SLA (Service Level Agreement)
GravityFlash — Service Levels
1. Objective
This SLA defines the service levels provided by GravityFlash to ensure transparency and trust in our platform.
2. Availability
GravityFlash is provided under a "best effort" model during the early access phase.
GravityFlash does not guarantee uninterrupted availability or total absence of errors. Certain features or functionalities may depend on third-party services.
GravityFlash may modify, update, or retire features of the Service with the objective of improving the platform.
Some features of the Service may be in beta, early access, or active evolution, so changes, limitations, or non-definitive behaviors may occur.
3. Support
Channels: Email: support@gravityflash.com
Response Times:
| Priority | Basic (Standard) | Pro (Priority) | Enterprise (Dedicated) |
|---|---|---|---|
| High | < 24h | < 12h | < 4h |
| Medium | < 48h | < 36h | < 12h |
| Low | < 72h | < 72h | < 48h |
Priority Definitions:
- High: critical service interruption.
- Medium: partial degradation.
- Low: general inquiries or minor incidents.
* The response times indicated are approximate targets and do not constitute a contractual guarantee during the early access phase.
* The times indicated refer to the estimated time of first response and not to the total time for incident resolution.
4. Maintenance
- Scheduled maintenance may occur.
- Users will be notified whenever possible.
- Impact will be minimized during low activity hours.
5. Customer Responsibilities
The customer is responsible for:
- Maintaining their own infrastructure (S3, Wasabi, etc.).
- Managing access and permissions for their own users.
- Keeping backups of their digital assets.
6. Exclusions
The SLA does not cover:
- Failures of external providers (AWS, Wasabi, etc.).
- Issues derived from incorrect customer configuration.
- Misuse or abuse of the service.
7. Compensations and Liability Limitation
- In no case shall GravityFlash be liable for loss of profits, business interruption, loss of reputation, or indirect damages.
- GravityFlash's maximum liability is limited to the amount paid by the customer in the last 3 months.
GravityFlash may update this SLA periodically to reflect operational changes, service improvements, or evolution of the platform.