Service Level Agreement

Our uptime targets, what counts as downtime, and the credits you get if we fall short.

Uptime targets by plan

"Uptime" is measured per calendar month, per region, on the Glixy control plane and customer-assigned compute. Our 90-day rolling number is published live at status.glixy.com.

• Starter: best-effort, no contractual SLA.
• Growth: 99.9% monthly uptime ("three nines").
• Enterprise: 99.95% standard; 99.99% available with dedicated cluster + multi-region.

Service credit structure

If our actual monthly uptime drops below your committed level, you're entitled to credits as follows. Credits are applied to the next invoice and never expire while your account is active.

• Growth · 99.9% target
  • 99.0% – 99.9%: 10% credit
  • 95.0% – 98.99%: 25% credit
  • Below 95.0%: 50% credit
• Enterprise · 99.95% target
  • 99.5% – 99.95%: 15% credit
  • 99.0% – 99.49%: 30% credit
  • Below 99.0%: 50% credit
• Enterprise · 99.99% target (multi-region)
  • 99.9% – 99.99%: 25% credit
  • 99.0% – 99.89%: 50% credit
  • Below 99.0%: 100% credit (entire monthly invoice)

Support response times

Time-to-first-response from a human engineer (not an auto-reply):

• Severity 1 (production down): Growth — 2 hours · Enterprise — 30 minutes · Enterprise + 24/7 — 15 minutes
• Severity 2 (major degradation): Growth — 4 hours · Enterprise — 2 hours
• Severity 3 (minor issue): Growth — next business day · Enterprise — 4 hours
• Severity 4 (questions, advice): 1 business day across all paid plans.

What's not covered

The following are excluded from uptime calculations:

• Scheduled maintenance announced at least 7 days in advance during your designated maintenance window.
• Force majeure: natural disasters, internet backbone outages, government-mandated shutdowns, war, fiber cuts beyond reasonable redundancy.
• Issues caused by Customer code, Customer configuration, or third-party services Customer integrated with.
• Beta or preview features explicitly labelled as such.
• DDoS attacks against Customer-specific resources where Customer declined our recommended mitigations.

How to claim a credit

Email sla@glixy.com within 30 days of the end of the affected month with: your account ID, the affected service/region, the time window, and any relevant logs or error messages. We'll confirm receipt within 1 business day and issue a credit determination within 10 business days. Credits appear on your next invoice.

Root cause analysis

For any Severity 1 incident lasting more than 60 minutes (or any incident on Enterprise multi-region setups), we deliver a written RCA within 5 business days. RCAs include: incident timeline, root cause, customer impact, immediate fixes, and long-term remediation actions with owners and dates.

Exclusive remedy

Service credits are the sole and exclusive remedy for any failure to meet the SLA. They are not transferable, not refundable in cash, and may not exceed 100% of the affected month's fees.

For full contract context, see the Terms of Service. Questions about your specific SLA: legal@glixy.com.