Symantec User Authentication Service Level Agreement

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1 Symantec User Authenticatin Service Level Agreement Overview and Scpe This Symantec User Authenticatin service level agreement ( SLA ) applies t Symantec User Authenticatin prducts/services, such as Managed PKI (MPKI), Validatin & ID Prtectin (VIP), and such ther User Authenticatin slutins as identified by Symantec frm time t time, each a User Authenticatin Service. This SLA shuld be read in cnnectin with the applicable Services Descriptin r Statement f Service fr the User Authenticatin Service in questin. The service level described in a current published Service Descriptin r Statement f Service will gvern ver this SLA, if there is any cnflict between such dcuments. This SLA applies t new r renewal Service Perids f User Authenticatin Service, perfrmed n r after the SLA Versin date indicated in this dcument. Fr Custmers with User Authenticatin Services purchased befre such SLA Versin date, the prir service level agreements shall apply until the expiratin f their current annual Service Perid, such that this SLA shall apply cmmencing n the next annual Service Perid. This SLA dcument is rganized as fllws: Technical Supprt SLA infrmatin Service Perfrmance SLA infrmatin Definitins Technical Supprt SLA Custmer Administratrs Custmer may nminate named Custmer Administratrs authrized t interact with Symantec fr purpses f reprting prblems with User Authenticatin Services, requesting technical supprt, and cllabrating with Symantec Technical Supprt in the reslutin f reprted prblems. The number f such Custmer Administratrs varies by level f supprt (Brnze, Gld, Platinum) included in the purchased Service, as specified belw. Custmer shall identify, and may als frm time t time change, its Custmer Administratrs using Symantec s then current Technical Supprt prcesses. Severity Levels Custmers are respnsible fr determining the severity level f each prblem lgged with Symantec Technical Supprt. The Severity Level reflects the ptential impact t yur business. The respnse times assciated with Symantec s prvisin f technical supprt t Custmer in cnnectin with the User Authenticatin Services will be based in part n classificatin f reprted prblems by severity level as fllws: 1

2 Severity Level Severity 1 (Critical Events) Severity 2 (High Imprtance Events) Severity 3 (Medium Imprtance Events) Impact r Significance f Prblem Severity 1 prblems include any events that have a majr adverse impact n the peratins f the system and n end users' use f the User Authenticatin Service(s), such as the prblem types described belw. A custmer cannt classify a prblem as Severity 1, and Symantec will nt classify an issue as a Severity 1 prblem, unless a Custmer Administratr with immediate access t the affected system(s) and related infrmatin cntacts Symantec by telephne t request supprt. System r applicatin unavailability that prevents critical transactins frm being prcessed Online applicatin utages that significantly impact the nline availability f the User Authenticatin Service(s) Telecmmunicatins interruptins that lead t a majr disruptin f the User Authenticatin Service(s) Cnsistent degradatin f availability that significantly impairs the utility f the User Authenticatin Service(s) Severity 2 prblems include any events (ther than Severity 1 prblems) that have a mderate adverse impact n the peratins f the system and n end users' use f the User Authenticatin Service(s), such as: Errrs that disable nly certain nnessential functins f the User Authenticatin Service(s) and may result in degraded peratins, including withut limitatin, errrs that cause significant transactin prcessing delays Intermittent degradatin f availability that mderately impairs the utility f the User Authenticatin Service(s) Severity 3 prblems include any events (ther than Severity 1 r 2 prblems) that have a minr impact n the peratins f the system and n end users' use f the User Authenticatin Service(s). Technical Supprt Respnse Time Symantec will use cmmercially reasnable effrts t perfrm the fllwing activities: Fr Brnze Service: Symantec will prvide telephne and supprt t up t tw (2) Custmer Administratr(s), as fllws: (i) (ii) fr Severity 1 prblems, 24 hurs a day, 7 days a week, 52 weeks a year, and at Custmer s ptin, fr Severity 2 and 3 prblems, as fllws: Frm 5:00 am 6:00 pm Pacific Standard Time, Mnday thrugh Friday, 52 weeks a year, excluding United States natinal hlidays and Scheduled Dwn Time perids. Frm 8:00 am 6:00 pm CET, Mnday thrugh Friday, 52 weeks a year, excluding Ireland natinal hlidays and Scheduled Dwn Time perids Frm 8:30 am t 5:00 pm AEST, Mnday thrugh Friday, 52 weeks a year, excluding Australian natinal hlidays, Melburne and Victria hlidays, and Scheduled Dwn Time perids (iii) During the reginal business hurs abve, Brnze Service Custmers may cntact their apprpriate reginal User Authenticatin Symantec Technical Supprt center, based n Custmer lcatin as indicated in the Custmer s service rder (and nt based n lcatin f Custmer Administratr(s)). Fr Gld and Platinum Service: Symantec will prvide technical telephne and supprt t up t tw (2) Custmer Administratr(s) fr Gld service, r five (5) Custmer Administratrs fr Platinum service, 24 hurs a day, 7 days a week, 52 weeks a year fr Severity 1, 2, and 3 prblems. During such hurs, incming technical supprt calls will be answered by an autmated call system. Symantec will prvide a call system ptin fr a custmer t speak directly t a trained custmer supprt representative. 80% f the time that this ptin is selected (as measured n a rlling 90 day basis), custmers will speak t a trained custmer supprt representative within 120 secnds f selecting that ptin. 2

