Legal
Service Level Agreement
Last updated: March 21, 2026
1. Overview
This Service Level Agreement ("SLA") defines the service commitments that Fleeq provides to its clients for managed infrastructure and hosted services. This SLA is supplemental to the Terms of Service and any applicable Service Agreement.
This SLA applies to all paid managed infrastructure services provided by Fleeq. Custom development projects and one-time deliverables are governed by their respective Service Agreements.
2. Uptime Commitment
Fleeq commits to the following monthly uptime targets for managed infrastructure:
| Service Tier | Uptime Target | Max Monthly Downtime |
|---|---|---|
| Standard | 99.5% | ~3 hours 39 minutes |
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
Uptime is calculated as: ((Total Minutes − Downtime Minutes) / Total Minutes) × 100
3. Exclusions
The uptime commitment does not apply to downtime caused by:
- Scheduled maintenance communicated at least 48 hours in advance
- Emergency security patches or critical updates
- Force majeure events (natural disasters, war, pandemics, etc.)
- Third-party service outages beyond our control (upstream providers, DNS registrars, etc.)
- Client-caused issues (misconfiguration, excessive load without prior arrangement, etc.)
- DDoS attacks or other malicious activity targeting the client's services
4. Support Response Times
We categorize support requests by severity and respond according to the following targets:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely down | ≤ 1 hour |
| High | Major functionality impaired | ≤ 4 hours |
| Medium | Minor issue, workaround available | ≤ 12 hours |
| Low | General inquiry or feature request | ≤ 24 hours |
Response times are measured during business hours (Monday–Friday, 09:00–18:00 CET). Critical issues receive 24/7 monitoring for Professional and Enterprise tiers.
5. Service Credits
If we fail to meet the uptime commitment for your service tier, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| Below SLA target but ≥ 99.0% | 10% of monthly fee |
| Below 99.0% but ≥ 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To claim service credits, submit a request within 30 days of the incident. Credits are applied to future invoices and do not exceed 50% of the monthly service fee. Credits are the sole and exclusive remedy for SLA breaches.
6. Maintenance Windows
Scheduled maintenance is performed during low-traffic hours to minimize impact:
- Standard Maintenance: Tuesdays and Thursdays, 02:00–06:00 CET
- Emergency Maintenance: As needed, with best-effort advance notice
We will notify you of scheduled maintenance at least 48 hours in advance via email. Emergency maintenance may be performed without notice when necessary to protect service integrity or security.
7. Monitoring and Reporting
We continuously monitor all managed infrastructure for availability, performance, and security. Clients on Professional and Enterprise tiers receive:
- Monthly uptime and performance reports
- Incident post-mortem reports for Critical and High severity events
- Access to a real-time status page
8. Escalation Process
If you are unsatisfied with the response to a support request, you may escalate through the following channels:
- Level 1: Support team — initial response and troubleshooting
- Level 2: Engineering team — technical escalation for unresolved issues
- Level 3: Management — business-critical escalations
9. SLA Modifications
We reserve the right to modify this SLA with 30 days' written notice. Changes will not retroactively affect any active service credits or ongoing incidents. The most current version of this SLA is always available on this page.
10. Contact
For SLA-related inquiries, support requests, or to claim service credits, contact us at [email protected].