CYBERINT SERVICE LEVEL AGREEMENT
Cyberint shall provide the Customer with one of the support levels below, per the purchased Services as detailed in the approved Order Form:
| Category | Description | Minimum Service Level for Standard Support |
Minimum Service Level for Premium Support(1) |
|---|---|---|---|
| Operational Hours | Hours for which Cyberint is intended to be available for support requests. | 24/7 | |
| Platform Availability | The average percentage of the total Platform operational hours, as measured by Cyberint over a calendar month, that the Platform is available for access and data input by the customer (UI and API). Measured by the Platform logs. | 99.5% uptime(2) | |
| Product Support & Usability Issues | Response time for support by case opened via the platform and/or by email to support@cyberint.com. | Priority 1 Support Request(3): Response & handling time within 1 working day (Mon-Fri 9:00-17:00 customer local time). | Priority 1 Support Request(3): Response time within 4 hours, handling time within 24 hours. |
| Priority 2 Support Request(4): Response time within 1 working day (Mon-Fri 9:00-17:00 customer local time), handling timeframe will be determined by Cyberint’s discretion and prioritization. | |||
| Intelligence Requests | Requests to take down malicious / infringing content, requests to investigate or initiate interaction with third parties to explore and mitigate potential risks, and requests to investigate executive employee exposure, alert support & follow-ups. | Standard Intelligence Request: Response & handling time within 1 working day (Mon-Fri 9:00-17:00 customer local time)(5). | Standard Intelligence Request: Response & handling time within 1 working day (Mon-Fri 9:00-17:00 customer local time)(5). Urgent Intelligence Request(6): Response time within 4 hours, 24 hours a day. |
| Intelligence Items Triage | A Cyberint cyber threat intelligence analyst will support the customer in the triage, analysis, investigation and reporting of threat intelligence items collected by the Cyberint platform (Argos). | – | Mon-Fri 9:00-17:00 customer local time. |
- Premium Support: sold separately unless specifically included in purchased scope as indicated in the Order Form.
- Excluding force majeure events, scheduled maintenance (off business hours) and any other exclusions as agreed between the parties.
- Priority 1 Support Request: a major problem that prevents the customer from using the Argos platform for more than 4 consecutive hours and for more than 50% of the users.
- Priority 2 Support Request: any other case where the Platform is not operating in accordance with the Documentation.
- In cases when requests involve third parties (e.g. takedown requests from site hosts), handling start date will be considered the time of request submission to the third party.
- Urgent Intelligence Request: requests for takedowns or investigations related to immediate threats to the customer’s business such as ongoing cyber-attacks.
* This SLA is not applicable for Customers who receive Cyberint’s Services from MSSPs.
Effective January 1, 2024
