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