Security & Service Level Agreement
ShieldPoint Africa Limited | Version 1.0 | January 2026
Security
Data Protection
ShieldPoint Africa is committed to protecting the security and confidentiality of your data. We implement comprehensive security measures across all layers of our infrastructure.
Encryption
- In Transit: All data transmitted over the internet is encrypted using TLS 1.3
- At Rest: All data stored is encrypted using AES-256 encryption
- Key Management: Encryption keys are managed using industry-standard key management services
Authentication & Access Control
- Multi-factor authentication (MFA) required for all accounts
- Role-based access control (RBAC) to limit data exposure
- Least privilege principle applied across all systems
- Regular access reviews and audit logs
Compliance & Certifications
We maintain the following certifications and compliance standards:
- SOC 2 Type II: Annual audits confirm our security controls and operational effectiveness
- ISO 27001: Information security management system certification
- Data Protection Act 2019 (Kenya): Full compliance with local data protection regulations
- GDPR Ready: Systems designed for international data protection standards
Security Testing & Monitoring
- Regular penetration testing conducted by third-party security firms
- Continuous security monitoring and threat detection
- Intrusion detection and prevention systems
- Vulnerability assessments and patch management
- Security incident response team on standby 24/7
Incident Response
In the event of a security incident affecting your data, we will:
- Notify you within 72 hours of detecting the incident
- Provide details of what data was affected
- Assist with any necessary regulatory notifications
- Provide remediation recommendations
Service Level Agreement (SLA)
Service Availability Commitment
| Service Tier | Monthly Uptime | Max Downtime |
|---|---|---|
| Enterprise | 99.99% | 4.3 minutes/month |
| Professional | 99.9% | 43.8 minutes/month |
| Starter | 99.5% | 3.7 hours/month |
Performance Standards
Response Time:
- API Response Time (P95): < 200ms (target: < 100ms)
- Web Dashboard Load Time: < 3 seconds (target: < 2 seconds)
- Report Generation: < 30 seconds (target: < 15 seconds)
- Alert Delivery: < 1 minute (target: < 30 seconds)
Throughput:
- Transactions Processed: 10,000+ per second
- Concurrent Users: 500+ per customer
- Data Storage: As per subscription tier
Scheduled Maintenance
Standard Maintenance Window: Sundays, 2:00 AM - 6:00 AM EAT
Notice Required: Minimum 48 hours before scheduled maintenance
Emergency Patches: As needed with best-effort notice
Scheduled maintenance is excluded from uptime calculations
Support Services
Support Channels:
- Email: 24/7 (support@shieldpointafrica.com)
- In-App Chat: Mon-Fri, 8AM-6PM EAT
- Emergency Hotline: 24/7 (Enterprise tier only)
Response Time Targets:
- Critical (P1): 15 min response, 4 hours resolution
- High (P2): 1 hour response, 8 hours resolution
- Medium (P3): 4 hours response, 24 hours resolution
- Low (P4): 8 hours response, 72 hours resolution
Exclusions
Downtime does not include:
- Scheduled maintenance with 48+ hours notice
- Emergency security patches
- Customer-caused outages
- Force majeure events
- Third-party service failures beyond our control
For security or SLA related questions, contact: support@shieldpointafrica.com or visit our status page at status.shieldpointafrica.com