Service Level Objective (SLO) Policy

We are committed to providing reliable, high-quality services to our customers.

Incident Classification & Response Times

Severity	Definition	Response Time	Resolution Time	Communication
Severity 1 (Critical)	Complete service outage or critical functionality unavailable affecting multiple customers	30 minutes	4 hours	Immediate notification via email
Severity 2 (High)	Significant degradation of service or critical functionality unavailable for a subset of customers	1 hour	8 hours	Notification via email upon resolution
Severity 3 (Medium)	Minor service degradation or non-critical functionality unavailable	4 hours	24 hours	As needed
Severity 4 (Low)	Cosmetic issues or minor bugs with workarounds available	1 business day	Best effort	As needed

Incident Detection Procedures

We've set up several systems to identify incidents:

• Real-time Monitoring: We have observability and monitoring on our core infrastructure.
• Error Tracking: We use tools like Sentry to aggregate and produce notifications of errors.
• Support Monitoring: Our team watches support channels during business hours to catch issues you report.

Communication & Transparency

When Things Go Wrong

Here's what you can expect from us during an incident:

1. First Update (within our response time)
   • We've found the problem and are working on it
   • How bad it is and who's affected
   • When you'll hear from us next
2. Regular Updates
   • What's happening right now
   • What we're doing to fix it
   • Updated timeline if things change
3. All Clear
   • Everything is back to normal
   • Quick summary of what happened
   • We'll do a full review and share lessons learned

After We Fix It

For serious incidents (Severity 1 & 2), we'll create a Root Cause Analysis that, upon request, will be shared with customers, including:

• What Happened: Step-by-step timeline of the incident
• Who Was Affected: How many customers and what services were impacted
• Root Cause: What actually caused the problem
• How We'll Prevent It: Specific steps we're taking to avoid this happening again
• Lessons Learned: What worked well and what we'll do better next time

What's Not Covered

This SLO doesn't apply to:

• Beta or preview features (they're still experimental)
• Scheduled maintenance
• Issues outside our control (internet outages, AWS problems, etc.)
• Problems you caused (wrong configuration, hitting rate limits, etc.)
• Third-party service failures

Need Help?

Here's how to reach us:

• Support Portal: support.gruntwork.io - Submit tickets and track issues
• Email: support@gruntwork.io - Direct email support
• Slack: Customer-specific channels (where available) - Real-time chat with our team