Service Level Agreement (SLA)
Last updated: 2026-04-03
This Service Level Agreement ('SLA') is part of the Follicare Terms of Service and applies to all Clients subscribed to a paid plan. It defines the service availability commitments, maintenance windows, and remedies available in the event of downtime.
1. Uptime Commitment
Follicare commits to a monthly uptime of 99.9% for its core platform services (the 'Services'), measured on a rolling 30-day basis. This means a maximum of approximately 43.8 minutes of unplanned downtime per month.
Uptime is calculated as follows:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
2. Definitions
Downtime means a period during which the Follicare platform is completely unavailable or non-functional for the Client, excluding Scheduled Maintenance and Excluded Events defined below.
Incident means any unplanned interruption or degradation of the Services that prevents normal use.
Scheduled Maintenance means planned maintenance windows announced by Follicare at least 48 hours in advance via the status page at status.follica.re or by email.
3. Scheduled Maintenance
Follicare performs routine maintenance to ensure the security and performance of the platform. Scheduled maintenance windows are typically conducted during off-peak hours (between 22:00 and 06:00 CET) and do not count against the uptime commitment.
Follicare will provide at least 48 hours' advance notice for any Scheduled Maintenance that may affect service availability. Emergency maintenance required to address critical security vulnerabilities may be performed with shorter notice.
4. Exclusions
The uptime commitment does not apply to unavailability caused by:
- Actions or omissions by the Client or third parties;
- Force majeure events (natural disasters, war, strikes, epidemics, government orders);
- Failures of Client's internet service provider or network infrastructure;
- Scheduled Maintenance;
- Suspension of the Client's account due to non-payment or breach of the Terms of Service;
- Third-party services or integrations not under Follicare's direct control;
- Beta, preview, or non-production features clearly designated as such.
5. Service Credits
If Follicare fails to meet the uptime commitment in a given calendar month, the Client may be eligible for a service credit applied to their next invoice, according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are the Client's sole and exclusive remedy for any failure by Follicare to meet the uptime commitment. Credits cannot be converted into cash refunds and are non-transferable.
6. Credit Request Process
To request a service credit, the Client must submit a written request to contact@follica.re within 15 days of the end of the calendar month in which the downtime occurred. The request must include:
- The Client's account name and email address;
- The dates and times of the downtime periods claimed;
- A description of the impact on the Client's operations.
Follicare will review and respond to credit requests within 10 business days. Follicare's records of uptime and downtime will be the authoritative source for evaluating credit eligibility.
7. Support Response Times
Follicare provides technical support to Clients on paid plans. Response time targets vary by plan and incident severity:
| Severity | Description | First Response |
|---|---|---|
| Critical | Platform completely unavailable | 2 hours |
| High | Major feature unusable | 8 business hours |
| Medium | Degraded performance or minor feature issue | 2 business days |
| Low | General questions or non-urgent requests | 5 business days |
Support is provided in English and French. Business hours are Monday to Friday, 09:00–18:00 CET, excluding French public holidays.
8. Incident Reporting
Clients can monitor service status and subscribe to incident notifications at status.follica.re. To report an incident, Clients should contact contact@follica.re with a description of the issue and steps to reproduce it where applicable.
9. Data Recovery
Follicare performs regular automated backups of platform data. In the event of data loss due to a platform failure attributable to Follicare, Follicare will use commercially reasonable efforts to restore data to the most recent available backup. The maximum recovery point objective (RPO) is 24 hours.
10. Changes to this SLA
Follicare reserves the right to update this SLA at any time. Clients will be notified of material changes at least 30 days in advance by email or via the platform. Continued use of the Services after the effective date of the updated SLA constitutes acceptance of the changes.
11. Governing Law
This SLA is governed by French law and forms an integral part of the Follicare Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail.