Trust

Service targets and response policy

These are operating targets for supported deployments. They are transparency commitments (not legal warranties) and can be superseded by customer-specific contracts.

Uptime target

Monthly availability target: 99.5% for production API endpoints, excluding scheduled maintenance windows announced in advance.

Incident response and support SLA

Business-hour commitments reference Eastern Time; P1 response applies continuously.

P1 - Service unavailable

Acknowledgement: 30 minutes
Update cadence: Every 60 minutes
Target restoration: 4 hours

P2 - Major degradation

Acknowledgement: 2 business hours
Update cadence: Every 4 hours
Target restoration: 1 business day

P3 - Non-critical issue

Acknowledgement: 1 business day
Update cadence: Daily
Target restoration: By planned release

Severity	Initial acknowledgment	Status update cadence	Target restoration
P1 - Service unavailable	30 minutes	Every 60 minutes	4 hours
P2 - Major degradation	2 business hours	Every 4 hours	1 business day
P3 - Non-critical issue	1 business day	Daily	By planned release

Contact channel

Primary operational channel: api@grenl.com. For new integrations, use the onboarding form on the home page so context is captured in a structured request.

Open onboarding request form