Porifera Service Level Agreement

Service Commitments

• Availability: 99.9% uptime, excluding planned maintenance.
• Performance: Meets documented benchmarks to ensure consistent reliability.
• Security:
  • Encryption of data in transit and at rest.
  • Role-based access controls and multi-factor authentication.
  • No customer data stored beyond essential configuration files.
• Data Backup: Daily backups with 30-day retention.

Support Tiers

Standard Support

• Business hours: Sunday–Thursday, 9:00–17:00 GMT+2
• Bug fixes, updates, and performance enhancements
• Email and portal support for troubleshooting

Premium Support

• Includes all Standard Support features
• Deployment and configuration services tailored to your needs
• Proactive troubleshooting and performance optimization
• Integration support for third-party components (e.g., Kafka, ID servers)
• Dedicated support representative and priority incident handling

Incident Response & Resolution

• Severity 1 – Critical outage: 4 hours response
• Severity 2 – Major function loss: 6 hours response (Premium) / 1 business day (Standard)
• Severity 3 – Partial function loss: 8 hours response (Premium) / 2 business day (Standard)
• Severity 4 – Minor issue: 2 business day response

Maintenance

• Planned maintenance: 48-hour advance notice.
• Emergency maintenance: Performed only when necessary with minimal disruption.
• Regular updates: Security patches and feature enhancements are provided continuously.

Terms & Governance

• Governed by United Arab Emirates law.
• Disputes resolved through good faith negotiations.
• SLA is reviewed annually and may be updated by mutual agreement.