Service Overview Symantec Email Security.clud is a hsted service that filters Email messages and helps prtect rganizatins frm Malware (including targeted attacks and phishing), Spam, and unwanted bulk Email. The Service ffers encryptin and Data Prtectin ptins t help cntrl sensitive infrmatin sent by Email. The Service supprts multiple mailbx types frm multiple vendrs. This, 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 and are prvided by Symantec. Table f Cntents Technical/Business Functinality and Capabilities Service Features Custmer Respnsibilities Supprted Platfrms and Technical Requirements Hsted Service Sftware Cmpnents Assistance and Technical Supprt Service-Specific Terms Autmatic Renewal Opt-Out Prcess Service Cnditins Service Level Agreement Definitins SYMANTEC PROPRIETARY PERMITTED USE ONLY 1
TECHNICAL/BUSINESS FUNCTIONALITY AND CAPABILITIES Service Optins The Service is ffered in tw (2) ptins, Email Prtect r Email Safeguard. The Service must be purchased fr each User f the selected ptin. Features by Service Optin Email Antivirus: Malware prtectin including Phishing and Targeted Attack prtectin with real-time link fllwing Email Prtect Email Safeguard Email Antispam: Spam and Bulk Mail Prtectin Email Data Prtectin: Custmizable Cntent Filtering Plicy Cntrls Email Image Cntrl: Offensive Image Detectin Outbund Filtering Enfrced TLS Encryptin Opprtunistic TLS Encryptin Address Registratin: Invalid recipient handling Users and Grups LDAP Synchrnizatin tl Message Tracing Reprting Dashbard Summary (PDF) and Detailed (CSV) Reprting End User Spam Quarantine Prtal SYMANTEC PROPRIETARY PERMITTED USE ONLY 2
and Ntificatins Disclaimer Management Additinal infrmatin n individual Service features is available in the nline help at http://help.symantecclud.cm. Service Add-Ons Email Prtect Email Safeguard Advanced Threat Prtectin: Email Available Available Plicy Based Encryptin _ Available Additinal infrmatin n individual Service Add-Ons is available in the nline help at http://help.symantecclud.cm. Advanced Threat Prtectin: Email identifies targeted attacks via email against the recipient rganizatin r user. It prvides detailed malware reprting, including URL infrmatin, malware categry, detectin methd, and file hashes. Cnvicted URL search is added t Track and Trace. A Data Feed API is included t enable pulling malware reprting data via an authenticated URL withut file imprts r emailing data. Plicy Based Encryptin allws Users t send encrypted Email messages t any external Email recipient. Custmer must select either Plicy Based Encryptin (E) r Plicy Based Encryptin (Z), bth f which are licensed per sending User, which may be a subset f the verall User cunt fr the Email Safeguard ptin. Additinal Service Features Custmer Administratrs can access the Service management cnsle by using a secure passwrd prtected lgin. The management 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. 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 management cnsle. Reprting may include activity lgs and/r statistics. Using the management cnsle, Custmer may chse t generate reprts, which can be cnfigured t be sent by Email n a scheduled basis, r dwnladed frm the management cnsle. The Service is intended t enable Custmer t implement a valid and enfrceable cmputer use plicy, r its equivalent. Suggested wrd lists and template rules r plicies may be supplied by Symantec. Please nte, such lists may cntain wrds which may be cnsidered ffensive. Custmer Respnsibilities SYMANTEC PROPRIETARY PERMITTED USE ONLY 3
Symantec can nly perfrm the Service if Custmer prvides required infrmatin r perfrms required actins. If a 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. Renewal Credentials: If applicable, Custmer must apply renewal credential(s) prvided in the Subscriptin Instrument within its accunt administratin, t cntinue t receive the Service, r t maintain accunt infrmatin and Custmer data which is available during the Service Term. Custmer Cnfiguratins vs. Default Settings: Custmer must cnfigure the features f the Service thrugh the management 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 is entirely in Custmer s cntrl. Supprted Platfrms and Technical Requirements Supprted platfrms and technical requirement are lcated in the Online Help fr the Service lcated at http://help.symantecclud.cm. Hsted Service Sftware Cmpnents The Service includes the sftware Service Cmpnents available in the management cnsle, which may be accessed upn payment f any applicable fee. Assistance and Technical Supprt Custmer Assistance. Symantec will prvide the fllwing assistance as part f the Service: Receive and prcess rders fr implementatin f the Service Receive and prcess requests fr permitted mdificatins t peratinal aspects f the Service; 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. Maintenance. Symantec must perfrm maintenance n the Service Infrastructure in rder t prvide the Service. The fllwing applies t such maintenance: Planned Maintenance. Planned Maintenance means scheduled maintenance perids during which Service may be disrupted r prevented due t nn-availability f the Service Infrastructure. Fr Planned Maintenance fr the Email Twer Infrastructure, Symantec will use cmmercially reasnable effrts t give Custmer seven (7) calendar days ntificatin psted n the management cnsle. 