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Service Level Agreement

Last updated:

This Service Level Agreement forms part of the Agreement between Flowstate and the Customer. Capitalised terms not defined here have the meaning given in the Terms of Service.

1. Definitions

  • “Availability” means the percentage calculated under clause 4.
  • “Downtime” means any period, measured in minutes, during which the Services are unavailable to all Authorised Users of the Customer, as determined by Flowstate’s monitoring systems, excluding Excluded Events.
  • “Excluded Event” means any event listed in clause 5.
  • “Monthly Fees” means the subscription Fees attributable to the relevant calendar month, excluding Failover Charges, taxes and any one-off fees.
  • “Scheduled Maintenance” means maintenance of which Flowstate gives the Customer advance notice.
  • “Service Credit” means the credit calculated under clause 6.

2. Scope

2.1 Clauses 3, 4 and 6 apply only to Enterprise Plans.

2.2 Self-Serve Plans are provided “as is” and “as available”. Flowstate shall use reasonable endeavours to meet the targets in this Service Level Agreement for Self-Serve Plans, but no Service Credits or other remedies are available.

3. Availability commitment

Flowstate shall use commercially reasonable endeavours to ensure that the Services achieve Availability of at least 99.0% in each calendar month.

4. Calculation

4.1 Availability is calculated as:

Availability = ((Total minutes in month − Downtime) ÷ Total minutes in month) × 100

4.2 Flowstate’s monitoring records are conclusive evidence of Downtime, save in the case of manifest error.

5. Excluded Events

The following do not constitute Downtime:

  • unavailability, degradation or errors of any Third-Party AI Provider, Third-Party Service or upstream infrastructure provider;
  • Scheduled Maintenance;
  • any act or omission of the Customer or its Authorised Users, including Customer Code and the Customer’s configuration;
  • delays in processing writes arising from queuing under the Acceptable Use Policy;
  • suspension or restriction of the Services under the Agreement;
  • features designated as beta, preview or early access;
  • the Customer’s internet connectivity or equipment; and
  • any event of force majeure.

6. Service Credits

6.1 If Availability falls below 99.0% in a calendar month, the Customer shall be entitled to a Service Credit calculated as:

Service Credit = Monthly Fees × (Downtime ÷ Total minutes in month)

6.2 The Service Credit for any calendar month shall not exceed the Monthly Fees for that month.

6.3 To claim a Service Credit, the Customer must submit a written request through its designated support channel within 30 days of the end of the affected month, specifying the dates and times of the Downtime. Claims not submitted in accordance with this clause are waived.

6.4 Flowstate shall apply any Service Credit to the Customer’s next invoice. Where no further invoice will be issued, Flowstate shall pay the Service Credit to the Customer.

6.5 Service Credits shall not be available while any undisputed Fees are overdue.

6.6 Service Credits are the Customer’s sole and exclusive remedy for any failure to meet the availability commitment in clause 3.

7. Incident notification

Flowstate shall publish notice of incidents affecting Availability at status.flowstate.inc and notify affected customers by email without undue delay.

8. Support

8.1 Flowstate shall use reasonable endeavours to provide an initial response to support requests within the times below. Response times run from receipt of a request through the correct support channel and refer to Flowstate’s first substantive response, not to resolution.

SeverityDefinitionInitial response time
SEV0The Services are unavailable to all Authorised Users, or Customer Data is at risk of loss or compromise, with no workaround24 hours
SEV1A core feature is unavailable or materially degraded, with no workaround48 hours
SEV2A feature does not operate as documented, or a workaround is available120 hours
SEV3A minor issue, general question or feature requestNo target

8.2 Flowstate shall determine the severity of each request, acting reasonably.

8.3 Failure to meet a response time does not give rise to any Service Credit or other remedy.

9. Support channels

9.1 Customers on Self-Serve Plans shall submit requests to support@flowstate.inc.

9.2 Customers on Enterprise Plans shall submit requests only through the support channel specified in their Order Form. Response times apply only to requests submitted through that channel.

9.3 Security vulnerabilities and incidents shall be reported immediately to security@flowstate.inc.