# Service Level Agreement (SLA)

### **Hours of Operation and Availability**

{% tabs %}
{% tab title="Platform Availability" %}
{% hint style="info" %}
**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.
{% endhint %}
{% endtab %}

{% tab title="Hours of operation" %}
{% hint style="info" %}
**24x7**

Time period, during Cloud Platform is operating and reachable via internet.
{% endhint %}
{% endtab %}

{% tab title="Proactive Monitoring" %}
{% hint style="info" %}
**24x7**

Flow practices a proactive 24x7 Monitoring of their Cloud Platform. In the event of a malfunction, which was reported by the Monitoring System, Flow immediately and independently will take measures.
{% endhint %}
{% endtab %}
{% endtabs %}

### Support Level - Cloud Platform

{% tabs %}
{% tab title="Basic Support" %}

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

{% hint style="info" %}
Basic Support is included and good enough for non-critical environments in which traditional severities and response times aren't needed.
{% endhint %}
{% endtab %}

{% tab title="Advanced Support" %}

| Support Channel  | Availability | Response Time |
| ---------------- | ------------ | ------------- |
| Ticketing System | 24x7         | 2 hours       |
| Phone Line       | n/a          | n/a           |

{% hint style="info" %}
Advanced Support is for environments with business-critical environments (starting at 500 CHF /mo).
{% endhint %}
{% endtab %}

{% tab title="Premium Support" %}

| Support Channel  | Availability | Response Time |
| ---------------- | ------------ | ------------- |
| Ticketing System | 24x7         | 30 minutes    |
| Phone Line       | 24x7         | 30 minutes    |

{% hint style="info" %}
Premium Support is designed for clients that operate business-critical 24×7 environments, which require highest priority of cases handling and a dedicated Technical Account Manager (starting at 5'000 CHF /mo).
{% endhint %}
{% endtab %}
{% endtabs %}