Transmit Security will use commercially reasonable efforts to make the Cloud Service available. As Transmit Security Cloud Services are offered uniformly across all customers, this Support and Service Level Agreement (“SLA”) cannot be modified on a customer-by-customer basis. The following SLA is only for enterprise subscriptions.
Capitalized terms herein shall have the same meaning as defined in the Transmit Security Agreement for Cloud Services and any applicable Schedule or Order Form executed by and between Transmit Security and the Customer (the “Agreement”).
Following the end of each calendar month of the applicable Schedule Term, Transmit Security measures the service availability of the Cloud Service over the immediately preceding month by dividing the difference between the total number of minutes in the monthly measurement period and any Adjusted Unplanned Downtime (as further defined below) by the total number of minutes in the measurement period, and multiplying the result by 100 to reach a percent figure (“Availability Level”).
The Cloud Service is considered available in the following scenarios:
|Cloud Service Availability Level||Service Level Credit|
|99.90% – 99.99%||5% of the Apportioned Monthly Fee applicable to month in which failure occurred|
|99.0% – 99.90%||10% of the Apportioned Monthly Fee applicable to month in which failure occurred|
|95.0% – 99.0%||20% of the Apportioned Monthly Fee applicable to month in which failure occurred|
|< 95%||50% of the Apportioned Monthly Fee applicable to month in which failure occurred|
Claims. Customers must submit a claim within sixty (60) days of the end of the contracted month that the Availability Target was missed. Service Level Credits cannot exceed 50% of the Apportioned Monthly Fee.
Exclusions. No Service Level Credits are given for failure to meet the Availability Target related to:
The Transmit Security Operations team performs changes to cloud hardware infrastructure, operating software, product software, and supporting application software that is provided by Transmit Security as part of the Cloud Service to maintain operational stability, availability, security, and performance of the Cloud Service. Transmit Security follows formal change management procedures to review, test, and approve changes prior to application in the production service.Changes made through change management procedures include system and service maintenance activities, upgrades and updates, and customer-specific changes. Transmit Security’s change management procedures are designed to minimize service interruptions during the implementation of changes.
Transmit Security may be required to execute emergency maintenance in order to protect the security, performance, availability, or stability of the Cloud Service. Emergency maintenance is required to address an exigent situation that cannot be addressed except on an emergency basis.
Level 1: Critical Business Impact/Service Down. Business critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access the Cloud Service resulting in a critical impact on operations. This condition requires an immediate solution. The Customer must log a Service Down within 24 hours of first becoming aware that there is a critical business impact and the Cloud Service is not available. Please Note: Telephone call must follow the opening of a ticket. Transmit Security will work with the Customer 24 hours a day, seven days a week to resolve critical problems provided the Customer has a technical resource available to work during those hours and Customer must reasonably assist Transmit Security with any problem diagnosis and resolution.
Level 2: Significant Business Impact. A service, business feature, or function of the Cloud Service is severely restricted in its use.
Level 3: Minor Business Impact. The Cloud Service or functionality of the Cloud Service is usable and the issue can be worked around without significant inconvenience.
Level 4: Minimal business impact. An inquiry, non-technical request or general questions.
|Incident||Response Time Objectives||Response Time Coverage|
|Level 1||Within 1 hour||24×7|
|Level 2||Within 2 hours||Monday through Friday 9:00 AM – 6:00 PM (local time)|
|Level 3||12 hours||Monday through Friday 9:00 AM – 6:00 PM (local time)|
|Level 4||Within 1 business day||Monday through Friday 9:00 AM – 6:00 PM (local time)|
None of the above mentioned terms is assured to be honored in the case of non-Enterprise subscriptions, this includes proofs of concept, free trial or evaluation subscriptions and any other non-Enterprise Cloud Service subscription to be introduced in the future by Transmit Security.
|Contact Information and Escalation Process|
All support tickets must be entered into the following Support System:
Make sure your support personnel have a username and password to the above system.
|Support Contact||Technical (EMERGENCIES & DOWNTIME ONLY):|