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This page sets out the service levels we aim to provide for the Grantify platform and our support. It forms part of your agreement with us and should be read alongside our Terms of Business and, if you have purchased a package, your Schedule of Services.
It covers how available we aim to keep the platform and how quickly we aim to respond when you contact us. It does not cover the advice itself, whether your application is successful, or refunds, which are dealt with in your Schedule of Services and our Terms of Business.
In this SLA, 'you' and 'your' mean the Client as defined in our Terms of Business, and 'we', 'us' and 'our' mean Grantify Ltd.
“Business hours” means Monday to Friday, 9am to 5pm UK time, excluding UK public holidays. Anything received outside business hours is treated as received at the start of the next business day.
Platform availability
We use commercially reasonable efforts to keep the Grantify platform available, with a target of at least 99.5% availability each month. We calculate this from the duration of any Critical issues during the month, and treat the platform as available at all other times.
Our team and your Funding Advisor are available during business hours.
Some situations fall outside this target. These are set out under “What is not covered” below.
Reporting and resolving issues
You can report a bug, raise an issue, submit a request, or send us feedback at any time. We triage each request, resolve it through our AI agent where possible, and escalate it to a member of our team where required.
Where something is not working as intended, we aim to respond and resolve in line with the table below. We set the priority based on the impact on you.
| Priority | What it means | Response Time (UK Business Hours) | Resolution Aim (UK Business Hours) |
|---|---|---|---|
| Critical (P1) | You cannot log in, cannot access your application, or cannot download your completed application to submit it, with no workaround. | 2 business hours | 1 business day |
| High (P2) | A core feature you need is significantly impaired with no reasonable workaround, for example you cannot see your adviser’s comments or book a call. | 4 business hours | 2 business days |
| Medium (P3) | A feature is degraded but you can still make progress, for example matching is running slowly. | 1 business day | Next scheduled release |
| General Query | Cosmetic issues, “how do I” questions, or general enquiries. | 1 business day | N/A |
If you are close to your agreed end date or submission deadline, we will treat the issue as at least a High Priority.
Subscribers are supported first through self-serve resources and our AI agent, with a member of our team responding within 2-4 business days. Package clients are covered by the table above, with Flagship clients receiving prioritised response.
Funding Advisor response
If you have purchased a package, you can contact your Funding Advisor through the platform (where platform communication is not available an email address will be provided to contact).
We aim to reply within 2 to 3 business days as standard, and within 1 to 2 business days for Flagship clients, subject to your Funding Advisor’s availability.
The time the advisory work itself takes, including reviews, drafting support and completion of your application, is set out in your Schedule of Services and Application Timeline, and is not covered by this SLA. Calls are booked according to your Funding Advisor’s availability and the call time included in your package.
AI features
The Grantify platform uses AI to support your application. We aim to keep these features available, but we do not guarantee the accuracy, completeness or suitability of any AI-generated content. AI output should be reviewed and approved by you before it is included in your application.
Planned and Emergency maintenance
From time to time we need to take the platform down for planned maintenance. We aim to give at least 2 business days notice where this is likely to affect you, and to schedule it outside peak hours where possible. Emergency maintenance may happen without notice where necessary, and Grantify will do its best to minimise any disruption. Planned maintenance and Emergency maintenance do not count against the availability target.
What is not covered
Our availability target and response times do not apply to any issue caused by:
- factors outside our reasonable control, including any event beyond our control or loss of your internet connection;
- your own actions, equipment, software or connectivity;
- third-party products, services or systems we rely on or do not control, including the Funding Body's own systems;
- emergency maintenance; or
- use of the platform in breach of our Terms of Business.
Status of these service levels
These are the standards we set for ourselves and aim to meet. They are goals rather than guarantees, and they are not tied to refunds or credits. If we fall short, please let us know. Any remedies available to you are set out in our Terms of Business.
