Service Level Agreement

1. Scope

This SLA policy applies to all customers of Glitch Servers, defining the levels of service availability, support response times, and performance guarantees. It covers both standard and enterprise-level customers, outlining their respective entitlements and support expectations.

2. Purpose

The purpose of this SLA is to ensure that customers have a clear understanding of the service levels they can expect from Glitch Servers, including guaranteed uptimes, support response times, and the processes for addressing service disruptions. This SLA aims to provide transparency and build trust with customers.

3. Definitions

• Company: Refers to Glitch Servers, the service provider.
• Customer: Any individual or entity with an active service agreement with Glitch Servers.
• Uptime: The percentage of time that services are available and operational.
• Downtime: Any period during which services are unavailable or significantly impaired.
• Response Time: The duration between the submission of a support ticket and the initial response from the support team.
• Standard Customer: Customers using general hosting packages without an enterprise agreement.
• Enterprise Customer: Customers with a dedicated enterprise agreement that includes enhanced support and service guarantees.

4. Service Availability and Uptime Guarantee

Glitch Servers guarantees a 99.9% uptime for all standard customers. For enterprise customers, the guaranteed uptime is 99.99%. Uptime is measured on a monthly basis and excludes scheduled maintenance windows, which are communicated in advance.

5. Support Response Times

• Standard Customers: General inquiries are acknowledged within 4 hours during support hours (08:00–20:00 UK time, 7 days a week). Technical support tickets are acknowledged within 2 hours during support hours. Resolution times may vary depending on the complexity of the issue, but updates are provided regularly.
• Enterprise Customers: Support tickets are acknowledged within 1 hour, 24/7. Enterprise customers receive priority handling, and critical issues are escalated immediately.

6. Maintenance and Notifications

Scheduled maintenance is conducted during off-peak hours to minimise customer impact. Customers are notified of upcoming maintenance at least 48 hours in advance via email and the client area. Emergency maintenance, while rare, is communicated as quickly as possible.

7. Exclusions

The SLA does not cover service disruptions caused by:

• Customer actions or misconfigurations.
• Third-party service failures outside Glitch Servers' control.
• Force majeure events such as natural disasters or other uncontrollable circumstances.
• DDoS attacks or other forms of cyber-attacks that are beyond standard mitigation.

8. Remediation and Compensation

If Glitch Servers fails to meet the guaranteed uptime for standard or enterprise customers, affected customers may request compensation in the form of service credits. For standard customers, if uptime falls below 99.9% in a given month, they are eligible for a credit of 5% of their monthly fee. For enterprise customers, if uptime falls below 99.99%, they are eligible for a credit of 10% of their monthly fee. Requests for service credits must be submitted within 30 days of the downtime incident.

9. Reporting and Transparency

Glitch Servers provides customers with access to real-time service status and uptime reports via the client area. Regular maintenance schedules, incident reports, and performance metrics are communicated transparently to ensure customers are informed of the service health and performance.

10. Policy Review

This SLA policy is reviewed annually or following any significant change in service infrastructure, customer feedback, or industry standards. Any updates to the SLA are communicated to customers in advance and reflected in the client area.