Service Level Agreement (SLA)
1. Scope of Support
An active M&S subscription entitles you to:
| Included | Description |
|---|---|
| Threat-Intelligence Stream | Weekly curated threat-feed push; critical-alert notifications ad-hoc within 24 h of discovery. |
| Major Build Access | All major-version releases (e.g. v3.x) published during the subscription period. |
| Patch Releases | All patch releases (same major version) are provided free to all perpetual-licence holders, regardless of M&S status. |
| Technical Support | Ticket-based support via the secure portal and encrypted email channel. |
| Priority Hotline | Enterprise tier only — dedicated phone/encrypted-channel priority line. |
2. Response-Time Targets
| Severity | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| SEV-1 | Production outage; encryption/decryption completely inoperative | 4 business hours | 1 business day |
| SEV-2 | Core functionality severely degraded; workaround available | 1 business day | 3 business days |
| SEV-3 | Non-critical issue; functionality partially affected | 2 business days | 10 business days |
| SEV-4 | General inquiry, feature request, or documentation question | 5 business days | Best effort |
Business hours: Monday–Friday 09:00–17:00 Central Time, excluding statutory holidays.
3. Version Control Policy — Patch vs. Upgrade
| Release Type | Version Scheme | Cost | Examples |
|---|---|---|---|
| Patch Release | Same major version (x.Y.Z → x.Y+1.Z or x.Y.Z+1) | Free — all perpetual-licence holders | v2.0.1, v2.1.0, v2.1.5 |
| Major Upgrade | New major version (x.Y.Z → x+1.0.0) | Paid — reduced upgrade price for existing holders | v3.0.0, v4.0.0 |
A patch release contains security fixes, bug corrections, and minor enhancements that do not alter the public API or core encryption protocol.
A major upgrade introduces architectural changes, new modules, or breaking changes to the encryption protocol. Active M&S subscribers receive major upgrades at no additional charge during their subscription period.
4. Maintenance Windows
Scheduled maintenance is performed during low-traffic windows:
- Standard: Saturdays 02:00–04:00 UTC
- Emergency: As required; 2-hour advance notice via the threat-intel stream.
5. Exclusions
This SLA does not apply to:
- Issues caused by customer-modified software or hardware configurations.
- Third-party systems or network infrastructure outside SQRDin's control.
- Core logic functionality after M&S subscription expiry (perpetual core use is unaffected).
- Beta, preview, or developer-release builds.
6. Credits
If SQRDin fails to meet a SEV-1 or SEV-2 response target in a given calendar month, the affected customer is entitled to a 5 % credit against the next M&S renewal, up to a maximum of 30 % per month. Credits are the sole remedy for SLA misses.