Service-level Agreement
Last edit: 07/01/2026
I. Subject Matter of the Agreement
This Service-level Agreement applies only to paid Subscription Plans where it is expressly incorporated into an Order Form or the applicable online plan terms. Any service levels expressly stated in an executed Order Form or negotiated SLA prevail over this public version. Unless expressly stated otherwise, this SLA does not apply to free, trial, Community Edition, beta, preview, sandbox or other non-production Services. Such Services are provided on a commercially reasonable efforts basis, without guaranteed availability, Service Level Credits or committed support response or resolution times.
II. Definitions, Acronyms, and Conventions
Availability: The period during which the Customer has access to the production Services, subject to the exclusions defined under Downtime.
Business Day: Monday to Friday, excluding French national holidays.
Business Hours: 9:00 a.m. to 6:00 p.m. CET/CEST on Business Days.
Critical Anomaly: A bug or malfunction that makes the production Services materially unavailable.
Downtime: The total number of minutes, excluding Scheduled and Regular Maintenance, during which the Customer cannot access the production Services.
Emergency Maintenance: Maintenance for which the Customer receives less than three (3) days’ notice and which Mindflow reasonably considers necessary to prevent a critical failure or immediate security or operational threat.
Major Anomaly: A bug or malfunction that materially reduces use of the Services or prevents use of an essential functionality.
Minor Defect: A bug or malfunction affecting one or more non-essential functions.
Regular Maintenance: Routine maintenance and upgrades, generally performed without interruption. Mindflow may perform disruptive regular maintenance up to once per month outside Business Hours.
Response: The first communication from Mindflow confirming receipt and commencement of work on a reported issue.
Scheduled Maintenance: Maintenance notified at least seven (7) days in advance where reasonably practicable.
Service Level Credit: The compensation described in Section 4.3 following confirmation that Availability fell below the commitment.
Downtime excludes unavailability caused by:
Scheduled, Regular or Emergency Maintenance;
the Customer’s internet service provider, systems, hardware, software, network or bandwidth;
the Customer’s acts or omissions;
force majeure or systemic internet failures;
third-party external APIs or Customer connected applications; or
events outside Mindflow’s reasonable control.
III. Severity Levels
Severity 1 — Critical
The majority of users of an essential part of the Services are affected; there is no reasonable workaround; and the issue materially prevents the Customer from performing its business operations.
Severity 2 — High
A significant part of the Services is affected and business operations are materially degraded, but a workaround is available.
Severity 3 — Normal
Functionality is degraded or limited, a workaround is available, and the issue does not materially affect revenue or critical operations.
Severity 4 — Low
A single user or limited group is affected, or the issue has limited business impact.
IV. Services and Availability Commitment
4.1. Services Provided
Corrective maintenance for Critical, Major and Minor defects;
Perfective maintenance to improve functionality, ergonomics, speed, execution or efficiency;
Hosting architecture, data region and tenant model as specified in the applicable Order Form or online plan terms. Dedicated single-tenant hosting applies only where expressly included in the applicable Subscription Plan; and
Technical support for difficulties encountered while using the Services.
4.2. Service Availability
Mindflow will make the production Services available at least 99.95% of each calendar month, subject to the exclusions in this SLA.
Availability is calculated as: A = (T − M − D) / (T − M) × 100, where A is Availability, T is total monthly minutes, M is excluded Maintenance, and D is Downtime.
4.3. Service Level Credits
If monthly Availability falls below 99.95%, the Customer is entitled to additional flows for a period of one year as follows, subject to Mindflow’s confirmation of the affected metric:
If the calculation results in a fraction of an additional flow, the credit will be rounded up to the next whole flow.
Monthly Availability
Annual Additional Flows
Below 99.95% and at least 99.0%
+10% of the flows included in the applicable package
Below 99.0% and at least 95.0%
+40% of the flows included in the applicable package
Below 95.0%
+100% of the flows included in the applicable package
4.4. Target Resolution Times
The applicable support package is stated in the Order Form. If no package is stated, the Basic commitments apply.
Severity
Elite
Premium
Basic
Critical
24 hours
24 Business Hours
24 Business Hours
High
3 days
5 Business Hours
7 Business Hours
Normal
7 days
7 Business Hours
10 Business Hours
Low
Mindflow’s discretion
Mindflow’s discretion
Mindflow’s discretion
V. Connected Applications and Integrations
The Services may interact with third-party connected applications. The Customer is responsible for obtaining access to those applications and providing the permissions, API credentials and authorisations required for the relevant integration.
Mindflow does not warrant or support third-party connected applications and is not responsible for interruptions, deletion, modification or disclosure caused by those applications or their providers.
VI. Support
6.1. Scope
Production service interruption or outage;
service updates and maintenance;
service behaviour that does not conform to documented functionality; and
support concerning use of the Services.
Support does not cover third-party provider requests or networks, devices, servers and workstations managed by the Customer.
6.2. Support Channels and Hours
Email: support@mindflow.io
Mindflow Tenant: Intercom chat
Mindflow Support Slack channel, where provided during onboarding
Support is provided in English and French on Business Days from 9:00 a.m. to 6:00 p.m. CET/CEST, unless the Order Form provides otherwise.
6.3. First Response Times
The applicable support package is stated in the Order Form. If no package is stated, the Basic commitments apply.
Mindflow will determine the applicable severity acting reasonably and by reference to the definitions in Section 3.
Severity
Elite
Premium
Basic
Critical
Within 3 hours
3 Business Hours
8 Business Hours
High
4 hours
8 Business Hours
12 Business Hours
Normal
12 hours
12 Business Hours
24 Business Hours
Low
24 hours
24 Business Hours
24 Business Hours
6.4. Escalation
For service-affecting issues, the Customer should first contact support@mindflow.io with the ticket details, time and original reporting channel. If no update is received within two (2) Business Hours after escalation, the Customer may contact customersuccess@mindflow.io.