Service Level Agreement

This Service Level Agreement ("SLA") describes GlamFlow's commitments regarding the availability and performance of the GlamFlow platform ("Service"). This SLA applies to customers on paid subscription plans.

GlamFlow targets 99.9% monthly uptime for the core Service, excluding scheduled maintenance and circumstances beyond our reasonable control.

"Uptime" is calculated as: ((Total Minutes in Month – Downtime Minutes) / Total Minutes in Month) × 100.

"Downtime" means periods when the Service is unavailable or materially degraded, excluding: (a) scheduled maintenance windows; (b) customer-caused outages; (c) force majeure events; (d) issues arising from third-party services outside GlamFlow's control.

GlamFlow performs routine maintenance to keep the Service secure and up to date. We will provide at least 48 hours' advance notice for scheduled maintenance that may affect availability.

Emergency maintenance may be performed without advance notice when required to address critical security vulnerabilities or prevent service degradation.

GlamFlow provides the following support response time targets based on issue severity:

Critical (Service unavailable or data loss): Initial response within 1 hour, resolution target within 4 hours.

High (Core features impaired): Initial response within 4 hours, resolution target within 1 business day.

Medium (Non-critical features impaired): Initial response within 1 business day, resolution target within 3 business days.

Low (General inquiries, feature requests): Initial response within 2 business days.

Support is available through our in-app help centre, email at [email protected], and for Enterprise customers, a dedicated support channel.

If GlamFlow fails to meet the 99.9% uptime commitment in any calendar month, eligible customers may request service credits as follows:

Uptime 99.0% – 99.9%: 10% credit of monthly fee.

Uptime 95.0% – 98.9%: 25% credit of monthly fee.

Uptime below 95.0%: 50% credit of monthly fee.

Credits must be requested within 30 days of the end of the affected month by contacting [email protected]. Credits are applied to future invoices and are not redeemable for cash.

This SLA does not apply to: (a) features or services identified as beta or preview; (b) issues caused by your actions or third-party integrations; (c) free trial accounts; (d) force majeure events including natural disasters, governmental actions, or internet infrastructure failures.

GlamFlow maintains real-time uptime monitoring. Current and historical status information is available at status.glamflowapp.com.

GlamFlow may update this SLA from time to time. We will provide at least 30 days' notice of any material changes. Continued use of the Service after the effective date of changes constitutes acceptance.