Trust

Service Level Agreement

Last updated: March 4, 2026

Draft. This is a draft Service Level Agreement for pre-launch and should be reviewed by legal counsel before publication. Commitments below apply only where incorporated into a signed order or subscription agreement.

Overview & scope

This Service Level Agreement ("SLA") describes the availability commitment and support targets for the HELIX hosted platform (the "Service"). It applies to paying customers on an active subscription and forms part of the agreement between you and HELIX Security.

This SLA covers the hosted Service operated by HELIX. It does not cover self-managed deployments, free trials, beta or preview features, or third-party systems you direct the Service to test. Where this SLA conflicts with a signed enterprise agreement, the signed agreement controls.

Definitions

  • Uptime. The percentage of minutes in a calendar month during which the Service is available, excluding time attributable to any Exclusion below.
  • Downtime. A period in which the core functions of the Service are unavailable to you, as confirmed by our monitoring, and not attributable to an Exclusion.
  • Scheduled Maintenance. Planned work on the Service for which we provide advance notice as described below.
  • Service Credit. A credit applied against a future invoice, calculated as a percentage of the monthly fee for the affected Service, as set out in the credit schedule.

Uptime commitment

We target 99.9% Uptime per calendar month for the hosted platform. Uptime is measured by our monitoring systems across the core functions of the Service. If monthly Uptime falls below this target and the shortfall is not attributable to an Exclusion, you may be eligible for a Service Credit as described below.

Service credit schedule

If monthly Uptime falls below the target, eligible customers may request a Service Credit calculated as a percentage of the monthly fee for the affected Service:

  • Below 99.9% and at or above 99.0%, 10% of the monthly fee.
  • Below 99.0% and at or above 95.0%, 25% of the monthly fee.
  • Below 95.0%, 50% of the monthly fee.

Service Credits are your sole and exclusive remedy for any failure to meet the Uptime commitment. Credits are applied to future invoices, are not redeemable for cash, and in aggregate will not exceed the fees paid for the affected Service in the month in which the shortfall occurred.

Support & response times

We target the following initial response times based on the severity of the issue you report. Response time is measured from when a complete report is received through a supported support channel.

  • Critical, the Service is down or a core function is unusable with no workaround: 1 business hour.
  • High, a major function is significantly impaired but a workaround exists: 4 business hours.
  • Normal, a minor issue, question, or feature request: 1 business day.

Response times refer to our first substantive response, not to resolution. We will use commercially reasonable efforts to resolve issues promptly based on their severity.

Exclusions

The Uptime commitment does not apply to, and Downtime does not include, unavailability caused by:

  • Scheduled Maintenance performed within an announced window.
  • Factors outside our reasonable control, including issues with your network, devices, credentials, or the targets you direct the Service to test.
  • Your use of the Service in a manner inconsistent with the documentation or your agreement, or actions taken by you or your authorized users.
  • Force majeure events, including natural disasters, outages of upstream providers, denial-of-service attacks, and government actions.
  • Beta, preview, trial, or otherwise non-general-availability features.

Scheduled maintenance windows & notice

From time to time we perform maintenance that may briefly affect availability. We aim to schedule such work during low-traffic windows and to provide at least 48 hours' advance notice for planned maintenance through the Service or by email. In rare cases we may perform emergency maintenance with shorter or no notice to protect the security or integrity of the Service; we will notify affected customers as soon as practicable.

How to claim a credit

To request a Service Credit, contact us at hello@helixsecurity.app within 30 days of the end of the month in which the shortfall occurred. Your request must include the affected dates and times, a description of the impact, and any supporting information you can provide. We will review the request against our monitoring records and, if approved, apply the credit to a future invoice.

Contact

For support, SLA questions, or to claim a Service Credit, contact hello@helixsecurity.app. Current platform availability is shown on our Status page.