Common use of Service Level Compliance Clause in Contracts

Service Level Compliance. Tracking of Service Level compliance starts when the deployment process has been completed, the devices and security controls have been set to “live,” and support and management of the devices and security controls have been successfully transitioned to MDR Services. Customer will be notified (in writing or email) that MDR Services have transitioned from deployment phase to full production monitoring. Service Levels will not apply and remedies will not be available for beta, proof of concept, testing, implementation, and deployment phases of the MDR Service. The Customer is responsible for responding to escalated alerts and comments in a reasonable timeframe in order to resolve open alerts and create playbooks to remove future false positives. Three (3) working days from when an alert is escalated to the Customer is considered a reasonable timeframe. SLAs do not apply during periods of time when the Customer is not responding to multiple requests to resolve open alerts and potential false positives. Critical Start reserves the right to amend the SLA(s) set out below from time to time, in its reasonable discretion provided such amendments (a) will have no material adverse impact on the MDR Services, Service Levels or Service Level credits currently being provided to Customer by Critical Start; and (b) are being effected with respect to all similarly situated Critical Start customers

Service Level Compliance. Tracking of Service Level compliance starts when the deployment process has been completed, the devices and security controls have been set to “live,” and support and management of the devices and security controls have been successfully transitioned to MDR Services. Customer will be notified (in writing or email) that MDR Services have transitioned from deployment phase to full production monitoring. Service Levels will not apply apply, and remedies will not be available for beta, proof of concept, testing, implementation, and deployment phases of the MDR Service. The Customer is Customer, or its designated agents, are solely responsible for responding to escalated alerts and comments in a reasonable timeframe in order to resolve open alerts and work with Cybertorch™ Threat team to create playbooks to remove future false positives. Three (3) working business days from when an alert is escalated to the Customer is considered a reasonable timeframe. SLAs do not apply during periods of time when the Customer is not responding to multiple requests to resolve open alerts and potential false positives. Critical Start Quzara reserves the right to amend the SLA(s) set out below from time to time, in its reasonable discretion provided such amendments (a) will have no material adverse impact on the MDR Services, Service Levels or Service Level credits currently being provided to Customer by Critical StartQuzara; and (b) are being effected affected with respect to all similarly situated Critical Start Quzara customers