Service Level Agreement

This Service Level Agreement ("SLA") sets the uptime commitments, incident response standards, and service credit terms for GliminTor OS. It applies to all paid plan subscribers. Free trials operate on a best-efforts basis and are not covered by this SLA. Enterprise customers may negotiate enhanced SLA terms through their individual contract, which supersede this SLA where they differ.

Uptime is measured as: (total minutes in calendar month minus qualifying downtime minutes) divided by total minutes in calendar month, expressed as a percentage. "Downtime" means the platform is wholly unavailable or core features are materially inaccessible for more than five consecutive minutes, as recorded by our monitoring systems. Plan Monthly uptime target Maker 99.0% Creator 99.0% Pro 99.5% Studio 99.5% Agency 99.9% Enterprise 99.9% or as specified in the Enterprise agreement

The following do not constitute downtime for SLA purposes and are excluded from uptime calculations: • Scheduled maintenance communicated in advance per Section 5 • Events outside our reasonable control including ISP failures, DNS propagation delays, and force majeure events • Third-party service outages including social media platform API outages, Stripe outages, and Cloudflare incidents not within our control • Downtime resulting from your actions including Acceptable Use Policy violations, misuse, or deliberate abuse • Issues affecting only a single third-party connected account rather than the platform • Performance degradation attributable to your local network, browser, or device

Severity Definition Response — Agency and Priority Support subscribers Response — all other paid plans Critical (P1) Platform wholly unavailable or core publishing and inbox features inaccessible for all users 30 minutes 2 hours High (P2) Significant feature impairment affecting a large proportion of users 2 hours 8 hours Medium (P3) Feature degradation or non-critical features unavailable 8 hours 24 hours Low (P4) Minor or isolated issues 2 business days 2 business days Initial response means acknowledgement of the incident and assignment to a technical owner. It does not mean resolution. Resolution timelines vary by severity and complexity.

Routine maintenance is scheduled between 02:00 and 06:00 UTC on Sundays. Maintenance expected to exceed 30 minutes will be announced at status.glimintor.com and by email to the registered account address at least 48 hours in advance. Emergency maintenance for critical security issues may occur with shorter notice, communicated as promptly as possible.

Where actual monthly uptime falls below the committed target, service credits apply as follows: Actual monthly uptime Service credit (% of monthly subscription fee) At or above committed target No credit 95.0% up to committed target 10% 90.0% to 94.99% 25% Below 90.0% 50% Service credits are applied against the next invoice and are the sole remedy for failure to meet uptime commitments. Credits have no cash value and are forfeited if your account is in arrears. To claim a credit, submit a request to [email protected] within 30 days of the incident with the date, duration, and nature of the downtime experienced.

Current platform status, incident history, and maintenance notices are published at status.glimintor.com. You may subscribe to status updates by email.

We perform daily backups of platform data with a 7-day retention window. Backups are stored in a geographically separate location from the primary data store. Restoration from backup in the event of data loss caused by a verified platform error is available for Studio, Agency, and Enterprise plan subscribers. Submit restoration requests to [email protected] with details of the loss event. Backup services do not cover data loss resulting from your actions, AUP violations, or events outside our reasonable control.

Incident reports and SLA credit claims: [email protected] Priority Support enquiries: [email protected] Platform status: status.glimintor.com