Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) defines the support response commitments, incident severity classifications, and operational expectations provided by FlexSite for managed hosting and platform services.
Understanding First Response Time (FRT)
First Response Time (FRT) refers to the time it takes for FlexSite to acknowledge, review, and begin triage of a support request after it has been received through an official support channel.
Incident Severity Levels
Critical Production outage or severe degradation
Complete outage or severe degradation affecting a production website or critical platform functionality.
Examples
- Production site unavailable
- Widespread 5xx errors
- Security incident
- Data loss
- Inaccessible admin panel
High Major functionality impaired
Major functionality is impaired, but the website remains partially operational.
Examples
- Broken deployments
- Major feature unavailable
- Significant performance degradation
Medium Partial issue with workaround available
Partial issue with limited operational impact or available workaround.
Examples
- Non-critical module issues
- Staging environment problems
- Intermittent errors
Low Low-impact requests or guidance
General questions, guidance requests, cosmetic issues, or low-impact operational concerns.
Examples
- Documentation questions
- Configuration assistance
- Minor UI inconsistencies
Response Time Commitments
| Severity | First Response Time | Status Updates |
|---|---|---|
| Critical | 15 minutes | Every 30–60 minutes |
| High | 1 hour | Every 4 business hours |
| Medium | 8 business hours | Daily or as significant updates become available |
| Low | 1 business day | As needed |
Important Clarifications
- First Response Time measures acknowledgment and initial triage, not final issue resolution.
- Resolution times may vary depending on issue complexity, third-party dependencies, and customer responsiveness.
- Critical incidents affecting production environments receive priority over lower-severity requests.
- Medium and Low severity requests may be handled during standard support hours.
- Automated systems and AI-assisted tooling may be used for initial triage, classification, diagnostics, and acknowledgment to accelerate response times.
- All critical incidents are escalated to qualified human operators.
SLA Exclusions
- Scheduled maintenance windows announced in advance
- Customer application or code-level issues
- Third-party service outages outside FlexSite control
- Force majeure events
- Customer-caused misconfigurations or unauthorized changes
Service Credits
If FlexSite fails to meet the applicable uptime commitments defined in a customer’s subscription agreement, eligible customers may request service credits.
- Service credits are applied toward future invoices only
- Service credits are not redeemable for cash
- Requests must be submitted within 30 days of the incident
- Service credits represent the sole and exclusive remedy under this SLA
Fair Use
FlexSite support services are provided under reasonable and fair usage expectations. Excessive, abusive, or non-operational use of support channels may be subject to review.
SLA Updates
FlexSite may update this SLA periodically to reflect operational improvements, platform evolution, or support process changes.