RiskSense Service Level Agreement
Last Updated: January 2017
This RiskSense Platform Service Level Agreement (SLA) is a policy governing the use of RiskSense under the terms of the RiskSense EULA Agreement. This SLA applies separately to each RiskSense Platform deployment. Unless otherwise provided, the SLA is subject to the terms of the EULA Agreement. RiskSense reserves the right to change the terms of this SLA in accordance with the EULA Agreement.
|Severity||Initial Response Time||Status Update||Resolution Target**|
|Severity 1 – Critical
Error renders continued use of the RiskSense Platform commercially infeasible.
|Thirty (30) minutes*||As agreed with Customer||One (1) business day|
|Severity 2 – High
Error prevents a critical function of the RiskSense Platform from operating in substantial accordance with the documentation.
|One (1) hour||Daily||Three (3) business days|
|Severity 3 – Medium
Error prevents a major non-critical function of the RiskSense Platform from operating in accordance with the documentation.
|Four (4) hours||Weekly||Seven (7) business days|
|Severity 4 – Low
Error adversely affects a minor function of the Software or consists of a cosmetic nonconformity, error in documentation, or other problem of similar magnitude. This also covers Customer enhancement requests.
|One (1) business day||To be determined based upon problem|
* Customer needs to file a ticket with RiskSense Support and follow ticket submission with an escalation call. Customer personnel will be accessible on a continuous basis to assist with troubleshooting efforts.
** Resolution target includes, but is not limited to work around, temporary configuration change, patch, or hot fix.
The RiskSense Platform will be operational and available to Customers at least 99.5% of the time in any calendar month. If RiskSense does not meet the RiskSense SLA, and if Customer meets its obligations under this RiskSense SLA, Customer will be eligible to receive the Service Credits described below.
|Monthly Uptime Percentage*||Service Credit|
|< 99.5% ? ≥ 95.0%||5%|
|< 95.0% ? ≥ 90.0%||10%|
* The Monthly Uptime Percentage measurements exclude downtime resulting from any Predefined Maintenance Period.
Unavailable and Outage is defined as the RiskSense Platform is non-operational and is defined as a Critical Support Priority. The following conditions are excluded from the outage definition:
- Any issues on the Customer’s network that causes the users not to be able to access the RiskSense Platform shall not be considered as an outage.
- Any issues caused by factors outside of RiskSense’s reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point.
A Service Credit is a dollar credit, calculated as set forth below, that RiskSense may credit back to an eligible account. Service Credits are calculated as a percentage of the total monthly charges paid by Customer during the current billing cycle (excluding any one-time payments).
- RiskSense will apply any Service Credits only against future RiskSensepayments otherwise due from the Customer. Service Credits will not entitle the Customer to any refund or other payment from RiskSense. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, the Customer’s sole and exclusive remedy for any unavailability, non-performance, or other failure by RiskSense is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
- To receive a Service Credit, the Customer must submit a claim by opening a case in RiskSense Support Center – you can do this by emailing success @ risksense.com. To be eligible, the credit request must be received by RiskSense by the end of the second billing cycle after which the incident occurred and must include the following:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each Unavailability incident that Customer are claiming; and
- the Customer request logs that document the errors and corroborate Customer’s claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
- Standard Weekly Maintenance – Every Tuesday evening from 9:00 PM MST/MDT to 11:00 PM MST/MDT.
- Quarterly Maintenance – Once per quarter, the standard weekly maintenance may be extended to up to a maximum duration of 24 hours. Date and time will be scheduled with no less than 120-hour notice to the Customer.
- Emergency Maintenance – This is a scheduled maintenance to respond to emergency/security related situations. These will be scheduled with no less than 6-hour advance notice with the Customer’s approval.
Customer Requested Maintenance – This is a scheduled maintenance to respond to Customer specific requests for any reason. Any downtime required here does not count against the Monthly Uptime Percentage.