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Service Level Agreement
Experience unparalleled commitment to uptime and resolution times with our robust Service Level Agreement.
Service Level Agreement (SLA)
1. Availability
Secure Blink Tech Pvt. Ltd. (referred to as "Secure Blink") is committed to maintaining a high level of service availability for its customers. Secure Blink will make all reasonable efforts to ensure that its services are available at least 99.9% of the time during each calendar month. Secure Blink will provide monthly reports of the availability statistics for the Services within ten (10) days after the end of each calendar month. For the purposes of this SLA, “Availability” means the ability of customers to access and use Secure Blink services. Availability is calculated by subtracting from 100% the total downtime experienced by customers during the applicable calendar month, excluding any periods of scheduled maintenance or SLA Exclusions (defined below).
2. SLA Exclusions
- Force majeure events, natural disasters, or acts of terrorism;
- Internet access or related problems beyond Secure Blink's network;
- Actions or inactions of the customer;
- Customer's equipment, software, or third-party services.
3. Priority Levels
| Priority Level | Problem Classification | Description |
|---|---|---|
| 1 | Critical | Services are completely unavailable, or performance is severely degraded, rendering them unusable. |
| 2 | High | Major functionality of the Services is impaired, significantly affecting usability for a large number of users. |
| 3 | Medium | Moderate impact on Services functionality, affecting a limited number of users or functions. |
| 4 | Low | Minor issues or inquiries that do not significantly impact Services functionality. |
4. Response and Resolution Time
| Priority Level | Initial Response Time | Resolution Time | Status Updates |
|---|---|---|---|
| Critical | 1 hour | 4 hours | Every 30 minutes |
| High | 2 hours | 12 hours | Every 2 hours |
| Medium | 4 hours | Next scheduled release | Every 24 hours |
| Low | 12 hours | Best effort | Every 72 hours |
Definitions:
- Initial Response Time: The time taken by Secure Blink from acknowledging the reported issue to providing an initial response to the customer.
- Resolution Time: The time taken by Secure Blink to fully resolve the reported issue or provide a workaround.
- Status Updates: Frequency of updates provided to the customer regarding the status of the reported issue.
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Secure Blink automates the application and API security testing for developers and security teams, helping them to rapidly identify and mitigate vulnerabilities more effectively than they can today.
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