Service Level Agreement
Our commitments to service availability, response times, and support coverage for managed security clients.
| Service Tier | Response Time | Uptime Target | Support Hours |
|---|---|---|---|
| Standard | Within 24 hours | 99.5% | Business hours (Sat–Thu, 9am–6pm) |
| Priority | Within 4 hours | 99.9% | Extended hours + weekend coverage |
| Enterprise | Within 1 hour | 99.95% | 24/7 dedicated support |
Definitions
- Response Time: The time from ticket creation to initial acknowledgment by our team.
- Uptime: The percentage of time our managed monitoring and alerting services are operational.
- Business Hours: Saturday through Thursday, 9:00 AM to 6:00 PM Bangladesh Standard Time (BST).
Exclusions
The SLA does not cover downtime caused by force majeure, client-side infrastructure failures, third-party service outages, or scheduled maintenance windows communicated in advance.
Credits
If UMBRELLA fails to meet the agreed uptime target in a given billing month, affected clients may be eligible for service credits as detailed in their specific service contract.