The following provides information regarding the Support Services available to eligible customers of Andromeda Security (“Customer”).
If any terms are not expressly defined in this Service Level Agreement (“SLA”), the capitalized terms shall have the meaning ascribed thereto in a corresponding order form, the Andromeda Service Online Terms and Conditions of Use available at:
https://www.andromedasecurity.com/terms or a Master Services Agreement in which this SLA is referenced.
General
Andromeda Security’s support personnel will be available to answer questions and otherwise assist in troubleshooting problems that may occur in the day-to-day use of the Service.
Support Services
Andromeda shall provide Customer with the following support services:
- Assisting with all queries regarding the operation and maintenance of the Service
- Diagnosing incidents in accordance with the relevant service levels
- Uptime availability commitment, as specified below
Support Channels and Training Materials
The following Andromeda support channels shall be available 24/7 for Critical and High severity issues (described below):
- Support email: Andromeda support team is available via email at: support@andromedasecurity.com
- Training materials will be provided to Customers directly
Incident Response Time - Service Levels Priority
“Incident” means any incorrect functioning of the Service which results in the failure of the Service to operate as intended. Andromeda shall define the severity classification of the incident reported and respond to incidents according to the response time set forth in the table below.
|
| Critical | Service Unavailability (as defined below). | <1 hour | 24*7 |
| High | Major functionality is impacted, or the Service performance is significantly degraded, where the incident is persistent and affects many Users or major functionality. No reasonable workaround is available. | <12 hours | 24*7 |
| Medium | Service performance issue or a material bug affecting some Users or some functionality. A reasonable workaround is available. | <2 days | Business Hours
(Mon-Fri 8am-5pm PT) |
| Low | User “how to” queries and a bug or other technical issue affecting some of the Users, where a reasonable workaround is available. | <5 days | Business Hours
(Mon-Fri 8am-5pm PT) |
Sample Caption
“Service Unavailability” means that the Service has stopped or severely impacted in a manner that prevents the use of the Andromeda platform, excluding the items set forth in the section titled “Exclusions to Service Unavailability”.
“Response Time” means the period of time between when the Incident was reported in full, and the time when the Andromeda support team provided an acknowledgment email or phone call.
For Critical Incidents, Andromeda personnel shall work on resolution of the incident on a 24/7 basis until the issue is resolved, and, in parallel, Andromeda shall send Customer a status report or publish updates on its status page, through the Service, via a phone call, or any other method designated for such purpose, every 4 hours.
Customer shall cooperate fully and work closely with Andromeda’s team to reproduce the Incident, including conducting diagnostic or troubleshooting activities as requested. In addition, subject to Customer's approval on a case-by-case basis, Customer’s users may be asked to approve the Andromeda team’s access to their environment for troubleshooting purposes.
Service Uptime - Availability Service Level
Andromeda will provide the support services in a manner that meets or exceeds the service levels described herein.
The Service shall be available no less than 99% of the time twenty-four (24) hours per day, seven (7) days per week, including holidays, measured on a monthly basis.
Exclusions to Service Unavailability
The following causes for unavailability of the Service shall not be considered Service Unavailability, as defined herein:
- Force Majeure: where the Service was unavailable due to an Incident which was not within the control of Andromeda including unavailability caused by acts of God, acts of government, insurrection, war, riot, explosion, nuclear incident, fire, flood, earthquake, or other catastrophic event beyond the reasonable control of Andromeda.
- Third-Party/Customer: where the Service was unavailable due to (a) unavailability of telecommunications network or internet services due to general unavailability of such telecommunication networks or internet services(b) general failure of a sub-processor, including, without limitation, any hosting provider, communication provider or log-in services provider; (c) Customer’s or Users’ software, network or hardware ; (d) abuses or other behaviors that violate the Agreement; or (h) Distributed Denial of Service (DDoS) attacks and/or other unlawful activity.
- Data Communication Blockage or Service Suspension: where Andromeda suspends the Service or blocks data communications due to breach of the use restrictions in accordance with Andromeda’s policies.
Service Level Credits
For each full calendar month period in which the Service was available for less than 99% (such respective month the “Affected Month”), Andromeda will credit Customer a prorated portion of the monthly Fee attributable to such Affected Month (the “Affected Month Fee”) calculated based on the actual availability of the Service during such Affected Month.
Example: if during a respective Affected Month, the Service Availability was 98.9%, then the Customer will be entitled to a credit equal to: [1-(98.9%/99%)]*Affected Month Fee.
Service Unavailability shall begin to accrue as soon as Andromeda identifies that downtime is taking place, and continues until the availability of the Service is restored in all material respects.
To be eligible to receive credit, Customer must notify Andromeda in writing (including by means of electronic mail) within 48 hours from the end of the Service Unavailability of its request to receive credit. Failure to provide such a request will forfeit the right to receive credit.
Andromeda will apply credits only against Customer’s payments otherwise due from Customer under the Agreement. If the amount of credit to which the Customer is entitled, exceeds the payment due by Customer in a certain month, the remaining credit will be deducted from consecutive payments until credited in full, provided that Customer will not be entitled to any cash refund and any outstanding credit will be relinquished if no further payments are due.
Notwithstanding anything elsewhere to the contrary, the award of credits, as indicated herein and Andromeda’s actions in accordance with the section titled “Incident Response Time - Service Levels Priority” above, shall be Customer’s sole and exclusive remedy available to Customer for: (1) any failure by Andromeda to meet its obligations under this SLA; and (2) any Incident or error of the Service.
Changes to This SLA
Andromeda may modify this SLA, from time to time, and the level of service availability will not materially decrease.
