Symantec Web Data Protection.cloud

Transcription

1 Service Overview The Symantec Web Data Protection.cloud ( Web DP ) Service is a scanning service that examines Web pages, content and Web mail attachments, allowing Customer to configure its own policy-based Web content filtering strategy. This Service is only available to Customers who also use the Symantec Web Security.cloud Services. This document, with any attachments included by reference, is part of any Symantec agreement which incorporates this by reference (collectively, the Agreement ), for those Services which are described in this. Table of Contents Technical/Business Functionality and Capabilities o Service Features o Customer Responsibilities o Supported Platforms Service-Specific Terms o Renewal Opt-Out Process o Assistance and Technical Support o Conditions of Service Definitions Service Level Agreement SYMANTEC PROPRIETARY PERMITTED USE ONLY 1

2 TECHNICAL/BUSINESS FUNCTIONALITY AND CAPABILITIES Service Features Access to the Service Management Console (SMC) to manage account information and perform configuration selections. Customer may build a set of policies upon which Web content is filtered by the Service. A policy is a group of rules or instructions determined by Customer which is used to identify a particular format of Web page content/component or attachment within a Website. The policy will determine the action to be taken when that format is present within the Web content. Customer may configure policies on a global, per group or per user basis. The Service works on an exact match of Customer policies and will apply all policies until it determines an exit event and completes the scanning process. The Service can only scan for content in certain file types which are defined in the Administrator Guide for the Service and the online help provided with the Service. The following options are available for Customer to specify the actions to be taken when the Service identifies Web content as matching a Customer defined policy. All actions can be enabled as an exit event, if required. o o Block and log Web content (default exit event), Log only to the SMC statistics, and/or o Allow (default exit event). Customer may activate, deactivate and modify notifications, which are configured by Customer, on a per policy basis through the SMC. Templates, dictionaries, lists, and regular expressions are provided with the Service. Customer may use these templates to build their own policies, or create their own custom lists and regular expressions. Symantec is not responsible for support or troubleshooting of any Customer defined regular expressions. If requested by Customer, Symantec will use commercially reasonable efforts to create custom regular expressions to achieve a desired result defined by Customer. Customer is advised to take note of the behavior difference of Web mail attachments. Details are included in the Administrator Guide. Customer may activate an optional feature to generate reports based upon matched content and a portion of surrounding text. If Customer enables this feature, the matched content will be redacted by default and will not be logged. Customer may disable the redaction functionality, and as a result, matched content will be logged and included in reported data. Customer understands that redaction is an optional function applicable to matched content only, and the Service will not redact text surrounding the matched content. Customer is solely responsible for managing the collection and reporting of data through this feature. SYMANTEC PROPRIETARY PERMITTED USE ONLY 2

3 Customer Responsibilities Symantec can only perform the Service in accordance with the Agreement if Customer provides required information or performs required actions. If Customer does not perform the following responsibilities, performance of the Service may be impaired or prevented, and/or eligibility for Service Level Agreement benefits may be voided, as noted below. Setup Enablement: Customer must provide information required for Symantec to begin providing the Service. Adequate Customer Personnel: Customer must provide adequate personnel to assist Symantec in delivery of the Service, upon reasonable request by Symantec. Renewal Credentials: If applicable, Customer must apply renewal credential(s) provided in the Subscription Instrument (defined below), to continue to receive Service, or to maintain account information and Customer data during any post-termination retention period, if any, as defined in a. Otherwise, account access and Customer data may not be available. Customer Configurations vs. Default Settings: Customer must configure the features of the Service, if applicable, or default settings will apply. For some features, default settings do not exist and no Service will be provided until Customer chooses a setting. Customer is responsible for implementing the configuration options for the Service through the SMC. Customer must direct its Web traffic through the Service, as configured through the SMC Customer must implement policies in a logical hierarchy, or a policy may not be applied before the Service reaches the Customer selected exit event. Customer is responsible for testing any regular expression it creates, or which is by Symantec, to determine if the desired result can be achieved. Supported Platforms Supported platforms for the Service are defined in the SMC. Hardware requirements, if any, are defined in the SMC. SYMANTEC PROPRIETARY PERMITTED USE ONLY 3

