Service Level Agreement

Codeguardian.ai Cloud NGFW for Azure - Service Level Agreement (SLA)

Introduction

This document outlines the Service Level Agreement (SLA) for Codeguardian.ai’s Cloud Next-Generation Firewall (NGFW) for Azure. Our commitment is to ensure that Codeguardian.ai’s NGFW for Azure maintains high availability and reliability standards, providing you with exceptional security service levels.

Service Commitment

Codeguardian.ai will endeavor to make the Cloud NGFW for Azure service available with a Monthly Uptime Percentage (as defined below) of at least 99.99% during any calendar month. If we fail to meet this commitment, you may be eligible for a Service Credit as detailed herein.

Definitions

• Cloud NGFW for Azure: Codeguardian.ai’s advanced, ML-powered Next-Generation Firewall delivered as a service on the Azure platform.
• NGFW Resource: A logical unit within Azure providing firewall capabilities to Virtual Networks (VNets), featuring built-in resiliency, scalability, and lifecycle management, spanning multiple Azure availability zones.
• Deployment Minutes: Total minutes a NGFW resource is deployed in a specific Azure region within a billing month.
• Maximum Available Minutes: Aggregate of Deployment Minutes across all NGFW resources within a Cloud NGFW tenant during a billing month.
• Downtime: Accumulated minutes during which a NGFW resource is considered "Unavailable". A resource is "Unavailable" if it fails to process packets routed to it within any minute.
• Excluded Downtime: Downtime resulting from factors outside Codeguardian.ai’s control, as detailed in the SLA Exclusions.
• Monthly Uptime Percentage: The ratio of the total time the service is available to the Maximum Available Minutes, excluding Excluded Downtime.

Service Credit

• Less than 99.99% but ≥ 99%: 10% of monthly service fee
• Less than 99% but ≥ 95%: 25% of monthly service fee
• Less than 95%: 100% of monthly service fee

Service Credits are calculated based on the Cloud NGFW hourly charges paid during the month in which the downtime occurred, excluding charges for traffic-secured data.

Claim Process

To receive a Service Credit, you must:

1. Report the incident via Codeguardian.ai’s support within 24 hours of occurrence.
2. Submit a claim within five business days of the incident, including detailed information such as the dates, times, and specifics of the incident, as well as supporting logs.

SLA Exclusions

This SLA does not cover service issues caused by:

• Events beyond Codeguardian.ai's reasonable control (e.g., natural disasters, wars, government actions, or failures of third-party services).
• Actions or failures by the client (e.g., inadequate security practices, incorrect configurations).
• Planned or unplanned maintenance impacts.

Codeguardian.ai Cloud NGFW for Azure - Service Level Agreement (SLA)

Introduction

This document outlines the Service Level Agreement (SLA) for Codeguardian.ai’s Cloud Next-Generation Firewall (NGFW) for Azure. Our commitment is to ensure that Codeguardian.ai’s NGFW for Azure maintains high availability and reliability standards, providing you with exceptional security service levels.

Service Commitment

Codeguardian.ai will endeavor to make the Cloud NGFW for Azure service available with a Monthly Uptime Percentage (as defined below) of at least 99.99% during any calendar month. If we fail to meet this commitment, you may be eligible for a Service Credit as detailed herein.

Definitions

• Cloud NGFW for Azure: Codeguardian.ai’s advanced, ML-powered Next-Generation Firewall delivered as a service on the Azure platform.
• NGFW Resource: A logical unit within Azure providing firewall capabilities to Virtual Networks (VNets), featuring built-in resiliency, scalability, and lifecycle management, spanning multiple Azure availability zones.
• Deployment Minutes: Total minutes a NGFW resource is deployed in a specific Azure region within a billing month.
• Maximum Available Minutes: Aggregate of Deployment Minutes across all NGFW resources within a Cloud NGFW tenant during a billing month.
• Downtime: Accumulated minutes during which a NGFW resource is considered "Unavailable". A resource is "Unavailable" if it fails to process packets routed to it within any minute.
• Excluded Downtime: Downtime resulting from factors outside Codeguardian.ai’s control, as detailed in the SLA Exclusions.
• Monthly Uptime Percentage: The ratio of the total time the service is available to the Maximum Available Minutes, excluding Excluded Downtime.

