Enterprise Service Level Agreement (SLA)
Availability and support commitments for the Enterprise plan: 99.9% per month, service credits when we miss it, severities and response times.
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Draft under legal review. This text is not binding yet and may change.
This is a courtesy translation; the Portuguese version prevails.
This Service Level Agreement ("SLA") applies to Enterprise customers who sign it in writing, as an annex to the main contract (MSA) with GZ Segurança e Defesa Cibernética LTDA ("Moatgator"), CNPJ 40.988.106/0001-60, Brazil. The Hatchling, Indie, Startup and Scale plans have no SLA: we aim for the same availability, without credits. If the customer's contract has different numbers, the contract prevails. This is a courtesy translation: the Portuguese version prevails.
1. What we measure
Covered service: the public API (event ingestion, Attest verification, policy and build) at api.moatgator.com and the console at app.moatgator.com.
Monthly availability = (minutes in the month − minutes of downtime) ÷ minutes in the month × 100.
A minute counts as downtime when more than 5% of valid requests to the covered service fail with a server error (5xx code) or get no response within 30 seconds, as measured by our monitoring from more than one location. The status page shows the current state.
On-device protection does not depend on the API. SDK detections keep working in the app even if the API is down; the SDK keeps events and sends them again when it is back, as described in each platform's documentation. Downtime affects the console, new builds and Attest verification.
2. Commitment
99.9% monthly availability (up to about 43 minutes of downtime per month).
3. Service credits
If monthly availability falls below the commitment, the customer receives a credit on the monthly fee of the affected service:
| Availability in the month | Credit |
|---|---|
| below 99.9% and at least 99.5% | 10% |
| below 99.5% and at least 99.0% | 25% |
| below 99.0% | 50% |
- The customer requests the credit within 30 days after the end of the month, through the support channel, stating the period. We confirm against our records within 10 business days.
- The credit is applied to the next invoice; it is not paid in cash, except at the end of the contract when no future invoice exists.
- Total credits for a month never exceed 50% of the monthly fee of the affected service.
- Credits are the sole remedy for downtime, without prejudice to the termination right in section 6 and to rights the law does not allow to be waived.
4. What does not count as downtime
- Scheduled maintenance announced at least 72 hours in advance on the status page and by e-mail, of at most 4 hours per month, preferably between 0:00 and 6:00 (Brasília time);
- emergency maintenance to fix a critical vulnerability, announced as soon as possible;
- causes beyond Moatgator's reasonable control (force majeure, general internet failure, large-scale denial-of-service attacks despite reasonable defenses);
- use contrary to the contract, the documentation or the Acceptable Use Policy, or above the contracted limits;
- failures in the customer's own network, systems or integrations;
- suspension under the contract (for example, for non-payment or breach of the Acceptable Use Policy);
- features labeled preview or beta.
5. Support
Channels: console (support tab), support e-mail and a shared channel (Slack or Microsoft Teams), when contracted.
Business hours: Monday to Friday, 9:00 to 18:00 (Brasília time), except Brazilian national holidays. Severity 1 is handled 24 hours a day, 7 days a week.
| Severity | Example | First response | Updates |
|---|---|---|---|
| 1. Critical | Covered service down or suspected leak of customer data; mass false positives blocking users in production | within 1 hour, 24×7 | every 2 hours until worked around |
| 2. High | Severe degradation or failure of a module with no workaround | within 4 business hours | every business day |
| 3. Medium | Issue with a workaround; a question that blocks an integration | within 1 business day | when there is news |
| 4. Low | General question, feature request | within 3 business days | on completion |
The customer sets the severity when opening the ticket; we may adjust it by mutual agreement, with a reason. "First response" is the time until a person on our team takes the ticket, not the time to resolution.
6. Repeated failure
If availability falls below 99.0% in two consecutive months, or in three months within any twelve-month period, the customer may terminate the affected service without penalty and receive a pro-rata refund of prepaid, unused fees, by written notice within 30 days of the last month that gave rise to the right.
7. Continuity
We keep encrypted backups of the database with a target of at most 1 hour of data loss (RPO) and recovery within 4 hours (RTO) in a disaster affecting the main hosting. These targets guide our recovery plan; they do not give rise to credits beyond section 3.
8. Changes
We may update this SLA, but a change only applies to a contract in force at its next renewal, unless it is more favorable to the customer.