Support and Service Level Policy

This Support Policy is a Policy incorporated into the Agreement.

1. Support Channels and Hours

• Email: support@fluentworks.com
• Phone: Available to paid subscribers during business hours.
• Business hours: Monday–Friday, 8:00 AM – 6:00 PM Mountain Time (excluding U.S. federal holidays).

2. Severity Definitions

• Severity 1 (Critical): Service is completely unavailable or a major function is inoperable, affecting all or substantially all users. No workaround available.
• Severity 2 (High): Major function is significantly degraded, affecting many users. Workaround may be available but is not sustainable.
• Severity 3 (Medium): Non-critical function is impaired. Workaround available.
• Severity 4 (Low): Minor issue, cosmetic defect, or general question.

3. Target Response Times (Best-Efforts)

The following are target initial response times. These are not guaranteed SLAs unless an SLA is included in your Order.

• Severity 1: 1 business hour
• Severity 2: 4 business hours
• Severity 3: 1 business day
• Severity 4: 2 business days

4. Scheduled Maintenance

Fluent may perform scheduled maintenance during low-usage windows (typically Saturday 11 PM – Sunday 5 AM Mountain Time). Fluent will provide at least 48 hours’ advance notice for planned maintenance expected to affect availability. Emergency maintenance may be performed without advance notice.

5. Status and Uptime

Service status and historical uptime are available at the Trust Center (https://trust.fluentworks.com/status). Fluent targets 99.9% uptime but does not guarantee it unless an SLA is in your Order.

6. Escalation

If you are not satisfied with the response to a support request, you may escalate by emailing escalations@fluentworks.com or by requesting escalation during a support interaction.