Service Level Agreement (SLA)

Flow Swiss AG (hereinafter "Flow") assumes responsibility for the availability and proper functionality of the entire Server-, Network- and Storage Infrastructure (hereinafter "Cloud Platform").

Hours of Operation and Availability

Platform Availability

99.9% Percentage of time in hours, measured in an interval of a calendar semester (6 months), during the Cloud Platform is available. Interruptions due to announced maintenances, massive DDOS-Attacks and higher force are excluded.

Hours of operation

Proactive Monitoring

Support Level - Cloud Platform

Basic Support

Support Channel	Availability	Response Time
Ticketing System	24x7	12 hours
Phone Line	n/a	n/a

Basic Support is included and good enough for non-critical environments in which traditional severities and response times aren't needed.

Advanced Support

Premium Support