# SLA & Deliverables Access

# 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

<table id="bkmrk-plan-response-time-r"><thead><tr><th>Plan</th><th>Response Time</th><th>Report Delivery</th><th>Uptime Commitment</th></tr></thead><tbody><tr><td>Starter</td><td>≤ 48h</td><td>5–7 days</td><td>N/A</td></tr><tr><td>Pro</td><td>≤ 24h</td><td>3–5 days</td><td>99.5%</td></tr><tr><td>Enterprise</td><td>≤ 12h</td><td>1–3 days</td><td>99.9%</td></tr></tbody></table>

> 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 &amp; 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).

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### ⚙️ 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).

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## Timeline by Service

<table id="bkmrk-service-delivery-sla"><thead><tr><th>Service</th><th>Delivery SLA</th></tr></thead><tbody><tr><td>VAaaS</td><td>2–4 working days</td></tr><tr><td>PTaaS</td><td>3–5 working days</td></tr><tr><td>PSaaS</td><td>1–3 working days</td></tr><tr><td>DOaaS</td><td>3–7 working days</td></tr><tr><td>DSOaaS</td><td>5–7 working days</td></tr><tr><td>COaaS</td><td>3–5 working days</td></tr><tr><td>OSaaS</td><td>1–2 working days post-setup</td></tr></tbody></table>

> 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](https://portal.grintops.com)
- Navigate to **Reports** section
- Filter by service, date, or status

## Report Retention Policy

<table id="bkmrk-plan-access-period-%28"><thead><tr><th>Plan</th><th>Access Period (after expiry)</th></tr></thead><tbody><tr><td>Starter</td><td>14 days</td></tr><tr><td>Pro</td><td>30 days</td></tr><tr><td>Enterprise</td><td>90 days (archived)</td></tr></tbody></table>

## 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 &amp; 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

1. Contact `sales@grintops.com` or open a request via portal
2. Proposal reviewed within 2–3 working days
3. 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.