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Wallarm's Service Level Agreement (SLA)

This article describes such aspects of Wallarm's service level as service availability time percentage, possible problem classification and their response and resolution time. Due to strong dependence on client context, normal functioning characteristics are not described in this SLA.

General statement

Wallarm uses commercially reasonable efforts to make the Services available at least 99.95% during each calendar month.

Problem classification

The following classifies and prioritizes problems that can occur with Wallarm services:

Priority level Problem classification Description
1 Urgent The Services are completely unavailable, or performance is so poor as to render the Services unusable.
2 High A major functionality of the Services is unusable which results in limited functionality or affects a large number of Authorized Users.
3 Medium There is a loss of a function or resource that does not seriously affect the Services functionality.
4 Low All other requests for service; such as general usage questions or enhancement requests.

You can set priority to your request when contacting Wallarm Support team through any communicating channel, for example, by setting the Priority field when creating a new service request via Customer Portal. The set priority can be changed by the Support Team or you as a part of Wallarm Support Escalation and Incident Process.

Response and resolution time

The following describes Wallarm's service levels in case when problems occur:

Problem classification Initial response‍ (off-peak time) Resolution/‍mitigation Status updates
Urgent 2 hours 4 hours Every 30 minutes
High 3 hours 24 hours Every 4 hours
Medium 12 hours Next scheduled release Weekly
Low 36 hours Quarterly Twice a month

The status updates arrive in form of comments to the raised service request at Customer Portal accompanied by email/Slack notification on each new comment or change. All your service requests are listed in your profile at Customer Portal.

Normal functioning characteristics

The availability and speed of Wallarm's services and sharing of responsibility strongly depends on multiple factors related to specific client context and varies from client to client. These factors include but not limited to:

Due to said above, normal functioning characteristics are not described in this SLA in particular numbers.

Further details

You can find more details and related information on the Service Level Agreement page of the Wallarm's official site.