Service Level Agreement
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This Service Level Agreement ("SLA") is incorporated into the Agreement between SiteFlows and Operator. It applies only to Operators on the Professional ($89) and Business ($179) tiers and to features hosted by SiteFlows. Free tiers and Worker App accounts are excluded.
1. Uptime Commitments
2. Definitions
The Service is reachable from the public internet and core API endpoints respond with HTTP 200 within 5 seconds.
Any continuous period of 5 minutes or longer during which the Service is not Available, excluding Permitted Maintenance and Excluded Events.
(Total minutes in calendar month − Downtime minutes) / Total minutes × 100.
3. Service Credits
Credits are issued against the next monthly invoice and are non-cash. Operator must request credits in writing within 30 days of the affected month, including the dates and times of Downtime.
4. Permitted Maintenance
Scheduled maintenance announced at least 48 hours in advance and conducted during the scheduled window (Sundays 02:00–06:00 US Central Time) does not count as Downtime. Emergency maintenance with shorter notice is also excluded if reasonably necessary to address a security or data-integrity risk.
5. Excluded Events
- Force majeure (natural disasters, war, government action, large-scale internet outages).
- Outages of third-party providers (Stripe, AWS regional outages, Twilio, etc.) outside SiteFlows' control.
- Operator's network or device issues.
- Suspension under our Acceptable Use Policy.
- Outages affecting only the Worker App standalone mode (free tier).
6. Support Targets
"Business hours" are 09:00–18:00 US Central Time, Monday–Friday, excluding U.S. federal holidays.
7. Status Page
Real-time status and incident history are published at status.siteflows.ai. Subscribe to email or SMS alerts from that page.
8. Sole Remedy
Service credits under this SLA are Operator's sole and exclusive remedy for any failure of the Service to meet the targets in this SLA.