Acordo de Nível de Serviço

1. Scope

This Service Level Agreement (SLA) is binding only for customers on the Enterprise Planand forms an integral part of the Terms of Service (Terms §12). For non-Enterprise plans see the “Non-Enterprise Plans” section.

2. Uptime Commitment

Flexton commits to 99.9% uptime for the Qoro core API and customer-facing menu within a given billing month. This allows roughly 43 minutes of total downtime per month.

3. Measurement

Uptime is measured by independent third-party monitoring (1-minute health checks). At the end of each month, net uptime is computed as the total service time less scheduled maintenance windows.

4. Exclusions

The following periods are excluded from the SLA calculation:

Scheduled maintenance: maintenance windows announced at least 48 hours in advance. For Enterprise, scheduled maintenance is preferably performed outside peak customer hours (02:00–05:00 UTC).
Force majeure: internet backbone outages, global CDN/DNS provider outages, natural disasters, war, actions of public authorities.
Tenant-caused issues: Tenant misconfiguration, improper API use, suspension for AUP violations.
Third-party provider outages: independent outages at payment processor, email, Cloudflare, etc. (If the platform itself becomes unusable due to internal dependencies, it is not excluded.)
Features marked beta or “preview”.

5. Service Credits

If the monthly uptime target is missed, Enterprise customers receive a service credit deducted from the next invoice at the following rates:

99.0% – 99.9%: 10% of the monthly subscription fee
95.0% – 99.0%: 25% of the monthly subscription fee
Below 95.0%: 50% of the monthly subscription fee

Total service credits in a billing month cannot exceed 50% of the monthly subscription fee. Service credits are the sole financial remedy under the SLA and remain within the liability cap of Terms §13.2.

6. Claim Procedure

Submit a claim within 30 days of the SLA breach to sla@qoro.cc. Include:

Tenant identifier and billing month
Outage start / end timestamps
Affected components (API, customer menu, admin panel)

Claims are evaluated within 10 business days; approved credits are applied to the next invoice. If the account has been closed, a card refund can be issued via the payment processor.

7. Non-Enterprise Plans

The ~99% uptime mentioned for Starter, Pro and Business plans is a target, not a binding commitment. No service-credit obligation applies to those plans; liability is limited to the cap in Terms §13.2.

4. Exclusions

The following periods are excluded from the SLA calculation:

Scheduled maintenance: maintenance windows announced at least 48 hours in advance. For Enterprise, scheduled maintenance is preferably performed outside peak customer hours (02:00–05:00 UTC).

Force majeure: internet backbone outages, global CDN/DNS provider outages, natural disasters, war, actions of public authorities.

Tenant-caused issues: Tenant misconfiguration, improper API use, suspension for AUP violations.

Third-party provider outages: independent outages at payment processor, email, Cloudflare, etc. (If the platform itself becomes unusable due to internal dependencies, it is not excluded.)

Features marked beta or “preview”.

5. Service Credits

If the monthly uptime target is missed, Enterprise customers receive a service credit deducted from the next invoice at the following rates:

99.0% – 99.9%: 10% of the monthly subscription fee

95.0% – 99.0%: 25% of the monthly subscription fee

Below 95.0%: 50% of the monthly subscription fee

6. Claim Procedure

Submit a claim within 30 days of the SLA breach to sla@qoro.cc. Include:

Tenant identifier and billing month

Outage start / end timestamps

Affected components (API, customer menu, admin panel)

Claims are evaluated within 10 business days; approved credits are applied to the next invoice. If the account has been closed, a card refund can be issued via the payment processor.