Service Level Agreement

This Service Level Agreement ("SLA") describes the availability, support, and maintenance commitments Glow Up Hub, operated by K&L Collective Pty Ltd (ACN 699 071 746), makes to Customers who subscribe to the Platform. It forms part of our Terms and Conditions and applies to all paid Subscription plans.

This SLA does not apply during a free trial period. During the 14-day free trial, the Platform is provided on a best-efforts basis with no uptime or support response commitments.

1. Platform Availability

1.1 Uptime Commitment

Glow Up Hub commits to maintaining Platform availability of at least 99% in any calendar month, measured on a monthly basis. This means the Platform may be unavailable for no more than approximately 7.3 hours per calendar month under normal operating conditions.

1.2 Uptime Calculation

Uptime is calculated as follows:

Uptime % = ((Total minutes in month minus Downtime minutes) divided by Total minutes in month) multiplied by 100

Downtime is defined as any period during which the Platform is completely inaccessible to all users due to a failure on Glow Up Hub's part. Partial degradation of non-critical features does not constitute downtime for the purposes of this calculation.

1.3 Exclusions from Uptime Calculation

The following are excluded from the uptime calculation and do not count as downtime:

• scheduled maintenance windows notified in advance in accordance with clause 3;
• unavailability caused by factors outside Glow Up Hub's reasonable control including internet outages, third-party service failures, or force majeure events;
• unavailability caused by the Customer's own actions, equipment, or internet connection;
• unavailability during the free trial period; and
• brief interruptions of less than 5 consecutive minutes.

2. Support Services

2.1 Support Channels

Glow Up Hub provides support to Customers via email at hello@glowuphub.com.au. Support is available during Australian business hours, Monday to Friday 9:00am to 5:00pm AEST, excluding Australian public holidays.

2.2 Response Times

We will use reasonable endeavours to respond to support requests within the following timeframes:

Response times are measured from the time a support request is received during business hours. Requests received outside business hours will be treated as received at the start of the next business day.

2.3 Resolution Times

Glow Up Hub will use reasonable endeavours to resolve support issues promptly. We do not guarantee specific resolution times as the time required to resolve an issue depends on its nature and complexity. We will keep you informed of progress on open support requests.

2.4 Support Scope

Support covers issues relating to Platform availability, functionality, and account management. Support does not include:

• assistance with creating or writing Customer Content;
• advice on employment law, HR practice, or regulatory compliance;
• training on how to use your device or browser; or
• issues caused by third-party tools or integrations outside the Platform.

3. Scheduled Maintenance

3.1 Maintenance Windows

Glow Up Hub may carry out scheduled maintenance on the Platform from time to time. Our standard scheduled maintenance window is 11:00pm to 3:00am AEST during low-usage periods.

3.2 Advance Notice

Where possible, Customers will receive at least 48 hours advance notice of scheduled maintenance by email and via a notice on the Platform dashboard. Where emergency maintenance is required to protect the security or integrity of the Platform, we will provide as much notice as practicable in the circumstances.

3.3 Maintenance Duration

We will endeavour to complete scheduled maintenance within the notified maintenance window. Where maintenance takes longer than anticipated, we will notify you as soon as practicable.

4. Incident Management

4.1 Incident Notification

In the event of a critical or high priority incident affecting Platform availability, Glow Up Hub will:

• post a status update on our website or Platform dashboard as soon as practicable after becoming aware of the incident;
• notify affected Customers by email within 4 hours of confirming the incident; and
• provide regular updates at least every 4 hours until the incident is resolved.

4.2 Post-Incident Review

Following resolution of a critical incident, Glow Up Hub will conduct an internal review and, upon request, provide a summary of the incident, its cause, and the steps taken to prevent recurrence.

5. No Compensation

Glow Up Hub does not offer financial compensation, service credits, or refunds where actual Platform availability falls below the 99% uptime commitment. Our commitment to 99% uptime is a best-efforts service standard and does not constitute a contractual guarantee that gives rise to a right of compensation.

This clause does not limit or exclude any rights you may have under the Australian Consumer Law where a significant failure of the Platform occurs.

6. Customer Responsibilities

To enable Glow Up Hub to meet its service commitments, Customers agree to:

• provide accurate and complete information when submitting support requests;
• maintain a stable internet connection and use a supported web browser;
• notify Glow Up Hub promptly of any issues affecting Platform access; and
• cooperate reasonably with Glow Up Hub in investigating and resolving support issues.

7. Changes to This SLA

We may update this SLA from time to time as the Platform evolves. We will notify you of any material changes by email at least 30 days before the updated SLA takes effect. If changes reduce our service commitments, you may cancel your Subscription before the updated SLA takes effect and receive a pro-rata refund for any unused prepaid period.

8. Contact Us

To report a Platform issue or submit a support request, please contact us: