Threat Intelligence Service Level Agreement

Service Type


Service Level Targets

Operational Hours

Hours for which the TI Solution is intended to be available for access by the Customer

24 hours per day, 365 days a year*

System Availability

The percentage of Operational Hours that the TI Solution is available for access and data input by Customer

99% uptime*

Product Support

Response time for support by email and/or by phone

Urgent Issues** – up to 1 hour for first response

Non-Urgent issues - up to 4 hours for first response


* Excludes: scheduled and emergency maintenance; emergency upgrades; Force Majeure Events; DNS issues beyond the control of Rapid7; “false-positive” service breaches reported as a result of outages or errors of measurement system; any negligence, willful misconduct, or use of TI Solution by or on behalf of the Customer in breach of the Agreement; and/or issues associated with the Customer’s LANs, ISPs or other Internet connections.


** “Urgent” means a major problem that prevents the Customer from completely using the TI Solution.