Version 2026-11-02 · 2 November 2026
Service Level Agreement
How expressly agreed availability, support and service-credit commitments apply.
You can save or print this page using your browser. Contract terms apply from acceptance or a properly notified effective date; publication does not retrospectively change an existing agreement.
1. When an SLA applies
This page explains the framework for a contracted SLA. A numeric uptime guarantee, response time, support schedule or service credit applies only if included in your accepted order or signed support schedule. This page does not create 24-hour support, a recovery-time guarantee or an unspecified credit entitlement. Preview, development and customer-managed deployments require their own expressly agreed scope.
The applicable schedule must identify covered services, measurement boundaries, service hours and timezone, support contacts, severity definitions, response and update targets, maintenance notice and limits, exclusions and credit calculations. Ask support@fleximetadoc.com for the schedule attached to your order.
2. Availability measurement
Unless the signed schedule uses a different expressly agreed method, monthly availability is 100 × (eligible minutes minus qualifying unavailable minutes) ÷ eligible minutes. Eligible minutes are the covered service minutes in that month after only the agreed exclusions. If there are no eligible minutes, a percentage is not reported. We use service monitoring and incident evidence and consider relevant customer evidence; a status page alone is not conclusive.
Maintenance and events outside our reasonable control are excluded only to the extent stated in the schedule and actually responsible for the outage. Provider failures are not automatically excluded simply because a third party is involved. Exclusions do not excuse our failure to apply required safeguards, reasonably mitigate an incident or meet a non-excludable legal duty.
3. Incidents and support
Report incidents to support@fleximetadoc.com with the affected tenant or service, start time, symptoms, impact and a safe contact method. Avoid confidential document content in the initial report. Acknowledgement, investigation, updates, workaround and resolution are separate events. We prioritise using actual impact and the contracted support schedule, without inventing a resolution deadline.
A security compromise follows the privacy incident process and operator notification duties. POPIA notification duties are not delayed by support hours, a severity label or an SLA claim window.
4. Credits, disputes and remedies
Where the contract provides service credits, its percentage, eligible fees, maximum credit and claim process apply. Submit the dates, affected service and available evidence through support. We will explain the calculation and any rejection. No unlisted claim deadline or credit percentage is created by this page.
Credits are an exclusive remedy only for the particular contractual availability commitment where the signed agreement expressly and lawfully says so. They do not displace mandatory refunds, consumer remedies, non-waivable privacy rights, or claims excluded from the liability limits. Any applicable damages cap is the most-recent-payment cap in section 9 of the Terms of Service; this page creates no separate cap.