Legal

Service Level Agreement (SLA)

Last updated: May 12, 2026, v1.0Print

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.

Contact

contact@freelance-os.fr