Service levels and support
What we commit to, in numbers, for every ClientFlow OS customer — and what Enterprise adds.
Last updated 11 August 2026
Availability
We aim for the service to be available 99.5% of each calendar month, measured by an external monitor calling /api/health every minute. A minute counts as down when the check fails twice in a row.
Planned maintenance happens on Sundays, 02:00–04:00 UK time and is announced by email at least 48 hours ahead. Announced maintenance is not counted as downtime. Unannounced downtime is, whatever caused it.
99.5% is about 4 hours a month. We publish the figure we can keep on one well-run server, not the one that sounds best. When the service moves to redundant infrastructure, this number goes up and this page changes with it.
Support
Support is open Monday to Friday, 09:00–17:30, UK time, excluding English bank holidays. Outside those hours, email is read the next working morning; a full outage is watched for around the clock by the monitor and wakes someone up.
| Plan | How to reach us | First response | Also included |
|---|---|---|---|
| Starter | 2 working days | — | |
| Professional | Priority email | 1 working day | Monthly strategy call |
| Enterprise | Email and phone, named account manager | 4 working hours | Service credits when the uptime target is missed · Custom onboarding session |
“First response” means a person has read your message and replied with either an answer or what they are doing about it — not an automatic acknowledgement. Response targets apply within support hours.
Incidents
- If the service is down, the health endpoint says so and the account owner of every affected agency gets an email once we know the cause and the expected fix time.
- After any outage over 30 minutes we send a short written account of what happened and what changed so it does not happen again.
- Security incidents involving personal data are reported to affected customers within 72 hours of us confirming them, as UK GDPR requires.
Service credits (Enterprise)
If availability in a calendar month falls below 99.5%, Enterprise customers can claim a credit of 10% of that month’s fee for each full percentage point below the target, up to 50% of the fee. Claim by email within 30 days of the month ending; the credit is applied to the next invoice. Credits are the sole remedy for missed availability.
What this does not cover
- Time when the service is unreachable because of your own network, browser or DNS.
- Third-party services we connect to — Google, Meta, Stripe, LiveKit, Fireflies — when they are down. The rest of ClientFlow OS keeps working.
- Announced maintenance, and emergency security patching that cannot wait for the window.
Related
How we protect your data is on the security page. To reach support, email support@trickleup.co.uk.