Support and Maintenance
Enterprise SLA
Introducing Ermetic
Welcome to Ermetic, an innovative CNAPP security platform that enables enterprises to protect identities and data in the cloud. The solution leverages continuous visibility into identities, entitlements and data usage to power access policy definition and enforcement at scale. With granular insight into business needs as well as risk, Ermetic makes least privilege access a reality even in the most complex IaaS/PaaS environments.
Technical Support Description
Supplier will provide to Customer email support (“Technical Support”) eight (8) hours per day, five (5) days per week. Technical Support will include any research and resolution activity performed by Supplier.
Technical Support requests are made by calling or emailing Supplier’s Technical Support staff. The Technical Support staff shall assign to the request the Problem Severity Level (as defined herein) indicated by the requestor.
Technical Support Problem Severity Levels
| Severity | Description | Response Time |
|---|---|---|
| 1 | This Problem Severity Level is associated with: (a) Services, as a whole, are non functional or are not accessible; (b) unauthorized exposure of all of part of Customer Data; or, (c) loss or corruption of all or part of Customer Data. | 4 Hours |
| 2 | This Problem Severity Level is associated with significant and / or ongoing interruption of a critical function (as determined by Customer) of the Services and for which no acceptable (as determined by the Authorized User) work-around is available. | 8 Hours |
| 3 | This Problem Severity Level is associated with: (a) minor and / or limited interruption of a non-critical function (as determined by Customer) of the Services; or, (b) problems which are not included in Problem Severity Levels 1 or 2. | 24 Hours |
| 4 | This Problem Severity Level is associated with: (a) general questions pertaining to the Services; or, (b) problems which are not included in Problem Severity Levels 1, 2, or 3. | 24 Hours |
With regard to each Severity Level- in the event- following Supplier best efforts- problem is not resolved within the Request Resolution Time (as applicable) Supplier shall continue its efforts to resolve the problem without interruption during normal business hours, until it resolves the problem or provides a reasonable workaround.
Cloud Service Geo-Location
Ermetic hosts its customer data in Amazon Web Services (AWS) data centers in Ohio, United States, but may also host all or part of it in AWS data center in Germany.
Availability Service Level
Supplier shall eliminate any Downtime or intermittent order processing issues within its control, and shall apply best effort to provide a minimum of 99% Up Time (as defined in the following subsection) each month.
“Up Time” is to be measured by: (i) the total number of minutes during a calendar month in which the Services are completely available and usable, excluding time spent on Approved Maintenance, (ii) divided by the total number of minutes during the calendar month. “Approved Maintenance” shall mean notified and scheduled maintenance.
The following formula shall be used to calculate Up Time for a given month:
Up Time = (Total minutes in the calendar month – Total minutes Downtime in such month) / (Total minutes in the calendar month)
“Downtime” shall mean (i) any lapse in availability of the Services, calculated from the service interruption and ending when the service is restored, provided the outage occurred within the Supplier facility or. Downtime shall not include any lapse in availability due to Approved Maintenance.