Capsule Security is committed to delivering enterprise-grade availability, responsive support, and rapid security research — ensuring your AI agent security platform is always operational and your team is never left waiting.
Capsule Security guarantees a 99.99% uptime SLA for all platform APIs. This covers the core Agent Security API, GraphQL endpoints, and webhook delivery infrastructure.
| Metric | Target |
|---|---|
| API Uptime | 99.99% |
| Measurement Period | Calendar month |
| Planned Maintenance | Weekly deployments between 05:00 – 11:00 UTC, communicated in advance |
Weekly deployments are performed between 05:00 – 11:00 UTC and are designed to maintain high availability with zero downtime. Any planned downtime will be communicated in advance via the status page, email notifications, or direct customer communication.
Real-time platform health, incident updates, and historical uptime data are available on our public status page:
https://status.capsulesecurity.io/
Subscribe to the status page for automatic notifications on incidents, maintenance windows, and resolution updates via email, SMS, or webhook.
Capsule Security provides 24/7 support to all enterprise customers. Our global support team operates around the clock to ensure your AI security infrastructure receives immediate attention regardless of time zone.
| Channel | Details |
|---|---|
| support@capsule.security | |
| Phone | +1 866 329 6619 |
| Status Page | https://status.capsulesecurity.io/ |
All support requests are triaged by severity and assigned response time commitments:
| Severity | Description | Response Time SLA |
|---|---|---|
| Urgent | Platform outage, data breach, or complete loss of security monitoring | 1 hour |
| Non-Urgent | Feature questions, configuration assistance, non-blocking issues | 4 hours |
Urgent issues receive immediate escalation to senior engineering staff and continuous updates until resolution.
Capsule Security maintains dedicated SLAs for security research to ensure rapid protection against emerging threats targeting AI agents.
When Capsule's research team or external sources identify a new attack mechanism targeting AI agents, the following SLAs apply:
| Finding Severity | Research & Detection SLA | Description |
|---|---|---|
| Critical | 24 hours | New attack vector, prompt injection technique, or exploit mechanism that poses immediate risk to customer environments |
| High | 1 week | Emerging attack patterns or novel evasion techniques with demonstrated impact |
| Medium | Best effort | Theoretical attack vectors or techniques requiring specific conditions to exploit |
When a security incident is discovered that may impact customer environments, Capsule Security will notify affected customers via email. Notifications include the nature of the incident, its severity, affected systems, and recommended actions.
For security-related inquiries or to report a security concern, contact the Capsule Security team at security@capsule.security.