Symantec Enterprise Vault.cloud

Transcription

1 Symantec Enterprise Vault.clud Service Descriptin Service Overview The Symantec Enterprise Vault.clud ( EV.clud ) Service is the cllective name fr the archiving services and ptins described in this service descriptin. Custmers must purchase each Service and add n Services separately. This Service Descriptin dcument, with any attachments included by reference, is part f any agreement which incrprates this Service Descriptin by reference (cllectively, the Agreement ), fr thse Services which are described in this Service Descriptin and are prvided by Symantec. Table f Cntents Technical/Business Functinality and Capabilities Service Features Services and Optins Custmer Respnsibilities Supprted Platfrms and Technical Requirements Service Sftware Cmpnents Service Specific Terms Autmatic Renewal Opt Out Prcess Assistance and Technical Supprt Additinal Service Requirements Service Level Agreement Definitins Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

2 Symantec Enterprise Vault.clud Service Descriptin TECHNICAL/BUSINESS FUNCTIONALITY AND CAPABILITIES Service Features The Administratin Cnsle, as applicable, is an Internet based resurce and tl available t Custmer as part f the Service. Custmer can access the Administratin Cnsle by using a secure passwrd prtected lgin. The Administratin Cnsle prvides the ability fr Custmer t cnfigure and manage the Service, access reprts, and view data and statistics when available as part f the Service(s). The Service is managed n a twenty fur (24) hurs/day by seven (7) days/week basis and is mnitred fr hardware availability, service capacity and netwrk resurce utilizatin. The Service is regularly mnitred fr service level cmpliance and adjustments are made as needed. Reprting fr the Service is available thrugh the Administratin Cnsle. Reprting may include activity lgs and/r statistics. Custmer may chse t generate reprts, thrugh the Administratin Cnsle, which can be cnfigured t be sent by n a scheduled basis, r dwnladed frm the Administratin Cnsle. The Service is intended t enable Custmer t implement a valid and enfrceable cmputer use plicy, r its equivalent. Custmers may exprt data frm the Enterprise Vault Discvery.clud Service in a self service mdel. Fr an additinal fee, Symantec will exprt data frm Enterprise Vault.clud fr the Custmer and transfer that data t Custmer via curier. Data will be transferred t Custmer encrypted. The maximum single size that can be ingested is 50MB unless therwise specified in this appendix. The Service des nt replace Custmer s need t backup Custmer s mail server(s). In the event that Custmer needs t rebuild a mail server, it shuld rebuild the mail server frm backup data rather than frm the archive. Services and Optins Symantec Enterprise Vault Persnal.clud. The Enterprise Vault Persnal.clud Service is an archiving service designed t give a User access t their persnal archives. The Service stres and indexes s and attachments in the archive. Users can als access the archive frm Micrsft Outlk r Micrsft Outlk Web App (where supprted), IBM Ltus Ntes, and thrugh a brwser based, secure website. Symantec Enterprise Vault Discvery.clud. The Enterprise Vault Discvery.clud Service is an archiving service designed t expedite specific tpic r discvery (ediscvery) requests, enfrce use plicies and t retain data fr custmer defined perids. The Service stres and indexes s and attachments in the archive. Users can access the archive thrugh a brwser based, secure website. Symantec Enterprise Vault.clud BlackBerry Optin. The Enterprise Vault.clud BlackBerry Optin is an add n Service t the Enterprise Vault Persnal.clud Service that allws Users t access and search archived s, attachments, SMS, PINt PIN messages and call lg files frm their BlackBerry devices. The Enterprise Vault.clud BlackBerry Optin can be deplyed by Administratrs t Users frm a BlackBerry Enterprise Server (BES) r by Users via BlackBerry Desktp Manager. Dwnlad and installatin f Service Sftware is required fr the BlackBerry Optin. The BlackBerry Optin is cmpatible nly with apprved versins f BlackBerry enterprise servers and perating systems set frth in the current Cmpatibility List. The Cmpatibility List is lcated at: Symantec Enterprise Vault.clud Imprt Optin. The Symantec Enterprise Vault.clud Imprt Optin is an add n Service t the Enterprise Vault Persnal.clud r Enterprise Vault Discvery.clud Services that allws Custmer t migrate and ingest existing legacy data int Custmer s archive. This add n Service allws Custmer t cmbine bth ingested legacy and new streams within the archive. This add n Service requires active participatin by Custmer t plan, analyze and execute an ingestin plan. Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

