Service Level Agreement (SLA)

Effective Date: August 21, 2025

Last Updated: August 21, 2025

This Service Level Agreement ("SLA") forms part of the agreement between Glue Inc. ("Glue," "we," "us," or "our") and customers with a paid subscription to Glue Studio ("Customer," "you," or "your"). This SLA does not apply to beta programs, free trials, or evaluation access unless otherwise noted.

  1. Scope

    This SLA describes the service availability, support commitments, and remedies applicable to the Glue Studio SaaS platform (the "Service").


  2. Service Availability

    • Uptime Commitment: Glue will use commercially reasonable efforts to ensure the Service is available 99.9% of the time in any given calendar month, excluding Scheduled Maintenance and Permitted Downtime (defined below).

    • Scheduled Maintenance: Glue will provide at least 48 hours’ notice for planned maintenance expected to impact availability.

    • Permitted Downtime: Unavailability caused by factors outside Glue’s reasonable control, including internet service provider failures, force majeure events, or issues attributable to Customer systems, is excluded from uptime calculations.


  3. Recovery Objectives

    Glue maintains business continuity and disaster recovery procedures aligned with industry best practices:

    • Recovery Time Objective (RTO): 24 hours

    • Recovery Point Objective (RPO): 1 hour


  4. Support Commitments

    • Support Channels: Paid customers may contact Glue via email at support@gluestudio.com.

    • Response Times:

      • Priority 1 (Critical Service Outage): Initial response within 4 hours during business hours (9:00 a.m.–6:00 p.m. Eastern, Monday–Friday).

      • Priority 2 (Service Degradation or Major Feature Impact): Initial response within 1 business day.

      • Priority 3 (General Issues, Questions, or Minor Bugs): Initial response within 2 business days.


  5. Remedies

    If uptime falls below the committed level in a calendar month, Customer may be eligible for a service credit:

    • < 99.9% but ≥ 99.0% availability: 5% of monthly subscription fees

    • < 99.0% but ≥ 95.0% availability: 10% of monthly subscription fees

    • < 95.0% availability: 20% of monthly subscription fees

    To receive a credit, Customer must request it in writing within 30 days of the month in which the issue occurred. Credits are applied to future invoices and represent Customer’s sole and exclusive remedy for failure to meet service levels.


  6. Exclusions

    This SLA does not apply to:

    • Beta, trial, or evaluation access.

    • Downtime caused by Customer misuse or failure to follow documentation.

    • Issues caused by third-party services, networks, or software not controlled by Glue.


  7. Updates to SLA

    Glue may update this SLA from time to time. Material changes will be communicated via email (to paid Customers with an active subscription) or posted on the Glue website. Updates will not retroactively reduce service levels.


  8. Contact

    Questions about this SLA should be directed to:

    Glue Inc.
    2093 Philadelphia Pike
    PMB #4583
    Claymont, DE 19703

    Email: legal@gluestudio.com

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