Service Level Agreement
Our commitment to reliability, performance, and support. We guarantee the availability and quality of our access platform.
For Enterprise plans. Platform availability with financial credits for any downtime.
Gateway connection overhead measured at the 95th percentile across SSH, RDP, VNC, database, web app, and network access sessions.
Maximum time from authentication to active session, including credential injection and policy evaluation.
Maximum response time for support tickets. Enterprise plans receive priority support.
Service Availability
PumaGate commits to maintaining high availability for our platform. Our uptime guarantees vary by plan level:
| Plan | Uptime SLA | Monthly Downtime Allowance | Support Response |
|---|---|---|---|
| Solo ($5/mo) | Best Effort | N/A | |
| Team | 99.9% | ~43 minutes | 24 hours (email) |
| Business | 99.9% | ~43 minutes | 8 hours (email) |
| Enterprise | 99.99% | ~4.3 minutes | 1 hour (dedicated) |
Uptime Calculation
Monthly Uptime Percentage is calculated using the following formula:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
Where "Total Minutes" is the total number of minutes in the calendar month, and "Downtime Minutes" is the total minutes during which the service was unavailable.
Downtime is defined as a period where:
- The PumaGate gateway is unable to establish new SSH, RDP, VNC, database, or web app sessions for more than 5 consecutive minutes
- The PumaGate web dashboard is inaccessible for more than 5 consecutive minutes
- The API endpoints return errors for more than 5 consecutive minutes
Exclusions: The following are not counted as downtime:
- Scheduled maintenance (announced at least 72 hours in advance)
- Emergency security patches (announced when possible)
- Issues caused by customer actions or third-party services
- Force majeure events
- Network issues between customer and PumaGate infrastructure
Service Credits
If we fail to meet our uptime commitments, eligible customers will receive service credits:
| Monthly Uptime | Service Credit (Team / Business) | Service Credit (Enterprise) |
|---|---|---|
| 99.0% - 99.9% | 10% of monthly fee | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee | 100% of monthly fee |
To receive service credits:
- Submit a credit request within 30 days of the incident
- Include the date, time, and duration of downtime
- Provide any relevant error messages or screenshots
- Email your request to support@pumagate.com
Service credits are applied to future invoices and cannot be exchanged for cash. Maximum credits per month cannot exceed 100% of the monthly fee.
Scheduled Maintenance
We perform regular maintenance to ensure optimal performance and security:
- Standard Maintenance: Announced at least 72 hours in advance via email and status page
- Maintenance Window: Typically scheduled during low-traffic hours (2:00 AM - 6:00 AM UTC)
- Emergency Maintenance: Security-critical updates may be deployed with shorter notice
- Zero-Downtime Deployments: Most updates are deployed without service interruption
Enterprise customers can negotiate custom maintenance windows that align with their business hours.
Support Commitments
Our support team is committed to helping you get the most out of PumaGate:
| Priority | Description | Team / Business Response | Enterprise Response |
|---|---|---|---|
| P1 - Critical | Gateway unavailable — cannot establish SSH, RDP, VNC, database, or web app sessions | 4 hours | 1 hour |
| P2 - High | One or more protocols impacted (e.g. SSH sessions fail but RDP/VNC works) | 8 hours | 2 hours |
| P3 - Medium | Feature degraded — session recording, audit logs, or RBAC partially impacted | 24 hours | 4 hours |
| P4 - Low | General questions, feature requests, configuration assistance | 48 hours | 24 hours |
Data Protection
We commit to protecting your data with enterprise-grade security:
- Encryption at Rest: All session recordings, access logs, and credentials encrypted using AES-256
- Encryption in Transit: TLS 1.3 for all gateway connections across SSH, RDP, VNC, database, web app, and network access protocols
- Credential Security: Target resource credentials are securely stored and injected at connection time — never exposed to end users
- Backup Frequency: Automated backups every 6 hours
- Backup Retention: 30 days for Team/Business, custom for Enterprise
- Recovery Time Objective (RTO): 4 hours for full service restoration
- Recovery Point Objective (RPO): Maximum 6 hours of data loss
SLA Modifications
PumaGate reserves the right to modify this SLA with 30 days advance notice. Changes will be communicated via:
- Email notification to account administrators
- Announcement on our status page
- In-app notification in the dashboard
Enterprise customers with custom SLA terms will be contacted directly about any changes that may affect their agreements.
Need a Custom SLA?
Enterprise customers can negotiate custom SLA terms including higher uptime guarantees, dedicated support, and custom maintenance windows.