Legal
Service Level Agreement
Last updated: May 26, 2025
This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and remedies that CycleFlow provides to paying customers. Free plan users are not covered by this SLA but we will always endeavour to maintain a reliable service for all users.
1. Uptime commitment
CycleFlow targets 99.5% monthly uptime for the core service (dashboard, public changelog pages, and the embeddable widget) for Pro and Business plan subscribers.
| Plan | Monthly uptime target | Max allowable downtime/month |
|---|---|---|
| Free (Starter) | Best effort | No guarantee |
| Pro | 99.5% | ~3.6 hours |
| Business | 99.5% | ~3.6 hours |
2. Uptime calculation
Uptime is calculated as:
Uptime % = ((total minutes in month − downtime minutes) / total minutes in month) × 100
The following are excluded from downtime calculations:
- Scheduled maintenance (announced at least 24 hours in advance)
- Downtime caused by third-party services outside our control (e.g. Supabase, Vercel, Stripe outages)
- Downtime resulting from your actions, including misconfiguration or exceeding rate limits
- Force majeure events
3. Support response times
| Priority | Description | Pro | Business |
|---|---|---|---|
| Critical | Service completely unavailable | 8 business hours | 4 business hours |
| High | Major feature broken or degraded | 1 business day | 1 business day |
| Normal | General questions and minor issues | 3 business days | 2 business days |
Business hours are Monday–Friday, 09:00–18:00 UTC, excluding public holidays. Response time means the time to our first substantive reply, not resolution time.
4. Remedies for downtime
If monthly uptime falls below the target and the cause is within our control, eligible customers may request a service credit:
| Monthly uptime achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.49% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Credits are applied to your next billing cycle and are your sole remedy for downtime under this SLA. Credits do not carry over if your account is cancelled. To request a credit, email support@cycleflow.io within 14 days of the incident.
5. Data backup
CycleFlow performs automated daily backups of all customer data with a 7-day retention window. Backups are stored in a separate region from primary data. We do not currently offer on-demand backup exports, but you can export your changelog entries at any time from the dashboard.
6. Incident communication
In the event of a significant incident we will post updates at our status page. Critical incidents affecting multiple customers will also be communicated by email to affected paid accounts.
7. Limitations
This SLA does not apply to features marked as "beta" or "coming soon". Credits issued under this SLA are not transferable and have no cash value. The maximum aggregate credit in any calendar month is 50% of that month's subscription fee.
8. Contact
To report an incident or request a credit, email support@cycleflow.io.