Archived Policies

Codeguardian.ai Prisma Access Service Level Agreement (SLA)

Introduction

Codeguardian.ai commits to delivering the Prisma Access service ("Service") with the highest standards of reliability and performance. We use commercially reasonable efforts to maintain a 99.99% uptime for the service metrics described below. Should we fail to meet these service commitments, customers are eligible to receive service credits as outlined.

Service Level Commitments

Codeguardian.ai pledges to uphold the following service metrics:

1. Monthly Uptime Availability: We commit to maintaining a 99.99% uptime availability each month.
2. Hourly Security Processing Latency: The service will not exceed a 10 millisecond latency per transaction within any given hour.
3. Daily Third-Party SaaS Application Latency:
   • 35 ms for Americas and EMEA regions.
   • 75 ms for the APAC region.

Service Credit Entitlements

Should the service levels fall below the commitments specified, the following credits are available:

• 99.99% to 99.9%: 5% credit
• 99.9% to 99%: 15% credit
• 99% to 98%: 25% credit
• Below 98%: 100% credit

Calculation of Service Metrics

• Monthly Uptime Availability is calculated by subtracting from 100% the percentage of minutes during the month the Service was unavailable, excluding any downtime resulting from scheduled or emergency outages where prior notice was provided or it was impractical to do so.
• Hourly Security Processing Latency and Daily Third-Party SaaS Application Latency are measured by the time it takes from the receipt to the response of data packets, adjusted for any exclusions specified.

Exclusions

This SLA does not apply under the following conditions:

• Interruptions due to customer's equipment, third-party equipment not within Codeguardian.ai's control, or customer misconfiguration.
• Outages caused by failures of internet service providers or other entities required for access.
• Usage exceeding the capacity for which adequate licenses have been purchased.
• Any services in Beta, Test, or Preview phases.
• Planned and unplanned maintenance activities.
• Specific exclusions noted in section 1.4 of this document.

Administration

• Notifications: Customers can check service status and subscribe to updates via Codeguardian.ai's status page.
• Claim Process: To claim a service credit, customers must report an outage within 24 hours and file a claim within five business days of the incident.

Service Credit Calculation and Application

• Credits are calculated as a percentage of the monthly service fee affected by the outage, prorated based on the impacted service component.
• The total credit for any single month will not exceed the monthly service fee paid for the affected service.

General Terms

• This SLA constitutes Codeguardian.ai's sole liability and the customer's exclusive remedy for any breach of service level.
• All claims and credits are subject to verification and approval by Codeguardian.ai and are considered final once adjudicated.

Codeguardian.ai Prisma Access Service Level Agreement (SLA)

Overview

Codeguardian.ai is dedicated to providing the Prisma Access service (the "Service") with a commitment to reliability and excellence. We aim to maintain a service availability of at least 99.99% during any calendar month. If we fail to meet this service level, customers are eligible for service credits as outlined below.

Service Level Commitments

1. Uptime SLA
   • If the Service availability falls below 99.99% in any calendar month, you may be eligible for service credits. The Monthly Uptime Availability is calculated as follows:
     • 99.99% to 99.9%: 5% service credit
     • 99.9% to 99%: 15% service credit
     • 99% to 98%: 25% service credit
     • Below 98%: 100% service credit
2. Security Processing Latency SLA
   • The Service aims to maintain a security processing latency of less than 10 milliseconds on average, per hour. If this target is not met:
     • 99.99% to 99.9%: 5% service credit
     • 99.9% to 99%: 15% service credit
     • 99% to 98%: 25% service credit
     • Below 98%: 100% service credit
3. Third-Party SaaS Application Latency SLA
   • We strive to maintain a specified latency to key third-party SaaS applications as follows:
     • For Americas and EMEA: 35 milliseconds
     • For APAC: 75 milliseconds
   • Service credits for not meeting the above latencies are as follows:
     • 99.99% to 99.9%: 5% service credit
     • 99.9% to 99%: 15% service credit
     • 99% to 98%: 25% service credit
     • Below 98%: 100% service credit

Exclusions

The SLA does not apply if service disruptions are caused by:

• Issues with customer’s equipment or third-party equipment not under the control of Codeguardian.ai.
• Failures of the customer’s Internet Service Provider or other critical infrastructure.
• Misconfigurations or inadequate setup by the customer.
• Planned or emergency maintenance.
• High Availability and scaling events, among other specified exclusions.

