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Service Level Agreement

Last Updated:February 11, 2026
Effective Date:February 11, 2026

This Service Level Agreement ("SLA") defines the level of service expected from TraKNC Inc. for our SecurIQ platform. This SLA applies separately to each account using our paid services.

We are committed to providing a reliable, high-quality service that supports your cybersecurity operations. This SLA outlines our uptime guarantees and support response times.

1. Uptime Guarantee

TraKNC Inc. guarantees that the SecurIQ platform will be available 99.9% of the time during any monthly billing cycle ("Uptime Guarantee"). Availability is calculated by subtracting scheduled maintenance from the total number of minutes in the month.

2. Scheduled Maintenance

We perform regular maintenance to ensure the security and performance of our platform. Scheduled maintenance windows will be communicated at least 48 hours in advance via email or in-app notifications. Scheduled maintenance is excluded from downtime calculations.

3. Service Credits

If we fail to meet the Uptime Guarantee in any given month, you will be eligible for a service credit towards your next invoice:

  • 99.0% - 99.89%: 10% credit
  • 95.0% - 98.99%: 25% credit
  • Below 95.0%: 50% credit

To request a service credit, you must contact support within 30 days of the incident. Service credits are your sole and exclusive remedy for any performance or availability issues.

4. Support Response Times

We prioritize support requests based on severity levels:

  • Critical (Severity 1): System unavailable or critical security incident. Response time: Within 1 hour (24/7).
  • High (Severity 2): Significant functionality impaired. Response time: Within 4 hours (Business Hours).
  • Normal (Severity 3): General questions or minor issues. Response time: Within 1 business day.

5. Exclusions

This SLA does not apply to any performance issues caused by: (i) factors outside of our reasonable control; (ii) any actions or inactions by you or any third party; (iii) your equipment, software, or other technology; or (iv) suspension or termination of your right to use the Service in accordance with our Terms & Conditions.

6. Contact Us

For claims or questions regarding this SLA, please contact us at:
TraKNC Inc.
7601 River Rd, North Bergen, New Jersey 07047
Email: [email protected]