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.