Service level agreement
1. Uptime commitment
Measured monthly, per calendar month, on the Glime CRM web application and API.
| Plan | Monthly uptime | Allowed downtime | Support response |
|---|---|---|---|
| Trial | Best effort | — | Community / email |
| Starter | 99.5% | ~3h 39m | 2 business days |
| Professional | 99.5% | ~3h 39m | 1 business day |
| Enterprise | 99.9% | ~43m | 4 business hours |
We publish 99.5% rather than the 99.99% that appears on most vendor sites because we run a single region today. A commitment you cannot hold is not a stronger promise — it is a refund schedule you have not budgeted for. When the architecture changes, this number changes with it, and we will say so in the changelog.
2. How uptime is measured
By our external uptime monitor polling the public health endpoint every 60 seconds from multiple regions — not by our own logs, and not by our own opinion.
- Down means two consecutive failed checks: the API returns a 5xx, times
out, or reports
status: "outage". - Degraded — slower than our latency budgets, or notifications delayed — is reported on the status page but does not count against uptime unless requests fail.
- Excluded: planned maintenance announced 7 days ahead (§5), failures of your own network or identity provider, and force majeure.
- Not excluded: our deploys. A failed deploy is downtime. Deploys are rolling and drain in-flight requests specifically so this stays true.
The same measurement we bill ourselves against is the one shown on the status page, live.
3. Service credits
If we miss the commitment for your plan in a calendar month, you are entitled to a credit against the following month:
| Monthly uptime achieved | Credit |
|---|---|
| Below commitment, downtime under 1 hour | 10% of that month's fee |
| Cumulative downtime 1–4 hours | 10% of that month's fee |
| Cumulative downtime over 4 hours | 25% of that month's fee |
| Cumulative downtime over 24 hours | 100% of that month's fee |
Request a credit by emailing support@glimecrm.com within 30 days of the end of the affected month, referencing the incident on the status page. Credits are applied to the next invoice, are the sole remedy under this SLA, and are capped at 100% of one month's fee.
We do not apply credits automatically today, and we would rather say so than imply a system that does not exist. Every incident is published on the status page, so you never have to take our word for whether one happened.
4. Support response times
Response means a human reply, not an automated acknowledgement. Times are from receipt at support@glimecrm.com during business hours.
| Severity | Definition | Response | Target fix |
|---|---|---|---|
| P0 | Approvals broken, data loss, or a security issue | 4 hours | 24 hours |
| P1 | A core workflow fails — quote export, billing, sign-in | 1 business day | Next release |
| P2 | Cosmetic or single-user, with a workaround | 2 business days | Scheduled |
Security reports go to security@glimecrm.com and are always treated as P0 until assessed — see our disclosure policy.
5. Planned maintenance
Window: Tuesdays, 03:00–05:00 UTC. Announced at least 7 days in advance on the status page and by email to workspace Admins. Maintenance inside an announced window does not count against uptime.
Most changes ship without any window at all: deploys are rolling, and the database migrations are additive, so an existing session is not interrupted. We reserve the window for changes that genuinely cannot be done live.
6. Data durability
- Managed Postgres with automated daily backups and point-in-time recovery.
- Encrypted at rest; TLS 1.2+ in transit.
- Restores are exercised on a schedule, not assumed — our own restore verification runs weekly and compares row counts table by table.
- Measured RPO and RTO are published on the security page. We publish only numbers we have measured by performing an actual restore.
Your data is exportable in full, at any time, from Admin → Export — including while an account is past due or being closed. We will never withhold your records over a billing dispute.
7. Changes to this SLA
Material reductions take effect at your next renewal, and we will email workspace Admins at least 30 days beforehand. Improvements take effect immediately. Enterprise customers with a signed MSA are governed by that agreement where it differs.