Security & Trust
Service levels
What Flowtly commits to on availability and support from 24 November 2026, when this revision of the Terms and Conditions comes into force. This page summarises section 9 of the Terms. The Terms are the binding text, and where the two differ, the Terms apply.
Availability: 99.5% in each calendar month
Flowtly commits to keeping the platform and the functions of your plan available at least 99.5% of the time in each calendar month. This applies to every plan.
How availability is measured
Availability is measured from the records at status.flowtly.eu. For each calendar month, it is the share of time in which the platform is accessible, after deducting the periods that are not counted. Only a full outage counts: Flowtly Workspace unavailable to your organisation’s users. Slow performance and the failure of individual features do not count as downtime.
What is not counted
- Announced maintenance and upgrades under section 9.3 of the Terms, for up to 4 hours in each calendar month and only when announced at least 48 hours ahead. Maintenance beyond 4 hours in a month, or announced later, counts as downtime. Work is scheduled at night, between 22:00 and 7:00, with at least 3 days’ notice in the platform.
- Force majeure.
- Failures of third-party services Flowtly does not control, such as internet access providers and third-party tools connected to the platform. Outages of the hosting and sub-processors Flowtly runs on, such as Google Cloud, are not excluded: they count as downtime.
- Technical problems on your side, such as your internet connection or hardware, and unavailability caused by your organisation, its administrators or its users.
If availability falls short
Your organisation can ask for a proportional reduction of the subscription fee by filing a complaint under section 10 of the Terms. On annual billing, the reduction is calculated on one twelfth (1/12) of the annual fee for each calendar month that fell short. Where an Enterprise agreement sets other remedies, they replace this reduction for that organisation.
Enterprise support: first response within 8 business hours
On the Enterprise plan, Flowtly aims to send a first response to every request to the support team within 8 business hours of receiving it. This is a target, not a guarantee. Business hours are 09:00 to 17:00 Central European Time, Monday to Friday, except Polish public holidays. Reach support by email or through in-app support.