Service Level Agreement

Our commitment to availability, performance, and support response times.

Effective Date: January 1, 2026 | Version 2.0

Service Guarantees

99.9%

Uptime Guarantee

Average downtime: 43.8 min/month

<250ms

API Response Time

95th percentile, measured monthly

<5min

Average Scan Time

Standard iOS applications

Uptime Commitment

CheckAppSec guarantees 99.9% uptime for all paid plans, measured monthly. Uptime is calculated as:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Service Credits

If we fail to meet our uptime guarantee, you're eligible for service credits:

Monthly Uptime %	Approximate Downtime	Service Credit
99.9% - 99.0%	43.8 min - 7.2 hours	10% of monthly fee
99.0% - 95.0%	7.2 hours - 1.5 days	25% of monthly fee
Below 95.0%	More than 1.5 days	50% of monthly fee

Exclusions from SLA

• Scheduled maintenance (announced 72 hours in advance)
• Issues caused by third-party services (AWS, OpenAI outages)
• DDoS attacks or malicious activity
• Customer misuse or violations of Terms of Service
• Force majeure events (natural disasters, wars, etc.)

Support Response Times

Critical

Service down, data loss, security breach

Free:24 hours

Pro:4 hours

Enterprise:1 hour

High

Major feature broken, performance degraded

Free:48 hours

Pro:8 hours

Enterprise:4 hours

Normal/Low

Questions, feature requests, minor bugs

Free:5 days

Pro:24 hours

Enterprise:8 hours

Enterprise Premium Support

24/7/365 coverage - Phone, email, Slack support
Dedicated account manager - Your single point of contact
Priority escalation - Direct access to engineering team
Quarterly business reviews - Strategy and optimization calls

Performance Guarantees

API Response Times

Search Endpoint

<200ms

95th percentile

Upload Endpoint

<500ms

excluding file transfer time

Analysis Status

<100ms

real-time polling

Results Retrieval

<150ms

cached responses

Analysis Performance

<3 min

Small apps (<50MB)

<5 min

Medium apps (50-200MB)

<10 min

Large apps (>200MB)

Scheduled Maintenance

Maintenance Window

Scheduled maintenance occurs Sundays 2:00-4:00 AM UTC (lowest traffic period).

• 72 hours advance notice via email and status page
• Maximum 2 hours downtime per maintenance window
• Emergency patches may be applied with 24 hours notice

Zero-Downtime Deployments

Most updates are deployed with zero downtime using blue-green deployments. Critical infrastructure changes may require brief maintenance windows.

Incident Response Timeline

Detection: <15 minutes

Automated monitoring alerts our on-call team

Assessment: <30 minutes

Incident severity classification and impact analysis

Communication: <1 hour

Status page updated, affected customers notified

Mitigation: <4 hours

Temporary workaround or service restoration

Resolution: <24 hours

Permanent fix deployed and verified

Post-Mortem: Within 5 days

Root cause analysis and prevention measures shared

Service Credit Claims

To request service credits for SLA violations:

1
Submit a claim within 30 days of the incident via support@checkappsec.com
2
Include details: Date/time of incident, affected services, impact description
3
Review period: We'll investigate and respond within 15 business days
4
Credit application: Approved credits applied to your next billing cycle

Note: Service credits are the sole remedy for SLA violations. Credits cannot be redeemed for cash and do not roll over to subsequent months.

Real-Time Status Monitoring

Track our performance in real-time and subscribe to incident notifications:

Live Status Page

Real-time service status and uptime metrics

Contact Support

Questions about SLA or service credits

Enterprise-Grade Reliability

Our SLA is backed by robust infrastructure, 24/7 monitoring, and a commitment to transparency.

This SLA applies to all paid plans. Free plans are provided as-is without SLA guarantees.

Last Updated: January 1, 2026 | Version 2.0

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