Griffin31 Service Level Agreement (SLA)

Availability Commitment: 98% Uptime

1. 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.

2. Service Availability

2.1 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”).

2.2 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.

3. Exclusions From Uptime Calculation

The following events are excluded from uptime calculations:

1. Scheduled Maintenance

   • Provider will notify Customer at least 48 hours in advance.

   • Typically performed during low-traffic hours.

2. Emergency Maintenance

   • Unplanned but necessary actions required to maintain security or performance.

   • Provider will notify Customer as soon as practical.

3. Force Majeure Events

   • Events outside the Provider’s reasonable control (e.g., natural disasters, war, major internet outages).

4. Customer-Side Failures

   • Issues related to Customer’s networks, devices, internet connectivity, or third-party integrations outside Provider's control.

5. Beta Features

   • Downtime related to experimental or preview features explicitly marked as such.

4. Measurement & Reporting

4.1 Measurement Method

Availability is measured using Provider’s monitoring tools, calculated as:

4.2 Reporting

Monthly uptime reports can be shared with Customer upon request.

5. Service Credits

5.1 Eligibility

If the monthly availability falls below 98%, Customer is entitled to a service credit applied toward the next billing cycle.

5.2 Credit Tiers

5.3 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.

6. 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.

7. 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.

8. Support Services

8.1 Support Hours

Support is available during standard business hours (unless otherwise agreed).

8.2 Issue Response Times

9. Change Management

Provider may update the Service or this SLA to improve performance or security. Material changes will be communicated in advance.

10. Term & Termination

This SLA remains in effect as long as Customer maintains an active subscription. SLA obligations terminate upon the subscription's end.

11. 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.