Gridheart Support SLA
Version 2026-10, effective 9 October 2026. Replaces the Gridheart Support Service Level Agreement, version 2025-03.
1. Scope and relationship to the Partner Terms
1.1 This Support SLA describes the support that Gridheart AB ("Gridheart") provides to its partners ("You") and forms part of the Gridheart Partner Terms. Capitalised terms not defined here have the meaning given in the Partner Terms.
1.2 Gridheart provides support to You only. Gridheart does not provide support to Your Customers, unless agreed in a Side Agreement.
1.3 All times in this Support SLA are targets, not guarantees. Sections 8 and 15 of the Partner Terms apply in full. Missing a target does not entitle You to service credits, refunds, price reductions, damages or termination.
2. How to get support
2.1 Channels. You must log every request as a ticket in the Platform or by email to support@gridheart.com. A request is received when Gridheart has issued a ticket reference. You must quote the reference in all follow-up.
2.2 Business Hours. Support is provided during Business Hours, 08:00 to 17:00 Swedish time on Business Days, for all severity levels. Tickets may be logged at any time, but targets are measured in Business Hours only and start at the next Business Hour after the ticket is received. Support outside Business Hours is only available under a Side Agreement.
2.3 Who may contact support. You must appoint named technical contacts in the Platform. Only named contacts may log Severity 1 and Severity 2 tickets. Requests from Your Customers will be referred back to You.
3. Severity levels and response targets
3.1 Gridheart sets the severity of each ticket after an initial assessment, taking Your view into account, and may change it as the facts become clear. Targets are measured in Business Hours.
| Severity | Definition | Target first response | Target status updates |
|---|---|---|---|
| 1 Critical | The Platform is unavailable to all partners, or a Gridheart Service is unavailable to several of Your Customers, with no workaround | 1 hour | Every 4 hours |
| 2 High | A major function of the Platform or a Gridheart Service fails for You or several Customers, and no reasonable workaround exists | 4 hours | Daily |
| 3 Medium | A function fails or performs poorly for a single Customer, or a workaround exists | 1 Business Day | When there is progress |
| 4 Low | Minor faults, cosmetic issues, billing and administrative questions | 2 Business Days | When there is progress |
| 5 Request | General questions, how-to questions and enhancement requests | 5 Business Days | None |
3.2 Gridheart has no resolution targets. Gridheart will use commercially reasonable efforts to restore service or provide a workaround, and may close a ticket when it has done so.
3.3 Issues with a Third-party Product are classified by their impact, but the timing of any fix depends on the Vendor under Section 4.3.
4. Incident handling and Third-party Products
4.1 Handling. For each ticket Gridheart will register it, give You a reference, make an initial assessment, set the severity and, where possible, propose a workaround or next step.
4.2 Widespread incidents. For incidents that affect many partners, Gridheart may communicate status through the Platform or by email instead of in individual tickets.
4.3 Third-party Products. For issues with a Third-party Product, Gridheart will, where possible, escalate to the Vendor in accordance with the Vendor's support process and keep You informed of what the Vendor reports. The Vendor's support terms and timelines apply. Gridheart may refer You to the Vendor's own support, documentation or knowledge base, in particular for product configuration, training and feature questions.
4.4 Closing tickets. Gridheart may close a ticket when the issue is resolved, a workaround is in place, the issue has been passed to a Vendor and nothing further can be done by Gridheart, or You have not responded within five (5) Business Days of a request for information.
5. Your responsibilities
To receive support You must:
- provide first-line support to Your Customers and handle all communication with them;
- carry out basic troubleshooting before logging a ticket, using the Platform and Vendor documentation;
- describe each issue clearly, including the affected Product, Customer, symptoms, business impact, error messages and steps to reproduce;
- give Gridheart the access, logs and information it reasonably needs, and make a knowledgeable person available during Business Hours for Severity 1 and 2 tickets;
- keep Products and agents on versions the Vendor supports; and
- follow Gridheart's and the Vendor's reasonable instructions to resolve the issue.
6. Exclusions, maintenance and chargeable work
6.1 Exclusions. This Support SLA does not cover, and no targets apply to:
- issues caused by Your or Your Customers' infrastructure, networks, configuration, software or misuse;
- outages, defects or delays of a Vendor, a data centre or other third party;
- Products or agents on versions the Vendor no longer supports;
- free, trial, preview and beta Products;
- planned or emergency maintenance;
- accounts that are suspended under the Partner Terms; and
- events of force majeure.
6.2 Maintenance. Gridheart will try to announce planned maintenance that it expects to cause significant disruption at least forty-eight (48) hours in advance. Gridheart may carry out emergency maintenance at any time without notice.
6.3 Chargeable work. The following are not included in the Fees and are charged at Gridheart's current hourly rates, after Gridheart has told You that the work is chargeable: work in Your or Your Customers' environments; data restores, disaster recovery and incident recovery assistance; migrations, onboarding and configuration; work outside Business Hours; and work caused by issues excluded under Section 6.1.
6.4 Reporting. On request, Gridheart will provide a summary of Your tickets and the response times achieved for a period of up to twelve (12) months.
6.5 Changes. Gridheart may change this Support SLA in accordance with Section 16 of the Partner Terms.