Service Level Agreement

Effective: May 1, 2026 · Version: 2026.05.01-1

This Service Level Agreement ("SLA") describes OfiFlow's availability commitments for the OfiFlow vertical-software platform and related services (the "Services") and the service credits available if those commitments are not met. The SLA is incorporated by reference into the OfiFlow Master Services Agreement.

If you have questions or need to claim a service credit, email support@ofiflow.com.

1. Definitions

• "Available" means the Services are accessible to Customer's Authorized Users for their core use (login, view dashboards, ingest data, run workflows). Brief intermittent errors that do not prevent core use are not "Unavailable."
• "Unavailable" means the Services are not Available for a continuous period of five (5) minutes or more.
• "Monthly Uptime Percentage" is calculated as: (Total minutes in the calendar month − Unavailable minutes) ÷ Total minutes in the calendar month × 100.
• "Excluded Downtime" is downtime caused by Excluded Events (§3) and is not counted as Unavailable.

2. Availability commitment

OfiFlow commits to a 99.5% Monthly Uptime Percentage for the Services during each calendar month of the Subscription Term.

99.5% allowed downtime per month: approximately 3.6 hours.

This is a deliberately conservative V1 target. As OfiFlow's operational maturity and infrastructure provider track record build over time, future SLA versions may raise the target.

3. Excluded Events

The following do not count as Unavailable:

1. Scheduled maintenance announced at least 48 hours in advance via email and the OfiFlow status page (when available). OfiFlow will schedule maintenance during low-impact windows where reasonably practical.
2. Force majeure events (per the Master Services Agreement §15) including acts of God, war, terrorism, civil unrest, governmental orders, pandemic, fire, flood, earthquake, labor disputes
3. Customer-caused issues including misconfigurations, exceeded fair-use limits, network issues at Customer's premises, or use in violation of the Master Services Agreement or Acceptable Use Policy
4. Subprocessor outages affecting all comparable services (e.g., a Supabase or Vercel regional outage); OfiFlow will use commercially-reasonable efforts to mitigate but is not responsible for downstream provider failures beyond its control
5. Beta features identified as such in the Documentation
6. Suspension per the Master Services Agreement (e.g., for nonpayment beyond the cure period or AUP violations)

4. Service credits

If the Monthly Uptime Percentage falls below the commitment, Customer is entitled to a service credit calculated against that calendar month's Subscription Fee:

Monthly Uptime Percentage	Service Credit (% of monthly Subscription Fee)
< 99.5% but ≥ 99.0%	5%
< 99.0% but ≥ 95.0%	10%
< 95.0%	25%

Aggregate cap: Service credits in any given calendar month will not exceed twenty-five percent (25%) of that month's Subscription Fee, regardless of the actual Monthly Uptime Percentage.

5. Sole remedy

Service credits under this SLA are Customer's sole and exclusive remedy for OfiFlow's failure to meet the availability commitment. Service credits are not refunds; they are applied as a credit against future invoices. If the Master Services Agreement is terminated before the credit is applied, OfiFlow will refund the unused credit balance within 30 days of termination.

This SLA does not modify any other rights or remedies under the Master Services Agreement.

6. Claim procedure

To claim a service credit:

1. Customer must submit a written claim to support@ofiflow.com within thirty (30) days of the end of the affected calendar month
2. The claim must include: (a) the affected calendar month, (b) Customer's calculation of the Monthly Uptime Percentage, and (c) any supporting evidence Customer wishes to provide
3. OfiFlow will review the claim within fifteen (15) business days and respond with the calculated credit, additional information requests, or a denial with explanation
4. Approved credits are applied to the next invoice after approval

Claims submitted after the 30-day window are not eligible.

7. Support response time

OfiFlow provides email support at support@ofiflow.com with the following target response times during business hours (8:00 AM - 6:00 PM Central Time, Monday through Friday, excluding U.S. federal holidays):

Severity	Definition	Response time target
Urgent	Services Unavailable; complete loss of core functionality affecting all of Customer's Authorized Users	Within 4 business hours
High	Major functionality impaired but Services partially Available; workaround may exist	Within 1 business day
Normal	Minor functionality impaired or general questions	Within 3 business days

Response time targets are not guarantees and do not entitle Customer to additional service credits beyond §4. After-hours support is not part of V1 SLA.

8. Status page

OfiFlow plans to publish a public status page at status.ofiflow.com that displays current Service availability and historical incident summaries. Until the status page is available, OfiFlow will notify all active Customers by email of incidents materially affecting Service availability.

9. Updates

OfiFlow may update this SLA from time to time. Material changes will be communicated to active Customers via email at least 30 days before the effective date. Customer's continued use of the Services after the effective date constitutes acceptance of the updated SLA.

10. Related documents

• Master Services Agreement — executed between Customer and OfiFlow (signed copy in your account)
• Terms of Service — /terms
• Acceptable Use Policy — /acceptable-use
• Security Disclosure — /security