Service Level Agreement (SLA)
Last updated: January 2025
1. Uptime Commitment
OpsFlo guarantees 99.8% monthly uptime for all Professional and Enterprise plans. Uptime is measured excluding scheduled maintenance windows (communicated 72 hours in advance).
2. Performance Standards
- API response time: <200ms (p95)
- Dashboard load time: <2 seconds
- Mobile app sync: <5 seconds on reconnection
3. Support Response Times
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical (service down) | 4 hours | 1 hour | 15 minutes |
| High (major feature impaired) | 8 hours | 4 hours | 1 hour |
| Normal | 24 hours | 8 hours | 4 hours |
4. Service Credits
If monthly uptime falls below 99.8%, customers receive service credits: 10% credit for 99.0–99.8%, 25% credit for 95.0–99.0%, 50% credit for below 95.0%.
5. Exclusions
The SLA does not apply to: scheduled maintenance, force majeure events, customer-caused issues, or beta/preview features.
6. Contact
For SLA-related inquiries, contact support@opsflo.app.