Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") describes ElasticFlow's uptime commitments and support response times for our platform and services. This SLA applies to customers on paid subscription plans and is incorporated into our Terms of Service.
We are committed to providing reliable, high-performance services. This SLA outlines our commitments and the remedies available if we fail to meet them.
2. Definitions
- "Monthly Uptime Percentage" means the total minutes in a calendar month minus the minutes of Downtime, divided by the total minutes in that month.
- "Downtime" means any period where the core functionality of the Services is unavailable or materially degraded, as determined by our monitoring systems.
- "Service Credit" means a credit applied to your account as compensation for Downtime that falls below our uptime commitment.
- "Scheduled Maintenance" means planned maintenance windows announced at least 72 hours in advance.
3. Uptime Commitment
We commit to maintaining the following Monthly Uptime Percentages based on your subscription plan:
| Plan | Uptime Commitment | Max Monthly Downtime |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.99% | ~4.3 minutes |
Uptime is measured on a monthly basis and calculated using the formula:
4. Service Credits
If we fail to meet our uptime commitment, you may be eligible for Service Credits as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| Less than commitment but ≥ 99.0% | 10% |
| Less than 99.0% but ≥ 95.0% | 25% |
| Less than 95.0% | 50% |
4.1 Requesting Service Credits
To receive Service Credits, you must:
- Submit a request within 30 days of the end of the month in which Downtime occurred
- Email support@elasticflow.app with "SLA Credit Request" in the subject line
- Include your account information and the dates/times of Downtime
4.2 Credit Limitations
- Service Credits are capped at 50% of your monthly fee for that month
- Credits are applied to future invoices and are not redeemable for cash
- Credits expire 12 months after issuance if not used
- Credits are not transferable between accounts
5. Exclusions
The following are not considered Downtime and are excluded from uptime calculations:
- Scheduled Maintenance (announced at least 72 hours in advance)
- Emergency maintenance required for security or stability
- Issues caused by factors outside our reasonable control (force majeure)
- Issues resulting from your actions or your users' actions
- Issues with third-party services or integrations not provided by ElasticFlow
- Network issues between your location and our data centers
- Beta, preview, or free tier services
- Issues resulting from your failure to follow our documentation or recommendations
- DDoS attacks or other malicious activities targeting your account specifically
6. Support Levels
Support response times vary based on issue severity and your subscription plan:
6.1 Issue Severity Levels
Service is completely unavailable or major functionality is severely impacted with no workaround.
Major functionality is impacted but a workaround exists, or minor functionality is severely impacted.
Minor functionality is impacted or general questions about configuration and usage.
General inquiries, feature requests, or documentation questions.
6.2 Response Times
| Plan | P1 Critical | P2 High | P3 Medium | P4 Low |
|---|---|---|---|---|
| Starter | 4 hours | 8 hours | 24 hours | 48 hours |
| Professional | 1 hour | 4 hours | 12 hours | 24 hours |
| Enterprise | 15 minutes | 1 hour | 4 hours | 8 hours |
* Response times are measured during business hours (9 AM - 6 PM PT, Monday-Friday) for Starter and Professional plans. Enterprise plans receive 24/7 support for P1 and P2 issues.
7. Scheduled Maintenance
To ensure optimal performance and security, we perform regular maintenance on our systems:
- Standard Maintenance Window: Sundays, 2:00 AM - 6:00 AM PT
- Advance Notice: At least 72 hours for standard maintenance
- Notification: Via email and status page announcements
- Emergency Maintenance: May occur with shorter notice when required for security or stability
We strive to minimize downtime during maintenance and will communicate expected duration and impact in advance.
8. Reporting & Transparency
We are committed to transparency about our service availability:
- Status Page: Real-time service status at status.elasticflow.app
- Incident Reports: Post-incident reports for significant outages
- Monthly Reports: Available to Enterprise customers upon request
- Historical Uptime: 12-month uptime history available on status page
Subscribe to status updates at status.elasticflow.app to receive notifications about service incidents and maintenance.
9. Contact Us
For SLA-related questions or to request Service Credits:
ElasticFlow Support
Email: support@elasticflow.app
Website: elasticflow.app
Enterprise Support: Enterprise customers have access to dedicated support channels. Contact your Customer Success Manager for details.