Uptime is defined as the GridIQ API and dashboard being available and returning valid responses to authenticated requests. Uptime is measured continuously via automated checks every 5 minutes from an independent monitoring process.
The following are excluded from uptime calculations: scheduled maintenance windows (announced 24 hours in advance), downtime caused by customer's SCADA system or network, force majeure events, and third-party service outages outside our control.
| Priority | Definition | Acknowledgment | Resolution Target |
|---|---|---|---|
| P1 — Critical | Platform completely unavailable | 30 minutes | 2 hours |
| P2 — High | Major feature unavailable or severe degradation | 2 hours | 8 hours |
| P3 — Medium | Minor feature issue or intermittent errors | 1 business day | 3 business days |
| P4 — Low | Cosmetic issues, documentation requests | 2 business days | Next release |
Database backups every 6 hours. 7-day rolling retention. Backups stored on separate infrastructure from primary database.
Recovery Point Objective (RPO): 6 hours maximum data loss. Recovery Time Objective (RTO): 4 hours for full platform restoration.
Each utility's data is stored in isolated partitions. No cross-utility data access is architecturally possible.
TLS 1.3 in transit. AES-256 at rest. Automatic SSL certificate renewal. Zero plaintext credential storage.
Email support via contact form. 1 business day response. Onboarding call included. Access to full API documentation.
4-hour response target during business hours. Dedicated onboarding engineer for SCADA connection setup. Monthly check-in call.
GridIQ operates automated uptime monitoring every 5 minutes. In the event of any P1 or P2 incident, affected customers will be notified via email within the acknowledgment window. Incident post-mortems are available upon request for P1 events.
If monthly uptime falls below 99.5%, affected customers are eligible for a service credit:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to the following month's invoice. To request a credit, submit a claim via gridiq.ink/contact within 30 days of the incident.
Scheduled maintenance windows are announced via email at least 24 hours in advance. Maintenance is typically scheduled between 2:00 AM and 4:00 AM Pacific Time on weekdays. We target less than 2 hours of scheduled maintenance per month.
To report an incident or request an SLA credit: gridiq.ink/contact
This SLA is incorporated by reference into the GridIQ Terms of Service.