Service Level Agreement (SLA)
Last Updated: July 2026
This Service Level Agreement ("SLA") is incorporated into and made a part of the Institution Subscription Agreement. It applies exclusively to paid B2B Enterprise, University, and Recruiter tiers. It does not apply to free Student accounts.
1. Uptime Commitment
GrowGrader is committed to providing a highly available platform for critical assessment periods. We guarantee a Monthly Uptime Percentage of at least 99.9%.
"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the core Platform (dashboard access, task submission APIs) was entirely unavailable ("Downtime").
2. Exclusions
Downtime does not include unavailability resulting from:
- Scheduled Maintenance: Maintenance windows announced at least 48 hours in advance (typically performed during weekend off-peak hours).
- Third-Party Outages: Failures caused by our upstream providers that are entirely outside of our control (e.g., global Vercel outages, Google Gemini API downtime, Supabase cluster failures).
- Force Majeure: Events beyond our reasonable control, including natural disasters, acts of war, or broad internet infrastructure failures.
- Client-Side Errors: Unavailability caused by the Institution's local network firewalls, strict proxy configurations, or unsupported legacy browsers.
3. Service Credits
If we fail to meet the 99.9% Uptime Commitment in a given billing month, the Institution is eligible to request a Service Credit.
| Monthly Uptime Percentage | Service Credit (Days added to Subscription) |
|---|---|
| < 99.9% to >= 99.0% | 3 Days |
| < 99.0% to >= 95.0% | 7 Days |
| < 95.0% | 14 Days |
4. SLA Claims Process
To receive a Service Credit, the Institution must submit a claim to admin@growgrader.in within 30 days of the end of the month in which the Downtime occurred. The claim must include dates, times, and a description of the outage. If we verify the claim, the Service Credit will be applied by extending the Institution's annual renewal date by the specified number of days. This is the sole and exclusive remedy for any failure to meet the Uptime Commitment.