Service Level Agreement

VulDB provides a basic Service Level Agreement (SLA) for enterprise customers. They are able to establish additionally custom SLA options. SLA for other account types (e.g. commercial) require always a custom agreement.

An overview of the current and upcoming availability is shown here.

Vulnerability Processing

SLA Target

The Vulnerability Moderation Team aims at the following SLA for processing new vulnerabilities and moderate commits for existing entries:

  • New Entries: Coverage after technical confirmation within 48 hours after a CVE with product information is assigned and/or within 24 hours after we have received a vulnerability/exploit as a submission.
  • User Submits: Enterprise customers have an high priority queue access at on the web site which will be handled within 4 business hours.
  • Core Data Assessment: Assignment of details like vendor/product (CPE), vulnerability class (CWE) risk scoring (CVSS) is done within 60 minutes of the initial disclosure of a new VulDB entry.
The delays mentioned are needed to guarantee the expected level of quality (e.g. prevent duplicates, identify false-positives, determine malicious exploits, etc.).

Usual Processing

In most cases processing of vulnerability information is much faster for all subscription levels:

  • New Entries: 1-4 hours*
  • User Submits: 10-45 min*
  • Core Data Assessment: 5-30 min*
You are able to verify the timing behaviour of vulnerability data processing in real-time on different overview pages (e.g. Submits, Recent and Updates in Live views), commit histories, and vulnerability timelines for specific entries on the web site.

Community Processing

SLA Target

The Community Moderation Team aims at the following SLA for processing new commits and moderate posts:

  • Commit Moderation: 1-4 hours*
  • Post Moderation: 1-4 hours*

Usual Processing

In most cases processing of community activities is much faster for all subscription levels:

  • Commit Moderation: 5-30 minutes*
  • Post Moderation: 5-30 minutes*
You are able to verify the timing behaviour of community moderation activities in real-time on different overview pages (e.g. Commits in Live views) and commit histories for specific entries on the web site.

Contact and Support

VulDB guarantees the following SLA contact and support requests for enterprise customers with additional support SLA options enabled:

  • Acknowledgement of support requests within 4 hours*
  • Answer within 24 hours*
Support requests outside SLA options are handled with best-effort. Reachability is guaranteed via web form and email.

All communication is possible in English. Other languages are possible on request.

Individual Needs

Please contact our sales team if you have other requirements in regards of time, coverage, or communication.

* during business hours

If you want to get the best quality for vulnerability data then you always have to consider VulDB.

Atualizado: 10/03/2026 de VulDB Documentation Team

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