SERVICE LEVEL AGREEMENT

Our Commitment
to Reliability

PsychFlo guarantees platform availability by tier. When we miss the mark, you receive automatic service credits — no questions asked.

View Live StatusReport an Incident

Uptime Guarantees by Plan

STARTER

99.5%

monthly uptime guarantee

Support response48 hours
Incident response24 hours
Service creditUp to 10% of monthly fee
Support channelsEmail
MOST POPULAR

GROWTH

99.9%

monthly uptime guarantee

Support response8 hours
Incident response4 hours
Service creditUp to 25% of monthly fee
Support channelsEmail, Slack

ENTERPRISE

99.99%

monthly uptime guarantee

Support response1 hour
Incident response30 minutes
Service creditUp to 50% of monthly fee
Support channelsEmail, Slack, Phone

Incident Severity Levels

All response times are measured from the time PsychFlo acknowledges the incident.

P1 — Critical

Full platform outage or data loss risk

INITIAL RESPONSE

30 min (Enterprise) / 2h (Growth) / 4h (Starter)

RESOLUTION TARGET

4h target

P2 — High

Core feature unavailable, significant impact

INITIAL RESPONSE

2h (Enterprise) / 8h (Growth) / 24h (Starter)

RESOLUTION TARGET

24h target

P3 — Medium

Non-critical degradation, workaround available

INITIAL RESPONSE

8h (Enterprise) / 24h (Growth) / 48h (Starter)

RESOLUTION TARGET

72h target

How Service Credits Work

If PsychFlo fails to meet the monthly uptime commitment for your plan, you are eligible for service credits applied to your next invoice.

99.0% – SLA threshold

10% credit

95.0% – 98.99%

25% credit

Below 95%

50% credit

→Credits are applied automatically within 5 business days of a qualifying incident closing.
→Credits are capped at 50% of your monthly subscription fee.
→Credits do not apply to one-time fees, setup costs, or overage charges.
→You must report the downtime incident within 30 days of occurrence to be eligible.
→Credits cannot be converted to cash or transferred between accounts.

Definitions

Monthly Uptime %

The percentage of total minutes in a calendar month during which the PsychFlo service is available and operational, excluding scheduled maintenance windows.

Downtime

A period where the PsychFlo platform is completely unavailable or returning errors on >50% of requests, not caused by factors outside PsychFlo's reasonable control.

Service Credit

A percentage reduction applied to your next monthly invoice as compensation for downtime exceeding your tier's SLA commitment.

Incident

Any event causing unplanned degradation or unavailability of the PsychFlo service, classified as P1 (critical), P2 (high), or P3 (medium).

SLA Exclusions

The following are not counted as downtime for SLA purposes:

1Scheduled maintenance (communicated 48h in advance via status page)
2Force majeure events (natural disasters, war, government action)
3Third-party service outages beyond PsychFlo's control (AWS, Anthropic, Supabase global outages)
4Customer-caused issues (misconfiguration, API misuse, exceeding rate limits)
5Planned upgrades to improve service performance or security
6Issues caused by unsupported browsers or environments

REPORT AN INCIDENT

Experiencing an outage? Contact us immediately — Enterprise customers get a dedicated on-call line.

Email Support

CUSTOM ENTERPRISE SLA

Need 99.99% uptime, dedicated infrastructure, or a bespoke SLA agreement? Talk to our enterprise team.

Book a Demo

This SLA is incorporated into and subject to the PsychFlo Terms of Service. Effective date: 18 September 2026.
PsychFlo reserves the right to update this SLA with 30 days notice via email and the status page.