Legal
Service Level Agreement
Standard metrics, turnaround times, and incident response guarantees for SOC Root clients. No ambiguity.
Platform Availability
99.9% Uptime Guarantee
The Synapse SOC Engine, Client Portal, and API endpoints are guaranteed to have a 99.9% monthly uptime. Planned maintenance windows are communicated 7 days in advance and operate solely outside of Gulf Standard Time (GST) business hours.
Incident Severity & Response
Critical (P0)
Active exploitation, mass data exfiltration, or complete loss of critical infrastructure.
High (P1)
Severe vulnerability exposing internal network, high probability of exploitation.
Medium (P2)
Misconfiguration or vulnerability with limited impact or high complexity to exploit.
Low (P3)
Informational findings, best practice deviations, or defense-in-depth suggestions.
Service Turnarounds
Reports delivered within 24 hours of scan completion. Executive summary included.
NCA ECC 2.0 readiness assessments finalized within 3-5 business days of asset mapping.
Automated workflows initiated within 60 seconds of critical alert validation by the LLM engine.