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Service Level Agreement (SLA)

Sample Document — This is a representative example of the SLA offered by threat-hunting.co.uk. Actual SLAs are customized based on your specific requirements and service tier.

1. Service Overview

threat-hunting.co.uk provides 24/7 Managed Detection and Response (MDR) services including threat monitoring, detection, investigation, and incident response. This Service Level Agreement defines the service commitments and performance standards.

2. Service Availability

Uptime Guarantee

Service Component	Target Availability	Monthly Downtime Allowance
Monitoring Platform	99.9%	43.2 minutes
24/7 Analyst Team	99.95%	21.6 minutes
Incident Response	100%	0 minutes

3. Response Time Commitments

Initial Response Times

Critical Incident: 15 minutes (24/7)
High Priority Alert: 1 hour (24/7)
Medium Priority: 4 hours (business hours), 8 hours (off-hours)
Low Priority: 24 hours

4. Service Scope

Included Services

24/7 threat monitoring and detection
Real-time alert generation and analysis
Incident investigation and analysis
Threat intelligence updates
Weekly security briefings
Monthly detailed reports
Quarterly strategic reviews
On-demand threat hunting (up to 40 hours/quarter)

5. Onboarding Process

Fast Deployment Timeline

Week 1: Initial assessment and environment discovery
Week 2: Sensor deployment and configuration
Week 3: Rule tuning and baseline establishment
Week 4: Full operational readiness

Target Onboarding Time: 4 weeks from contract signature to full operational status

6. Service Credits

If we fail to meet the availability guarantees specified in this SLA, service credits will be applied as follows:

Availability Level	Service Credit
99.0% to 99.89%	5% of monthly fee
98.0% to 98.99%	10% of monthly fee
Below 98.0%	25% of monthly fee

7. Support Channels

24/7 Phone Support: +44 (0)XXXX XXXXXX
Email Escalation: critical@threat-hunting.co.uk
Dedicated Slack Channel: Included with service
Online Portal: Real-time alert and ticket management

8. Exclusions

This SLA does not cover:

Service interruptions caused by customer-side infrastructure failures
Incidents resulting from customer misuse or non-compliance with guidelines
Third-party service failures beyond our control
Scheduled maintenance (with 48 hours notice)

9. Service Reviews

Quarterly business reviews with stakeholders
Monthly performance metrics and KPI reviews
Continuous optimization of detection rules and response procedures

10. Cancellation Policy

Short-term contracts (3-12 months) provide flexibility:

30 days written notice required for cancellation
Pro-rata billing for final period
Data offboarding and transition support included

⚠️ Important Notice

This is a sample SLA document provided for illustrative purposes. Actual Service Level Agreements are customized based on your organization's specific requirements, risk profile, and service tier selection. We encourage you to review the full SLA details with our sales team before engagement.

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