1. Service Availability Objective
SentryDog targets 99.9% monthly platform availability for monitoring and ticketing features, excluding scheduled maintenance windows and force majeure events.
2. Incident Priority and Response Targets
| Severity | Definition | Initial Response |
|---|---|---|
| Critical | Production outage, breach, or business-stopping incident | Within 15 minutes |
| High | Major degradation with customer impact | Within 1 hour |
| Medium | Partial feature issue with workaround | Within 4 hours |
| Low | General request or minor issue | Within 1 business day |
3. Maintenance Windows
Planned maintenance is communicated in advance whenever possible. Emergency maintenance may occur without advance notice when needed to preserve security or service continuity.
4. Service Credits
- 99.0% to 99.89% monthly availability: 5% service credit.
- 98.0% to 98.99% monthly availability: 10% service credit.
- Below 98.0% monthly availability: 20% service credit.
Credits apply to future invoices and must be requested within 15 business days after the affected month.
5. Exclusions
This SLA does not apply to outages caused by customer-side code changes, third-party platform failures, abuse, credential compromise outside SentryDog control, or force majeure events.
6. Support Channels
Support requests must be submitted through the Client Portal. SentryDog provides 24/7/365 support via the portal; faster response targets are guaranteed during Live Support operating hours (see Section 7). Email is used only for ticket status updates, uptime alerts, and maintenance notifications. For incidents, include clear impact details and relevant timestamps for faster triage.
7. Live Support Operating Hours
SentryDog provides 24/7/365 support via the Client Portal. Faster response targets are guaranteed during Live Support operating hours below. All times listed are in WAT (Africa/Lagos). Email is used only for ticket status updates, uptime alerts, and maintenance notifications; support interactions and requests must be submitted through the portal.
| Monday | 8:00 AM – 7:00 PM |
| Tuesday | 8:00 AM – 7:00 PM |
| Wednesday | 8:00 AM – 7:00 PM |
| Thursday | 8:00 AM – 7:00 PM |
| Friday | 8:00 AM – 7:00 PM |
| Saturday | 8:00 AM – 5:00 PM |
| Sunday | Closed |
Faster response times during Live Support hours are guaranteed per the response targets in Section 2. After-hours incidents will be triaged according to severity and the standard response targets.