Griffin31 SLA
Griffin31 Service Level Agreement (SLA)
Section titled “Griffin31 Service Level Agreement (SLA)”Availability Commitment: 98% Uptime
Section titled “Availability Commitment: 98% Uptime”Introduction
Section titled “Introduction”This Service Level Agreement (“SLA”) outlines the service availability standards, responsibilities, and remedies associated with the SaaS product (“Service”) provided by the Provider to the Customer. This SLA forms part of the Master Subscription Agreement or other governing contract between the parties.
Service Availability
Section titled “Service Availability”Uptime Commitment
Section titled “Uptime Commitment”The Provider will use commercially reasonable efforts to ensure the Service is available 98% of the time, measured on a monthly basis (“Availability Target”).
Definition of Availability
Section titled “Definition of Availability”“Available” means the Service is accessible and operational for use by the Customer, excluding periods of scheduled maintenance, emergency maintenance, force majeure events, or downtime caused by Customer-side issues.
Exclusions From Uptime Calculation
Section titled “Exclusions From Uptime Calculation”The following events are excluded from uptime calculations:
| Exclusion Type | Description | Notification |
|---|---|---|
| Scheduled Maintenance | Planned maintenance activities | Provider will notify Customer at least 48 hours in advance |
| Emergency Maintenance | Unplanned but necessary actions for security or performance | Provider will notify Customer as soon as practical |
| Force Majeure Events | Events outside Provider’s reasonable control (natural disasters, war, major internet outages) | Notification as soon as feasible |
| Customer-Side Failures | Issues related to Customer’s networks, devices, internet connectivity, or third-party integrations | Customer responsibility |
| Beta Features | Downtime related to experimental or preview features explicitly marked as such | No advance notification required |
Measurement & Reporting
Section titled “Measurement & Reporting”Measurement Method
Section titled “Measurement Method”Availability is measured using Provider’s monitoring tools, calculated as:
Availability % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
Reporting
Section titled “Reporting”Monthly uptime reports can be shared with Customer upon request.
Service Credits
Section titled “Service Credits”Eligibility
Section titled “Eligibility”If the monthly availability falls below 98%, Customer is entitled to a service credit applied toward the next billing cycle.
Credit Tiers
Section titled “Credit Tiers”| Monthly Uptime | Service Credit |
|---|---|
| 97% – 97.99% | 5% of monthly fee |
| 95% – 96.99% | 10% of monthly fee |
| Below 95% | 20% of monthly fee |
Limitations
Section titled “Limitations”- Credits do not convert to cash refunds
- Total credits for a month cannot exceed 20% of that month’s fee
- Credits apply only if Customer submits a claim within 30 days of the incident
Customer Responsibilities
Section titled “Customer Responsibilities”Customer agrees to:
- Maintain compatible hardware, software, and network environments
- Follow security best practices including credential management
- Notify Provider promptly of service issues with reasonable detail
Provider Responsibilities
Section titled “Provider Responsibilities”The Provider will:
- Maintain infrastructure and security required to meet SLA commitments
- Provide timely communication regarding incidents and maintenance
- Ensure monitoring and logging systems are operational and accurate
Support Services
Section titled “Support Services”Support Hours
Section titled “Support Hours”Support is available during standard business hours (unless otherwise agreed).
Issue Response Times
Section titled “Issue Response Times”| Severity | Description | Initial Response Time |
|---|---|---|
| Critical | Service unavailable or severely impacted | 1 hour |
| High | Major functionality impaired | 4 hours |
| Medium | Partial degradation | 1 business day |
| Low | Minor issues / general questions | 2 business days |
Change Management
Section titled “Change Management”Provider may update the Service or this SLA to improve performance or security. Material changes will be communicated in advance.
Term & Termination
Section titled “Term & Termination”This SLA remains in effect as long as Customer maintains an active subscription. SLA obligations terminate upon the subscription’s end.
Entire Agreement
Section titled “Entire Agreement”This SLA is governed by and incorporated into the primary agreement between Provider and Customer. In case of conflict, the primary agreement prevails.
Conclusion
Section titled “Conclusion”Key Takeaway: Griffin31 is committed to maintaining 98% service availability with clear service credit provisions and comprehensive support to ensure reliable security monitoring for our customers.
Questions about service availability? Contact our support team for detailed uptime reports and SLA-related inquiries.