This Service Level Agreement ("SLA") describes ElasticFlow's uptime commitments and support response times for our platform and services. This SLA applies to customers on paid subscription plans and is incorporated into our Terms of Service.
We are committed to providing reliable, high-performance services. This SLA outlines our commitments and the remedies available if we fail to meet them.
We commit to maintaining the following Monthly Uptime Percentages based on your subscription plan:
| Plan | Uptime Commitment | Max Monthly Downtime |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.99% | ~4.3 minutes |
Uptime is measured on a monthly basis and calculated using the formula:
If we fail to meet our uptime commitment, you may be eligible for Service Credits as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| Less than commitment but ≥ 99.0% | 10% |
| Less than 99.0% but ≥ 95.0% | 25% |
| Less than 95.0% | 50% |
To receive Service Credits, you must:
The following are not considered Downtime and are excluded from uptime calculations:
Support response times vary based on issue severity and your subscription plan:
Service is completely unavailable or major functionality is severely impacted with no workaround.
Major functionality is impacted but a workaround exists, or minor functionality is severely impacted.
Minor functionality is impacted or general questions about configuration and usage.
General inquiries, feature requests, or documentation questions.
| Plan | P1 Critical | P2 High | P3 Medium | P4 Low |
|---|---|---|---|---|
| Starter | 4 hours | 8 hours | 24 hours | 48 hours |
| Professional | 1 hour | 4 hours | 12 hours | 24 hours |
| Enterprise | 15 minutes | 1 hour | 4 hours | 8 hours |
* Response times are measured during business hours (9 AM - 6 PM PT, Monday-Friday) for Starter and Professional plans. Enterprise plans receive 24/7 support for P1 and P2 issues.
To ensure optimal performance and security, we perform regular maintenance on our systems:
We strive to minimize downtime during maintenance and will communicate expected duration and impact in advance.
We are committed to transparency about our service availability:
Subscribe to status updates at status.elasticflow.app to receive notifications about service incidents and maintenance.
For SLA-related questions or to request Service Credits:
Enterprise Support: Enterprise customers have access to dedicated support channels. Contact your Customer Success Manager for details.