Last updated: August 6, 2026
This Service Level Agreement forms part of the EnterProtect Terms of Service and sets out what we commit to on availability and support, and what you get if we miss it. It applies to customers whose account is in good standing. Terms defined in the Terms of Service carry the same meaning here.
1. What is covered
The Core Service means the EnterProtect console and the backup, replication and recovery functions behind it.
It does not include features labelled trial, beta or preview, third party services we connect to at your request, or anything that depends on your own network, hardware or credentials. Those are excluded because we cannot commit to availability we do not control.
2. Availability commitment
We commit to 99.9% monthly availability of the Core Service, measured over each calendar month.
The Core Service is unavailable when it cannot be reached or cannot accept work, as recorded by our own monitoring. Availability is calculated as the minutes in the month less unavailable minutes, divided by the minutes in the month.
The following do not count as unavailability:
- Planned maintenance, where we have given at least three days' notice by email to account administrators. We schedule it outside North American business hours wherever we can.
- Emergency maintenance needed to address a security issue or prevent data loss. We will tell you as soon as we reasonably can, and afterwards if there was no time before.
- Your side of the connection: your network, hardware, agents, appliances, credentials or configuration.
- A third party service you have connected, when the fault is theirs.
- Force majeure, meaning events genuinely beyond our reasonable control.
We do not publish a status page. Notice of an outage, of planned maintenance, and of resolution is sent by email to your account administrators, so it reaches you rather than waiting for you to go and look.
3. Service credits
If we miss the commitment in a month, you may claim a credit against the next invoice:
| Monthly availability | Credit |
|---|---|
| 99.0% to below 99.9% | 10% of that month's fees |
| 95.0% to below 99.0% | 25% of that month's fees |
| Below 95.0% | 50% of that month's fees |
Claim by writing to [email protected] within 30 days of the end of the month concerned, telling us the dates and times you were affected. We will respond within 30 days. Credits are applied against future fees, are not paid in cash, and are the sole remedy for failing to meet the availability commitment.
4. Support
Support is available Monday to Friday, 8am to 5pm Pacific, excluding statutory holidays in British Columbia, through:
- email to [email protected], from an address registered on your account;
- the support option inside the console;
- the documentation and guides on our website.
Recovery emergencies are the exception to those hours. See section 6.
5. Severity and response times
We assign a severity when we acknowledge a case, based on the effect you describe. Response time is the time from your report reaching us to a person acknowledging it and beginning work, not to resolution, which depends on what is wrong.
| Severity | Means | Response |
|---|---|---|
| Critical | A recovery is failing during an incident, or the Core Service is unavailable to you | 1 hour, any time |
| High | Backups are failing and data is going unprotected | 4 business hours |
| Normal | A function is not working correctly but protection continues | 1 business day |
| Low | A question, or a request for guidance | 2 business days |
On a Critical case we work continuously until it is resolved or reduced to a lower severity, and we will tell you where things stand at least every hour while it is open.
6. Recovery emergencies
A failing recovery during an incident does not wait for business hours. If you are trying to restore and cannot, mark the case Critical and we will respond within one hour whatever the time or day.
Responding is not the same as guaranteeing an outcome. What can be recovered depends on what was protected and when it last succeeded, as section 9 of the Terms of Service explains. This commitment is that somebody competent is with you quickly, not that every restore succeeds.
7. What we need from you
We can only act on what we can see. To get the response times above, report the problem from a registered address, describe what you were doing and what happened, and give us the identifiers shown in the console. For a fault we cannot reproduce we may need access or diagnostics, and the clock on resolution pauses while we are waiting for them.
8. Changes
We will post any change here and update the date at the top. If a change reduces a commitment, we will give account administrators 30 days' notice by email before it takes effect.