Service Level Agreement
Last updated: 2026-04-02
Applies to the SentriKat Cloud platform (app.sentrikat.com)
Early Access Note
During Early Access, SentriKat is provided as-is without formal uptime guarantees. The targets below reflect our operational goals and will become binding commitments when paid plans launch. Early Access users receive the same infrastructure and care as paid users.
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