Service Level Agreements & Support

Uptime objectives

Reliability grounded in resilient Amazon S3 tenant storage and redundant compute clusters.

BlackShield is delivered as a highly available SaaS platform. We use AWS managed services with Multi-AZ configurations to ensure your security findings and compliance data are always accessible. Our SLA targets reflect the underlying resilience of our cloud-native architecture.

Effective date

March 18, 2026

Last updated

May 31, 2026

Support Response Targets

Our support tiers are defined by the severity of the incident. P1 issues trigger immediate internal escalation and 24/7 coverage.

Severity	Priority	Response Target	Hours	Typical Coverage
P1	Critical	15 Minutes	24/7/365	Full platform outage, critical security incident, or complete ingestion blockage
P2	High	1 Hour	Business Hours	Major feature degradation, high-volume ingestion delays, or tenant-wide policy failures
P3	Normal	1 Business Day	Business Hours	Minor application bugs, dashboard UI issues, or general configuration inquiries
P4	Low	2 Business Days	Business Hours	Feature requests, non-blocking inquiries, and general product feedback

Service Availability & Uptime Guarantee

We guarantee the availability of the BlackShield platform through redundant architecture across multiple availability zones. Uptime is calculated monthly, excluding planned maintenance windows.

Enterprise Tier: 99.99% Guaranteed Monthly Uptime.
Professional/Shared Tier: 99.95% Guaranteed Monthly Uptime.
Planned Maintenance: Announced at least 48 hours in advance via the status page and email.
Exclusions: Downtime caused by customer-managed network configurations, misconfigured API keys, or third-party cloud provider outages (e.g., AWS Region failures) are excluded from the SLA calculation.

SLA Credits

If we fail to meet our availability guarantee in a given billing month, eligible customers may request a service credit applied to their next invoice.

99.0% to < 99.99% (Enterprise): 10% Service Credit.
99.0% to < 99.9%: 20% Service Credit.
< 99.0%: 50% Service Credit.
Credit requests must be submitted to our support team within 30 days of the end of the impacted month.

Support Response Target SLAs

Our global support team provides guaranteed response times based on incident severity. P1 incidents receive 24/7 attention until mitigation is achieved.

P1 (Critical): Full platform outage, critical security incident, or complete ingestion blockage. Initial response: 15 Minutes (24/7/365).
P2 (High): Major feature degradation, high-volume ingestion delays, or tenant-wide policy failures. Initial response: 1 Hour (business hours).
P3 (Normal): Minor application bugs, dashboard UI issues, or general configuration inquiries. Initial response: 1 Business Day (business hours).
P4 (Low): Feature requests, non-blocking inquiries, and general product feedback. Initial response: 2 Business Days (business hours).

Escalation & Incident Management

All P1 and P2 incidents follow a strict internal escalation path to engineering leadership. Customers receive continuous updates throughout the incident lifecycle.

Status Page: Real-time updates posted immediately upon P1/P2 detection.
Continuous Updates: For P1 incidents, updates are provided every 30 minutes until resolution.
Root Cause Analysis (RCA): A detailed technical RCA report is provided within 5 business days of incident resolution.
Escalation Path: Tickets breaching response SLAs are automatically paged to the Director of Engineering.