SLA Breakdown
To review current SLA terminology view our SLA Definitions.
Downtime is the overall number of minutes GreyNoise was unavailable during a calendar month. GreyNoise calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.
Downtime excludes the following:
- Any products or features identified as pilot, alpha, beta or similar (A clear product label will be assigned for users to easily identify the stage of a product/feature) as determined by Company
- That resulted from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
- Due to factors outside Company’s reasonable control
- Emergency and schedule maintenance
- Service degradation as defined below
Scheduled Downtime
Emergency Downtime
Emergency Maintenance downtime of the Service outside of the Scheduled Maintenance Window hours that is required to complete the application of urgent patches or fixes, or to undertake other urgent maintenance activities. If Emergency Maintenance is required, GreyNoise will immediately publish and provide the expected start time of the Emergency Maintenance, its planned duration, and whether GreyNoise expects the Services to be unavailable during the Emergency Maintenance.
All this information will be available on GreyNoise System Status.
Scheduled Maintenance Window
Sometimes we need to perform maintenance to keep GreyNoise working smoothly. If scheduled downtime is necessary, we’ll give you at least 24 hours advance notice. GreyNoise will use commercially reasonable efforts to notify Customer about scheduled maintenance and to schedule them during non-work US Eastern hours.
Notifications will be announced on GreyNoise System Status.
Customers are encouraged to register to GreyNoise infrastructure notifications.
SLA Updates
As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page. SLA updates will be made available to paid customers via email.
SLA Definitions
- Unscheduled Service Outage: Interruptions to the Service that have not been previously communicated to GreyNoise customers and users. Unscheduled Service Outages exclude downtime minutes resulting from scheduled downtime or downtime cause by Force Majeure.
- Scheduled Downtime: Times where GreyNoise notifies its customers and users of periods of Downtime prior to the commencement of such Downtime. Scheduled Downtime is not considered Downtime, and will not be counted towards any Downtime Periods.
- Incident: Any set of circumstances resulting in a failure/degradation to meet GreyNoise's service Level.
- Service Level:The standards GreyNoise chooses to adhere to and by which it measures the level of service it provides.
- Service: Features, products, or service offerings derived from, incorporating, or relying upon GreyNoise Data.
- Scheduled Availability: The total number of minutes in the month minus any scheduled downtime, and downtime caused by Force Majeure.
- Outage Period: The number of downtime minutes resulting from an Unscheduled Service Outage.
- Downtime: The overall number of minutes GreyNoise was unavailable during a calendar month.
- Uptime: The percentage of total possible minutes GreyNoise was available during a fiscal quarter. Our commitment is to maintain at least 99.9%
- Service Degradation: Unscheduled period during which the services are available but do not perform as expected.
