(Internal) Gem's SLA for inclusion in negotiated MSAs

Gem does have a standard SLA that we can include as an addendum to our MSA for MM and ENT customers. We will accept minimal redlines on this as it is a fairly industry standard SLA for a SaaS company. If your customer or prospective customer requests an SLA, you can send them the attached document.

Internal only:

The most common redlines we will get here are adjusting the guaranteed uptime to more than the default 99%. We will accept up to 99.9% here, but will push back on anything further.

We also will not guarantee resolution times for issues. Response times are guaranteed as part of the SLA, but we cannot always guarantee resolution times as some issues, like an AWS outage as the most extreme example, are out of our control.