Plan
Standard
- Uptime target
- 99.9% — 24/7/365
- Scheduled maintenance
- ≤4h cumulative per calendar quarter, 7-day advance notice
- P1 first response
- 2-hour first response, 24×7
SLA · Service Level Agreement
Service Level Agreement
Flowie commits to 99.9% standard uptime measured 24/7 and 99.95% for Enterprise customers during business hours (Mon-Fri 09:00-18:00 CET, excluding French public holidays and scheduled maintenance windows ≤4 hours per calendar quarter announced 7 days in advance). Downtime exceeding these targets triggers service credits ranging from 5% to 50% of the monthly fee, capped at 30% aggregate per month. Claims are submitted within 30 days of the affected month. Service credits are the customer's sole remedy for SLA breach, with carve-outs for regulatory non-compliance damages where Flowie is the proximate cause. Standard P1 incidents receive 2-hour first-response 24/7; Enterprise P1 receives 1-hour 24/7.
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Contractual commitments
What we commit to
This table is the complete commitment record for both service tiers. Every metric below is contractually binding. Nothing in this page is aspirational.
Plan
Enterprise
- Uptime target
- 99.95% during business hours99.9% outside business hours
- Business hours definition
- Mon-Fri 09:00-18:00 CET, excluding French public holidays (Art. L.3133-1 Labour Code) and scheduled maintenance windows
- Scheduled maintenance
- ≤4h cumulative per calendar quarter, 7-day advance notice
- P1 first response
- 1-hour first response, 24×7
Business hours used throughout this document mean Mon-Fri 09:00-18:00 CET, excluding French public holidays as defined under Article L.3133-1 of the French Labour Code, and excluding scheduled maintenance windows.
Standard plan
Standard plan SLA
Availability
Flowie guarantees 99.9% uptime for Standard plan customers, measured on a rolling 24×7×365 basis. There is no distinction between business hours and outside business hours under the Standard plan — the same commitment applies at 02:00 on a Sunday as at 14:00 on a Tuesday.
Availability is calculated as follows:
Availability % = ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100Scheduled maintenance windows announced at least 7 calendar days in advance, up to the quarterly cap of 4 cumulative hours, are excluded from downtime calculations.
Standard plan — SLA at a glance
- 99.9% uptime / 24×7×365 measurement
- Scheduled maintenance: ≤4h per quarter with 7-day advance notice
- P1 incidents: 2-hour first response / 24×7
- P2 incidents: 4-hour first response / business hours
- P3 incidents: 1 business day / business hours
- P4 incidents: 3 business days / business hours
- Credit schedule: 5% to 50% of monthly fee
- Aggregate credit cap: 30% per calendar month
What counts as downtime (Standard)
Downtime begins when Flowie's monitoring systems — or a customer-submitted incident report — confirm that the core platform is unavailable or returning errors for more than 50% of requests over a rolling 5-minute window. Partial degradation that does not prevent core document processing, approval routing, or payment execution does not constitute downtime under this definition.
Enterprise plan
Enterprise plan SLA
Availability
Enterprise customers receive a two-tier commitment:
- 99.95% during business hours (Mon-Fri 09:00-18:00 CET, excluding French public holidays under Art. L.3133-1 of the French Labour Code, excluding scheduled maintenance windows)
- 99.9% outside business hours (all other times, including weekends, French public holidays, and periods within scheduled maintenance windows)
The split reflects the pattern of financial workflow execution: AP runs in bulk during office hours; overnight processing windows operate at the base 99.9% tier.
Enterprise plan — SLA at a glance
- 99.95% uptime during business hours (Mon-Fri 09:00-18:00 CET)
- Excludes: French public holidays (Art. L.3133-1), scheduled maintenance windows
- 99.9% outside business hours
- Scheduled maintenance: ≤4h cumulative per calendar quarter, 7-day advance notice
- P1 incidents: 1-hour first response / 24×7
- P2 incidents: 1-hour first response / 24×7
- P3 incidents: 4 business hours
- P4 incidents: 1 business day
- Credit schedule: 5% to 50% of monthly fee
- Aggregate credit cap: 30% per calendar month
Business hours definition
Business hours are Mon-Fri 09:00-18:00 CET (UTC+1 in winter, UTC+2 in summer). The following are excluded from business hours for SLA measurement purposes:
- French public holidays as enumerated under Article L.3133-1 of the French Labour Code (Jour de l'An, Lundi de Pâques, Fête du Travail, Victoire 1945, Ascension, Lundi de Pentecôte, Fête Nationale, Assomption, Toussaint, Armistice, Noël)
- Announced scheduled maintenance windows (regardless of when they fall within the Mon-Fri window)
Outside business hours uptime (99.9%) covers all time not captured by the above definition: evenings, weekends, French public holidays, and maintenance windows.
