Service Level Agreement (SLA) – iGlowly Assistant

Last updated: 30 March 2026

This Service Level Agreement (“SLA”) describes the service availability and support levels for the iGlowly Assistant.

1. Service Availability

iGlowly aims to provide high service availability for the iGlowly Assistant.

Target uptime: 99.8% network uptime per calendar month.

Uptime is measured as the availability of the Assistant service, excluding scheduled maintenance and events outside of iGlowly’s reasonable control.

2. Scheduled Maintenance

Scheduled maintenance may be performed from time to time to maintain security and performance.

Where possible, scheduled maintenance will be performed during low-traffic hours.
Scheduled maintenance may temporarily affect service availability.

3. Support

Support is provided online via email or support ticket system.

Support response time:
iGlowly aims to respond to support requests within 24 hours on business days.

Support is provided for:

• Technical issues;
• Service interruptions;
• Dashboard issues;
• Configuration issues.

Support is provided in English.

4. Content Review (Pro Clinics)

For clinics using paid plans that include custom content (e.g., pricing, treatments, clinic information):

Content review time: up to 2 business days from submission.

iGlowly reserves the right to edit or refuse content that:

• Is misleading;
• Contains unverifiable claims;
• Violates advertising regulations;
• Violates the Acceptable Use Policy.

5. Payment and Service Suspension

The Assistant is provided on a subscription basis for paid plans.

If payment is not received:

• iGlowly may suspend the Assistant after a 7-day payment grace period;
• During suspension, the Assistant may be disabled;
• Service may be restored after payment is received.

6. Service Availability Exclusions

The uptime target does not apply to service interruptions caused by:

• Customer website issues;
• Internet service provider failures;
• Third-party service outages (e.g., hosting providers, CDN providers, AI providers);
• Force majeure events;
• Misuse of the service in violation of the Terms or Acceptable Use Policy;
• Customer configuration errors;
• External booking or third-party systems.

7. No Medical or Emergency Service

The iGlowly Assistant is not a medical system and not an emergency service.
The SLA does not apply to medical or emergency use, and the Assistant must not be used for urgent or emergency communication.

8. Changes to This SLA

iGlowly may update this SLA from time to time. The latest version will be published on the website.

9. Contact

For support requests:

trust@iglowly.com

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