SLA and Service Availability Policy

Flinque SLA and Service Availability Policy

The short version, so you know what uptime to expect

Flinque targets 99.9% monthly uptime for paid plans. If we miss that target, Starter and Enterprise customers can claim service credits on their next invoice. We calculate uptime by excluding scheduled maintenance (announced in advance) and factors outside our control (internet outages, force majeure). We publish a status page where you can check current and historical availability.

This page explains exactly how we measure uptime, what counts as downtime, the service credit structure for each plan, how to request a credit, and what is not covered. It is written for customers, procurement teams, and auditors who want to understand our availability commitments.

To check current service status or submit an SLA credit request, use the contact page.

1. Scope and Eligibility
2. Uptime Commitment
3. How We Measure Uptime
4. What Counts as Downtime
5. Scheduled Maintenance
6. Excluded Events
7. Status Page and Notifications
8. Service Credit Structure
9. How to Claim a Service Credit
10. Limitations on Credits
11. Incident Response Commitments
12. Post-Incident Reviews
13. Support Response Times
14. Modifications to This Policy
15. Contact for SLA Matters

1. Scope and Eligibility

This SLA and Service Availability Policy sets out Flinque’s availability commitments for the Flinque influencer marketing platform.

1.1 Who is covered

• Starter Plan ($49/month or $300/year): service credits available when uptime falls below commitments
• Enterprise Plan ($150/month or $900/year): enhanced service credits available
• Custom Enterprise agreements: governed by the specific SLA terms in the applicable contract, which may override this policy

1.2 Who is not covered

• Free Plan users: best-effort availability; no service credits
• Trial users: best-effort availability during the trial period
• Accounts in suspended or past-due status: not eligible for credits during the period of suspension

1.3 Covered services

This SLA covers the core Flinque platform at flinque.com and platform.flinque.com, including the web application, API access, and features accessible within the customer’s subscribed plan. Beta features, experimental tools, and third-party integrations are not covered.

2. Uptime Commitment

Flinque targets the following monthly uptime for paid plans:

Uptime is calculated monthly based on the definitions in Section 3.

Custom Enterprise contracts may include different or enhanced uptime targets; in those cases, the contract controls.

3. How We Measure Uptime

Uptime is measured using the following formula:

3.1 Measurement methodology

• We measure uptime using external synthetic monitoring from multiple geographic locations
• Measurements check the core platform endpoints at regular intervals
• A service is considered unavailable when a majority of monitoring locations report failure for at least 5 consecutive minutes
• Single-user issues (individual account problems, browser-specific issues, local network issues) do not count toward platform downtime

3.2 Measurement period

Uptime is calculated for each calendar month. A “month” means the 1st through the last day of the calendar month based on UTC.

3.3 Data transparency

Monthly uptime statistics are reflected on our status page. Enterprise customers can request detailed uptime reports for compliance and audit purposes through our contact page.

4. What Counts as Downtime

The following conditions count toward downtime under this SLA:

• The core Flinque web application is fully unavailable (returns 5xx errors or times out) for substantially all users
• Authentication is broken such that users cannot log in
• Core platform features (creator search, list management, data refresh) are entirely unavailable
• The API returns errors for substantially all requests
• Data inaccessible due to platform infrastructure failures

4.1 What does not count as downtime

• Performance degradation that does not result in full unavailability (slow response times, intermittent timeouts)
• Feature-specific issues that affect a small part of the platform while the core service remains available
• Data refresh delays from upstream sources (social platforms, data partners) that do not render the platform itself unavailable
• Issues limited to a single customer or small group caused by customer-specific configuration
• Bug-related behavior that produces incorrect output but does not prevent platform use
• Any conditions falling within Sections 5 (scheduled maintenance) or 6 (excluded events)

5. Scheduled Maintenance

Scheduled maintenance is time we set aside to perform upgrades, infrastructure changes, and improvements that require planned downtime. Scheduled maintenance does not count against our uptime target.

5.1 Notice commitments

• Starter Plan: at least 48 hours advance notice for planned maintenance
• Enterprise Plan: at least 5 business days advance notice for planned maintenance
• Emergency maintenance: may occur with less notice when necessary to address security or stability issues; announced on our status page

5.2 Maintenance windows

Planned maintenance is generally scheduled outside peak business hours for our primary customer base. Our standard maintenance windows are weekends and late evenings in North American and European time zones.

