Service Level Agreement
Last updated: March 31, 2026 · Effective immediately for all active plans
1. Overview
This Service Level Agreement ("SLA") is part of the FluxCybers ExecFlow Terms of Service. It defines FluxCybers ExecFlow's commitments to service availability, support response times, and remedies available to customers when commitments are not met.
SLA commitments vary by plan tier. This document defines each tier's specific commitments.
2. SLA Tiers by Plan
- 24-hour support response
- Email support channel
- Best-effort SLA
- Standard health monitoring
- 4-hour response time
- Priority email + live chat
- Credit-backed SLA
- Enhanced monitoring
- 1-hour response time
- Dedicated support engineer
- Financial credits for breach
- SSO/SAML available
3. Service Credit Policy
If FluxCybers ExecFlow fails to meet the monthly uptime commitment for your plan tier, you are eligible for service credits as defined below. Credits apply to your next billing cycle and do not carry cash value.
| Monthly Uptime | Credit (% of Monthly Fee) | Applies To |
|---|---|---|
| < 99.99% | 10% | Enterprise plan only |
| < 99.9% | 25% | Pro + Enterprise plans |
| < 99.5% | 50% | All paid plans |
How to claim: Email support@fluxcybers.polsia.app within 30 days of the incident with your account email and the dates/times affected. FluxCybers ExecFlow will validate against internal monitoring data and apply credits within 14 days.
4. Measurement Methodology
"Uptime" is calculated as the percentage of time in a calendar month during which the FluxCybers ExecFlow API and application are accessible and functional. FluxCybers ExecFlow uses automated health checks every 30 seconds from multiple geographic regions.
Definition of downtime: A service is considered "down" when 2 consecutive health checks fail (i.e., the service does not respond within 10 seconds). Single-check failures are not counted as downtime.
Monthly uptime % = ((total minutes in month − downtime minutes) ÷ total minutes in month) × 100
5. Exclusions
The following are excluded from SLA calculations and credit eligibility:
- Scheduled maintenance: Planned maintenance windows with 48-hour advance notice posted to status.fluxcybers.polsia.app
- Force majeure: Events beyond FluxCybers ExecFlow's reasonable control including natural disasters, war, government actions, or internet backbone outages
- Customer-caused incidents: Downtime caused by customer code, configuration errors, misuse, or terms of service violations
- Third-party provider outages: Render (hosting), Neon (database), Cloudflare (CDN/DNS), or AI API provider service interruptions that directly cause FluxCybers ExecFlow unavailability
- Beta features: Features explicitly designated as "beta" or "experimental" are not covered by uptime SLAs
6. Enterprise Blockchain-Verified Proof
Cryptographic Uptime Proof
Enterprise plans include cryptographically verified uptime proof via the Sentry V AI audit trail. Every health check, incident, and resolution is hashed and appended to an immutable blockchain-backed audit log. This means there is no "he said, she said" on SLA disputes — the cryptographic audit trail IS the evidence. Enterprise customers can query their uptime proof at any time from the Sentry V dashboard. No manual SLA claim disputes needed for customers with blockchain verification enabled.
7. Support Response Times
| Severity | Definition | Starter | Pro | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Platform down / data loss | 24h | 4h | 1h |
| P2 — High | Major feature unavailable | 48h | 8h | 2h |
| P3 — Medium | Degraded performance | 5 days | 2 days | 4h |
| P4 — Low | Minor / cosmetic issues | Best effort | 5 days | 24–48h |
Response times are measured from the time FluxCybers ExecFlow receives the support request to the time a support engineer provides an initial response. These are not resolution times.
8. How to File an SLA Credit Claim
- Email support@fluxcybers.polsia.app with subject line: "SLA Credit Claim — [Your Account Email] — [Incident Date]"
- Include: your account email, the incident date(s) and approximate times, and a description of what was unavailable
- Claims must be submitted within 30 calendar days of the incident
- FluxCybers ExecFlow will review against health check data and respond within 14 business days
- Approved credits are applied to the next billing cycle
Real-time uptime data is always available at /status.html.
9. Changes to This SLA
FluxCybers ExecFlow reserves the right to modify this SLA with 30 days' advance notice for changes that reduce commitments. Changes that increase commitments take effect immediately. Continued use of the service after the effective date constitutes acceptance of the updated SLA.