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Service Level Agreement (SLA)
This document defines the guaranteed levels of availability, performance, and support for the Spectorn platform.
Effective: 2026-03-24 · v1.0
1. Platform Availability
| Metric | Free | Starter | Pro | Enterprise |
|---|---|---|---|---|
| Uptime | - | 99.5% | 99.9% | 99.95% |
| Max downtime / mo | - | ~3h 39m | ~43m | ~22m |
| Downtime credit | - | 10% | 25% | 50% |
2. Response Times
| Metric | Free | Starter | Pro | Enterprise |
|---|---|---|---|---|
| API latency (p95) | <5ms | <2ms | <1ms | <1ms |
| Support - CRITICAL | - | 4h | 1h | 15min |
| Support - HIGH | - | 8h | 4h | 1h |
| Support - MEDIUM | - | 24h | 8h | 4h |
| Support - LOW | - | 72h | 24h | 8h |
3. Incident Severity
CRITICALFull platform outage or data breach
HIGHCore features unavailable (scanning, SOC)
MEDIUMPartial degradation (increased latency, UI errors)
LOWCosmetic bugs, feature requests
4. Exclusions
- Scheduled maintenance (48h advance notice)
- Force majeure (natural disasters, sanctions, DDoS attacks)
- Cloud provider issues (Cloudflare, AWS)
- API abuse (exceeding limits, scraping)
- Free tier (best-effort, no guarantees)
5. Service Credits
If SLA is breached, the customer receives a credit for the next billing cycle:
| Availability | Credit |
|---|---|
| 99.0% - 99.5% | 10% |
| 95.0% - 99.0% | 25% |
| < 95.0% | 50% |
6. Contact
Support:support@spectorn.pro
Security:security@spectorn.pro