Service Level Agreement
This page outlines Guardian Pro's service level commitments for platform availability, support response times, and issue resolution targets. Commitments vary by subscription plan to reflect the differing needs of each tier.
Platform Availability
Guardian Pro is committed to maintaining high availability for the platform and all core services.
| Component | Availability Target |
|---|---|
| Guardian Pro Console (web application) | 99.9% monthly uptime |
| Scanning Pipeline (resource discovery + checks) | 99.9% monthly uptime |
| Remediation Engine | 99.9% monthly uptime |
| Cost Intelligence Pipeline | 99.5% monthly uptime |
| AI Assistant | 99.5% monthly uptime |
| Real-Time Updates | 99.5% monthly uptime |
Uptime Calculation
Monthly uptime is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
Exclusions from downtime calculations:
- Scheduled maintenance windows (announced at least 48 hours in advance)
- AWS infrastructure outages outside Guardian Pro's control
- Force majeure events
- Issues caused by customer-side configurations (IAM, SCPs, network)
Scheduled Maintenance
Guardian Pro performs regular maintenance to deploy updates and improvements:
- Maintenance window: Maintenance is scheduled during low-usage periods and announced at least 48 hours in advance via email to organization administrators.
- Zero-downtime deployments: Most updates are deployed without service interruption. When downtime is required, it is communicated in advance.
- Duration: Planned maintenance windows typically last 15-30 minutes.
You can check the current platform status at any time by visiting the Guardian Pro status page, accessible from the Support page.
Support Response Times
Response times measure how quickly the Guardian Pro support team acknowledges your request and begins working on it. Response time commitments differ by subscription plan and issue severity.
Starter Plan
| Severity | First Response | Update Frequency |
|---|---|---|
| Critical | Within 8 business hours | Every 24 hours |
| High | Within 16 business hours | Every 48 hours |
| Medium | Within 2 business days | Weekly |
| Low | Within 5 business days | As needed |
Business hours: Monday-Friday, 9 AM - 6 PM GMT
Business Plan
| Severity | First Response | Update Frequency |
|---|---|---|
| Critical | Within 2 hours | Every 4 hours |
| High | Within 4 hours | Every 8 hours |
| Medium | Within 8 business hours | Every 2 business days |
| Low | Within 2 business days | Weekly |
Extended hours: Monday-Friday, 7 AM - 10 PM GMT
Enterprise Plan
| Severity | First Response | Update Frequency |
|---|---|---|
| Critical | Within 30 minutes | Every 2 hours |
| High | Within 1 hour | Every 4 hours |
| Medium | Within 4 business hours | Every business day |
| Low | Within 1 business day | Every 3 business days |
24/7 coverage for Critical and High severity (all other severities during business hours)
Enterprise customers also have a dedicated support contact who is familiar with their environment, which often results in faster resolution since less context-gathering is needed.
Severity Definitions
To ensure consistent prioritization, Guardian Pro uses the following severity definitions:
Critical
The Guardian Pro platform is completely unavailable, or a core function has failed entirely with no workaround available. This severity level indicates a direct and immediate impact on your ability to govern your AWS environment.
Examples:
- Complete inability to log in (affecting all users in the organization)
- All scans failing across all connected accounts
- Data loss or data integrity concerns
- Security vulnerability in the Guardian Pro platform
High
A major feature or function is significantly impaired, but a partial workaround exists. The issue affects your ability to use a core capability effectively.
Examples:
- Remediation failing for a specific service category
- Cost data not syncing for one or more accounts
- Scan failures affecting specific regions or services
- AI Assistant unavailable
Medium
A feature is not working as expected, but the overall platform remains functional. The impact is limited to specific functionality or affects a non-critical workflow.
Examples:
- A specific compliance control reporting incorrect status
- Chart or visualization rendering incorrectly
- Export functionality producing incomplete results
- Notification delivery delays
Low
A minor issue, cosmetic problem, or general question that does not affect your ability to use the platform for its intended purpose.
Examples:
- UI alignment or styling issues
- Documentation questions
- Feature inquiries or requests
- Minor display inconsistencies
Resolution Targets
While response times measure how quickly we acknowledge an issue, resolution targets indicate the expected time to fully resolve the issue. These are targets, not guarantees, as resolution time depends on issue complexity.
| Severity | Starter | Business | Enterprise |
|---|---|---|---|
| Critical | 2 business days | 8 hours | 4 hours |
| High | 5 business days | 1 business day | 8 hours |
| Medium | 10 business days | 5 business days | 3 business days |
| Low | Best effort | 10 business days | 5 business days |
Some issues may require collaboration with AWS support (for example, issues related to specific AWS service behavior or regional availability). In these cases, resolution may take longer, and Guardian Pro will keep you informed of progress.
Scanning SLA
Guardian Pro commits to the following scanning performance targets:
| Metric | Target |
|---|---|
| Scan initiation | Within 60 seconds of request |
| Small environment scan (< 100 resources) | Complete within 5 minutes |
| Medium environment scan (100-1,000 resources) | Complete within 15 minutes |
| Large environment scan (1,000+ resources) | Complete within 30 minutes |
| Scheduled scan reliability | 99% of scheduled scans execute on time |
Cost Intelligence SLA
| Metric | Target |
|---|---|
| Data freshness | Cost data updated within 6 hours of CUR delivery |
| Analysis completion | Within 10 minutes of initiation |
| Anomaly detection | Anomalies flagged within 1 hour of data availability |
Remediation SLA
| Metric | Target |
|---|---|
| Preview generation | Within 30 seconds of request |
| Remediation execution | Initiated within 60 seconds of confirmation |
| Status update | Real-time via live connection |
| Rollback availability | Available immediately after remediation completes |
SLA Credits
Enterprise Plan Credits
Enterprise customers are eligible for service credits if Guardian Pro fails to meet the availability commitment:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To request a credit:
- Submit a credit request through the support portal within 30 days of the end of the affected month.
- Include the dates and times of observed downtime.
- Credits are applied to the next billing cycle.
SLA credits are available exclusively to Enterprise plan customers. Starter and Business plan customers benefit from the same availability targets but do not receive financial credits.
Reporting and Transparency
Status Page
Guardian Pro maintains a public status page showing:
- Current operational status of all platform components
- Historical uptime data
- Scheduled maintenance announcements
- Incident reports and postmortems for any significant outages
Incident Communication
During service-impacting incidents:
- Detection: Guardian Pro's monitoring systems detect the issue.
- Acknowledgement: A status page update is posted within 15 minutes.
- Updates: Regular updates are posted every 30 minutes during active incidents.
- Resolution: A resolution notice is posted when the issue is resolved.
- Postmortem: A detailed postmortem is published within 5 business days for significant incidents.
Next Steps
- Subscription Plans -- Compare plan features including support levels.
- Contact Support -- Submit a support request.
- FAQ -- Common questions and answers.