Master Service Agreement (MSA)
SLA, support, backups and reversibility for Enterprise customers.
1. Scope
This Master Service Agreement (MSA) governs the relationship between FlowMan.net and Enterprise plan customers (subscription by quote). It prevails over the Terms of Service in case of conflict, and is supplemented by the order form, the DPA and the security policy.
2. Service levels (SLA)
- Availability — monthly availability target of 99.5% for the platform (excluding planned maintenance notified 72h in advance and performed outside European business hours).
- Priority support — dedicated email channel. Acknowledgement within 4 business hours; blocking incident (P1): handled within 4 business hours, status updates every 8h until resolution; major issue (P2): 1 business day; standard request (P3): 3 business days.
- Service credits — if monthly availability falls below 99.5%, a credit of 5% of the monthly fee per percentage point lost, capped at 30% of the affected monthly fee.
3. Backups and continuity
Daily encrypted backups of all data, 14-day retention, redundant object storage. Recovery Point Objective (RPO): 24h; Recovery Time Objective (RTO): 8 business hours.
4. Security and compliance
Strict multi-tenant isolation, mandatory 2FA, access logging, DPA compliant with GDPR Art. 28 (sub-processors listed in the DPA). Enterprise customers may request an annual security questionnaire.
5. Reversibility
At any time and at contract end, full self-service data export in ZIP format (structured JSON). Migration assistance billable at the prevailing daily rate. Permanent data deletion per the DPA after return of data.
6. Billing and term
Annual subscription payable upon signature, quoted per number of seats and selected modules. Automatic renewal for 12-month periods, terminable with 60 days' notice before renewal. See the Refund Policy for refund cases.
7. Liability
FlowMan.net's total aggregate liability under the agreement is capped at the amounts paid by the customer during the previous 12 months. Indirect damages are excluded (loss of profits, business, or data attributable to missing customer-side backups). Nothing limits liability for gross negligence, wilful misconduct, or data breaches caused by serious negligence.
8. Governing law
The MSA is governed by the law of the State of Wyoming (USA) for non-EU customers, and may be adapted to the European customer's law in the order form. Any dispute is first subject to a 30-day amicable resolution attempt.
9. Enterprise contact
To obtain a signed MSA and a quote: sales@flowman.net or via the contact form.
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