What happens during a Deep Security as a Service outage? What is the SLA?

One week before scheduled maintenance windows, we notify customers on the Deep Security as a Service login page. Then, during the maintenance window, the login page will explain that the service is temporarily unavailable while back end maintenance occurs.

While Deep Security as a Service is down, connectivity is interrupted, so Deep Security agents will not be able to perform agent-initiated activation. Agents will not be able to forward event logs to Deep Security as a Service during that time, and (if you had pending changes) agents won't receive any policy changes either.

Security policies on the agents, however, will still be active. Events will be queued as long as the computer has enough disk space, and the agent will transmit events to Deep Security as a Service the next time that they connect. If configured, the agents also will continue to forward logs to third-party, external syslog or SIEM devices. When Deep Security as a Service becomes available again, the agents will connect again with it during the next heartbeat.

You can view the Service Level Agreement (SLA).