Service Level Agreement (SLA)

Version 1.5 | Last Updated: January 2025

ClientFlow commits to 99.9% uptime for PRO and Team tier customers, with proactive monitoring, incident response, and service credits for downtime.

Uptime Commitments

Tier	Monthly SLA	Downtime Allowance	Service Credits
Free	Best Effort	No SLA	No credits
Starter	Best Effort	No SLA	No credits
PRO	99.9%	43.2 minutes/month	Yes
Team	99.9%	43.2 minutes/month	Yes

Support Response Times

Tier	Critical (S1)	High (S2)	Normal (S3)	Low (S4)
Free	Best Effort	Best Effort	Best Effort	Best Effort
Starter	4 hours	8 hours	24 hours	72 hours
PRO	1 hour	4 hours	8 hours	24 hours
Team	30 minutes	2 hours	4 hours	12 hours

Incident Severity Levels

Severity 1 (Critical)

Complete service outage affecting all users (login failure, database offline, data loss).

• Target Resolution: 4 hours
• Updates: Every 30 minutes until resolved
• Post-Mortem: Published within 72 hours

Severity 2 (High)

Major feature unavailable but service partially functional (payment tracking broken, email reminders not sending).

• Target Resolution: 12 hours
• Updates: Every 2 hours until resolved

Severity 3 (Normal)

Minor feature broken with workaround available (export CSV fails but JSON works).

Severity 4 (Low)

Cosmetic issues, feature requests, documentation questions.

Service Credits

If monthly uptime falls below 99.9%, PRO/Team customers receive service credits:

Actual Uptime	Service Credit
99.0% - 99.8%	10% of monthly fee
95.0% - 98.9%	25% of monthly fee
< 95.0%	50% of monthly fee

What Counts as Downtime

Counts as Downtime

• HTTP 500, 502, 503, 504 errors (server errors)
• Database unavailable
• Login page inaccessible
• Dashboard won't load

Does NOT Count

• Scheduled maintenance (announced 7 days in advance)
• Third-party service outages (WhatsApp, iyzico, Resend)
• Client-side issues (internet, browser, firewall)
• Force majeure (natural disasters, government actions)

Maintenance Windows

• Frequency: Monthly (typically first Sunday)
• Duration: Max 2 hours (2:00 AM - 4:00 AM UTC)
• Notice: 7 days advance via email + status page

Monitoring & Reporting

• External Monitoring: UptimeRobot + Pingdom (checks every 60 seconds)
• Alerting: PagerDuty alert within 5 minutes of detection
• Monthly SLA Reports: Delivered to PRO/Team customers

Contact

Support Email: support@clientflow.center

Escalations Email: escalations@clientflow.center

Status Page: https://status.clientflow.center

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Read time: ~10 minutes | Audience: Enterprise, IT Teams