Service Level Agreement

Defined Service Availability Target

A formal monthly uptime target of **99.9%** has been established. Uptime is clearly measured on a per–billing cycle basis. Definitions for uptime and downtime are explicitly documented to ensure transparency.

Monitoring and Measurement Authority

The SLA formally establishes FlowServers' internal and external monitoring systems as the authoritative source for uptime determination. Customer-submitted evidence may be reviewed but does not override our monitoring data.

Explicit Downtime Exclusions

Scheduled and emergency maintenance, DDoS attacks and mitigation actions, user-caused outages or misconfiguration, abuse-related suspensions, third-party provider failures, and force majeure events are excluded from downtime calculations.

Service Credit System

A tiered service credit model is applied based on monthly uptime percentages. Service credits are defined strictly as billing credits toward future invoices. They are non-cash, non-refundable, and non-transferable.

Credit Caps and Limitations

A maximum service credit cap of **25%** per billing cycle has been established. Service credits are the sole and exclusive remedy for SLA violations. Credits do not apply to one-time fees or setup charges.

Extended Downtime Compensation

FlowServers introduces discretionary service extensions for qualifying downtime exceeding **24 consecutive hours**. Extensions are defined as service time additions, not monetary compensation.

Contact Information

To submit an SLA credit request, please contact us via our official Discord server.

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