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Service Level Agreement & Support Standards

1. SERVICE LEVEL AGREEMENT

 

  1. Uptime. Neeve shall use reasonable efforts to maintain the Service with a minimum service level of 99.5% uptime (note that certain enterprise level Services may have higher uptime guarantees as provided below), evaluated on a monthly basis, excluding any downtime as a result of (a) service interruptions, deficiencies, degradations, delays or failures in any telecommunications, internet, network or other service or equipment outside of Neeve’s facilities, (b) End Customer’s or any third party’s products, services, content, negligence, acts or omissions, or (c) any force majeure event or other cause beyond Neeve’s reasonable control, or (e) any scheduled maintenance (“Planned Downtime”) determined as necessary by Neeve at its sole discretion (collectively, “Minimum Service Level”). 
  2. Planned Downtime. Neeve shall use commercially reasonable efforts to give at least 24 hours’ notice prior to any Planned Downtime via the Services and/or e-mail notification.  Neeve shall schedule Planned Downtime to the extent practicable during the weekend hours from 6:00 p.m. Friday to 3:00 a.m. Monday (time zone to be determined by Partner’s or Customer’s region).
  3. Remedy. If Neeve fails to meet the Minimum Service Level then, as Neeve’s sole obligation and Customer’s exclusive remedy, Customer shall be entitled to a credit for the actual downtime experienced for a particular impacted device or application based on the annual subscription fee for the device pro-rated on an hourly basis, however, in no event shall credits in any calendar month exceed 3% of the monthly pro-rated annual license fees. Any such Minimum Service Level credits shall be applied to the next invoice

2. HOW WE CALCULATE AVAILABILITY

 

Monthly Availability is calculated as the  [the total number of hours in the applicable calendar month less Scheduled Downtime hours and less Unscheduled Downtime hours] divided by [the total number of hours in that month less Scheduled Downtime] multiplied by 100. Hours of downtime shall be calculated to the nearest hundredth of an hour, per Node. Monthly Availability for the account will be the average of Monthly Availability per Node. System response time in 

Unscheduled Downtime means the period in which Secure Edge Services are unavailable (measured in hours) due to Neeve’s failure to provide Secure Edge Services for such period, excluding Scheduled Downtime, including equipment malfunctions, periodic or emergency maintenance procedures and repairs. Unscheduled Downtime does not include causes beyond the reasonable control of Neeve, and not reasonably foreseeable or preventable despite applicable security measures employed by Neeve, such as interruption or failure of telecommunication or digital transmission links, hostile network attacks or network congestion or other failures. Unscheduled Downtime does not include the equipment failure of the Neeve Secure Edge hardware. Periods where response time for the Neeve cloud services is greater than three (3) seconds for at least 30% of transactions are considered “Unscheduled Downtime” due to the degradation of service.

Scheduled Downtime means the period in which Secure Edge services are unavailable (measured in hours) due to planned downtime for maintenance, systems repair or systems upgrades of Secure Edge services.

 

Monthly Availability for a 30-day calendar month, with 8 hours of Scheduled Downtime 100% availability = (30 days x 24 hours) – 8 hours scheduled downtime = 712 hours
Unscheduled Downtime Availability of Secure Edge Services in calendar month Monthly Availability Pro rata reduction when Monthly Availability is <99.5%
4 hours (712 – 4) = 708 hours 708 / 712 = 99.44% 99.5% – 99.44% = 0.06% reduction in monthly fee for one Node
8 hours (712 – 8) = 704 hours 704 / 712 = 98.88% 99.5% – 98.88% = 0.62% reduction in monthly fee for one Node
48 hours (712 – 48) = 664 hours 664 / 712 = 93.26% 99.5% – 93.26% = 6.24% reduction in monthly fee for one Node

 

3. PRODUCT SPECIFIC UPTIME & SUPPORT RESPONSE TIME

Uptime and support response targets are tied to the tier of product. The following table shows the uptime guarantee, recovery time objective and point objective targets in the event of a disaster, and the targeted response time for support requests. 

 

Product Family/SKU Monthly Availability (Uptime) RTO/RPO Targets Hardware Replacement
(Ship By)		 Support Response Time Targets
Urgent High Normal Low
Secure Edge
Basic 99.5% 8 hours/ 4 hours 5 business days 12 hours 16 hours 24 hours 48 hours
Pro 99.5% 8 hours/ 4 hours 2 business days 4 hours 8 hours 12 hours 24 hours
Enterprise Cloud 99.9% 8 hours/ 4 hours 1 business day 4 hours 8 hours 12 hours 24 hours
Secure Link
5 & 15 99% 12 hours / 8 hours 5 business days 24 hours 24 hours 48 hours 72 hours
Cloud BMS
PaaS 99.9% 4 hours / 1 hours N/A 4 hours 8 hours 12 hours 24 hours
IaaS 99% 8 hours / 4 hours N/A 12 hours 16 hours 24 hours 48 hours

 

4. PRIORITY DEFINITIONS

Urgent: Site is not connected and is unable to collect data. Critical production issue that severely impacts use of service. Business operations are halted and no workaround exists. 

High: Site is connected, but major functionality is impacted, or significant performance degradation is experienced. Significant impact on portions of business operations, and no reasonable workaround exists.

Normal: Site is connected, but medium-to-low impact on business operations. 

Low: Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration.

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