Service Level Agreement

This Service Level Agreement ("SLA") forms part of the Grovity Terms and Conditions and applies to paid production plans of the Grovity Services. A signed agreement may set different service levels; in that case, the signed agreement prevails.

Grovity commits to a monthly availability of 99.5% for the Grovity platform.

Measurement. Availability is measured per calendar month at the entry point of the Services (the Grovity API) and reflects the platform's ability to receive and process conversations.

Formula. Availability (%) = (Total minutes in the month − Minutes of Unavailability) / Total minutes in the month × 100.

Unavailability means a period in which the Services cannot receive or process conversations for a cause attributable to the Grovity platform, measured from detection (by automated monitoring or by the Client's report) until restoration. Periods covered by the exclusions in Section 6 are not Unavailability.

Severity	Definition	Initial response	Target restoration or mitigation	Updates
P1 · Critical	Services down or unusable for end users; message loss; or an active security incident affecting Client data	≤ 30 minutes, 24/7	≤ 4 hours	Every hour
P2 · High	Severe degradation of key functionality without a total outage	≤ 2 hours, 24/7	≤ 8 hours	Every 4 hours
P3 · Medium	Partial impact with a workaround available	≤ 8 business hours	≤ 3 business days	Daily
P4 · Low	Minor issues, questions, or requests	≤ 24 business hours	Agreed plan	As agreed

• Severity is assigned when the ticket is opened and may be adjusted by mutual agreement.
• If definitive resolution is not feasible within the target, Grovity will apply a temporary mitigation within the same period and inform the Client of the plan and date for the definitive fix.
• For P1 incidents, Grovity will deliver a root-cause report within five (5) business days of restoration.
• Security incidents affecting Client data are handled as P1 and notified in accordance with the Terms and Conditions and the Data Processing Addendum.

Channel	Use	Coverage
support@grovity.ai	Opening and tracking P1–P4 tickets	Intake 24/7; handling according to severity
security@grovity.ai	Security incidents and vulnerabilities	24/7
Dedicated project channel (enterprise plans)	Operational coordination and P1/P2 escalation	As agreed

Business hours for P3 and P4: Monday to Friday, 9:00 to 18:00 in the Client's time zone as defined in its agreement (Eastern Time by default), excluding public holidays. P1 and P2 are handled 24/7, 365 days a year.

Escalation. Level 1 (platform support) → Level 2 (engineering), automatically when 50% of the restoration target has elapsed without resolution → Level 3 (Chief Technology Officer) for P1 incidents beyond target, security incidents, or repeated breaches of this SLA.

• Scheduled maintenance is notified at least seventy-two (72) hours in advance, performed in low-traffic windows, and does not count as Unavailability. Most deployments are performed without service interruption.
• Emergency maintenance is carried out only in the event of an imminent security or stability risk, notified as soon as possible, and documented in the incident history.

Clients on enterprise plans receive a monthly service report within five (5) business days after the end of each month, including availability, incidents by severity with actual versus target times, root causes of P1 and P2 incidents, and maintenance performed.

The following do not count as Unavailability:

1. Third-party platforms and channels: failures or limitations of services outside Grovity's control, such as Meta/WhatsApp and other messaging channels, telephony carriers, the Client's selected AI or integration providers, payment gateways, and end users' connectivity providers.
2. Region-wide cloud provider outages: outages of the cloud infrastructure provider declared on its public status page that affect the entire region in which the Services are hosted.
3. Client dependencies: unavailability of systems, APIs, credentials, access, or approvals for which the Client is responsible.
4. Scheduled maintenance notified in accordance with Section 4.
5. Force majeure.
6. Unauthorized use: use of the Services outside the agreed scope, in breach of the Acceptable Use Policy, or with modifications not authorized by Grovity.
7. Alpha and Beta features.

Even in excluded cases, Grovity will keep the Client informed, manage the issue with the relevant provider, and apply available mitigations (retries, queuing, alternative routing, or model fallback).

If monthly availability falls below the commitment, the Client may request the following credit on the recurring platform fee for the affected month:

Monthly availability	Credit
< 99.5% and ≥ 99.0%	5%
< 99.0% and ≥ 98.0%	7.5%
< 98.0%	10%

• Credits must be requested in writing to support@grovity.ai within thirty (30) calendar days after the end of the affected month.
• Credits are applied to the next invoice, are not refundable in cash, and apply only to recurring platform fees, excluding consumption, telecommunications, AI-provider pass-through costs, and taxes.
• The total credit for any month will not exceed 10% of the recurring platform fee for that month.
• To be eligible, the Client must be current on all undisputed payments.
• Service credits are the Client's sole and exclusive remedy for failure to meet the availability commitment, without prejudice to the right to terminate for repeated breach under Section 8.

If the availability commitment or P1/P2 times are not met in a calendar month, Grovity will deliver a remediation plan (root cause, corrective actions, and dates) within five (5) business days upon the Client's request. If availability falls below 99.0% in three (3) consecutive months, the Client may terminate the affected service without penalty with thirty (30) days' written notice and receive a refund of prepaid fees for the period not yet provided.