Service credits
Service credits
Credit schedule
When measured uptime falls below the applicable threshold, Flowie issues a service credit against the customer's next invoice. Credits are calculated as a percentage of the monthly recurring fee for the affected service in the month of the breach.
| Availability in affected month | Standard credit | Enterprise (business hours) credit |
|---|---|---|
| 99.9% to <99.95% | Not applicable (at threshold) | 5% |
| 99.5% to <99.9% | 5% | 10% |
| 99.0% to <99.5% | 10% | 25% |
| 95.0% to <99.0% | 25% | 50% |
| Below 95.0% | 50% | 50% |
| Aggregate monthly cap | 30% of monthly fees in any single calendar month, applied per affected service. Unused credit does not roll over. | |
Availability in affected month
99.9% to <99.95%
- Standard credit
- Not applicable (at threshold)
- Enterprise (business hours) credit
- 5%
Availability in affected month
99.5% to <99.9%
- Standard credit
- 5%
- Enterprise (business hours) credit
- 10%
Availability in affected month
99.0% to <99.5%
- Standard credit
- 10%
- Enterprise (business hours) credit
- 25%
Availability in affected month
95.0% to <99.0%
- Standard credit
- 25%
- Enterprise (business hours) credit
- 50%
Availability in affected month
Below 95.0%
- Standard credit
- 50%
- Enterprise (business hours) credit
- 50%
Aggregate monthly cap
30% of monthly fees in any single calendar month, applied per affected service. Unused credit does not roll over.
Sole remedy
Service credits are the customer's sole and exclusive contractual remedy for any failure by Flowie to meet the SLA commitments in this document. This sole remedy does not apply to claims arising from death or personal injury caused by Flowie's negligence, fraud or fraudulent misrepresentation by Flowie, regulatory non-compliance damages where Flowie is the proximate cause (including damages arising from defects in Flowie's e-invoicing PA infrastructure that directly cause a customer to miss a legally mandated transmission deadline), or breaches of confidentiality or data protection obligations under applicable law.
⚠️ TO VALIDATE: GC sign-off on Sole Remedy carve-out for regulatory non-compliance damages (Art. 1231-5 risk on e-invoicing PDP exposure)
⚠️ TO VALIDATE: confirm Aggregate Credit Cap (30%) with CFO worst-case exposure model
How to claim a credit
Identify the incident
Reference the incident ID from status.flowie.fr (linked under /uptime) or from a support ticket opened during the outage period.
Submit within 30 days
Email support@flowie.fr with subject line "SLA Credit Request — [Month Year] — [Incident ID]" within 30 calendar days of the last day of the affected month. Late claims are not processed.
Flowie validates
We verify the downtime against monitoring data within 10 business days and issue a credit confirmation or a detailed rejection rationale.
Credit applied
Valid credits appear on the next invoice as a line-item deduction. Credits are non-transferable and have no cash value.
Maintenance windows
Scheduled maintenance
Definition
Scheduled maintenance means any planned downtime or performance degradation that Flowie announces in advance for the purpose of infrastructure upgrades, security patches, database migrations, or capacity changes.
Flowie commits to:
- A maximum of 4 cumulative hours of scheduled maintenance per calendar quarter
- 7 calendar days advance notice for all scheduled maintenance, delivered via email to the customer's registered technical contact and via the status page at status.flowie.fr (linked under /uptime)
- Scheduling maintenance windows outside business hours wherever operationally possible
Maintenance that cannot be completed within the 4-hour quarterly cap requires written agreement from the customer's designated account manager before it is scheduled.
⚠️ TO VALIDATE: confirm Aggregate Credit Cap (30%) with CFO worst-case exposure model — specifically whether the 4h maintenance cap interacts with credit calculation in months where both scheduled maintenance and unplanned downtime occur in the same measurement period
Emergency maintenance
Emergency maintenance (unscheduled work required to prevent an active security incident, data integrity risk, or cascade failure) is not counted against the scheduled maintenance cap. Flowie commits to notifying customers via the status page within 30 minutes of commencing emergency maintenance and providing a post-incident summary within 5 business days.
Support response
Support response times
Support tiers are defined by business impact, not by the severity label the customer assigns.
⚠️ TO VALIDATE: confirm P2/P3/P4 specific response times with security/support team
Priority
P1 — Critical
Core platform unavailable or data processing halted across a production environment. Financial deadline at risk.
