Service Level Agreement
What we commit to, how we measure it, and what you get if we miss. This SLA forms part of your Subscription Agreement.
1. The commitment
| Tier | Monthly uptime commitment |
|---|---|
| Basic, Core, Professional | 99.5% — approximately 3 hours 39 minutes of unavailability per month |
| Business | 99.9% — approximately 43 minutes of unavailability per month |
| Enterprise | 99.9%, with a bespoke commitment available on request |
We would rather publish a commitment we can meet than a number that looks impressive. 99.99% is 4 minutes 23 seconds of downtime a month. Very few companies of any size actually deliver that, and most who advertise it quietly exclude enough from the definition of "downtime" to make it meaningless. We are not going to do that. If we can sustain a higher number, we will raise it here, and we will do it with evidence.
2. What counts as the Service
"The Service" means the AIRM application at portal.sabikisecurity.com and the APIs that serve it. It does not include our marketing website, which carries no commitment.
3. What counts as downtime
Downtime means any period in which the Service is not available to you and it is our fault. We measure it in whole minutes, from the moment we detect it or you tell us, to the moment it is restored.
It is not downtime if the cause is:
- Scheduled maintenance, notified to you at least 48 hours in advance, in a window we will keep as short and as unsocial as we can. We will not schedule more than 4 hours in any calendar month.
- Emergency maintenance to close a security vulnerability. We will tell you as soon as we can, and we will not use this as a loophole.
- A failure at Microsoft. If the Graph API is down, AIRM cannot read your tenant. That is not a fault in our service and we cannot fix it.
- Your own network, tenant configuration, or revocation of our consent.
- Force majeure, in the ordinary legal sense.
4. How we measure it
We measure availability from external monitoring, checked at least every minute, from more than one region. We will show you the data. If you dispute a month's figure, ask, and we will send you the raw monitoring output for that month. We are not going to ask you to take our word for it, since the whole product is built on the opposite principle.
5. What you get if we miss
| Monthly uptime achieved | Service credit |
|---|---|
| Below the commitment, but at or above 99.0% | 10% of that month's fee for the affected tenant |
| Below 99.0%, but at or above 95.0% | 25% of that month's fee for the affected tenant |
| Below 95.0% | 50% of that month's fee for the affected tenant |
| Below 95.0% in three consecutive months | You may terminate immediately, and we will refund the unused portion of any prepaid fee |
To claim a credit, email support@sabikisecurity.com within 30 days of the end of the affected month. Credits are applied against your next invoice. Service credits are your sole financial remedy for a missed uptime commitment, except for the termination right above.
6. Support response
| Severity | Meaning | First response |
|---|---|---|
| P1 | The Service is down, or a security incident is in progress | 2 hours, 24×7 |
| P2 | A major function is broken, no workaround | 1 business day |
| P3 | A function is degraded, or there is a workaround | 2 business days |
| P4 | A question, or a feature request | 5 business days |
Business hours are 09:00 to 18:00 Singapore time, Monday to Friday, excluding Singapore public holidays. P1 is answered around the clock.
7. Changes
We may change this SLA, but not to your detriment during a term you have already paid for. If we improve it, it applies immediately.
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