# Service Level Agreements *** The Service Level Agreements (SLAs) establish expectations between Glesys and the Customer. Both parties negotiate and agree on the services, performance targets, and scope. [Learn more](https://glesys.com/wp-content/uploads/2025/12/SLAs_en_updated-2024.01.01.pdf) We offer three service levels: **SLA Basic**, **SLA Bronze**, and **SLA Gold**. The agreements cover six definitions: * Downtime * Comprehensive Error * Response Time * Service Time * Permissible Service Interruption * Availability If service levels are unmet, Glesys compensates customers with liquidated damages calculated as a percentage of the affected Service's monthly fee. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.glesys.com/platform/platform-overview/service-level-agreements.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.