Quick Summary
- We guarantee 99.5%–99.95% uptime depending on your plan.
- If we miss our uptime target, you get service credits (10%–100% of your monthly fee).
- Support response times range from 30 minutes (Enterprise critical) to 48 hours (Pro low priority).
- Your data is backed up every 6 hours with 30-day retention and 99.999999999% durability.
- Check status.glincker.com for real-time system status and incident updates.
Service Level Agreement
Last Updated: January 7, 2026
This Service Level Agreement ("SLA") describes the service level commitments Glincker makes to customers on paid plans. This SLA is incorporated into and forms part of our Terms of Service.
Service Availability
Uptime Commitment
We commit to maintaining the following uptime levels for the Glincker platform:
| Plan | Monthly Uptime | Quarterly Uptime |
|---|---|---|
| Pro | 99.5% | 99.7% |
| Team | 99.9% | 99.9% |
| Enterprise | 99.95% | 99.95% |
Uptime is calculated as: ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
What Counts as Downtime
Downtime begins when our monitoring detects that the core service is unavailable and ends when the service is restored. The following do count as downtime:
- Complete inability to access the Glincker application
- Inability to save or load documents
- Authentication system failures
- API endpoints returning errors for all users
The following do not count as downtime:
- Scheduled maintenance (with 72-hour notice)
- Issues caused by factors outside our control (see Exclusions)
- Degraded performance that doesn't prevent core functionality
- Problems limited to specific users due to their configuration
- Beta or preview features
Service Credits
If we fail to meet our uptime commitments, you may be eligible for service credits:
| Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| 99.0% - 99.5% | 10% |
| 98.0% - 99.0% | 25% |
| 95.0% - 98.0% | 50% |
| Below 95.0% | 100% |
Credit Cap: Total credits in any billing period shall not exceed 100% of that period's fees.
How to Claim: Submit a credit request to [email protected] within 30 days of the incident. Include dates, times, and description of the issue.
Response Times
Support Response SLA
We commit to initial response times based on issue severity:
| Severity | Description | Pro | Team | Enterprise |
|---|---|---|---|---|
| Critical | Complete outage, data loss risk | 4 hours | 2 hours | 30 minutes |
| High | Major feature unavailable | 8 hours | 4 hours | 2 hours |
| Medium | Feature degraded, workaround exists | 24 hours | 12 hours | 4 hours |
| Low | Questions, minor issues | 48 hours | 24 hours | 8 hours |
Response hours: Monday–Friday, 9am–6pm in your local timezone (excluding public holidays)
Enterprise 24/7: Enterprise customers with 24/7 support add-on receive response times regardless of time or day.
Severity Definitions
Critical (Severity 1)
- Complete service outage affecting all users
- Data loss or corruption
- Security breach or vulnerability actively being exploited
High (Severity 2)
- Major feature completely unavailable
- Significant performance degradation affecting business operations
- Unable to access critical data
Medium (Severity 3)
- Feature partially working or degraded
- Workaround available
- Non-critical functionality impacted
Low (Severity 4)
- Questions or guidance requests
- Minor cosmetic issues
- Feature requests
Scheduled Maintenance
Maintenance Windows
We perform scheduled maintenance during the following windows to minimize disruption:
- Regular Maintenance: Saturdays, 2:00 AM – 6:00 AM UTC
- Emergency Maintenance: As needed with minimum 4-hour notice
Notification Policy
| Maintenance Type | Notice Period | Notification Method |
|---|---|---|
| Planned (non-disruptive) | 72 hours | Email, Status Page |
| Planned (potential disruption) | 7 days | Email, Status Page, In-app |
| Emergency | Best effort (min 4 hours) | Email, Status Page |
Maintenance Commitments
- Maximum 4 hours of scheduled maintenance per month
- No scheduled maintenance during critical business periods (quarter-end, fiscal year-end) without customer consent for Enterprise plans
- Maintenance that extends beyond scheduled window counts toward downtime
Data Protection
Backup and Recovery
| Aspect | Commitment |
|---|---|
| Backup Frequency | Every 6 hours |
| Backup Retention | 30 days |
| Point-in-Time Recovery | Available for Enterprise |
| RPO (Recovery Point Objective) | 6 hours |
| RTO (Recovery Time Objective) | 4 hours |
Data Durability
We maintain 99.999999999% (11 nines) data durability through:
- Redundant storage across multiple availability zones
- Real-time replication
- Regular integrity checks
- Encrypted backups stored separately from primary data
Exclusions
This SLA does not apply to:
- Force Majeure: Natural disasters, war, terrorism, government actions
- Third-Party Issues: Failures in internet service, DNS, or third-party integrations
- Customer Actions: Issues caused by customer's code, configuration, or usage
- Abuse: Violations of our Terms of Service or Acceptable Use Policy
- Alpha/Beta Features: Features explicitly marked as experimental
- Free Plans: This SLA applies only to paid plans
- Exceeding Limits: Issues caused by exceeding plan limits
Monitoring and Status
Status Page
Real-time service status is available at status.glincker.com, including:
- Current system status
- Incident history
- Scheduled maintenance calendar
- Historical uptime metrics
Incident Communication
During incidents, we will:
- Acknowledge the issue within 15 minutes
- Provide updates every 30 minutes during active incidents
- Publish a post-incident report within 72 hours for Critical/High severity
- Identify root cause and preventive measures
Enterprise SLA Enhancements
Enterprise customers may negotiate additional SLA terms, including:
- Custom Uptime Targets: Up to 99.99%
- Dedicated Infrastructure: Isolated resources
- Custom Maintenance Windows: Tailored to your business hours
- Named Support Contacts: Dedicated support representatives
- Executive Escalation: Direct access to engineering leadership
- SLA Reporting: Monthly/quarterly SLA compliance reports
Contact [email protected] to discuss custom SLA terms.
Termination for SLA Breach
If we fail to meet our uptime commitment for three consecutive months, you may terminate your agreement without penalty by providing 30 days written notice. This right must be exercised within 60 days of the third qualifying month.
Changes to This SLA
We may update this SLA to improve our commitments or clarify terms. We will:
- Provide 30 days notice for material changes
- Never reduce commitments during an active subscription term
- Notify customers via email for any changes
Contact
For SLA-related inquiries:
- Email: [email protected]
- Status Page: status.glincker.com
This SLA should be read in conjunction with our Terms of Service and Privacy Policy.
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