Priority Levels and Response Times PRIORITY DEFINITION. RESPONSE TIME Enterprise (within 95% of the time during each calendar month) RESPONSE TIME Professional (within 95% of the time during each calendar month) 1– Urgent Customer reports a Malfunction that (a) renders the Solutions inoperative or intermittently operative, (b) causes any material Solutions feature to be unavailable or substantially impaired, (c) materially compromises overall system operability or data integrity when the Solutions are installed and operational in a production environment (that is, causes a multiple systems crash or hang, or loss or corruption of data), or (d) causes a complete failure of the Solutions. 2 hours (Web/E-mail followed by a Phone call) 4 hours (Web/E-mail followed by a Phone call) 2 – High Customer reports a Malfunction that (a) renders a required program or feature of the Solutions inoperative or intermittently operative or (b) substantially degrades performance in a production environment. 6 hours (Web/E-mail) 12 hours (Web/E-mail)
Priority Levels and Response Times PRIORITY DEFINITION. RESPONSE TIME Enterprise or Enterprise Pro (within 95% of the time during each calendar month) RESPONSE TIME Standard (within 95% of the time during each calendar month) 1– Urgent Customer reports a Malfunction that (a) renders the Singularity Platform inoperative or intermittently operative, (b) causes any material Singularity Platform feature to be unavailable or substantially impaired, (c) materially compromises overall system operability or data integrity when the Singularity Platform are installed and operational in a production environment (that is, causes a multiple system crash or hang, or loss or corruption of data), or (d) causes a complete failure of the Singularity Platform. 1 hours (Web submission followed by a Phone call) 4 hours (Web submission followed by a Phone call) 2 – High Customer reports a Malfunction that (a) renders a required program or feature of the Singularity Platform inoperative or intermittently operative or (b) substantially degrades performance in a production environment. 3 hours (Web submission) 12 hours (Web submission) 3-Normal Customer reports a Malfunction that (a) renders an optional program of feature inoperative or intermittently operative or (b) causes only a minor impact on Customer’s use of the Singularity Platform. 6 hours (Web submission) 24 hours (Web submission) 4 –Low Customer reports a Malfunction (a) that has only a minor effect on the Singularity Platform functionality, (b) cosmetic flaws or (c) inquiries and questions about configuration and management of the Singularity Platform. 12 hours (Web submission) 72 hours (Web submission) SENTINELONE DATA PROTECTION ADDENDUM This Data Protection Addendum, including all appendices (“DPA”) forms a part of the SentinelOne Master Subscription Agreement (“Agreement”) between SentinelOne and the Customer. The parties agree that this DPA sets forth their obligations with respect to the processing and security of Customer Data in connection with Customer’s use of the Solutions. Capitalized terms defined in this DPA shall apply to this DPA and any terms not defined in this DPA shall have their meaning as defined in the Agreement. If the Customer is an Ordering Activity under GSA Schedule Contracts, it shall only be required to comply with the Federal law of the United States and expressly does not agree to comply with any provision of this Data Processing Agreement, EU Law, or law of an EU Member State that is inconsistent with the Federal law of the United States.
