Service Level Agreement

Uptime and support you can hold us to.

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.

Contact sales View status page

The SLA includes:

Uptime targets
Support response times
Real-time status monitoring via status.grainql.com
Proactive incident notifications and post-mortems