DFIM Enterprise SLA and Support

Document ID: DFIM-SLA-2026-V1.0
Audience: Procurement, NOC/SOC leads

Service tiers (template)

Tier	Coverage	Initial response	Workaround target
P1 — Integrity deny on protected core	24×7	1 hour	4 hours
P2 — Verify/audit pipeline failure	Business hours + on-call	4 hours	1 business day
P3 — Documentation / non-production	Business hours	2 business days	Next maintenance window

Performance SLA (host validation)

Applies to dfim-provisioner verify / verify-v2 on a reference host meeting:

• Windows High Performance power plan or Linux performance governor
• Local SSD; target image ≤ 64 MiB enrolled block stream
• No active CPU throttling (see ENTERPRISE_INTEGRATION.md §2.3 exclusions)

Target: p95 < 100 ms per verify invocation on reference hardware.

Measurements under ACPI P-state scaling or non-reference storage are informational only.

Support channels

Channel	Use
Private ticket queue	Production incidents
Security alias	Coordinated vulnerability disclosure
Quarterly review	Release counter, key rotation, soak results

Training

Two-day operator curriculum: docs/enterprise/OPS_TRAINING_CURRICULUM.md

Exclusions

• Kernel/IMA misconfiguration on customer image
• Missing HSM integration for production signing
• Antivirus or EDR interference with protected executables
• Customer SIEM/backend outage (local JSONL remains authoritative)

Pilot → production promotion

Production SLA begins after:

1. 90-day pilot report (PILOT_CASE_STUDY_TEMPLATE.md)
2. Zero open Critical/High pen-test findings
3. Signed compliance mapping review (COMPLIANCE_MAPPING.md)