Service Level Agreement

Cloud Applications

Our Service Level Agreements (SLAs) are structured to provide rapid response and resolution based on issue severity. We maintain four priority levels, from Critical (P1) to Low (P4), each with specific response and resolution timeframes.

For critical issues affecting production or data integrity, we commit to an initial response within one (1) hour and target resolution within four (4) hours. High-priority issues receive attention within two (2) hours, while medium and low-priority items are addressed according to business impact and available workarounds. These SLAs reflect our commitment to minimizing system disruptions and ensuring continuous business operations for our customers.

Severity Level	Initial Response	Resolution Target	Description
Critical (P1)	1 hour	4 hours	Production is down, data integrity is at risk, and there is no workaround
High (P2)	2 hours	8 hours	Major functionality impaired, a temporary workaround may exist
Medium (P3)	8 hours	2 business days	Minor feature issues, stable workaround available
Low (P4)	2 business days	Within 1 week	General inquiries, feature requests, or documentation needs

Support Contact Information

Channel	Details	Availability
Virtual Assistant	https://docs.flosum.com	Cloud Applications
Support Case via Portal	https://support.flosum.com	All packages
Email	[email protected]	All packages

Note: All response times for Standard Support are measured during business hours. Premium and Signature Plus packages include extended coverage for critical issues.