This SLA applies to Team and Enterprise customers with an active subscription. Because Grafty runs on infrastructure you operate, this is a support-response commitment - not a hosted-uptime guarantee for an instance we do not run. Response targets are measured from receipt of a properly-tagged support email at [email protected].
Severity definitions
- P1 - Critical: production instance down or unusable; no workaround.
- P2 - High: a major feature is unavailable; a workaround exists.
- P3 - Medium: a minor feature is impaired; limited user impact.
- P4 - Low: general questions, feature requests, documentation issues.
Response targets
| Severity | Team | Enterprise |
|---|---|---|
| P1 - Critical | 1 business day | 4 business hours |
| P2 - High | 2 business days | 1 business day |
| P3 - Medium | 3 business days | 2 business days |
| P4 - Low | 5 business days | 3 business days |
Exclusions
- Customer infrastructure issues (compute, network, storage, Kubernetes)
- LLM provider outages or rate limits
- Customer integrations and credentials
- Force majeure
Custom SLAs
24×7 coverage, a dedicated customer success engineer, and tighter response targets are available under Enterprise plans. Contact [email protected].