LEGAL
Service level agreement
Effective 16 September 2026. What applies depends on whether a project is under an active care plan or a support commitment written into a platform agreement. This page covers the standing commitments. Platform-specific uptime and response terms, where they exist, live in that platform's own agreement.
Support hours
Business hours are 10:00 to 19:00, Gulf Standard Time (UTC+4). Support hours are 09:00 to 20:00, Gulf Standard Time. Critical incidents — the site is down, a security incident, or payments or forms failing — are handled 24/7, on an active Assurance care plan. Which days these hours run on, and a typical first-response time, are not yet fixed; nothing is published here that has not been decided.
Monitoring
Every platform under an active care plan is monitored from the Command Centre, our internal monitoring and incident system, rather than left to a client noticing something is wrong first.
If something we built breaks
Defects in our own work are fixed at our cost for 90 days after launch. After that, fixes are covered under an active care plan. Without a plan, the site keeps running as it is — nothing stops working, but a defect found after the 90 days and outside a plan is billed as ordinary work. A project not developed inside the Gigagrams Virtual Studio is not a Gigagrams project and carries none of this from us. If another party changes the code without our prior written agreement, this commitment ends from that point.
What this page does not publish
We do not publish a single blanket uptime percentage across every platform we operate, because uptime commitments depend on the infrastructure and architecture of the specific platform, single-tenant against multi-tenant, self-hosted against a managed care plan, and stating one number for all of them would be more precise than the truth allows. Where a platform agreement includes a specific uptime commitment, it is written into that agreement directly.