服务等级协议
最后更新：March 2026
This Service Level Agreement ("SLA") is part of the Agreement between MITRITY AB and Customer and describes MITRITY's uptime commitments, support response times, and remedies for the MITRITY Platform.
Capitalized terms not defined herein have the meanings given in the Terms of Service.
1. Definitions
- "Downtime" means any period during which the Service is materially unavailable or materially degraded, as measured by MITRITY's monitoring systems. A period of Downtime begins when MITRITY confirms the issue or when Customer reports it (whichever is earlier) and ends when the Service is restored.
- "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the total minutes of Downtime, divided by the total number of minutes in that calendar month, expressed as a percentage.
- "Scheduled Maintenance" means planned maintenance for which MITRITY has provided at least 48 hours' advance notice via email or through the Service dashboard.
- "Service Credit" means a credit applied to Customer's account, calculated as a percentage of the monthly fees for the affected Service.
2. Uptime Commitment
| Subscription Plan | Monthly Uptime Commitment |
|---|---|
| Starter | Best effort (no SLA guarantee) |
| Professional | 99.9% |
| Enterprise | 99.95% |
MITRITY will use commercially reasonable efforts to meet the uptime commitments specified above for the Control Plane (dashboards, API, policy management, and alerting).
Edge Node availability: The Edge Node operates within Customer's infrastructure. MITRITY is responsible for ensuring the Edge Node software functions correctly when deployed according to MITRITY's documentation. MITRITY is not responsible for Edge Node downtime caused by Customer's infrastructure issues.
3. Exclusions
The following are excluded from Downtime calculations and do not count against the Monthly Uptime Percentage:
(a) Scheduled Maintenance — Planned maintenance windows with at least 48 hours' advance notice, not to exceed 8 hours per calendar month;
(b) Emergency Maintenance — Urgent security patches or critical fixes where delay would pose a material risk. MITRITY will provide as much advance notice as reasonably practicable;
(c) Force Majeure — Events beyond MITRITY's reasonable control, including natural disasters, war, terrorism, pandemics, government actions, power grid failures, widespread internet outages, or failures of underlying cloud infrastructure providers affecting multiple customers;
(d) Customer-Caused Issues — Downtime resulting from Customer's equipment, software, network connectivity, misconfiguration of the Service, or actions taken by Customer or its Authorized Users;
(e) Third-Party Services — Failures of third-party services not under MITRITY's control (e.g., Customer's SIEM systems, Customer's cloud infrastructure);
(f) Abuse or Violations — Downtime resulting from Customer's violation of the Acceptable Use Policy or the Terms of Service;
(g) Beta or Preview Features — Features explicitly labeled as "beta," "preview," or "experimental."
4. Service Credits
If MITRITY fails to meet the Monthly Uptime Commitment for an eligible Subscription Plan, Customer is entitled to Service Credits as follows:
4.1 Service Credit Table — Professional Plan (99.9% commitment)
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.0% to < 99.9% | 10% |
| 95.0% to < 99.0% | 25% |
| 90.0% to < 95.0% | 50% |
| Below 90.0% | 100% |
4.2 Service Credit Table — Enterprise Plan (99.95% commitment)
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.5% to < 99.95% | 10% |
| 99.0% to < 99.5% | 25% |
| 95.0% to < 99.0% | 50% |
| Below 95.0% | 100% |
4.3 Service Credit Conditions
(a) Service Credits are the sole and exclusive remedy for any failure to meet the uptime commitments.
(b) Service Credits are applied to future invoices and are not redeemable for cash.
(c) Service Credits may not exceed 100% of the monthly fees for the affected month.
(d) Customer must request Service Credits within 30 days of the end of the month in which the Downtime occurred, by contacting support@mitrity.com with the dates and times of the claimed Downtime.
(e) MITRITY will verify the claim against its monitoring data and respond within 10 business days.
(f) Service Credits are not cumulative month-to-month. Unused credits from one month do not carry over.
