These are operational targets for the standard LinesFlow service. They are not a contractual service-level agreement and do not create service credits unless an order signed by both parties expressly says that they apply contractually.
Availability objective
We aim for 99.5% monthly availability of the core upload, review, and posting service. Measurement excludes announced maintenance, customer systems, misuse, force-majeure events, and outages of third-party accounting, AI, identity, payment, or infrastructure providers outside our reasonable control.
Maintenance
Where practicable, planned maintenance expected to materially interrupt the service will be announced at least 48 hours beforehand. Urgent security or reliability work may require less notice.
Support
Support is available at support@linesflow.com on UK business days. We target an initial response within four business hours for a confirmed service-wide outage, eight business hours for a major degradation, and one business day for ordinary requests. These are response—not resolution—targets.
Contracted service levels
Customers requiring a binding uptime commitment, service credits, extended support coverage, or tailored recovery objectives should agree them in a separate order. That order will define measurement, exclusions, remedies, and priority over these general targets.