Support Service Level Agreement

This Support Service Level Agreement ("Support SLA" or "SLA") describes the support services FlowSync Software ("FlowSync," "we," or "us") provides to business customers ("Customer" or "you") who have an active subscription to the FlowSync Services. This SLA forms part of the FlowSync Terms & Conditions and the applicable subscription agreement.

This SLA applies to support requests submitted through the channels described in Section 3 during the coverage hours described in Section 4. Support is provided for the Services as described in the applicable subscription plan.

FlowSync categorizes support requests into four priority levels based on the severity of the issue and its impact on Customer's operations. The table below sets forth the target first-response time and ongoing update cadence for each priority level. Response times are measured from the time a properly submitted support request is received and acknowledged by FlowSync.

Response targets are best-effort commitments measured during Coverage Hours (Section 4). They are not guaranteed maximums and do not constitute a warranty. Meeting a response target means a qualified FlowSync support representative has acknowledged the request and begun investigation; it does not mean the issue is resolved.

Customer may submit support requests through the following channels: (a) in-app support chat, available through the FlowSync application; (b) email to support@flowsyncsoftware.com; and (c) support tickets created within the FlowSync application.

To receive the fastest possible response, Customer should include: a clear description of the issue; the priority level requested; steps to reproduce the issue; the affected tenant or account; relevant screenshots, error messages, or job IDs; and the name and contact information of the reporting user.

FlowSync will confirm receipt of each support request and assign a priority level. If Customer and FlowSync disagree on the priority level, FlowSync's initial assignment governs pending review, and the parties will confer to resolve the disagreement.

Standard Coverage: FlowSync provides support during business hours of 8:00 AM to 8:00 PM U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays.

Critical (P1) Coverage: P1 issues may be reported at any time. FlowSync monitors for P1 reports during Standard Coverage Hours and provides best-effort response outside those hours for confirmed production outages. FlowSync does not guarantee after-hours response to P1 issues but will use reasonable efforts to acknowledge critical outages as soon as practicable.

Scheduled Maintenance: FlowSync may perform scheduled maintenance that temporarily affects the Services. FlowSync will provide reasonable advance notice of scheduled maintenance through the Services, by email, or by other means. Time spent resolving issues caused by scheduled maintenance is excluded from response-time calculations.

FlowSync uses commercially reasonable efforts to resolve support requests as quickly as practicable. Resolution targets are guidelines, not guarantees, and depend on the nature and complexity of the issue, the availability of information, and the cooperation of Customer.

FlowSync will provide Customer with a status update at the cadence described for the applicable priority level until the issue is resolved, a workaround is provided, or the request is closed. Customer may request more frequent updates for P1 issues, and FlowSync will use reasonable efforts to accommodate such requests.

An issue is considered resolved when FlowSync has provided a fix, a workaround, an explanation, or a determination that the reported behavior is not a defect. Customer is responsible for implementing provided fixes or workarounds and for confirming resolution.

To enable FlowSync to provide timely support, Customer will: (a) provide accurate and complete information when submitting a request; (b) designate at least one administrative contact for support communications; (c) cooperate with FlowSync in diagnosing and resolving issues, including by providing access, logs, or reproductions as reasonably requested; (d) implement fixes, workarounds, or configuration changes recommended by FlowSync; and (e) ensure that Customer's users are trained on the Services and are submitting requests through the appropriate channels.

Customer acknowledges that FlowSync's ability to meet response targets depends on Customer's timely cooperation. Delays caused by Customer's failure to provide requested information may extend response and resolution times.

This SLA does not apply to: (a) issues caused by Customer's misuse, misconfiguration, or unauthorized modification of the Services; (b) issues caused by third-party services, networks, or integrations outside FlowSync's control (including payment processors, telecommunications providers, email providers, and mapping or geolocation services); (c) issues caused by Customer's hardware, software, or network environment; (d) requests for training, onboarding, or professional services beyond standard support; (e) feature requests or enhancement suggestions; or (f) issues arising during scheduled maintenance or force majeure events.

Support for optional integrations and third-party connectors is limited to FlowSync's best efforts to identify whether an issue originates within FlowSync's Services or within the third-party service. Issues originating within a third-party service must be directed to that service's support.

If Customer believes a support request is not being handled in accordance with this SLA, Customer may escalate by: (a) replying to the open ticket and requesting escalation; or (b) emailing support@flowsyncsoftware.com with the subject line "Escalation" and the ticket number.

Escalations are reviewed by a FlowSync support lead or manager within one (1) business day of receipt during Standard Coverage Hours. The reviewing lead will assess the request, adjust priority if appropriate, and coordinate with the assigned support representative.

For urgent escalations involving P1 issues, Customer may contact FlowSync through the in-app support chat or by replying to the open P1 ticket and requesting management attention.

FlowSync targets a monthly uptime of 99.5% for the Services, excluding scheduled maintenance, force majeure events, and issues caused by factors outside FlowSync's reasonable control. Uptime is measured based on FlowSync's monitoring of the production Services.

DRAFT NOTE FOR LEGAL REVIEW: If Customer wants a service-credit remedy for missed uptime, counsel should define the credit formula (e.g., 10% of monthly fees for each 1% below target, capped) and the claim procedure. The current draft does not include service credits.

FlowSync will use commercially reasonable efforts to notify Customer of significant service disruptions through the Services, by email, or by other means.

The level of support provided may vary by subscription plan. Higher-tier plans may include faster response targets, dedicated support contacts, or extended coverage. Any plan-specific support terms are set forth in the applicable subscription agreement or order form and, in the event of a conflict, those plan-specific terms control.

DRAFT NOTE FOR LEGAL REVIEW: Confirm whether Essential / Team / Enterprise plans receive differentiated SLA tiers (e.g., Enterprise gets P1 after-hours coverage or a dedicated CSM). If so, add a table mapping plans to coverage here.

FlowSync may update this SLA from time to time. Material changes will be provided through the Services, by email, or by other reasonable means. Customer's continued use of the Services after the effective date of a revised SLA constitutes acceptance of the revised SLA to the extent permitted by law and the Agreement.

For support requests: support@flowsyncsoftware.com or in-app support chat.

For escalations: support@flowsyncsoftware.com (subject line "Escalation").

For privacy and data protection matters: privacy@flowsyncsoftware.com.

Website: https://flowsyncsoftware.com