Service Level Agreement

Last updated: 13 August 2026

Important notice

This Service Level Agreement is a draft for AssetObserve. The availability target, support hours, response times, and service credits below must be reviewed and confirmed as commercially and operationally achievable before they are committed to a customer, because each of them is a contractual promise. Do not publish a target the operation cannot measure.

Scope

This agreement covers the availability of the AssetObserve web application and its agent ingest API for customers on a paid plan. It does not cover free or trial plans, evaluation workspaces, the public demo workspace, or beta features that are marked as such in the product.

Availability target

The monthly availability target is [availability_target] of each calendar month, measured as the proportion of one-minute intervals in which the service responds successfully to the readiness check from outside the production network.

Excluded from the availability calculation

• Announced maintenance windows, notified at least [maintenance_notice] in advance
• Emergency maintenance required to close a security vulnerability
• Faults in the customer's own network, credentials, firewalls, directory services, or cloud accounts
• Faults in a third-party service the customer has connected to their workspace
• Unavailability caused by the customer exceeding the limits of their plan
• Force majeure

Support hours

Support is available [support_hours] excluding public holidays at the provider's registered seat. Requests are submitted through the in-product support form or by email to contact@assetobserve.com.

Severity levels and response targets

• Critical: the service is unavailable to all users of the workspace, or customer data is at risk. Target first response [response_critical].
• High: a core function such as scanning, ingest, findings, or reporting is unusable, with no workaround. Target first response [response_high].
• Medium: a function is impaired or a workaround exists. Target first response [response_medium].
• Low: questions, cosmetic defects, and feature requests. Target first response [response_low].

Response targets describe the time to a substantive first response from a person, not the time to a permanent fix. The provider assigns the severity level, taking the customer's assessment into account.

Service credits

If the availability target is missed in a calendar month, the customer may request a service credit against the following invoice. A credit request must be submitted within 30 days of the end of the affected month and must identify the periods of unavailability. Service credits are the sole and exclusive remedy for missed availability, up to a maximum of [credit_cap] of the monthly fee for the affected month.

Backups and recovery

Database backups are taken automatically with the rotation described in the Technical and Organizational Measures. The recovery point and recovery time objectives are [rpo] and [rto] respectively. Backups protect against infrastructure loss; they are not a substitute for the customer's own export of records it must retain.

Status and incident communication

Current service status and the history of incidents and maintenance windows are published on the status page. Incidents affecting availability are updated there until they are resolved.

Placeholder notice

Set the availability target, maintenance notice period, support hours, response targets, credit cap, and recovery objectives to values the operation can actually measure and meet, and confirm that the status page and the measurement method referenced here exist, before this agreement is offered to a customer.