This Service Level Agreement ("SLA") describes the service level commitments that TitanGuard Inc. provides to customers who have purchased TitanGuard services. This SLA forms part of the agreement between you and TitanGuard.
1. Service Availability Commitment
TitanGuard is committed to providing a monthly uptime percentage of at least 99.9% for the TitanGuard service ("Service Availability Commitment").
"Monthly Uptime Percentage" is calculated as:
(Total minutes in a month - Downtime) / Total minutes in a month × 100
"Downtime" is defined as the total accumulated minutes during a month where the core services of TitanGuard are unavailable. Downtime does not include:
- Scheduled maintenance windows
- Emergency maintenance
- Factors outside TitanGuard's reasonable control, including force majeure events
- Failures in customer's infrastructure or connectivity
- Actions or inactions by you or your authorized users
- Your equipment, software, or other technology
2. Service Credit Policy
If we fail to meet the Service Availability Commitment in a given month, you may be eligible to receive a Service Credit.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% of monthly service fees |
| Less than 99.0% but greater than or equal to 95.0% | 25% of monthly service fees |
| Less than 95.0% | 50% of monthly service fees |
3. Response Time Commitments
TitanGuard is committed to responding to support requests and incident reports within the following timeframes, based on severity:
| Severity Level | Description | Initial Response Time |
|---|---|---|
| Critical (P1) | Service is completely unavailable or severely impacted, affecting business operations | 30 minutes |
| High (P2) | Significant impact on service functionality, but operations can continue in a restricted manner | 2 hours |
| Medium (P3) | Partial non-critical functionality loss; performance issues | 8 hours |
| Low (P4) | General questions, feature requests, or documentation issues | 24 hours |
Response times are measured during the support hours for your subscription plan:
- Basic Plan: Business hours (9am-5pm EST, Monday-Friday)
- Pro Plan: Extended hours (8am-8pm EST, Monday-Saturday)
- Enterprise Plan: 24/7/365
4. Security & Compliance
TitanGuard commits to maintaining the following security standards:
- Encryption of all data in transit using TLS 1.2 or higher
- Regular security assessments and penetration testing
- Secure access controls and authentication mechanisms
- Compliance with relevant security standards and regulations
- Prompt notification of security incidents affecting your data
5. Backup & Disaster Recovery
For configuration data and security rules, TitanGuard maintains:
- Hourly incremental backups
- Daily full backups, retained for 30 days
- Geo-redundant storage across multiple data centers
- Recovery Point Objective (RPO) of 1 hour
- Recovery Time Objective (RTO) of 4 hours for normal operations
6. Requesting Service Credits
To receive a Service Credit, you must submit a claim by sending an email to support@titanguard.com within 30 days following the month in which the downtime occurred. Your email must include:
- A subject line that clearly indicates "SLA Credit Request"
- Your account information and contact details
- The dates and times of each incident of downtime that you are claiming
- Logs or other evidence that documents the errors and corroborates your claimed outage
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Availability Commitment, we will issue the Service Credit to you within one billing cycle following the month in which your request is approved.
7. SLA Limitations
This SLA and any applicable Service Credits provide your sole and exclusive remedy for any failure by TitanGuard to meet the service commitments outlined in this document.
Service Credits:
- Will be calculated as a percentage of the total charges paid by you for the applicable service during the month in which the downtime occurred
- May not be exchanged for, or converted to, monetary amounts
- Will only be applied against future payments for the service
- Will expire if your account is closed
- Cannot exceed 100% of your monthly service fee in any given month
8. SLA Changes
TitanGuard reserves the right to change this SLA with 30 days' prior notice. Such changes will become effective upon notice to customers through email or posting on the TitanGuard website.
9. Contact Information
For questions about this SLA or to report issues regarding service availability, please contact our support team:
Email: support@titanguard.com
Phone: +370 691 985 40