5.3 How notice is given

• Posted on the Flinque status page
• Email notice to workspace administrators
• In-app banner where applicable
• For Enterprise customers, optional direct notification to a designated technical contact

6. Excluded Events

The following events do not count as downtime and do not entitle you to service credits:

• Force majeure: natural disasters, war, civil unrest, terrorism, pandemics, government actions that prevent normal operations
• Upstream provider failures: significant outages at our cloud providers, CDN, or other critical infrastructure providers where we rely on reasonable commercial care in provider selection
• Internet disruptions: general internet outages, DNS issues, ISP problems outside our network
• Customer-caused issues: problems caused by customer misconfigurations, inappropriate use, or violations of our Acceptable Use Policy
• Third-party integrations: issues with third-party systems customers have connected (social APIs, CRMs, email platforms, etc.)
• Browser or device issues: problems specific to individual browsers, devices, or networks that do not affect the platform as a whole
• Suspensions: downtime during periods when service is suspended for non-payment or policy violations
• Beta features: unavailability of experimental or beta features not covered by general availability
• DDoS attacks: disruptions from denial-of-service attacks despite reasonable mitigation measures
• Security actions: emergency shutdowns taken to protect platform integrity or customer data

We aim to communicate about excluded events just as clearly as about covered downtime, even when they do not generate credits.

7. Status Page and Notifications

Flinque maintains a public status page as the authoritative source for service availability information.

• Current status: displays current operational status across core services
• Historical incidents: archived records of past incidents, their duration, and root causes
• Scheduled maintenance: announces upcoming planned maintenance
• Uptime statistics: monthly and rolling 90-day uptime percentages
• Subscription options: customers can subscribe to email or webhook alerts for status changes

The status page is hosted on separate infrastructure so it remains available even when the main platform is experiencing issues.

During active incidents, we update the status page regularly with progress and estimated resolution times.

8. Service Credit Structure

When uptime falls below the committed level in a given calendar month, eligible customers can claim service credits.

8.1 Starter Plan service credits

8.2 Enterprise Plan service credits

8.3 Annual plan calculations

For customers on annual plans ($300/year Starter or $900/year Enterprise), the “monthly fee” for credit calculation purposes is the annual fee divided by 12. Credits are issued against the annual subscription renewal or next invoice.

8.4 Form of credits

Credits are applied to the customer’s next invoice as a reduction. Credits are not paid as cash refunds except where required by applicable consumer protection law.

9. How to Claim a Service Credit

Service credits are not applied automatically. To claim a credit, customers must submit a request.

9.1 Claim window

Claims must be submitted within 30 days after the end of the month in which the uptime commitment was missed. Claims submitted after this window are not eligible.

9.2 How to submit

Use our contact page with the category “SLA Credit Request” and include:

• Your workspace or account ID
• The billing contact email on file
• The month for which you are claiming
• Specific dates and times when you experienced the unavailability (helpful but not required if the incident is on our status page)
• Any relevant details about how the unavailability affected your operations

9.3 Review and response

• Acknowledgment within 5 business days
• Review of the claim against our uptime records and status page history
• Decision within 15 business days
• Credit issued on the next invoice following approval

10. Limitations on Credits

Service credits are subject to the following limitations:

• Maximum credit per month: 50% of the applicable monthly fee, regardless of actual uptime percentage
• Sole and exclusive remedy: service credits are the sole and exclusive remedy for any uptime or availability issues, except where additional remedies are required by applicable law
• No stacking: a single incident can only trigger one credit per month per customer
• Active accounts only: credits can only be applied to accounts in active, paying status at the time the credit is issued
• Non-transferable: credits cannot be transferred to other accounts or converted to cash
• Non-cumulative: unused credits do not accumulate past the next billing cycle
• Termination: unused credits are forfeited upon account termination

For Enterprise customers with custom contracts, limitations may differ per the contract terms.

11. Incident Response Commitments

When an incident affects availability, we follow documented response procedures:

Acknowledgment means we have logged the incident and begun investigation. Resolution times vary by complexity.

Full incident response procedures are described in our Security Policy.

12. Post-Incident Reviews

Significant incidents trigger a post-incident review (also called a post-mortem).

• Triggered for: P1 incidents, P2 incidents lasting more than 1 hour, and any incident resulting in customer-facing service credits
• Published within: 10 business days of incident resolution
• Contents: timeline, root cause, impact, actions taken, and preventive measures
• Where published: our status page incident history
• Customer communication: Enterprise customers receive direct post-incident summaries for incidents significantly affecting them

Post-incident reviews focus on systemic improvement. We aim to be transparent about what went wrong and what we are doing to prevent recurrence.

13. Support Response Times

While distinct from uptime, support response times are important availability-adjacent commitments.

Business hours are Monday through Friday, excluding public holidays. Critical incident support for Enterprise customers is available 24/7 through our Technical Support channels.

14. Modifications to This Policy

We may update this SLA from time to time to reflect changes in infrastructure, service tiers, and industry standards.

• Non-material changes (clarifications, formatting, typos) take effect upon posting
• Material changes (reduced uptime targets, reduced credit structures) are communicated at least 30 days in advance via email to billing contacts
• For customers on annual plans, material changes take effect at the next renewal
• Custom Enterprise contracts control over any changes in this policy until the contract renewal

The current version of this policy is always the authoritative version. Historical versions are available on request.

15. Contact for SLA Matters

For SLA credit requests, questions about availability, custom Enterprise SLA arrangements, or technical escalations, contact us.