Ciphrix
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Service Level Agreement

Last updated: 03 April 2025

  1. Platform Availability

    Ciphrix uses commercially reasonable efforts to maintain monthly availability by subscription tier.

    TierMonthly Uptime Commitment
    Growth98.5%
    Accelerate99.0%
    Enterprise99.5%

    Scheduled maintenance with at least 48 hours' notice and force majeure events are excluded from uptime calculations.

  2. Support Window and Contact

    Support requests are submitted to support@ciphrix.com and handled Monday to Friday, 9am-6pm AEST, excluding Australian public holidays.

  3. Response Targets

    Response time means initial acknowledgement and assignment, not final resolution.

    PriorityGrowthAccelerateEnterprise
    P1 - Critical2 business days1 business day4 business hours
    P2 - High3 business days2 business days1 business day
    P3 - Normal5 business days3 business days2 business days
    P4 - LowBest effortBest effortBest effort

  4. Priority Definitions

    • P1: full platform outage, confirmed data loss, or active confirmed security breach.
    • P2: core functionality unavailable without workaround and significant compliance impact.
    • P3: non-critical issue with limited scope or available workaround.
    • P4: cosmetic issues, feature requests, or general product questions.

  5. Account Management

    TierAccount Management
    GrowthStandard email support during business hours.
    AccelerateStandard email support; CSM available as an optional add-on.
    EnterpriseDedicated Customer Success Manager with quarterly business reviews.

  6. Exclusions

    SLA commitments do not cover third-party provider failures, customer systems or integrations, unsupported usage, scheduled maintenance, or force majeure events.

  7. Remedies

    The SLA does not provide automatic credits. Ciphrix may offer credits or other remedies at its sole discretion after significant service disruption.