This Service Level Agreement ("SLA") defines the performance standards and service commitments that 6xargs provides to its customers for our cybersecurity API services, including our Triage Agentic-AI and Air Gapped CLI Agentic-AI solutions.
This SLA is incorporated by reference into your service agreement with 6xargs and applies to all customers using our API services. We are committed to delivering reliable, high-performance cybersecurity solutions that accelerate your bug bounty and penetration testing processes by 30-40%.
Contact Information:
- Technical Support: support@6xargs.com
- Emergency Support: 9991100733
- General Contact: 6xargs@proton.me
- Website: http://www.6xargs.com
Table of Contents
1. Service Definitions2. Service Availability3. Performance Metrics4. Response Time Commitments5. API Rate Limits6. Data Processing SLAs7. Support Response Times8. Maintenance Windows9. Service Credits10. Monitoring and Reporting11. Incident Management12. Escalation Procedures13. Service Exclusions14. Customer Responsibilities15. SLA Modifications
1. Service Definitions
Core Services Covered by This SLA
Triage Agentic-AI API
- Description: AI-powered vulnerability triage and analysis service
- Service Type: RESTful API with real-time processing
- Coverage: 24/7/365 availability with global load balancing
- Processing Capacity: Up to 10,000 vulnerability assessments per hour per customer
Air Gapped CLI Agentic-AI
- Description: Secure, isolated vulnerability analysis for sensitive environments
- Service Type: Dedicated processing environment with API integration
- Coverage: Business hours support with 24/7 emergency availability
- Processing Capacity: Dedicated resources based on subscription tier
Supporting Infrastructure
- Authentication Services: OAuth 2.0, JWT token management
- Data Storage: Encrypted data persistence and retrieval
- Reporting APIs: Real-time and batch reporting capabilities
- Integration Services: Third-party platform integrations
Service Tiers
Startup Tier
- Target Customers: Small teams, individual researchers, and emerging startups
- API Calls: Up to 5,000 calls per month
- Support Level: Standard support during business hours
- SLA Commitment: 99.5% uptime
Professional Tier
- Target Customers: Medium-sized security teams and established companies
- API Calls: Up to 25,000 calls per month
- Support Level: Priority support with extended hours
- SLA Commitment: 99.9% uptime
Enterprise Tier
- Target Customers: Large organizations, security firms, and critical infrastructure
- API Calls: Unlimited within fair use policy
- Support Level: 24/7 premium support with dedicated account manager
- SLA Commitment: 99.95% uptime
2. Service Availability
Uptime Commitments
| Service Tier | Monthly Uptime Commitment | Maximum Downtime per Month |
|---|---|---|
| Startup | 99.5% | 3 hours 36 minutes |
| Professional | 99.9% | 43 minutes 12 seconds |
| Enterprise | 99.95% | 21 minutes 36 seconds |
Availability Measurement
- Measurement Period: Calendar month (UTC timezone)
- Monitoring Frequency: Every 30 seconds from multiple global locations
- Downtime Definition: Service unavailable for more than 60 consecutive seconds
- Exclusions: Planned maintenance windows and customer-caused outages
High Availability Architecture
- Multi-Region Deployment: Services deployed across 3+ geographic regions
- Load Balancing: Automatic traffic distribution and failover
- Database Replication: Real-time data synchronization across regions
- CDN Integration: Global content delivery for optimal performance
3. Performance Metrics
API Response Time Targets
Triage Agentic-AI API
| Request Type | Target Response Time | Maximum Response Time |
|---|---|---|
| Authentication | < 200ms | < 500ms |
| Simple Triage | < 2 seconds | < 5 seconds |
| Complex Analysis | < 10 seconds | < 30 seconds |
| Batch Processing | < 30 seconds | < 2 minutes |
Air Gapped CLI API
| Request Type | Target Response Time | Maximum Response Time |
|---|---|---|
| Job Submission | < 500ms | < 2 seconds |
| Status Check | < 200ms | < 1 second |
| Result Retrieval | < 1 second | < 5 seconds |
| Large File Upload | < 30 seconds | < 2 minutes |
Throughput Guarantees
- Concurrent Requests: Support for up to 1,000 concurrent API calls per customer
- Processing Capacity: Minimum 95% of advertised processing capacity
- Scalability: Automatic scaling to handle traffic spikes up to 300% of baseline
Quality Metrics
- AI Accuracy: Minimum 95% accuracy for vulnerability classification
- False Positive Rate: Maximum 5% false positive rate for security assessments
- Processing Success Rate: Minimum 99.5% successful processing rate
