Last updated: December 2024
This Service Level Agreement ("SLA") describes Greptile's support response times and service commitments for customers. Enterprise customers with a Master Services Agreement may have custom SLA terms that supersede this document.
Support Response Times
Greptile provides technical support for issues related to our platform and services. Response times are based on the priority level of the reported issue.
| Priority | Description | Response Time |
|---|---|---|
| High | Service is unavailable or severely degraded; critical business impact | 4 hours |
| Medium | Service is impaired but operational; moderate business impact | 12 hours |
| Low | General questions, feature requests, or minor issues; minimal business impact | 24 hours |
Support Hours
Standard support is available during the following hours:
- Days: Monday through Friday
- Hours: 9:00 AM to 6:00 PM Pacific Time (PT)
- Excluding: Greptile company holidays
Response times are measured during support hours only. For example, an issue reported at 5:00 PM PT on Friday with a 12-hour response time would receive a response by 11:00 AM PT on the following Monday (assuming no holidays).
Support Channels
- Email: support@greptile.com for general support inquiries
- Slack: Enterprise customers receive a dedicated Slack channel for priority support
- Security Issues: security@greptile.com for security-related concerns
Escalation Process
If an issue remains unresolved after the initial response time has elapsed, customers may request escalation to Greptile management. To escalate an issue:
- Reply to the existing support thread indicating you wish to escalate
- Provide any additional context or business impact information
- A member of Greptile's management team will review and respond within one business day
Service Availability
Greptile targets 99.9% uptime for our cloud-hosted services. Current and historical service status is available at our Status Page.
Scheduled maintenance windows will be communicated at least 48 hours in advance when possible. Emergency maintenance may occur without advance notice to address critical security or stability issues.
Enterprise Support
Enterprise customers may negotiate custom SLA terms including:
- Extended support hours (including 24/7 coverage)
- Faster response times
- Dedicated support representatives
- Custom uptime guarantees with service credits
- On-call support for critical issues
To discuss enterprise support options, please contact our sales team.
Exclusions
This SLA does not apply to:
- Beta or trial services
- Issues caused by customer modifications or integrations
- Issues resulting from customer's failure to follow documentation or best practices
- Force majeure events
- Self-hosted deployments (support for self-hosted is governed by your enterprise agreement)