Service Level Agreement
Availability and support commitments.
This SLA describes uptime targets, response expectations, and remedies applicable to customer subscriptions.
Availability target
We target monthly uptime for production services as set out in your order form or subscription plan.
Planned maintenance windows and force majeure events are excluded from availability calculations.
Incident response
- Critical incidents are triaged with highest priority and continuous updates until mitigation.
- High and medium incidents are handled based on severity, impact, and reproducibility.
- Status updates are provided through support channels and the service status page when relevant.
Service credits
Where contractually applicable, verified SLA misses may qualify for credits as the exclusive remedy, requested through support within the stated claim window.
Support contact
For incident reporting or SLA questions, contact support@fleximetadoc.com and include tenant, impact, and timeframe details.