SLA Policy
Service Level Agreement (SLA)
01. What is SLA?
A Service Level Agreement (SLA) is an operational commitment that defines the monthly availability rate targets for the services provided by the Company to customers, as well as the service level standards applied when these targets are not met. The Company prioritizes the provision of stable services, and this SLA aims to provide objective criteria for evaluating service operations.
02. Definition of Service Interruption and Availability Rate
2.1 Definition of Service Interruption “Service Interruption” refers to a state in which a customer is unable to use a paid service provided by the Company because such service is not provided normally. Whether a service is interrupted is determined by comprehensively considering the Company’s internal system indicators, such as login success rate, request success rate, and error rate, as well as the service operation status. 2.2 Criteria for Calculating Downtime ・ Downtime is calculated as the “total sum (in minutes)” of service interruptions that occurred during the relevant month. ・ Downtime calculation is based on the Company’s internal system records. ・ Time restrictions on service usage caused by customers or external factors are not included in downtime. 2.3 Cases Excluded from Downtime and Downtime Calculation The following cases are not subject to service level assessment or compensation under this SLA. 1. Restriction on service usage caused by issues with equipment, networks, or software (including OS and applications) owned or managed by the customer. 2. Service interruption due to force majeure, such as natural disasters, war, terrorism, or nationwide network failures. 3. Disruption caused by services provided by a third party other than the Company. 4. Disruption caused by the customer's violation of the Terms of Service, non-compliance with usage guidelines, or unauthorized activities. 5. Service interruption due to inspections, updates, or maintenance announced in advance by the Company. 6. Restriction on service usage occurring in free plans, beta services, or test environments. 7. Other cases where the Company is not responsible due to reasons equivalent to the above items. 2.4 Calculation Method for Monthly Availability Rate The monthly availability rate (%) is calculated as follows: Monthly Availability Rate (%) = 100 × [1 − (Disruption time (minutes) for the relevant month ÷ Total time paid services provided (minutes) for the relevant month)]
03. Compensation Standards by Service Level
・ Monthly Availability: 99.0% or higher ~ less than 99.9% / Compensation Criteria: 10% of the relevant month's usage fee ・ Monthly Availability: 95.0% or higher ~ less than 99.0% / Compensation Criteria: 25% of the relevant month's usage fee ・ Monthly Availability: Less than 95.0% / Compensation Criteria: 50% of the relevant month's usage fee
04. Support Channels
If you have any inquiries regarding this SLA, service availability, or service interruptions, customers may contact the Company through the official support channels below. 4.1 Email Inquiry ・ Email address: support@flow.team ・ Customers can submit inquiries via the above email 24/7. 4.2 Additional Support Channels ・ Inquiry via the chatbot located at the bottom right of the homepage * After reviewing the submitted inquiry, the Company will provide guidance within a reasonable scope based on internal system metrics and operational records.
05. Scope and Changes to the SLA
・ This SLA applies only to customers using the Company's paid services. ・ The Company may amend this SLA due to reasons such as changes in service operation policies or amendments to laws and regulations, and will provide prior notice of such changes.
06. Supplementary Provisions
This SLA is effective from the date of announcement.
SLA Policy
Service Level Agreement (SLA)
01. What is SLA?
A Service Level Agreement (SLA) is an operational commitment that defines the monthly availability rate targets for the services provided by the Company to customers, as well as the service level standards applied when these targets are not met. The Company prioritizes the provision of stable services, and this SLA aims to provide objective criteria for evaluating service operations.
