EFFECTIVE: 1 JANUARY 2026LAST REVIEWED: 20 OCTOBER 2026
Service Level Agreement (SLA)
Platform availability commitments, alert delivery latency targets, and support response times for Business, Pro, and Managed plans.
UK Legal & Commercial Governance Notice: This document is structured in alignment with England & Wales commercial law, UK GDPR, and the Data Protection Act 2018. For custom enterprise or Managed tier amendments, contact legal@hackguardx.com.
Plain-English Summary
- 99.9% monthly uptime target for the HackGuardX web dashboard and alerting engine.
- Defined support response SLAs from 2 business hours on Managed plans.
- Transparent service credit schedule if monthly availability ever falls below target.
1. Platform Availability Commitment (99.9%)
HackGuardX commits to a Monthly Uptime Percentage of at least 99.9% for the HackGuardX Dashboard, Scheduled Scanning Engine, and Webhook/Alerting APIs (excluding scheduled maintenance notified at least 48 hours in advance).
2. Support Response Targets by Tier
Our UK-based engineering and security support team operates Monday to Friday, 08:30–18:00 GMT/BST (with 24/7 critical platform incident monitoring):
- •Managed Tier: < 2 business hours for Priority 1 (Critical finding triage or platform issue); dedicated quarterly analyst review.
- •Pro Tier: < 4 business hours for Priority 1; < 1 business day for general engineering queries.
- •Business & Starter Tiers: < 1 business day for all support and remediation clarification requests.
3. Service Credits
If Monthly Uptime Percentage falls between 99.0% and 99.9%, Customer is eligible for a 10% service credit for that billing month; below 99.0%, a 25% service credit applies.
Questions about this policy or need a counter-signed UK GDPR Data Processing Agreement?