Grove's Service Level Agreement (SLA)

GROVE REDEFINES OUR VERY EXISTENCE INC.
Service Level Agreement Last Modified: [August 26, 2024]

1. Introduction

This Service Level Agreement (SLA) is to formalize the expectations and responsibilities related to the services provided by Grove.

2. Services Covered

The services covered under this agreement include but are not limited to:

3. Service Levels

3.1 Service Hours

Grove maintains the following service hours specific to the customer's plan type:

  • Free: 12x5 Support (Weekdays), 7am - 7pm EST
  • Unlimited: 24x7 Support

3.2 Uptime

The Provider agrees to maintain a minimum service uptime for the services provided during the agreed service hours.

  • Free: 99.9% Uptime
  • Unlimited: 99.95% Uptime

Uptime is defined as the ability to reach the Grove Portal Service and the availability of our core load balancer.

Uptime is calculated monthly as the total number of minutes for all days in the calendar month calculated as:

Here is an example:

Month of January
31 Total Monthly days * 1440 Daily Minutes = 44,640 Total Monthly Minutes

- Unreachable Portal Minutes = 25
- Uptime Minutes = 44640 - 25 = 44615
- Uptime = 44615 / 44640 = 99.9439964%

3.3 Response and Resolution Time

Free Plan

Level Response Resolution
Critical 24 hours 72 hours
Non-Critical Next business day 7 days

Unlimited (Paid) Plan

Level Response Resolution
Critical 1 hour 24 hours
Non-Critical 24 hours 72 hours

3.4 Issue Classification

Critical Issues: Issues incurring 5 continuous Unreachable Portal Minutes

Non-Critical: Everything else

3.5 Schedule Maintenance

Scheduled maintenance will require written communication with 7 days notice. Scheduled maintenance will be measured in minutes and will be deducted from the Total Monthly Minutes for the purposes of tabulating the Uptime value (Section 3.2).

4. Escalation Procedures

In the event that service levels are not met, the following escalation procedures will be followed:

  • Level 1: Notification of Grove's Support Team
  • Level 2: Notification of Grove's Engineering Team
  • Level 3: Notification of Grove's CEO

5. Remittances

5.1 Uptime Remittances

For each Downtime Minute, Grove will take the average Requests per Second (RPS) calculated for that whole day on which the Downtime Minute occurred and allocate that number of relays per minute to the entire set of Active Users.

Here is an example:

A typical RPS as of January 23, 2024 is ~3500 RPS. If the Grove Portal were down for 5 minutes, Grove would disseminate 3500*60*5 total relays to all users, divided equally which can be claimed as a coupon code.

6. Review and Amendments

This SLA will be reviewed as needed. Any amendments to this agreement must include written notice to customers within 7 days.

7. Termination

Grove reserves the right to terminate this agreement with 7 days written notice.