CyberSage, Threat Modeling Automation

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Service Level Agreement (SLA)

Cybersage SaaS

This Service Level Agreement (SLA) outlines the terms and conditions under which Cybersage (the "Provider") delivers its software-as-a-service (SaaS) offerings to its customers (the "Customer").

1. Scope of the SLA

This SLA applies to the services provided by Cybersage, which include:

  • Access to the Cybersage SaaS platform.

  • Standard customer support services during defined business hours.

2. Service Availability

The Provider aims to deliver service availability as follows:

  • Uptime Commitment: The Cybersage platform will maintain an uptime of 99.5% per calendar month, excluding scheduled maintenance and excused downtime (see section 5).

  • Availability Definition: Uptime is calculated as the percentage of total minutes in a month during which the platform is operational and accessible by the Customer.

3. Support Hours and Response Times

3.1 Support Hours

  • Customer support will be available during the following business hours:
    Monday to Friday, 10:00 AM – 5:00 PM (local time, excluding public holidays).

3.2 Support Channels

  • Customers may contact support via:

3.3 Response Times

The Provider commits to the following initial response times during support hours:

Issue Severity

Definition

Initial Response Time

Critical

Platform is completely inaccessible.

2 hours

High

Major functionality is disrupted.

1 business day

Medium

Minor functionality issues.

2 business days

Low

General inquiries or non-urgent issues.

3 business days

4. Performance Metrics

The Provider will monitor and report the following metrics:

  • Uptime Percentage: Measured monthly.

  • Support Response Times: Measured based on tickets logged during support hours.

5. Scheduled Maintenance and Excused Downtime

5.1 Scheduled Maintenance

  • Maintenance requiring downtime will be scheduled with a minimum of 48 hours’ notice to Customers.

  • Scheduled maintenance will occur outside support hours whenever possible.

5.2 Excused Downtime

The following are not included in uptime calculations:

  • Scheduled maintenance.

  • Downtime caused by factors beyond the Provider’s control, such as force majeure events, third-party service interruptions, or Customer actions.

6. Compensation for SLA Breach

If the uptime commitment of 99.5% is not met, the Customer may request service credits as follows:

Uptime Percentage

Service Credit

99.0% – 99.49%

2% of monthly fees

95.0% – 98.99%

5% of monthly fees

Below 95.0%

10% of monthly fees

Conditions for Service Credits:

  • Service credits are capped at 10% of the monthly fees.

  • Service credits must be requested within 30 days of the end of the affected month.

  • Service credits are the sole remedy for SLA breaches and will be applied to future invoices.

7. Customer Responsibilities

To ensure effective service delivery, the Customer must:

  • Maintain an internet connection and compatible hardware/software to access the Cybersage platform.

  • Promptly report service issues via the support channels.

  • Cooperate with support teams during troubleshooting.

8. Termination and Updates

This SLA will remain in effect until terminated or updated:

  • The Provider reserves the right to update this SLA with 30 days’ notice.

  • Either party may terminate this SLA with written notice in accordance with the service agreement.

9. Limitations of Liability

The Provider’s liability for service interruptions or breaches of this SLA is limited to the amount of service credits explicitly outlined in Section 6.

Agreement

By using the Cybersage platform, the Customer acknowledges and agrees to the terms of this SLA.

Effective Date: [10/01/2024]

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