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 Service Infrastructure nt underging maintenance in rder t minimize disruptin f the Service. 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 SYMANTEC PROPRIETARY PERMITTED USE ONLY 4
maintenance wuld adversely impact Custmer. Where Emergency Maintenance is necessary and is likely t affect the Service, Symantec will endeavr t infrm the affected Custmers in advance by psting an alert n the management cnsle n less than ne (1) hur prir t the start f the Emergency Maintenance. Management Cnsle Maintenance. Symantec will use cmmercially reasnable effrts t perfrm maintenance n the management cnsle at times when cllective Custmer activity is lw, t minimize disruptin t the availability f the management cnsle. Custmer will nt receive prir ntificatin fr these rutine maintenance activities. 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 autmatic renewal pt-ut, r ntice f nn-renewal, must be sent t the fllwing address (r replacement address as published by Symantec): CLD_cancellatins_MLABS@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. Service Cnditins Yu 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. The use f any Service Cmpnent in the frm f sftware shall be gverned by the license agreement accmpanying the sftware. If n EULA accmpanies the Service Cmpnent, it shall be gverned by the terms and cnditins lcated at (http://www.symantec.cm/cntent/en/us/enterprise/eulas/b-hsted-service-cmpnent-eula-eng.pdf). Any additinal rights and bligatins with respect t the use f such Service Cmpnent shall be as set frth in this. Except as therwise specified in the, the Service (including any Hsted Service Sftware Cmpnent 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 http://www.symantec.cm/abut/prfile/plicies/clud-servicesagreements.jsp. Symantec may update the Service at any time in rder t maintain the effectiveness f the Service. Any templates supplied by Symantec are fr use slely as a guide t enable Custmer t create its wn custmized plicies and ther templates. The fllwing limits apply t the Service: Inbund and utbund messages, per User per calendar mnth = ten thusand (10,000). This limit is nt inclusive f Spam and Malware directed at Custmer. Symantec reserves the right t invice Custmer fr additinal Users, upn ntificatin, fr the remaining mnths n the Service cntract where usage exceeds the message limit. Inbund mail retry schedule = seven (7) calendar days. Default maximum email size = fifty megabytes (50MB). Custmer can specify any maximum Email size up t ne thusand megabytes (1000MB). Any Emails that are received by the Service that exceed the specified limit will be blcked and deleted, and a ntificatin alert Email will be sent t the sender, intended recipient, and an Administratr. SYMANTEC PROPRIETARY PERMITTED USE ONLY 5
Message Tracing = data is available fr trubleshting searches fr 30 days; additinal limits apply t the number f results that can be returned by a single search. Malware Quarantine = Emails are autmatically deleted after thirty (30) days. Spam Quarantine = Emails are autmatically deleted after furteen (14) days. Dashbard reprting data availability = twelve (12) mnths. Summary (PDF) reprting data availability = twelve (12) mnths. Detailed (CSV) reprting data availability = frty (40) days. The fllwing limitatins apply t Plicy Based Encryptin: Plicy Based Encryptin (Z) utbund Emails per User per mnth = three hundred (300) Plicy Based Encryptin (E) utbund Emails per User per mnth = fur hundred and eighty (480) When sending t multiple recipients, each unique address will be cunted as a secure Email. In the event that Custmer exceeds the number f permitted secure Emails in any calendar mnth, Symantec reserves the right t invice Custmer fr actual usage. Emails ruted thrugh the Plicy Based Encryptin Service are limited t a maximum size f fifty megabytes (50 MB). If using Pull encryptin with Plicy Based Encryptin (Z) service, by default, Emails will be