3 Symantec Enterprise Vault.clud Service Descriptin Custmer must transfer data t be ingested via curier r via SFTP where applicable and available. All data sent via a drive shuld be prvided in an encrypted frm and Custmer must prvide the decryptin key, per instructins frm Symantec. Custmer can extract the data and prvide it in any cmpatible frmat frm supprted repsitries. With Custmer s guidance, this add n Service assigns Users t each imprted. that cannt be directly assigned t a specific User are assigned t a single mailbx within the archive. Once is assigned t this mailbx, it cannt be mved r migrated t anther mailbx. All migratin activity can be lgged and audited thrugh a chain f custdy prtcl t prvide integrity f Custmer s recrds. Symantec cannt guarantee the time it will take t imprt the data nce received. Symantec is nt respnsible fr failure t imprt data that is crrupt when received frm Custmer. Symantec Enterprise Vault.clud fr Bx. Symantec Enterprise Vault.clud fr Bx is an add n Service t the Enterprise Vault Persnal.clud r Enterprise Vault Discvery.clud Services fr files stred n enterprise accunts. This add n Service allws Custmers t map Bx users t the archive by address. This add n service captures and indexes Bx files after securely transmitting them in t the archive. Files may then be searched and accessed during the ediscvery prcess r fr individual use. Administratrs can select any cmbinatin f cmpatible file types. Symantec Enterprise Vault.clud fr Salesfrce Chatter. Symantec Enterprise Vault.clud fr Salesfrce Chatter is an addn service t the Enterprise Vault Persnal.clud r Enterprise Vault Discvery.clud Services fr psts n Salesfrce Chatter. This add n service captures and indexes Salesfrce Chatter psts after securely transmitting them in t the archive. Files may then be searched and accessed during the ediscvery prcess r fr individual use. Symantec Enterprise Vault.clud fr Micrsft SharePint. Symantec Enterprise Vault.clud fr Micrsft SharePint is an add n service t the Enterprise Vault Discvery.clud Service fr dcuments frm Micrsft SharePint Server npremise. This add n service captures and indexes SharePint cntent after securely transmitting them in t the archive. Files may then be searched and accessed during the ediscvery prcess. Dwnlad and installatin f Service Sftware is required fr the SharePint add n. Symantec Enterprise Vault.clud Flder Sync Optin. The Symantec Enterprise Vault.clud Flder Sync Optin is an add n Service t the Enterprise Vault Persnal.clud Service which enables a Custmer t view s in Enterprise Vault Persnal.clud in a manner similar t the rganizatin in the User s Micrsft Outlk flders. As Users mve s between Micrsft Outlk flders and create and mve the lcatin f Micrsft Outlk flders, the synchrnizatin feature subsequently replicates the flder structure inside Enterprise Vault Persnal.clud. Dwnlad and installatin f Service Sftware is required fr the Flder Sync Optin. Symantec Enterprise Vault Mailbx Cntinuity.clud. Symantec Enterprise Vault Mailbx Cntinuity.clud is a Service that allws Users t access their via a dedicated flder in Micrsft Outlk r a web based User interface during a failure f the main server platfrm ( Cntinuity Event ). This Service requires Custmer t use at least ne f the Symantec Security Services. Custmer agrees t cnfigure the Service as a failver delivery rute with the Administratin Cnsle and t further infrm Symantec f the delivery lcatin (mail hstname r IP address) by dmain f its mail servers at cmmencement f this Service. Custmer acknwledges and agrees that it has an nging bligatin t update Symantec, during its use f the Service, f any changes t such delivery lcatin. Custmer acknwledges that Custmer s failure t make such cnfiguratins r t prvide Symantec with such delivery infrmatin may adversely impact the perfrmance f the Service. IF SYMANTEC IS UNABLE TO ESTABLISH AN SMTP CONNECTION TO CUSTOMER, CUSTOMER S S WILL BE ROUTED TO THE SERVICE ON BEHALF OF CUSTOMER. FOR THE AVOIDANCE OF DOUBT: (I) IF CUSTOMER S FIREWALL ACTS AS A PROXY AND RESPONDS ON BEHALF OF THE MAIL SERVER, OR (II) IF CUSTOMER S MAIL SERVER ISSUES ANY RESPONSE (INCLUDING WITHOUT LIMITATION ERROR CODES), THIS WILL CONSTITUTE AN SMTP CONNECTION AND WILL NOT BE A CONTINUITY EVENT. The Service uses an pprtunistic TLS cnnectin when attempting delivery. ALL BOUNDARY ENCRYPTION.CLOUD AND POLICY BASED ENCRYPTION.CLOUD SERVICE CUSTOMERS ALSO USING THE SERVICE Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

