Effective date: November 2026
Version: 1.0
This Service Level Agreement ("SLA") applies exclusively to customers who have maintained an active, uninterrupted ftpGrid Enterprise subscription for at least 30 consecutive days.
Customers become eligible for the service commitments and remedies described in this SLA upon completion of the initial 30-day qualification period. Incidents occurring before this period has been completed are not covered retroactively.
This SLA does not apply to Free, Lite, Professional, Business, trial, suspended, or otherwise non-Enterprise accounts.
The SLA describes the service levels applicable to the ftpGrid managed file transfer and storage platform, including service availability, technical support, security controls, backup and disaster recovery, and service notifications.
This SLA supplements the ftpGrid Terms of Service. In the event of a conflict, any separately executed written agreement between ftpGrid and the customer shall take precedence.
ftpGrid commits to a monthly service availability target of 99.9% for the production services covered by an eligible Enterprise subscription, subject to the exclusions described below.
Monthly service availability is calculated as:
Availability (%) = (Total Minutes − Unavailable Minutes) / Total Minutes × 100
"Total Minutes" represents the total number of minutes in the applicable calendar month.
"Unavailable Minutes" represents periods during which the production service is unavailable due to failures within systems operated and controlled by ftpGrid, excluding the circumstances listed in Section 2.2.
Availability is assessed using ftpGrid's automated infrastructure and service monitoring systems. Monitoring records maintained by ftpGrid form the primary basis for availability calculations.
The following circumstances are excluded from the availability calculation:
ftpGrid continuously monitors the operational health of its production infrastructure using automated monitoring and alerting systems.
Significant service interruptions are recorded internally, including their duration, affected components, and relevant technical findings.
Availability information relating to significant incidents may be provided to Enterprise customers upon reasonable request.
ftpGrid is designed to support routine maintenance and software deployments with minimal service disruption.
Where planned maintenance is expected to materially affect service availability, ftpGrid will normally provide at least 48 hours' advance notice to affected Enterprise customers.
Emergency maintenance may be performed without prior notice where reasonably necessary to protect the security, integrity, or availability of the platform.
ftpGrid will use commercially reasonable efforts to minimize the duration and impact of maintenance activities.
Enterprise customers receive priority technical support.
Support requests may be submitted through the support channels made available by ftpGrid, including email and any additional channels specifically communicated to the customer.
| Support Type | Initial Response Target |
|---|---|
| General support | 48 business hours |
| Enterprise priority support | 8 business hours |
| Critical production incidents | As soon as reasonably practicable |
Business hours are Monday through Friday, excluding Danish public holidays, during normal Danish business hours (09:00–17:00 CET/CEST).
Response time means the time until a support request is acknowledged and initial investigation is initiated. It does not constitute a commitment to resolve the issue within that period.
Support response times are operational targets and may be affected by the nature, severity, and complexity of the incident.
ftpGrid classifies incidents according to their severity and operational impact.
| Severity | Description | Handling |
|---|---|---|
| Severity 1 – Critical | Complete production service outage or loss of a critical service function without a reasonable workaround | Highest priority |
| Severity 2 – High | Significant degradation of a production function, with partial service availability or an available workaround | Priority investigation |
| Severity 3 – Normal | Non-critical issues, configuration questions, minor defects, or general support requests | Standard support process |
ftpGrid will assess reported incidents and assign an appropriate severity level based on the actual operational impact.
For Severity 1 incidents, ftpGrid will prioritize investigation and service restoration over routine development and support activities.
Where appropriate, incidents may be escalated to senior technical personnel responsible for platform operations and infrastructure.
ftpGrid will use commercially reasonable efforts to resolve incidents as quickly as practicable.
Incident resolution times depend on the nature of the issue, affected infrastructure, external dependencies, and the availability of suitable corrective measures.
No fixed incident resolution time is guaranteed under this SLA.
ftpGrid maintains technical and organizational security controls designed to protect customer data against unauthorized access, loss, alteration, and disclosure.
These controls include, where applicable:
The encryption mechanism used for data in transit depends on the protocol selected by the customer and the capabilities of the connecting client.
Plain FTP does not provide transport encryption. Customers requiring encrypted file transfers should use SFTP or FTPS.
ftpGrid may update its security controls and technical implementations as the platform evolves, provided such changes do not materially reduce the overall security of the service.
ftpGrid maintains backup and disaster recovery procedures designed to protect customer data and restore service following significant infrastructure failures.
Customer files stored on ftpGrid are retained for as long as the customer maintains an active subscription, subject to the storage limits, conditions, and restrictions of the applicable service plan and the ftpGrid Terms of Service.
ftpGrid does not automatically delete customer files after a predefined retention period as part of normal service operation.
However, ftpGrid reserves the right to suspend access to customer data, restrict service functionality, or delete stored files in accordance with its Terms of Service. This includes, but is not limited to, circumstances where a customer downgrades to a service plan with lower storage limits and their existing data exceeds the storage allowance of the new plan.