Notifications

Customers can monitor service status and subscribe to updates via Codeguardian.ai's online status page. We aim to provide:

• Three weeks advance notice for planned maintenance.
• At least six hours notice for unplanned maintenance.

Claims Process

To claim a service credit, customers must:

• Report the issue within 24 hours via the Customer Support Portal.
• File a claim within five business days of the outage.

Service Credits

• Service credits are calculated as a percentage of the monthly fees for the affected part of the Service.
• The maximum credit for any month is capped at 100% of the monthly service fee paid by the customer.

Final Terms

This SLA represents the sole and exclusive remedy available to customers for any breach of service level commitments by Codeguardian.ai.

Codeguardian.ai Prisma Access Service Level Agreement (SLA) - October 2019

Service Commitment

Codeguardian.ai is committed to providing the Prisma Access service (formerly known as GlobalProtect Cloud Service, "Service") with a guaranteed uptime of at least 99.99% during any calendar month. If we fail to meet this level of service availability, customers are eligible to receive service credits as detailed below.

Service Level Agreement (SLA) Details

1. Uptime SLA:
   • If, during any calendar month, the Service availability falls below 99.99%, you are entitled to service credits calculated as follows:
     • 99.99% to 99.9%: 5% credit
     • Less than 99.9% to 99%: 15% credit
     • Less than 99% to 98%: 25% credit
     • Less than 98%: 100% credit
2. Security Processing Latency SLA:
   • The Service aims to maintain a security processing latency of no more than 10 milliseconds per transaction. If this target is exceeded during any hour:
     • 99.99% to 99.9%: 5% credit
     • Less than 99.9% to 99%: 15% credit
     • Less than 99% to 98%: 25% credit
     • Less than 98%: 100% credit

Calculation Methodologies

• Monthly Uptime Availability is computed by subtracting from 100% the percentage of minutes during any calendar month that the Service was unavailable, minus any exclusions as defined below.
• Hourly Latency Percentage is calculated by subtracting from 100% the percentage of minutes during any hour where the security processing latency exceeded 10 milliseconds, minus any exclusions.

Eligibility for Service Credits

To be eligible for service credits under this SLA:

• The customer must have been using the Service for at least 60 days.
• The customer must not have been delinquent in paying service fees at any time.

Notifications

Customers can obtain real-time service status updates via Codeguardian.ai Service Status, which provides region-specific information. Notifications of service events will be provided:

• Planned Maintenance: Three weeks in advance.
• Unplanned Maintenance: Six hours in advance.

Claims Process

To claim a service credit, customers must:

• Report the issue by opening a support case within 24 hours of the outage.
• File a claim for service credit within five business days of the outage through the Customer Support Portal.

Service Credits

Service credits are calculated as a percentage of the monthly service fees paid for the part of the Service affected by the outage. The maximum credit for any month will not exceed 100% of the monthly service fee paid.

Downtime Exclusions

The SLA does not apply, and the Service is considered available, under the following conditions:

• Outages due to customer's equipment, third-party equipment, or misconfiguration.
• Failures of the customer’s Internet Service Provider or other necessary services.
• Scheduled or unplanned maintenance, and other specified exclusions.

Sole and Exclusive Remedy

This SLA is the sole and exclusive remedy for any failure to meet the service level commitments defined herein.

Codeguardian.ai RMA Process Policy

Introduction

Codeguardian.ai is committed to providing exceptional warranty repair, return services, and advanced replacement services. Please follow the outlined steps to request RMA (Return Merchandise Authorization) service for your Codeguardian.ai devices.

