Service Level Agreement

Platform Uptime

SentinelCloud commits to 99.9% platform uptime, measured monthly. This equates to less than 43 minutes of unplanned downtime per month. Uptime is calculated as:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Monitoring & Alerting

Our monitoring agent scans your network every 5 minutes. When a device goes offline:

• Status is updated in your portal within 5 minutes
• Email alert is sent to you and your client within 5 minutes
• Device remains marked offline until it responds again
• Recovery alert is sent when device comes back online

Support Response Times

• Critical issues (platform down) — Response within 1 hour
• High priority (major feature broken) — Response within 4 hours
• Normal priority (general questions) — Response within 24 hours
• Low priority (feature requests) — Response within 72 hours

Scheduled Maintenance

Scheduled maintenance windows are:

• Announced at least 48 hours in advance via email
• Typically performed between 2:00 AM – 4:00 AM EST
• Usually completed in under 30 minutes
• Scheduled maintenance does not count toward downtime calculations

SLA Credits

If we fail to meet the 99.9% uptime commitment in a given month, you are eligible for service credits:

• 99.0% – 99.9% uptime → 10% credit of monthly fee
• 95.0% – 99.0% uptime → 25% credit of monthly fee
• Below 95.0% uptime → 50% credit of monthly fee

Credits are applied to the next billing cycle. To claim a credit, contact us within 30 days of the incident.

Exclusions

SLA commitments do not apply to downtime caused by:

• Your network, internet connection, or devices
• Third-party service failures (internet outages, etc.)
• Scheduled maintenance windows
• Force majeure events (natural disasters, etc.)
• Actions taken by you or your users

Contact

To report an SLA breach or claim a credit:
📧 support@sentinelcloud.org