SLA Protected
Service Level Agreement
Our commitment to reliability, security, and performance.
This Service Level Agreement ("SLA") outlines the performance standards and guarantees provided by Grandoo Technology to all active subscribers. This SLA is legally binding and forms part of your service agreement.
Uptime Commitment
We guarantee a minimum uptime of 99.9% for all websites under our management. This translates to no more than 43.8 minutes of unplanned downtime per month.
- Monitoring: Continuous 24/7 uptime monitoring with checks every 60 seconds
- Alerting: Instant alerts to our engineering team upon detection of downtime or degraded performance
- Credits: If uptime falls below 99.9% in a given month, affected clients are eligible for service credits proportional to the downtime experienced
- Exclusions: Scheduled maintenance windows, force majeure events, and issues caused by third-party providers or client actions are excluded from uptime calculations
Emergency Response Protocol
When a critical issue is detected or reported, our emergency response protocol activates immediately:
- Detection: Automated monitoring systems detect anomalies in real-time, including downtime, security breaches, and performance degradation
- Escalation: Critical issues are immediately escalated to the on-call engineering team with full context and diagnostics
- Response: A qualified engineer begins investigation within the guaranteed response time for your plan tier
- Communication: You will receive status updates every 30 minutes during active incidents until resolution
- Post-Mortem: A detailed incident report is provided within 48 hours of resolution, including root cause analysis and preventive measures
Maintenance & Update Windows
To ensure your website remains secure and up-to-date, we perform regular maintenance during designated windows:
- Scheduled Maintenance: Performed during low-traffic hours (typically 2:00 AM - 5:00 AM in your primary timezone), with at least 48 hours advance notice
- Security Updates: Critical security patches are applied immediately upon availability, with notification provided within 1 hour of application
- Core & Plugin Updates: Tested in a staging environment before deployment to production. Professional and Complete plan clients receive staging previews before updates go live
- Rollback Capability: All updates include automatic rollback capability. If an update causes issues, your site is restored to its previous state within minutes
Support Response Times
We guarantee the following maximum response times based on your plan tier and issue severity:
| Priority | Essential | Professional | Complete |
|---|---|---|---|
| Critical | 4 hours | 2 hours | 1 hour |
| High | 8 hours | 4 hours | 2 hours |
| Normal | 24 hours | 12 hours | 6 hours |
| Low | 48 hours | 24 hours | 12 hours |
Response time is measured from the moment an issue is reported or detected to the moment a qualified engineer begins active investigation. Resolution time varies based on issue complexity and is not covered by response time guarantees.
Data Ownership & Portability
Your data is yours. We are committed to ensuring you always have full access to and control over your website data:
- Full Ownership: All website content, databases, media files, and configurations remain your property at all times
- Regular Backups: Daily automated backups (real-time for Professional and Complete plans) stored securely with encryption
- Data Export: Full data exports available on request within 24 hours. Provided in standard, portable formats
- Transition Assistance: Upon service termination, we provide 30 days of transition support including full data export, documentation, and knowledge transfer to your new provider
- No Lock-In: We never use proprietary formats or systems that would prevent you from migrating your website to another provider
Legally Backed Performance Guarantees
Our SLA is more than a promise — it's a legally binding commitment to deliver the uptime, security, and support your business depends on. Every plan includes SLA protection.