Service Level Agreement (SLA)
SLA Highlights
1. Introduction
This Service Level Agreement ("SLA") is a binding agreement between Rubiest Development ("LiteSOC," "we," "us," or "our") and you ("Customer," "you," or "your") governing the service levels for the LiteSOC security observability platform.
This SLA applies to customers on paid plans (Pro and Enterprise). Free tier users receive best-effort support without guaranteed response times or service credits.
2. Service Availability
2.1 Uptime Commitment
LiteSOC commits to a monthly uptime of 99.9% for the Ingestion API (api.litesoc.io). This equates to a maximum of approximately 43 minutes of unscheduled downtime per month.
2.2 Uptime Calculation
Monthly Uptime Percentage is calculated as:
Where "Downtime" means the total number of minutes during which the Ingestion API is unavailable, excluding Scheduled Maintenance and Exclusions defined in Section 5.
2.3 Covered Services
- Ingestion API (
api.litesoc.io/collect) - Security event collection endpoint - Management API (
api.litesoc.io/v1/*) - Alerts and Events query endpoints - Dashboard (
www.litesoc.io/dashboard) - Web application interface
3. Support Response Times
Support requests are classified by severity level. Response times are measured from the time of ticket submission to the first substantive response from our support team.
| Severity | Description | Response Time | Example |
|---|---|---|---|
| Critical | Complete service outage or data loss | 4 hours | API completely unresponsive |
| High | Security alerts or major feature degradation | 12 hours | Alerts not firing, delayed processing |
| Normal | General inquiries, feature requests | 24-48 hours | Integration questions, billing |
3.1 Response times apply during business hours (9:00 AM - 6:00 PM MYT, Monday - Friday), except for Critical severity issues which are monitored 24/7.
3.2 Enterprise customers receive priority support with dedicated account management and expedited response times.
4. Service Credits
If LiteSOC fails to meet the 99.9% monthly uptime commitment, eligible customers may request service credits as outlined below:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
4.1 Service credits are applied as a credit to the next billing cycle and are not redeemable for cash.
4.2 To receive a service credit, you must submit a request to support@litesoc.io within 30 days of the end of the affected billing month.
4.3 The maximum aggregate service credit for any billing month shall not exceed 50% of the monthly fee for that month.
4.4 Service credits are available only to customers in good standing with no outstanding payment obligations.
5. Exclusions
The following events are excluded from downtime calculations and do not qualify for service credits:
5.1 Scheduled Maintenance
Planned maintenance windows announced at least 24 hours in advance via email notification and/or status page. Scheduled maintenance typically occurs during low-traffic periods (Saturday/Sunday, 2:00 AM - 6:00 AM MYT).
5.2 Third-Party Infrastructure Failures
Outages caused by our infrastructure providers (Vercel, Supabase, Upstash, Cloudflare) that are beyond our reasonable control. We will communicate such incidents transparently via our status page.
5.3 Force Majeure
Events beyond reasonable control including natural disasters, acts of war, terrorism, government actions, or widespread internet outages.
5.4 Customer-Caused Issues
Downtime resulting from customer actions, including API misuse, exceeding rate limits, or misconfigured integrations.
5.5 Beta or Preview Features
Features explicitly marked as "Beta," "Preview," or "Experimental" are not covered by this SLA.
6. Status Page & Communication
6.1 Real-time service status is available at status.litesoc.io.
6.2 Incident notifications are communicated via:
- Status page updates (status.litesoc.io)
- Email notifications to account administrators
- In-app notifications on the dashboard
7. SLA Modifications
7.1 LiteSOC reserves the right to modify this SLA with 30 days' written notice. Continued use of the Service after the effective date of modifications constitutes acceptance of the updated SLA.
7.2 Material changes that reduce service levels will not apply retroactively to existing annual contracts until renewal.
8. Contact Information
For SLA-related inquiries, service credit requests, or to report an incident:
- Support Email: support@litesoc.io
- Status Page: status.litesoc.io
- Security Issues: security@litesoc.io