Support for ZUMA Protect - Agreement Support Terms
SUPPORT SERVICES
1. Support Services Definitions
- “Fix” means the repair of the Subscription Service to remedy the problem.
- Platform Support” means the management of the underlying cloud-based infrastructure and application components. It does not include management of Customer created configurations within the Subscription Service, Customer data or customer job processing. Integration, tuning and maintenance of these non-included components is the responsibility of the Customer.
- “Problem” means a reproducible failure of the Software or Services to materially conform to the applicable Documentation, or a defect in the Customer environment that results in a materially adverse impact the operational performance, functionality, or usability of the Product for Customer. .
- "Respond” or “Response” means acknowledgement of a problem received containing assigned support engineer name, date and time assigned, and severity assignment.
- “Workaround” means a change in the procedures followed or data supplied by Customer to avoid a Problem without substantially impairing Customer’s use of the Subscription Services, or customer job processing. Integration, tuning and maintenance of these non-included components is the responsibility of the Customer.
2. Support Services Response and Resolution Goals for ZUMA Protect
Response Goals and Resolution Goals are targets for identified Problems based on Saviynt's historical experience, and do not represent contractual commitments.Standard Success Package
| Problem Severity | Response Goals | Resolution Goals |
|---|---|---|
|
Sev 1 – Critical
The production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately (Complete outage to the data plane (availability to use) of the gateway, runtime authorization or agent identity services) |
2 hour (24×7)
|
Saviynt will use commercially reasonable efforts to restore service within 8 hours.
|
|
Sev 2 – High
Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage. (Partial outage affecting core groups, or a highly localized security anomaly) |
6 hours
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 12 hours. Saviynt may incorporate a solution in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 3 – Medium
Production or Non-Production system is having a problem that is limiting the functionality. (Non-critical gateway function impaired or standard hygiene alerts) |
12 hours
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 60 hours. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 4 – Low
Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests or scheduled maintenance requests |
2 business days
|
Saviynt will undertake commercially reasonable efforts to provide the requested information within 5 business daysFeature requests are routed to product management for consideration in future major releases.
|
Gold Success Package
| Problem Severity | Response Goals | Resolution Goals |
|---|---|---|
|
Sev 1 – Critical
The production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately (Complete outage to the data plane (availability to use) of the gateway, runtime authorization or agent identity services) |
1 hour (24×7)
|
Saviynt will use commercially reasonable efforts to restore service within 4 hours.
|
|
Sev 2 – High
Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage. (Partial outage affecting core groups, or a highly localized security anomaly) |
4 hours
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 8 hours. Saviynt may incorporate a solution in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 3 – Medium
Production or Non-Production system is having a problem that is limiting the functionality. (Non-critical gateway function impaired or standard hygiene alerts) |
8 hours
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 48 hours. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 4 – Low
Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests or scheduled maintenance requests |
1 business day
|
Saviynt will undertake commercially reasonable efforts to provide the requested information within 3 business days
Feature requests are routed to product management for consideration in future major releases. |
Platinum Success Package
| Problem Severity | Response Goals | Resolution Goals |
|---|---|---|
|
Sev 1 – Critical
The production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately (Complete outage to the data plane (availability to use) of the gateway, runtime authorization or agent identity services) |
30 min (24×7)
|
Saviynt will use commercially reasonable efforts to restore service within 2 hours.
|
|
Sev 2 – High
Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage. (Partial outage affecting core groups, or a highly localized security anomaly) |
2 hours
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 6 hours. Saviynt may incorporate a solution in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 3 – Medium
Production or Non-Production system is having a problem that is limiting the functionality. (Non-critical gateway function impaired or standard hygiene alerts) |
6 hours
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 36 hours. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 4 – Low
Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests or scheduled maintenance requests |
12 hours
|
Saviynt will undertake commercially reasonable efforts to provide the requested information within 2 business days
Feature requests are routed to product management for consideration in future major releases. |
Diamond Success Package
| Problem Severity | Response Goals | Resolution Goals |
|---|---|---|
|
Sev 1 – Critical
The production system is unavailable and/or not operational due to an unplanned outage and needs to be restored immediately (Complete outage to the data plane (availability to use) of the gateway, runtime authorization or agent identity services) |
15 min (24×7)
|
Saviynt will use commercially reasonable efforts to restore service within 1 hour.
|
|
Sev 2 – High
Production system is having a problem impacting multiple services and significant number of users; or a Non-Production system is unavailable and/or not operational due to an unplanned outage. (Partial outage affecting core groups, or a highly localized security anomaly) |
1 hour
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 4 hours. Saviynt may incorporate a solution in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 3 – Medium
Production or Non-Production system is having a problem that is limiting the functionality. (Non-critical gateway function impaired or standard hygiene alerts) |
4 hours
|
Saviynt will undertake commercially reasonable efforts to provide a Workaround within 24 hours. Saviynt may incorporate a Fix in a future release of the Application/Subscription Service (if applicable)
|
|
Sev 4 – Low
Non-critical issues, general questions, informational requests, issues impacting individual users or data change and enhancement requests or scheduled maintenance requests |
8 hours
|
Saviynt will undertake commercially reasonable efforts to provide the requested information within 1 business days
Feature requests are routed to product management for consideration in future major releases. |