5. Incident Response
5.1 Severity Levels
| Severity | Description | Examples |
|---|---|---|
| Critical (P1) | Service is completely unavailable or a security breach is in progress | Control Plane fully down; data breach detected; authentication system failure |
| High (P2) | Major feature is unavailable or significantly degraded; no workaround | Dashboard inaccessible; API returning errors for all requests; alerting system down |
| Medium (P3) | Feature is partially impaired; workaround available | Slow dashboard performance; intermittent API errors; delayed alert delivery |
| Low (P4) | Minor issue or cosmetic defect; minimal impact on operations | UI display issue; documentation error; feature request |
5.2 Response Times
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical (P1) | Best effort | 1 hour | 15 minutes |
| High (P2) | Best effort | 4 hours | 1 hour |
| Medium (P3) | Best effort | 1 business day | 4 hours |
| Low (P4) | Best effort | 2 business days | 1 business day |
Response time means the time between MITRITY receiving or detecting an incident and a MITRITY engineer acknowledging the incident and beginning investigation. Response times are measured during support hours (see Section 6).
5.3 Resolution Targets
Resolution targets are goals, not guarantees, and vary depending on the complexity of the issue:
| Severity | Target Resolution Time |
|---|---|
| Critical (P1) | 4 hours |
| High (P2) | 8 hours |
| Medium (P3) | 5 business days |
| Low (P4) | 10 business days |
5.4 Escalation
If Customer believes an incident is not being addressed with appropriate urgency, Customer may escalate by contacting support@mitrity.com. Enterprise customers have access to a designated account manager for escalation purposes.
6. Support Channels and Hours
6.1 Support Channels
| Channel | Starter | Professional | Enterprise |
|---|---|---|---|
| In-app support (ticketing) | Yes | Yes | Yes |
| Email (support@mitrity.com) | Yes | Yes | Yes |
| Slack Connect channel | No | No | Yes |
| Dedicated account manager | No | No | Yes |
| Phone support | No | No | Yes (P1/P2 only) |
6.2 Support Hours
| Plan | Support Hours |
|---|---|
| Starter | Business hours (CET/CEST, Monday-Friday, 09:00-17:00), excluding Swedish public holidays |
| Professional | Extended hours (CET/CEST, Monday-Friday, 07:00-22:00); P1 incidents: 24/7 |
| Enterprise | 24/7/365 for all severity levels |
6.3 Language
Support is provided in English. Swedish-language support is available upon request for Enterprise customers.
7. Monitoring and Reporting
7.1 Monitoring
MITRITY continuously monitors the availability and performance of the Service using automated monitoring systems. Monitoring covers:
(a) Control Plane availability (API endpoints, dashboard, authentication);
(b) Database connectivity and performance;
(c) Background job processing (alerting, event processing);
(d) External dependency health (Stripe, SendGrid, GCP services).
7.2 Incident Communication
During incidents, MITRITY will provide updates through email notifications to affected customers (for P1 and P2 incidents).
Updates are provided at least every 30 minutes during P1 incidents and every 2 hours during P2 incidents, until the incident is resolved.
7.3 Post-Incident Reports
For P1 and P2 incidents, MITRITY will provide a post-incident report within 5 business days of resolution. The report includes:
(a) Incident timeline;
(b) Root cause analysis;
(c) Impact assessment;
(d) Remediation actions taken; and
(e) Preventive measures to avoid recurrence.
Enterprise customers receive post-incident reports for P3 incidents upon request.
7.4 Uptime Reporting
Professional and Enterprise customers can view their Monthly Uptime Percentage and historical data through the Service dashboard. Enterprise customers may request a formal monthly uptime report.
8. Customer Responsibilities
To benefit from the SLA commitments, Customer must:
(a) Deploy and configure Edge Nodes in accordance with MITRITY's documentation;
(b) Maintain compatible infrastructure and network connectivity;
(c) Keep the Edge Node software updated to a supported version (current version or one major version behind);
(d) Report incidents promptly through the designated support channels;
(e) Provide reasonable cooperation and information when MITRITY is investigating an incident; and
(f) Maintain current contact information for incident notifications.
9. SLA Changes
MITRITY may modify this SLA from time to time. Changes that materially reduce uptime commitments or Service Credit levels will be communicated with at least 30 days' advance notice. The current SLA applies to the billing period in which it is in effect.
10. Contact
For SLA-related inquiries or to request Service Credits:
MITRITY Support Email: support@mitrity.com Escalation: support@mitrity.com