4 SERVICE-SPECIFIC TERMS Renewal Opt-Out Process The Service renews automatically as set forth in the Agreement, unless Customer cancels as follows: Customer may opt-out of automatic renewal by providing Symantec notice, at least ninety (90) days prior to the end of Customer s then-current Term. Term means the initial period of service (also sometimes called the minimum period) or any renewal period. Such notice of renewal opt-out must be sent to the following address (or replacement address as published by Symantec): CLD_cancellations_MLABS@symantec.com. A notice of non-renewal takes effect upon the expiration of the then-current Term. Any notice given according to this procedure will be deemed to have been given when received by Symantec. Assistance and Technical Support Customer Assistance. Symantec will provide the following assistance a part of the Service during regional business hours: Receive and process orders for implementation of the Service Receive and process requests for permitted modifications to Service features; and Respond to billing and invoicing questions Technical Support. The following technical support ( Support ) is included with the Service. Support available on a twenty-four (24) hours/day by seven (7) days/week basis to enable Customer with configuration of the Service features and to resolve reported problems with the Service. Maintenance. Symantec must perform maintenance on the Service Infrastructure in order to provide the Service in accordance with the Agreement. The following applies to maintenance performed for the Service. Planned Maintenance. For Planned Maintenance, Symantec will use commercially reasonable efforts to give Customer seven (7) calendar days notification, via , SMS, or as posted on the SMC. Symantec will use commercially reasonable efforts to perform Planned Maintenance at times when collective Customer activity is low, in the time zone in which the affected Infrastructure is located, and only on part, not all, of the network. If possible, Planned Maintenance will be carried out without affecting the Service. During Planned Maintenance, Service may be diverted to sections of the Infrastructure not undergoing maintenance in order to minimize disruption of the Service. Emergency Maintenance. Where Emergency Maintenance is necessary and is likely to affect the Service, Symantec will endeavor to inform the affected parties in advance by posting an alert on the applicable SMC no less than one (1) hour prior to the start of the Emergency Maintenance. Routine Maintenance (SMC). Symantec will use commercially reasonable efforts to perform routine maintenance of SMCs at times when collective Customer activity is low to minimize disruption to the availability of the SMC. Customer will not receive prior notification for these routine maintenance activities. Conditions of Service The Service is intended to enable Customer to implement a valid and enforceable computer use policy, or its equivalent. Customer shall comply with all applicable laws with respect to use of the Service. In certain countries SYMANTEC PROPRIETARY PERMITTED USE ONLY 4

5 it may be necessary to obtain the consent of individual personnel. Configuration and use of the Service is entirely in Customer s control, therefore, Symantec is not liable for Customer s use of the Service, nor liable for any civil or criminal liability that may be incurred by Customer as a result of the operation of the Service. Any templates supplied by Symantec are for use solely as a guide to enable Customer to create its own customized policies and other templates. Suggested word lists and template rules or policies supplied by Symantec contain words which may be considered offensive. Customer may not disclose the results of any benchmark tests or other tests connected with the Service to any third party without Symantec s prior written consent. Customer agrees that Symantec may temporarily suspend Service to Customer if continued provision of the Service to Customer would compromise the security of the Service. Such circumstances may include, but not limited to, hacking attempts, denial of service attacks, mail bombs or other malicious activities either directed at or originating from Customer s domains. In such an event, Symantec will promptly inform Customer and will work with Customer to resolve such issues. Symantec will reinstate the Service upon removal of the security threat. o Should a Service be suspended or terminated for any reason whatsoever, Symantec shall reverse all configuration changes made upon provisioning the Service. If and when Service is reinstated, it shall be Customer s responsibility to undertake all other necessary configuration changes. Customer will be invoiced for set-up charges, as applicable, when Customer increases the number of Users, or other incremental use of the Service(s), at the then-current rates. Registered Usage may only be increased in increments of ten (10) Users. In order to optimize each Service Symantec may, at its discretion and without notice, add, modify or remove features from each Service at any time. Symantec may, in its sole discretion and from time to time, establish or amend general operating practices to maximize the operation and availability of the Service and to prevent abuses. For the avoidance of doubt, such changes will not materially degrade the Service. Symantec may update these s schedules from time to time to accurately reflect the Service being provided. Except otherwise specified in the, the Service and any software provided therewith, may use open source and other third party materials that are subject to a separate license. Please see the Third Party Notice, if applicable, at SYMANTEC PROPRIETARY PERMITTED USE ONLY 5

