Service Level Agreement

This Service Level Agreement (SLA) describes the availability and support commitments for the paid, generally-available tiers of our products (Glink, Label, and Quarter). It does not apply to free tiers, beta or alpha features, or pre-release previews, which are provided as-is.

This SLA supplements the Terms of Service. Where the two conflict, the Terms of Service govern except on the specific topics of uptime and service credits addressed here.

We target high availability for the paid Services, measured monthly as the percentage of time the Services are reachable and able to serve requests, excluding the exclusions listed below.

[TODO: confirm the exact monthly uptime target (a specific percentage) with the studio owner before publishing. Do not state a percentage until it is confirmed and can actually be measured and honored.]

Availability is measured at our edge and application layer. Live status and incident history are published at status.glinr.com.

We aim to acknowledge support requests within the following target windows, by severity, during our support hours:

Critical (Services down or unusable for many users): [TODO: confirm target response time with the studio owner before publishing].

High (major feature broken, no reasonable workaround): [TODO: confirm target response time before publishing].

Normal (a feature is degraded or a question needs an answer): within 1 business day, consistent with our published support commitments at /support.

These are response (acknowledgement) targets, not resolution guarantees. Resolution time depends on the nature of the issue.

If we miss the uptime commitment in a given calendar month, eligible paid customers may request a service credit against a future invoice.

[TODO: confirm the service-credit schedule (the uptime thresholds and the corresponding credit percentages, and any monthly cap) with the studio owner before publishing. Do not invent specific percentages or dollar amounts.]

Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment. Credits have no cash value and are applied to future billing.

To request a service credit, email [email protected] within 30 days of the end of the month in which the missed commitment occurred. Include your account email and the approximate dates and times of the disruption.

We validate claims against our own monitoring and the public incident record at status.glinr.com before applying any credit.

The uptime commitment does not apply to unavailability caused by: scheduled maintenance announced in advance on status.glinr.com; factors outside our reasonable control (force majeure, upstream provider or network outages, denial-of-service attacks); your own equipment, software, or network; your breach of the Terms of Service or Acceptable Use Policy; or beta, alpha, and preview features.

Scheduled maintenance is kept to low-traffic windows wherever practical and announced ahead of time.

SLA questions and credit requests: [email protected].

Live status and incident history: status.glinr.com.