3 Target Respnse Times. Symantec s target Respnse Times fr callbacks and supprt, brken ut by Service type and Severity Level, are prvided in the Table belw. Nte that Respnse Time means the amunt f time that elapses between the Custmer s reprt f a sftware r service prblem t Symantec and Symantec s respnse acknwledging the reprt and indicating that a respnse t the prblem has been initiated. The fllwing are gals and nt cmmitments. Severity Level (During hurs utlined abve) Severity 1 (Custmer must initiate by telephne) Severity 2 (Custmer may initiate by telephne r *) Severity 3 (Custmer may initiate by telephne r *) Brnze Service Respnse Time Gals *The turnarund time fr requests culd be lnger than fr telephne requests Maintenance and Service Versin Gld Service Respnse Time Gals Platinum Service Respnse Time Gals Within 1 hur Within 1 hur Within 30 minutes Within 6 business hurs Within 6 hurs Within 2 hurs Next business day Within 8 hurs Within 8 hurs Brnze, Gld and Platinum Supprt include a maintenance plan under which Symantec will prvide Sftware upgrades, bug fixes, patches, errr crrectins and enhancements which are develped by Symantec and made available t Symantec s custmers fr these fferings n an if and when available basis. SYMANTEC WILL PROVIDE SUCH MAINTENANCE PLAN AND CUSTOMER SUPPORT AS PROVIDED IN THIS SLA ONLY FOR THE THEN CURRENT RELEASE OF THE SERVICES OR SOFTWARE AND THE IMMEDIATELY PRECEDING MAJOR RELEASE AT ANY GIVEN TIME. Prblem Management and Escalatin Prcess A specified level f Technical Supprt representative is assigned t every escalatin t versee the case frm a hlistic viewpint. The Technical Supprt representatives handling escalatins are respnsible fr evaluating yur situatin, facilitating the issue at a glbal level, and acting as advcates n yur behalf. Prblem Escalatin. Severity 1 and 2 prblems will be internally escalated as described belw: Severity 1: Hur 0 thrugh Hur 1: Fr nn system wide issues related t Symantec s back end systems, Symantec s Technical Supprt Manager and, if required, Symantec s Backline Maintenance and Escalatin Manager, r their equivalents, are ntified f the prblem and are actively wrking n the prblem. Fr system wide issues related t Symantec s back end systems, Symantec Prductin Services Manager, r equivalent, is als ntified and actively wrking n the prblem. Hur 2 thrugh Hur 4: Fr nn system wide issues related t Symantec s back end systems, Symantec s Directr f Technical Supprt r equivalent is ntified and invlved in the prblem reslutin as may be required. Fr system wide issues related t Symantec s back end systems, the Vice President f Prductin Services and Vice President f Technical Supprt r equivalent are als ntified and invlved in the prblem reslutin as may be required. Hur 5: Symantec s Vice President f Technical Supprt r equivalent is ntified fr nn system wide issues related t Symantec s back end systems. Severity 2: Hur 0 thrugh Hur 72: Symantec will wrk t reslve the prblem and will attempt t prvide a slutin within 72 hurs after prblem identificatin. If Symantec des nt develp a plan within the first 72 hurs after the prblem is reprted, fr reslutin f the prblem within the 10 day perid fllwing the 72 hur windw, and prvided the prblem is nt due t Custmer s fault, then at Custmer s explicit request Symantec will escalate the prblem in accrdance with the Severity 1 escalatin prcedures described abve. Technical Supprt Cntact Infrmatin and Telephne Numbers can be fund at: https://www.symantec.cm/cntactsupprt 3

