Cryptera Service Level Agreement (SLA)
Effective Date: February 2025
At Cryptera, we strive to deliver exceptional service reliability and performance. This Service Level Agreement (“SLA”) outlines our service availability commitment, remedies for service interruptions, and how we support our customers. This SLA forms part of the Terms of Service and applies to all Crypteras customers.
1. Service Availability Commitment
Cryptera guarantees a monthly service uptime of 99.9%. If we fail to meet this commitment, you may be eligible for service credits as described in Section 2.
1.1. Definitions
Service Uptime: The percentage of total minutes in a given month during which our core services are available to you.
Service Downtime: Any period during which the core service is unavailable, excluding scheduled maintenance, events beyond our control, or customer actions.
1.2. Calculation
The Monthly Uptime Percentage is calculated as:
(Total Minutes in a Month−Downtime Minutes)
—————————————————————————— ×100
(Total Minutes in a Month)
2. Service Credits
If our monthly uptime percentage falls below 99.9%, you can request a service credit based on the following schedule:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of the monthly fee |
| < 99.0% but ≥ 95.0% | 25% of the monthly fee |
| < 95.0% | 50% of the monthly fee |
2.1. Requesting Service Credits
To claim a service credit, submit a request within 30 days of the incident. Your request must include:
A description of the incident
The dates and duration of the service interruption
Service credits are issued against future invoices and cannot be exchanged for cash.
3. Exceptions
Our uptime guarantee does not cover:
Planned maintenance with prior notification
Force majeure events (e.g., natural disasters, power grid failures)
Network or service issues outside of Cryptera’s control
Misuse of the service or unauthorized configurations by the customer
4. Support and Incident Response
Cryptera provides two levels of customer support to ensure fast resolution of service-related issues:
Standard Support: Monday–Friday, business hours, email support
Response times vary based on your support plan. Contact our support team for details on upgrade options.
5. SLA Updates
Cryptera reserves the right to modify this SLA with 30 days’ notice. Updated terms will be published on our website.
6. Contact Us
For questions or support, please reach out to us at support@cryptera-device-security.com.