<!-- LLM_VERSION_INFO
FORMAT: text/markdown
CONTENT_TYPE: article
ORIGINAL_URL: https://formic.co/formic-guarantee
ALTERNATE_VERSION: formic-guarantee/index.html (text/html)
EXTRACTION_DATE: 2026-04-18T23:02:30.050Z

This is the markdown version with text-only content (images converted to alt-text).
For rich formatting with images, request the HTML version at: formic-guarantee/index.html
-->

# Formic Guarantee

**The Formic Guarantee**  
At Formic, the success of our customers is our passion. Our business model is built off of a simple premise: we are not successful unless you are. Our interests, and the interests of our customers, are aligned — which is why we built the Formic Guarantee.

To maintain Formic’s uptime and service quality, we focus on five lines of defense:

**1st: Remote Monitoring and Preventative Maintenance**  
Formic’s analytics engine monitors performance and flags issues proactively

**2nd: Support Line**  
Formic’s support staff can remotely log in and resolve basic issues

**3rd: Basic Remote Debugging**  
Formic provides training for your operators to do basic debugging with guidance from our engineering team

**4th: Onsite Visit**  
Formic’s engineers, or our service partners, come on-site to address an issue

**5th: Swap Out Equipment as Needed**  
Formic has replacement parts and can swap out equipment as needed so you don’t stop running

In spite of our continuous monitoring and preventative maintenance there may be times when one of our robotic/automation systems (“System”) does not achieve Formic’s high standards of performance.

At the time of the installation of one of our Systems, Formic will provide each customer with written System performance metrics (the “Service Level Agreement” or “SLA”). If a Formic System does not perform to the SLA metrics (and such performance degradation was not caused by the customer), Formic will provide the customer with rollover hours. Rollover hours are not refunds, but they will allow a customer to use the System for free for future hours equal to those rollover hours. Each System is specifically designed to the exact needs of a customer, so the SLA metrics and the procedure for using any rollover hours that may be earned will be specific to each System and will be fully spelled out in the written material provided to each customer for each System when the System is installed.

Formic always enjoys talking with our customers (or potential customers), so if you have any questions on the Formic Guarantee, or how it works, please reach out to us so we can answer those questions.