4 Symantec Enterprise Vault.clud Service Descriptin ACKNOWLEDGE AND AGREE THAT A TLS CONNECTION WILL BE ATTEMPTED BUT MAY NOT BE ACHIEVED; THEREFORE S MAY NOT BE ENCRYPTED. CUSTOMER ACKNOWLEDGES AND AGREES THAT IT SHOULD NOT SEND OR RECEIVE SENSITIVE DATA VIA THE SERVICE OR CUSTOMER DOES SO ENTIRELY AT ITS OWN RISK. During the Term f the Service, all retrieved r stred by the Service will be stred and accessible by Custmer fr ninety (90) days, and will subsequently be autmatically deleted. Custmer acknwledges and agrees that (i) the Symantec Security Services d nt scan all s that riginally enter the archive and (ii) the Symantec scanning services ( AntiVirus.clud, AntiSpam.clud, Image Cntrl.clud and Cntent Cntrl.clud) may nt scan s that are released frm the archive fr reinstatement t a User s mailbx. Accrdingly, Symantec cannt be respnsible fr any Virus, spam, images r inapprpriate cntent that such reinstated s may cntain, and therefre, any Service Level Agreement will nt apply t such reinstated s. Symantec Enterprise Vault.clud IM Lgging Optin. The Symantec Enterprise Vault.clud IM Lgging Optin is nly available t Custmers wh als use the Symantec Instant Messaging Security.clud Service. The IM Lgging Optin is a clud based add n Service t the Symantec Instant Messaging Security.clud Service. The IM Lgging Optin utilizes the Enterprise Vault.clud Service t archive instant message transcripts frm Symantec Instant Messaging Security.clud. This IM Lgging Optin captures and indexes instant message transcripts in Enterprise Vault Discvery.clud. Frm Enterprise Vault Discvery.clud, Custmers can search acrss cntent directly and exprt search results fr further review and analysis. Symantec Enterprise Vault.clud CludLink Optin. The CludLink Optin is a Service Sftware that synchrnizes data between Custmer s directry server and Enterprise Vault.clud. Dwnlad and installatin f Service Sftware is required fr the CludLink Optin. Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

