# 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.