1. Availability commitment
Granex commits to 99.9% monthly availability of the application plane, measured over the total minutes of the calendar month, excluding the exclusions in section 4.
2. Availability calculation
Availability (%) = (total minutes in month − downtime minutes) / total minutes in month × 100. Downtime means total unavailability of the service not attributable to the exclusions, confirmed by our monitoring.
3. Service credits
If we miss the target in a month, you may request a credit against that month's fee per the following table:
| Monthly uptime | Service credit |
|---|---|
| ≥ 99.9% | None |
| 99.0% – 99.9% | 10% of the monthly fee |
| 95.0% – 99.0% | 25% of the monthly fee |
| < 95.0% | 50% of the monthly fee |
4. Exclusions
The following do not count as downtime:
- Scheduled maintenance, notified at least 48 hours in advance.
- Force majeure, or outages of upstream infrastructure or internet providers outside Granex's control.
- Incidents caused by use contrary to the Terms or the Acceptable Use Policy.
- Accounts suspended for non-payment or during the free trial.
5. Support and response times
Email support at hola@granex.es during business hours (Europe/Madrid). First-response target: critical incidents within 4 business hours; general incidents within 1 business day. Higher plans may include priority channels.
6. Backups and continuity
We perform daily backups with retention per our backup policy, and redundant storage in the EU. The recovery point objective (RPO) is 24 hours and the recovery time objective (RTO) is 8 business hours.
7. How to claim a credit
Write to hola@granex.es within 30 days of the affected month, stating the dates and times of the incident. The credit is applied to the next invoice and is the sole remedy for missing the availability target.
8. Exclusion
Credits are not redeemable for cash and do not accumulate beyond 50% of the monthly fee. The Enterprise plan may agree specific levels and remedies by contract.