Service Level Policy Guide
Overview
This Service Level Policy Guide (“Policy Guide”) describes the uptime availability commitments, downtime calculation methodology, service credit eligibility, and operational limitations applicable to eligible FlexSite services.
Support response expectations, severity classifications, and support coverage details are defined separately in the FlexSite SLA documentation.
Service Availability Commitment
Unless otherwise specified in a customer agreement or order form, FlexSite targets:
99.95% Monthly Uptime Availability
for eligible production hosting environments.
Monthly uptime availability is calculated excluding approved exclusions described in this Policy Guide.
Definition of Downtime
Downtime refers to a condition in which a production environment becomes unavailable to external users due to failures within the FlexSite-managed infrastructure or platform services.
Examples may include:
- Platform routing failures
- Persistent server-side errors
- Infrastructure-level outages
- Managed platform service interruptions
Downtime does not include:
- Application-level defects
- Customer code failures
- Third-party service failures outside FlexSite control
Monthly Uptime Availability Calculation
Monthly uptime availability is calculated as:
((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Downtime begins when FlexSite confirms a qualifying outage condition and ends when service availability is restored.
Service Credits
If FlexSite fails to meet the applicable monthly uptime availability commitment, eligible customers may request service credits according to the following schedule:
| Monthly Uptime Availability | Service Credit |
|---|---|
| 99.95% or greater | No credit |
| Below 99.95% to 99.0% | 10% credit |
| Below 99.0% to 95.0% | 25% credit |
| Below 95.0% | 50% credit |
Service credits:
- Apply only to affected monthly service fees
- Are issued as account credits toward future invoices
- Are not redeemable for cash
- Must be requested within 30 days of the applicable incident
- Represent the customer’s sole and exclusive remedy under this Policy Guide
SLA Exclusions
The following events are excluded from uptime calculations and SLA commitments:
- Scheduled maintenance
- Emergency maintenance required for platform stability or security
- Customer application defects or custom code failures
- Third-party provider outages outside FlexSite control
- DNS provider failures
- CDN provider failures not managed by FlexSite
- Internet connectivity failures outside FlexSite infrastructure
- Force majeure events
- Customer-caused misconfigurations
- Unauthorized platform modifications
Scheduled Maintenance
FlexSite may perform scheduled maintenance to maintain platform reliability, performance, and security.
When reasonably possible:
- Advance notice will be provided
- Maintenance will be scheduled during lower-traffic periods
Scheduled maintenance windows are excluded from uptime calculations.
Monitoring and Incident Detection
FlexSite may use automated systems and AI-assisted operational tooling to:
- Detect outages
- Monitor platform health
- Trigger operational alerts
- Accelerate incident response
Operational monitoring does not replace customer responsibility for application-level monitoring or validation.
Fair Use
FlexSite services are provided under reasonable operational usage expectations.
Excessive, abusive, or non-operational usage patterns may be subject to operational review or limitations.
Policy Updates
FlexSite may update this Policy Guide periodically to reflect:
- Operational improvements
- Platform evolution
- Infrastructure changes
- Service offering updates
Updated versions supersede previously published versions upon publication.