Service Level Agreement

Effective Date: January 2026  | Last Updated: January 25, 2026

Uptime Commitment

GlyphNet commits to the following uptime guarantees based on your plan:

PlanMonthly UptimeMax Downtime/Month
FreeBest effortNo guarantee
Starter99.5%3.6 hours
Professional99.9%43 minutes
Enterprise99.95%22 minutes

Response Time Guarantees

PlanAPI Response Time (p95)
Free< 500ms
Starter< 200ms
Professional< 100ms
Enterprise< 50ms

Service Credits

If we fail to meet the uptime commitment, you're entitled to service credits:

Monthly UptimeCredit
99.0% - 99.9%10% of monthly bill
95.0% - 99.0%25% of monthly bill
< 95.0%50% of monthly bill

How to Request Credits

Email support@glyphnet.io within 30 days of the incident with your organization name, affected time period, and description of impact. Credits are applied to future invoices and do not exceed 50% of monthly fees.

Exclusions

This SLA does not apply to:

  1. Scheduled Maintenance - Announced 48+ hours in advance
  2. Emergency Maintenance - Critical security patches
  3. Force Majeure - Natural disasters, war, government actions
  4. Customer Actions - Exceeding rate limits, invalid API usage
  5. Third-Party Services - Issues with upstream providers
  6. Beta Features - Clearly marked experimental features

Uptime Calculation

Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
  • Measured monthly, calendar month
  • Downtime = API returns 5xx errors for 5+ consecutive minutes
  • Checked via independent monitoring (every 60 seconds)

Scheduled Maintenance

  • Maintenance windows: Sundays 2:00-6:00 AM UTC
  • Announced via: Status page, email to affected customers
  • Typical duration: < 30 minutes
  • Emergency patches: Immediate, with post-incident notification

Support Response Times

PlanInitial ResponseResolution Target
FreeBest effortBest effort
Starter< 24 hours< 72 hours
Professional< 4 hours< 24 hours
Enterprise< 1 hour< 4 hours

Contact

Changes to This SLA

We may update this SLA with 30 days notice. Continued use after changes constitutes acceptance.