This SLA describes Freelance OS's availability and support commitments for the Kernel SaaS.
Availability
| Phase | Monthly target |
|---|---|
| Beta | 99.5% |
| General Availability (GA) | 99.9% |
Availability is measured on production public endpoints (kernel.freelance-os.fr and app.freelance-os.fr) via a third-party probe with checks every minute.
Calculation
Monthly availability = (Total minutes − Downtime minutes) / Total minutes × 100.
A minute counts as down if the probe receives only HTTP 5xx or timeouts > 30s for that minute.
Exclusions
Excluded from the calculation:
- Planned maintenance announced at least 48 hours in advance
- Force majeure
- Failures attributable to upstream sub-processors (Supabase, Vercel, Stripe) beyond their own SLA
- Unavailability resulting from non-compliant use by the Client or its users
- Disruptions due to security actions (blocking a compromised account)
Service credits
If actual monthly availability falls below the applicable target, the Client may request a service credit applied to the following invoice:
| Observed availability | Credit |
|---|---|
| < target and ≥ 99% | 10% of monthly invoice |
| < 99% and ≥ 95% | 25% |
| < 95% | 50% |
Cap: 50% of monthly invoice, regardless of incident count. Credit requests must be sent to contact@freelance-os.fr within 30 days after the end of the affected month.
Support
| Severity | Definition | Target response time | Channel |
|---|---|---|---|
| Urgent | Service unavailable, critical data loss | 4 business hours | contact@freelance-os.fr |
| High | Major feature degraded | 1 business day | contact@freelance-os.fr |
| Normal | Question, feature request | 3 business days | contact@freelance-os.fr |
Business hours: 9am-6pm Paris time, Monday to Friday excluding French public holidays.
Status and incidents
Major incidents are communicated by email to active accounts and, in time, on a public status page.
Evolution
This SLA may evolve. Material changes are notified by email with a 30-day notice.