Support & SLA Policy
Last updated: 2026-06-16
1. Support Channels
- Email: support@glowhub.app
- In-app chat: available for paid plans.
- WhatsApp: for Pro and Enterprise plans.
- Phone: Enterprise plan only.
2. Response Times
| Plan | Initial Response | Critical Issues |
|---|---|---|
| Free Trial | 48 business hours | Best effort |
| Starter | 24 business hours | 3 business days |
| Pro | 8 business hours | 24 hours |
| Enterprise | 2 hours | 4 hours |
3. Uptime Commitment
- 99.5% monthly uptime for Starter and Pro.
- 99.9% monthly uptime for Enterprise.
- Pre-announced maintenance is excluded.
4. Compensation
If monthly SLA is not met:
- 5% credit on next month's invoice per 0.5% deficit.
- Maximum credit = 50% of monthly invoice.
5. Scheduled Maintenance
- Announced at least 72 hours in advance.
- Performed during low-traffic windows.
- Maximum expected duration: 30 minutes.
6. Major Outages
- Status page shows real-time status.
- Post-mortem reports are published within 72 hours.
7. Support Limits
Support does not cover:
- Custom training.
- Business consulting beyond platform scope.
- Recovering data deleted at customer's request.