Effective date: July 18, 2026 · Last updated: July 18, 2026
Applies to: Gradelog · 420 Industrial Blvd, Nash TX 75569
This Service Level Agreement (“SLA”) describes Gradelog's commitment to service availability, support response times, and the remedies available to customers when those commitments are not met.
This SLA is incorporated into and subject to the Gradelog Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service. This SLA applies only to paid subscriptions; the free tier is provided as-is without uptime guarantees.
Gradelog is a field operations SaaS platform. This SLA does not apply to third-party services, hardware, network connectivity, or customer-controlled infrastructure.
99.9%
Monthly Uptime Target
Gradelog targets 99.9% monthly uptime for the core platform (web application, API, database read/write operations, and file uploads) for paid subscribers. This corresponds to a maximum of approximately 43.8 minutes of unplanned downtime per calendar month.
“Downtime” means the platform is completely unavailable or returning errors on more than 5% of requests for a continuous period of five minutes or more. Partial degradation (e.g., slower-than-normal response times, individual feature unavailability) does not constitute Downtime for SLA purposes.
Gradelog performs scheduled maintenance to apply security patches, database migrations, and infrastructure upgrades. Scheduled maintenance windows are excluded from Downtime calculations.
Routine Maintenance
Performed during low-traffic hours (typically 02:00–05:00 UTC on weekdays). Short operations (<5 min) may occur without notice; longer windows will receive at least 48 hours advance notice.
Emergency Maintenance
Required to address critical security vulnerabilities or imminent data integrity risks. Notice will be provided as soon as practicable. Emergency maintenance does not count against the uptime SLA.
Maintenance notices are posted to our status page and emailed to account owners. Monitor gradelog.com/support for real-time status updates.
Support response targets vary by plan and issue severity. Response times are measured during business hours (Mon–Fri, 08:00–18:00 CT) unless noted. “Response” means an acknowledgment from a Gradelog team member — resolution time varies by issue complexity.
| Plan | Critical (Platform Down) | High (Major Feature) | Normal (Questions) | Channels |
|---|---|---|---|---|
| Free | Best effort | Best effort | Best effort | Email only |
Field Pro $29/mo | 4 business hours | 1 business day | 3 business days | |
Field Supervisor $79/mo | 2 business hours | 4 business hours | 1 business day | Email + Chat |
Company $249/mo | 1 business hour | 2 business hours | 4 business hours | Email + Chat + Phone |
Enterprise $499/mo | 30 minutes | 1 business hour | 2 business hours | Dedicated contact + Phone |
Response targets are goals, not guarantees. Gradelog will make reasonable efforts to meet these targets. Business hours: Mon–Fri 08:00–18:00 CT, excluding U.S. federal holidays.
If Gradelog fails to meet the uptime commitment in Section 2 in any calendar month, eligible paid subscribers may request a service credit applied to their next billing cycle.
| Monthly Uptime | Downtime (approximate) | Credit (% of monthly fee) |
|---|---|---|
| 99.9% – 100% | < 43.8 min / month | No credit (SLA met) |
| 99.0% – 99.89% | 43.8 min – 7.3 hrs | 10% |
| 95.0% – 98.99% | 7.3 hrs – 36.5 hrs | 25% |
| < 95.0% | > 36.5 hrs | 25% (maximum) |
Monthly uptime is calculated as follows:
Downtime is measured by Gradelog's internal monitoring systems. In the event of a dispute, Gradelog's records are authoritative. We make reasonable efforts to ensure monitoring accuracy but cannot guarantee that all downtime events are captured.
Gradelog is hosted on Vercel's global edge network, with primary database and file storage on Supabase (AWS us-east-2). Our platform uptime depends on the availability of these infrastructure providers.
For a complete list of third-party sub-processors used to deliver the Gradelog service, see our Sub-Processors page.
Gradelog may modify this SLA from time to time. We will provide at least 30 days' advance notice of material changes via email to the account owner. Continued use of the paid service after the effective date of a change constitutes acceptance of the revised SLA. If you object to a material change, you may terminate your subscription for a pro-rated refund of any prepaid fees covering the period after the effective date.
SLA & Support Inquiries
This SLA does not constitute a warranty of any kind. Gradelog makes no representations that the service will be error-free or uninterrupted. Remedies in this SLA are your exclusive remedies for service availability failures.