Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the uptime commitments Flipswitch makes to customers on paid plans. It defines how uptime is measured, what happens when we fall short, and how to request service credits. This SLA applies only to the Flipswitch cloud-hosted service and does not apply to self-hosted or on-premise deployments.

2. Uptime Commitments

Flipswitch commits to the following monthly uptime percentages based on your plan:

Uptime is calculated per calendar month as: (total minutes - downtime minutes) / total minutes × 100

3. Covered Services

This SLA covers the following Flipswitch services:

• Flag Evaluation API — server-side flag evaluation endpoints
• Admin API — flag management and configuration endpoints
• Dashboard — the Flipswitch web application
• SSE Streaming — real-time flag update delivery via Server-Sent Events

4. Downtime Definition

"Downtime" means a period of five or more consecutive minutes during which the error rate for a covered service exceeds 5% of total requests, or the service is entirely unreachable. Downtime is measured by Flipswitch's internal monitoring systems. Scheduled maintenance windows are excluded from downtime calculations.

5. Service Credits

If Flipswitch fails to meet the uptime commitment for your plan in a given calendar month, you may be eligible for service credits:

• Credits are applied to future invoices only. No cash refunds are issued.
• The Free plan does not include an SLA or service credits.

6. Exclusions

The following are not counted as downtime and are excluded from SLA calculations:

• Scheduled maintenance — planned maintenance windows with at least 72 hours' advance notice.
• Force majeure — events beyond our reasonable control, including natural disasters, wars, government actions, and widespread internet or infrastructure failures.
• Customer-side issues — problems originating from your network, hardware, software, or SDK misuse.
• Third-party dependencies — outages of third-party services outside Flipswitch's control (e.g., cloud provider failures, DNS providers).
• Beta features — any feature or service explicitly marked as beta, preview, or experimental.

7. Claims Process

To request a service credit:

1. Email support@flipswitch.io within 30 days of the incident.
2. Include "SLA Credit Request" in the subject line.
3. Provide the dates and times (UTC) of the downtime you experienced.
4. Include your organization name and account details.

We will review your request and, if the claim is valid, apply the credit to your next billing cycle.