Service Credit

• Less than 99.99% but ≥ 99%: 10% of monthly service fee
• Less than 99% but ≥ 95%: 25% of monthly service fee
• Less than 95%: 100% of monthly service fee

Service Credits are calculated based on the Cloud NGFW hourly charges paid during the month in which the downtime occurred, excluding charges for traffic-secured data.

Claim Process

To receive a Service Credit, you must:

1. Report the incident via Codeguardian.ai’s support within 24 hours of occurrence.
2. Submit a claim within five business days of the incident, including detailed information such as the dates, times, and specifics of the incident, as well as supporting logs.

SLA Exclusions

This SLA does not cover service issues caused by:

• Events beyond Codeguardian.ai's reasonable control (e.g., natural disasters, wars, government actions, or failures of third-party services).
• Actions or failures by the client (e.g., inadequate security practices, incorrect configurations).
• Planned or unplanned maintenance impacts.

Sole and Exclusive Remedy

This SLA states the sole and exclusive remedy for any failure by Codeguardian.ai to meet the service-level commitments.

Codeguardian.ai Cortex Products Service Level Agreement

Introduction

This Service Level Agreement (SLA) pertains to the Cortex Products offered by Codeguardian.ai, encompassing XSIAM, XDR, XSOAR, and Xpanse-hosted services. Our commitment is to ensure high availability and reliability of these services to support your cybersecurity needs.

Service Availability

Codeguardian.ai commits to maintaining a service availability of 99.9% each month for the Cortex Products, excluding periods of scheduled maintenance. We aim to minimize any service disruptions but note that downtime due to third-party outages or other factors beyond our control are not included in the downtime calculations.

Customer Remedies for Service Unavailability

Should we fail to meet the agreed service availability, the following remedies will be available:

• Downtime Credit: If the service is unavailable for 60 consecutive minutes or more, Codeguardian.ai will credit 2% of the monthly service fees back to the customer for each incident.

Notification Requirements

To qualify for any downtime credit:

• Customers must notify Codeguardian.ai within 24 hours of noticing the unavailability by initiating a help desk ticket. Failure to notify within this timeframe may forfeit the right to receive the credit.
• Credits issued are not redeemable for cash and will not exceed one week’s service fees in any calendar month.

Technical Support

Codeguardian.ai offers two levels of technical support under the Customer Success Plan:

• Standard Plan: Access to technical support via the Customer Support Portal.
• Premium Plan: Includes all Standard Plan features plus 24/7 phone support.

Support Response Times

Our commitment to response times based on the severity of the issue is as follows:

• Severity 1 (Critical): Service down, affecting customer environment with no workaround.
  • Standard: ≤ 2 hours
  • Premium: ≤ 1 hour
• Severity 2 (High): Service impaired with no available workaround.
  • Standard: ≤ 4 hours
  • Premium: ≤ 2 hours
• Severity 3 (Medium): Service function failed; workaround available.
  • Standard: ≤ 12 hours
  • Premium: ≤ 4 hours
• Severity 4 (Low): Non-critical issues; includes feature requests.
  • Standard: ≤ 48 hours
  • Premium: ≤ 8 business hours

Exclusions

This SLA does not cover:

• Downtime resulting from customer or third-party actions or failures.
• Downtime resulting from factors outside of Codeguardian.ai’s reasonable control (e.g., natural disasters, war, acts of terrorism).
• Issues caused by the customer’s failure to follow configuration guidelines or maintenance instructions.

Commitment to Excellence

Codeguardian.ai is dedicated to providing you with top-tier support and services to protect your digital environment. Our goal is to ensure your continued success and security against cyber threats.

Contact and More Information

For more details or to initiate support, please visit our support portal or contact your local account manager. For comprehensive product information, visit the Codeguardian.ai products page.

Codeguardian.ai IoT Security Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) covers the IoT Security services provided by Codeguardian.ai. We commit to delivering high standards of service and reliability as outlined below. Should we fail to meet these commitments, we offer remedies in the form of service credits to our customers.

Definitions

• Available: The service is operational and can process and present customer data as per the service documentation.
• Available Time: Total minutes in a calendar month during which the service is operational.
• Total Time: The entire number of minutes in a calendar month.
• Excluded Time: Time excluded from uptime calculations as defined in the "Exclusions" section.

