Flowpass refers to Flowpass AB, registered with the Swedish Companies Registration Office under company number 559264-3885. This includes its affiliated companies and any subcontractors engaged to support service delivery. References to "us" or "we" refer to Flowpass.

A Client is any subscriber with a valid Flowpass platform license.

FPP is the Software-as-a-Service (SaaS) version subscribed to by the Client. ClientLA does not apply to Clients using Pilot or Beta versions of FPP.

This SLA defines a set of SLOs with performance targets, representing the minimum service levels that Flowpass commits to fulfilling each calendar quarter during the contract term.

Scheduled Downtime refers to planned periods when FPP is unavailable for routine upgrades or maintenance. This does not include urgent security patches, which may be applied without prior notice.

A Disaster is any catastrophic event (e.g., fire, flood, cyber-attack) that renders FPP completely inaccessible or unusable.

Disaster Recovery is restoring FPP to operational status after a Disaster.

The RTO is the maximum estimated time to restore FPP operations following a Disaster.

The RPO is the maximum allowable period of data loss (in hours) following a Disaster.

An Incident is an event that disrupts or degrades the quality of FPP, ranging from complete system outages to configuration errors.

Incident priority is based on urgency and impact, determining how quickly a resolution is needed.

Flowpass' working hours are Monday to Friday, 9:00 AM to 5:30 PM CET (UTC +1), excluding Swedish public holidays.

A Working Hour is any one hour within a Working Day.

The estimated maximum time for Flowpass to acknowledge an incident or service request. Measured from the time of email submission or, if reported via phone, from the initial contact.

The estimated maximum time to resolve the root cause of an incident or implement a temporary solution.

The estimated maximum time to fulfill a service request, excluding waiting periods for client actions.

A Critical Function is a time-sensitive component of FPP that could materially impact the Client Clientonal.

This SLA defines the performance standards Flowpass commits to maintaining for its SaaS platform and related services.

The SLO targets have been established based on industry standards and internal performance analysis. These targets are practical and achievable, ensuring efficiency and reliability.

To maintain operational consistency, Flowpass applies standardized targets across all Clients. This document may be updated to enhance SLOs, but existing commitments will not be weakened or withdrawn during an active contract term.

This SLA applies only to Clients who have purchased relevant services. Unrelated SLOs should be disregarded.

Availability measures the percentage of time FPP is accessible and functioning correctly, excluding:

An independent third-party provider measures availability.

If Flowpass fails to meet the agreed Minimum Availability per Calendar Quarter (99%), the Client is entitled to Cliente credits as compensation:

Clients must submit a written claim within 30 days of the end of the affected quarter to receive service credits. These credits do not apply if downtime results from Force Majeure events, Client-side issues, or third-party provider failures outside Flowpass's control.

If a Client is dissatisfied with the service levels, they should:

5. Service Level Reporting
Flowpass produces quarterly Service Level Reports upon request. These reports will be discussed in meetings to review service-level failures and agree on remedial actions to prevent recurrence.