Service Level Agreement
Effective date: September 28, 2026
Last updated: September 28, 2026
This Service Level Agreement (the "SLA") is part of the agreement between Shannon Cyber Services, LLC ("we", "us") and the Customer under the RFP Monitor Terms of Service (the "Terms"). Words defined in the Terms have the same meaning here. If this SLA and the Terms conflict about service availability or service credits, this SLA wins.
This SLA covers paid subscriptions to the Starter, Team and Enterprise plans. It does not cover free trials.
1. Uptime commitment
We will make the Service Available at least 99.9% of the time in each calendar month (the "Monthly Uptime Percentage"). 99.9% allows about 43 minutes of Downtime in a 30-day month.
2. What "Available" means
The Service is Available during a minute when the web application and API answer requests from the public internet. The Service is Down during a minute when, measured as section 3 describes, it fails for the whole minute.
Availability covers the web application, the API and the MCP server. It does not cover how fresh the data is. Government portals publish on their own schedules, and the Service collects new opportunities on a schedule of its own (currently once a day). A delay in collecting or updating opportunity data or copying attachments is not Downtime. We report those delays on the status page (section 4) as "degraded".
3. How we measure it
- We measure availability from the request and error records that our hosting provider, Cloudflare, keeps for the Service. We do not currently use a separate external uptime monitor.
- A minute counts as Down only if, for that whole minute, requests to the web application and API get no response or a server error (HTTP 5xx).
- Monthly Uptime Percentage = (total minutes in the month − Downtime minutes − Excluded minutes) ÷ (total minutes in the month − Excluded minutes) × 100.
- Our monitoring records are the measurement of record. If you report Downtime we did not record, we will review the evidence you send with your claim.
4. Status page
We publish the current state of the Service at https://rfp.int.shannoncyber.ai/system-status (and as JSON at
https://rfp.int.shannoncyber.ai/api/public/status). It shows each component as operational, degraded or an
outage:
| Component | What it reflects |
|---|---|
| Web app and API | Whether the application answers requests. |
| Federal opportunity updates | Whether the SAM.gov ingest has succeeded in the last 36 hours. |
| State and local opportunity updates | Whether state and local portals have been checked successfully in the last 36 hours. |
| Attachment copying | Whether the queue of attachments waiting to be copied is within normal limits. |
The status page is for information only. The Monthly Uptime Percentage is measured as described in section 3.
5. Exclusions
Downtime does not include time when the Service is unavailable because of:
- Scheduled maintenance. We will give at least 48 hours' notice, and schedule it outside 9:00 a.m. to 5:00 p.m. Eastern Time (ET), Monday to Friday. At most 4 hours of scheduled maintenance per month is excluded; any more counts as Downtime.
- Emergency maintenance needed to fix a security vulnerability or prevent imminent harm.
- Events outside our reasonable control, including internet or power failures outside our systems, natural disasters, acts of government, and attacks we could not reasonably prevent.
- Failures of third-party services we do not control and do not provide as part of the Service, including government portals and SAM.gov being unavailable or changing format.
- Your own systems or actions, including your network, your identity provider or single sign-on configuration, your API clients, and use that breaks the Terms.
- Suspension of your account under the Terms.
- Beta, preview, trial or free features, or anything we label as not covered by this SLA.
6. Service credits
If we miss the uptime commitment in a month, you may claim a credit against the fees for that month for the affected Service:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.9% but at least 99.0% | 10% of monthly fees |
| Below 99.0% but at least 95.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
- Credits in a month may not exceed 50% of the fees for that month.
- For a plan billed annually, the monthly fee is one twelfth of the annual fee.
- Credits apply only to future invoices. They cannot be exchanged for cash and are not refunded if the agreement ends, unless the Terms say otherwise.
- Service credits are your sole and exclusive remedy for our failure to meet this SLA.
7. How to claim a credit
Email support@shannoncyber.ai within 30 days after the end of the month in which the Downtime happened. Include:
- your account or Team name;
- the dates and times of the Downtime; and
- any evidence you have, such as error messages or monitoring records.
We will reply within 10 business days. If we confirm the claim, we will apply the credit to your next invoice.
8. Support
We provide support by email at support@shannoncyber.ai from 9:00 a.m. to 5:00 p.m. Eastern Time (ET), Monday to Friday, excluding U.S. federal holidays.
9. Changes
We may change this SLA with at least 30 days' notice. A change will not reduce your commitment or credits during a subscription term that has already started.