This Service Level Agreement ("SLA") applies to Customers with a paid subscription to Intelsieve, LLC's ("Intelsieve", "we", "our", or "us") platform and related services (the "Services"). This SLA is incorporated into and governed by our Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. Introduction

Intelsieve is committed to providing a reliable, high-quality threat intelligence platform. This SLA defines our service commitments, how we measure them, and the remedies available to you if we fail to meet them.

2. Scope

This SLA applies to the following components of the Services:

Intelsieve web application (app.intelsieve.com)
Intelsieve REST API (api.intelsieve.com)
Alert delivery and notification systems
Dark web monitoring and credential exposure detection
Attack surface management modules

This SLA does not apply to: (a) free or trial plan Services; (b) Services provided "as is" under a beta or preview designation; (c) third-party integrations or data sources outside our direct control; or (d) features explicitly excluded in your order form.

Use of the Services is also subject to Intelsieve's Acceptable Use Policy available at intelsieve.com/legal/acceptable-use, which is incorporated by reference. Service commitments in this SLA are conditioned on your compliance with the Acceptable Use Policy.

3. Service Availability

3.1 Uptime Commitment

Intelsieve commits to the following monthly uptime percentages for the covered Services:

Plan	Monthly Uptime Target
Starter, Professional	99.5% (~3.6 hours downtime/month)
Business	99.9% (~43 minutes downtime/month)
Enterprise (via contract)	As specified in your order form

3.2 Downtime Definition

"Downtime" means the total accumulated minutes in a calendar month during which the Service is unavailable or functionally impaired such that you cannot log in, query the API, or receive alerts. Downtime is measured from the time you submit a support ticket or we detect the issue, whichever is earlier, to the time service is restored.

4. Performance Commitments

4.1 Alert Delivery

For threat events detected within our monitored data sources, we commit to the following alert delivery SLOs:

Alert Type	Target Delivery
Critical credential exposure alerts	Within 4 hours of detection
Dark web mentions and ransomware alerts	Within 12 hours of detection
Attack surface change alerts	Within 24 hours of detection
Routine threat intelligence digests	Per configured schedule (daily/weekly)

Alert delivery SLOs apply to the delivery of alerts to the platform and configured notification channels (email, webhook, API). They do not guarantee the accuracy, completeness, or real-world significance of the underlying threat data, which is subject to the accuracy disclaimer in our Terms of Service.

4.2 API Response Time

For API calls made through our published REST API, we target a P95 response time of under 2 seconds for standard query endpoints under normal load conditions. This commitment excludes complex bulk export requests, scheduled report generation, and endpoints designated as asynchronous.

4.3 Support Response Times

Severity	Description	First Response Target
P1 – Critical	Service unavailable or data breach	2 hours
P2 – High	Major feature impaired, no workaround	8 hours
P3 – Medium	Feature impaired, workaround available	1 business day
P4 – Low	General questions, feature requests	2 business days

Support hours: 09:00–18:00 US Eastern, Monday–Friday, excluding US federal holidays.

5. Data Privacy

Data processing under the Services is governed by Intelsieve's Data Processing Agreement (DPA), available at intelsieve.com/legal/dpa, which is incorporated by reference into this SLA. Where the DPA conflicts with this SLA on data processing matters, the DPA prevails. Breach notification timelines and data retention commitments are defined in the DPA and are not modified by this SLA.

6. Monitoring and Reporting

We publish real-time service status at status.intelsieve.com. You may subscribe to status notifications for proactive incident alerts. Monthly uptime reports are available on request from support@intelsieve.com.

To claim a service credit, you must submit a credit request to support@intelsieve.com within 30 days of the end of the calendar month in which the SLA breach occurred. Late requests will not be processed.

7. Remedies

7.1 Service Credits

If we fail to meet the uptime commitments in Section 3.1 in any calendar month, you are eligible for a service credit applied to your next invoice:

Monthly Uptime Achieved	Credit (% of monthly fee)
99.0% – below target	10%
95.0% – 98.9%	25%
Below 95.0%	50%

Service credits are not redeemable for cash and may not exceed 50% of the monthly subscription fee for the affected month. Credits do not carry over beyond the next billing cycle.

7.2 Sole Remedy and Liability Cap

Service credits under this SLA constitute Customer's sole financial remedy for service failures covered by this SLA. Credits are subject to, and do not modify, the liability limitations set out in Intelsieve's Terms of Service (Section 11). Nothing in this SLA increases the aggregate liability cap established in the Terms of Service.

8. Exclusions

SLA commitments do not apply to downtime or performance degradation caused by:

Your actions or omissions, including misconfiguration, misuse, or violation of the Acceptable Use Policy
Force majeure events as defined in the Terms of Service
Scheduled maintenance windows (announced at least 48 hours in advance via status.intelsieve.com)
Emergency maintenance required to address critical security vulnerabilities (announced as soon as practicable)
Third-party services or data sources outside Intelsieve's direct control
Internet or network connectivity failures outside Intelsieve's infrastructure
DDoS attacks or other malicious external actions beyond our reasonable control

9. Term

This SLA is effective for the duration of your paid subscription. It does not apply during any free trial or grace period. We may update this SLA with at least 30 days' prior written notice; updates will not reduce your credits for SLA breaches that occurred before the effective date of the update.

10. Contact

For SLA and uptime inquiries:

Support: support@intelsieve.com
Legal inquiries: legal@intelsieve.com