Flow Master Service Level Agreement
Effective Date: 30.07.2025
Last Updated: 06.08.2025
Company Name: Netta Software Yazılım Teknolojileri Anonim Şirketi ("Netta", "we", "our")
Platform: Flow Master
Contact: info@flowmaster.io
Address: İlkadım Mahallesi, Yeşilvadi Caddesi No: 41/36, Çankaya, Ankara, Turkey
1. PURPOSE
This Service Level Agreement ("SLA") outlines the service performance and support
commitments provided by Netta to customers using the Flow Master platform.
2. SERVICE AVAILABILITY
Netta commits to providing 99.5% uptime per calendar month, excluding scheduled
maintenance and force majeure events. Scheduled maintenance will be communicated at
least 48 hours in advance.
3. SUPPORT
Support is provided via email at support@flowmaster.io.
Severity Level
Description
Response Time
Resolution Time
Critical
Platform is completely
unavailable
Within 4 business
hours
Within 24 business
hours
High
Major functionality is
impacted
Within 8 business
hours
Within 48 business
hours
Medium
Minor issues or workarounds
exist
Within 1 business day
Best effort
Low
General inquiries or cosmetic
issues
Within 2 business
days
Best effort
4. EXCLUSIONS
This SLA does not apply to:
• Issues caused by user error or misuse
• Third-party services or integrations
• Internet connectivity problems outside Netta's control
5. SERVICE CREDITS
If Netta fails to meet the uptime commitment, affected customers may request a service
credit equal to:
• 5% of the monthly fee for each full 1% of uptime below the guaranteed level
Requests must be submitted within 10 days of the incident.
6. CHANGES TO SLA
Netta reserves the right to modify this SLA with 30 days’ notice. Updates will be
communicated via email or through the platform.
7. CONTACT US
For any questions or concerns:
info@flowmaster.io
