Pursuant to this service level agreement (“SLA”), we provide a 99.9% uptime commitment for each of our fiscal quarters for all customers. If we fall short of our 99.9% uptime commitment and your workspace is affected, we’ll add a service credit to your account for future use.
To review your current and historical uptime, visit your provided status page.
SLA breakdown
Downtime
Downtime is the overall number of minutes the Services were unavailable during our fiscal quarter (i.e., 1 February to 30 April and every three-month period thereafter). We calculate unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests and website tests.
Downtime excludes the following:
- Slowness or other performance issues with individual features (search, file uploads, etc.)
- Issues that are related to external apps or third parties
- Any products or features identified as pilot, alpha, beta or similar
- External network or equipment problems outside of our reasonable control such as bad routing tables between your internet service provider (ISP) and our server
- Scheduled downtime for maintenance
Uptime commitment
Uptime is the percentage of total possible minutes the Services were available during a fiscal quarter. Our commitment is to maintain at least 99.9% uptime:[(total minutes in quarter – downtime) / total minutes in quarter] >99.9%
Scheduled downtime
Sometimes we need to perform maintenance to keep the Services working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours’ advance notice.
Release schedules
For details on planned releases and maintenance schedules, please refer to the Lets Flo Release Schedule Policy, which is available upon request.
Service credit
If Lets Flo fails to meet its uptime commitment or Support SLA obligations, customers may be eligible for service credits as outlined in our Service Credit Policy. Service credits are capped at a maximum of 30 days of Fees paid during the affected period and are applied to future invoices.
A service credit is not a refund, it cannot be exchanged into a cash amount, it is capped at a maximum of 30 days of the Fees paid for the Services, it requires you to have paid any outstanding invoices and expires upon termination of your Contract. A service credit is the sole and exclusive remedy for any failure by us to meet our obligations under this SLA.
Note, downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive a service credit during an outage in their region, while other accounts in other regions that have not been similarly affected will not.
Updates to this SLA
As our business evolves, we may change the terms of this SLA. If we do, we will notify you by email.
Contact Information
For questions about this SLA, please contact Lets Flo Support at support@letsflo.co.