Critical Start backs every managed detection and response commitment with financial accountability. Our MDR SLAs aren’t marketing targets. They’re contract terms with defined metrics, measurement methodology, and service credits when we fall short.
SLA depth increases with tier. Every commitment below is contractual and documented in the Service Level Agreement.
| SLA Metric | Essentials | Enterprise | Signature |
|---|---|---|---|
| Per-alert Time to Respond (Critical & High) | -- | -- | 60 min |
| Mean Time to Respond | -- | 60 min avg | 60 min avg |
| Platform Delivered Time to Notify (TTN) | Optional add-on | Optional add-on | Optional add-on |
| Monthly Average Platform Availability | 98% | 98% | 98% |
SLA scope applies to alerts classified as Threat, Mitigated Threat, and Control Validation. Red-team and penetration testing activity is excluded during defined windows. Time to Notify is a customer opt-in.
Most MDR providers claim fast response times in their marketing. Few put those claims in a contract with defined MDR SLA metrics. Fewer still attach financial consequences when they fail.
Contractual SLAs mean you can present measurable accountability to your board: not vendor promises, but contract terms with defined remedies. When the board asks, "how do we know our MDR provider is performing?" you have a documented, enforceable answer.
Service credits mean financial recourse when service delivery falls short: a quantifiable protection built into the contract structure.
Contractual response times mean confidence that threat alerts are handled within a defined window, with transparency into every investigation via CORR.
Documented SLA measurement methodology means audit-ready evidence of vendor accountability.
Your demo includes a walkthrough of the Service Level Agreement: the exact contract terms, measurement methodology, and credit structure. No surprises.
No asterisks.