6 DEFINITIONS Capitalized terms used in this and not otherwise defined in this document shall have the meaning given below: Administrator means a Customer User with authorization to manage the Service on behalf of Customer. Administrators may have the ability to manage all or part of a Service as designated by Customer. Connection Manager means the detection methods which sit at the SMTP handshake stage. Credit Request means the notification which Customer must submit to Symantec by to support.cloud@symantec.com with the subject line Credit Request (unless otherwise notified by Symantec). Emergency Maintenance means unscheduled maintenance periods which during which Service may be disrupted or prevented due to non-availability of the Service Infrastructure Global Settings means the actions within the SMC which are applied to all domains and group levels for the Service. Group Level Settings means group settings that are customizable for a particular group within the SMC (defined below) for the Service. Infrastructure means any Symantec or licensor technology and intellectual property used to provide the Services. Monthly Charge means the monthly charge for the affected Service(s) as defined in the Agreement. Non-Severable Service Bundle means a bundle of Services defined in the Non-Severable Service Bundle and Legacy Name Charts located at or successor URL. Planned Maintenance means scheduled maintenance periods which during which Service may be disrupted or prevented due to non-availability of the Service Infrastructure. Service Credit means the amount of money that will be credited to Customer s next invoice after submission of a Credit Request and validation by Symantec that a credit is due to Customer. Subscription Instrument means one or more of the following applicable documents which further defines Customer s rights and obligation related to the Service: a Symantec certificate or a similar document issued by Symantec, or a written agreement between Customer and Symantec, that accompanies, precedes or follows the Service. Symantec Web Security.cloud Service or Web Services means the Web v.2 Protect.cloud and Web v2 URL.com Services collectively. User means an individual person and/or device authorized to use and/or benefits from the use of the Service, or that actually uses any portion of the Service, including all mailboxes that send and/or receive . SYMANTEC PROPRIETARY PERMITTED USE ONLY 6

7 SERVICE LEVEL AGREEMENT General If Customer believes it is entitled to a remedy in accordance with this Service Level Agreement, Customer must submit a Credit Request within ten (10) business days of the end of the calendar month in which the suspected breach of the service level occurred. Customer recognizes that logs are only kept for a limited number of calendar days and therefore any Credit Request submitted outside of the provided timeframe will be deemed invalid. All Credit Requests will be subject to verification by Symantec in accordance with the applicable provisions of this Service Level Agreement. This Service Level Agreement will not operate: (i) during periods of Planned Maintenance or Emergency Maintenance, periods of non-availability due to force majeure or acts or omissions of either Customer or a third party; (ii) during any period of suspension of service by Symantec in accordance with the terms of the Agreement or (iii) where Customer is in breach of the Agreement (including without limitation if Customer has any overdue invoices); or (iv) Customer has not configured the Service in accordance with the Agreement. The remedies set out in this Service Level Agreement shall be Customer s sole and exclusive remedy in contract, tort (including without limitation negligence) or otherwise for breach of the related Service Level commitment. The maximum Service Credit available from Symantec or its authorized reseller under this Service Level Agreement in any calendar month shall be no more than one hundred percent (100%) of the Monthly Charge payable by Customer for the affected Service. Where the affected Service is part of a Non-Severable Service Bundle: o For the purpose of calculating Service Credits, the Monthly Charge for such affected Service shall be calculated as the total monthly charge for the Non-Severable Service Bundle divided by the number of separate Services included in the bundle; and o if Customer terminates the affected Service in accordance with this Service Level Agreement, the revised charge for the Non-Severable Service Bundle shall be calculated as the original total Monthly Charge for the Non-Severable Service Bundle, divided by the original number of separate Services included in the bundle, and multiplied by the number of remaining constituent Services in that bundle. 100% Service Availability This Service Availability Service Level means the availability of the Service to accept Customer s outbound Web requests and shall only apply if Customer host, gateway devices or proxy(s) are correctly configured on a 24x7 basis. If Service Availability falls below one hundred percent (100%) in any calendar month, Customer may submit a Credit Request and may receive a Service Credit for the following percentage credit: Percentage Service Availability Per Calendar Month < 100% but >= 99% 25 < 99% but >= 98.0% 50 Percentage Credit of Monthly Charge < 98.0% 100 and termination of affected Service at Customer s discretion If Service Availability falls below ninety eight percent (98%) in any calendar month, Customer shall be entitled to terminate the affected Service and receive a pro-rata refund of fees paid in advance for the portion of the Term after such termination is effective. SYMANTEC PROPRIETARY PERMITTED USE ONLY 7

8 24x7 Technical Support and Fault Response Symantec will on a twenty-four (24) hours/day by seven (7) days/week basis: o provide technical support to Customer for problems with the Service; and o liaise with Customer to resolve such problems. Priority Levels are defined below for requests reported to Symantec via telephone or Priority Level Severity 1 Severity 2 Severity 3 Definition Response Target Percentage Credit Loss of Service Partial loss of Service or Service impairment Potentially Service affecting or non-service affecting information request 95% of calls responded to within 2 hours 85% of calls responded to within 4 hours 75% of calls responded to within 8 hours Percentage Credit indicated above means the percentage of the Monthly Charge which may be claimed for Symantec s failure to meet the corresponding Response Target Customer must report any delay in Symantec s response to a request, including the time, date and log number of the incident, in order to be eligible for an applicable Service Credit. For avoidance of doubt, Service Levels do not apply to any requests that are due to acts or omissions by Customer or which require the actions of other service providers, as these are beyond Symantec s control SYMANTEC PROPRIETARY PERMITTED USE ONLY 8