stred fr 90 days in the secure pickup prtal befre expiring. If using Pull encryptin with Plicy Based Encryptin (E) service, by default, Emails will be stred fr 30 days in the secure pickup prtal befre expiring. The Availability and Latency Service Levels d nt apply t the Plicy Based Encryptin service. Custmers must rute their inbund Email thrugh Symantec using the ruting infrmatin prvided by Symantec and must nt rute Email t a specific Twer r IP address. The Service is nly available t a Custmer wh has its wn Email dmain name and has the ability t cnfigure the MX recrds and/r DNS fr that dmain name. Custmer must accept inbund Email frm all required IP ranges t ensure cntinuity f service in the event that a prtin f the Infrastructure is nt available. Custmer must specify the mail server IP address(es) r hstname(s) fr the delivery f inbund Emails t their rganizatin. Custmer must ensure that all dmains (including sub-dmains) requiring the Service are prvisined. Custmer accepts that Service features may nt functin crrectly and Email delivery may be unavailable fr dmains that are nt prvisined. Custmer agrees t prvide and maintain a list f valid Email addresses t receive the Service (the Validatin List ). It is Custmer s respnsibility t verify the Validatin List prir t the Service being made available and thrughut the Term. Emails sent t Email addresses nt n the Validatin List, r incrrectly entered, will be rejected by the Service. Custmer accepts that SLAs will nt apply t Emails sent t invalid addresses. Fr the avidance f dubt, Custmers using the Spam Quarantine system must maintain a Validatin List and have the Address Registratin capability enabled. If Custmer is unable t prvide such Validatin List and requests that the Address Registratin capability is disabled, Symantec will review each such request n a case-by-case basis and reserves the right t decline requests, in Symantec s sle and abslute discretin. If Custmer chses, it may request the alternative Email Quarantine ( Message Manager ) t replace Spam Manager, and Symantec will assess each such request n a case-by-case basis and reserves the right t decline t enable Message SYMANTEC PROPRIETARY PERMITTED USE ONLY 6
Manager fr any Custmer, in Symantec s sle and abslute discretin. Message Manager allws Users t emply certain functinality t manage Emails which are quarantined by inbund Spam prtectin, Email Data Prtectin and Email Image Cntrl. The current versin f Message Manager is a limited availability release prvided t Custmer as is. Custmer has sle respnsibility t ensure that the functinality f Message Manager meets their needs prir t submitting a request fr prvisining f this alternative feature. Custmer may request and Symantec may enable, nly in its sle and abslute discretin, Per User Ruting t allw Custmer t rute inbund Emails t a mail server IP address fr specified Users. Any Custmer receiving Per User Ruting is slely respnsible fr prviding and maintaining the cnfiguratin files as described by the Per User Ruting Administratin Guide. CUSTOMER AGREES THAT SYMANTEC CANNOT ACCEPT ANY LIABILITY DUE TO THE NON DELIVERY OR MISROUTING OF EMAIL RESULTING FROM ERRORS IN OR OMISSIONS FROM THE PER USER ROUTING CONFIGURATION FILES. Custmer may release Emails that have been categrized as cntaining a Virus, r request that Symantec release such Email, within Custmer s dmain. CUSTOMER AGREES THAT SYMANTEC CANNOT ACCEPT ANY LIABILITY DUE TO THE RELEASE OF SUCH EMAILS ON CUSTOMER S REQUEST. Symantec is nt liable fr any damage r lss resulting directly r indirectly frm any failure f the Service t identify Spam r fr wrngly identifying an email as being Malware r Spam. Symantec reserves the right t scan all utbund Emails. A default disclaimer message will be applied t Emails that are scanned by the Service frm the time f prvisining the Service, the text f which may be edited by Custmer via the management cnsle. Symantec reserves the right t update the default disclaimer message at any time. Custmer shall cmply with all applicable laws with respect t use f the Service. 