Availability
ThreatCaptain commits to 99.5% Monthly Uptime, measured continuously by our automated monitoring and published at status.threatcaptain.com. Monthly Uptime is the percentage of minutes in a calendar month the Platform is available to your users.
Downtime excludes: scheduled or emergency maintenance; failures of third-party services outside our control (including upstream AI model providers and internet carriers); your own systems, connectivity, or misuse of the Platform; suspensions permitted under your agreement; force majeure; and features identified as beta, preview, or trial.
Maintenance is performed outside business hours where practicable, with advance notice posted to the status page.
Support
| Channel | Availability |
|---|---|
| In-app support panel | 24/7 submission |
| support@threatcaptain.com | 24/7 submission |
| Status page — status.threatcaptain.com | Always on |
Business Hours: 8:00 a.m. – 6:00 p.m. U.S. Eastern, Monday–Friday, excluding U.S. federal holidays.
| Severity | Definition | First Response |
|---|---|---|
| P1 | Platform unavailable for all your users; no workaround | 1 Business Hour (within 4 hours if outside Business Hours) |
| P2 | Core feature materially degraded; no reasonable workaround | 4 Business Hours |
| P3 | Impaired with workaround, or single user affected | 1 business day |
| P4 | Questions and requests | 2 business days |
For P1, First Response means a reply from ThreatCaptain personnel or an active incident posted on the status page, whichever comes first; our monitoring pages an on-call engineer for platform-wide outages at any hour, and we work continuously until service is restored (target: 4 hours from confirmation). For P2–P4, First Response means a reply from ThreatCaptain personnel. Automated ticket confirmations do not count. Restoration targets are objectives, not guarantees.
Service Credits
If Monthly Uptime falls below 99.5%, you may claim a credit of 10% of that month's subscription fee for the affected tenant. Claims must be submitted through the support channels within 30 days of the end of the affected month and are validated against our monitoring records.
Approved credits are applied as an offset against the next invoice — yours if you buy direct, or our next invoice to your distributor (for pass-through) if you bought through one. Credits are not redeemable for cash. Total credits in any month will not exceed 20% of that month's fees, and credits are the sole and exclusive remedy for any failure to meet the availability commitment.
Backup & Recovery
Production data is encrypted in transit and at rest and backed up daily with point-in-time recovery. ThreatCaptain maintains documented recovery procedures for restoring service in the event of a disaster. Production data is not used in non-production environments. Security inquiries: security@threatcaptain.com — see [trust/security page URL] for our security program and SOC 2 status.
Your Responsibilities
Keep admin contact information current, use the Platform per the documentation and applicable fair-use policy, and report incidents through the channels above. Downtime caused by failure to do so is excluded.
Changes
We may update this SLA. Material reductions to the availability commitment, response targets, or credit terms take effect no earlier than 60 days after posting (with email notice to admin contacts). Prior versions are archived at sla.threatcaptain.com/archive; the version in effect at the start of a month governs that month. For agreements referencing this SLA by URL, changes apply as provided in that agreement.