1. Uptime Commitment
Flowtriq commits to 99.9% monthly uptime for the API (agent ingestion endpoint) and the dashboard. This corresponds to no more than ~43 minutes of downtime per month.
2. Definitions
"Downtime" means the Service is unavailable or returning errors for more than 1% of requests over a 5-minute window, as measured by our monitoring systems. Scheduled maintenance and beta features are excluded.
3. Service Credits
If monthly uptime falls below the commitment, customers on paid plans are eligible for credits:
- 99.0% – 99.9%: 10% of monthly fee
- 95.0% – 99.0%: 25% of monthly fee
- Below 95.0%: 50% of monthly fee
Credits must be requested within 30 days of the incident by emailing [email protected].
4. Exclusions
The SLA does not apply to downtime caused by: customer-side network issues, force majeure events, DDoS attacks on Flowtriq infrastructure, scheduled maintenance (notified 24h in advance), or abuse that triggers protective measures.
5. Scheduled Maintenance
Scheduled maintenance is announced at least 24 hours in advance via the status page and email. Maintenance is typically performed between 02:00–04:00 UTC on weekdays.
6. Support Response Times
- Critical (service down): 1 hour initial response
- High (degraded service): 4 hours initial response
- Normal (questions/bugs): 1 business day
7. Measurement
Uptime is calculated as: (total minutes - downtime minutes) / total minutes × 100. Historical uptime data is available on the status page.