4 Service Perfrmance SLA Symantec MPKI, VIP, and ther User Authenticatin Services The SLA infrmatin belw describes Symantec s standard Service Perfrmance SLA terms fr Custmers f ur Brnze Service level, and certain additinal Service Perfrmance SLA cmmitments fr Custmers wh purchase Symantec s premium SLA packages ( Gld Service and Platinum Service ), as applicable: Service Availability Up Time Measurement. Up Time is calculated n a rlling 90 day basis as a percentage equal t (i) the ttal number f minutes in any such 90 day perid that Symantec s systems are available and capable f receiving and prcessing data frm custmers, divided by (ii) the ttal number f minutes in such perid. Up Time Percentage. Symantec s Up Time percentage thrughut each such 90 day perid will be n less than: Fr Managed PKI: Ninety nine percent (99%) fr Brnze and Gld Service, and n less than ninety nine and ne half percent (99.5%) fr Platinum Service. Fr VIP (including VIP credential prvisining, VIP Manager, VIP Self Service Prtal and VIP Intelligent Authenticatin): Ninety nine percent and ne half percent (99.5%). Fr VIP credential validatin nly, Symantec s Up Time percentage will be n less than ninety nine pint nine five percent (99.95%). Scheduled Dwn Time. Symantec will ntify Custmer via electrnic mail f Scheduled Dwn Time and anticipated impact t User Authenticatin Service specific functinality nt less than thirty (30) hurs in advance f the planned dwntime windw. Scheduled Dwn Time will nt exceed fur (4) hurs in any single calendar week. Pre Prductin Envirnment fr VIP Custmer will have access t the Symantec pre prductin envirnment as applicable t the VIP User Authenticatin Service(s) prvided fr a perid f 60 days after the start date f Brnze and Gld Service, and fr a perid f ne (1) year after the start date f Platinum Service. N ther prvisin f this SLA will be applicable t pre prductin envirnment availability r perfrmance. Additinal Terms fr Platinum Service Custmers Managed PKI Service Perfrmance Fr Platinum Service nly, the Managed PKI Services (if applicable) will be prvided in accrdance with the fllwing Service Perfrmance standards, as applicable (excluding any additinal latency resulting frm use f the Managed PKI Services in cnjunctin with ther User Authenticatin Services), which standards reflect average perfrmance fr custmers ver any calendar mnth: 90% f all Custmer Administratr apprvals f a digital certificate will ccur within 10 secnds 90% f all Custmer Administratr revcatins f a digital certificate will ccur within 5 secnds 90% f all Custmer Administratr requests fr a CRL will ccur within 5 secnds 90% f all end user requests fr a digital certificate will ccur within 5 secnds 90% f all end user pickups f apprved digital certificates will ccur within 5 secnds 90% f all end user revcatins f his/her wn digital certificate will ccur within 5 secnds 99% f all f the abve requests r actins will ccur within 2 minutes 4

5 Custmer Relatinship Manager Fr eligible Platinum Service custmers nly, Symantec will designate a qualified Symantec emplyee t serve as Custmer Relatinship Manager fr the crdinatin f implementatin activities, and management f prblem reslutin and escalatin effrts. The Custmer Relatinship Manager als will be available t cnduct supprt service reviews at Custmer s request nce every calendar quarter. The eligibility is determined by the then-current Symantec plicy and based n custmers annual spending fr supprt. The current annual spending requirement is USD $12,500 r 15% f the applicable User Authenticatin Service annual fee, whichever is greater. Reprts Fr Platinum Service nly, Symantec will make available t Custmer mnthly reprts, detailing the fllwing fr the mnthly perid cvered by the reprt: the ttal percentage f Up Time; and the number f Scheduled Dwn Time perids; and the percentage f Scheduled Dwn Time perids cmpleted within the scheduled windw specified in the ntice prvided by Symantec; and severity level classificatins and current reslutin status fr reprted prblems, upn request, and fr Managed PKI Services nly, actual Service Perfrmance figures crrespnding t the standards specified in this SLA (aggregated acrss all Managed PKI Service custmers). Definitins Capitalized terms that are nt therwise defined in this SLA have the meanings given belw. AEST means Australian Eastern Standard Time (GMT +10:00) CET means Central Eurpean Time (GMT +01:00) Custmer Administratr means a named, trusted individual f Custmer wh is designated by Custmer t Symantec as its administratr with respect t the relevant Service(s), and wh Custmer authrizes t interact with Symantec n technical prblems with the Service. GMT means Greenwich Mean Time PKI means Public Key Infrastructure PST means Pacific Standard Time (GMT 08:00) Scheduled Dwn Time means perids f scheduled unavailability f the Symantec system and User Authenticatin Service, in rder t perfrm rutine service maintenance, upgrades, and testing. Services Order Term is Custmer s cmmitted perid f User Authenticatin Services, which may be mre than 12 mnths depending n Custmer s rder. Service Perfrmance means the amunt f time that elapses between the arrival f data sent by Custmer at Symantec s back end system and the transmissin frm Symantec s back end system f the crrespnding respnse r autmated actin initiated by Symantec in cnnectin with the relevant User Authenticatin Service. Service Perfrmance refers nly t the perfrmance f Symantec s back end system, and des nt include the system availability, perfrmance, r respnse delay f any third party. Service Perid is each annual perid within a Services Order Term. Up Time means the percentage f time that Symantec s systems are available and capable f receiving and prcessing data frm Custmer in cnnectin with the applicable User Authenticatin Services. Scheduled Dwn Time is nt cnsidered dwntime fr the purpse f this SLA. Unless therwise specified, Up Time refers nly t availability f Symantec s systems, and des nt include the system availability r perfrmance f any party. VIP means Validatin & ID Prtectin. 5

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