SLA & Deliverables Access
- Service Level Agreement (SLA) Overview
- Deliverable & Report Timeline
- Accessing Reports & Historical Data
- Custom SLA & Scope Adjustments
- SLA & Deliverables – FAQ
Service Level Agreement (SLA) Overview
Coverage
All GrintOps services (except OSaaS Starter) are covered under SLA. Scope includes:
- Response time to support requests
- Uptime guarantees for active services
- Delivery timeline for reports
SLA Tiers
| Plan | Response Time | Report Delivery | Uptime Commitment |
|---|---|---|---|
| Starter | ≤ 48h | 5–7 days | N/A |
| Pro | ≤ 24h | 3–5 days | 99.5% |
| Enterprise | ≤ 12h | 1–3 days | 99.9% |
Enterprise plans may request custom SLA terms.
Deliverable & Report Timeline
Standard Deliverables
Each GrintOps service includes standardized outputs depending on the tier and scope.
🔐 Security Engineering
-
VAaaS (Vulnerability Assessment)
PDF/HTML report with CVSS scoring, affected components, and remediation steps. -
PTaaS (Penetration Testing)
Technical & executive report, risk prioritization, attack path simulation (PDF/HTML), retesting summary (Pro+ only). -
PSaaS (Phishing Simulation)
Campaign summary, open/click report, awareness scoring, learning material download (PDF/CSV/JSON).
⚙️ Platform Engineering
-
DOaaS (DevOps as a Service)
CI/CD architecture diagram, config audit summary, deployment logs (Pro+), IaC validation result. -
DSOaaS (DevSecOps)
Code scan results (SAST/DAST), container image scan, supply chain risk summary, GitOps security posture report. -
COaaS (CloudOps)
Infrastructure provisioning logs, resource inventory (PDF/Excel), monitoring config snapshot, policy enforcement summary.
🧩 Products
- OSaaS (Open Source as a Service)
- For Business Stack: Admin guide, initial config, permission matrix (PDF).
- For Infra Stack: Deployment log, user access notes, hardening checklist (Enterprise only).
Timeline by Service
| Service | Delivery SLA |
|---|---|
| VAaaS | 2–4 working days |
| PTaaS | 3–5 working days |
| PSaaS | 1–3 working days |
| DOaaS | 3–7 working days |
| DSOaaS | 5–7 working days |
| COaaS | 3–5 working days |
| OSaaS | 1–2 working days post-setup |
Note: SLA applies after onboarding, provisioning, and access have been completed by the client.
Accessing Reports & Historical Data
Where to Find Reports
- Log in to portal.grintops.com
- Navigate to Reports section
- Filter by service, date, or status
Report Retention Policy
| Plan | Access Period (after expiry) |
|---|---|
| Starter | 14 days |
| Pro | 30 days |
| Enterprise | 90 days (archived) |
Export Formats
- PDF (standard)
- HTML (interactive)
- JSON (optional, Pro+ only)
Enterprise plans can request full raw logs or custom dashboards.
Custom SLA & Scope Adjustments
When to Request Custom SLA
- Business-critical systems
- Government & compliance-regulated entities
- Need for faster turnaround or integration SLAs
Scope Adjustments May Include
- Extended monitoring window
- Overnight delivery for urgent assessments
- Integration into internal systems (via API or GitOps)
Request Process
- Contact
sales@grintops.comor open a request via portal - Proposal reviewed within 2–3 working days
- Sign SLA Addendum before activation
SLA & Deliverables – FAQ
Q: Can I request a specific report format (e.g. DOCX)?
A: Yes, upon request in Pro/Enterprise plans.
Q: What happens if SLA is breached?
A: You may request SLA credit or refund based on agreement.
Q: Is real-time reporting supported?
A: Only on Enterprise plans with API or integrated dashboard setup.
Q: Can I extend the report retention window?
A: Yes, request via portal under Settings → Retention Policy.