5 Symantec Enterprise Vault.clud Service Descriptin Custmer Respnsibilities Symantec can nly perfrm the Service if Custmer prvides required infrmatin r perfrms required actins. If Custmer des nt prvide/perfrm per the fllwing respnsibilities, Symantec s perfrmance f the Service may be delayed, impaired r prevented and/r eligibility fr Service Level Agreement benefits may be vided, as nted belw. Setup Enablement: Custmer must prvide infrmatin required fr Symantec t begin prviding the Service. Adequate Custmer Persnnel: Custmer must prvide adequate persnnel t assist Symantec in delivery f the Service, upn reasnable request by Symantec. Custmer Cnfiguratins vs. Default Settings: Custmer must cnfigure the features f the Service thrugh the Administratin Cnsle, if applicable, r default settings will apply. In sme cases, default settings d nt exist and n Service will be prvided until Custmer chses a setting. Cnfiguratin and use f the Service(s) are entirely in Custmer s cntrl. Supprted Platfrms and Technical Requirements Each service within the Enterprise Vault.clud Service ffering are cmpatible nly with apprved versins f n premise mail servers and hsted mail services set frth in the current Cmpatibility List. The Cmpatibility List is lcated at: Service Sftware Cmpnents The Service includes the fllwing Service Sftware: Cludlink Optin, Flder Sync Optin, Blackberry Optin, SharePint Add On. SERVICE SPECIFIC TERMS Autmatic Renewal Opt Out Prcess The Service renews autmatically as set frth in the Agreement, unless Custmer cancels as fllws: Custmer may pt ut f autmatic renewal by prviding Symantec ntice, at least ninety (90) days prir t the end f Custmer s Initial Perid (als smetimes called the Minimum Perid) r a then current Renewal Perid (each, a Term ). Such ntice f renewal pt ut must be sent t the fllwing address (r replacement address as published by Symantec): lf_billing@symantec.cm. A ntice f nn renewal takes effect upn the expiratin f the then current Term. Any ntice given accrding t this prcedure will be deemed t have been given when received. Assistance and Technical Supprt Custmer Assistance. Symantec will prvide the fllwing assistance a part f the Service: Receive and prcess rders fr implementatin f the Service Receive and prcess requests fr permitted mdificatins t Service features; and Respnd t billing and invicing questins Technical Supprt. The fllwing technical supprt ( Supprt ) is included with the Service. Supprt available n a twenty fur (24) hurs/day by seven (7) days/week basis t assist Custmer with cnfiguratin f the Service features and t reslve reprted prblems with the Service. Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

6 Symantec Enterprise Vault.clud Service Descriptin Maintenance. Symantec must perfrm maintenance n the Service Infrastructure in rder t prvide the Service in accrdance with the Agreement. The fllwing applies t such maintenance: Planned Maintenance. Fr Planned Maintenance, Symantec will use cmmercially reasnable effrts t give Custmer seven (7) calendar days ntificatin, via , r SMS r phne as requested. Symantec will use cmmercially reasnable effrts t perfrm Planned Maintenance at times when cllective custmer activity is lw, in the time zne in which the affected Infrastructure is lcated, and nly n part, nt all, f the netwrk. If pssible, Planned Maintenance will be carried ut withut affecting the Service. During Planned Maintenance, Service may be diverted t sectins f the Infrastructure nt underging maintenance in rder t minimize disruptin f the Service. Planned Maintenance means scheduled maintenance perids which during which Service may be disrupted r prevented due t nn availability f the Service Infrastructure. Emergency Maintenance. Where Emergency Maintenance is necessary and is likely t affect the Service, Symantec will endeavr t infrm the affected parties in advance via , r SMS r by phne n less than ne (1) hur prir t the start f the Emergency Maintenance. Emergency Maintenance means unscheduled maintenance perids which during which Service may be disrupted r prevented due t nn availability f the Service Infrastructure r any maintenance fr which Symantec culd nt have reasnably prepared fr the need fr such maintenance, and failure t perfrm the maintenance wuld adversely impact Custmer. Additinal Service Requirements The use f any Service Sftware in the frm f sftware shall be gverned by the license agreement accmpanying the sftware. If n EULA accmpanies the Service Sftware, it shall be gverned by the terms and cnditins lcated at ( hsted service cmpnent eula eng.pdf). Any additinal rights and bligatins with respect t the use f such Service Sftware shall be as set frth in this Service Descriptin. The Service is intended t enable Custmer t implement a valid and enfrceable cmputer use plicy, r its equivalent. Custmer shall cmply with all applicable laws with respect t use f the Service(s). In certain cuntries it may be necessary t btain the cnsent f individual persnnel. Cnfiguratin and use f the Service(s) is entirely in Custmer s cntrl, therefre, Symantec is nt liable fr Custmer s use f the Service(s), nr liable fr any civil r criminal liability that may be incurred by Custmer as a result f the peratin f the Service. Custmer may nt disclse the results f any benchmark tests r ther tests cnnected with the Service t any third party withut Symantec s prir written cnsent. Symantec may update the Service at any time in rder t maintain the effectiveness f the Service. Except as therwise specified in the Service Descriptin, the Service (including any Service Sftware prvided therewith) may use pen surce and ther third party materials that are subject t a separate license. Please see the applicable Third Party Ntice, if applicable, at If Custmer has nt prvided the requested infrmatin t allw Symantec t prvide the Service, Symantec reserves the right t begin charging fr the Service within thirty (30) days f receipt f an rder fr the Service. All Custmer data stred r archived by the Service by Symantec r its third party vendrs is the sle prperty f Custmer ( Custmer Data ), and nthing herein cnveys t Symantec r its vendrs any legal r equitable right, title, r interest int Custmer Data. Custmer Data shall be archived during the Term f the Service. Befre the end f the Service term r upn terminatin f the Service, Custmer shall make a written electin fr Symantec t: (i) delete Custmer Data at n charge (unless prhibited by law r curt rder); r (ii) prvide an ffline cpy in PST frmat via hard disk media at Symantec s then Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

