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

24x7

Time period, during Cloud Platform is operating and reachable via internet.

Proactive Monitoring

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.

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

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

Advanced Support is for environments with business-critical environments (starting at 500 CHF /mo).

Premium Support

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

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).