Service Level Agreement: Hosted Console
Last updated: 27 September 2026
This SLA is part of the Terms of Service between Techmek LLC and customers on a paid Business or Enterprise plan who use the hosted console at vguard.techmek.io. It does not apply to the Community or Team plans, trials, self-hosted or air-gapped consoles, or the gateway software.
1. Protection does not depend on the console
The gateway runs on your machines and protects data locally. If the hosted console is down, gateways keep detecting, tokenizing and withholding sensitive data exactly as before, using the policy and the signed organisation rules they already hold. What pauses during an outage is management: viewing the dashboard, publishing new rules, enrolling devices, and receiving telemetry (gateways retry and send it later).
2. Commitment
| Plan | Monthly Uptime Percentage |
|---|---|
| Business | 99.5% |
| Enterprise | 99.5% (99.9% where an Order Form provides a dedicated, highly available deployment) |
Monthly Uptime Percentage = (total minutes in the calendar month − Downtime minutes) ÷ total minutes, × 100.
Downtime is a period of at least 5 consecutive minutes in which the console's sign-in and API endpoints return server errors (HTTP 5xx) or do not respond to requests, as measured by our monitoring from outside the hosting network, excluding the exclusions in section 4.
3. Service credits
| Monthly Uptime Percentage | Credit (% of that month's fees for the hosted console) |
|---|---|
| Below the commitment but at least 99.0% | 10% |
| Below 99.0% but at least 95.0% | 25% |
| Below 95.0% | 50% |
To claim, email devopsplus11@gmail.com (or your account contact) within 30 days after the end of the month, with the dates and times of the Downtime. Credits are applied to your next invoice; they are not paid in cash unless your subscription ends without a further invoice, in which case we refund the credit. Credits in any month are capped at 50% of that month's fees. Service credits are your sole and exclusive remedy for failure to meet this SLA, except that if Monthly Uptime is below 95.0% in any two consecutive months, you may also terminate the affected subscription within 30 days and receive a pro rata refund of prepaid fees.
4. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance announced at least 48 hours in advance in the console, limited to 4 hours per month and scheduled outside 08:00–18:00 US Eastern time on weekdays where practicable;
- emergency security maintenance to address an active threat (we will keep it as short as possible and explain it afterwards);
- factors outside our reasonable control, including force majeure events, internet outages outside our hosting provider's network, and attacks that could not reasonably be prevented;
- your equipment, network, identity provider, configuration, or actions contrary to the documentation;
- suspension under the Terms;
- features marked beta or preview;
- your AI providers, which we do not operate.
5. Status and incidents
Live status is published at /status. For incidents that affect availability for more than 30 minutes, we will post a notice there and in the console, and our staff will email your account owners. Downtime is measured by AWS Route 53 health checks of the console's health endpoint, run every 30 seconds from several AWS regions outside our hosting network; a minute counts as down when fewer than half of the checkers find the console healthy.
6. Changes
We may change this SLA with notice under the Terms, but not so as to reduce your commitment during a current paid term.