small tweaks (env vars, timeouts, retries, alerts)
- Vendor-announced deprecations: advice and minor remaps
Out of scope
- New features, new integrations, or large refactors
- Issues caused by third-party outages or your upstream systems
- Unsupported custom code without prior review
- Bulk historical data repair or data entry
Out-of-scope work can be quoted or handled via an Automation Fix Day.
6. Incident process
- Detect: monitor detects issue and opens a ticket.
- Acknowledge: we confirm within the response target.
- Stabilise: rollback or hotfix to restore service.
- Fix: apply a durable fix and test.
- Review: summary with cause, impact, and actions (Silver/Gold always; Bronze on request).
7. Changes and releases
- Change requests raised via email or ticket.
- We schedule in your plan’s change window.
- We test in a non-prod environment when available; we keep rollback steps.
- We avoid breaking changes during your trading peaks.
8. Reporting
- Bronze: monthly digest email (uptime, failures, actions).
- Silver: monthly report PDF + 30-min call.
- Gold: monthly report + 60-min call + quarterly roadmap.
9. Security and data protection
- MFA and least-privilege on admin access.
- Secrets stored outside code; rotation on change.
- Logs retained 30–90 days unless agreed otherwise.
- Our Privacy Policy and DPA apply.
10. Service credits (optional)
You can opt-in to credits on Silver/Gold plans:
- Missed P1 response target: credit 5% of monthly fee per breach, capped at 25% per month.
- Credits do not apply where the root cause is a third-party outage or your upstream system.
11. Onboarding and exit
Onboarding
- List environments and named workflows
- Provide read access to n8n and hosting console
- Set up alert channels and escalation contacts
- Baseline health and create a rollback plan
Exit
- We hand back credentials and docs
- We remove our access within 5 working days
- We delete or return data per the DPA
12. Contact and escalation
Support: hello@technophobia.uk · +44 1229 774591
Escalation: reply “ESCALATE” in your ticket or Slack channel; we escalate to a senior engineer and a director.
Book a scope call to start or upgrade a plan.