Wallarm Service Level
This Service Level Agreement (“SLA”) is a policy governing the performance of Wallarm Inc. under the SOFTWARE AS A SERVICE AGREEMENT (the “SaaS Agreement”) between Wallarm Inc. (“Wallarm”, “us” or “we”) and Customer (“Customer” or “you”). Unless otherwise provided herein, this SLA is subject to the terms of the SaaS Agreement and capitalized terms will have the meaning specified in the SaaS Agreement.
Wallarm will use commercially reasonable efforts to make the Services available at least 99.95% during each calendar month. Wallarm will deliver or otherwise make available to Customer monthly reports of the Availability statistics for the Services, within fifteen (15) days after the end of each calendar month.
For the purposes of this SLA,“Availability”means Customer’s ability to access and use the Services, and is calculated by subtracting from 100% the number of minutes during the applicable calendar month in which the functionalities of the Services are not Available, but excluding periods of any Wallarm SLA Exclusion (defined below).
SLA in agreement applies to availability of Service Provider. Availability of Customer Web Applications doesn’t depend on the Availability of the Services provided by Service Provider. Service Provider SLA doesn’t effect SLA of Customer Web Applications.
If the Services Availability is less than 99.95% for any calendar month, Customer will automatically be entitled to receive a Performance Credit equal to the amount set forth in the table below. The Performance Credit will be in the form of the return of funds. Refunds occurs once every quarter on the basis of monthly reports. Funds shall be payable to the Customer - not later than 35 (thirty five) business days after each 3 month of duration of the Agreement.
|Availability/mo.||Service Level Credit|
|99.95% and above||0.00%|
|98.80 - 99.94%||6.67%|
|98.40 - 98.79%||13.33%|
|98.00 - 98.39%||20.00%|
|97.60 - 97.99%||26.67%|
|97.20 - 97.59%||33.33%|
|96.80 - 97.19%||40.00%|
|96.40 - 96.79%||46.67%|
|96.39% and below||53.33%|
Performance Credits may not be transferred or applied to any other account.
If Availability is less than 97% for three (3) consecutive months in addition to any Performance Credit to which it is entitled, you may terminate the SaaS Agreement without penalty upon written notice to Wallarm given within thirty (30) days after the end of the last month triggering this section.
Wallarm SLA Exclusions
The Services will not be considered not Available if such non-Availability : (i) is caused by factors outside of Wallarm’s reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Wallarm, provided that Wallarm has used reasonable and customary precautions to prevent such factors; (ii) results from any actions or inactions of Customer; or (iii) that result from Customer’s equipment, software or other technology and/or third party equipment, software or other technology outside of Wallarm’s or its agent’s control (collectively, the “Wallarm SLA Exclusions”).
Problem classification and response time
|Classification and Definition|
|Priority Level||Problem Classification||Description|
|1||Urgent||The Services are completely unavailable or performance is so poor as to render the Services unusable.|
|2||High||A major functionality of the Services is unusable which results in limited functionality or affects a large number of Authorized Users.|
|3||Medium||There is a loss of a function or resource that does not seriously affect the Services functionality.|
|4||Low||All other requests for service; such as general usage questions or enhancement requests.|
Response and Resolution Time
“Response time” is measured beginning Wallarms notice of the problem until Customer has received a reply confirming Wallarm’s understanding of the problem. Resolution is measured beginning on the end of the Response time period and ending on resolution of the problem or mitigation being provided to the problem.
|Problem Response and Resolution Time|
|Problem Classification||Initial Response (off-peak time)||Resolution/ Mitigation||Status Updates|
|Urgent||2 hours||4 hours||Every 30 minutes|
|High||180 minutes||24 hours||Every 4 hours|
|Medium||12 hours||next scheduled release||Weekly|
|Low||36 hours||a quarter||Twice a month|