Service Level Agreement
Last updated: January 2025
⚠️ DRAFT — Not Legal Advice
This document is a placeholder template generated for development purposes. It must be reviewed and approved by a qualified attorney before publishing. Do not rely on this content for legal compliance.
Uptime Guarantee
Gravix Cloud guarantees 99.99% uptime for Starter and Professional plans, and 99.999% for Enterprise plans. Uptime is measured monthly, excluding scheduled maintenance.
Service Credits
- 99.0% - 99.99%: 10% of monthly bill credited
- 95.0% - 99.0%: 25% of monthly bill credited
- Below 95.0%: 50% of monthly bill credited
- Enterprise: Custom credits per agreement
Exclusions
The SLA does not cover: (1) scheduled maintenance windows (announced 72 hours in advance), (2) issues caused by customer configuration or code, (3) third-party service outages, (4) force majeure events.
Claim Process
To request a service credit, contact support@gravixcloud.com within 30 days of the incident. Include your account ID, affected service, and approximate time of the outage.
Support Response Times
- Enterprise: 15 minutes (24/7)
- Professional: 4 hours (24/7)
- Starter: 24 hours (business hours)
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