7 Symantec Enterprise Vault.clud Service Descriptin current rates. In the event Custmer fails t prvide written instructin t Symantec as prvided in the preceding sentence, Symantec shall delete Custmer Data (unless prhibited by law r curt rder). Custmer Data shall be retained until the end f the archive term. The default archive term is ten (10) years fllwing the sent date f the Custmer Data thugh Custmer has the ptin f changing the archive term. Fr example, if an has a sent date f May 1, 2014 then the will be archived until May 1, 2024 by default. Custmer Data shall be deleted by Symantec after the archive term and may n lnger be accessible by Custmer r Symantec. Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

8 Symantec Enterprise Vault.clud Service Descriptin SERVICE LEVEL AGREEMENT General If Custmer believes it is entitled t a remedy in accrdance with this Service Level Agreement, Custmer must submit a Credit Request in writing within ten (10) business days f the end f the calendar mnth in which the suspected service level nn cmpliance ccurred. Custmer recgnizes that lgs are nly kept fr a limited number f calendar days and therefre any Credit Request submitted utside f the prvided timeframe will be deemed invalid. All Credit Requests will be subject t verificatin by Symantec in accrdance with the applicable prvisins f this Service Level Agreement. This Service Level Agreement will nt perate: (i) during perids f Planned Maintenance r Emergency maintenance, perids f nn availability due t frce majeure r acts r missins f either Custmer r a third party; (ii) during any perid f suspensin f service by Symantec in accrdance with the terms f the Agreement r (iii) where Custmer is in breach f the Agreement (including withut limitatin if Custmer has any verdue invices); r (iv) Custmer has nt cnfigured the Service in accrdance with the Agreement. The remedies set ut in this Service Level Agreement shall be Custmer s sle and exclusive remedy in cntract, trt (including withut limitatin negligence) r therwise, with respect t this Service Level Agreement. The maximum accumulative liability f Symantec under this Service Level Agreement in any calendar mnth shall be n mre than ne hundred percent (100%) f the Mnthly Charge payable by Custmer fr the affected Service(s). Where the affected Service is part f a Nn Severable Service Bundle: Fr the purpse f calculating Service Credits, the Mnthly Charge fr such affected Service shall be calculated as the ttal mnthly charge fr the Nn Severable Service Bundle divided by the number f separate Services included in the bundle; and if Custmer terminates the affected Service in accrdance with this Service Level Agreement, the revised charge fr the Nn Severable Service Bundle shall be calculated as the riginal ttal Mnthly Charge fr the Nn Severable Service Bundle, divided by the riginal number f separate Services included in the bundle, and multiplied by the number f remaining cnstituent Services in that bundle. Service Availability Symantec shall prvide 99.99% availability fr the Service. If availability fr a full calendar mnth falls belw 99.99%, subject t the clause belw Custmer will be entitled t a Service Credit in accrdance with the table belw. Availability Percentage Credit f Mnthly Charge <99.99% but 99.9% 5% f Mnthly Charge <99.9% but 98.0% 10% f Mnthly Charge <98.0% but 95.0% 15% f Mnthly Charge Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

