Service Level Agreement
Last updated: October 22, 2026
This Service Level Agreement ("SLA") describes the support response targets and service availability commitments that apply to paid Pro and Enterprise plans of the FluidifyAI cloud service. It forms part of, and is governed by, our Terms & Conditions.
1. Support channels and hours
| Pro | Enterprise | |
|---|---|---|
| Support hours | Business hours, Monday to Friday (India Standard Time) | Critical issues 24x7; all other issues during business hours |
| Channels | Email, shared Slack or Teams channel, and phone for Critical issues | |
| Customer Success Manager | Not included | Included |
Business hours exclude public holidays in India. Support requests can be sent to [email protected].
2. Support response targets
A response target is the time within which a member of our team will first reply to a support request. It is not a commitment to resolve the issue within that time. For Pro, times are measured in business hours or business days; for Enterprise Critical issues, in clock hours.
| Severity | Description | Pro | Enterprise |
|---|---|---|---|
| Critical | The service is unavailable or unusable, with no workaround | 4 business hours | 1 hour, 24x7 |
| High | A major feature is not working as documented | 1 business day | 4 business hours |
| Normal | A partial issue where a workaround exists | 2 business days | 1 business day |
| Low | Questions, requests and minor issues | 3 business days | 2 business days |
Severity is assigned by the customer when raising the request and may be adjusted by us after investigation.
3. Service availability
We target the following monthly uptime for the FluidifyAI cloud service:
| Plan | Monthly uptime target | Approximate allowed downtime per month |
|---|---|---|
| Pro | 99.5% | 3 hours 36 minutes |
| Enterprise (cloud) | 99.9% | 43 minutes |
Uptime is the percentage of minutes in a calendar month during which the service is available, measured by our own monitoring. Enterprise deployments that are self-hosted, on-premises, in a private cloud or air-gapped are operated by the customer, so the uptime target does not apply to them. The support response targets in section 2 still do.
4. Exclusions
The following are not counted as downtime:
- Planned maintenance announced in advance.
- Outages of third-party services we depend on or integrate with, such as Slack, Microsoft Teams, cloud infrastructure providers and SMS or voice carriers.
- Problems caused by the customer's configuration, network, integrations or use outside the documentation.
- Events beyond our reasonable control, including force majeure.
- Free trials and free plans.
5. Service credits
If monthly uptime for the cloud service falls below the target for your plan, you may claim a service credit against your next invoice:
| Monthly uptime | Credit (share of that month's fee) |
|---|---|
| Below your plan's target, but at or above 99.0% | 10% |
| Below 99.0% | 25% |
To claim a credit, email [email protected] within 30 days of the end of the affected month, with your account details and the dates of the incident. Credits are capped at 25% of that month's fee and are the sole and exclusive remedy for failure to meet the uptime target. Credits are not paid out as cash.
6. Changes to this SLA
We may update this SLA from time to time. The current version is always published on this page, and material changes will be notified to customers in advance.
7. Contact
Questions about this SLA can be sent to [email protected].