Service Level Agreement

1.Scope

This SLA applies to organisations on a paid, active SINON subscription. It forms part of our Terms of Service and qualifies section 9 of those Terms.

It does not apply to accounts on a free search, trial or evaluation, to accounts in arrears, or to accounts suspended under the Acceptable Use Policy.

2.What this SLA covers — and what it does not

This is a commitment about the availability of the platform: the dashboard and API responding to your requests.

It is not a commitment about the intelligence itself. We do not, and cannot, commit to:

• finding any particular item, or finding it within any period. Our sources are run by people actively trying not to be observed;
• the continued availability of any source. Leak sites go dark, channels revoke access, and forums close without notice;
• the accuracy or completeness of any finding. Terms section 5 governs this;
• a quiet dashboard meaning you are unaffected.

A working platform that shows you nothing is the service performing correctly under this SLA. That is an uncomfortable sentence to write on a page about service levels, and it is the honest one.

3.Availability commitment

We commit to a Monthly Uptime Percentage of 99.5% for the SINON dashboard and API, measured per calendar month.

Monthly Uptime Percentage means the total minutes in the month, minus minutes of Downtime, divided by the total minutes in the month.

Downtime means a period of five or more consecutive minutes during which the platform returns errors to, or fails to respond to, substantially all authenticated requests. Isolated failures, degraded performance and single-feature faults are not Downtime.

99.5% permits approximately 3 hours 39 minutes of Downtime in a 30-day month.

4.Exclusions

The following are not counted as Downtime:

• Scheduled maintenance, announced at least 48 hours in advance, capped at 4 hours per month and performed outside 09:00–18:00 UTC on business days wherever practicable.
• Emergency maintenance reasonably necessary to address a security vulnerability or imminent failure. We will notify you as soon as we can, which may be after the fact.
• Third-party source unavailability. If a leak site, channel, forum or upstream data provider is unreachable, the platform is still available and this SLA is unaffected.
• Factors outside our reasonable control — your network or equipment, your cloud or identity provider, internet routing, denial-of-service attacks, and force majeure.
• Suspension under Terms section 9 or the Acceptable Use Policy, and any consequence of your breach of the Terms.
• Your own use. Requests refused for exceeding a documented rate limit or plan allowance are the platform working as specified.

5.Service credits

Where we miss the commitment in a calendar month, you may claim a credit against a future invoice:

Credits are calculated against the fee for the affected month, apply to a future invoice, and are not exchangeable for cash. Total credits in any month will not exceed that month’s fee.

Service credits are your sole and exclusive remedy for any failure to meet the availability commitment. See our Refund Policy.

6.Claiming a credit

Credits are not automatic. Email [email protected] within 30 days of the end of the affected month, including the dates and times of the Downtime you observed and any logs or error responses you have.

We will respond within 10 business days. Our monitoring records are the reference for whether Downtime occurred and for how long; where your evidence conflicts with them, we will tell you what we recorded and why.

7.Alerting

Where an alert is triggered by a finding, we aim to deliver it within 15 minutes of the item being classified.

This is a target, not a commitment carrying credits. Delivery depends on your mail provider, and the time between something appearing at a source and our collecting it depends entirely on that source. No credit is payable for alert latency.

8.Support response targets

Targets for a first substantive response, during business hours, from the account’s billing email:

Business hours are 09:00–18:00 UTC, Monday to Friday, excluding public holidays. These are response targets, not resolution times, and do not carry credits.

9.Changes to this SLA

We may update this SLA. Where a change materially reduces the commitment, we will give at least 30 days’ notice in line with Terms section 15, and you may terminate before it takes effect.

10.Contact

Service level claims, credit claims and security issues: [email protected]
Sinon Security