Service Level Agreement (SLA)
Our commitment to your success with guaranteed response and resolution times
Support & SLA Included from Day One
Unlike other secrets management solutions, IGETIS KeyVault includes comprehensive support and uptime guarantees with every plan. No hidden costs, no surprise bills—just reliable support when you need it most.
Priority Level Definitions
When you submit a support ticket, we classify it based on business impact. Here's how we define each priority level:
Production System Down
Definition: Service is completely down or severely impacted. Unable to retrieve secrets, affecting production systems.
Examples:
- Complete service outage
- Authentication failure preventing all access
- Data breach or security incident
- API returning 500 errors for all requests
Major Functionality Impaired
Definition: Significant functionality is broken. Workaround available but difficult or time-consuming.
Examples:
- Slow API response times (5+ seconds)
- Intermittent connection failures
- Dashboard not loading or displaying errors
- Secrets not syncing properly
Minor Issue with Workaround
Definition: Minor functionality issue. Workaround is available and acceptable.
Examples:
- Feature not working as documented
- UI glitches or display issues
- Non-critical API endpoint errors
- Documentation errors or confusion
General Questions & Requests
Definition: General questions, feature requests, or minor cosmetic issues.
Examples:
- How-to questions
- Feature enhancement suggestions
- Minor cosmetic UI issues
- Best practice inquiries
Complete Response & Resolution Times
Below are our guaranteed response and resolution times for each plan and priority level. Response Time is when a support engineer acknowledges your ticket and begins investigation. Resolution Time is when the issue is fully resolved or a suitable workaround is provided.
| Priority Level | Time Type | Plan | |||
|---|---|---|---|---|---|
|
Startup £19.99/mo |
Standard ⭐ £49.99/mo |
Business Plus £99.99/mo |
Enterprise £249.99/mo |
||
| 🔴 CRITICAL | Response Time | 24 hours | 12 hours | 4 hours | 1 hour |
| Resolution Time | 72 hours (3 days) | 48 hours (2 days) | 24 hours (same day) | 8 hours (same day) | |
| 🟠 HIGH | Response Time | 48 hours | 24 hours | 8 hours | 4 hours |
| Resolution Time | 120 hours (5 days) | 72 hours (3 days) | 48 hours (2 days) | 24 hours (1 day) | |
| 🟡 MEDIUM | Response Time | 72 hours | 48 hours | 24 hours | 12 hours |
| Resolution Time | 168 hours (7 days) | 120 hours (5 days) | 72 hours (3 days) | 48 hours (2 days) | |
| 🟢 LOW | Response Time | 120 hours | 72 hours | 48 hours | 24 hours |
| Resolution Time | 240 hours (10 days) | 168 hours (7 days) | 120 hours (5 days) | 72 hours (3 days) | |
Support Channels by Plan
Startup
£19.99/month
- Email Support
- Support Portal
- Business Hours
- (Mon-Fri, 9am-6pm GMT)
Standard
POPULAR£49.99/month
- Email Support
- Ticket System
- Business Hours
- (Mon-Fri, 9am-6pm GMT)
Business Plus
£99.99/month
- Priority Tickets
- Email Support
- Extended Hours
- (Mon-Fri, 8am-8pm GMT)
Enterprise
£249.99/month
- Phone Support
- Priority Tickets
- 24/7/365 Coverage
- Account Manager
Important SLA Terms
Business Hours Definition
Standard Business Hours:
Monday - Friday, 9:00 AM - 6:00 PM GMT
Extended Hours (Business Plus):
Monday - Friday, 8:00 AM - 8:00 PM GMT
24/7 Coverage (Enterprise):
Round-the-clock support, including weekends and holidays
Priority Assignment
While you can suggest a priority level when submitting a ticket, our support team makes the final determination based on actual business impact.
We may adjust priority if:
- The reported impact doesn't match the selected priority
- A workaround is immediately available
- The issue affects only a limited scope
Planned Maintenance
SLAs are paused during scheduled maintenance windows:
- 72-hour advance notice provided
- Scheduled during low-traffic periods
- Typically less than 2 hours duration
- Emergency maintenance may occur with shorter notice
Emergency security patches may require immediate maintenance with minimal notice.
Resolution Definition
A ticket is considered "resolved" when:
- The issue is completely fixed, OR
- A suitable workaround has been provided and documented, OR
- The issue is determined to be not reproducible or outside our scope
If you're not satisfied with the resolution, you can reopen the ticket within 7 days for further review.
SLA Credit Policy
If we fail to meet our SLA commitments, you're eligible for service credits. We stand behind our promises.
| SLA Breach | Credit Amount |
|---|---|
| Miss response time by >50% | 10% of monthly subscription |
| Miss resolution time by >50% | 25% of monthly subscription |
| Multiple breaches in one month (3+) | Up to 100% of monthly subscription |
| Infrastructure uptime below guarantee | Calculated based on downtime duration |
How to Request SLA Credits:
- Email support@igetis.online with ticket number and breach details
- Submit within 30 days of the SLA breach
- Our team will review and process credits within 5 business days
- Credits are applied to your next monthly invoice
Infrastructure Uptime Guarantees
| Plan | Uptime Guarantee | Max Downtime/Month | Max Downtime/Year |
|---|---|---|---|
| Startup | 99.5% | 3 hours 37 minutes | 1.83 days |
| Standard ⭐ | 99.9% | 43 minutes | 8.76 hours |
| Business Plus | 99.9% | 43 minutes | 8.76 hours |
| Enterprise | 99.95% | 21 minutes | 4.38 hours |
Note: Uptime is calculated monthly. Scheduled maintenance windows (with 72-hour notice) are excluded from downtime calculations.
How to Get Support
Ready to Get Started with Guaranteed Support?
Choose your plan and get enterprise-grade support from day one. All plans include our 30-day money-back guarantee.
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