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. In the event that cntinued prvisin f the Service t Custmer wuld cmprmise the security f the Service, including, but nt limited t, hacking attempts, denial f Service attacks, mail bmbs r ther malicius activities either directed at r riginating frm Custmer s dmains, Custmer agrees that Symantec may temprarily suspend Service t Custmer. In such an event, Symantec will prmptly infrm Custmer and will wrk with Custmer t reslve such issues. Symantec will reinstate the Service upn remval f the security threat. Shuld a Service be suspended fr any reasn whatsever, the Service will nt be applied t Custmer s Emails, and Emails will nt be ruted thrugh Symantec s Infrastructure. Custmer is respnsible fr redirecting their Email during suspensin and cnfirming that all cnfiguratins are accurate if the Service is reinstated. Shuld a Service be terminated fr any reasn whatsever, Custmer s accunt will be deleted and Custmer will nt have access t the Service. Symantec des nt access, read, r cpy Emails, their attachments r linked cntent ther than by electrnic methds fr the purpses f prviding the Service. Hwever, Symantec reserves the right t utilize the Malware and Spam related cntent f such Emails, their attachments and linked cntent slely fr the purpses f: (i) maintaining and imprving the perfrmance f the Service; and (ii) making available t licensrs f the Service any infrmatin passing thrugh the Service which may be f interest t the licensrs slely fr the purpse f further develping and enhancing the Service. Custmer shall nt allw its systems t: (i) act as an Open Relay r Open Prxy; (ii) send Spam. Symantec reserves the right at any time t review Custmer s cmpliance with this sectin. Fr the avidance f dubt, any breach f this Clause will cnstitute a material breach f the Agreement and Symantec reserves the right t suspend all r part f the Service immediately and until the breach is remedied, r terminate the Agreement with respect t the affected Service. SYMANTEC PROPRIETARY PERMITTED USE ONLY 7
If at any time (i) Custmer s Email systems are blacklisted, r (ii) Custmer causes the Symantec systems t becme blacklisted due t the sending f Spam, r (iii) Custmer fails t meet any f the bligatins set ut in this Service Descriptin, Symantec shall infrm Custmer and reserves the right at its sle discretin t immediately withhld prvisin f, suspend r terminate all r part f the Service. Custmer is permitted t use the Service slely fr Custmer's wn business purpses. Custmer agrees nt t resell, sublicense, lease, r therwise make the Service and assciated dcumentatin available t any third party. Custmer agrees nt t use the Service fr the purpses f building a cmpetitive prduct r service r cpying its features r user interface, perfrming Service evaluatins, benchmarking r ther cmparative analysis intended fr publicatin utside Custmer rganizatin withut Symantec's prir written cnsent. Symantec may update the s frm time t time t accurately reflect the Service being prvided. SERVICE LEVEL AGREEMENT. General Custmer may be entitled t Service Credit if Symantec des nt meet the defined service level. If Custmer believes it is entitled t Service Credit, Custmer must submit a Credit Request 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. A Credit Request is made by sending an email t supprt.clud@symantec.cm with the subject line Credit Request indicating the affected Service Level Agreement, the date/time f the failure, any technical supprt ticket infrmatin related t such failure, and any ther relevant infrmatin. All Credit Requests will be subject t verificatin by Symantec in accrdance with the applicable prvisins f this Service Level Agreement. Symantec may request additinal infrmatin frm Custmer t validate the Credit Request. 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); (iv) Custmer has nt cnfigured the Service in accrdance with the Agreement; (v) trial service perids. 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). Exceptins t Service Level Agreement fr Email Security Services. This Service Level Agreement will nt perate: (i) in respect f any Emails that have nt passed thrugh the Service (including withut limitatin if Custmer has nt taken apprpriate steps t ensure that it will nly accept inbund Email frm the Symantec Infrastructure); (ii) r in respect f any inbund r utbund Emails that were initially sent t Symantec cntaining mre than 500 recipients per SMTP sessin, (iii) fr any Custmers prvisined n any Twer designated as a Bulk Cluster Twer, (iv) in respect f any inbund r utbund Emails fr custmer dmains that are nt prvisined fr the Service. Service Availability SYMANTEC PROPRIETARY PERMITTED USE ONLY 8
