Service Level Agreement

Last updated: June 7, 2026 - Governing law: State of Georgia, USA

This SLA describes uptime commitments, alert delivery targets, and support response times by subscription tier. Credits for downtime below SLA thresholds are the sole remedy for service unavailability.

Uptime Commitments

Tier	Monthly Uptime SLA	Max Allowed Downtime
Free	No SLA -- best effort	N/A
Standard	99.5%	~3.6 hours/month
Professional	99.5%	~3.6 hours/month
API	99.5%	~3.6 hours/month
Enterprise	99.9%	~43 minutes/month
MSSP	99.9%	~43 minutes/month

Uptime Calculation

Uptime percentage = (total minutes - downtime minutes) / total minutes x 100

The following are excluded from downtime calculations:

Scheduled maintenance with 48 hours advance email notice
Cloudflare network incidents (outside our infrastructure)
Customer-caused outages (including misconfigured API clients)
Force majeure events (natural disasters, government action, etc.)

Alert Delivery Target

Target: KEV entry to immediate alert delivered within 15 minutes of the engine run cycle.

The alert engine runs every 15 minutes via systemd timer. Immediate alerts for KEV matches are processed on the next cycle after the CVE data is ingested. Measured as a monthly average across all successful alert deliveries.

Alert delivery is dependent on email infrastructure (Resend) and webhook endpoint availability. Failures caused by recipient mail server rejections or unreachable webhook endpoints are not counted as SLA violations.

Support Response Times

Tier	Support Channel	Response Time
Free	Documentation only	N/A
Standard	Email	2 business days
Professional	Email	8 business hours
API	Email	8 business hours
Enterprise	Email + dedicated Slack channel	2 business hours
MSSP	Email + dedicated Slack channel	2 business hours

Business hours: Monday - Friday, 9am - 6pm Eastern Time, excluding US federal holidays.

Service Credits

If monthly uptime falls below the SLA threshold for your tier:

Credit of 10% of your monthly fee per full percentage point below the SLA threshold
Credits applied to the next invoice -- no cash refunds
Maximum credit: 30% of monthly fee per incident
Credits are the sole and exclusive remedy for downtime

To request a credit: email [email protected] within 30 days of the incident with documentation of the downtime period and impact. We will review and respond within 5 business days.

Contact

CITED Relevance LLC
Jefferson, Georgia
[email protected]