Service Level Agreement
SimpleSecurity is currently in pre-launch. The operating Swedish company (aktiebolag) is under registration — org.nr [ORG-NR] will be inserted here once registration completes.
This Service Level Agreement (SLA) applies to paid plans of the SimpleSecurity platform. It does not apply to free-tier or beta features, which are provided on an "as available" basis without an uptime commitment.
1. Service Commitment
SimpleSecurity targets a monthly uptime of 99.5% for the platform's API and dashboard.
2. Measurement
Uptime is measured as the percentage of a calendar month during which the platform's API and dashboard are available, excluding the exclusions listed below. Current and historical availability is published on our public status page: status page.
3. Exclusions
The following are excluded from uptime calculations:
- Planned maintenance announced with at least 48 hours' notice.
- Force majeure events outside our reasonable control.
- Issues caused by the customer, including misconfiguration or misuse of the platform.
- Failures of third-party services or internet infrastructure outside our control.
- Free-tier and beta features, which carry no uptime commitment.
4. Service Credits
If measured monthly uptime falls below the commitment above, customers on paid plans may claim a service credit against future invoices:
| Monthly uptime | Service credit |
|---|---|
| Below 99.5% | 10% of monthly fee |
| Below 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are the sole remedy for failure to meet the service commitment. Credits must be claimed within 30 days of the end of the affected calendar month by contacting security@simplesecurity.se, and are applied against future invoices.
5. Support
Support requests are handled according to severity, via security@simplesecurity.se:
| Severity | Description | Target response |
|---|---|---|
| Sev 1 | Platform down | Within 4 business hours |
| Sev 2 | Major degradation | Within 1 business day |
| Sev 3 | General questions / how-to | Within 2 business days |
"Business hours" means Swedish business days, 09:00–17:00 CET/CEST.
6. Changes to This SLA
We may update this SLA from time to time. Material changes will be reflected by updating the "Last updated" date above.