Service Level Agreements

Service Level Agreements:

 

1) Service Levels and Credits 

 

a) Support Service Level Definitions

 

i) "Support Request Priority" specifies the priority of the support ticket based on the severity of the issue. The severity of each request will be determined by the TruSTAR support analyst based on the information provided by the Customer in the request.

 

ii) "Targeted Response Times" means the time in which TruSTAR targets to provide a response from a TruSTAR support analyst. The time to resolve any specific ticket will depend on the issue, and estimates will be provided on a case by case basis.

 

iii) "Example of Support Issues" is meant to provide examples of scenarios in which a ticket would be classified according to the stated Support Request Priority.

 

 

Support Request Priority

Targeted Response Time 

Example of Support Issues

P1

Critical/Blocker

TruSTAR will respond to P1 tickets within 4 hrs

System is down/not able to  function

P2

Serious/Limiting

TruSTAR will respond to P2 tickets within 24 hrs

Specific feeds or integrations are failing

P3

Minor Bug Frustration

TruSTAR will respond to P3 tickets within 48 hrs

Formatting issues and visual glitches with UI

 

Support during standard business hours are Monday – Friday, 9am CST – 6pm CST excluding Public and TruSTAR holidays.

 

b) The Support Service Levels and Credits terms, stated in this section, apply to all purchases made prior to July 1, 2021. For these purchases, TruSTAR will honor support service credits terms outlined in the signed agreement. Purchases made after July 1, 2021 will be governed by Splunk’s SLA terms in the Threat Intelligence Service Terms of Use.

 

2) Availability

 

For every .05% deviation from the Uptime commitment during a complete 24 hour period, Client is eligible for 1 Service Credit.

 

a) For each redeemed Service Credit by Client, TruSTAR will extend contract period by a number of days equal to the total number of Service Credits redeemed.

 

b) Service Credits will automatically be posted to Client's account with TruSTAR.

 

c) Maximum Service Credit. 

 

The aggregate maximum number of Service Credits to be issued by TruSTAR to Client for all issues that occur in a single calendar year shall not exceed thirty (30) days of Services added to the end of Client's term for the Services. Service Credits may not be exchanged for or converted to monetary amounts or transferred to another party.