Service Level Agreement
Linx Security Inc. - Service Level Agreement
This Service Level Agreement sets forth the terms under which Customer shall be entitled to receive maintenance and support services from Linx Security Inc. (the “Company”) in connection with the Platform (as defined in the Master Service Agreement) (“Support Services”).
Definitions
For the purposes of this Service Level Agreement, the following terms will be used:
Term | Definition |
|---|---|
Customer Agreement | The Order entered into between Customer and the Company. |
Error | A reproducible failure of the Services to perform a function in accordance with the applicable technical specifications. |
High Priority Error | Customer experiences a loss of key Service features due to an issue in the Service rendering some operational functionality unavailable. |
Medium Priority Error | Customer is experiencing a limited loss of functionality within the Service with no impact on operational functionality. |
Low Priority Error | Any Error that is not a High Priority Error or a Medium Priority Error. |
Normal Business Hours | US EST hours 8 am to 7 pm Monday to Friday. |
Quarterly Uptime Percentage | The Uptime during each calendar quarter, divided by the number of hours in such calendar quarter, expressed as a percentage. |
Scheduled Maintenance | Time during which the Services are temporarily made unavailable by the Company for maintenance purposes, for a period not to exceed 6 hours, and conducted no more frequently than 4 times in any rolling 12-month period, and to the extent feasible, conducted outside of Normal Business Hours. For the removal of doubt, detection and segmenting will remain completely unaffected during such periods and will continue running with no interruption. |
Uptime | Time during which the Services are available and functional, including Scheduled Maintenance time. |
Downtime | Time that is not Uptime. |
Support Services
The Company shall provide Customer, during the term of the Customer Agreement, with certain Support Services in order to enable Customer to notify the Company of any Error and seek assistance in enquiries regarding the Platform, as set forth in this Section 2:
Error Reporting. In order to report any Error to the Company, Customer should use The Company’s Help Desk support. Customer shall send Support Service requests by email to support@linxsecurity.io. Customer shall provide the Company with sufficient details to enable the Company to accurately diagnose and reproduce such Error such as error logs, screenshots, browser and OS version, order identifiers, etc.
Error Classification. Once the Customer notifies the Company’s Help Desk of an Error, the Company shall classify the Error as a High, Medium, or Low Priority Error, upon which the following response times shall apply:
Error Severity | Initial Response |
|---|---|
High Priority Error | Within two (2) business hours |
Medium Priority Error | Within one (1) business day |
Low Priority Error | Within two (2) business days |
Note: The Company may attempt to contact Customer within the initial response time to clarify the issue and the business impact and will initiate the resolution process to detect the root cause and provide a solution or workaround that reduces the severity of the applicable problem. the Company will make reasonable commercial efforts to provide final resolution of Errors as soon as practicable, considering the severity of the Error, the details provided by Customer, and the cause of the Error.
Error Correction. The Company will use reasonable efforts to confirm the existence of an Error and to correct the Error, by providing a fix, patch, workaround, or any other reasonable solution. While the Company shall endeavor to correct all Errors, Customer acknowledges that not all Errors will be corrected or that a fix, patch, workaround, or any other offered solution will be found. The Company cannot and does not warrant or represent that any or all Errors can or will be corrected.
Measurement. Support Services response times are measured by the Company from the time the Error is received by the Company with sufficient details about the Error via the contact methods above. Otherwise, the guaranteed response time will not apply.
Service Availability
The Company will use commercially reasonable efforts to maintain the service uptime levels set forth below.
The Company will use commercially reasonable efforts to maintain the service dashboard at an uptime of 99.5%, measured on a quarterly basis (the "Uptime Commitment"). Uptime in this section means that the Service dashboard is displaying information based on data collected by the Company from Data Sources within 30 minutes or less of the relevant meta-date being registered by the Customer Systems for the stated percentage of time.
The Company will continuously monitor the performance of the service and track its compliance with the Uptime Commitment. In the event that the Company does not meet the Uptime Commitment, in each instance, Customer will report the downtime to the Company with sufficient information regarding the claimed failure as reasonably requested by the Company (the “Claim”). Should The Company dispute any Claim for periods of downtime, the Company will provide Customer with a record of the service availability for the period in question.
If during any calendar quarter, the Company fails to meet the Uptime Commitment, the Company will provide Customer with a service credit in accordance with the table below.
Actual Uptime Percentage: | Service Credit %: |
|---|---|
≥ 96.5% but < 99.5% | 5% of the Fee |
≥ 94% but < 96.5% | 7.5% of the Fee |
< 94.0% | 10% of the Fee |
The Company will credit an amount equal to the Service Credit % times the fee paid by Customer for the applicable quarter against the fees due from Customer to the Company in the next payment cycle following the month in which a Claim is made, subject to the terms of this Service Level Agreement.
Exclusions
The services set forth herein shall not include, and the Company shall not be responsible or liable to correct, any Error caused by: (i) Customer's failure to use the Platform or any part thereof in accordance with instructions included in the documentation provided with the Platform; (ii) negligence, misuse, abuse or mishandling of the Platform by Customer or any third party; (iii) inappropriate environmental conditions (such as network problems, power, and air-conditioning failures) or failure of Customer to maintain the configuration environment set out in the services’ specifications or any technical issue unrelated to the Platform; (iv) failure of the devices not provided by the Company; (v) actual or attempted modification, alteration or addition to the Platform; or (vi) any issue in the integration or communication of Customer properties, with the Platform or services.
Force Majeure
The Company shall not be liable for any failure to perform its obligations hereunder when such failure is due to events beyond its reasonable control, such as, without limitation, flood, earthquake, fire, acts of God, military insurrection, civil riot, or labor strikes.
