Legal
Service Level Agreement
Our commitment to reliability and performance
Basic
99.5%
Monthly Uptime
Professional
99.9%
Monthly Uptime
Enterprise
99.99%
Monthly Uptime
Uptime Commitment
PROTECTUS guarantees the following monthly uptime percentages based on your subscription tier. Uptime is calculated as the percentage of time the API is available and responding to requests within acceptable latency thresholds.
| Uptime | Max Monthly Downtime |
|---|---|
| 99.5% | 3 hours 36 minutes |
| 99.9% | 43 minutes 12 seconds |
| 99.99% | 4 minutes 19 seconds |
Response Time
We guarantee the following response times for API requests:
- Average response time: <10ms
- 95th percentile: <25ms
- 99th percentile: <50ms
Service Credits
If we fail to meet our SLA commitments, you are entitled to service credits:
| Monthly Uptime | Credit |
|---|---|
| <99.9% but >99.0% | 10% of monthly fee |
| <99.0% but >95.0% | 25% of monthly fee |
| <95.0% | 50% of monthly fee |
Support Response Times
| Plan | Critical | High | Normal |
|---|---|---|---|
| Basic | 4 hours | 12 hours | 48 hours |
| Professional | 1 hour | 4 hours | 24 hours |
| Enterprise | 15 minutes | 1 hour | 4 hours |
Exclusions
The SLA does not apply to: scheduled maintenance (announced 72 hours in advance), force majeure events, issues caused by customer integration errors, or abuse of the service that triggers rate limiting.