Service Level Commitments

Codeguardian.ai aims to maintain an Uptime Percentage of at least 99% over a rolling six-month period. If this level is not met, customers are eligible to request service credits as compensation. The credits are calculated based on the percentage of the total charges paid by the customer for the month in which the service level was not met:

• Less than 99% but greater than or equal to 98%: 5% credit
• Less than 98%: 10% credit

Exclusions

The following are excluded from the uptime calculations and do not constitute service failures:

• Issues related to customer’s equipment, network, software, or third-party technologies not under the direct control of Codeguardian.ai.
• Failures of customer’s Internet Service Provider, utility services, or any other third-party services needed to access the IoT security service.
• Interruptions or degradation due to unforeseeable actions by third parties, including force majeure events.
• Actions or inactions of the customer including, but not limited to, inadequate network configurations, or failures to follow setup and operational guidelines for IoT security.
• Planned and unplanned maintenance windows; high availability and scaling events; and issues fetching logs from associated data services.

Administration

• Service Status: Customers can check the real-time status of the IoT Security Service at any time here.
• Service Credit Claims: To be eligible for a service credit, customers must:
  • Be in good standing and not delinquent in service fee payments.
  • Have used the service for at least sixty days.
  • Submit a claim via the Codeguardian.ai Support Portal within 24 hours of an incident.

Service Credit Application

Confirmed claims will result in a credit applied to future service payments. These credits are not redeemable for cash and will be reflected in subsequent billing cycles. If the service was purchased through a reseller or distributor, credits will be processed through the same channel.

Sole and Exclusive Remedy

The terms stated here represent the sole and exclusive liability of Codeguardian.ai and the customer's sole and exclusive remedy for any breach of this SLA.

Codeguardian.ai Prisma Access Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) outlines the service standards for the Prisma Access service provided by Codeguardian.ai. We are committed to delivering high-performance and reliable service, and in the event that we fail to meet these standards, we offer our customers service credits as compensation.

Service Definitions and Commitments

• Available: The service is operational and can process and present customer data as outlined in the service documentation.
• Available Time: The time in minutes that the service is operational during a calendar month.
• Total Time: The total number of minutes in the calendar month.
• Downtime: Any time when the service is not available outside of scheduled or excluded times.

Uptime Service Level

• 99.999%: If availability falls below this threshold but remains above 99.99%, customers are eligible for service credits.
• Service Credit Tiers:
  • Less than 99.999% but ≥ 99.99%: 5%
  • Less than 99.99% but ≥ 99.9%: 10%
  • Less than 99.9% but ≥ 99%: 15%
  • Less than 99% but ≥ 98%: 25%
  • Less than 98%: 100% of the service fee for the affected month

Exclusions

This SLA does not apply under circumstances that would prevent the delivery of the Prisma Access service due to:

• Issues originating from customer’s equipment, network configurations, or third-party services not under the control of Codeguardian.ai.
• Failures of internet service providers or any other service on which the Prisma Access depends.
• Force majeure events and other circumstances beyond reasonable control of Codeguardian.ai.
• Scheduled maintenance windows and emergency maintenance.

Service Credits and Claims Process

• Claim Submission: Customers must submit claims within five business days of an incident via the Codeguardian.ai Customer Support Portal.
• Credit Calculation: Credits are calculated based on the monthly service fee, proportionate to the impact of the outage.

Administration and Notification

• Customers can view real-time service status updates and subscribe to alerts at Codeguardian.ai Service Status.
• Detailed notifications about scheduled maintenance and updates will be provided through our support channels.

Terms and Conditions

• Maximum Credit: The maximum credit for any month will not exceed the total monthly fee paid by the customer for the affected service.
• Non-Compliance: This SLA represents Codeguardian.ai's sole liability and the customer's sole remedy for any breach of service level commitments.

Codeguardian.ai Prisma Cloud Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) defines the performance metrics and service level commitments for Codeguardian.ai's Prisma Cloud Service. Our goal is to ensure high availability and reliability, and we commit to using commercially reasonable efforts to meet these standards.

Service Level Commitment

Codeguardian.ai strives to maintain a Monthly Uptime Availability of at least 99.9% for the Prisma Cloud Service. This is calculated as follows:

Where:

• Total Time: Total number of minutes in a calendar month.
• Downtime: Total minutes the service is unavailable, excluding Excluded Downtime.

Exclusions

The following are excluded from Downtime calculations:

• Issues caused by the customer's equipment, networks, software, technology, or third-party services not under the direct control of Codeguardian.ai.
• Failures of internet service providers, utility companies, or other services upon which access to the Prisma Cloud depends.
• Unforeseeable interruptions or degradations in service due to third-party actions or force majeure events.
• Inadequate customer licenses impacting service levels.
• Scheduled and unplanned maintenance periods.
• High Availability and scaling events.
• Any service marked as "Beta," "Test," or "Preview."

