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SERVICE LEVEL AGREEMENT (SLA)
Vdoo Connected Trust Ltd. (“Vdoo” or the “Company”) reserves the right to change the terms of this SLA by providing the Customer accessing and/or using the Company’s security Platform (as defined below) (“Customer”) with at least thirty (30) days prior written notice.
The Company shall use commercially reasonable efforts to perform the following:
1. Definitions
Capitalized terms not defined herein have the meanings given to them in the Vdoo License Agreement (the “Agreement”).
1.1. “Platform” means Company proprietary software as a service (SaaS) platform for analysis of software images/embedded devices firmware.
1.2. “Error” means an error in the Platform, which materially degrades the use of the Platform. The response time for Errors are as defined in Section 2.1 of the SLA
1.3. “Customer Contact” the main customer point of contact, as defined in Section 4.
1.4. “Business Hours” is the working days and hours, as defined in Section 5.
2. Support
During the engagement with Customer, Company will use commercially reasonable efforts to respond during Business Hours to support events that are notified by the Customer via the communication channels (described below), within the response times set forth below and to resolve functionality issues or temporarily provide workarounds, minimizing the effect of any issue.
2.1. Error Response
The severity designation of the issue, including its existence, will be mutually agreed between Company and Customer, according to the severity guidelines below:
|
Severity definition |
Examples |
CS Classification & initial response time |
Customer engagement start time and next step |
|
Critical The Software is non-operative or severely impacted so that the Customer cannot reasonably continue to use it |
|
Within 5 business hours |
Once the issue is verified, continuous customer engagement will start within 12 business hours |
|
High The Software functionality is dramatically decreased, resulting high impact to the business use of the platform |
|
Within 1 business day |
Once the issue is verified, continuous customer engagement will start within 1 business day |
|
Medium Feature malfunctions that have little or no impact on daily business processes |
|
Within 3 business days |
Once the issue is verified, Vdoo to decide if a fix will be issued in the next monthly version |
|
Low Incidents having low impact on product functions |
|
Within 5 business days |
Once the issue is verified, Vdoo to decide if a fix will be issued in the next quarterly version |
2.2. Provision of Error Information
Without derogating from any other term set in this document, Company’s obligation to provide an Error response and Error resolution (collectively, “Error Response Assistance”) to the Customer is subject to Customer providing the Company with all relevant Error information and any other particulars requested by Company so that Company may reproduce the Error on Company’s own system. The Customer acknowledges that the Company may not be able to reproduce or address the Error without the foregoing information. Company pending time for Customer response for more information is excluded from the SLA response time (SLA response time is paused).
2.3. Technical Assistance
In responding to a request for Technical Assistance, Company may choose, in its sole discretion, to use remote access software agreed by the Customer that enables a Company engineer and Customer to work on and view the same computer screen.
3. Updates
- Company shall be entitled to do a functional and/or technical change to the Platform from time to time without the requirement to notify the Customer if performed within the “Weekly Maintenance Windows”.
- “Weekly Maintenance Windows” refers to every Sunday from 6 AM to Sunday 11 PM Israel Time.
- In case of need for downtime outside of the “Weekly Maintenance Windows” and expected to exceed thirty (30) minutes, Company shall notify the Customer in writing to the customer “main point of contact” at least one (1) day before such downtime.
- In case of a critical issue that requires immediate downtime, the Company shall notify the customer main point of contact as soon as possible.
4. Customer Contact
In order to obtain support services and downtime notification, Customer is required to appoint one (1) contact person that will be authorized by Customer to be the main contact to Company on Customer’s behalf (“Customer Contact”). The name and contact details, including the email address and phone number, of the Customer Contact must be provided to Company in writing. Customer may change its Customer Contact at any time by sending a written notice to Company.
5. Notification Methods and times
- Any request for support services by Customer must be submitted to Company via email to the regional support email address. Company is not under any obligation to respond to any request for support services that is not submitted via one of the Notification Channels.
- Any request for support services validly submitted via a Notification Channel within the Business Hours will be considered received at the time submitted on that day.
- Any request for support services validly submitted via a Notification Channel outside of the Business Hours will be considered received within the first hour of the next business day.
- All contact information is subject to change upon notice from Company, and Company must notify customer contact at least (30) thirty days in advance.
- Company support processing hours (“Business Hours”) are described below. Business days are subject to local law and offices are closed on public holidays:
|
Region |
Contact method |
Business hours |
|
US |
Email: support-us@vdoo.com |
8 AM - 5 PM EST |
|
Japan |
Email: support-japan@vdoo.com |
8 AM - 5 PM JST |
|
EU |
Email: support-eu@vdoo.com |
8 AM - 5 PM CET |
|
Israel |
Email: support-il@vdoo.com |
8 AM - 5 PM IDT |
|
All other Customers |
Email: support@vdoo.com |
8 AM - 5 PM CET |
6. Exclusions
Company shall have no obligation to provide support services in connection with:
- Altered or modified Platform.
- The issue caused by factors outside of Company’s reasonable control, including any force majeure event or limitation or slowdown of Internet access, or related issues beyond Company’s or Customer’s control.
- Platform problems caused by Customer’s (or third party’s) misuse, negligence, hardware malfunction, modification of the Platform, or other causes beyond the control of Company;
- Platform is being used in a way that is inconsistent with the Company’s written instructions or Documentation or in breach of the Agreement or this SLA.
Updated Version on November 9, 2020