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 
 
 
 
 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.com or 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.