Service Level Agreement

Last updated: June 2, 2026

Our Commitment to Uptime

This Service Level Agreement ("SLA") describes Gridmock's uptime commitments and support response times for paid plans. This SLA applies to Professional, Scale, and Enterprise customers.

Important: Entry and Starter plans are provided without SLA guarantees on a best-effort basis.

1. Uptime Guarantees

1.1 Service Availability Targets

PlanMonthly UptimeMax Downtime/Month
Entry / StarterNo SLA (best effort)—
Professional99.5%~3.6 hours
Scale99.5%~3.6 hours
Enterprise99.9%~43 minutes

1.2 What Counts as Downtime

"Downtime" means the Gridmock API and dashboard are unavailable for more than 5 consecutive minutes, measured by our monitoring systems.

Downtime includes:

  • •API returning HTTP 500-599 errors for all requests
  • •Dashboard login unavailable
  • •Virtual charger WebSocket connections unable to establish
  • •Database failures preventing read/write operations

1.3 Planned Maintenance

Planned maintenance windows do NOT count toward downtime. We will:

  • ▸Provide 48 hours' notice for planned maintenance
  • ▸Schedule maintenance during off-peak hours (typically 02:00-06:00 UTC)
  • ▸Limit planned downtime to 2 hours/month maximum
  • ▸Post status updates at status.gridmock.com

2. SLA Exclusions

The uptime guarantee does NOT apply to outages caused by:

  • •Force Majeure: Natural disasters, wars, terrorism, pandemics
  • •Third-Party Failures: AWS/GCP outages, internet backbone failures, DNS issues
  • •Customer Actions: Misconfigured API requests, exceeding rate limits, AUP violations
  • •DDoS Attacks: Distributed denial of service attacks on Gridmock infrastructure
  • •Beta Features: Features explicitly marked as "beta" or "experimental"
  • •Client-Side Issues: Problems with your network, browser, or local environment

3. Support Response Times

3.1 Support Channels

  • ▸Email: support@gridmock.com (all plans)
  • ▸Live Chat: Dashboard support widget (Professional+)
  • ▸Slack: Shared channel (Enterprise only)

3.2 Severity Levels

Critical (P1)

Complete service outage affecting all users or critical security vulnerability

Example: API completely down, data breach

High (P2)

Major functionality broken but workarounds exist

Example: Virtual chargers not connecting, webhook failures

Medium (P3)

Minor functionality issue with minimal business impact

Example: Dashboard UI bug, slow API response times

Low (P4)

Questions, feature requests, documentation clarifications

Example: "How do I configure fault injection?"

3.3 Response Time Commitments

SeverityProfessionalScaleEnterprise
● Critical (P1)2 hours1 hour15 minutes
● High (P2)24 hours8 hours4 hours
● Medium (P3)48 hours24 hours12 hours
● Low (P4)5 business days3 business days1 business day

Response time is measured from ticket submission to first human (non-automated) response. Resolution time varies by complexity.

4. Support Hours

PlanSupport Hours
Entry / StarterCommunity forums only (best effort)
ProfessionalMon-Fri, 9am-6pm CET (email)
ScaleMon-Fri, 8am-8pm CET (email + chat)
Enterprise24/7/365 (email + chat + Slack)

Critical (P1) incidents receive 24/7 response for all paid plans, regardless of support hours.

5. Service Credits

5.1 Credit Calculation

If we fail to meet the uptime guarantee, you are eligible for service credits based on the severity of the downtime:

Monthly UptimeService Credit
99.0% - <99.5% (Professional/Scale)10% of monthly fee
98.0% - <99.0%25% of monthly fee
<98.0%50% of monthly fee
99.5% - <99.9% (Enterprise only)15% of monthly fee

5.2 Requesting Credits

To request a service credit:

  • 1.Submit a ticket to support@gridmock.com within 30 days of the incident
  • 2.Include the date/time of downtime and affected services
  • 3.We will verify the incident against our monitoring logs
  • 4.Credits are issued within 30 days and applied to your next invoice

5.3 Credit Limitations

  • •Service credits are your sole remedy for SLA breaches
  • •Credits cannot exceed 50% of your monthly fee in any given month
  • •Credits are not redeemable for cash
  • •Credits expire after 12 months if unused

6. Incident Communication

During incidents, we will:

  • •Post Status Updates: At https://status.gridmock.com within 15 minutes of detection
  • •Send Email Alerts: To affected customers (Enterprise customers receive SMS)
  • •Provide Updates: Every 30 minutes until resolved
  • •Post-Mortem: Publish a detailed incident report within 5 business days (P1 incidents)

Subscribe to status updates: https://status.gridmock.com

7. Performance Metrics

In addition to uptime, we monitor and target the following performance metrics:

MetricTarget (p95)
API Response Time<200ms
Dashboard Load Time<2 seconds
WebSocket Latency<50ms
OCPP Message Delivery<100ms

These are target metrics, not guaranteed SLA commitments. Performance may vary based on geographic location and network conditions.

8. Changes to This SLA

We may update this SLA from time to time. Material changes (e.g., reducing uptime guarantees) will be communicated via email at least 90 days in advance. Improvements to SLA terms take effect immediately.

9. Contact Information

Questions about this SLA or need to report an incident?