1. Availability target
For annual customers, Cloudryption targets the following monthly availability for the core platform API and user interface:
| Package | Monthly Availability Target |
|---|---|
| Essentials | 99.5% |
| Professional | 99.5% |
| Enterprise | 99.9% |
Availability is measured as the percentage of minutes in a calendar month during which the platform is accessible, excluding scheduled maintenance windows and SLA exclusions listed in Section 3.
Credit-backed SLA remedies for availability shortfalls are available under Enterprise contracts. Contact sales for details.
Scope: Applies to annual plans and enterprise contracts only. Pilot packages include business-hours support by default.
2. Scan processing target
Cloudryption aims to process standard scans within a reasonable time based on environment size, API limits, and cloud provider availability.
| Environment Size | Target Scan Completion |
|---|---|
| Up to 500 assets | Under 2 hours |
| Up to 2,500 assets | Under 6 hours |
| Up to 10,000 assets | Under 24 hours |
| Larger environments | Custom target agreed at contract |
Scan processing targets are guidelines and may be affected by cloud provider API rate limits, permission scope, environment complexity, and concurrent scan volumes. Targets are not credit-backed unless agreed in writing.
3. Exclusions
SLA targets exclude downtime or degradation caused by:
- Customer cloud provider outages
- Incorrect or revoked customer permissions
- Cloud provider API rate limits outside Cloudryption's control
- Customer network or identity provider outages
- Scheduled maintenance windows
- Force majeure events
- Customer-requested changes or integrations in progress
- Preview, beta, or experimental features
- Pilot and early-access deployments
4. Maintenance
Cloudryption may perform scheduled maintenance to improve platform reliability, security, and performance. Standard maintenance windows are:
- Frequency: Up to twice per month for planned maintenance
- Duration: Typically under 2 hours per window
- Notice: At least 48 hours advance notice for planned windows affecting customer access
- Emergency maintenance: May be performed without advance notice to address security or stability incidents; notice will be provided as soon as practicable
Enterprise customers may negotiate custom maintenance windows and reduced maintenance frequency as part of their contract terms.
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