Standard SLA and Support Services
Catalog row in Vendor License Programs · Cited
- Kind
- Support
- Term
- Annual subscription period
- Aliases
- SLA
- Definition
- SLA: the Support Services include web and telephone support, access to the Support Portal, Knowledge Base and Subscriber Community, and two named contacts; the SLA applies to all subscribers who have paid the applicable Fees.
- Commercial rules
- Availability commitment of at least 99% over twelve months; service credits of 2% to 20% of the Applicable Fee, capped at 20% for each annual subscription period; response times of up to 2 hours (Severity 1), 4 hours (Severity 2) and 24 hours (Severity 3) during chosen support hours; each version supported while current and for six months after the next version.
- Applies to
- Varonis SaaS subscribers