Service Level Agreement
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: email and webhook alerts for a newly published CVE that matches your watchlist or your assets are sent within 15 minutes of the alert engine run in which BreachSpider first processes that CVE.
The alert engine runs every 15 minutes. It alerts on CVEs that BreachSpider first saw in the previous 72 hours. Known-exploited (CISA KEV) status is synced daily; a CVE added to the KEV catalog after BreachSpider first saw it, or any other change to an existing CVE, does not generate an alert, and no alert delivery target applies to it. 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 | 2 business days | |
| Professional | 8 business hours | |
| API | 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
Contact
CITED Relevance LLC
Jefferson, Georgia
[email protected]