> For the complete documentation index, see [llms.txt](https://docs.flosum.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.flosum.com/resources/policies-and-security/corporate-policies-and-security-compliance/product-level-certifications/backup-and-archive/service-level-agreement-sla.md).

# Service Level Agreement (SLA)

## Service Incident and Disaster Recovery <a href="#service-incident-and-disaster-recovery" id="service-incident-and-disaster-recovery"></a>

Flosum's hosted cloud instance runs on AWS, while the self-hosted instance runs on the customer’s cloud or hardware. Flosum interacts with Salesforce, both retrieving and sending data. As such, aspects of Flosum's functionality are directly tied to Salesforce's uptime and availability and are therefore subject to Salesforce's uptime, restoration, and recovery SLAs. When Flosum is self-hosted by the customer, aspects of Flosum's functionality are directly tied to the customer's uptime and availability. They are therefore subject to the customer's uptime, restoration, and recovery SLAs.

* Flosum continuously endeavors to ensure security, compliance, and availability for customers 24/7, except during planned downtime or force majeure events. Flosum's Recovery Time Objective (RTO) is 12 hours, and its Recovery Point Objective (RPO) is 4 hours.
* Flosum's disaster recovery plans aim to restore the service within 12 hours after a disaster declaration, with a maximum customer data loss of 24 hours.
* Salesforce endeavors to maintain continuous improvement and trust in its infrastructure, ensuring customer availability 24/7, except during planned downtime or force majeure events. Salesforce's Recovery Time Objective (RTO) is 12 hours, and its Recovery Point Objective (RPO) is 4 hours.
* Salesforce's disaster recovery plans aim to restore the service within 12 hours after a disaster declaration, with a maximum customer data loss of 24 hours.

## Flosum Support SLA <a href="#flosum-support-sla" id="flosum-support-sla"></a>

Regular support hours: 7 am to 7 pm EST, Monday to Friday.

### For Issues Affecting Availability <a href="#for-issues-affecting-availability" id="for-issues-affecting-availability"></a>

* First response target: 2 hours
* Ongoing update target: 4 hours
* Off-hours emergency monitoring: Provided

### For Issues Not Affecting Availability <a href="#for-issues-not-affecting-availability" id="for-issues-not-affecting-availability"></a>

* First response target: 1 business day
* Ongoing response target: 1 business day
* Ongoing update target: Once per week

#### **Support Metric Definitions:**

* First response: Time from case submission to the first response by a Support team member.
* Ongoing response: Elapsed time between the latest customer response and response from the Support team.
* Ongoing update: For in-progress cases pending Support analysis/action, one update per week on current status.

In the event of Salesforce disruptions, Flosum will collaborate with Salesforce engineers and align with Salesforce's standard support and restoration SLAs.

## Flosum Hosted Implementation Plan <a href="#flosum-hosted-implementation-plan" id="flosum-hosted-implementation-plan"></a>

### Flosum Backup and Archive Implementation Plan (Flosum Hosted) <a href="#flosum-backup-and-archive-implementation-plan-flosum-hosted" id="flosum-backup-and-archive-implementation-plan-flosum-hosted"></a>

1. The customer may choose to run their production Backup & Archive tenant in the Germany or the United States Flosum-hosted environments.
2. Flosum will guide the initial two-week implementation of the Backup & Archive tenant. This includes two weekly working sessions, guiding the customer through self-registration, tenant login, user configuration, Salesforce org connection, and automated backup configuration. The goal is to ensure customer confidence in using their Backup & Archive system independently.

## Customer Hosted Implementation Plan <a href="#customer-hosted-implementation-plan" id="customer-hosted-implementation-plan"></a>

### Flosum Backup and Archive Implementation Plan (Customer Hosted) <a href="#flosum-backup-and-archive-implementation-plan-customer-hosted" id="flosum-backup-and-archive-implementation-plan-customer-hosted"></a>

1. The customer may choose to run their production Backup & Archive tenant in their own cloud or on physical hardware.
2. Flosum will guide the customer in configuring their cloud or physical hardware environment during implementation. The customer will provide resources to configure the necessary infrastructure and deploy the app. The customer will have ongoing responsibility for managing the infrastructure and the app.
3. Flosum will guide the initial two-week implementation of the Backup & Archive tenant. This includes two weekly working sessions, guiding the customer through user configuration, Salesforce org connection, and automated backup configuration. The goal is to ensure customer confidence in using their Backup & Archive system independently.


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