Security & Performance SLA
Last Updated: August 13, 2026
99.99% High-Availability SLA
Stateless microservices deployed on multi-region AWS/GCP Kubernetes clusters with automated failover routing.
Sub-100ms API Latency Target
Edge CDN caching, database connection pooling, and optimized query indexing ensuring sub-100ms API response speeds.
24/7 Proactive System Monitoring
Real-time telemetry, automated error alerting, synthetic transaction checks, and instant DevOps incident dispatch.
Enterprise Security Compliance
Zero-trust network isolation, vulnerability scanning, SOC 2 alignment, and Playwright automated security suites.
1. Uptime SLA Commitment & Calculation
OpnixLabs guarantees a Monthly Uptime Percentage of at least 99.99% for all client production systems hosted under our managed cloud operations agreements.
Uptime is calculated using the formula: Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) * 100.
2. Incident Response Times & Support Matrix
Our DevOps and reliability team monitors systems 24/7/365 with predefined incident severity classifications:
| Severity Level | Definition | Response Target |
|---|---|---|
| P1 - Critical | Production system down or core API unaccessible | < 15 Minutes |
| P2 - Major | Significant feature degraded or performance SLA spike | < 1 Hour |
| P3 - Minor | Non-critical bug or minor admin tool issue | < 4 Hours |
3. Cybersecurity Controls & Data Protection
- Automated Penetration & SAST Testing: Automated static analysis and security scanning integrated into every CI/CD git push.
- Encrypted Offsite Backups: Point-in-time automated database backups replicated across multi-region bucket storage with 30-day retention.
- WAF & DDoS Shielding: Enterprise Web Application Firewall (WAF) protection filtering malicious traffic, rate-limiting, and SQL injection attempts.
Security Team & Incident Escalation
To report a security vulnerability or escalate an urgent SLA incident: