Service Level Agreement

This Service Level Agreement (the "SLA") is part of the Terms of Service and applies to workspaces on a paid Fynlix plan (currently Pro, Max and Agency) in good standing. It does not apply to the free Basic plan, trials, or beta/preview features. Capitalised terms have the meaning given in the Terms.

1. Availability commitment

We target a Monthly Uptime Percentage of at least 99.5% for the production Service — meaning the Fynlix application and the serving of published funnels and pages.

"Monthly Uptime Percentage" = (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the calendar month × 100.

"Downtime" means the production Service is unavailable or non-functional for all reasonable use, as measured by our monitoring of the platform's health endpoints, excluding the exclusions in Section 3. Degraded performance of a single non-core feature does not count as Downtime.

2. Service credits

If the Monthly Uptime Percentage for a calendar month falls below the target, you are entitled, on a valid claim, to a Service Credit against future invoices for the affected workspace:

For annual subscriptions, the "month's fee" is 1/12 of the annual fee. Credits: are applied to future invoices only and have no cash value; are capped at 30% of one month's fee per month; do not roll into refunds on termination except where mandatory law requires; and are the sole and exclusive remedy for availability failures, to the maximum extent permitted by law.

3. Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance — announced at least 24 hours in advance (in-app or by email) and performed, where practicable, in low-traffic windows; we design deployments to be zero-downtime and use scheduled windows sparingly.
• Emergency maintenance required to address a security vulnerability or imminent risk.
• Factors outside our reasonable control (Section 20.4 of the Terms), including internet backbone, DNS or registrar failures, and DDoS attacks despite reasonable mitigation.
• Third-party services and integrations — including payment processors, shipping carriers, social networks, AI model providers, your SMTP infrastructure and your custom domain's DNS.
• Your acts or omissions — misconfiguration, exceeding plan limits, API misuse, or content removed or suspended under the AUP or the Terms.
• Beta, preview or free features, or use outside the documented capabilities of your plan.

4. Claims

To claim a Service Credit, email support@fynlix.com within 30 days of the end of the affected month, with the subject "SLA claim", your workspace, and the dates/times of the Downtime you observed. We verify claims against our monitoring records, which are authoritative absent manifest error, and answer within 15 business days. Credits require the account to be in good standing (no overdue fees, no ongoing AUP enforcement).

5. Support

We provide support in English by email at support@fynlix.com, business days (Monday–Friday, 09:00–18:00 Eastern European Time, excluding Bulgaria public holidays). Target first-response times:

Severity matters: platform-down reports are prioritised over how-to questions regardless of plan. Response targets are goals, not guarantees, and are not subject to Service Credits.

6. Changes

We may update this SLA with at least 30 days' notice following Section 20.1 of the Terms; changes apply from the next billing period. The current version and its effective date are published on this page.