Service Level Agreement

This Service Level Agreement ("SLA") applies to Sentinel Shield subscriptions. Enterprise plans may be governed by a custom MSA that takes precedence where it differs.

1. Uptime commitment

We aim for a monthly uptime of 99.5% for the production Service. "Uptime" excludes scheduled maintenance windows and issues caused by factors outside our reasonable control (such as third-party outages or customer-side problems). You can check live status on our Status page.

2. Service credits

If monthly uptime falls below 99.5% in a given calendar month, eligible customers may request a service credit equal to 5% of the monthly fee for each full 24-hour period of downtime beyond the 99.5% commitment, up to a maximum of one month's fee. To claim a credit, contact sentinelshield-help@mail.uk within 30 days of the affected month. Credits are applied to future billing and are not paid out as cash.

3. Support response times

Support is provided by email. Our target first-response times by plan are:

• Solo: within 2 business days.
• Starter: within 1 business day.
• Professional: within 4 business hours.
• Enterprise: per the customer's MSA.

These are targets for a first response, not guarantees. Severity and resolution times depend on the nature of the issue.

4. Scheduled maintenance

We may carry out scheduled maintenance that affects the Service. Where practical we will give at least 72 hours' notice via the Status page or email. Downtime during a published scheduled maintenance window does not count towards the uptime commitment or service credits.

5. Exclusions

This SLA does not apply to downtime caused by your configuration, misuse, or failure to meet prerequisites; issues with third-party services or networks; force majeure events; or any period where you are in breach of the Acceptable Use Policy.

6. Contact

Questions about this SLA or to report downtime, email sentinelshield-help@mail.uk.