Service Level Agreement
This Service Level Agreement (“SLA“) is an appendix to and forms an integral part of the Agreement entered into between Oneflow (“Provider”) and the customer (“Customer”). This SLA is subject to the Terms of Use that form part of the Agreement. In the event of a conflict between the terms of this SLA and the Terms of Use, the Terms of Use prevail, unless explicitly stated otherwise herein. Capitalized terms not defined in this SLA have the meaning set forth in the Terms of Use.
1. Applicability and Service Tiers
1.1 This SLA defines the service levels applicable to the Service. The Provider offers two tiers: Standard SLA and Premium SLA.
- Standard SLA: This tier is included by default for all Customers with an active subscription to the Service. It provides baseline commitments for service availability and support.
- Premium SLA: This is an enhanced, paid add-on service (“Premium SLA Package“) that provides higher service level commitments, faster support, and greater remedies.
1.2 The service tier applicable to the Customer is specified in the Order Form. If no tier is specified, the Standard SLA applies.
2. Definitions
“Availability” or “Uptime“: The percentage of time in a calendar month during which the Service is operational and accessible to the Customer.
“Business Days” or “BD”: Monday through Friday, excluding weekends (Saturday and Sunday) and public Swedish holidays.
“Downtime“: The total number of minutes in a calendar month during which the Service is not Available. Downtime excludes periods of unavailability due to Scheduled Maintenance or Excluded Events.
“Monthly Uptime Percentage“: Calculated as: (Total minutes in a month on a 24/7 basis – Downtime) / Total minutes in a month * 100.
“Excluded Events“: Any unavailability caused by: (a) factors outside the Provider’s reasonable control, including force majeure events; (b) Customer’s or any third party’s software, hardware, or actions; (c) Customer’s failure to adhere to required configurations; (d) malicious attacks originating from the Customer’s side.
“Issue”: An unplanned interruption in the operation of the Service or a reduction in its quality.
“Response Time”: The time from when the Customer reports an Issue until the Provider’s support team initiates troubleshooting and correction.
“Resolution Time”: The time from when troubleshooting is initiated until the Issue is resolved, or a reasonable workaround is provided.
“Scheduled Maintenance”: Planned maintenance work on the Service as described in section 3.2.
“Service Credit”: A credit applied to Premium SLA Customers’ subscription fee (calculated/month) if the Provider fails to meet the agreed Availability target, as detailed in Section 3.
“Support Hours”: 08:00 to 17:00 CET/CEST, Monday to Friday, excluding Swedish public holidays.
3. Service Levels
3.1. Availability
The Provider undertakes to use commercially reasonable efforts to ensure an Availability of the Service with a Monthly Uptime Percentage of 99.9%.
3.2. Scheduled Maintenance
The Provider may perform Scheduled Maintenance on the Service. To the extent such maintenance can be reasonably expected to materially affect the Availability of the Service, the Provider will endeavor to:
a) Perform such work on weekdays between 00:00 – 04:00 CET/CEST or weekends.
b) Inform the Customer at least five (5) Business Days in advance through status.oneflow.com.
Unavailability due to properly notified Scheduled Maintenance will not be considered Downtime.
4. Service Monitoring and Issue Management
4.1 Service Monitoring: The Provider makes real-time and historical data on Service Availability accessible to the Customer via a public status page, currently located at status.oneflow.com. It is the Customer’s sole responsibility to monitor the Service’s Availability via the status page. The Provider has no obligation to proactively monitor Availability on behalf of the Customer or to issue reports on service levels.
4.2 Issue Reporting
The Customer can report issues with the Service to the Provider’s support via email at support@oneflow.com. Issue reporting is available 24/7, but Response Times are measured during Support Hours. For reports submitted outside of Support Hours, the time measurement begins at the start of the next Business Day.
4.3 Issue Priority and Response Times
The Provider will manage Issues according to the priority levels below. The Target Response Time varies depending on the Customer’s SLA tier.
| Severity Level | Severity Level Description | Target Response Time | Target Resolution Time |
| 1 – Critical | Critical production issue affecting all users. Includes system unavailability and data integrity issues where no workaround is available. | Standard SLA: 4 hours Premium SLA: 1 hour | Standard SLA: – Premium SLA: 4 hours |
| 2 – High | Major functionality is impacted, or significant performance degradation is experienced for many users. No reasonable workaround available. | Standard SLA: 8 hours Premium SLA: 2 hours | Standard SLA: – Premium SLA: 8 hours |
| 3 – Medium | System performance issue or bug affecting some, but not many, users. A reasonable workaround may exist. | Standard SLA: 3 BD Premium SLA: 1 BD | Standard SLA: – Premium SLA: 3 BD |
| 4 – Low | Inquiries about routine technical issues, information requests on application capabilities, navigation, installation, or configuration. | Standard SLA: 10 BD Premium SLA: 2 BD | Standard SLA: – Premium SLA: 10 BD |
4.4 Escalation
The Provider maintains an internal escalation procedure to ensure that unresolved or critical Issues receive appropriate management attention.
4.5 Measurement of Downtime: Downtime is measured from the time an Issue is reported by the Customer to the Provider’s support. An Issue is considered resolved, and the Service considered Available, when the Provider has remedied the cause of the error or provided a reasonable workaround.
5. Service Credits (Premium SLA Customers only)
5.1 If the Availability of the Service falls below the agreed 99.9% level in a calendar month, the Customer’s sole and exclusive remedy is to receive a Service Credit against the subscription fee, in accordance with Table 2 (only eligible for Customers that have purchased Provider’s Premium SLA).
5.2 Table 2: Service Credits
| Availability (Monthly Uptime Percentage) | Service Credit (% of Premium SLA Customer’s monthly fee according to the Agreement) |
| 99.9% – 99.71% | 10% |
| 99.7% – 99.51% | 20% |
| 99.5% – 99.11% | 50% |
| 99.1% – 96.71% | 60% |
| < 96,7 % | 100% |
5.3 Service Credit Process: To receive a Service Credit, the Customer must notify the Provider in writing within ninety (90) days after the month during which the Availability was below the agreed level. The Service Credit will be offset against the Customer’s subsequent payments of fees. The total Service Credit must not exceed the monthly subscription fee.
If you have any questions, please do not hesitate to email support@oneflow.com