Support, version and SLA policy
FluxCRM support and versions: how we respond, how we update and what we promise
Reporting channels, severity levels with response times, availability targets and update rules.
We handle outages within 4 working hours, and we restore data from a copy that is at most an hour old.
How to report a case
- Write to pawel@fluxlab.pl with a subject that starts with your company name.
- Give: the opportunity number (if relevant), the time of the event, what you did, what you saw and what you expected. A screenshot helps.
- For an outage put "OUTAGE" in the subject. The state of the instance is also visible at the dot next to the company name in the panel.
Support hours: working days 9:00 to 17:00 (Polish time). Instances are monitored automatically around the clock: an unavailability alert goes to the operator by email, but a reaction outside working hours is taken as far as possible, unless the contract says otherwise.
Severity levels and response times
| Level | Description | Response | Workaround or fix |
|---|---|---|---|
| Critical | instance unavailable, loss or corruption of data, suspected data breach | within 4 working hours | workaround or restore within 1 working day |
| High | an important feature does not work (mail import, form, call alerts), the team cannot work normally | within 1 working day | within 3 working days |
| Normal | a bug with a workaround, a cosmetic bug, a missing minor feature | within 2 working days | in the next release |
| Question, request | configuration, training, a new feature | within 3 working days | as agreed |
We treat an incident with personal data as critical and handle it under the 72-hour procedure.
Escalation
Response time is counted in working hours (working days 9:00 to 17:00) from the moment of the report. When the deadline passes without a reply, the case is escalated automatically:
- Level 1: FluxLab support. Reply, workaround or fix within the times in the table above.
- Level 2: FluxLab owner. An overdue case goes to the owner and the deadline restarts at half of the original one. The client is told the case was passed on.
- Direct contact. A critical case not resolved within 1 working day is handled by the owner, who phones the person named in the contract.
Availability and data targets
The values below are operational targets, not a guarantee. Binding values and any compensation are set by the contract.
| Measure | Target |
|---|---|
| Availability of the panel and API in a month | 99.0% (excluding maintenance windows) |
| Maintenance window | up to 4 hours a month, announced in advance, outside the customer team's working hours |
| RPO (maximum data loss) | up to 1 hour (a consistent copy every hour) |
| RTO (time to restore after a server failure) | up to 4 hours |
| Backup restorability test | once every 7 days, the result is visible in the panel |
Versions and updates
- Release model. FluxCRM is developed continuously, and a release is a specific commit (image
fluxcrm:<identifier>). We update all customer instances from the main branch after green tests and a check of the most important screens. - Frequency. Usually several times a week, without interrupting work: the container restarts in a few seconds, and the panel refreshes by itself.
- Update window. We update after 22:00 (until 6:00), outside the client team's working hours. A fresh database backup is taken before every change, the rollout is blue-green (downtime under 1 minute), and an instance that fails to start is rolled back automatically.
- API compatibility. We change the
/api/*routes in a backward-compatible way: new fields and new routes are added, existing ones do not disappear. We announce an incompatible change at least 30 days in advance and mark it in What's new. Integrations should ignore unknown fields. - Version support. We support the current release. Security and critical fixes go to all instances immediately. We do not leave an instance on an old version without agreement.
- The Dzwonek app on Android updates itself from the instance server. The iPhone version (PWA) updates together with the panel.
- Configuration. Changes in
instancja.tomlare saved in snapshots, and the panel shows what changed recently.
Scope of support
Support covers: the operation of the product, instance configuration, import, the integrations listed in the documentation, and answers to questions. It does not cover: handling third-party systems (mail, telephony, the customer's website), group training (a separate service) and made-to-order changes (priced separately).
Subscription and quarterly review
- Pro forma in advance. The subscription is billed monthly on a pro forma numbered
PF/<no>/<MM>/<YYYY>, issued in advance and due on the first day of the period. We send a payment reminder seven days before the due date. - Quarterly review. Once a quarter we meet the client for 30 minutes: results (instance status, tickets, leads), compliance (GDPR, backups, retention) and new features. The date is recorded in FluxLab CRM.
Pricing
The plans and their prices are in pricing and SLA. The price of a specific deployment is given in the offer for the company.
Review of the document
The policy is reviewed once a quarter together with the rest of the documentation (see the documentation review process in the technical documentation).