Randori and IBM Plan to Join Forces to Tackle Growing Attack Surface Risks

SLA and Support Policy

 

 

Randori Service Level Agreement – SaaS Platform

 

 

Randori Service Level Agreement – SaaS Platform

This Service Level Agreement (“SLA”) is made in connection with the agreement (the “Agreement”) between Randori, Inc. (“Randori”) and the customer named therein (“Customer”) pertaining to the Randori SaaS Platform and selected services available at https://app.randori.io.

The terms of this SLA may be amended by Randori from time to time by providing thirty (30) days prior notice via the SaaS Platform, or to Customer’s administrator by e-mail or other means; provided that no such amendment will decrease the Monthly Uptime Percentage of 99.9%.

Randori Service Commitment

During the term of a Subscription to the SaaS Platform granted pursuant to the Agreement, Randori will use commercially reasonable efforts to make the SaaS Platform available with a Monthly Uptime Percentage of no less than 99.9%. If the Monthly Uptime Percentage is not achieved, Customer will be eligible to receive the “Service Credits”. This SLA states Customer’s sole and exclusive remedy for any failure by Randori to meet the Monthly Uptime Percentage.

“SaaS Platform” means the “production environment” only, which is the online, web-based platform provided by Randori via https://app.randori.io that is subscribed to by Customer pursuant to the Subscription, and excludes “sandbox,” “development,” “test” and other non-production environments.

“Monthly Uptime Percentage” means ((A minus B) divided by A), expressed as a percentage, where A is the total number of minutes in a calendar month and B is the number of minutes of Unavailability suffered in that calendar month.

“Available” or “Availability” means when the user interface for the Randori SaaS Platform can be logged into. Availability excludes any period of time that the Platform cannot be logged into due to Exclusions. 

“Users” means all individuals who are authorized to access the SaaS Platform pursuant to a Subscription to the SaaS Platform under the Agreement.

“Exclusions” means unavailability caused by, related to or arising out of any one or more of the following: (i) Planned Downtime or scheduled emergency maintenance; (ii) Force Majeure; (iii) suspension of access to the SaaS Platform in accordance with the Agreement; (iv) acts or omissions of Customer or any third party; (v) failure of Customer equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Randori’s direct control); (vi) maintenance services provided to Customer.

“Planned Downtime” or “Maintenance” means times where the Randori SaaS Platform is not Available  of which Customer will be given at least 8 hours notice via the SaaS Platform or other means of communication such as email. Randori will use commercially reasonable efforts to schedule Planned Downtime during the weekend hours from 6:00 p.m. Friday to 3:00 a.m. Monday Pacific Time.

“Force Majeure” means circumstances beyond Randori’s reasonable control, including without limitation, acts of God, acts of government, floods, fires, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving Randori’s employees), communications or internet service provider failures or delays, and denial of service attacks.

Until such time as such reports may be made available by Randori online, upon Customer’s written request, Randori will provide Customer with periodic reports that will show system availability.

Randori Service Credits

In order to receive a Service Credit, Customer must claim the Service Credit in writing by e-mail to support@Randori.com within thirty (30) days after the end of the month for which the Service Credit is claimed. Failure to claim the Service Credit in accordance with the preceding sentence will constitute a waiver of all of Customer’s rights and remedies with respect to such Monthly Uptime Percentage failure. The maximum aggregate number of Service Credits to be issued by Randori for all failures of Monthly Uptime Percentage occurring in a single calendar month shall not exceed ten (10) days of Additional Subscription. Service Credits may not be used as, exchanged for, or converted to, monetary amounts or used to offset payments required to be made. The provisions of this paragraph constitute Customer’s sole and exclusive remedy, and Randori’s sole and exclusive liability, with respect to failures of Monthly Uptime Percentage.

“Service Credit” means one (1) day of Additional Subscription for each one percent (1%) (or fraction thereof) by which 99.95% exceeds the Monthly Uptime Percentage in that calendar month (not to exceed ten (10) days of Additional Subscription with respect to such month).

“Additional Subscription” means a number of days added to the end of the Subscription term, during which the SaaS Platform will be made available to Customer without additional Subscription fee.

 

Support Policy

Randori Support

We offer all customers Premier Support. The Premier Success Plan is included with your Randori subscription. 

Business Support Hours

Monday – Friday

7 AM – 5pm MT, excluding Randori Holidays

Support Channels

Email & Phone

Severity Level

Initial Response Time

Update Cadence post Initial Response

Severity 1

4 Business Hours

Once per business day

Severity 2

1 Business Day

Twice per week

Severity 3

3 Business Days

Twice per month

Severity 4

1 Business week

Once per month

Randori will use commercially reasonable efforts to respond to each case within the applicable response time described in the table above, depending on the applicable severity level.

TAM (Technical Account Manager): Access to the TAM is during applicable Business Hours

Severity Definitions

Severity Levels: Issues will be categorized and handled according to an assigned severity level. The case severity level is selected by the Designated Contact at time of case submission, and may be updated by Randori upon initial investigation, as follows:

Level

Urgency

Description

Severity 1

Urgent

Critical Production issues affecting all customers that severely impacts use of the service on the Production Environment. The situation halts customer business operations and no procedural workaround exists.

  • System is down or unavailable

Severity 1 issues require the customers to have dedicated resources available to work on the issue on an ongoing basis with Randori.

Severity 2

High

Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many customers and/or major functionality in the Production Environment. This also includes:

  • Data Integrity Issues
  • A critical documented feature / function is not available

No reasonable workaround available.

Severity 3

Medium

System performance issues or bugs affecting some but not all customers in any of the provided Randori environments. Short-term workaround is available, but not scalable.

Severity 4

Low

Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of customers on any of the provided Randori environments. Reasonable workaround available.

Cooperation: Randori must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Randori to reproduce errors, including conducting diagnostic or troubleshooting activities as requested.

 Support Channels

  • Web – https://support.Randori.com – All Customer’s authorized users can create an account using their corporate email to log into the Randori support website at https://support.Randori.com. Once logged in, the authorized user can create a new support ticket, review open or resolved tickets they submitted, or search across the knowledge base to find a resolution to their query (if it has been encountered by another customer and already answered by Randori support personnel).
  • Phone – Authorized users can reach Randori support at 1-(510)- 288-5726 to talk to a support agent or, if such call is received during applicable Business Hours and subject to availability, Customer’s TAM.

Designated Contacts

“Designated Contacts” are authorized users Customer identified as primary liaisons between Customer and Randori for technical support. Customer shall identify no more than ten (10) Designated Contacts. Customer may be charged an additional fee for Designated Contacts in excess of the defined number. Customer shall notify Randori whenever Designated Contact responsibilities are transferred to another individual. Tickets submitted by someone other than a Designated Contact will be automatically closed and will not be acted upon.

Customers’ Designated Contacts shall be responsible for:

  • submitting support tickets on behalf of the Customer
  • serving as the primary point of contact for communications from and to Randori
  • overseeing Customer’s support case activity
  • developing and deploying troubleshooting processes within Customer’s organization
  • resolving password reset, username and lockout issues for Customer
  • providing technical staff to assist with non application issues such as network issues