Eligibility for Service Credits. To be eligible for Service Outage Credits (as defined below), Customer must: (a) be in compliance with its obligations under the Agreement, including obligations regarding Customer Systems; and (b) log a report through the NetDocuments support website. The date/time stamp on the logged report through the NetDocuments support website reporting any Service Outage will be used as the commencement time for the calculation of any Service Outage Credits due. NetDocuments will post on the NetDocuments support website a date/time stamp verifying the end time of the Service Outage.
Eligibility for Service Credits. In order to receive any of the Service Credits described above, Customer must notify IGLOO within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Customer must also provide IGLOO with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Service Credit.
Eligibility for Service Credits. In order to receive any of the Service Credits described above, Customer must notify IGLOO within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Customer must also provide IGLOO with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Service Credit. Exhibit D - IGLOO Security Incident Response IGLOO reserves the right to supplement, modify, amend or supersede the information in this exhibit from time to time, provided that the quality or level of service received by Customer from IGLOO will not be adversely impacted or reduced by such changes. In the event that the information in this exhibit is supplemented, modified, amended or superseded, IGLOO will notify Customer by email and provide a restated exhibit reflecting the changes along with the effective date of such changes. IGLOO has implemented several systems to protect the System and Customer Data. These systems include, but are not limited to, intrusion prevention and detection, Anti-virus software, firewall monitoring, and firewall change monitoring; all services are provided by industry leading vendors in respective specialties. In addition, IGLOO has internal policies that all employees are required to adhere to with respect to Corporate Information Security Policy, checking of references prior to hiring and other standard practices. Note that ALL security breaches would be treated as a P1 incident as defined. The flowchart below outlines the steps taken should a security breach occur: Exhibit E - IGLOO Disaster Recovery Plan IGLOO reserves the right to supplement, modify, amend or supersede the information in this exhibit from time to time, provided that the quality or level of service received by Customer from IGLOO will not be adversely impacted or reduced by such changes. In the event that the information in this exhibit is supplemented, modified, amended or superseded, IGLOO will notify Customer by email and provide a restated exhibit reflecting the changes along with the effective date of such changes.
