Service Level Agreement (SLA)
This SLA outlines the service levels for the Custodia Live Badge and Fractional CISO support services.
1. Service Availability (Uptime)
Live Badge API: We guarantee that the Live Verification Badge service will be available 99.9% of the time during any monthly billing cycle.
- Formula: Uptime = (Total Minutes - Downtime Minutes) / Total Minutes.
- Exclusions: Scheduled maintenance containing prior notice, force majeure events, or issues with Client's own website hosting.
2. Support Response Times
For clients with an active CMMC Fortress subscription, we commit to the following response times for support inquiries submitted via the portal or email:
| Severity | Definition | Target Response |
|---|---|---|
| Critical / Security Incident | Suspected breach, Badge serving malware, or Critical Vulnerability report. | 4 Hours (24/7) |
| Standard Support | General compliance questions, badge integration help. | 1 Business Day |
| Billing / Admin | Invoice copies, subscription changes. | 2 Business Days |
3. Scanning Schedule
External Vulnerability Scans are initiated automatically on the 1st day of each month. Reports are typically available within 24 hours of scan initiation.
4. Service Credits
If we fail to meet the Badge Availability guarantee, you may be eligible for a service credit of 10% of your monthly fee for each percentage point below the target, capped at 50% of the monthly fee.