Service Credit Claims

If the Prisma Cloud Service does not meet the stated Service Level, customers may claim service credits as follows:

• Service Credit: 2% of the monthly service fee for each occurrence where the uptime availability drops below 99.9% for at least 60 consecutive minutes.

Claim Process

1. Notification Requirement: Customers must notify Codeguardian.ai within 24 hours of identifying an issue impacting service levels.
2. Claim Submission: Claims must be submitted through the Codeguardian.ai Customer Support Portal within five business days of the incident.
3. Claim Adjudication: Codeguardian.ai will evaluate claims based on available data and customer provided information. Adjudicated claims are final.

General Provisions

• Service Status: Customers can obtain real-time service status updates at Codeguardian.ai Service Status.
• Credit Limitations: Service credits cannot exceed one week's service fee in any calendar month and are not redeemable for cash. Credits apply only towards future billing cycles or service renewals.

Distribution and Resellers

If the service was purchased through a distributor or reseller, credits will be processed through the same channels. Direct customers will receive credits towards future service renewals.

Entire Liability

This SLA outlines the sole and exclusive remedy available to customers for any discrepancies in service levels provided by Codeguardian.ai.

Codeguardian.ai Prisma SD-WAN Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) outlines the performance standards for Codeguardian.ai's Prisma SD-WAN Service. We are committed to maintaining high availability and performance, ensuring that our service meets your needs for reliability and functionality.

Service Level Commitments

Data Plane Monthly Uptime Availability:

• 99.99% Uptime: Codeguardian.ai endeavors to achieve at least 99.99% Data Plane availability, which involves all physical and virtual components where customer data traffic flows.

Service Credit Percentages:

• Availability less than 99.99% but ≥ 99.9%: 5% credit
• Availability less than 99.9% but ≥ 99%: 15% credit
• Availability less than 99%: 25% credit

Uptime Availability SLA

Availability for each branch location equipped with Codeguardian.ai's hardware is monitored closely. Monthly Uptime Availability is calculated as follows:

Where:

• Total: Total number of minutes in the calendar month.
• Downtime: Minutes during which a branch experiences a loss of functionality, not caused by Excluded reasons.
• Excluded: Downtime resulting from planned maintenance, unforeseeable third-party disruptions, or other outlined exclusions.

Exclusions

The following are not considered Downtime and are excluded from the SLA calculations:

• Issues due to customer's equipment, software, or third-party technology not controlled by Codeguardian.ai.
• Failures of the customer’s Internet Service Provider or other critical infrastructure.
• Customer misconfiguration or lack of proper licensing.
• Maintenance windows, high availability, or scaling events.
• Any Beta or test features not in general production.

Administration

Notifications:

• Service status updates are available at Codeguardian.ai Status Page. Customers can subscribe to receive alerts and updates regarding service status.

Claims Process:

• Claims for service credits must be submitted through the Codeguardian.ai Customer Support Portal within 24 hours of identifying an issue.
• To qualify for a credit, customers must be in good standing and have been using the service for at least 15 days.

Service Credit Calculation:

• Credits are calculated based on the impact of the outage on the monthly service fee, proportional to the affected service.

Terms of Service Credits

• Service credits are applied as an extension of the service term, not as a monetary refund.
• The maximum service credit for a month will not exceed the total monthly service fee paid by the customer for the affected service.

Liability

This SLA outlines Codeguardian.ai’s sole and exclusive liability and the customer's sole and exclusive remedy for any claim related to this agreement.

Codeguardian.ai Strata Logging Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) outlines the service commitments for Codeguardian.ai's Strata Logging Service. We aim to provide reliable and efficient service, ensuring high availability to support your cybersecurity needs.

Service Commitments

Uptime SLA:

• Codeguardian.ai commits to achieving at least a 99% uptime each calendar month for the Strata Logging Service.
• Service Credit Tiers:
  • Less than 99.9% but ≥ 99%: 5% credit
  • Less than 99% but ≥ 98%: 15% credit
  • Less than 98% but ≥ 97%: 25% credit
  • Less than 97%: 100% credit

Data Freshness SLA:

• We guarantee that the average data freshness (time it takes for logged data to be available for viewing or processing) will not exceed 60 minutes.
• Service Credit Tiers:
  • Greater than 60 minutes but ≤ 90 minutes: 5% credit
  • Greater than 90 minutes but ≤ 120 minutes: 15% credit
  • Greater than 120 minutes but ≤ 150 minutes: 25% credit
  • Greater than 150 minutes: 100% credit

Calculations

• Data Freshness is measured by the average delay from data ingestion to availability, excluding any delays outlined in the exclusions section.

