Service Level Agreement
Our commitment to delivering reliable, high-quality cybersecurity services with guaranteed performance standards.
Effective Date: January 1, 2025
1. Service Availability
IT Origin guarantees the following uptime commitments for our managed security services:
| Service | Uptime Guarantee | Maximum Downtime/Month |
|---|---|---|
| SOC Platform | 99.9% | 43 minutes |
| Threat Detection | 99.9% | 43 minutes |
| Customer Portal | 99.5% | 3.6 hours |
| API Services | 99.9% | 43 minutes |
Uptime is measured on a monthly basis and excludes scheduled maintenance windows.
2. Support Response Times
Our support team is committed to responding to and resolving issues based on their priority level:
Critical (P1)
Complete service outage or security breach affecting production systems
High (P2)
Major functionality impaired or significant security vulnerability
Medium (P3)
Partial functionality impaired with workaround available
Low (P4)
Minor issues, questions, or feature requests
3. SOC Service Commitments
Our Security Operations Center provides the following service commitments:
- 24/7/365 Monitoring: Continuous monitoring of your security infrastructure
- Threat Detection: Average detection time of less than 3 minutes for critical threats
- Alert Triage: All alerts triaged within 15 minutes of detection
- Incident Escalation: Critical incidents escalated within 15 minutes
- Monthly Reporting: Comprehensive security reports delivered by the 5th of each month
- Quarterly Reviews: Security posture review meetings with your team
4. Scheduled Maintenance
We perform scheduled maintenance to ensure optimal performance and security of our services:
- Maintenance windows are scheduled during low-traffic periods (typically Sunday 2:00 AM - 6:00 AM IST)
- Customers will be notified at least 72 hours in advance for planned maintenance
- Emergency maintenance may be performed with shorter notice in case of critical security updates
- Scheduled maintenance is excluded from uptime calculations
5. Service Credits
If we fail to meet the uptime guarantee, customers are entitled to service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
To receive a service credit, customers must submit a request within 30 days of the incident.
6. Exclusions
The following are excluded from SLA calculations and service credits:
- Scheduled maintenance windows
- Force majeure events (natural disasters, war, government actions)
- Issues caused by customer actions or third-party services
- DDoS attacks or other malicious activities targeting customer infrastructure
- Customer failure to implement recommended security configurations
- Issues with customer's internet connectivity or hardware
7. Incident Communication
During service incidents, we commit to transparent communication:
- Initial incident notification within 15 minutes of detection
- Status updates every 30 minutes during critical incidents
- Post-incident reports within 5 business days for P1/P2 incidents
- Status page updates in real-time at status.itorigin.com
8. Customer Responsibilities
To ensure we can deliver on our SLA commitments, customers agree to:
- Provide timely access to systems and information as required
- Maintain accurate and up-to-date contact information
- Respond to security alerts and recommendations in a timely manner
- Implement security configurations as recommended
- Report issues through proper support channels
9. SLA Modifications
IT Origin reserves the right to modify this SLA with 30 days' notice. Changes will not apply retroactively and will not affect service credits already earned. Current customers will be notified of any changes via email.
10. Contact Information
For SLA-related inquiries or to submit a service credit request:
IT Origin Support
Email: support@itorigin.com
Emergency: +91-7439490434
Status Page: status.itorigin.com