Service Level Agreement
Uptime guarantees and support commitments for enterprise customers
Enterprise Service Level Agreement
Our Service Level Agreement (SLA) provides guaranteed uptime, response times, and support commitments for enterprise customers. The SLA covers:
Uptime guarantee with service credits
Priority support with guaranteed response times
Incident response and resolution procedures
Scheduled maintenance windows and notifications
Performance benchmarks and monitoring
Service credit calculations and claims process
Enterprise SLA Details
Our SLA is available to enterprise customers on the Scale plan and above. Contact our sales team to discuss SLA terms, uptime guarantees, and support commitments tailored to your organization.
The SLA includes:
- Uptime targets
- Support response times
- Real-time status monitoring via status.grainql.com
- Proactive incident notifications and post-mortems