> 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/support/service-level-agreement.md).

# 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.

<table><thead><tr><th width="158.65625">Severity Level</th><th width="134.1796875">Initial Response</th><th width="155.41796875">Resolution Target</th><th>Description</th></tr></thead><tbody><tr><td>Critical (P1)</td><td>1 hour</td><td>4 hours</td><td>Production is down, data integrity is at risk, and there is no workaround</td></tr><tr><td>High (P2)</td><td>2 hours</td><td>8 hours</td><td>Major functionality impaired, a temporary workaround may exist</td></tr><tr><td>Medium (P3)</td><td>8 hours</td><td>2 business days</td><td>Minor feature issues, stable workaround available</td></tr><tr><td>Low (P4)</td><td>2 business days</td><td>Within 1 week</td><td>General inquiries, feature requests, or documentation needs</td></tr></tbody></table>

### 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                   | <support@flosum.com>         | All packages       |

{% hint style="info" %}
All response times for Standard Support are measured during business hours. Premium and Signature Plus packages include extended coverage for critical issues.
{% endhint %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.flosum.com/support/service-level-agreement.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.