FlowApp

Service Level Agreement

Service commitments and performance guarantees

Last updated: July 19, 2024

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Our legal documents are provided in English as the authoritative version. While navigation and interface elements are available in multiple languages, the legal content remains in English to ensure accuracy and legal validity. This is standard practice for B2B enterprise software platforms.

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Our Service Level Agreement defines performance commitments and support standards for FlowApp services. SLA terms vary by subscription tier and deployment type.

1SLA Overview

This Service Level Agreement defines the service commitments for FlowApp software and support services.

SLA Coverage:

  • • Software availability and performance
  • • Support response times and resolution
  • • Scheduled maintenance windows
  • • Service credit remedies

2Uptime Commitment

We commit to the following uptime levels based on your subscription tier: Community (99.0%), Professional (99.5%), Enterprise (99.9%).

Uptime Commitments by Tier:

Community
99.0%
Uptime

Support Response:

Best effort

Support Channels:

Community Forum, Documentation

Professional
99.5%
Uptime

Support Response:

48 hours

Support Channels:

Email Support, Documentation, Live Chat

Enterprise
99.9%
Uptime

Support Response:

4 hours

Support Channels:

Phone Support, Priority Email, Live Chat, Dedicated Account Manager

3Support Response Times

Support response times vary by tier: Community (best effort), Professional (48 hours), Enterprise (4 hours for critical issues).

Support Priority Levels:

Critical (P1)

System down, data loss, security breach

Target Response: 1-4 hours

High (P2)

Major functionality impaired

Target Response: 4-24 hours

Medium (P3)

Minor functionality issues

Target Response: 1-3 business days

Low (P4)

General questions, feature requests

Target Response: 3-5 business days

4Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits as outlined in your agreement.

Service Credit Calculation:

Uptime Percentage
  • 99.9% - 99.0%: 10% credit
  • 99.0% - 95.0%: 25% credit
  • Below 95.0%: 50% credit
Credit Terms
  • Applied to next billing cycle
  • Maximum 100% of monthly fee
  • Must be claimed within 30 days

5SLA Exclusions

This SLA does not apply to service interruptions caused by factors outside our reasonable control, including customer actions or third-party services.

SLA commitments do not apply during scheduled maintenance windows or in cases of force majeure, customer-caused issues, or third-party service failures.

Common Exclusions:

  • • Scheduled maintenance (with 48-hour notice)
  • • Customer configuration errors
  • • Internet connectivity issues
  • • Third-party service dependencies
  • • Force majeure events
  • • Denial of service attacks

6Performance Monitoring

We continuously monitor our services to ensure SLA compliance and provide transparent reporting on system performance.

Monitoring Includes:

  • • Real-time system health checks
  • • Performance metrics collection
  • • Automated alerting systems
  • • Monthly SLA compliance reports
  • • Incident post-mortems
  • • Public status page updates
Service Level Agreement | FlowApp