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OperationsPolicy 7 of 13
Service Level Agreement
This section describes target service availability and support response expectations for hosted parts of IRU Shield, excluding local endpoint issues outside our control.
1. Availability target
IRU Shield may target commercially reasonable uptime for hosted dashboards, APIs, and update systems, excluding scheduled maintenance, force majeure, internet disruptions, customer network conditions, or emergency protective actions.
2. Support priorities
- Critical: severe service-impacting or security-sensitive issues.
- High: materially degraded protection or business workflows.
- Normal: feature issues, reporting inconsistencies, or administrative questions.
- Low: cosmetic bugs, enhancement requests, non-urgent clarifications.
3. Maintenance and exceptions
Scheduled maintenance windows may be used for upgrades, infrastructure work, security controls, or emergency patches. Where practical, advance notice may be provided. IRU Shield may act immediately without prior notice where required to reduce cyber risk or protect users and systems.