| Support Level | Availability Target | Support Coverage | Critical Issue Response Time | Customer Success Manager | Monthly API Request CAP | Max API Rate (per min) |
|---|---|---|---|---|---|---|
| Standard | 98.9% | Business Hours (Monday-Friday) | 6 Business Hours | Not Included | 2,500 | 150 |
| Professional | 99.7% | 24×7 | 1 Hour | Optional Add-On | 5,000 | 500 |
| Enterprise | 99.95% | 24×7 with Priority Routing | 15 Minutes | Included | 7,500 | 1000 |
Service Level Agreement
This Service Level Agreement ("SLA") is an integral part of the agreement governing the use of the Encryption Consulting LLC services ("Agreement" and "Service" respectively). Terms used herein, however not defined, shall have the same meaning as defined in the Agreement.
Last Updated: January 2nd, 2025
To the extent the Encryption Consulting LLC Services are purchased through an authorized partner or reseller (“Reseller”), all or any portion of the support services may be provided by the Reseller.
Definitions
- “Availability” – the availability percentage commitment is set forth in the table below, and is calculated, for each 5-minute interval, as the percentage of Requests processed by Encryption Consulting LLC that do not fail with Incident. If a Request was not made within a given 5-minute interval, that interval is assumed to be 100% available. Encryption Consulting LLC performs availability measurements on a per-service / use-case basis.
- “Customer” means the entity or person (other than a Reseller) placing an order for, or accessing the Encryption Consulting LLC Services.
- “Downtime” means lack of Availability.
- “Incident” means (i) any single event; or (ii) any set of events, that result in Downtime.
- “Monthly Uptime Percentage” is calculated, for each given Encryption Consulting LLC region, as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.
- “Planned Downtime” means any planned infrastructure maintenance, which might cause Downtime.
- “Request” means a customer-initiated action of a type specifically listed as being supported by Encryption Consulting LLC in the documentation publicly available on its website.
- “Service Credit” means a dollar credit, calculated as set forth below, that Encryption Consulting LLC may credit back to an eligible account to offset from future payments only.
Support channels and escalation procedure
Depending on your SLA Tier provided below, our support channels are available 24 hours per day, 7 days a week, 365 days a year.
- Email support: Our support team can be contacted at: [email protected]. Please make sure to contact us via your registered email with us.
- Open a ticket: Submit requests by dropping an email at [email protected]
- The Bug Bounty Program: Bugs or vulnerabilities can be reported through the Bug Bounty Program available on our site.
- Online chat available through the website: www.encryptionconsulting.com
- Escalation procedure: If your Request has not been resolved according to this SLA, or requires expedited resolution, escalate via [email protected].
Service commitment
At Encryption Consulting LLC, we aim to deliver consistent and resilient service performance. Our service availability targets are aligned with each support level. If we fail to meet these targets within a given calendar month, customers may qualify for service credits, subject to the terms outlined below.
Service credits
If the monthly service uptime falls below the target listed for a customer’s support level, Encryption Consulting LLC will provide a service credit as a percentage of the monthly subscription fee for the affected service instance.
| Monthly Uptime Range | Applicable Credit |
|---|---|
| 99.0% to < 99.7% | 10% of monthly fee |
| 95.0% to < 99.0% | 20% of monthly fee |
| Below 95.0% | 35% of monthly fee |
How to Request a Credit:
- Submit a credit request within 30 days of the month in which the incident occurred.
- Include: customer ID, impacted period, service logs (if available), and a brief incident summary.
- Credits will be applied to the next billing cycle and cannot be converted to cash or transferred.
- Credits are capped at the amount paid for the affected month.
- This credit is the sole and exclusive remedy for failure to meet service availability targets.
Encryption Consulting LLC will review each request individually and issue credits at its discretion based on evidence and impact.
Claim Requirements:
- Incident description
- Downtime time and duration
- Number/location of affected users
- Resolution attempts
- Request logs (excluding confidential data)
- Claims will be processed within 45 days. The maximum Credit in a month shall not exceed 100% of the monthly invoice amount for the affected Service.
Exclusions
This SLA and service levels do not apply to Downtime caused by:
- Planned Downtime with ≥48 hours prior notice.
- Force Majeure events beyond reasonable control (natural disasters, war, terrorism, etc.)
- Third-party issues, unauthorized access, or use in violation of the Agreement.
- DDoS attacks or other unlawful activities.
- Evaluation or Trial Services.
Changes to this SLA
Encryption Consulting LLC may modify this SLA at any time. If changes materially decrease service levels, Customers will be notified via the website, their Account, the platform, or email.