What we commit to

This page describes what you can expect from operations. If you need a formal service level agreement with regulated levels and penalties, we sign one separately.

Protection does not depend on us being up

The most important thing about WF SecurityCloud operations is that they are not a single point of failure for your protection. Devices work from the block lists they hold locally and do not need to ask us before blocking something.

An outage at our end therefore means the lists stop updating and events are not reported in — not that your systems become unprotected.

What an outage affects

Customer panel

Administration pauses. Protection on the devices is unaffected.

Threat data distribution

New threats are not added until the service is back. Existing protection remains.

API

Events are not reported in real time but arrive afterwards.

What we do

We monitor the services, remedy outages as soon as we can and announce planned maintenance in advance in the customer panel.

We schedule maintenance for times when as few as possible are affected, and avoid touching production mid-week when it can be helped.

Response times

Support is provided during office hours on weekdays, in Swedish and English. We respond as soon as we can and prioritise matters affecting customer operations.

We deliberately do not state guaranteed response times in hours here. A promise we cannot keep every time is worse than no promise. If you need guaranteed levels, we write them into an agreement and stand behind them.

Need a formal SLA?

For organisations with requirements on regulated availability, defined response times and escalation paths, we sign a separate service level agreement. Get in touch with the requirements that apply at your end.

Discuss a service level agreement

Describe the levels you need and we will come back with what we can commit to.

Next steps

Next step System status The current state of the services. Or Terms of use What else applies in the agreement.