02. Definition of Service Interruption and Availability Rate
2.1 Definition of Service Interruption “Service Interruption” refers to a state in which a customer is unable to use a paid service provided by the Company because such service is not provided normally. Whether a service is interrupted is determined by comprehensively considering the Company’s internal system indicators, such as login success rate, request success rate, and error rate, as well as the service operation status. 2.2 Criteria for Calculating Downtime ・ Downtime is calculated as the “total sum (in minutes)” of service interruptions that occurred during the relevant month. ・ Downtime calculation is based on the Company’s internal system records. ・ Time restrictions on service usage caused by customers or external factors are not included in downtime. 2.3 Cases Excluded from Downtime and Downtime Calculation The following cases are not subject to service level assessment or compensation under this SLA. 1. Restriction on service usage caused by issues with equipment, networks, or software (including OS and applications) owned or managed by the customer. 2. Service interruption due to force majeure, such as natural disasters, war, terrorism, or nationwide network failures. 3. Disruption caused by services provided by a third party other than the Company. 4. Disruption caused by the customer's violation of the Terms of Service, non-compliance with usage guidelines, or unauthorized activities. 5. Service interruption due to inspections, updates, or maintenance announced in advance by the Company. 6. Restriction on service usage occurring in free plans, beta services, or test environments. 7. Other cases where the Company is not responsible due to reasons equivalent to the above items. 2.4 Calculation Method for Monthly Availability Rate The monthly availability rate (%) is calculated as follows: Monthly Availability Rate (%) = 100 × [1 − (Disruption time (minutes) for the relevant month ÷ Total time paid services provided (minutes) for the relevant month)]
03. Compensation Standards by Service Level
・ Monthly Availability: 99.0% or higher ~ less than 99.9% / Compensation Criteria: 10% of the relevant month's usage fee ・ Monthly Availability: 95.0% or higher ~ less than 99.0% / Compensation Criteria: 25% of the relevant month's usage fee ・ Monthly Availability: Less than 95.0% / Compensation Criteria: 50% of the relevant month's usage fee
04. Support Channels
If you have any inquiries regarding this SLA, service availability, or service interruptions, customers may contact the Company through the official support channels below. 4.1 Email Inquiry ・ Email address: support@flow.team ・ Customers can submit inquiries via the above email 24/7. 4.2 Additional Support Channels ・ Inquiry via the chatbot located at the bottom right of the homepage * After reviewing the submitted inquiry, the Company will provide guidance within a reasonable scope based on internal system metrics and operational records.
05. Scope and Changes to the SLA
・ This SLA applies only to customers using the Company's paid services. ・ The Company may amend this SLA due to reasons such as changes in service operation policies or amendments to laws and regulations, and will provide prior notice of such changes.
06. Supplementary Provisions
This SLA is effective from the date of announcement.
SLA Policy
Service Level Agreement (SLA)
01. What is SLA?
A Service Level Agreement (SLA) is an operational commitment that defines the monthly availability rate targets for the services provided by the Company to customers, as well as the service level standards applied when these targets are not met. The Company prioritizes the provision of stable services, and this SLA aims to provide objective criteria for evaluating service operations.
02. Definition of Service Interruption and Availability Rate
2.1 Definition of Service Interruption “Service Interruption” refers to a state in which a customer is unable to use a paid service provided by the Company because such service is not provided normally. Whether a service is interrupted is determined by comprehensively considering the Company’s internal system indicators, such as login success rate, request success rate, and error rate, as well as the service operation status. 2.2 Criteria for Calculating Downtime ・ Downtime is calculated as the “total sum (in minutes)” of service interruptions that occurred during the relevant month. ・ Downtime calculation is based on the Company’s internal system records. ・ Time restrictions on service usage caused by customers or external factors are not included in downtime. 2.3 Cases Excluded from Downtime and Downtime Calculation The following cases are not subject to service level assessment or compensation under this SLA. 1. Restriction on service usage caused by issues with equipment, networks, or software (including OS and applications) owned or managed by the customer. 2. Service interruption due to force majeure, such as natural disasters, war, terrorism, or nationwide network failures. 3. Disruption caused by services provided by a third party other than the Company. 4. Disruption caused by the customer's violation of the Terms of Service, non-compliance with usage guidelines, or unauthorized activities. 5. Service interruption due to inspections, updates, or maintenance announced in advance by the Company. 6. Restriction on service usage occurring in free plans, beta services, or test environments. 7. Other cases where the Company is not responsible due to reasons equivalent to the above items. 2.4 Calculation Method for Monthly Availability Rate The monthly availability rate (%) is calculated as follows: Monthly Availability Rate (%) = 100 × [1 − (Disruption time (minutes) for the relevant month ÷ Total time paid services provided (minutes) for the relevant month)]
03. Compensation Standards by Service Level
・ Monthly Availability: 99.0% or higher ~ less than 99.9% / Compensation Criteria: 10% of the relevant month's usage fee ・ Monthly Availability: 95.0% or higher ~ less than 99.0% / Compensation Criteria: 25% of the relevant month's usage fee ・ Monthly Availability: Less than 95.0% / Compensation Criteria: 50% of the relevant month's usage fee
04. Support Channels
If you have any inquiries regarding this SLA, service availability, or service interruptions, customers may contact the Company through the official support channels below. 4.1 Email Inquiry ・ Email address: support@flow.team ・ Customers can submit inquiries via the above email 24/7. 4.2 Additional Support Channels ・ Inquiry via the chatbot located at the bottom right of the homepage * After reviewing the submitted inquiry, the Company will provide guidance within a reasonable scope based on internal system metrics and operational records.
05. Scope and Changes to the SLA
・ This SLA applies only to customers using the Company's paid services. ・ The Company may amend this SLA due to reasons such as changes in service operation policies or amendments to laws and regulations, and will provide prior notice of such changes.
06. Supplementary Provisions
This SLA is effective from the date of announcement.