The Service Availability service level is defined by the ability t establish a SMTP sessin n prt 25 f the Designated Twer Cluster, as measured by Symantec Tracker. The Service Availability Service Level des nt apply t the management prtal r Spam Quarantine system. This Service Level shall nt apply if Custmer has incrrectly cnfigured the Service If Service Availability is belw ne hundred percent (100%) in any calendar mnth, Custmer may submit a Credit Request and may receive a Service credit fr the fllwing percentage credit: Percentage Available Per Calendar Mnth Percentage Credit Of Mnthly Charge belw 100% and abve r equal 99% 25% belw 99% and abve r equal 98% 50% belw 98% 100% If Service Availability falls belw ninety eight percent (98%) in any calendar mnth, as cnfirmed by Symantec, Custmer shall be entitled t terminate the affected Service and receive a pr-rata refund f fees paid in advance fr the prtin f the term after such terminatin is effective. Email Delivery The Email Delivery service level is defined by Symantec s ability t deliver 100% f all email sent t r frm Custmer subject t the fllwing cnditins: a) The Email must have been received by Symantec; and b) The Email must nt cntain a Virus, Spam r ther cntent which has caused it t be intercepted by the Service. Subject t the cnditins abve, in the event Symantec fails t deliver an email t r frm Custmer and Custmer is nt in breach f the terms f the Agreement, Custmer is entitled t terminate the Service upn thirty (30) calendar days prir written ntice. Email Latency The Email Latency service level is defined by whether the average rund trip time, as measured by the Symantec Tracker, fr emails sent every five (5) minutes t and frm every twer within Custmer s Designated Twer Cluster exceeds the delays stated in the table belw, in a calendar mnth. If Custmer believes that the Latency service level has nt been met, Custmer may submit a Credit Request and may receive a Service credit in accrdance with the table belw: Average Rund Trip Time (secnds) Percentage Credit Of Mnthly Charge abve 60 and belw r equal 90 25% abve 90 and belw r equal 120 50% abve 120 and belw r equal 180 75% SYMANTEC PROPRIETARY PERMITTED USE ONLY 9
abve 180 100% This Latency service level will nt apply if: a) Custmer has nt supplied Symantec with a Validatin List and Custmer suffers a denial f service attack; b) Perids f delay are caused by a mail lp frm/t Custmer systems. c) Custmer s primary email server is unable t accept email n the initial attempted delivery. Spam False Psitives The Spam False Psitive service level defines the maximum Spam False Psitive Capture Rate. The Spam False Psitive service level will nly apply if Custmer implements the AntiSpam Best Practice Settings as prvided in the Online Help resurce. If the average Spam False Psitive capture rate rises abve 0.0003% f Custmer s inbund email traffic in any calendar mnth, Custmer may submit a Credit Request and may receive a Service Credit in accrdance with the table belw: Spam False Psitive Capture Rate % Percentage Credit Of Mnthly Charge abve 0.0003 and belw r equal 0.003 25% abve 0.003 and belw r equal 0.03 50% abve 0.03 and belw r equal 0.3 75% abve 0.3 100% The fllwing emails d nt cnstitute Spam False Psitive emails fr the purpses f this service level: a) Emails that are nt legitimate business email; b) Emails cntaining mre than 20 recipients; c) Emails where the sender f the email is n Custmer s blcked senders list, including withut limitatin, thse defined by the individual user if Custmer has enabled user-level settings; d) Emails that are sent frm a cmprmised machine; e) Emails that are sent frm a machine which is n a third party blck-list; f) Emails that have at least eighty percent (80%) f the same cntent. g) Emails intercepted by utbund Spam scanning. In rder t be eligible fr a Service Credit Custmer must reprt and send suspected false psitive emails t supprt.clud@symantec.cm within five (5) calendar days f receipt f the email. Symantec will investigate and cnfirm whether r nt the email is a Spam False Psitive and will recrd the finding. Spam Capture Rate The Spam Capture Rate service level defines the minimum Spam Capture Rate. This service level will nly apply if Custmer implements the AntiSpam Best Practice Settings as prvided in the Online Help resurce. The service level crrespnds t the number f Spam False Negatives measured in a calendar mnth. SYMANTEC PROPRIETARY PERMITTED USE ONLY 10
Custmer may submit a Credit Request and may receive a Service credit in accrdance with the table belw: Spam Capture Rate % Percentage Credit Of Mnthly Charge abve 98 and belw r equal 99 25% abve 97 and belw r equal 98 50% abve 96 and belw r equal 97 75% belw 96 100% This Spam Capture Rate Service Level will nt apply if the email was nt sent t a valid email address. A lwer Spam Capture Rate f 95% shall apply t emails cntaining mre than 50% Duble Byte character sets. In the event that such Spam Capture Rate falls belw 95% Custmer shall be entitled t a 25% Service Credit f the mnthly charge. In the event that the Spam Capture Rate falls belw 90% Custmer may be entitled t a Service Credit equal t 100% f the mnthly charge. In rder t be eligible fr