Service Level Agreement
The terms of the Service Level Agreement (“SLA”) are as follows.
Problem classification and response time
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). The SLA does not cover the Software.
SLA in agreement applies to availability of Wallarm. Availability of Customer Web Applications does not depend on the Availability of the Services provided by Wallarm. Wallarm SLA does not affect SLA of Customer Web Applications.
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”).
The Services are completely unavailable, or performance is so poor as to render the Services unusable.
A major functionality of the Services is unusable which results in limited functionality or affects a large number of Authorized Users.
There is a loss of a function or resource that does not seriously affect the Services functionality.
All other requests for service; such as general usage questions or enhancement requests.
Response and Resolution Time
“Response time” is measured beginning Wallarm 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.