This document outlines the Service Level Agreements for the Grip platform. It includes information on maintenance events, technical support services, fault priority, service availability.
Grip Maintenance, Support and SLA
Maintenance Events
- Maintenance work that may require interruption of Guest App Services (Maintenance Events) shall not normally be performed during Normal Business Hours. However, Intros may interrupt Guest App Services outside Normal Business Hours for maintenance if it has given the Customer at least three days' advance written notice.
- Any Maintenance Events that occur during Normal Business Hours, or that occur with less notice than required by paragraph 1.1, and which were not requested by the Customer, shall be considered downtime for the purpose of service availability measurement. Intros shall always strive to minimize any service interruptions.
Technical support services
- If the Customer determines that Guest App Services include a defect, the Customer’s Account Team (CSRs) may file error reports or support requests. Intros shall provide technical support services only to specified CSRs.
- Intros shall accept e-mail incident submittals from CSRs 24 hours a day, seven days a week, in accordance with the paragraph below. Intros shall use reasonable endeavors to process support requests, issue trouble ticket tracking numbers if necessary, determine the source of the problem, and respond to the Customer. Intros shall use reasonable endeavors to respond to all support requests from CSRs within the time periods specified below, according to priority.
Grip shall determine the priority of any fault in accordance with the following table
| Priority | Impact | Description | Response time |
| Priority 1 | Critical | The entire Guest App is completely inaccessible. | Within 2 Normal Business Hours. |
| Priority 2 | Major | Operation of the Guest App Services is severely degraded, or major components of the Guest App Services are not operational and work cannot reasonably continue. | Within 4 Normal Business Hours. |
| Priority 3 | Minor | Certain non-essential features of the Guest App Service are impaired while most major components of the Service remain functional. | Within 12 Normal Business Hours. |
| Priority 4 | Cosmetic | Errors that are non-disabling or cosmetic and clearly have little or no impact on the normal operation of the Services. | Within 24 Normal Business Hours. |
Escalation Process
Our escalation process ensures that any issues or concerns you have are handled promptly and efficiently. Here’s how it works:
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Contact support
If you encounter any problems, reach out to our support team. You'll find the contact details in the section below. -
Issue evaluation
Once we receive your query, our support team will evaluate the issue. Depending on its priority (see table above), we will either resolve it directly or direct you to the appropriate department for further assistance. -
Escalation to account or client success
If the issue remains unresolved, you can escalate it to your account manager or client success manager. They will work with you to address the problem and ensure your needs are met.
Service Availability
Intros will make reasonable commercial efforts to ensure that the Guest App has a service availability level of at least 99.5% per calendar year (the "Uptime Service Level").
The Guest App will be considered unavailable only during:
- Priority 1 and 2 faults
- unplanned maintenance events
It is important to note that Guest App Services will not be considered "unavailable" during maintenance events as described in the Maintenance and Support section above, customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events within the meaning of clause 16 of the Conditions of Service.
*Please note that currently, Grip cannot guarantee a 99.5% uptime in China due to firewalls and other elements that might be impacting our services.
Contact us
We are here to help and answer any questions you might have.
Our support team will either answer your queries or direct you to the appropriate department for assistance.
Reach out through the Customer Support Portal. Learn more about how it works here.
Our normal business hours:
Monday - Saturday: 9am GMT - 6pm EST
Sunday: Depending on event demand. A premium might be required, so please contact your account manager for further details.