Service Level Agreement

Our commitment to availability, performance and support

99.99% Guaranteed Uptime
< 9.07s Average response time
24/7 Support & monitoring

SLA Overview

This Service Level Agreement (SLA) defines the service levels that Webbfabriken AB commits to deliver for the WF SecurityCloud service. The agreement applies from the time the service is activated and covers all features in the selected service level.

Starter

Availability: 99.5%
Support: Weekdays 08-17
Support response time: 24 hours

Professional

Availability: 99.9%
Support: 24/7
Support response time: 2 hours

Enterprise

Availability: 99.99%
Support: 24/7/365
Support response time: 30 minutes
Dedicated AM: ✓

Service Definitions

🕒 Availability (Uptime)

Definition: Percentage of time the WF SecurityCloud service is available and functional during a month.

Measurement: Continuous monitoring from our data centers in Stockholm and Frankfurt.

Excluded: Planned maintenance (max 4 hours/month), force majeure and issues outside our control.

⚡ Response Time

Definition: Time from when a request is sent to the WF SecurityCloud API until a response is returned.

Goal: 95% of all API calls should have a response time under 500ms.

Measurement: Continuous measurement from our sensor networks globally.

🛠️ Support Response Time

Definition: Time from when a support case is created until first response from our team.

Critical issues: Security incidents affecting operational reliability.

Normal issues: General questions and non-critical problems.

🔄 Recovery Time

Definition: Maximum time to restore the Windows client in case of problems.

RTO (Recovery Time Objective): 4 hours for Enterprise, 8 hours for Professional.

Scope: Applies only to issues with the WF SecurityCloud Windows client.

Performance Commitments

API Availability

99.99%

Our API is available 99.99% of the time, which corresponds to a maximum of 4 minutes downtime per month.

Monthly availability: 43,196 of 43,200 minutes

Threat Data Update

< 60s

New threats from our sensor network are distributed to all clients within 60 seconds.

Average last 30 days: 23 seconds

Backup & Recovery

3x daily

All customer data is backed up three times per day to geographically separated data centers.

Latest backup: 2 hours ago

Data Retention

7 years

Security logs and reports are stored securely for 7 years for compliance and analysis.

Current data volume: 2.3 TB security data

SLA Credits and Compensation

If we do not meet our SLA commitments, we offer automatic credits according to the table below:

Availability Level Monthly Credit Maximum Credit Automatic Application
99.0% - 99.89% 10% of monthly cost 10% ✓
98.0% - 98.99% 25% of monthly cost 25% ✓
95.0% - 97.99% 50% of monthly cost 50% ✓
< 95.0% 100% of monthly cost 100% ✓

Important terms for SLA credits:

  • Credits are automatically applied to the next monthly invoice
  • Credits can only be used for WF SecurityCloud services
  • No cash payouts of credits
  • Planned maintenance (with 48 hours notice) does not count as downtime
  • Issues caused by customer network or equipment are excluded

Monitoring and Reporting

🔍 Continuous Monitoring

  • Real-time monitoring of all services 24/7/365
  • Automatic alerts for deviations
  • Proactive performance monitoring
  • Security monitoring of infrastructure

📊 SLA Monitoring

  • Real-time statistics on customer dashboard
  • Historical trends and analyses
  • Transparent performance data
  • Availability history

🚨 Incident Management

  • Automatic incident detection
  • Escalation according to defined process
  • Communication via status page
  • Post-incident analysis and report

📈 Capacity Planning

  • Continuous capacity monitoring
  • Proactive resource scaling
  • Long-term capacity planning
  • Performance optimizations

Responsibilities and Limitations

🏢 Webbfabriken's Responsibilities

  • Maintain defined service levels
  • Provide 24/7 monitoring
  • Ensure security of user credentials
  • Perform regular security updates
  • Provide technical support according to SLA
  • Communicate planned maintenance in advance
  • Comply with all relevant security standards

👤 Customer Responsibilities

  • Ensure stable internet connection
  • Keep client software updated
  • Configure firewall and network correctly
  • Report issues or deviations
  • Follow terms of use and security guidelines
  • Ensure backup of local configuration
  • Inform about changes in IT environment

Limitations and Exceptions

This SLA does not apply to the following situations:

  • Force Majeure: Natural disasters, war, terrorist attacks, pandemics
  • Third-party failures: Internet providers, DNS servers, CDN networks
  • Planned maintenance: Notified at least 48 hours in advance
  • Customer-caused issues: Misconfiguration, network issues on customer side
  • Security attacks: DDoS attacks specifically targeting the service
  • Beta features: Features marked as beta or preview

SLA Contact and Support

For questions about this SLA or to report SLA-related issues:

🎯 SLA Manager

📧 sla@webbfabriken.com

📱 +46 8 446 00 88

🛠️ Technical Support

📧 support@webbfabriken.com

💬 Live chat on dashboard

📊 Status & Reports

🌐 status.wfsecuritycloud.com

📈 Dashboard SLA section