---
title: SLA - CyberGuard
---

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# Service Level Agreement (SLA) - CyberGuard

Effective Date: 1-1-2026

Applicable to CyberGuard Essentials, Advanced, and Elite service tiers.

## 1. Scope of Services

CyberGuard provides cybersecurity monitoring, detection, and response services designed to protect client environments from security threats. This SLA applies specifically to security-related events and incidents identified within the CyberGuard platform.

CyberGuard is not a substitute for general IT support. Non-security-related issues are handled under a separate Managed Services Agreement or billed separately.

## 2. Service Hours

| Tier | Monitoring | Response Hours |
| --- | --- | --- |
| Essentials | 24/7 | Mon–Fri, 8 AM–5 PM |
| Advanced | 24/7 | Mon–Fri, 8 AM–5 PM |
| Elite | 24/7 | 24/7 |

## 3. Incident Severity Levels

**Critical (Severity 1):** Active threat or confirmed compromise (e.g., ransomware, account takeover)

**High (Severity 2):** High-risk alert requiring urgent attention

**Medium (Severity 3):** Potential threat or vulnerability

**Low (Severity 4):** Informational or low-risk findings

## 4. Response Time Objectives

| Tier | Critical | High | Medium | Low |
| --- | --- | --- | --- | --- |
| Essentials | 1 hr (business hours) | 4 hrs | 1 business day | 2 business days |
| Advanced | 1 hr | 2 hrs | 8 hrs | 1 business day |
| Elite | 30 min (24/7) | 1 hr | 4 hrs | 8 hrs |

## 5. Included Security Response Services

- Threat detection and alert triage
- Endpoint isolation and containment
- Malware quarantine and removal
- Identity threat response
- Email threat mitigation
- Security alert validation and closure

## 6. Limitations & Exclusions

- No general IT support or help desk services
- No system repair or performance troubleshooting
- No data recovery or rebuild services
- No application-level troubleshooting

## 7. Remediation Boundaries

Remediation is limited to actions within the security toolset. Additional system repair or recovery will be scoped separately or covered under an MSP agreement.

## 8. Escalation

**Essentials:** Standard queue

**Advanced:** Priority handling

**Elite:** Highest priority + immediate escalation

## 9. Reporting

**Essentials:** Standard reporting

**Advanced:** Reports + Quarterly Security Review (Security Analyst–led)

**Elite:** Executive reporting + Quarterly Reviews + Annual Strategy Review

## 10. Client Responsibilities

- Maintain supported systems and licensing
- Follow security best practices
- Respond to critical alerts when required

## 11. SLA Exclusions

- Unsupported or end-of-life systems
- Client's refusal to implement recommendations
- Third-party outages
- Force majeure events

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