SLA
Uptime objectives and support response commitments grounded in our AWS-managed infrastructure (RDS Multi-AZ and ALB).
Uptime objectives
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 10x increased SLA targets reflect the underlying resilience of our cloud-native architecture.
Effective date
March 18, 2026
Last updated
March 18, 2026
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 | 6 Minutes | 24/7 | Full Platform Outage |
| P2 | Major | 24 Minutes | Business Hours | Degraded Performance |
| P3 | Standard | 2.4 Hours | Business Hours | Feature Issues |
| P4 | Low | 4.8 Hours | Business Hours | General Questions |
We target high availability across all plan tiers, backed by multi-AZ data stores and redundant compute clusters.
Our support engineering team responds to requests based on severity to ensure production continuity.
Standard procedures for incident detection, triage, and leadership escalation are followed for all P1 events.