Enterprise Service Level Agreement (SLA)
Consent Shield guarantees 99.99% monthly availability for all client-facing edge scripts (shield.js) and core REST API endpoints.
Step 01: Incident Severity Response Matrix
| Severity Tier | Definition | Initial Response SLA | Status Update Cadence |
|---|---|---|---|
| P0 - Critical | Core script blocking web traffic or total API outage. | < 15 minutes | Every 30 mins |
| P1 - Major | Lawsuit scanning degraded or dashboard analytics latency. | < 1 hour | Every 2 hours |
| P2 - Minor | Non-critical UI glitch or configuration sync delay. | < 4 hours | Every 8 hours |
| P3 - General | General inquiry or documentation clarification. | < 24 hours | Daily |
Step 02: Service Credit Commitments
If monthly availability falls below the 99.99% commitment, enterprise accounts receive credits automatically:
| Monthly Availability | Service Credit Percentage |
|---|---|
99.90% – 99.98% | 10% of monthly invoice |
99.00% – 99.89% | 25% of monthly invoice |
< 99.00% | 50% of monthly invoice |
Need Direct 24/7 Support?
Contact our dedicated enterprise escalation desk or submit an urgent P0 ticket.