Draft: pending legal counsel review. This page is a structured placeholder reflecting standard industry practice. It has not yet been reviewed or finalized by an attorney and should not be treated as binding until it is.
Service Level Agreement
Last updated: August 2026 (draft)
This SLA applies to paid hosted (SaaS) subscriptions on Professional and Enterprise plans. Self-hosted deployments are not covered by uptime commitments below, since infrastructure is operated by the customer.
Uptime Commitment
| Plan | Monthly uptime target | Service credit if missed |
|---|---|---|
| Professional | 99.5% | 10% of monthly fee per 0.5% below target |
| Enterprise | 99.9% | 10% of monthly fee per 0.1% below target |
Uptime is measured against the core application and API, excluding scheduled maintenance windows (announced at least 48 hours in advance) and outages caused by factors outside Groundwork's reasonable control.
Support Response Targets
| Severity | Definition | First response |
|---|---|---|
| Critical | Service unavailable / data-loss risk | 1 business hour |
| High | Major feature broken, no workaround | 4 business hours |
| Normal | Non-blocking issue, workaround exists | 1 business day |
| Low | Question, minor request | 2 business days |
Claiming a Service Credit
Submit a claim to support@groundworkai.io within 30 days of the incident. Service credits are the sole remedy for a failure to meet the uptime commitment.