> For the complete documentation index, see [llms.txt](https://docs.glesys.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.glesys.com/platform/platform-overview/service-level-agreements.md).

# Service Level Agreements

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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.