- Standard
- 2 hours / 24×7
- Enterprise
- 1 hour / 24×7
Priority
P2 — High
Significant functionality impaired; workaround exists but is operationally costly. Key workflow blocked.
- Standard
- 4 hours / business hours
- Enterprise
- 1 hour / 24×7
Priority
P3 — Medium
Non-critical feature unavailable; workaround available; business continuity intact.
- Standard
- 1 business day / business hours
- Enterprise
- 4 business hours / business hours
Priority
P4 — Low
Question, configuration request, minor cosmetic issue, or feature enquiry.
- Standard
- 3 business days / business hours
- Enterprise
- 1 business day / business hours
Response time means the time from ticket creation to first substantive response from a Flowie engineer — not acknowledgement of receipt. Resolution time is not governed by this SLA; resolution targets are agreed in the customer's Enterprise Support Agreement where applicable.
P1 and P2 Enterprise tickets are handled 24×7 regardless of French public holidays or Flowie office closures. Standard P1 tickets receive 24×7 coverage; all other Standard tickets are handled during business hours.
Live monitoring
Status and monitoring
Flowie's status monitoring infrastructure is being instrumented. A live public status page is expected to be available at status.flowie.fr in Q3 2026. Until that page is live, incident notifications are delivered directly to registered technical contacts via email within 30 minutes of any P1 or P2 event.
⚠️ TO VALIDATE: BetterUptime monitor configuration + 90d data backfill before publishing actual uptime % → currently env-var-gated
Customers may subscribe to status page updates via email or webhook. Webhook delivery to incident management tools (PagerDuty, OpsGenie, Slack) is available on Enterprise plans.
Legal framework
Force majeure and governing law
Force majeure
Flowie's SLA obligations are suspended during events of force majeure as defined under Article 1218 of the French Civil Code. To qualify as force majeure under French law, an event must meet three cumulative conditions:
- Externality: the event is beyond Flowie's reasonable control
- Unpredictability: the event could not have been reasonably anticipated at the time the contract was signed
- Irresistibility: the event makes performance of the obligation impossible, not merely more difficult or costly
Events that satisfy these criteria include: cyberattacks of national or systemic scale (coordinated state-sponsored attacks affecting critical infrastructure), governmental actions or sanctions that directly prohibit the delivery of contracted services, declared pandemics that materially prevent Flowie from operating its engineering and infrastructure functions, and sustained internet backbone failures that prevent connectivity between Flowie's infrastructure and customer networks across multiple independent transit providers simultaneously.
Events that do not qualify as force majeure under this agreement: supplier price increases, routine DDoS attacks within the scope of Flowie's existing DDoS mitigation infrastructure, routine hardware failures covered by Flowie's resilience architecture, and staffing difficulties.
Flowie will notify customers of a force majeure event within 24 hours of its occurrence and will resume SLA obligations within 48 hours of the event's resolution.
SLA modifications
Flowie may modify the terms of this SLA with 60 calendar days' written notice. Modifications that materially reduce a customer's protections (including reductions to uptime targets, increases to response times, reductions to credit percentages, or narrowing of the sole remedy carve-outs) entitle the customer to terminate the affected services within 30 days of receiving notice, with a full prorated refund of pre-paid fees for the unused period.
Modifications that improve customer protections, add new commitments, or clarify existing terms take effect immediately and require no customer action.
Governing law and dispute resolution
This SLA and any disputes arising from it are governed by French law. Flowie and the customer submit to the exclusive jurisdiction of the Tribunal de Commerce de Paris for the resolution of any dispute that cannot be resolved through direct negotiation.
For customers domiciled outside the European Union, disputes may alternatively be submitted to ICC arbitration (International Chamber of Commerce) under the ICC Rules of Arbitration then in force, with the arbitration seat in Paris and proceedings conducted in English or French at the customer's election. The number of arbitrators shall be one for disputes under €500,000 and three for disputes at or above €500,000.
Buyers ask us this
Frequently asked questions
What counts as downtime under your SLA?
Downtime means the core Flowie platform is unavailable or returning errors for more than 50% of requests over a rolling 5-minute measurement window, as confirmed by Flowie's monitoring systems or by a customer-submitted incident report. Partial degradation — including slower processing, reduced throughput, or unavailability of non-core features (integrations, analytics dashboards, administrative functions) — does not constitute downtime unless it prevents document processing, approval routing, or payment execution. Scheduled maintenance windows announced with 7 days' notice are excluded from downtime calculations.
Are service credits my only remedy if you miss the SLA?
