SLA Overview

ZeroTrustKerberosLink is committed to providing enterprise customers with reliable, secure, and high-performance service. Our Service Level Agreement (SLA) outlines the standards we maintain and the guarantees we provide to ensure your critical authentication infrastructure operates without interruption.

This SLA applies to all Enterprise and Enterprise Plus plan customers and covers the following components:

• ZeroTrustKerberosLink Authentication Service
• Policy Enforcement Points
• Management Console
• API Endpoints
• Logging and Monitoring Components

Uptime Guarantee

Uptime is calculated based on the following formula:

Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Downtime is defined as any period during which the service is unavailable or does not respond to authentication requests. Scheduled maintenance windows are excluded from downtime calculations.

Response Times

ZeroTrustKerberosLink provides rapid response times for all support inquiries based on severity level:

Severity	Definition	Initial Response	Status Updates	Target Resolution
P1 - Critical	Service unavailable or severely impacted affecting production	15 minutes	Hourly	4 hours
P2 - High	Service degraded with significant impact to business operations	1 hour	4 hours	8 hours
P3 - Medium	Partial, non-critical loss of functionality	4 hours	Daily	3 business days
P4 - Low	General questions, feature requests, or minor issues	1 business day	As appropriate	10 business days

For more detailed information on response times and escalation procedures, please refer to our Support Response Times documentation.

Support Tiers

Scheduled Maintenance

To ensure optimal performance and security, ZeroTrustKerberosLink performs regular maintenance on our systems. Scheduled maintenance follows these guidelines:

• Standard Maintenance: Performed during low-usage windows with at least 7 days advance notice
• Emergency Maintenance: May be performed with shorter notice to address critical security or stability issues
• Maintenance Windows: Typically scheduled between 10:00 PM and 2:00 AM in the customer's primary time zone
• Redundancy: All maintenance is performed using rolling updates to maintain service availability

Customers can opt to receive maintenance notifications via email, SMS, or through the Management Console.

Service Credits

If ZeroTrustKerberosLink fails to meet the guaranteed uptime in any calendar month, customers are eligible for service credits according to the following schedule:

Monthly Uptime	Service Credit
Less than 99.99% but greater than or equal to 99.9%	10% of monthly fee
Less than 99.9% but greater than or equal to 99.0%	25% of monthly fee
Less than 99.0%	50% of monthly fee

To receive service credits, customers must submit a claim within 30 days of the incident. Credits will be applied to future billing cycles and cannot exceed 100% of the monthly fee for the affected service.

SLA Reporting

ZeroTrustKerberosLink provides comprehensive SLA reporting to help customers monitor service performance:

• Monthly SLA Reports: Detailed uptime statistics and incident summaries
• Real-time Status Dashboard: Current service status and historical performance
• Incident Reports: Detailed post-mortem analysis for any service disruptions
• Quarterly Business Reviews: Comprehensive service performance reviews for Enterprise Plus customers

All reports are available through the Management Console and can be automatically delivered via email to designated contacts.

Support Contact Information