Customers are responsible for ensuring that their stored data remains within the limits of their selected service plan, including before downgrading or cancelling a subscription. Continued access to data exceeding the applicable storage allowance is not guaranteed.
Customer data retention is independent of the backup retention period described below.
ftpGrid maintains internal backups for the purpose of recovering the platform and customer data following major infrastructure failures or catastrophic data loss.
The following backup policies apply:
Backup retention refers exclusively to the period during which ftpGrid retains internal disaster recovery backups. It does not limit the period for which customer files remain stored on the platform.
The Recovery Point Objective (RPO) represents ftpGrid's operational target for limiting potential data loss following a major disaster. The target is based on a 24-hour backup schedule, with additional time potentially required for backup completion.
The Recovery Time Objective (RTO) represents ftpGrid's operational target of restoring affected services within 8 hours following the initiation of disaster recovery procedures.
RPO and RTO are operational objectives, not guaranteed recovery deadlines or contractual service commitments.
Actual data loss and recovery times may exceed these objectives depending on the nature, scope, and severity of the incident, backup availability, infrastructure dependencies, and other circumstances affecting recovery.
ftpGrid's internal backups are maintained exclusively for platform-level disaster recovery.
They are not intended to provide customer-managed backup, file versioning, archival storage, or recovery of individual files accidentally deleted, modified, or overwritten by customers or authorized users.
Customers requiring long-term backup retention, historical file recovery, or regulatory archival capabilities must maintain independent backups or implement appropriate external retention solutions.
In the event of a major infrastructure failure, ftpGrid will assess the impact, initiate the appropriate recovery procedures, restore affected infrastructure and customer data from available backups where necessary, and verify service functionality before returning affected systems to normal operation.
Recovery activities will be prioritized according to the severity and operational impact of the incident.
If ftpGrid becomes aware of a confirmed security incident affecting an Enterprise customer's data, ftpGrid will investigate the incident and notify affected customers in accordance with applicable legal and contractual requirements.
Notifications will include relevant information reasonably available at the time and may be updated as the investigation progresses.
ftpGrid will take commercially reasonable measures to contain the incident, restore affected services, and mitigate identified risks.
Where applicable, personal data breaches will be handled in accordance with relevant data protection legislation and any applicable Data Processing Agreement.
If monthly service availability falls below the 99.9% commitment described in Section 2 due to circumstances attributable to ftpGrid, an eligible Enterprise customer may request a service credit.
| Monthly Availability | Service Credit |
|---|---|
| 99.9% or higher | No credit |
| 99.0% – below 99.9% | 5% |
| 95.0% – below 99.0% | 10% |
| Below 95.0% | 25% |
Service credits are calculated as a percentage of the monthly subscription fee for the affected Enterprise service.
The following conditions apply:
Service credits apply exclusively to failures to meet the monthly service availability commitment described in Section 2.
No service credits or other financial remedies are provided under this SLA for failure to achieve operational RPO, RTO, support response, or incident resolution targets.
Service credits constitute the customer's sole and exclusive financial remedy under this SLA for failure to meet the service availability commitment, to the extent permitted by applicable law.
Nothing in this SLA creates a right to contractual penalties, liquidated damages, or automatic monetary compensation beyond the service credits expressly described above.
ftpGrid continuously monitors the operational health and availability of its production infrastructure.
Enterprise customers may request information regarding significant service availability incidents affecting their service.
Where reasonably available, such information may include:
Planned maintenance expected to materially affect service availability will normally be communicated at least 48 hours in advance.
Emergency maintenance may be performed without prior notice where necessary.
Security incidents affecting customer data will be communicated in accordance with Section 8 and applicable legal requirements.
Enterprise customers may request periodic reviews of service availability and significant operational incidents.
Such reviews will be conducted at mutually agreed intervals and may be provided through written correspondence or meetings, as appropriate.
Customers are responsible for:
ftpGrid is not responsible under this SLA for service interruptions or data loss resulting from circumstances outside its reasonable control or from customer actions that violate the Terms of Service.
ftpGrid may update this SLA from time to time to reflect changes to its services, infrastructure, security controls, or operational procedures.
Material changes affecting the service commitments applicable to existing Enterprise customers will be communicated in advance where reasonably practicable.
Changes will not retroactively affect service credit claims arising before the effective date of the revised SLA.
Any separately executed written agreement between ftpGrid and an Enterprise customer takes precedence over this SLA where the terms conflict.
This SLA forms part of the contractual framework governing eligible ftpGrid Enterprise subscriptions and should be read together with the ftpGrid Terms of Service and any applicable Data Processing Agreement.
The governing law, jurisdiction, and general limitations of liability established in the Terms of Service apply to this SLA, unless otherwise agreed in writing.
ftpGrid ApS
Branebjerg 24
DK-5471
Gamby
Denmark
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