SLA and Service Availability Policy

Table of Contents

1. SLA and Service Availability Policy
2. 1. Purpose of This Policy
3. 2. Service Availability Commitment
   1. 2.1 Exclusions From Uptime Calculation
4. 3. Scheduled Maintenance
5. 4. Emergency Maintenance
6. 5. Incident Response Timeline
   1. 5.1 Severity Level 1: Platform Unavailable
   2. 5.2 Severity Level 2: Core Features Impacted
   3. 5.3 Severity Level 3: Minor Feature Delays
7. 6. User Support and Communication
8. 7. User Responsibilities
9. 8. Limitation of Liability
10. 9. Modifications to This Policy
11. 10. Contact Information

SLA and Service Availability Policy

Date: 8 December 2025
Email: support@flinque.com
Address: 6th Floor Shahpuri Tirath Singh Tower 609 C-58 near Janak Cinema Complex Janakpuri New Delhi Delhi 110058 India

This SLA and Service Availability Policy outlines the service levels Flinque commits to provide to all users located in the United States Spain Australia Canada and regions within the European Union. This policy should be read together with our Terms and Conditions and our Privacy Policy. By accessing or using the Flinque platform you agree to the commitments and limitations described in this document.

1. Purpose of This Policy

The purpose of this SLA is to define the standards of uptime service continuity accessibility and customer support that Flinque shall maintain. This policy also clarifies procedures to address outages disruptions service delays and planned maintenance events.

2. Service Availability Commitment

Flinque aims to maintain a monthly uptime average of 99.5 percent. This percentage reflects the availability of the platform excluding scheduled maintenance windows emergency maintenance events force majeure incidents or external factors outside the reasonable control of Flinque.

Uptime is calculated on a monthly basis and applies to core platform functionalities which include profile search filtering influencer data display analytics modules account management workflows and dashboard accessibility.

2.1 Exclusions From Uptime Calculation

The following events are not counted as downtime:

• Scheduled maintenance
• Emergency security patching
• Third party service outages affecting cloud hosting providers or integrated analytics tools
• Force majeure such as natural disasters war widespread outages or government restrictions
• User-side connectivity issues or device-level failures
• Service interruptions caused by misuse of the platform or violations of the Acceptable Use Policy

3. Scheduled Maintenance

Flinque may perform scheduled maintenance to upgrade systems improve performance or address stability concerns. When feasible users will be notified at least 24 hours before maintenance begins. Scheduled maintenance generally occurs during low-traffic hours based on global usage trends.

During scheduled maintenance parts of the platform may be temporarily unavailable but downtime will be kept to the minimum necessary to complete required updates.

4. Emergency Maintenance

Emergency maintenance may be required in the event of critical vulnerabilities identified by our security team or cloud service partners. In such events advance notice may not be possible. Flinque prioritizes platform integrity user data security and uninterrupted service for all customers located in supported regions.

5. Incident Response Timeline

If an outage or major disruption occurs Flinque will respond according to the severity of the incident:

5.1 Severity Level 1: Platform Unavailable

• Acknowledgment within 1 hour
• Status update every 2 hours until resolved
• Full resolution aimed within 12 hours when technically feasible

5.2 Severity Level 2: Core Features Impacted

• Acknowledgment within 2 hours
• Status updates every 6 hours
• Resolution aimed within 24 hours

5.3 Severity Level 3: Minor Feature Delays or Display Issues

• Acknowledgment within 24 hours
• Resolution in the next scheduled development sprint unless urgent

6. User Support and Communication

Users may contact Flinque through email at support@flinque.com. We aim to respond to general inquiries within 48 hours. Support does not include campaign management creator negotiations data extraction assistance or consulting unless specified in a separate agreement.

During outages updates will be posted using one or more of the following:

• Platform notification banners
• Email communications
• Status page announcements if applicable

7. User Responsibilities

Users agree to ensure stable internet access maintain secure device configurations and follow platform guidelines to avoid triggering automated protections. Users are also responsible for adhering to all Flinque policies including the User Agreement and the Acceptable Use Policy.

8. Limitation of Liability

Flinque is not liable for business losses lost profits data loss or operational damages resulting from service interruptions except where prohibited by law. Users acknowledge that the platform aggregates publicly available data at scale and while Flinque works to ensure high accuracy this SLA does not guarantee continuous error free operation.

9. Modifications to This Policy

Flinque may revise this SLA periodically to reflect improvements infrastructure changes or new legal requirements. Updates will be published on this page with the effective date changed accordingly. Continued use of the platform after changes means acceptance of the revised terms.

10. Contact Information

For questions regarding this SLA or any service availability concerns please contact us at support@flinque.com.