SLA

SLA

Effective Date: October 16, 2025
This Service Level Agreement ("SLA") outlines the performance standards and commitments for services provided by Kluster X, a cybersecurity advisory, awareness, and mitigation firm, to its clients ("Client"). This SLA applies to paid services as specified in your contract with Kluster X.
1. Definitions
Services: Cybersecurity advisory, awareness training, and mitigation guidance provided by Kluster X, including consultations, reports, and training sessions.
Uptime: Availability of online services (e.g., client portal, if applicable).
Business Hours: Monday–Friday, 9:00 AM–5:00 PM CET.
Incident: Any issue disrupting Services, reported via email or client portal.
2. Service Availability
Online Services: If Kluster X provides a client portal or tool, we commit to 99.5% uptime monthly, excluding scheduled maintenance (announced 48 hours in advance).
Response Time: For support requests or incidents:
Urgent (critical security issues): Response within 2 hours during Business Hours.
Non-urgent (general inquiries): Response within 24 hours during Business Hours.
Resolution Time: We aim to resolve urgent issues within 8 hours and non-urgent issues within 48 hours, subject to Client cooperation.
3. Scope of Services
Kluster X provides non-binding advisory services, including:
Risk assessments and reports.
Awareness training (e.g., workshops, webinars).
Mitigation guidance (e.g., incident response plans). Services are delivered as per the agreed contract. We do not guarantee specific outcomes (e.g., prevention of breaches), as cybersecurity risks depend on Client implementation.
4. Client Responsibilities
Provide accurate, timely information for assessments or consultations.
Implement recommended measures where applicable.
Report incidents promptly via support@kluster-x.com.
Maintain secure systems for accessing our Services (e.g., strong passwords).
5. Exclusions
This SLA does not cover:
Issues caused by Client’s failure to follow recommendations.
Force majeure events (e.g., natural disasters, cyberattacks on Client systems).
Third-party services (e.g., hosting providers, email platforms).
Scheduled maintenance or updates.
6. Service Credits
If we fail to meet uptime or response time commitments:
Client may request a service credit equivalent to 5% of the monthly fee per hour of downtime beyond 99.5% (max 25% of monthly fee).
Credits are applied to future invoices, not refunded in cash.
Requests must be submitted within 30 days to support@kluster-x.com.
7. Termination
Either party may terminate Services as per the contract. SLA obligations cease upon termination.
8. Limitations
Kluster X is not liable for damages from Service interruptions beyond our control. Total liability is limited to fees paid in the prior 3 months.
9. Amendments
We may update this SLA; changes will be posted at www.kluster-x.com/sla. Continued use constitutes acceptance.
10. Contact
For support or SLA inquiries, email support@kluster-x.com.

Contact

Effective Date: October 16, 2025

This Service Level Agreement ("SLA") outlines the performance standards and commitments for services provided by Kluster X, a cybersecurity advisory, awareness, and mitigation firm, to its clients ("Client"). This SLA applies to paid services as specified in your contract with Kluster X.

1. Definitions

Services: Cybersecurity advisory, awareness training, and mitigation guidance provided by Kluster X, including consultations, reports, and training sessions.

Uptime: Availability of online services (e.g., client portal, if applicable).

Business Hours: Monday–Friday, 9:00 AM–5:00 PM CET.

Incident: Any issue disrupting Services, reported via email or client portal.

2. Service Availability

Online Services: If Kluster X provides a client portal or tool, we commit to 99.5% uptime monthly, excluding scheduled maintenance (announced 48 hours in advance).

Response Time: For support requests or incidents:

Urgent (critical security issues): Response within 2 hours during Business Hours.

Non-urgent (general inquiries): Response within 24 hours during Business Hours.

Resolution Time: We aim to resolve urgent issues within 8 hours and non-urgent issues within 48 hours, subject to Client cooperation.

3. Scope of Services

Kluster X provides non-binding advisory services, including:

Risk assessments and reports.

Awareness training (e.g., workshops, webinars).

Mitigation guidance (e.g., incident response plans). Services are delivered as per the agreed contract. We do not guarantee specific outcomes (e.g., prevention of breaches), as cybersecurity risks depend on Client implementation.

4. Client Responsibilities

Provide accurate, timely information for assessments or consultations.

Implement recommended measures where applicable.

Report incidents promptly via support@kluster-x.com.

Maintain secure systems for accessing our Services (e.g., strong passwords).

5. Exclusions

This SLA does not cover:

Issues caused by Client’s failure to follow recommendations.

Force majeure events (e.g., natural disasters, cyberattacks on Client systems).

Third-party services (e.g., hosting providers, email platforms).

Scheduled maintenance or updates.

6. Service Credits

If we fail to meet uptime or response time commitments:

Client may request a service credit equivalent to 5% of the monthly fee per hour of downtime beyond 99.5% (max 25% of monthly fee).

Credits are applied to future invoices, not refunded in cash.

Requests must be submitted within 30 days to support@kluster-x.com.

7. Termination

Either party may terminate Services as per the contract. SLA obligations cease upon termination.

8. Limitations

Kluster X is not liable for damages from Service interruptions beyond our control. Total liability is limited to fees paid in the prior 3 months.

9. Amendments

We may update this SLA; changes will be posted at www.kluster-x.com/sla. Continued use constitutes acceptance.

10. Contact

For support or SLA inquiries, email support@kluster-x.com.