Service Level Agreement

Service Level Agreement

This SLA describes the level of service StudyFlow commits to providing. It applies to all paid Pro plan subscribers.

Last updated: April 2026Applies to: Pro Plan

1. Service Availability

99.5%

uptime

Core Platform

Dashboard, notes, tasks, goals, flashcards, quiz and study plan

99.0%

uptime

AI Features

AI flashcards, quiz, study plan, notes AI and document AI — dependent on third-party AI providers (Groq, Gemini)

Best Effort

uptime

Music & Media

YouTube music search — dependent on YouTube API Services quota and availability

99.9%

uptime

Payment Processing

PayFast payment processing — subject to PayFast's own SLA

2. Planned Maintenance

We will notify users at least 24 hours in advance of planned maintenance windows via email and in-platform notification banners. Maintenance is scheduled during off-peak hours where possible.

Preferred window: Midnight — 6:00 AM SAST (South Africa Standard Time)
Notice period: Minimum 24 hours in advance
Channels: Email notification + in-platform banner

3. Incident Response Times

Critical

Platform completely down

Response

2 hours

Resolution

4 hours

High

Major feature unavailable (AI, payments)

Response

4 hours

Resolution

12 hours

Medium

Minor feature degraded

Response

24 hours

Resolution

72 hours

Low

General enquiry or cosmetic issue

Response

48 hours

Resolution

Best effort

4. Service Credits (Pro Plan Only)

If StudyFlow fails to meet the uptime commitments above, Pro subscribers are entitled to service credits applied to their next billing cycle.

99.0% — 99.5% uptime

10% credit

95.0% — 99.0% uptime

25% credit

Below 95.0% uptime

50% credit

To claim a credit, email thulanibilly6@gmail.com within 30 days of the incident with the subject line "SLA Credit Request". Credits are non-transferable and have no cash value.

5. Exclusions

This SLA does not apply to downtime or degradation caused by:

Third-party service outages — Supabase, Vercel, Groq, Google Gemini, YouTube API, PayFast

Force majeure events beyond our reasonable control including natural disasters, internet outages or government actions

User error, misuse or violations of our Acceptable Use Policy

Planned maintenance with advance notice as described in Section 2

Free plan users — this SLA applies to Pro plan subscribers only

Beta features or experimental functionality clearly marked as such

6. Data Backup

Daily

Backup Frequency

7 Days

Retention Period

Point-in-time

Recovery Type

Backups are performed automatically by Supabase. In the event of data loss due to our error, we will work to restore your data using the most recent available backup.

7. Support Channels

Pro Plan

Support type: Priority email support

Hours: Mon–Fri, 8am–6pm SAST

SLA: Response within 4 hours for critical issues

Free Plan

Support type: Standard email support

Hours: Mon–Fri, 8am–6pm SAST

SLA: Response within 48 hours

8. Contact

For SLA-related enquiries, credit requests or support:

Email: thulanibilly6@gmail.com
Subject line for credits: "SLA Credit Request"
Platform: studyflow-zeta.vercel.app