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Service Level Agreement
Our commitments for the paid plans.
Availability
We target 99.9% monthly availability of the control panel. Server protection does not depend on it: agents keep scanning, blocking and enforcing rules when the panel cannot be reached and catch up when it is back.
Support response times
| Priority | Example | First response |
|---|---|---|
| Urgent | Websites down because of a block or rule | 4 hours |
| High | Agent not connecting, scans failing | 12 hours |
| Normal | Questions, settings, false positives | 1 business day |
Exclusions
Planned maintenance announced in advance, problems caused by your servers, network or third parties, and misuse of the Service.
Last updated: 6 October 2026