Service Level Agreement
Last updated: 2026-04-02
Applies to the SentriKat Cloud platform (app.sentrikat.com)
About these targets
The targets below reflect our operational goals. They are provided as-is and are not binding uptime guarantees unless a separate, signed service level agreement is in place. Every customer receives the same infrastructure and care.
1. Platform Availability
| Component | Target Uptime | Max Downtime/Month |
|---|---|---|
| Cloud Platform (app.sentrikat.com) | 99.5% | ~3h 39m |
| License Server API | 99.5% | ~3h 39m |
| Customer Portal | 99.5% | ~3h 39m |
| Vulnerability Intelligence Sync | 99% | ~7h 18m |
Uptime is measured monthly, excluding scheduled maintenance windows (announced 48 hours in advance).
2. Support Response Times
| Severity | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical | Service down, data loss, security breach | 1 business day | 2 business days |
| High | Major feature broken, significant impact | 1 business day | 3 business days |
| Medium | Feature degraded, workaround available | 24 hours | 5 business days |
| Low | Minor issue, cosmetic, feature request | 48 hours | Best effort |
All response times are measured in business hours (Monday–Friday, 09:00–18:00 CET).
3. Scheduled Maintenance
- Scheduled maintenance windows are communicated at least 48 hours in advance via email and the status page.
- Maintenance is scheduled during low-traffic periods (typically Saturday 02:00–06:00 CET).
- Scheduled maintenance is excluded from uptime calculations.
- Emergency security patches may be applied without advance notice; affected customers will be notified immediately.
4. Data Durability and Backup
- Automated daily backups with 30-day retention
- Point-in-time recovery capability
- Backups stored in a separate EU data center for disaster recovery
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 24 hours
5. Exclusions
The following are excluded from uptime calculations and SLA commitments:
- Scheduled maintenance windows
- Force majeure events (natural disasters, war, government actions)
- Issues caused by Customer's network, equipment, or software
- Third-party service outages (upstream DNS, vulnerability database APIs)
- Customer-initiated actions that cause service impact
6. On-Premises Deployments
This SLA applies to the SentriKat Cloud platform only. On-premises deployments are operated by the Customer on their own infrastructure. SentriKat provides software support (bug fixes, updates, documentation) but does not guarantee uptime for Customer-managed infrastructure.
7. Service Status
Real-time service status is available at sentrikat.com/status. Subscribe to email notifications for maintenance windows and incident updates at [email protected].
8. Contact
SentriKat Support
Email: [email protected]
Status: sentrikat.com/status