Service level agreement

An uptime commitment in writing.

Business and Enterprise carry a contractual monthly uptime target with a service-credit schedule. Free, Starter and Team do not. Everything below is a promise we make rather than a number we measured: live uptime is reported by an independent status provider, on infrastructure separate from the product it watches.

business: 99.9% target
enterprise: 99.95% target
credits to 25% of monthly fees

applies to Business and Enterprise

best effort Free, Starter and Team

measured Monthly, in UTC

a target is a promise about the future. it is not a claim about our past uptime.

what each plan carries

What each plan actually carries.

Three groups, one table. The left column is the honest one: most plans carry no contractual target at all, and selling one where none exists is how an SLA page becomes a liability.

What each plan
Commitment	Free, Starter, Teambest effort	Business$149 / month	Enterprisecustom
Monthly uptime target	No contractual target	99.9%	99.95%
Support response	Best effort	Next business day, by email	Priority, with a contractual response target
Service credits	None	Up to 10% of monthly fees	Up to 25% of monthly fees, negotiable
Where the terms bind	This page only	Terms of Service, or an order form	Order form and master agreement
Scheduled maintenance	Announced on the status page	Excluded from the calculation	Excluded from the calculation, windows agreed

Free, Starter, Team

best effort

Monthly uptime target: No contractual target
Support response: Best effort
Service credits: None
Where the terms bind: This page only
Scheduled maintenance: Announced on the status page

Free, Starter and Team are provided on a best-effort basis without a contractual SLA. Nothing on this page changes that.

service credits

If we miss the target, you get credited.

10%

Monthly uptime at least 99.0% but below your plan’s target. Credited against the following billing period.

15%

Monthly uptime at least 95.0% and below 99.0%. The band nobody wants to read twice.

25%

Monthly uptime below 95.0%. This is the ceiling. There is no larger band, and a page that promised one would be promising a term nobody signed.

how to claim a credit

Four steps, none of them a phone call.

01
Read the month
Uptime is measured monthly in UTC and reported by the independent status provider, not by a number we typed into a page.
02
Write in
Mail the address on your order form, or hello@transglot.ai if you do not have one, within thirty days of the end of that month, naming the month and the incident. A claim made later than that is waived.
03
We calculate
Credits are worked out on your monthly recurring fees, and scheduled maintenance windows are excluded.
04
It lands on the invoice
The credit is applied against the following billing period. It is a credit against future fees rather than a refund.

Open the status page Talk to us about an Enterprise SLA

FAQs

What people ask before they sign an order form.

What uptime do you guarantee?

A contractual monthly target of 99.9% on Business and 99.95% on Enterprise, measured in UTC and backed by a service-credit schedule. Free, Starter and Team carry no contractual target at all. These are commitments about the future, not a report of past uptime.

Which plans include an SLA?

Business and Enterprise. Free, Starter and Team are provided on a best-effort basis, and nothing on this page changes that.

What do I get if you miss the target?

A service credit against your next invoice, as a percentage of that month’s recurring fees: 10% where uptime is at least 99.0% but below the target, 15% where it is at least 95.0%, and 25% below 95.0%. On Business the total credit for a month is capped at 10%. The higher bands are on Enterprise, and 25% is the ceiling.

How do I claim a service credit?

Mail the address on your order form, or hello@transglot.ai if you do not have one, within thirty days of the end of the month you are claiming for, naming the month and the incident. Credits are requested rather than automatic, and a claim made after that thirty day window is waived. The credit lands against the following billing period rather than as a refund.

Does scheduled maintenance count against the target?

No. Scheduled maintenance is announced in advance and excluded from the calculation. On Enterprise the maintenance windows themselves are agreed with you.

How fast do you respond to support requests?

Business is next business day by email. Enterprise is priority, with a contractual response target set out on the order form. Free, Starter and Team are best effort.

Where do I see live uptime and incidents?

On the status page, which is run by an independent provider on infrastructure separate from the product it reports on. We publish no uptime percentage of our own on this site: our monitoring exists to run the service rather than to grade it, and a number typed into a page is out of date the moment it is written.

Is this page the contract?

No. This page summarises it. The contractual text, with the definitions, the exclusions, the claim window and the sole-remedy clause, is at /legal/sla, and your order form and master agreement are what bind.

works with what you already run