Service Level Agreement

This Service Level Agreement (“SLA”) applies only to support tiers that include an expressly defined service level commitment, as set forth in the applicable Order Form (e.g., Silver Support and Gold Support). Support tiers without a defined SLA, including free or community-based support offerings, are not subject to this SLA.

This SLA applies only to support requests submitted by authorized users for issues directly related to Gruntwork Services.

Ticket-based Support. Authorized users may submit support requests by emailing support@gruntwork.io or by using online helpdesk software specified by Gruntwork.

Chat-based Support. Authorized users may optionally submit support requests via a shared channel on a chat system such as Slack, which shall be private to you and Gruntwork and not accessible by other Gruntwork customers.

Service Level Agreement. Gruntwork shall make a good-faith effort to respond to your support request as soon as possible, but for the first 3 requests per day or first 15 requests per month, whichever occurs first, Gruntwork shall respond no later than:

• If you purchased a 2-day SLA: Two business days after the support request was received by Gruntwork
• If you purchased a next-day SLA: The next business day after the support request was received by Gruntwork
• If you purchased a same-day SLA: Four business hours after the support request was received by Gruntwork, unless the request was received after 2:00pm Pacific Time, in which case Gruntwork will respond no later than 10:00am Pacific Time the following day.

All responses are subject to our availability and the provisions below.

A “response” means an initial acknowledgment of a support request and may include a request for additional information or initial troubleshooting guidance. A response does not guarantee resolution of the issue.

Prioritized Bug Fixes. When a support request identifies a bug in any Gruntwork Service, provided that the bug can be systematically reproduced by Gruntwork, Gruntwork will use commercially reasonable efforts to begin investigation and remediation within two (2) business days. Resolution timelines are not guaranteed and will depend on severity and complexity.

Availability. Gruntwork business hours are from 9:00am - 5:00pm Pacific Time, Monday through Friday. From time to time, for example on national holidays, no Gruntwork personnel may be available to handle support requests. Gruntwork does not guarantee uninterrupted support availability.

No Emergency Support. GRUNTWORK DOES NOT WARRANT THAT ITS PERSONNEL WILL BE AVAILABLE ON SHORT NOTICE IN THE EVENT OF AN EMERGENCY. HANDLING AN INFRASTRUCTURE EMERGENCY SHALL REMAIN YOUR SOLE RESPONSIBILITY.

Exclusions. This SLA does not apply to:

• General DevOps consulting or advisory services
• Third-party tools, infrastructure, or integrations
• Custom implementations or configurations outside standard supported use cases
• Issues that cannot be reproduced by Gruntwork

This SLA does not apply to delays or failures caused by factors outside of Gruntwork’s reasonable control, including but not limited to:

• Customer systems, configurations, or environments
• Third-party services or infrastructure (including cloud providers)
• Network or internet disruptions
• Force majeure events

No Remedies. This SLA defines target response times only. Failure to meet a response time does not entitle Customer to any service credits, refunds, or other remedies, unless expressly agreed in a separate written agreement.