Service Standards

Service Level
Policy

Our service availability target, support channels, severity definitions, and response standards for the FlowIQ platform and related Services.

Last Updated: June 1, 2026

help@tapinnov.com

TAP Innovations, LLC — Service Level Policy

This policy describes our service availability target, support channels, severity definitions, and response standards for the FlowIQ platform and related Services. Enterprise customers may negotiate binding service levels and remedies in a separate agreement.

8.1 Availability Target

TAP Innovations, LLC targets a monthly uptime of 99.5% or better for the production FlowIQ platform, excluding scheduled maintenance, customer-caused issues, integrations with third-party systems outside our control, beta features, and force majeure events.These targets are operational goals and are not, by themselves, contractual commitments. Binding service levels, remedies, and credit calculations are defined only in a signed Master Services Agreement or Order Form.

8.2 How Uptime Is Measured

Uptime is measured at the production application boundary using internal monitoring and synthetic checks.
“Downtime” means a sustained period during which core production functionality is materially unavailable to substantially all users.
Excluded events: scheduled maintenance, emergency security maintenance, customer environment issues, third-party outages, and force majeure.

8.3 Scheduled and Emergency Maintenance

Routine maintenance is scheduled outside of typical U.S. business hours where practicable, with advance notice through in-product banners, status page, or email. Emergency maintenance may be performed at any time to protect the security or stability of the platform.

8.4 Support Channels and Hours

Email: help@tapinnov.com (24×7 intake — monitored for triage; after-hours response is best effort unless otherwise contracted)
In-product help: available within FlowIQ where supported.
Standard hours: Monday–Friday, 8:00 AM to 6:00 PM Central Time, excluding U.S. federal holidays.
Premium support: Named contacts, expanded hours, and faster response targets available under enterprise agreements.

8.5 Severity Definitions and Response Targets

Severity	Definition	Initial Response Target
Severity 1 — Critical	Production unavailable for substantially all users or major data loss risk.	Within 1 hour during business hours; continuous best effort outside hours.
Severity 2 — High	Major functionality impaired; significant impact to business operations.	Within 4 business hours; engineering engagement during business hours.
Severity 3 — Medium	Partial impact or workaround available.	Within 1 business day.
Severity 4 — Low	Question, feature request, or cosmetic issue.	Within 3 business days.

8.6 Status and Communications

During incidents, we provide periodic updates through email or a status page where available. Significant incidents are followed by a post-incident summary describing root cause, customer impact, timeline, and corrective actions.

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