Service Level Agreement (SLA)

At Greip, we prioritize transparency, reliability, and trust in every aspect of our service delivery. This Service Level Agreement (SLA) outlines the commitments we make to ensure the highest standards of performance, availability, and support for our customers. By defining clear expectations and measurable metrics, we aim to provide you with the confidence that Greip is a dependable partner for your data protection and fraud prevention needs.

Scope of Services

This SLA applies to all services provided by Greip, including but not limited to:

• API Access: Real-time data validation, fraud detection, and IP geolocation services;
• Data Processing: Secure handling and analysis of data to ensure accuracy and compliance;
• Customer Support: Technical assistance, troubleshooting, and guidance for optimal service utilization.

Our services are designed to meet the highest industry standards, ensuring that you receive consistent, reliable, and secure performance at all times.

Quality of Service (QoS)

We are committed to delivering exceptional quality in every interaction. Our QoS standards include:

• Accuracy: Continuous monitoring and validation to ensure data accuracy and reliability;
• Performance: Optimized systems to deliver fast and efficient service responses;
• Security: Robust measures to protect your data and ensure compliance with GDPR and other regulations.

Request Turnaround Time

We understand the importance of timely support and issue resolution. Our commitment includes:

• Initial Response Time: A maximum of 2 hours for all support requests during standard business hours (8:00 AM to 4:00 PM UTC, Saturday to Thursday, excluding public holidays);
• Issue Resolution
  • Critical Issues: Resolved within 24 hours of reporting. Critical issues include service downtime or significant performance degradation;
  • Non-Critical Issues: Resolved within 48 hours. Non-critical issues include feature requests, minor bugs, or general inquiries.

Uptime Guarantee

We guarantee a 99.9% uptime for all Greip services. This ensures that our systems are operational and accessible with minimal disruptions. Our uptime is calculated monthly and excludes scheduled maintenance windows, which are communicated to customers in advance.

Performance Metrics

To measure and maintain service excellence, we track the following key performance indicators (KPIs):

• API Response Time: Average response time of under 300 milliseconds for all API requests;
• Transaction Speed: Efficient processing of data transactions to minimize delays;
• System Availability: Continuous monitoring to ensure 99.9% uptime and rapid recovery in case of any issues.

Penalties and Compensation

In the unlikely event that we fail to meet the commitments outlined in this SLA, we offer the following remedies:

• Service Credits: Eligible customers may receive service credits based on the severity and duration of the SLA breach;
• Escalation Process: A dedicated escalation path for unresolved issues, ensuring timely and effective resolution

Maintenance and Updates

To maintain optimal performance, we conduct regular maintenance and updates. These are scheduled during off-peak hours to minimize impact on your operations. Customers are notified in advance of any planned maintenance activities.

Exclusions

This SLA does not cover issues arising from:

• Customer-side network or hardware failures;
• Force majeure events (e.g., natural disasters, acts of war);
• Misuse or unauthorized modifications of Greip services.

This Service Level Agreement (SLA) was last updated on Wednesday, 12th of March, 2025.