SLA
Service Level Agreement
Uptime targets, measurement methodology, and service credits for Flomisma relay and managed hosting tiers. Enterprise customers may negotiate custom MSAs.
Last updated: May 20, 2026
Definitions
- Uptime
- Percentage of minutes in a calendar month where the relay health endpoint returns HTTP 200 and new WebSocket sessions can be established within 5 seconds.
- Excluded downtime
- Scheduled maintenance announced 48 hours in advance, customer misconfiguration, DDoS beyond scrubbing capacity, and force majeure.
- Service credits
- Applied to the next invoice as a percentage of monthly platform fees. Credits are the sole remedy for SLA breaches unless a signed MSA states otherwise.
- Incident response
- P1 (full outage): acknowledgment within 1 hour for Team/Enterprise. P2 (degraded): within 4 business hours. Status updates at /status.
Relay-as-a-Service
| Tier | Uptime target | Window | Credits | Support |
|---|---|---|---|---|
| Developer | 99.5% | Calendar month | Best-effort — no SLA credits | Community |
| Startup | 99.5% | Calendar month | 10% monthly fee per 0.1% below target | |
| Growth | 99.5% | Calendar month | 10% monthly fee per 0.1% below target | |
| Scale | 99.9% | Calendar month | 10% monthly fee per 0.1% below target | |
| Enterprise | 99.95% (custom) | Calendar month | 10% monthly fee per 0.1% below target | Dedicated |
Managed hosting
| Tier | Uptime target | Window | Credits | Support |
|---|---|---|---|---|
| Solo | 99.0% | Calendar month | 10% monthly fee per 0.1% below target | |
| Team | 99.5% | Calendar month | 10% monthly fee per 0.1% below target | Email + SLA |
| Enterprise | 99.95% | Calendar month | Custom MSA | Dedicated |
To claim a service credit, email support within 30 days of the incident with timestamps and affected tenant IDs. Live status: /status.
Terms of Service govern use of the platform. This SLA is incorporated by reference.