a Service Credit Custmer must reprt and send suspected false negative emails t supprt.clud@symantec.cm within five (5) calendar days f receipt f the email. Symantec will investigate and cnfirm whether r nt the email is a Spam False Negative and will recrd the finding. Virus Prtectin If Custmer systems are infected by ne r mre Knwn Virus r Unknwn Virus, by an email that passed thrugh the Service, in any calendar mnth, Custmer may be entitled t a Service credit in the amunt defined belw. Custmer must ntify Symantec and such ntificatin must be lgged and validated by Symantec s supprt call recrds t cnfirm that a Virus has been passed t Custmer thrugh the Service. Custmer must submit a Credit Request, and if validated, will receive a Service credit equal t the lwer f 100% f the Mnthly Charge r ten thusand dllars/ five thusand punds sterling/ ten thusand eur ($10,000/ 5,000/ 10,000) (depending n the currency in which Custmer is inviced). The remedy set ut in this sectin shall be the sle and exclusive remedy in cntract, trt (including withut limitatin negligence) r therwise in respect f any infectin by a Virus passed t Custmer r a third party thrugh the Service. Fr the avidance f dubt, the remedy set ut in this sectin shall nt apply in cases f deliberate self-infectin. Custmer systems are deemed t be infected if a Virus cntained in an email received thrugh the Service has been activated within Custmer s systems either autmatically r with manual interventin. In the event that Symantec detects, but des nt stp a Virus infected email, Symantec will prmptly ntify Custmer s designated supprt cntact(s), prviding sufficient infrmatin t enable Custmer t identify and delete the Virus-infected email. If such ntificatin results in a preventin f infectin the remedy set ut abve shall nt apply. If Custmer fails t prmptly act upn the ntificatin frm Symantec, the remedy set ut abve shall nt apply. SYMANTEC PROPRIETARY PERMITTED USE ONLY 11
The Service will scan as much f the email and its attachments as pssible. It may nt be pssible t scan attachments with cntent that is under the direct cntrl f the sender (fr example, passwrd prtected and/r encrypted attachments). Such email and/r attachments are excluded frm the Service Level and the remedy set ut abve shall nt apply. This Virus Prtectin Service Level shall nt perate in relatin t Viruses that have been intentinally released by Custmer r by Symantec n request f Custmer. This Virus Prtectin Service Level shall nly apply t a Virus as defined in this, and will nt apply t the fllwing, including, but nt limited t; Trjans; phishing; spyware; adware; r URL links t websites hsting malicius cntent. Virus False Psitive The Virus False Psitive service level defines the maximum Virus False Psitive Capture Rate. If the email Virus False Psitive capture rate rises abve 0.0001% f Custmer s email traffic in any calendar mnth Custmer may submit a Credit Request and may receive a Service credit in accrdance with the table belw: Virus False Psitive Capture Rate % Percentage Credit Of Mnthly Charge abve 0.0001 and belw r equal 0.001 25% abve 0.001 and belw r equal 0.01 50% abve 0.01 and belw r equal 0.1 75% abve 0.1 100% 24x7 Technical Supprt and Fault Respnse Technical Supprt is available twenty-fur (24) hurs/day, seven (7) days/week t: a) prvide technical supprt t Custmer fr prblems with the Service; and b) cmmunicate with Custmer t reslve such prblems. If a Custmer cntacts the Technical Supprt team via telephne r email, the severity level f the request is determined by, and respnse time defined by the table, belw: Severity Level Definitin Respnse Target Percentage Credit Of Mnthly Service Fee If Target Nt Met 1 Lss f Service Calls respnded t within 2 hurs 15% 2 Partial lss f Service r Calls respnded t within 4 10% SYMANTEC PROPRIETARY PERMITTED USE ONLY 12
Service impairment 3 Ptentially Service affecting r nn-service affecting infrmatin request hurs Calls respnded t within 8 hurs 5% Nn-perfrmance f the Service riginating frm Custmer s actins r requiring the actins f ther service prviders are beynd the cntrl f Symantec and are specifically excluded frm this service level. If Custmer believes that it has experienced a delay in Symantec respnse t a request (utside the parameters f the respnse targets described abve) it may be entitled t a Service credit in accrdance with the table abve. Credit Requests must state the time, date and the lg number f the incident. DEFINITIONS Capitalized terms used in this, and nt therwise defined in the Agreement r this Services Descriptin, have the meaning given belw: Address Registratin is a mandatry feature f the Service that rejects inbund emails sent t Email addresses that are nt included in Custmer s list f valid Email addresses (the Validatin List ). 