What is Cyber Crucible's service availability and support SLA?
Short answer: Cyber Crucible's published Service Level Agreement commits to 99.9% monthly service availability (excluding scheduled maintenance and causes beyond its reasonable control), with a defined downtime-credit remedy. Support response times are tiered by severity, measured from ticket entry through the support portal.
Support response targets
| Severity | Description | Response |
|---|---|---|
| SEV1 — Critical | Service down or critically affecting production; no workaround yet | ≤ 2 hours |
| SEV2 — Major | Service impaired in a way that limits protection or response | ≤ 4 hours |
| SEV3 — Minor | Service impaired without affecting protection or response | ≤ 12 hours |
| SEV4 — Minor | Non-critical issue, information request, or enhancement | ≤ 48 hours |
Where to find it
The full Service Level Agreement is public at cybercrucible.com/service-level-agreement, and support tickets are entered at support.cybercrucible.com. A committed breach or incident notification timeframe can be set contractually for regulated customers.
A note on availability
Because endpoint protection runs locally, the availability figure applies to the management and reporting backend. Protection on the device itself continues even if the backend is temporarily unavailable.