Glac Service Level Agreement
Last updated: 28 October 2026.
This Service Level Agreement (“SLA”) is part of the Terms of Service between you and GLAC PTY LTD (“we”, “us”). Words defined in the Terms of Service, such as Account, Plan, Sandbox, App, Region and Credits, mean the same here.
1. Who this SLA covers
1.1 This SLA covers Accounts on Paid, for the time they are on it with the subscription fee paid.
1.2 It does not cover Accounts on Free, or any time during which an Account is in the grace period after a failed renewal (Section 8.3 of the Terms), in debt (Section 11 of the Terms), on hold (Section 13 of the Terms) or suspended (Section 18.2 of the Terms).
2. Our commitment
2.1 In each calendar month (UTC), we keep each Covered Service available for at least this Monthly Uptime Percentage:
| Plan | Monthly Uptime Percentage |
|---|---|
| Paid | 99.5% |
2.2 The Covered Services are:
- (a) the API: the API at api.glac.ai that you use to manage your Sandboxes, Apps, Volumes and the rest of your Account;
- (b) each Region you use: running your Sandboxes and App instances in that Region, and passing requests to them through preview URLs, App domains and your own domains.
3. How availability is measured
3.1 Unavailable means:
- (a) for the API: every request you make to it fails with a server error (an HTTP status of 500 or above) or gets no answer within 60 seconds;
- (b) for a Region: because of a failure of our hosts, network, edge servers or control plane, none of your Sandboxes and App instances in that Region that should be running can run or be reached, and no new one can be created or woken there.
3.2 Downtime is the number of minutes in a calendar month during which a Covered Service is Unavailable. Only periods of at least 5 minutes in a row count.
3.3 The Monthly Uptime Percentage of a Covered Service is 100% multiplied by (the minutes in the month minus the minutes of Downtime), divided by the minutes in the month. Minutes during which your Account is not covered (Section 1) are left out of both numbers.
3.4 We work out Downtime from our monitoring records, from the incidents on our status page at https://glac.ai/status/, and from the information in your claim.
4. What does not count as Downtime
Time when a Covered Service is Unavailable does not count as Downtime when it is caused by:
- (a) maintenance that we announce on our status page at least 48 hours before it starts, up to 4 hours in a calendar month;
- (b) the state or settings of your Account: a meter stopped because its included quantity is used up and you have no balance (Section 7 of the Terms), a spend limit or your own egress cap being reached (Sections 12 and 14.3 of the Terms), a Sandbox or instance larger than your Plan allows (Section 8.3 of the Terms), or any other limit of your Plan;
- (c) your images, programs and configuration, your egress rules, your domains and their DNS, or anything else under your control, including a Sandbox that stops because of what runs inside it;
- (d) the Service working as the Terms describe: Sandboxes asleep or waking, stateless App instances removed when idle (Section 5.2 of the Terms), a Sandbox created in another Region because the chosen one could not take it (Section 5.3 of the Terms);
- (e) features that we call beta, preview or experimental;
- (f) suspension, or action we take under Section 15.3 of the Terms;
- (g) events beyond our reasonable control (Section 26.3 of the Terms), or problems with the internet or other networks outside ours;
- (h) attacks on your Sandboxes or Apps, such as denial-of-service attacks.
5. Service credits
5.1 If the Monthly Uptime Percentage of a Covered Service you used is below your Plan’s commitment in Section 2.1, you get a service credit worth a share of your Monthly Charges for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below the commitment, but at least 99.0% | 10% |
| Below 99.0%, but at least 95.0% | 25% |
| Below 95.0% | 50% |
5.2 Your Monthly Charges for a calendar month are the subscription fees for the periods that started in that month and the usage paid from your balance for that month, as your monthly statement shows them.
5.3 If more than one Covered Service falls short in the same month, the credit follows the lowest Monthly Uptime Percentage. The credits for a month are never more than 50% of the Monthly Charges for that month.
5.4 We pay service credits as Credits added to your balance. They pay for usage like other Credits and expire as Section 9.5 of the Terms says. They cannot be exchanged for cash or refunded, and they do not change your Plan.
6. How to claim
6.1 Write to support@glac.ai, with “SLA claim” in the subject, within 30 days after the end of the month in which the Downtime happened. Give your Account’s ID; the Covered Service and, for a Region, which one; the date, time and length of each period of Downtime; and request IDs, error messages or logs that show it. Remove secrets and personal data from logs before you send them.
6.2 We answer within 30 days. If the claim is accepted, we add the service credit to your balance when we answer.
6.3 There is no service credit for a claim made after the deadline, or one without the information in Section 6.1.
7. Your remedy
7.1 Service credits are your only remedy for Downtime, as far as the law allows.
7.2 Nothing in this SLA limits rights you have under consumer law (Sections 21 and 22 of the Terms).
8. Changes
We may change this SLA as Section 24 of the Terms says. We tell you at least 14 days before a change that lowers our commitment or the service credits takes effect.