RMA Process

1. Initiating a Support Case:
   • Open a technical support case by visiting our Support Portal or by contacting our Support team by phone. A valid RMA number must be obtained from Codeguardian.ai before returning any failed device.
2. Troubleshooting:
   • Our technical support engineers will assist you in troubleshooting the device, verifying, and confirming the necessity for an RMA.
3. Replacement Procedure:
   • Should a replacement device be required, the technical support engineer will collect the following customer information:
     • Company Name
     • Shipping Address
     • Contact Name
     • Contact Phone Number
     • Contact Email Address
     • Problem Description
     • Product Model Number
     • Product Serial Number
4. Notification and Shipping:
   • Codeguardian.ai will notify you via email upon the shipment of the replacement device and provide instructions on how to return the failed device.
5. Follow-Up:
   • Codeguardian.ai may contact you at intervals until the failed device is returned to a local or regional service location. For any questions regarding the return of a device, please email rmareturns@codeguardian.ai.
6. European Union RMAs:
   • All defective parts or failed devices must be returned according to the included return instructions, complying with the WEEE (Waste Electrical and Electronic Equipment) directive. If you have any questions regarding device returns in the EU, please contact rmareturns@codeguardian.ai.

Warranty Coverage

• Software and Hardware Warranty: All Codeguardian.ai products are covered under a 90-day software and 12-month hardware warranty.

Support Plans

• Standard Support Plan: Includes repair and return service. You are responsible for all shipping costs incurred to return the failed device to Codeguardian.ai. We cover all shipping costs related to shipping replacement devices to you, except for duties or taxes required by customs.
• Premium or Platinum Support Plan: Includes Advance Replacement Service - Next Business Day Service. Once a hardware defect is confirmed, a replacement device is sent on the same day if within cut-off times. Shipments are made Monday through Friday during normal business hours.
• Optional Add-On for Premium & Platinum Plans: 4 Hour Replacement - Same Day Service. This service delivers a replacement within 4 hours from the RMA order submission and approval, available 24/7/365.

Dead on Arrival (DOA) Policy

• Devices failing within 30 days of shipment in the US or 45 days internationally are considered DOA. A new replacement device will be sent from our regional distribution centers.

RMA Shipping Cut-off Times

• Americas: Mon to Fri, 15:00 Pacific Time Zone
• EMEA & Asia Pacific: Mon to Fri, 15:00 Local Depot Time

RMA Return Instructions

When returning products, follow the detailed return instructions provided with the RMA replacement shipment. Products should be returned within 10 business days from the receipt of the replacement product to ensure proper credit and closure of the RMA.

Codeguardian.ai Prisma Access Service Level Agreement (SLA)

Introduction

Codeguardian.ai is committed to delivering exceptional service through Prisma Access, ensuring high-performance connectivity and security for your enterprise. This Service Level Agreement (SLA) outlines the performance metrics Codeguardian.ai aims to meet and the remedies available if we fail to achieve these standards.

Service Commitments

1. Uptime Availability SLA
   • Codeguardian.ai strives to maintain a Monthly Uptime Availability of 99.999% for the Prisma Access Service. In any calendar month where the Service availability falls below this percentage, you are eligible to submit a claim for service credit according to the following scale:
     • 99.999% to 99.99%: No credit (not applicable to Prisma Access for Clean Pipe)
     • Less than 99.99% but ≥ 99.9%: 5% credit
     • Less than 99.9% but ≥ 99%: 10% credit
     • Less than 99% but ≥ 98%: 15% credit
     • Less than 98%: 25% credit
     • Calculation: Monthly Uptime Availability = [(Total - Downtime - Excluded) / (Total - Excluded)] x 100
2. Security Processing Latency SLA
   • Prisma Access commits to maintaining a security processing latency of less than 10 milliseconds on average, per hour. If this target is not met:
     • Less than 99.99% but ≥ 99.9%: 5% credit
     • Less than 99.9% but ≥ 99%: 15% credit
     • Less than 99% but ≥ 98%: 25% credit
     • Less than 98%: 100% credit
3. Third-party SaaS Application Latency SLA
   • Codeguardian.ai aims for the following latency performance from Prisma Access to third-party SaaS applications:
     • Americas & EMEA: 35 ms
     • APAC: 75 ms
   • Service credits are issued based on the same percentages as the Security Processing Latency SLA.

