Support and availability by plan.

What each tier includes for support, uptime, and operational coverage.

Free

Self-serve evaluation support

Published documentation and status visibility

No contractual uptime commitment

Developer

Email support

99.9% uptime target

Status page and incident notifications

Team

Priority email support

99.9% uptime target

Team dashboard with usage attribution

Growth

Named support contact, office hours

99.9% uptime target

Scoped territory benchmarks, SFTP delivery, tail-risk review

Enterprise

Commercially agreed service levels

Named engineering contact

Security, procurement, and onboarding support

Public commitments aligned to the current operating model.

Enterprise backtest and benchmark requests target an initial response within one business day.
Incident scope: an "applicable" security incident is any confirmed event that materially affects the confidentiality, integrity, or availability of customer data or the forecast API. Notification is sent within 72 hours of confirmation to the customer's account contact, with a status page update for service-affecting events.
Escalation path: security@gramm.ai for all plans; Enterprise customers additionally receive updates from their named engineering contact and a shared incident channel. Root-cause summary delivered within 10 business days of resolution.
Availability targets: forecast API 99.9% monthly on Developer, Team, and Growth. Enterprise availability is commercially negotiated. Recovery target after a service-affecting incident is four hours; forecast data is reproducible on demand, so there is no customer-facing RPO beyond the most recent scheduled run.
Planned maintenance and service-impacting events are posted on the public status page.
Contracted service levels are finalized in commercial agreements and aligned with the public support model.
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Review materials

Service levels are part of procurement review.

Use this service summary with the trust center, procurement FAQ, and enterprise page so commercial and security reviewers see the same operating model.

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Trust center

Infrastructure providers, encryption, access controls, and available security materials.

Service levels

Support tiers, availability targets, incident communication, and Enterprise terms.

Procurement FAQ

Vendor review sequence, required inputs, documents, and response expectations.

Enterprise

SSO, custom delivery, negotiated SLA, onboarding, and named engineering contact.