Back

Service Level Agreement

Service Level Agreement

Last updated: March 22, 2026

1. Service Overview

This Service Level Agreement (SLA) defines the expected availability and performance standards for Slate (slate.fleeq.net), a free image stock service operated by Fleeq.

2. Availability

We target 99.5% monthly uptime for the Slate platform. Uptime is measured as the percentage of time the service is accessible and functional during a calendar month, excluding scheduled maintenance windows.

3. Scheduled Maintenance

Planned maintenance will be performed during low-traffic hours (typically 02:00–06:00 UTC) and will be announced at least 24 hours in advance when possible. Scheduled maintenance windows are excluded from uptime calculations.

4. Performance Targets

  • Page load time: Under 3 seconds for initial page load on standard broadband connections.
  • API response time: Under 2 seconds for image search and browse endpoints.
  • Image delivery: Served via Pexels CDN with global edge caching for fast delivery worldwide.

5. Third-Party Dependencies

Slate relies on the Pexels API for image content. Disruptions to Pexels' service may impact image availability on Slate. Such third-party outages are excluded from our uptime commitment.

6. Support

As a free service, Slate provides community-level support. For service-related issues, contact [email protected]. We aim to acknowledge all inquiries within 48 business hours.

7. Incident Response

  • Critical (service down): Response within 1 hour, resolution target within 4 hours.
  • Major (degraded performance): Response within 4 hours, resolution target within 24 hours.
  • Minor (cosmetic/non-blocking): Response within 48 hours, resolution in next maintenance cycle.

8. Exclusions

This SLA does not apply to:

  • Issues caused by user's network, browser, or device.
  • Force majeure events (natural disasters, wars, etc.).
  • Third-party service outages (Pexels API, CDN providers).
  • Abuse or misuse of the platform.

9. Modifications

Fleeq reserves the right to modify this SLA at any time. Changes will be posted on this page with an updated revision date.

10. Contact

For SLA-related inquiries: [email protected]