Exclusions

This SLA does not apply in circumstances such as:

• Failures due to customer’s equipment, software, or third-party technologies not under the control of Codeguardian.ai.
• Disruptions caused by the customer’s internet service provider or other necessary service providers.
• Misconfigurations or insufficient licensing on the customer’s part.
• Scheduled and emergency maintenance times.
• Unforeseeable interruptions caused by external factors including, but not limited to, force majeure events.

Notifications and Alerts

Customers can access real-time service status and subscribe to alerts at Codeguardian.ai Service Status. Advance notices for maintenance will be provided as follows:

• Planned Maintenance: Three weeks in advance.
• Unplanned Maintenance: At least six hours in advance.

Claims Process

To claim a service credit:

• Submit a claim via the Codeguardian.ai Customer Support Portal within 24 hours of the incident.
• The claim must be adjudicated by Codeguardian.ai within 15 days after determining the root cause.

Service Credits

Service credits are calculated based on the percentage of the monthly service fee affected by the outage and are applied to future billing periods or service renewals.

Sole and Exclusive Remedy

The terms described in this SLA constitute the sole and exclusive remedy for any breach of service level commitments by Codeguardian.ai and the customer's sole recourse against Codeguardian.ai for such issues.

Codeguardian.ai Service Level Objectives

Overview

Codeguardian.ai is committed to maintaining the highest standards of service availability across all our cybersecurity solutions. This document outlines our service level objectives, ensuring that our services are accessible and reliable, allowing your organization to operate securely and efficiently.

Service Commitments

General Availability

• Codeguardian.ai strives to provide 24/7 availability for all services, excluding scheduled downtime for maintenance and unforeseeable emergencies where advance notice may not be feasible.

Service Uptime

• Prisma SD-WAN: Codeguardian.ai aims for 99.9% uptime availability for the SD-WAN portal service, calculated monthly.
• SaaS Security API: Consistent with our high standards, the SaaS Security API is designed to be available with 99.9% uptime, measured monthly.
• WildFire Malware Prevention: The WildFire service targets 99.9% uptime availability, ensuring robust malware defense capabilities around the clock.
• Cloud Identity Engine: We guarantee 99.9% monthly uptime, providing reliable identity management solutions.
• Data Loss Prevention (DLP): Our cloud DLP services aim for 99.9% uptime, safeguarding against data breaches effectively.
• Remote Browser Isolation (RBI): The RBI services are also maintained with a 99.9% uptime, enhancing secure browsing environments.
• Application Acceleration: This service is available with 99.9% uptime, improving application performance across your enterprise.

Scheduled Downtime and Notifications

• Codeguardian.ai will provide notifications for scheduled maintenance at least three weeks in advance. In cases of unplanned maintenance or emergencies, notifications will be issued at least six hours prior.
• Service status updates and alerts can be accessed through the Codeguardian.ai Service Status Portal at Codeguardian.ai Service Status.

Service Credits

• In the unlikely event that any service fails to meet the monthly uptime commitment, Codeguardian.ai offers service credits according to specific thresholds detailed in each service description.
• Service credits are calculated as a percentage of the monthly fees paid for the affected service and are applied towards future billing cycles.

Exclusions

This Service Level Agreement does not apply to:

• Downtime caused by factors outside of Codeguardian.ai's reasonable control, including major unforeseen events.
• Issues resulting from the customer's equipment, configurations, or third-party technologies not under the direct control of Codeguardian.ai.
• Failures of the customer's internet service provider or other essential services.

Contact Information

For further assistance or to report an issue, please contact:

• Main Office: 3000 Tannery Way, Santa Clara, CA 95054
• Phone:
  • Main: +1.408.753.4000
  • Sales: +1.866.320.4788
  • Support: +1.866.898.9087
• Website: www.codeguardian.ai

Trademarks

For a full list of our trademarks, please visit Codeguardian.ai Trademarks.

Final Note

This document represents Codeguardian.ai’s commitment to service excellence and outlines our sole and exclusive remedies for service level discrepancies. This policy is subject to updates and modifications, with the latest version always available on our website.