Service Level Objectives
At Foldio, we are committed to delivering a reliable and high-performing service. This page outlines our Service Level Objectives (SLO), including availability, monitoring, and customer support.
Introduction
This document, titled SLO (Service Level Objectives), aims to define the quality and availability levels of the Foldio platform. These criteria include availability targets, exclusions in the event of scheduled maintenance or events beyond Foldio’s control, as well as guidelines for monitoring and customer support in case of service interruptions.
Definitions
Accessible
Refers to Foldio being reachable via a web browser using a stable and high-performance internet connection.
Operational
Refers to Foldio performing its core functions without significant degradation in performance or critical functionality.
Availability
Period during which Foldio is accessible and operational.
Downtime
Period during which Foldio is completely inaccessible and non-operational.
Scheduled Maintenance
Downtime required to perform system updates, improvements, or repairs.
Business Hours
Periods outside business hours, including nights, weekends, and public holidays.
Off-Peak Hours
Periods outside business hours, including nights, weekends, and public holidays.
Availability Objective
Foldio makes every effort to ensure an average annual service availability of 99.9%. This corresponds to an average maximum downtime of 43 minutes and 12 seconds per month.
Exclusions
In addition to scheduled maintenance, downtime caused by the following events is not included in availability calculations:
Factors Beyond Foldio’s Control
Including, but not limited to:
Natural disasters (e.g., earthquakes, floods, fires)
Failures or interruptions from third-party providers (e.g., hosting, CDN, cloud services)
Client-side configuration or usage issues
Incompatible browser or operating system updates
Regulatory decisions or government restrictions
Geopolitical conflicts or regional instability
Local power outages on the client side
Limitations or errors in third-party APIs
Misuse or Improper Use of the Service
Including, but not limited to:
Intentional service overload (e.g., excessive unjustified requests – internal DDoS)
Use of unauthorized scripts or bots
Excessive concurrent connections or shared accounts
Failure to comply with API limits or contractual quotas
Attempts to modify or bypass code or security mechanisms
Use of outdated or incompatible software or plugins
Integrations that do not comply with technical specifications
Monitoring
We ensure continuous monitoring to keep Foldio operational and accessible using the following tools:
Google Cloud Platform Logs: aanalysis of activity, traffic, and usage
Sentry: bug tracking and logging
Updown: uptime monitoring
Scheduled Maintenance
When maintenance requires extended downtime, Foldio schedules it during off-peak hours whenever possible.
Customer support
In case of availability issues, customers can contact Foldio support via email at: support@foldio.app
The helpdesk is available during business hours.
Response times depend on the severity of the issue:
Low Severity
Minor impact on service or users.
Example: display issue, minor bug, usage question.
Impact: minimal disruption
Response time objective: 12 business hours
Medium Severity
Significant degradation affecting specific features.
Example : major slowdown, key feature malfunction.
Impact: noticeable disruption
Response time objective: 6 business hours
High Severity
Total or partial service outage affecting many users.
Example : major server failure, data loss, critical security issue.
Impact: major disruption
Response time objective: 2 business hours
