Reliability You Can Count On
GateFlux maintains enterprise-grade uptime commitments backed by defined response times, service credits, and 24x7 critical incident coverage.
Effective: 28 Feb, 2026
Uptime Commitments
Choose the plan that matches your community's operational requirements.
Starter · Growth · Professional
Monthly Uptime Availability
- Max 3.65 hours downtime/month
- 24-hour notice for scheduled maintenance
- Target max 4 hours maintenance/month
Enterprise
Monthly Uptime Availability
- Max 43.8 minutes downtime/month
- Priority incident escalation
- Enhanced credit structure
Uptime = ((Total Minutes – Downtime) ÷ Total Minutes) × 100, calculated monthly. Excludes scheduled maintenance, force majeure, and third-party failures.
Incident Response Targets
Defined response and resolution targets for every severity level.
Critical
Platform unavailable or financial operations blocked
1 hour
Response
4 hours
Resolution
24×7
Coverage
High
Major feature impaired, affecting majority of users
4 hours
Response
1 business day
Resolution
24×7
Coverage
Medium
Partial degradation or workaround available
1 business day
Response
2–3 business days
Resolution
9 AM–6 PM IST (Mon–Fri)
Coverage
Low
Minor or cosmetic issue
2 business days
Response
Best effort / next release
Resolution
Business hours
Coverage
Credit Structure
If we fall below committed uptime, you're entitled to service credits applied to your next invoice.
Starter / Growth / Professional (99.5% SLA)
| Actual Uptime | Credit |
|---|---|
| 99.0%–99.5% | 5% of monthly fee |
| 98.0%–99.0% | 10% of monthly fee |
| Below 98.0% | 15% of monthly fee |
Elite Plan (99.9% SLA)
| Actual Uptime | Credit |
|---|---|
| 99.5%–99.9% | 5% of monthly fee |
| 99.0%–99.5% | 10% of monthly fee |
| Below 99.0% | 20% of monthly fee |
Scheduled & Emergency Maintenance
Scheduled Maintenance
- Conducted outside peak hours where feasible
- 24-hour prior notice for planned windows
- Target maximum: 4 hours per calendar month
- Does not count toward downtime SLA
Emergency Maintenance
- May occur without prior notice
- Required to prevent security risks or data loss
- Post-event notification provided
- Does not count toward downtime SLA
Security Incident Response
Step 1
Triage & Contain
Immediate triage and containment to limit impact
Step 2
Notify Controller
Notification to Data Controller without undue delay
Step 3
Regulatory Notice
Regulatory notifications within legally mandated timelines
Step 4
Post-Incident Review
Root cause analysis and documented remediation
Need the Full SLA Document?
The complete Service Level Agreement is available as part of the Society Subscription & Governance Agreement. Contact our team to receive a copy or to discuss custom SLA terms for Enterprise deployments.