1. Uptime Commitment
Flowtriq Networks Inc. commits to 99.9% monthly uptime for the API (agent ingestion endpoint) and the dashboard. This corresponds to no more than approximately 43 minutes of downtime per month.
2. Definitions
"Downtime" means the Service is unavailable or returning errors for more than 1% of requests over a 5-minute window, as measured by our monitoring systems. Scheduled maintenance and beta features are excluded.
3. Scope of Coverage
What Is Covered
This SLA covers the following components of the Flowtriq platform:
- The Flowtriq API, including the agent telemetry ingestion endpoint.
- The Flowtriq dashboard (web application at flowtriq.com).
- The incident alerting and notification system.
Agent Availability
The ftagent software runs locally on your servers and is not covered by this SLA. Agent availability depends on your own server infrastructure, operating system, network connectivity, and resource allocation. Flowtriq is not responsible for agent downtime caused by issues on your servers. We provide documentation and best practices for maintaining agent uptime, but the responsibility for keeping the agent running lies with you.
Monitoring Scope
Flowtriq monitors and detects attacks based on the telemetry data reported by installed agents. Network segments, servers, or infrastructure that do not have a Flowtriq agent installed are not monitored and are not covered by this SLA. It is your responsibility to ensure agents are installed and running on all servers you wish to monitor.
4. Service Credits
If monthly uptime falls below the commitment, customers on paid plans are eligible for credits:
- 99.0% - 99.9%: 10% of monthly fee
- 95.0% - 99.0%: 25% of monthly fee
- Below 95.0%: 50% of monthly fee
Credits must be requested within 30 days of the incident by emailing [email protected].
Credit Cap
Service credits in any single billing period shall not exceed 50% of the monthly fee for that billing period. Service credits are applied to future invoices and are not redeemable for cash. Credits are your sole and exclusive remedy for any failure to meet the uptime commitment.
5. Mitigation SLA
For customers with configured mitigation adapters (BGP FlowSpec, RTBH, or cloud scrubbing), Flowtriq targets the following response times from the moment an attack is detected:
- BGP FlowSpec / RTBH rule deployment: Within 5 seconds of detection for configured adapters.
- Cloud scrubbing announcement: Within 15 seconds of detection.
These mitigation response times are best-effort targets, not guarantees. Actual deployment times may vary depending on network conditions, upstream provider response times, BGP convergence, and the complexity of the attack. Flowtriq is not responsible for delays caused by third-party infrastructure, upstream provider processing times, or BGP propagation across autonomous systems.
6. Data Durability
Incident records (attack metadata, severity, timestamps, and mitigation actions) are retained for the lifetime of the account. PCAP files are retained according to your plan tier: 7 days for standard plans, up to 365 days for enterprise plans.
While Flowtriq takes reasonable measures to protect stored data, including regular backups, we do not guarantee against data loss resulting from force majeure events (see Section 8). We recommend that you export critical data regularly via the API.
7. Exclusions
The SLA does not apply to downtime caused by: customer-side network issues, force majeure events, DDoS attacks on Flowtriq infrastructure, scheduled maintenance (notified 24 hours in advance), abuse that triggers protective measures, beta or preview features, or third-party service outages (including upstream transit providers and cloud scrubbing partners).
8. Scheduled Maintenance
Scheduled maintenance is announced at least 24 hours in advance via the status page and email. Maintenance is typically performed between 02:00 and 04:00 UTC on weekdays.
9. Support Response Times
- Critical (service down): 1 hour initial response
- High (degraded service): 4 hours initial response
- Normal (questions/bugs): 1 business day
10. Escalation Matrix
Flowtriq uses a three-tier escalation process for incidents:
- L1 - Automated Alerts: Automated monitoring detects the issue and triggers alerts. Customers are notified via configured alert channels (email, webhook, Slack). Most incidents are resolved automatically at this tier through self-healing processes.
- L2 - Engineering On-Call: If automated resolution is not possible, the issue is escalated to the on-call engineer within 15 minutes. The on-call engineer investigates and works to resolve the issue, providing updates to affected customers.
- L3 - Platform Lead: If the issue persists for more than 1 hour or involves a platform-wide outage, it is escalated to the platform lead for direct intervention and coordination of all resolution efforts.
For urgent escalations, contact [email protected] with "URGENT" in the subject line.
11. Incident Communication
During service incidents, Flowtriq commits to the following communication timelines:
- Initial status page update within 15 minutes of incident detection.
- Ongoing updates at least every 30 minutes for Critical incidents and every 60 minutes for High severity incidents until the incident is resolved.
- Resolution notification posted to the status page and sent by email when the incident is resolved.
- Post-incident report published within 48 hours for Critical incidents. The report will include a root cause analysis, a timeline of events, impact summary, and corrective actions taken to prevent recurrence.
Historical uptime data and incident history are available on the status page.
12. Enterprise SLA
Customers on Enterprise or Custom plans may negotiate custom SLA terms, including higher uptime commitments, dedicated support channels, faster response times, and custom escalation procedures. Custom SLA terms are documented in a separate Order Form or Enterprise Agreement and, where they differ from this SLA, the custom terms shall prevail. To discuss enterprise SLA options, contact [email protected].
13. Measurement
Uptime is calculated as: (total minutes - downtime minutes) / total minutes x 100. Uptime is measured on a calendar-month basis. Historical uptime data is available on the status page.