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20 Oct 2026, 01:17 UTC · 1 question · ID 131af70cb7c2
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Question 1

“What is your uptime guarantee?”

Answer
Not answered

The site never mentions uptime, availability or a service-level agreement on any page or plan. Security lists permissions, encryption, single sign-on and data region choice, but nothing on reliability.

Section on the siteStatusTicket
/securitySecurity and control, built into every hubMissing here
Add a reliability and uptime section to /security

Ticket

Paste this into your ticketing tool.

Add a reliability and uptime section to /security

Who needs it: CTOs and IT or security reviewers checking a vendor
Section: /security › Security and control, built into every hub

What is missing:
- No uptime commitment or SLA percentage is stated.
- No mention of how availability is measured or reported, such as a status page.
- No mention of what happens if the uptime commitment is missed, such as service credits.

Where: New section on /security, placed after "Security and control, built into every hub".
  Related sections: Security and control, built into every hub · Encryption · Data region choice · Audit history
  Main topics: Uptime commitment and which plans it applies to · How availability is measured and published · Remedies when the commitment is missed · Backups and recovery

What to do:
1. Confirm with engineering and the revenue team whether Hourglass offers an uptime commitment, its percentage, which plans carry it and any service credits.
2. Add the new section with the confirmed commitment, how status is published and where to request the full SLA terms.

Done when: /security states the uptime commitment, which plans it covers and how availability is reported.

From: conversation 131af70cb7c2, question 1: "What is your uptime guarantee?"
Who needs it: CTOs and IT or security reviewers checking a vendor
What is missing
  • No uptime commitment or SLA percentage is stated.
  • No mention of how availability is measured or reported, such as a status page.
  • No mention of what happens if the uptime commitment is missed, such as service credits.
Where
New section on /security, placed after "Security and control, built into every hub".
Related sections
Security and control, built into every hub · Encryption · Data region choice · Audit history
Main topics
Uptime commitment and which plans it applies to · How availability is measured and published · Remedies when the commitment is missed · Backups and recovery
What to do
  1. Confirm with engineering and the revenue team whether Hourglass offers an uptime commitment, its percentage, which plans carry it and any service credits.
  2. Add the new section with the confirmed commitment, how status is published and where to request the full SLA terms.
Done when: /security states the uptime commitment, which plans it covers and how availability is reported.
/pricingEnterprise (card)Missing here
Add the uptime commitment to the Enterprise plan card on /pricing

Ticket

Paste this into your ticketing tool.

Add the uptime commitment to the Enterprise plan card on /pricing

Section: /pricing › Enterprise (card)

What is missing:
- The plan cards do not say whether any plan includes an uptime SLA.

Where: Update this section: add a line to the "Enterprise" card beneath "Advanced permissions, audit history and a planned rollout".

What to do:
1. Confirm with the revenue team which plans include an uptime commitment.
2. Add a line to each plan card that carries it, linking to the reliability section on /security.

Done when: /pricing shows on the plan cards which plans include an uptime commitment.
Depends on: Add a reliability and uptime section to /security

From: conversation 131af70cb7c2, question 1: "What is your uptime guarantee?"
What is missing
  • The plan cards do not say whether any plan includes an uptime SLA.
Where
Update this section: add a line to the "Enterprise" card beneath "Advanced permissions, audit history and a planned rollout".
What to do
  1. Confirm with the revenue team which plans include an uptime commitment.
  2. Add a line to each plan card that carries it, linking to the reliability section on /security.
Done when: /pricing shows on the plan cards which plans include an uptime commitment.
Depends on: “Add a reliability and uptime section to /security”
Answer full page
I don't have information on an uptime guarantee. I'd be glad to put you in touch with the team, who can share the details.
Sections in the answer pageStatus
/securitySecurity and control, built into every hubMissing here
/pricingEnterprise (card)Missing here

Questions and answers are shown as recorded. Status, what is missing and what to do are our analysis of the live site, read 22 Oct 2026.