SLO/SLA/SLI
Service Level Objective Agreement and Indicator for AquilaX
Service Level Objective (SLO), Agreement (SLA), and Indicators (SLI)
At AquilaX, we are committed to delivering top-tier software security solutions. Every product and service we offer is guided by the following Service Level Objectives (SLOs), Agreements (SLAs), and Indicators (SLIs), ensuring comprehensive security coverage throughout the software development lifecycle.
Service Level Objective (SLO)
Our primary objective is to provide robust and reliable tools that empower engineering teams, security professionals, and stakeholders to:
Identify and Remediate Vulnerabilities: We ensure that our scanning tools detect security vulnerabilities in the code with high accuracy and minimal false positives.
Lifecycle Coverage: Our solutions are designed to be integrated throughout the entire software development lifecycle (SDLC), from code development, testing, and deployment to maintenance.
Continuous Improvement: Regular updates and improvements are part of our commitment to staying ahead of new security vulnerabilities and emerging threats.
These objectives guide the design and functionality of our security scanning products, ensuring they meet the evolving needs of our clients.
Service Level Agreement (SLA)
We have established the following service agreements to ensure transparency and accountability:
Availability: Our scanners will be available 99.9% of the time, ensuring constant access for critical security assessments. Downtime for scheduled maintenance will be communicated at least 48 hours in advance.
Response Time: The average response time for our scanners to complete a vulnerability scan is within 10 seconds and up to 24 hours ( based on code base). In the event of a system issue or technical support request, our team will respond to high-priority tickets within 12 hours and resolve them within 24 hours.
Update Cycle: We commit to regular updates, including security issue, at least once per week, with immediate patches for critical security updates within 48 hours of discovery.
Support: We offer 24/7 customer support for all Ultimate clients, ensuring that any issues are addressed promptly.
Bug fixing: Any bug identified by the customer (all plans) or by the engineering team of AquilaX, is going to be addressed within 72h (faster if is dimmed critical)
If any of the agreed service is breached, the customers have the right to not be charged for the period or the miss-service received.
Service Level Indicators (SLI)
To measure the effectiveness of our products and services, we track the following key performance indicators:
False Positive Rate: We strive to keep false positive rates below 5%, ensuring the relevance and accuracy of the issues reported for customers on Ultimate plan
Scan Completion Time: The average time to complete a full scan across standard-sized codebases will be under 2 minutes, depending on the product version and codebase size.
Patch Deployment Time: Critical security patches will be deployed within 48 hours of vulnerability detection, ensuring minimal exposure to potential threats.
Uptime: We maintain an uptime of 99.9%, with system availability tracked continuously, and publicly available at: https://status.aquilax.ai/
By adhering to these objectives, agreements, and indicators, AquilaX ensures that our products deliver the best security practices, protecting our clients’ code and infrastructure against threats while enhancing their security posture throughout the software lifecycle.
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