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FlightLogger Service Level Agreement
Public standard SLA for flightlogger.net/sla. Applies to all paid subscriptions unless an Order Confirmation states otherwise.
1. Definitions
- Service: the FlightLogger web application and API at flightlogger.net and its subdomains.
- Available: the Service responds to requests and its core functions (login, scheduling, logbook, training records) can be used.
- Downtime: a period of five consecutive minutes or more during which the Service is not Available, excluding Planned Maintenance and the exclusions in Section 8.
- Monthly Uptime: total minutes in the calendar month, minus Downtime minutes, divided by total minutes in the month.
- Business Hours: 09:00 to 17:00 CET/CEST, Monday to Friday, excluding Danish public holidays.
- Incident: an unplanned event that causes Downtime or materially degrades the Service.
2. Availability
FlightLogger commits to a Monthly Uptime of 99.9% for the production Service, measured per calendar month. Uptime is measured by FlightLogger's external monitoring from multiple locations. Current and historical status is published on our status page, linked from the footer of flightlogger.net.
3. Incident response
Incidents are classified by FlightLogger when reported or detected. Response time runs from FlightLogger becoming aware of the Incident to first acknowledgement. Resolution targets are for restoring the Service or providing a workaround.
| Severity | Definition | Response | Resolution target |
|---|---|---|---|
| P1 Critical | Service unavailable for all users, or data loss | 1 hour, 24/7 | 8 hours |
| P2 High | Core function unavailable or severely degraded, no workaround | 4 Business Hours | 2 Business Days |
| P3 Medium | Non-core function impaired, or workaround exists | 1 Business Day | 10 Business Days |
| P4 Low | Cosmetic issue, question, or feature request | 2 Business Days | Next scheduled release |
During a P1 Incident, FlightLogger posts updates on the status page at least every 4 hours until resolved.
4. Planned maintenance
Planned Maintenance is scheduled outside Business Hours, normally between 22:00 and 04:00 CET/CEST, and does not exceed 8 hours per calendar month in total. FlightLogger gives at least 3 Business Days' notice via the status page and in-app notice. Emergency maintenance to address a security vulnerability or prevent imminent failure may be performed with shorter notice. Routine releases are deployed without downtime and require no notice. Planned Maintenance is not counted as Downtime.
5. Backup and disaster recovery
The Service is hosted on infrastructure located in the European Union. Customer data does not leave the EU unless the customer exports it.
| Item | Commitment |
|---|---|
| Database backups | Continuous point-in-time recovery plus daily snapshots, retained 30 days |
| Uploaded files | Replicated across multiple availability zones, retained 30 days after deletion |
| Encryption | AES-256 at rest, TLS 1.2 or higher in transit |
| Recovery Point Objective (RPO) | 24 hours |
| Recovery Time Objective (RTO) | 24 hours |
| Restore testing | At least annually |
In a disaster scenario, FlightLogger restores the Service from the most recent backup to alternative infrastructure within the EU and notifies customers via the status page.
6. Support
Support is available to the customer's administrators through in-app chat, email (support@flightlogger.net) and the Help Center during Business Hours. Support covers use of the Service, configuration questions and Incident reporting. P1 Incidents may be reported at any time via the status page and are acknowledged within the time set out in Section 3. Training, data migration and custom configuration are provided as implementation services and are not covered by this SLA.
7. Service credits
If Monthly Uptime falls below 99.9%, the customer may claim a credit against a future invoice as follows. Service credits are the customer's sole and exclusive remedy for a failure to meet the availability commitment.
| Monthly Uptime | Credit (% of the monthly subscription fee for the affected month) |
|---|---|
| 99.5% to 99.89% | 5% |
| 99.0% to 99.49% | 10% |
| Below 99.0% | 20% |
Claims must be submitted to support@flightlogger.net within 30 days of the end of the affected month, referencing the relevant Incident(s). Credits are capped at 20% of the monthly fee in any month, have no cash value and are not payable on termination.
8. Exclusions
The following are not counted as Downtime and do not qualify for service credits:
- Planned Maintenance and emergency maintenance under Section 4.
- Failures of the customer's own systems, networks, internet connectivity or devices.
- Third-party services outside FlightLogger's control, including regional cloud provider or internet infrastructure outages.
- Misuse of the Service, or use contrary to the Terms and Conditions or documentation.
- Suspension of the Service for non-payment or breach, in accordance with the Terms and Conditions.
- Force majeure events as defined in the Terms and Conditions.
- Beta, trial or preview features identified as such.
9. Changes to this SLA
FlightLogger may update this SLA from time to time. Customers will be notified of changes that reduce the commitments in Sections 2, 3 or 5 at least 60 days before they take effect, via the status page and email to the account administrator. The current version is always available at flightlogger.net/sla.
Enterprise service levels
Higher availability commitments, faster response and resolution targets, extended support hours and enhanced backup and recovery terms are available for Enterprise customers.
Contact sales@flightlogger.net →