Definitions

TermDefinition
Critical issueThe situation completely halts your business operations and no procedural workaround exists:
  • Service is down or unavailable.
  • Data corrupted or lost and must restore from backup.
  • A critical documented feature / function is not available.
This type of issue requires the customer to have dedicated resources available to work on the issue on an ongoing basis with Fliplet.
High priority issueThe situation partially halts your business operations and no procedural workaround exists:
  • An issue is affecting some but not all of the users
  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important features of the product are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
This type of issue requires the customer to have resources available to work on the issue with Fliplet when requested.
Medium priority issueThere 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 timeThe time it takes for Fliplet to acknowledge the support ticket. Typical responses include:
  1. Email confirming your ticket has been received
  2. Chat message confirming your ticket has been received
  3. Verbal confirmation your issue is being looked into
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:
  1. Apple devices with a specific operating system version
  2. Android devices with a specific operating system version
  3. Windows 10 devices
  4. Web browsers from specific vendors and with specific versions
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.
BackupFliplet 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.

Uptime target

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.

Support channels

Email ticketing system: support@fliplet.com(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 priorityResponse time
Critical4 hours
High8 hours
Medium48 hours
Low72 hours

Resolution hours

The times we can resolve issues.

9:30 am – 6:30 pm UK working days, excluding public vacations

Resolutions times from response time

Resolution time refers to the target number of resolution hours lapsed since a response was supplied.

Issue priorityResponse time
Critical8 hours
High48 hours
Medium7 days
LowNo time specified
App build times – Web, iOS & Android2 days
App build times – Win105 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

Penalty clause

Under Fliplet’s standard SLA:

  1. No credit is due to a client from Fliplet for failure to achieve the targets.
  2. No credit or fees are due to Fliplet from a client if they incorrectly categorise support requests.

Premium SLA

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.