Service Level Agreement (SLA) Addendum#

Linked from: Terms of Service §6

This SLA applies to paid plans (Pro and Enterprise). It is in addition to the Terms of Service.

Definitions#

• "Panel uptime" — the percentage of time the hosted control plane (panel.gritiva.com, api.gritiva.com, docs.gritiva.com) responds to a documented health-check endpoint with HTTP 2xx within 5 seconds, measured at 60-second intervals from at least 3 geographically distributed locations.
• "Scheduled maintenance" — pre-announced maintenance windows of up to 4 hours/month, communicated via status.gritiva.com and email at least 72 hours in advance.
• "Service credit" — a percentage of the affected month's panel fees, applied as a credit on your next invoice.

Uptime targets#

Service credits#

If actual uptime falls below the target, the affected month's panel fees are credited as follows.

Pro plan#

Enterprise plan#

Per the master agreement; default 2× the Pro schedule.

What is and is not covered#

Covered (counts toward downtime):

• Panel UI unreachable
• API returning 5xx for >5 minutes
• Docs reader (docs.gritiva.com) unreachable
• Auth not issuing valid tokens

NOT covered (does not count toward downtime):

• Issues caused by your own code, scopes, or configurations
• The agent or gmesh data-plane on your hardware (you operate that)
• Cloudflare global outages or AWS/Hetzner region outages affecting our upstream — we'll publish an RCA, not a credit
• Force majeure (natural disasters, war, government actions)
• Customer breach of Acceptable Use (§4 of the Terms)

How to claim a credit#

1. Email [email protected] within 30 days of the affected month with subject [SLA-CLAIM] <YourOrg> <YYYY-MM>.
2. Include the time windows you observed downtime + any third-party uptime monitor data (Pingdom, UptimeRobot, etc.).
3. We will respond within 5 business days. If approved, the credit appears on your next invoice.

Credits are the sole and exclusive remedy for any failure to meet the SLA.

Maintenance windows#

• Routine maintenance: announced via status page + email ≥72h in advance, off-peak (Sundays 02:00–06:00 UTC).
• Emergency maintenance: as needed for security/safety, announced via status page + email as soon as practical.
• Emergency maintenance affecting >15 minutes counts toward downtime; ≤15 minutes does not.

Reporting#

Real-time status: status.gritiva.com Historical uptime: published monthly on the status page.