Flowy Service-Level Agreements (SLA)

This document presents the Service Level Agreements (SLAs) specifically for the hosted version of Flowy Enterprise Edition, divided into three tiers.

Standard SLA

  • Availability: 99% uptime guarantee during business hours, excluding scheduled maintenance windows.
  • Support: Email and ticket-based support with a response time of 24 business hours for critical issues and 96 business hours for non-critical issues.
  • Maintenance: Regularly scheduled maintenance with a minimum of 72-hour advance notice.
  • Data backups: Daily automated data backups with a 7-day retention period.
  • Incident response time: As soon as possible during business hours.

Gold SLA

  • Availability: 99.5% uptime guarantee during extended business hours, excluding scheduled maintenance windows. Extended business hours are typically longer than standard business hours and may include evenings or weekends, depending on the company's specific operating requirements.
  • Support: Priority email and ticket-based support with a response time of 8 business hours for critical issues and 24 business hours for non-critical issues.
  • Maintenance: Regularly scheduled maintenance with a minimum of 7-day advance notice.
  • Data backups: Daily automated data backups with a 14-day retention period and an option for on-demand backups.
  • Reaction time to incident: Within 8 business hours for critical issues and within 24 business hours for non-critical issues.

Platinum SLA

  • Availability: 99.75% uptime guarantee 24/7, excluding scheduled maintenance windows.
  • Support: Dedicated account manager, priority email, ticket-based, and phone support.
  • Maintenance: Regularly scheduled maintenance with a minimum of 14-day advance notice and the option to choose preferred maintenance windows.
  • Data backups: Daily automated data backups with a 30-day retention period, on-demand backups, and an option for custom backup schedules.
  • Reaction time to incident:
    • With 24/7 support: Within 4 hour for critical issues and within 12 hours for non-critical issues, 24/7.
    • Without 24/7 support: Within 4 business hour for critical issues and within 12 business hours for non-critical issues.

24/7 support is available as a premium option.

Definitions of Terms

Chat Support

Provided through designated collaboration platforms, specifically Microsoft Teams and/or Slack. The customer will be expected to have one of these platforms installed and operational to receive chat support.

Business Hours

Business hours are defined as 9:00 AM to 5:00 PM (17:00), Monday to Friday, Central European Time (CET), which is GMT+1 during standard time and GMT+2 during daylight saving time. These hours exclude public holidays in Vienna, Austria.

Extended Business Hours

Extended business hours are defined as 7:00 AM to 8:00 PM (20:00), Monday to Friday, Central European Time (CET), which is GMT+1 during standard time and GMT+2 during daylight saving time. These hours also exclude public holidays in Vienna, Austria.