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. AntiSpam Best Practice Settings means Symantec s recmmended cnfiguratin guidelines fr the Service as prvided t Custmer during the prvisining prcess r as published in the nline help resurce. Cnnectin Manager means the detectin methds which sit at the SMTP handshake stage. Designated Twer Cluster means tw (2) r mre Twers designated t prvide Email Security Services t Custmer; Dmain Level Settings means dmain settings that are custmizable fr a particular dmain within the management cnsle fr the Email Security Services. Email means any inbund r utbund SMTP message passing thrugh the Service. Email Security Services are the Email Safeguard and Email Prtect ptins and any available add-n services. Email Virus False Psitive means a legitimate Email incrrectly identified as cntaining a Virus. End User License Agreement (EULA) means the terms and cnditins accmpanying Sftware (defined belw). Glbal Settings means the actins within the management cnsle which are applied t all dmains and grup levels fr the Services. Grup Level Settings means grup settings that are custmizable fr a particular grup within the management cnsle fr applicable features f the Service. Infrastructure means any Symantec r licensr technlgy and intellectual prperty used t prvide the Services. Knwn Virus means a Virus fr which at the time f receipt f the cntent by Symantec: (i) a signature has already been made publicly available fr a minimum f ne (1) hur fr cnfiguratin by antivirus technlgies used by Symantec; r (ii) is included in the "Wild List" held at http://www.wildlist.rg and identified as being "In the wild" by a minimum f 2 Wild List participants; Malware means malicius sftware. This term is used generically t describe sftware that intentinally causes harm including but nt limited t Viruses, Wrms, Trjans, Email bmbs, Cancelbts r ther similar destructive cmputer prgramming rutines; phishing; spyware; Adware; r URL links t websites hsting malicius cntent. SYMANTEC PROPRIETARY PERMITTED USE ONLY 13
Member means Custmer and third parties with whm Custmer creates an encrypted netwrk by utilizing the legacy Email Bundary Encryptin add-n Service. Mnthly Charge means the mnthly charge fr the affected Service(s) as defined in the Agreement. Online Help means additinal infrmatin available at http://help.symantecclud.cm. Open Prxy means a prxy server cnfigured t allw unknwn r unauthrized third parties t access, stre r frward DNS, web pages r ther data fr the Service. Open Relay means an Email server cnfigured t receive Email frm an unknwn r unauthrized third party and frward the Email t ne r mre recipients that are nt users f the Email system t which that Email server is cnnected. Open Relay may als be referred t as Spam relay r public relay. "Service" means the Prtect r Safeguard ptin f Symantec Email Security.clud, purchased by Custmer. Service Cmpnent means certain enabling sftware, hardware peripherals and assciated dcumentatin which may be separately prvided by Symantec as an incidental part f a Service. 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, including withut limitatin new releases r updates as prvided hereunder. Spam means unslicited cmmercial Email. Spam False Negative means a Spam Email that is nt identified as Spam by the Service. Spam False Psitive means an Email incrrectly identified as Spam by the Service. Spam Recmmended Settings means Symantec s recmmended cnfiguratin guidelines fr the Service as prvided t Custmer during the prvisining prcess r as published in the nline help resurce. 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. Symantec Tracker means a Symantec tl by which Service Availability and Latency are measured fr the Service. Twer means a cluster f lad balanced Email servers. Unknwn Virus means a Virus fr which at the time f receipt f the cntent by Symantec: (i) a signature has nt already been made publicly available fr a minimum f ne (1) hur fr cnfiguratin by antivirus technlgies used by Symantec; r (ii) was nt included in the "Wild List" held at http://www.wildlist.rg and identified as being "In the wild" by a minimum f 2 Wild List participants. 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. Virus means a piece f prgram cde, including a self-replicating element, usually disguised as smething else, which is designed s that it may infect ther cmputer systems. Virus False Psitive means a legitimate email incrrectly identified as cntaining a Virus. END OF SERVICE DESCRIPTION SYMANTEC PROPRIETARY PERMITTED USE ONLY 14