Service Level Agreement (SLA)
This SLA describes the availability and support commitments Flinque LLP offers for eligible paid plans. This page is a plain-language summary and not legal advice. Confirm the final text with counsel before publishing.
1. Uptime target
We target a high level of monthly availability for the core platform, measured excluding scheduled maintenance.
2. Maintenance
We schedule maintenance during low traffic windows and give advance notice for work likely to cause downtime.
3. Support targets
- Critical issues: a prioritised response
- General issues: a response during our standard support hours
4. Service credits
Where we miss the uptime target on an eligible plan, affected customers may claim service credits as set out in your order form or agreement.
5. Exclusions
The SLA does not cover downtime caused by factors outside our control, customer misuse or third party platform outages at Instagram, YouTube, TikTok or X.
6. Claims
Submit credit claims to [email protected] within 30 days of the incident.
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