ARX Platform Service Level Agreement
This Service Level Agreement ("SLA") describes the commitments ARX makes to customers regarding platform availability, incident response, data protection, and support. This SLA applies to all ARX platform services provided under an active subscription agreement.
01
Service Availability
ARX commits to 99.9% monthly uptime for the ARX platform, measured as:
(Total Minutes − Downtime Minutes) / Total Minutes × 100
Uptime is measured via independent third-party monitoring. The following are excluded from downtime calculations:
- Scheduled maintenance with 72-hour advance notice
- Force majeure events (natural disasters, government actions, widespread internet outages)
- Issues caused by customer actions, configurations, or third-party services outside ARX control
02
Service Credits
If ARX fails to meet the monthly uptime commitment, affected customers are eligible for service credits as follows:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fees |
| 95.0% – 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
- Credits are applied to the next invoice
- Credit requests must be submitted within 30 days of the incident
- Maximum credit: 50% of monthly fees for the affected billing period
03
Scheduled Maintenance
- Standard maintenance window: Sundays, 02:00 – 06:00 UTC
- Standard maintenance notice: 72 hours in advance via email and status page
- Emergency maintenance notice: 4-hour minimum advance notice
- Maximum scheduled downtime: 4 hours per calendar month
All maintenance notifications are posted to the ARX status page and sent to designated technical contacts.
04
Incident Response
All incidents are classified by severity and responded to according to the following targets:
| Priority | Definition | Response | Resolution Target |
|---|---|---|---|
| P1 Critical | Platform unavailable or data loss risk | 15 minutes | 4 hours |
| P2 High | Major feature degraded | 1 hour | 8 hours |
| P3 Medium | Minor feature impacted | 4 hours | 24 hours |
| P4 Low | Cosmetic or documentation issue | 1 business day | Best effort |
P1 and P2 incidents are covered by 24/7 monitoring and alerting. All incident communications are posted to the ARX status page with real-time updates until resolution.
05
Data Protection
| Metric | Commitment |
|---|---|
| Recovery Point Objective (RPO) | 1 hour |
| Recovery Time Objective (RTO) | 4 hours |
| Backup frequency | Daily automated backups |
| Backup retention | 90 days |
| Backup replication | Cross-region replication |
| Disaster recovery testing | Annual |
06
Security Commitments
- Infrastructure certification: SOC 2 Type II certified
- Penetration testing: Annual third-party assessments
- Vulnerability scanning: Continuous automated scanning
- Security incident notification: Within 24 hours of a confirmed breach
- Encryption at rest: AES-256
- Encryption in transit: TLS 1.3
07
Support
Enterprise Plan
- Dedicated Slack Connect channel
- Named Customer Success Manager (CSM)
- Quarterly business reviews
Business Plan
- Priority email support
- 4-hour response during business hours (9:00 – 18:00 CT, Monday – Friday)
All Plans
- Community documentation and knowledge base
- ARX status page access
08
Exclusions
This SLA does not apply to:
- Performance of customer-deployed agent code
- Third-party connector API availability (e.g., CrowdStrike, Splunk, Palo Alto, Wiz, ServiceNow)
- Issues caused by customer misconfiguration or unauthorized modifications
- Beta or preview features explicitly designated as pre-release
09
Reporting
- Monthly uptime reports available in the ARX dashboard
- Incident post-mortems published within 5 business days of resolution
- Quarterly SLA compliance summary delivered to account contacts
10