Service Level Agreement

This Service Level Agreement (“SLA”) describes the service availability and support commitments provided by Infinity Glide for its platform services.

This SLA applies to customers using Infinity Glide services under active subscription plans.

1. Service Availability

Infinity Glide is designed to provide reliable and highly available platform services.

Our target service availability is:

99.9% monthly uptime

This uptime target applies to core platform services including:

• user account access
• communication tools
• ERP services
• platform infrastructure
• core application services

Scheduled maintenance windows may occur periodically.

2. Scheduled Maintenance

To maintain performance and security, Infinity Glide may perform scheduled maintenance.

Scheduled maintenance may include:

• infrastructure updates
• security improvements
• system performance enhancements

Where possible, maintenance will be announced in advance.

3. Service Monitoring

Infinity Glide continuously monitors platform infrastructure to maintain reliability and detect issues.

Monitoring includes:

• system performance monitoring
• infrastructure health checks
• automated alert systems
• security monitoring

4. Incident Response

If service interruptions occur, Infinity Glide works to restore functionality as quickly as possible.

Incident response includes:

• issue identification and diagnosis
• mitigation actions
• system restoration procedures
• communication with affected users

5. Support Services

Infinity Glide provides support channels to assist users experiencing issues.

Support may include:

• technical assistance
• account support
• platform guidance
• issue resolution

Support availability may vary depending on subscription plans.

6. Support Response Targets

Infinity Glide aims to respond to support requests within the following timeframes:

Critical Issues

Platform outage or major service disruption
Target response: within 4 hours

High Priority Issues

Significant feature malfunction
Target response: within 12 hours

Standard Issues

General technical questions or minor issues
Target response: within 24 hours

7. Service Credits

If Infinity Glide fails to meet the stated uptime commitment, customers may be eligible for service credits depending on the severity and duration of the outage.

Service credits may be applied toward future subscription fees.

8. Customer Responsibilities

Customers are responsible for:

• maintaining secure access credentials
• ensuring compatible system configurations
• reporting service issues promptly

Customers must also comply with the Infinity Glide Terms of Service and Acceptable Use Policy.

9. Exclusions

This SLA does not apply to interruptions caused by:

• third-party service providers
• customer network issues
• misuse of the platform
• force majeure events

10. SLA Updates

Infinity Glide may update this Service Level Agreement periodically to reflect platform improvements or operational changes.

Updates will be published with a revised effective date.

11. Contact

For support or SLA inquiries:

Infinity Glide Support
Email: support@infinityglide.com