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
Uptime commitments apply to hosted web and API components, including account and backend Vault requests, subject to this SLA's coverage and exclusions. Selected-file scanning and PII detection run locally in your browser, but the current web app requires internet access to load its resources and use sign-in, subscription validation, and service requests. Vault records are backend-stored; loading, saving, and deleting them require an internet connection. We do not promise offline web-app or offline Vault access.
Contact
SLA credit requests and uptime inquiries: support@prismcybercore.com
Software release status
Prism Cyber Core software is pre-release: final testing and release preparation are in progress. No public launch or access date has been announced. Native desktop and mobile packages are not publicly released.
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