For most SLA breaches, yes — service credits are the sole and exclusive contractual remedy. This is a standard clause in commercial SaaS agreements and exists so that the financial consequences of outages are proportionate, predictable, and bounded for both parties. However, the sole remedy clause has explicit carve-outs: it does not apply to death or personal injury, fraud, breaches of data protection law, or — critically for our e-invoicing customers — regulatory non-compliance damages where Flowie's PA infrastructure failure is the proximate cause of a missed legally mandated transmission deadline. Those situations fall under general contract law, not the credit schedule. ⚠️ TO VALIDATE: GC sign-off on Sole Remedy carve-out for regulatory non-compliance damages (Art. 1231-5 risk on e-invoicing PDP exposure)
How does the 30% aggregate credit cap work?
The aggregate cap means that regardless of how many separate SLA breaches occur in a single calendar month, the total credits issued for that month cannot exceed 30% of your monthly recurring fee. For example: if you experience two separate outages in the same month — one triggering a 25% credit and one triggering a 10% credit — the total credit issued is capped at 30%, not 35%. The cap applies per month, resets each calendar month, and is calculated against the monthly recurring fee for the affected service only (not your total contract value). Unused credit does not roll over. ⚠️ TO VALIDATE: confirm Aggregate Credit Cap (30%) with CFO worst-case exposure model
How do I claim a service credit?
Submit a credit request by email to support@flowie.fr with the subject line "SLA Credit Request — [Month Year] — [Incident ID]" within 30 calendar days of the last day of the affected month. Include the incident ID from status.flowie.fr (linked under /uptime) or from your support ticket. Flowie will validate the claim against monitoring data within 10 business days. Valid credits are applied as a line-item deduction on your next invoice. Claims submitted after the 30-day window are not accepted. We do not apply credits automatically — the claim must be submitted.
Why does the SLA exclude regulatory non-compliance damages?
Most SLA documents exclude all consequential and indirect damages without exception. We have deliberately carved out regulatory non-compliance damages where Flowie is the proximate cause — meaning situations where a defect in Flowie's Plateforme Agréée (PA) infrastructure directly prevents a customer from meeting a legally mandated e-invoicing transmission deadline. That carve-out reflects the seriousness of the French e-invoicing mandate and our position as a certified PA. If Flowie's infrastructure failure causes a customer to miss a B2B or B2G transmission deadline required under the French 2026 reform, we do not believe it would be appropriate to limit remedy to a 5-10% credit. The legal standard for this carve-out requires Flowie to be the proximate cause — a customer's own configuration error, their ERP sending malformed XML, or a missed deadline unrelated to platform availability are not covered. See /security for our infrastructure posture.
What about force majeure events?
Force majeure events suspend our SLA obligations, but they must satisfy the three-condition French Civil Code test (Art. 1218): the event must be external to Flowie, genuinely unforeseeable at contract signing, and must make performance objectively impossible — not just harder or more expensive. A coordinated state-sponsored cyberattack affecting national infrastructure qualifies. A large volumetric DDoS attack that our infrastructure is designed to absorb does not. We will notify you within 24 hours of a qualifying force majeure event and resume SLA obligations within 48 hours of its resolution.
Can I get out of my contract if you breach the SLA repeatedly?
Repeated SLA breaches do not automatically trigger a termination right under this SLA. Termination rights are governed by your master subscription agreement, which typically includes provisions for material breach after written notice and a cure period. If you are concerned about repeated availability failures, the right conversation to have is with your account manager about contractual protections beyond the standard SLA — including escalation rights, dedicated infrastructure options, and guaranteed response-time enhancements under an Enterprise Support Agreement. Additionally, if Flowie modifies this SLA in a way that is materially adverse to you, you have 30 days to terminate with a full prorated refund of pre-paid fees.
What is the difference between Standard and Enterprise SLA?
The two tiers differ on three dimensions. First, availability target: Enterprise customers receive 99.95% during business hours (vs 99.9% for Standard), with a corresponding higher credit schedule for business-hours breaches. Second, support response: Enterprise P1 and P2 are both answered within 1 hour, 24×7 — Standard P1 is 2 hours and Standard P2 is 4 hours during business hours only. Third, consequence of breach: the credit schedule for Enterprise business-hours failures is more generous (10%/25%/50% vs 5%/10%/25% at the same availability bands). The 30% aggregate monthly cap applies equally to both tiers. If your finance workflows have hard cut-off times (payment runs, e-invoicing submission windows, month-end close), Enterprise is the appropriate tier.
Get the right SLA in your contract
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Get Enterprise SLA in your contractStatus monitoring is being instrumented — live page coming online Q3 2026