Service Level Agreements ( SLAs )
SecureAck commits to offer Service Level Agreements ( SLAs ) for all A-Ops paid services.
SecureAck A-Ops SaaS Platform
For A-Ops SaaS platform components excluding customer managed worker nodes SecureAck will use commercially reasonable efforts to ensure a Monthly Uptime percentage of 99.9%. In the event that SecureAck does not meet this SLA, you will be eligible to receive Service Credits as described below.
| Monthly Uptime Percentage | Monthly Service Credits Percentage |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% |
| Less than 99.0% but equal to or greater than 95.0% | 25% |
| Less than 95.0% | 100% |
SecureAck A-Ops Managed Automation as a Service ( MAaaS )
For A-Ops MAaaS platform components excluding customer managed worker nodes SecureAck will use commercially reasonable efforts to ensure a Monthly availability percentage of 99.0%. In the event that SecureAck does not meet this SLA, you will be eligible to receive Service Credits as described below.
| Monthly Availability Percentage | Monthly Service Credits Percentage |
|---|---|
| Less than 99.0% but equal to or greater than 98.0% | 10% |
| Less than 98.0% but equal to or greater than 95.0% | 25% |
| Less than 95.0% but equal to or greater than 90.0% | 50% |
| Less than 90.0% | 100% |
SecureAck Managed A-Ops Integrations
Due to the nature of automation products and their 3rd party integrations from time to time changes are made outside of the control of SecureAck that cause existing integration to break i.e. when a 3rd party removes or changes without warning an API. As a result and due to SecureAck's commitment to provide enterprise class automation services we provide SLAs on all of our in-house written integrations.
For SecureAck managed integrations SecureAck will use commercially reasonable efforts to ensure a Monthly availability percentage of 99.0%. In the event that SecureAck does not meet this SLA, you will be eligible to receive Service Credits as described below.
| Monthly Availability Percentage | Monthly Service Credits Percentage |
|---|---|
| Less than 99.0% but equal to or greater than 98.0% | 10% |
| Less than 98.0% but equal to or greater than 95.0% | 25% |
| Less than 95.0% but equal to or greater than 90.0% | 50% |
| Less than 90.0% | 100% |
Due to the nature of integrations it is not possible in all instances for SecureAck to proactively detect failure and therefore for the purpose of integration SLAs availability measurement is from the time the issue is reported to support@secureack.com
SecureAck A-Ops Support Services
SecureAck support services apply to all SecureAck commercial offerings and outline the expected support response times when you contact SecureAck support.
All support offerings are provided around the clock 24 hours a day, 365 days a year.
Premium
Customers with premium support can expect
| Service / Priority | Target Response |
|---|---|
| Technical Enquires | Within 4 Hours |
| Service Availability | within 1 Hour |
| Account Queries | within 24 Hours |
Standard
Customers with standard support can expect
| Service / Priority | Target Response |
|---|---|
| Technical Enquires | Within 24 Hours |
| Service Availability | within 8 Hours |
| Account Queries | within 24 Hours |