Service Level Agreement (SLA)

1. Service Availability

Grovs ("we", "us", or "our") guarantees a 99.99% Uptime Commitment for customers with an Enterprise plan. If we fail to meet this uptime guarantee and your account is impacted, we will add a Service Credit to your account for future use.

2. What Uptime Means

Uptime is the percentage of time Grovs services are working during a fiscal quarter. Our goal is to have at least 99.99% Uptime, calculated as: ((Total minutes in the quarter - Unscheduled Downtime) ÷ Total minutes in the quarter) ≥ 99.99%.

3. What Counts as Unscheduled Downtime

Unscheduled Downtime happens when our services stop working unexpectedly and can’t perform their usual operations. Unscheduled Downtime does not include:

• Issues caused by third-party vendors or the internet itself.
• Problems beyond our control (e.g., natural disasters).
• Failures caused by your software, hardware, or third-party tools.
• Slowness or bugs in specific features (like dashboards or logs).
• Scheduled maintenance.

The length of Unscheduled Downtime is calculated in minutes, starting when the services stop working and ending when they are operational again. We track these outages using system logs.

4. Scheduled Downtime

Scheduled Downtime happens when we plan maintenance, backups, or upgrades. We will notify you at least 48 hours in advance if our services will be unavailable.

Key details

• Scheduled Downtime will not exceed 8 hours per month.
• Maintenance is scheduled during off-peak hours (Central Time).
• We will notify you via email regarding any scheduled maintainance.
• We calculate the length of Scheduled Downtime in minutes, just like Unscheduled Downtime.

5. Service Credits for Downtime

If we don’t meet our Uptime Commitment, we will issue a Service Credit to your account:

• Credit is 10 times the amount you paid for the time services were down.
• Credits are capped at 50% of your monthly payment for that billing cycle.

How Service Credits Work:

• Credits apply to future use of our services.
• Credits will be added within 60 days after approval.
• Credits are valid only if your account has no unpaid invoices.
• Credits expire if your contract ends.

How to Request a Credit:

• Notify us in writing within 30 days of the downtime.
• Provide logs showing when the downtime occurred.
• If you miss this deadline, you lose the right to claim credits.

In case of disputes, we’ll determine the issue based on system logs and other available data.

6. SLA Updates

We may update this SLA over time as our business evolves. You can always find the latest version on this page.