Service Level Agreement (SLA)
Effective Date: [Insert Date]
1. Purpose
This Service Level Agreement (“SLA”) defines the service standards, availability commitments, response times, and responsibilities of Arch Safeguard (“Service Provider”) in delivering cybersecurity services and licensed security products to its clients.
2. Scope of Services
- Endpoint protection and antivirus solutions
- Cybersecurity monitoring and threat detection
- Security assessments and vulnerability audits
- Incident response coordination
- Consulting and advisory services
Services may vary depending on the selected subscription plan.
3. Service Availability
Arch Safeguard targets 99.5% service availability per calendar month for managed security services, excluding scheduled maintenance and events beyond reasonable control.
4. Support Hours
| Service Tier | Support Availability |
|---|---|
| Standard | Business Hours (Mon–Fri) |
| Professional | 24/7 Monitoring & Support |
| Enterprise | 24/7 Dedicated Support |
5. Incident Severity & Response Times
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Active breach or outage | Within 1 hour |
| High | Confirmed threat | Within 4 hours |
| Medium | Suspicious activity | Within 12 hours |
| Low | General inquiry | Within 24 hours |
6. Client Responsibilities
- Provide accurate and timely information
- Maintain supported systems and configurations
- Apply recommended security updates
- Follow cybersecurity best practices
7. Exclusions
This SLA does not apply to issues caused by third-party services, customer misconfiguration, force majeure events, or unauthorized system modifications.
8. Limitation of Liability
Arch Safeguard shall not be liable for indirect, incidental, or consequential damages arising from the use or inability to use the services.
9. Modifications
Arch Safeguard reserves the right to update this SLA at any time. Continued use of services constitutes acceptance of the revised terms.
10. Contact
For SLA-related questions, contact us at:
Email: support@archsafeguard.pro