Cyber Crucible guarantees a service availability of 99.9%, calculated monthly, exclusive of scheduled maintenance. Furthermore, any service interruptions resulting from third-party connectivity failures, utility outages, or any other causes beyond the reasonable control of Cyber Crucible shall be exempt from this availability metric.
In the event of a failure to meet the stated service availability, the customer's sole recourse and the complete liability of Cyber Crucible shall be limited to providing the customer a downtime credit equivalent to 2% of the monthly service fees for each instance of breach. A breach is hereby defined as a continuous period of sixty (60) minutes of service unavailability. The accrual of downtime shall commence immediately upon the customer's notification to Cyber Crucible of service interruption and shall continue until service restoration.
To qualify for a downtime credit, the customer is required to notify Cyber Crucible of service unavailability within twenty-four (24) hours of the incident by submitting a help desk ticket. Failure to adhere to this notification requirement will result in the forfeiture of the right to receive downtime credit. Such credits are non-redeemable for cash and shall not exceed the equivalent of one (1) week of service fees within any given calendar month. Obstruction of data communications to Cyber Crucible's server infrastructure caused by non-Cyber Crucible software or infrastructure, including but not limited to firewalls, shall not be considered a failure to provide adequate service under the terms of this Service Level Agreement.
Timelines calculated from initial Support Ticket entry into the support system
| Severity | Description | Standard |
|---|---|---|
| SEV1 (Critical) | Cyber Crucible Service is down or is critically affecting the customer production environment. No solution or workaround available yet. | ≤ 2 hours |
| SEV2 (Major) | Cyber Crucible Service is impaired in a manner which limits protection or response; customer production environment is minimally impacted. No solution or workaround available yet. | ≤ 4 hours |
| SEV3 (Minor) | Cyber Crucible Service is impaired in a manner which does not affect protection or response; customer production environment is not affected. A solution is pending or a workaround is available. | ≤ 12 hours |
| SEV4 (Minor) | Non-critical issue or enhancement that does not impact Cyber Crucible Service or the customer production environment. Feature request, information request, documentation clarification, or product enhancements requested from the customer. | ≤ 48 hours |