Exclusions

This SLA does not apply under conditions where service interruptions result from:

• Customer’s network or equipment issues.
• Failures from Customer’s Internet Service Provider or any external networks.
• Incorrect configurations or setups by the customer.
• Beta, test, or preview features.
• Unforeseeable or unavoidable events beyond Codeguardian.ai’s reasonable control.
• Scheduled or emergency maintenance periods.

Claim Process

To receive a service credit:

• Notify Codeguardian.ai within 24 hours of experiencing an outage.
• Submit a claim via our Customer Support Portal within five business days following the outage.
• Service credits are calculated as a percentage of the monthly fees paid for the affected part of the Service and are applied to future bills.

General Provisions

• This SLA represents the sole and exclusive remedy for any dissatisfaction with the Prisma Access Service availability or performance.
• For detailed guidelines and additional information, please refer to the Codeguardian.ai support portal.

Codeguardian.ai End User License Agreement

Agreement Overview

This End User License Agreement ("Agreement") governs the use of Codeguardian.ai products and services (collectively referred to as "Products").

Parties

• Codeguardian.ai: Refers to Codeguardian.ai, Inc., located at [Company Headquarters Address], or any of our global affiliates depending on your geographical location.
• You ("Customer"): The individual or entity using the Products.

Acceptance

By downloading, installing, registering, or using the Products, you acknowledge your understanding and acceptance of this Agreement. If you do not agree to these terms, you must cease using the Products immediately.

Coverage

This Agreement applies to all manners of acquiring the Products, including direct purchases from Codeguardian.ai or through authorized channels such as distributors, resellers, or online marketplaces.

Maintenance and Support

Support services are available and governed by the separate End User Support Agreement, incorporated herein by reference. Please visit our website at [Codeguardian.ai Support URL] for details.

Trial and Evaluation

You may use the Products for evaluation purposes for up to 30 days unless an extension is granted. Post-trial or evaluation, all use of Products must cease unless a purchase is made.

Definitions and Scope

• "Product": Includes hardware, software, subscriptions, or any combination thereof.
• "Use Rights": You are granted a limited, non-exclusive right to use the Products in line with the purchased scope (e.g., number of users, capacity).
• "Affiliates": Entities related by common ownership or control.

Usage Restrictions

• You may not modify, reverse engineer, or derive source code from the Products, unless permitted by law.
• Products must not be used beyond the scope of the rights granted.
• Resale or sublicensing without express permission is prohibited.

Intellectual Property

Codeguardian.ai and its licensors retain all rights not expressly granted to you. Suggestions for product improvement may be utilized by Codeguardian.ai without obligation to you.

Term and Termination

• The Agreement is effective until terminated.
• Codeguardian.ai may terminate the Agreement if you breach terms or exceed usage rights.
• Upon termination, all use of and access to Products must cease.

Warranty

• Hardware: Covered for defects for one year from shipment.
• Software: Will substantially conform to specifications for three months from delivery.
• Subscriptions: Guaranteed performance as specified during the active term.

Liability Limitations

• Codeguardian.ai is not liable for indirect, incidental, or consequential damages.
• Total liability is capped at the amount paid for the Product.

Indemnification

Codeguardian.ai will defend against third-party claims that Products infringe intellectual property rights, subject to conditions stated within the Agreement.

Confidentiality

Both parties will maintain the confidentiality of non-public information exchanged under this Agreement, except as required by law.

General Provisions

• Governing Law: Based on your location, either the laws of California or England will apply.
• Entire Agreement: This document and any referenced policies constitute the full agreement between you and Codeguardian.ai.