Service levels

Courtesy translation. Only the Italian version of this document has legal value: if the two texts diverge, the Italian text prevails. Italian law applies to the relationship in any case.

Scope

What follows covers the Flarseo platform: the application the customer works in, the processing runs that generate content, and the interfaces that publish it.

It does not cover the websites customers publish elsewhere, their social profiles, their hosting providers or the third party tools they connect to their workspace.

This page describes operational targets, not a contractual guarantee. Binding service level commitments, where the subscribed plan provides for them, are in the annex to the framework agreement delivered by email at signup, in Italian.

Availability target

Our stated target is monthly platform availability at or above 99.5 per cent, measured over the calendar month and excluding the cases listed below.

It is an operating target, not a promise of outcome: we publish it so the level we work to is clear and so you can compare it with what you need.

Availability is measured on the ability to reach the platform and use its main functions. A slowdown that does not prevent use is not counted as downtime, but it is still a problem we deal with.

What counts as downtime

• The platform does not respond or returns errors on every request.
• Authentication does not work and customers cannot sign in.
• The main functions, meaning planning, generation, review and publication of content, are blocked by a defect on our side.
• Data cannot be read, or save operations fail systematically.

Counting starts when the problem is detected by our monitoring or reported by a customer, and ends when the service is usable again.

What does not count

The following situations stay outside the calculation.

Suspension and termination in the terms of service

Planned maintenance

Planned work is announced in advance by email and, when the impact is visible, with a notice inside the platform.

We choose low activity windows, typically outside Italian working hours, and keep them as short as we can.

Ordinary updates ship without interrupting the service. A window with an interruption is the exception, not the routine.

Urgent work for security reasons may happen without the usual notice: in that case we communicate as soon as we can, explaining what happened.

Third party dependencies

Flarseo orchestrates third party services, and that has an honest consequence to state: if a language model provider slows down or stops, content generation feels it.

Where possible the platform degrades in a controlled way: it queues the work, retries, and uses an alternative where one exists. Content in a queue is not content lost.

The same applies to search engines and conversational assistants: ranking and visibility data comes from external sources that can change format or availability without notice.

Supplier categories we use

Support channels

• Email to info@flarseo.com: the main channel, available on every plan.
• The contact form on the website: it lands in the same inbox, with a record of the page you wrote from.
• A direct contact person: provided on the higher plans and on agreed arrangements.

For a technical problem, help us be quick: name the workspace, what you were doing, what you expected and what happened instead. If there is an error message, quote it in full.

First response targets

We state the targets qualitatively, because a promise in hours that we cannot always keep is no use to anyone.

A first response is an acknowledgement with an assessment, not necessarily the fix. Resolution time depends on the nature of the problem and we tell you as soon as we know it.

An outage affecting all customers always takes precedence over any individual request, whatever the plan.

Escalation

If a report gets no reply within the stated target, or if the reply does not address the problem, you can ask for escalation.

1. Reply to the same message with "escalation" in the subject: the request goes back to the top of the queue.
2. If the problem stays open, it moves to a person with authority to decide on intervention priorities.
3. For contractual or formal matters you can write to the certified email collaborazionidigitali.srl@legalmail.it.

Communication during an outage

During an outage affecting several customers we send email to active customers as soon as the problem is confirmed, without waiting to have the complete picture.

Updates continue at reasonable intervals until service is restored, and at the end we say what happened, what caused it and what we are changing.

We would rather send an imperfect message on time than a perfect one late.

Contractual commitments

What you read here is a public operating commitment, the same for everyone and verifiable over time through the version and the date.

Contractual service level commitments, with the consequences of failing to meet them, exist where the subscribed plan provides for them and live in the annex to the framework agreement, delivered by email at signup, in Italian.

If your organisation needs specific commitments, talk to us before subscribing: they are assessed case by case and written into the contract, not into a web page.

Read the terms of service