Service Level Agreement

1. Definitions

For the purposes of this Service Level Agreement, the following definitions apply:

Availability

The percentage of time that the Services are operational and accessible during a given month, calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100.

Downtime

Any period during which the Services are not operational or accessible to you due to issues within Flectar's control, excluding Scheduled Maintenance and Exclusions defined below.

Scheduled Maintenance

Planned maintenance activities that are communicated to you in advance in accordance with Section 4 of this SLA.

Incident

Any event that causes or may cause an interruption or degradation of the Services.

Response Time

The time between when you report an Incident and when a Flectar support representative acknowledges receipt and begins working on the issue.

Resolution Time

The time between when you report an Incident and when the issue is resolved or a workaround is provided.

Business Hours

Monday through Friday, 9:00 AM to 6:00 PM Central European Time (CET), excluding public holidays in Spain.

2. Service Availability Commitment

Flectar commits to maintaining the following availability levels for our hosted and managed services:

2.1 Standard SLA

2.2 Enhanced SLA

2.3 Premium SLA

Availability is measured on a calendar month basis. The specific availability commitment applicable to your services will be specified in your Statement of Work or Service Agreement.

3. Support Response Times

Flectar provides technical support for incidents and issues according to the following priority levels and response time commitments:

3.1 Priority Levels

3.2 Support Channels

You may report incidents and request support through the following channels:

• Email: support@flectar.com (all priority levels)
• Phone: (+34) 614 05 79 79 (Priority 1 and 2 only, during business hours)
• Client Portal: Available 24/7 for ticket submission and status tracking
• Emergency Line: Available 24/7 for Priority 1 incidents (Premium SLA only)

For Priority 1 (Critical) incidents, we recommend contacting us by phone in addition to submitting a support ticket to ensure the fastest possible response.

4. Scheduled Maintenance

Flectar performs regular maintenance to ensure optimal performance, security, and reliability of our services. We are committed to minimizing the impact of maintenance activities on your operations.

4.1 Maintenance Windows

Scheduled maintenance will typically be performed during the following maintenance windows:

• Primary Window: Saturdays, 2:00 AM - 6:00 AM CET
• Secondary Window: Wednesdays, 2:00 AM - 4:00 AM CET

We will make every effort to perform maintenance during these windows. If maintenance must be scheduled outside these windows, we will provide additional advance notice.

4.2 Maintenance Notifications

• Standard Maintenance: At least 72 hours advance notice via email
• Major Maintenance: At least 7 days advance notice via email
• Emergency Maintenance: As much notice as reasonably possible, minimum 1 hour when feasible

Maintenance notifications will include the expected start time, estimated duration, affected services, and expected impact. We will also send notifications when maintenance is completed.

4.3 Emergency Maintenance

In certain circumstances, we may need to perform emergency maintenance without standard advance notice. Emergency maintenance may be required for:

• Critical security vulnerabilities that pose an immediate threat
• Hardware failures requiring immediate replacement
• Issues that could cause data loss or corruption
• Compliance with urgent legal or regulatory requirements

We will provide as much advance notice as possible for emergency maintenance and will communicate updates throughout the maintenance period.

5. Service Credits

If Flectar fails to meet the availability commitment specified in your service agreement, you may be eligible for service credits as described below.

5.1 Credit Calculation

Service credits are calculated as a percentage of the monthly fees for the affected services, based on the actual availability achieved:

For Enhanced and Premium SLA tiers, credits are calculated based on the higher availability commitment specified in your agreement.

5.2 Credit Request Process

To request a service credit, you must:

• Submit a credit request within 30 days of the end of the month in which the SLA was not met
• Include your account information, the affected services, and the dates and times of the Downtime
• Send your request to sla@flectar.com

We will review your request and respond within 15 business days. If your request is approved, the credit will be applied to your next invoice.

5.3 Credit Limitations

Service credits are subject to the following limitations:

• Credits cannot exceed 100% of the monthly fees for the affected services
• Credits are not transferable and have no cash value
• Credits must be used within 12 months of issuance
• Credits are your sole and exclusive remedy for any failure to meet the SLA

6. Exclusions

The following are not considered Downtime and do not count against our availability commitment:

• Scheduled Maintenance performed in accordance with Section 4
• Downtime caused by factors outside Flectar's reasonable control, including force majeure events, natural disasters, acts of war or terrorism, government actions, or failures of third-party infrastructure (internet backbone, DNS, power grid)
• Issues caused by your equipment, software, network connections, or actions
• Issues caused by third-party services, plugins, or integrations not provided by Flectar
• Downtime resulting from your violation of the Terms of Service or Acceptable Use Policy
• Downtime during beta, trial, or free service periods
• Downtime caused by denial-of-service attacks or other malicious activity targeting your services specifically
• Scheduled downtime requested by you for migrations, updates, or other purposes
• Issues that could have been avoided if you had followed Flectar's recommendations or best practices

7. Monitoring and Reporting

Flectar continuously monitors the availability and performance of our services using industry-standard monitoring tools. We provide the following reporting capabilities:

• Real-time status page: status.flectar.com (publicly accessible)
• Incident notifications via email for affected clients
• Monthly availability reports available upon request
• Post-incident reports for major outages (Priority 1 incidents)

You may subscribe to status updates through our status page to receive real-time notifications about service availability and incidents.

8. Client Responsibilities

To ensure we can meet our SLA commitments, you agree to:

• Maintain accurate and up-to-date contact information for receiving notifications
• Report incidents promptly through the appropriate support channels
• Provide reasonable cooperation in diagnosing and resolving issues
• Implement Flectar's recommendations for security, performance, and reliability
• Maintain appropriate backups of your data as recommended
• Keep your account in good standing with timely payment of fees

9. Changes to This SLA

Flectar may modify this SLA from time to time. We will provide at least 30 days' notice of any material changes that reduce our service commitments. Changes that improve our commitments or add new features may be made without advance notice.

If you do not agree with material changes to the SLA, you may terminate your service agreement within 30 days of the notice without penalty.

10. Contact Information

For questions about this SLA, to report incidents, or to request service credits, please contact us: