Service Level Agreement
Effective: 8 May 2026 · Last updated: 8 May 2026
This SLA forms part of the Terms of Service. It applies to paid Plans only. The Free Plan is provided with no SLA.
1. Uptime targets
| Plan | Monthly uptime target | Service credit |
|---|---|---|
| Free / Watch / Pulse | Best-effort, no SLA | — |
| Atlas | 99.5% | 10% of monthly fee per 1% below target |
| Custom | 99.95% | Per contract; 25% of monthly fee per 0.5% below target by default |
99.5% monthly uptime ≈ up to 3h 39m of downtime per month.
99.95% monthly uptime ≈ up to 21m 54s of downtime per month.
2. What counts as “up”
The Service is “up” when:
https://app.floodsentinel.com.au/api/healthreturns HTTP 200.https://maps.floodsentinel.com.au/healthzreturns HTTP 200.https://app.floodsentinel.com.au/bom/v1/healthreturns HTTP 200.
Uptime is measured by an external monitor probing each endpoint every 60 seconds. Two consecutive failed probes are required before a downtime window starts. Uptime data and incident history are published on our status page.
3. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance announced at least 48 hours in advance via the status page or email (Custom Plan: at least 7 days).
- Outages caused by upstream BoM, network providers, or other third parties outside our control.
- Customer-caused issues: misuse of the API, exceeding rate limits, invalid configuration, or intentional abuse.
- Force majeure events: natural disasters, war, government action, large-scale internet outages.
- Beta or preview features explicitly marked as such.
4. Service credits
If we miss the uptime target in a calendar month, you may claim a service credit by emailing support@floodsentinel.com.au within 30 days of the end of that month. Credits:
- Are applied to your next invoice.
- Cannot exceed 50% of the monthly fee in any single month.
- Are your sole and exclusive remedy for SLA breaches.
- Cannot be exchanged for cash.
For Custom Plans, service credits are computed per the executed services agreement, which takes precedence over this page.
5. Support response targets
| Plan | First response | Channels |
|---|---|---|
| Free | Best-effort | Public docs only |
| Watch | 2 business days | |
| Pulse | 1 business day | Email + chat |
| Atlas | 4 business hours | Email + chat + dedicated contact |
| Custom | 1 hour (24x7 for Severity 1) | Email + phone + dedicated account manager |
Severity 1 (full outage) on Custom Plans is paged 24x7. All other severities follow the response targets above during AEST business hours (Mon–Fri, 09:00–17:00).
6. Maintenance windows
Standard maintenance window: Sunday 04:00–07:00 AEST. We avoid customer-impacting maintenance outside this window. Where work inside the window is expected to cause downtime, we'll announce it on the status page and via email at least 48 hours in advance (Custom: 7 days).