Service Level Agreement
Last updated: 2026-10-09
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
- Daily backups of the Cloud database, encrypted, kept for 14 days
- A restore from a backup has been tested.
- Recovery is to the most recent daily backup. There is no continuous archive, so the recovery point is the last backup, not an arbitrary moment, and up to 24 hours of data can be lost.
- Recovery Point Objective (RPO): 24 hours
5. Exclusions
The following are excluded from uptime calculations and from the service level targets:
- 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