Service Level Agreement

1. Service Availability Commitment

Flowwithlit commits to providing 99.9% Monthly Uptime Percentage for core API endpoints, checkout widgets, and payout processing pipelines. Monthly Uptime Percentage is calculated as total operational minutes minus unexcused downtime minutes, divided by total minutes in the calendar month.

2. Incident Severity & Response Times

Flowwithlit maintains dedicated 24/7 engineering operations. In the event of platform disruption, initial response times are governed by incident severity:

• Severity 1 (Critical Outage): Complete inability to process transactions or access API endpoints. Target initial response within 15 minutes.
• Severity 2 (Major Impairment): Partial API latency degradation or non-critical feature outage. Target initial response within 1 hour.
• Severity 3 (Minor Issue): Non-disruptive dashboard bugs or minor UI glitches. Target initial response within 4 hours.

3. Service Credit Structure

If Flowwithlit fails to meet the 99.9% uptime commitment in any calendar month, verified merchant accounts are eligible to claim Service Credits against future processing fees:

• 99.0% – 99.89% Availability: 10% credit of monthly transaction processing fees.
• 95.0% – 98.99% Availability: 25% credit of monthly transaction processing fees.
• Below 95.0% Availability: 50% credit of monthly transaction processing fees.

4. Exclusions & Uncontrollable Events

The SLA uptime calculation excludes downtime resulting from: scheduled maintenance announced at least 48 hours in advance, third-party commercial bank network downtime, decentralized blockchain network congestion (e.g. Bitcoin/Solana/Ethereum gas delays), client-side integration bugs, or events of Force Majeure.

5. Requesting Service Credits

To receive a service credit, merchants must submit a written claim to support@flowwithlit.com within 30 days of the affected billing cycle.