This Service Level Agreement (“SLA”) is a part of an Enterprise Customer Agreement (“License Agreement”) between Sublime Security and Customer, under which Sublime provides certain services for Customer. It sets forth the parties’ objectives and the performance levels Sublime must meet for all included services. This SLA is effective beginning on the start date of the License Agreement, and will remain in effect until the termination of the License Agreement. Capitalized terms used but not defined in this SLA have the meanings set out in the License Agreement.
1. Definitions
1.1 Business Days: Monday through Friday, excluding U.S. federal holidays.
1.2 Business Hours: 9:00 AM until 5:00 PM, US Eastern Time, during Business Days.
1.3 Incident: A reproducible failure of the platform to perform in substantial conformity with the specifications set forth in the documentation, whose origin can be isolated to a single cause.
1.5 Scheduled Maintenance: The total number of minutes in a specific month during which the platform is unavailable due to scheduled upgrades and maintenance.
2. Service Availability
2.1 Scheduled Maintenance
- We schedule regular maintenance windows to improve performance, add features, and ensure the security of our platform.
- Scheduled maintenance will be performed during non-business hours whenever possible and it is designed to minimize disruption to your workflow.
- Customers will receive notification of scheduled maintenance at least 48 hours in advance via Slack, Microsoft Teams, or Email.
2.2 Emergency Maintenance
- In rare cases, emergency maintenance may be required to address critical security or performance issues.
- We'll make every effort to notify customers as soon as possible when emergency maintenance is needed.
3. Support Channels
Sublime Security offers multiple channels to meet your support needs. Please note that each table covers specific support offerings.
Core
| Channel |
Availability |
Best For |
| Portal |
Business Hours, expedited for Severity 1 issues. |
Asynchronous collaboration on issues. |
| Email |
Business Hours. |
Detailed issue reports, non-urgent questions. |
| Sublime Slack Community |
Community-driven, monitored during Business Hours. |
Peer support, best practices, general questions. |
Enterprise
| Channel |
Availability |
Best For |
|
Slack & Microsoft Teams
|
Business Hours, 24x7 availability for Severity 1 issues. |
Real-time collaboration on the majority of issues. |
|
Portal
|
Business Hours, 24x7 availability for Severity 1 issues. |
Asynchronous collaboration on issues. |
|
Phone
|
Business Hours, 24x7 availability for Severity 1 issues. |
Escalation for existing issues. |
|
Email
|
Business Hours. |
Detailed issue reports, non-urgent questions. |
|
Sublime Slack Community
|
Community-driven, monitored during Business Hours. |
Peer support, best practices, general questions. |
4. Severity Levels and Response Times
We categorize our support issues based on their impact to your business so that we can ensure an appropriate response time. Please note that each table covers specific support offerings.
Core
| Severity Level |
Description |
| 1 |
The Sublime Platform is completely inaccessible or the majority of its functionality is unusable with no viable workarounds. |
| 2 |
One or more features of the Sublime Platform have become unusable, performance is degraded, or is otherwise not working as intended. |
| 3 |
General questions, feedback, or product enhancement requests. |
Enterprise
Note - This table is only representative of the standard Enterprise offering, and individualized offerings may differ.
| Severity Level |
Description |
Response Time |
| 1 |
The Sublime Platform is completely inaccessible or the majority of its functionality is unusable with no viable workarounds. |
≤ 2 hours |
| 2 |
One or more features of the Sublime Platform have become unusable, performance is degraded, or is otherwise not working as intended. |
≤ 4 business hours |
| 3 |
General questions, feedback, or product enhancement requests. |
≤ 1 business day |
5. Customer Responsibilities
To ensure the best support experience, we ask that you:
- Maintain the current version of our platform
- Promptly install updates when provided
- Designate knowledgeable technical contacts who are familiar with your environment
- Provide timely responses to questions from our support team
- Provide reasonable access and assistance when needed to resolve your issues
6. Support Policy Exclusions
Our support services do not cover issues arising from:
- Unauthorized modifications to our software
- Use of the software in a manner inconsistent with documentation
- Third-party software, services, or integrations not provided by Sublime Security
- Failure to implement recommended updates or patches
- Issues caused by customer's network, hardware, or infrastructure
For any questions regarding this support policy, please contact support@sublime.security
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