Service Level Agreement
Our service targets for availability, incident response, scanning, and support - final commitments are defined per contract.
Platform Availability
Target availability is 99.9% monthly for the customer portal and SOC platform, measured excluding scheduled maintenance announced at least 48 hours in advance. Specific availability commitments are defined per contract and are best-effort during early access.
Incident Response Times (MDR)
Indicative response targets — Critical: within 60 minutes; High: within 4 business hours; Medium: within 1 business day; Low: within 3 business days, measured from alert generation to analyst acknowledgement. Specific incident-response commitments are defined per contract and are best-effort during early access.
Continuous Monitoring & Scanning
Endpoint, network, and external-surface monitoring run continuously. Scheduled vulnerability scans execute at least every 24 hours per enrolled target.
Support
Email and portal support during business hours for all plans; on-call escalation for Enterprise MDR and IR-retainer customers per the terms of their contract.
Service Credits
Any service-credit eligibility, calculation, and remedies are defined solely in the customer’s order form or Master Services Agreement, where applicable.
Exclusions
SLA commitments exclude force-majeure events, customer-caused outages, and failures of third-party services outside HorizonShield's reasonable control.