9 Symantec Enterprise Vault.clud Service Descriptin <95.0% but 89.9% 25% f Mnthly Charge <89.9% 2.5% f Mnthly Charge fr every 1% f lst availability up t a maximum f 100% f the Mnthly Charge Credit Requests must include the dates and times f unavailability. Symantec will cmpare the infrmatin prvided by Custmer with availability mnitring data maintained by Symantec. In respnse t a Credit Request, a Service Credit shall be issued if the unavailability triggers a credit pursuant t the table in the Clause abve. The Service Credit described in this Clause shall be Custmer s sle and exclusive remedy in cnnectin with any unavailability. Unavailability fr Planned Maintenance r Emergency maintenance is excluded frm availability calculatins. Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.

10 Symantec Enterprise Vault.clud Service Descriptin DEFINITIONS Capitalized terms used in this Service Descriptin, and nt therwise defined in the Agreement r this Services Descriptin, have the meaning given belw: Administratr means a Custmer User with authrizatin t manage the Service n behalf f Custmer. Administratrs may have the ability t manage all r part f a Service as designated by Custmer. Credit Request means the ntificatin which Custmer must submit t Symantec by t supprt.clud@symantec.cm with the subject line Credit Request (unless therwise ntified by Symantec). means any inbund r utbund SMTP message passing thrugh a Service. End User License Agreement (EULA) means the terms and cnditins accmpanying Sftware (defined belw). Infrastructure means any Symantec r licensr technlgy and intellectual prperty used t prvide the Services. Mnthly Charge means the mnthly charge fr the affected Service(s) as defined in the Agreement. Nn Severable Service Bundle means a bundle f Services defined in the Nn Severable Service Bundle and Legacy Name Charts lcated at Service Credit means the amunt f mney that will be credited t Custmer s next invice after submissin f a Credit Request and validatin by Symantec that a credit is due t Custmer. Service Sftware means Sftware (defined belw), as may be required by a Service, which must be installed n each Custmer cmputer, in rder t receive the Service. Service Sftware includes the Sftware and assciated dcumentatin that may be separately prvided by Symantec as part f the Service. Sftware means each Symantec r licensr sftware prgram, in bject cde frmat, licensed t Custmer by Symantec and gverned by the terms f the accmpanying EULA r terms and cnditins referenced in this Agreement, as applicable, including withut limitatin new releases r updates as prvided hereunder. Subscriptin Instrument means ne r mre f the fllwing applicable dcuments which further defines Custmer s rights and bligatin related t the Service: a Symantec certificate r a similar dcument issued by Symantec, r a written agreement between Custmer and Symantec, that accmpanies, precedes r fllws the Service. User means an individual persn and/r device authrized t use and/r benefits frm the use f the Service, r that actually uses any prtin f the Service, including all mailbxes that send and/r receive . Cpyright 2014 Symantec Crpratin. All rights reserved. Symantec, the Symantec Lg and any ther trademark fund n the Symantec Trademarks List that are referred t r displayed in the dcument are trademarks r registered trademarks f Symantec Crpratin r its affiliates in the U.S. and ther cuntries. Other names may be trademarks f their respective wners. The cntents f this dcument are nly fr use by existing r prspective custmers r partners f Symantec, slely fr the use and/r acquisitin f the Services described in this dcument.