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

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.

Support Level - Cloud Platform

Support ChannelAvailabilityResponse Time

Ticketing System


12 hours

Phone Line



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

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