7. Support Response Times
Support Tier Definitions
Standard Support (Startup Tier)
- Availability: Monday-Friday, 9 AM - 6 PM (customer's local timezone)
- Channels: Email, web portal
- Languages: English, Spanish
Priority Support (Professional Tier)
- Availability: Monday-Friday, 6 AM - 10 PM (customer's local timezone)
- Channels: Email, web portal, phone
- Languages: English, Spanish, Portuguese
Premium Support (Enterprise Tier)
- Availability: 24/7/365
- Channels: Email, web portal, phone, dedicated Slack channel
- Languages: English, Spanish, Portuguese, French
- Dedicated Account Manager: Assigned point of contact
Response Time Commitments
| Issue Severity | Standard | Priority | Premium | Critical |
|---|---|---|---|---|
| Critical (Service Down) | 4 hours | 2 hours | 30 minutes | 15 minutes |
| High (Major Feature Impact) | 8 hours | 4 hours | 2 hours | 1 hour |
| Medium (Minor Feature Impact) | 24 hours | 12 hours | 4 hours | 2 hours |
| Low (General Questions) | 48 hours | 24 hours | 8 hours | 4 hours |
13. Service Exclusions
Exclusions from SLA Coverage
Planned Maintenance
- Scheduled Maintenance Windows: As defined in Section 8
- Customer-Requested Changes: Maintenance requested by customer
- Third-Party Maintenance: Upstream provider maintenance windows
Force Majeure Events
- Natural Disasters: Earthquakes, floods, hurricanes, etc.
- Acts of War: Military actions, terrorism, civil unrest
- Government Actions: Regulatory changes, sanctions, legal orders
- Pandemic/Health Emergencies: Global health crises affecting operations
Third-Party Dependencies
- Internet Service Providers: Customer ISP outages or performance issues
- DNS Providers: Domain name resolution failures
- Cloud Provider Outages: AWS, Google Cloud, Azure service disruptions
- CDN Provider Issues: Content delivery network performance problems
Customer-Caused Issues
- Incorrect API Usage: Improper implementation or configuration
- Exceeded Rate Limits: Customer-initiated rate limit violations
- Invalid Requests: Malformed or unauthorized API requests
- Account Suspension: Service suspension due to policy violations
14. Customer Responsibilities
Technical Requirements
- API Integration: Proper implementation of 6xargs APIs according to documentation
- Authentication: Secure management of API keys and authentication tokens
- Rate Limiting: Respect for published rate limits and fair use policies
- Error Handling: Proper handling of API errors and retry logic
Security Responsibilities
- Account Security: Secure management of account credentials and access
- Data Protection: Proper handling and protection of sensitive data
- Compliance: Adherence to applicable laws and regulations
- Incident Reporting: Prompt reporting of security incidents or breaches
Communication Requirements
- Contact Information: Maintain current contact information for notifications
- Support Cooperation: Provide necessary information for support requests
- Feedback: Participate in incident post-mortems and improvement discussions
- Documentation Review: Stay informed of service updates and changes
Usage Compliance
- Acceptable Use Policy: Compliance with 6xargs Acceptable Use Policy
- Terms of Service: Adherence to all terms and conditions
- Fair Use: Reasonable use of services within intended parameters
- Legal Compliance: Compliance with all applicable laws and regulations
Contact Information
Technical Support
- Email: support@6xargs.com
- Phone: 9991100733
- Portal: https://support.6xargs.com
- Emergency Hotline: 9991100733 (24/7 for Enterprise+ customers)
Executive Escalation
- CTO: cto@6xargs.com
- COO: coo@6xargs.com
- CEO: ceo@6xargs.com
Conclusion
This Service Level Agreement represents our commitment to delivering reliable, high-performance cybersecurity services that meet the demanding requirements of our customers. We continuously monitor our performance against these commitments and strive to exceed expectations.
Our goal is to accelerate your bug bounty and penetration testing processes by 30-40% while maintaining the highest standards of security, reliability, and performance. This SLA provides the framework for measuring and ensuring we deliver on that promise.
For questions about this SLA or to discuss custom service level requirements, please contact our customer success team at ceo@6xargs.com.
This Service Level Agreement was last updated on September 29, 2025, and is reviewed quarterly to ensure continued relevance and accuracy.
Document Classification: Public
Document Owner: Chief Technology Officer
Review Cycle: Quarterly
Next Review Date: December 29, 2025
Version: 1.0