Prism Cyber Core Service Level Agreement
The Service Level Agreement describes availability targets, maintenance windows, incident response, scope limitations, and remedies for covered service commitments.
Uptime Target & Availability
Prism Cyber Core targets a 99.9% operational uptime threshold for all premium Small Business and Enterprise cloud-hosted utility tiers, calculated over any given monthly billing cycle.
Uptime metrics explicitly exclude scheduled maintenance windows, emergency security patching, force majeure events, or upstream hosting outages outside our direct architectural control. Personal / Individual tier availability is provided on a best-efforts basis.
Maintenance Windows
Routine system maintenance, performance optimisations, and infrastructure upgrades are performed during off-peak periods — typically Sundays between 02:00 UTC and 06:00 UTC.
Users will receive in-app notifications or email alerts at least 24 hours prior to any scheduled operational downtime exceeding 15 continuous minutes.
Remedies & Service Credits
For enterprise contract holders, if service availability falls below the 99.9% target within a specific billing cycle, clients may request a prorated service credit to be applied to their next scheduled subscription renewal, subject to verification against our system logging infrastructure.
Small Business plan holders may request a prorated credit for outages exceeding 4 cumulative hours within a single billing cycle, subject to the same verification process.
Incident Response
Incidents are classified as Critical (full service unavailability), Major (degraded performance affecting core functionality), or Minor (isolated feature degradation). Critical incidents trigger immediate engineering response.
Status updates for Critical and Major incidents are published in-app and via email. Post-incident reports are provided within 5 business days for Critical incidents affecting Enterprise accounts.
Scope Limitations
This SLA applies exclusively to cloud-hosted service components. Local on-device scanning, offline vault access, and browser-based PII detection are not subject to uptime commitments as they operate independently of Prism Cyber Core's cloud infrastructure.
Contact
SLA credit requests and uptime inquiries: enterprise@prismcybercore.com