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Credit-backed
Publishes an SLA backed by tiered service credits.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
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Uptime
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Max credit
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Claim window
Credit
Remedy
Enterprise
Min plan
How to claim
Submission
Written email request
Deadline
30 days of incident
Common exclusions
No platform uptime SLA exists — SLA applies only to MDR Complete response times, not platform availability
MDR Complete tier required; MSPs explicitly excluded
Credit cap is lesser of 5% of billing cycle fees or $5,000 per occurrence
Maximum 3 credit claims per calendar year
Scheduled maintenance excluded
Industry-wide cyberwarfare / ransomware events excluded
Customer or MSP breach of Agreement excluded
Support tiers complementary, not the SLA
Standard
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Subscription · Business hours
MDR Essentials
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Subscription · 24/7
MDR Complete
SLA-eligible
Subscription · 24/7
Per-service SLAs · 1
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Sophos MDR Complete
Fully managed detection and response service with 24/7 threat hunting, investigation, and incident response
Security
Uptime —
SLA covered
Notes — Sophos (Sophos Limited, registered in England and Wales No. 02096520; Abingdon, UK) is a cybersecurity company offering endpoint, network, and managed detection and response products. Sophos does not publish a platform uptime SLA. The only contractual SLA is a response-time SLA for MDR Complete: 60-minute response for 90% of High Severity Cases monthly. Credits are the lesser of 5% of the prior billing cycle’s fees or $5,000 per occurrence, capped at 3 claims per year. MDR Essentials and MSP customers are explicitly excluded. A separate Breach Protection Warranty (up to $1M incident response) supplements the SLA.
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