GUARDIAN SERVICE LEVEL AGREEMENT
Effective Date: January 20, 2026
1. SERVICE AVAILABILITY
Guardian commits to the following availability levels for properly installed and maintained systems:
| Component | Target Availability |
|---|---|
| Core Security Monitoring | 99.99% (local operation) |
| Emergency Alert System | 99.99% |
| Mobile Applications | 99.9% |
| Cloud Dashboard (if applicable) | 99.9% |
Note: Core security functions operate locally and do not depend on internet connectivity.
2. SUPPORT RESPONSE TIMES
| Severity | Description | Response Time |
|---|---|---|
| Critical | System completely down or emergency features unavailable | 15 minutes |
| High | Major feature unavailable, workaround possible | 1 hour |
| Medium | Minor feature issue or degraded performance | 4 hours |
| Low | General questions or minor issues | 24 hours |
3. MAINTENANCE WINDOWS
- Scheduled Maintenance: Performed during non-school hours with 7+ days notice
- Emergency Patches: Applied as needed with minimal notice for critical security fixes
- No Impact Maintenance: Core security functions remain operational during updates
4. SUPPORT CHANNELS
- 24/7 Emergency Hotline: For critical issues affecting safety
- Email Support: support@guardiansystems.co
- Customer Portal: Ticket submission and tracking
- Dedicated Account Manager: For enterprise customers
5. EXCLUSIONS
This SLA does not apply to issues caused by:
- Customer network or infrastructure failures
- Unauthorized modifications to Guardian systems
- Force majeure events
- Failure to maintain required environment specifications