Fliplet Standard Service Level Agreement (SLA)
|Critical issue||The situation completely halts your business operations and no procedural workaround exists:|
|High priority issue||The situation partially halts your business operations and no procedural workaround exists:|
|Medium priority issue||There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.|
|Low priority issue||Inquiry regarding a routine technical issue; information requested on application capabilities or configuration; bug affecting a small number of users or less. Acceptable workaround available. |
This is the default applied to all issues unless the customer specifies the issue has a higher priority.
|Response time||The time it takes for Fliplet to acknowledge the support ticket. Typical responses include:|
|Resolution||The issue is resolved based on its current priority. If additional issues continue to occur they will be created as new requests and this request will be closed.|
|Uptime||The product responds as is expected to a request via Fliplet Studio or via an app up to 30 seconds after a request is made.|
|Apps built with Fliplet||Refers to apps created with Fliplet’s product including Fliplet Viewer. This includes apps on:|
|To find out the current versions of each operating system we support please consult Fliplet as these change based on the current versions of software released. Apps can offer a 100% uptime guarantee if they work offline and do not depend on Fliplet’s infrastructure to operate.|
|Fliplet API||Refers to the APIs Fliplet exposes to its apps and Fliplet Studio for supplying data and control.|
|Fliplet Studio||The web interface supplied for building apps in web browsers from specific vendors and with specific versions. |
To find out the current versions of each web browser we support please consult Fliplet as these change based on the current versions of software released.
|Backup||Fliplet backs data up daily and stores backups for a minimum of 30 days. Backups are stored in the same geographic region and across multiple sites. Fliplet does not move the data outside of the geographic region it is created within.|
Fliplet aims to ensure its services are online an average of 99% of the time. This uptime covers:
- Apps built with Fliplet
- Fliplet API
- Fliplet Studio
This uptime excludes pre-agreed maintenance periods. Maintenance periods will be communicated to Fliplet account administrators by email. 99% update means Fliplet targets no higher downtime than:
- 1.7 hours per week
- 7.3 hours per month
- 87.6 hours per year
Support hours and language
9:30 am – 6:30 pm UK working days, excluding public vacations 9:30 am – 6:30 pm US EST working days, excluding public vacations Support is offered in English.
Email ticketing system: firstname.lastname@example.org(provided by Kayako) Online ticketing system: https://help.fliplet.com (provided by Kayako) Support site: https://help.fliplet.com (provided by Kayako) Chat: via Fliplet Studio (provided by Kayako) Phone: +44 (0)20 3582 9720 (UK) +1 (415) 200 3720 (US)
Response times during support hours
Average response time: Less than 1 hour.
|Issue priority||Response time|
The times we can resolve issues. 9:30 am – 6:30 pm UK working days, excluding public vacations
Resolution times from response time
Resolution time refers to the target number of resolution hours lapsed since a response was supplied.
|Issue priority||Resolution time|
|Low||No time specified|
|App build times – Web, iOS & Android||2 days|
Scope of SLA
These aspects are covered by this SLA:
- Fliplet’s servers
- Fliplet’s APIs
- Fliplet Studio
- Fliplet Viewer
- Functionality provided by standard features in Fliplet Studio, APIs or servers
- Custom code or functionality created by Fliplet for a customer due to a professional services commercial agreement
These aspects are not covered
- Content or design provided by the customer., this is managed by the customer via Fliplet Studio or Fliplet APIs
- Custom code that adds new features or alters existing functionality created by the client
Under Fliplet’s standard SLA:
- No credit is due to a client from Fliplet for failure to achieve the targets.
- No credit or fees are due to Fliplet from a client if they incorrectly categorise support requests.
For clients with high priority apps, Fliplet offers a Premium SLA that includes:
- Enhanced support hours
- Enhanced geographic coverage
- Higher uptime guarantees
- Credit clauses when performance falls below 99% uptime
To discuss these options please contact your Fliplet salesperson.