Service Level Agreement

2. Service Availability

ATLANTIKA guarantees the following service availability levels:

Availability Calculation

Service availability is calculated as:

Where “Total Minutes” is the total number of minutes in the measurement period, excluding scheduled maintenance windows.

3. Performance Targets

Security Monitoring

• Real-time threat detection with less than 60-second delay
• Log ingestion rate of up to 10,000 events per second
• Alert correlation and deduplication accuracy of 95%+
• False positive rate below 5%

Portal Performance

• Page load time under 3 seconds (95th percentile)
• API response time under 500ms (95th percentile)
• Dashboard data refresh within 5 minutes
• Report generation within 60 seconds

Data Retention

• Security event logs: 90 days online, 7 years archived
• Incident reports: Indefinite retention
• Performance metrics: 13 months rolling
• Compliance reports: 7 years

4. Response Times

ATLANTIKA commits to the following response and resolution times based on incident severity:

Response times are measured from the moment an incident is reported through official channels (portal, email, or phone).

5. Incident Management

Incident Response Process

1. Detection: Automated monitoring or client report
2. Triage: Severity assessment and initial response
3. Investigation: Root cause analysis and impact assessment
4. Containment: Immediate actions to limit damage
5. Eradication: Remove threat and vulnerabilities
6. Recovery: Restore normal operations
7. Post-Incident: Report and lessons learned

Communication During Incidents

• Initial notification within response time SLA
• Status updates every 2 hours for Critical/High severity
• Daily updates for Medium/Low severity
• Final incident report within 48 hours of resolution

6. Maintenance Windows

Scheduled Maintenance

• Standard window: Sundays 2:00 AM - 6:00 AM EST
• Advance notice: 7 days for standard, 30 days for major changes
• Maximum frequency: Once per month
• Not counted toward downtime calculations

Emergency Maintenance

• For critical security patches or immediate threats
• Notification as soon as practicable
• Minimized duration and impact
• May be counted toward downtime if exceeding 30 minutes

7. Responsibilities

ATLANTIKA Responsibilities

• Maintain service availability per SLA targets
• Provide 24/7 security monitoring and response
• Keep security tools and signatures updated
• Maintain secure infrastructure and data centers
• Provide timely incident notifications and reports
• Deliver monthly service performance reports

Client Responsibilities

• Maintain accurate contact information
• Provide necessary access for monitoring
• Follow security recommendations promptly
• Report incidents through official channels
• Participate in incident response when required
• Keep systems updated per ATLANTIKA guidance

8. Exclusions

The following are excluded from SLA calculations and service credit eligibility:

• Scheduled maintenance windows
• Client-caused issues or misconfigurations
• Force majeure events (natural disasters, war, etc.)
• Third-party service or internet failures
• Client failure to follow security recommendations
• Suspension due to payment issues or terms violations
• Beta or trial services
• Issues arising from unsupported configurations

9. Service Credits

If ATLANTIKA fails to meet the availability SLA, eligible clients will receive service credits:

Credit Terms

• Credits apply to the affected service only
• Maximum credit per month: 25% of monthly fee
• Credits must be requested within 30 days
• Credits applied to future invoices
• No cash refunds for service credits

10. Reporting

Monthly Service Reports

ATLANTIKA provides comprehensive monthly reports including:

• Service availability metrics
• Incident summary and trends
• Response time performance
• Security event statistics
• Threat intelligence updates
• Recommendations and action items

Real-Time Dashboards

Clients have 24/7 access to:

• Current service status
• Recent incidents and alerts
• Performance metrics
• Security posture indicators

11. Escalation Procedures

12. Definitions

Availability

The percentage of time a service is operational and accessible

Downtime

Any period where the service is unavailable or not performing to specifications

Incident

Any event that impacts or could impact service security or availability

Response Time

Time from incident report to first meaningful communication from ATLANTIKA

Resolution Time

Time from incident report to restoration of normal service

Service Credit

A credit applied to future invoices as compensation for SLA breach