Service Level Agreement (SLA)

Last updated: August 17, 2026

1. Scope

This Service Level Agreement ("SLA") applies to all paid BlueSentinel subscriptions and defines our commitments for support response times, software updates, and issue resolution. This SLA is part of and subject to the Terms of Service.

Note: For SaaS customers, BlueSentinel manages the central server infrastructure with 99.9% uptime target. For self-hosted Enterprise deployments, infrastructure availability is the responsibility of the Customer. This SLA covers platform availability (SaaS), software support, and updates.

2. Support Response Times

SeverityDefinitionStarterBusinessEnterprise
P1 — CriticalService completely down, data loss risk, security breach24 hours4 hours1 hour
P2 — HighMajor feature broken, guards not functioning, no workaround48 hours8 hours4 hours
P3 — MediumFeature partially impaired, workaround available72 hours24 hours8 hours
P4 — LowMinor issue, cosmetic, feature request5 business days3 business days1 business day

3. Support Channels

ChannelStarterBusinessEnterprise
Email SupportYesYesYes
Phone Support—Business hours24/7
Dedicated Account Manager——Yes
Onboarding AssistanceDocumentationGuided setup callFull onboarding program

4. Software Updates

  • Security patches: Released within 72 hours of discovery for critical vulnerabilities
  • Bug fixes: Included in monthly patch releases
  • Feature updates: Quarterly releases with 30-day advance notice
  • Breaking changes: Minimum 90-day notice with migration documentation
  • All updates include release notes, upgrade instructions, and rollback procedures

5. Exclusions

This SLA does not cover:

  • Issues caused by customer's infrastructure, network, or configuration
  • Third-party software or hardware failures
  • Force majeure events (natural disasters, war, pandemic)
  • Issues arising from unauthorized modifications to the software
  • Free trial accounts or expired subscriptions

6. Contact

For support requests: support@bluesentinel.io