Effective prior to May 25, 2018
This Support and Service Level Agreement (“Addendum”) sets forth the service levels governing the contractual relationship between ZeroFOX and the Customer identified on the Cover Page.
Capitalized terms used in this Addendum that are not defined herein shall have the meaning given such term in the Agreement. In the event of any conflict between the provisions of the Agreement and this Addendum, the provisions of the Agreement shall prevail.
2. ZEROFOX SUPPORT & MANAGED SERVICES
2.1 All ZeroFOX Platform subscriptions include a level of customer support that provides easy access to ZeroFOX resources for technical assistance and issue resolution.
ZeroFOX Contact Information:
Support Email firstname.lastname@example.org
Support Phone Number 1-855-ZFOXSPT (936-9778)
|ZeroFOX Support & Managed Service Plans|
|Support Plans||Managed Service Plans|
|Included with:||All Platform Subscriptions||Additional Fee|
|ZeroFOX Platform Access||✓||✓||✓||✓||✓|
|Weekly, Monthly and Annual Activity Reports||✓||✓||✓||✓||✓|
|Annual Training, Platform Optimization & Tuning||✓||✓||✓||✓||✓|
|8am to 8pm EST Phone, Email & Online Support
(US Business Days)
|24x7x365 Phone, Email & Online Support||✓||✓||✓|
|Managed Service Alert Monitoring||✓||✓||✓|
|Executive Reporting & Briefings||Quarterly||Monthly|
|Named Social Risk Analyst||✓|
2.2 ZeroFOX Support & Managed Services Definitions:
2.2.1 ZeroFOX Platform Access – general access to and configurable user-level access to the ZeroFOX Platform.
2.2.2 ZeroFOX QuickStart – ZeroFOX will conduct a consultation call with the Customer to better qualify the customer’s challenges, stakeholders, business goals and objectives, special considerations, and KPIs. QuickStart is designed to get our managed customers up and running to achieve maximum value quickest. During QuickStart, the Customer will interact with one of ZeroFOX’s Social Risk Analysts whom will perform the following tasks:
- Provision and setup customer’s account
- Conduct ZeroFOX Platform onboarding call with customer
- 30-Day Launch where Customer receives high-touch, proactive support from a Social Risk Analyst to ensure maximum protection
- Assistance registering brands, organizations, and people within the ZeroFOX Platform
- Elicit requirements for no more than (2) FoxScripts to increase the ZeroFOX Platform’s ability to monitor and alert on customer’s specific areas of protection.
2.2.3 Weekly, Monthly and Annual Activity Reports – These weekly/monthly/annual email summaries contain the following past metrics from that time period: Analyzed Posts, Analyzed Profiles, Analyzed Links, Analyzed Images, Generated Alerts, and Successfully Executed Takedowns. Additionally, the weekly report will contain a Weekly Power User Tip and a micro survey. The micro survey is leveraged to concisely gauge Customer satisfaction/sentiment of product or service.
2.2.4 Annual Training, Platform Optimization & Tuning – Annually, the ZeroFOX Social Risk Analyst will train the Customer on the ZeroFOX Platform with a focus on new features and functionalities. Additionally, the ZeroFOX Social Risk Analyst will review the Customer’s platform implementation and make optimization suggestions resulting in maximized social media protection.
2.2.5 8am to 8pm EST Business Day Phone, Email & Online Support – ZeroFOX’s Support team will receive, resolve, and respond to issues communicated by Customer via support.zerofox.com(preferred), phone (1-855-ZFOXSPT), or email from 8am to 8pm EST on US business days. In addition, Customer will have access to ZeroFOX’s Support portal where they can find an online user guide and FAQ among other commonly referred documentation.
2.2.6 24x7x365 Phone, Email & Online Support – ZeroFOX’s Support team will receive, resolve, and respond to issues communicated by Customer via support.zerofox.com(preferred), phone (1-855-ZFOXSPT), or email 24x7x365. In addition, Customer will have access to ZeroFOX’s Support portal where they can find an online user guide and FAQ among other commonly referred documentation.
2.2.7 Managed Service Alert Monitoring – Based upon pre-defined ZeroFOX policies, the ZeroFOX Social Risk Analyst team will monitor and escalate all appropriate alerts for response, triage, and remediation to the Customer.
2.2.8 Executive Reporting & Briefings – ZeroFOX will conduct remote Executive Briefings with the Customer to review historical metrics and achieved objectives. ZeroFOX will also review key performance metrics and, as appropriate, establish new key performance metrics. Participation will include your ZeroFOX Social Risk Analyst, Global Services Leadership, Product Management, & Executive Account Manager.
2.2.9 Named Social Risk Analyst – a ZeroFOX Social Risk Analyst that will be assigned to your account.
2.2.10 Data Exports – At Customer’s request, your Social Risk Analyst will provide an export of your ZeroFOX Platform data in CSV format.
ZeroFOX is committed to maintaining an available, functional platform for all customers. The following are the priority definitions and service level agreements for each category of Application Service issue or disruption.
|P1||Application Services are totally or substantially disrupted or a broad class of Authorized Users are deprived of essential features or functions of the Application Services.|
|P2||One or more of the Application Services key features are partially or moderately disrupted or a small class of Authorized Users are materially impacted from utilizing one or more key features of the Application Services.|
|P3||Any other case where the Application Services or features are not operating as documented.|
|P4||Any other case where new Application Services or features are requested|
|Priority||Initial Response & Acknowledgement||Targeted Fix Date or Workaround||Escalation||Email Status Updates|
|P1||1 hour||1 business day||Manager / VP: Immediately||Every 4 hours|
|P2||2 hours||2 business days||Manager: 1 business day / VP: 2 business days||Daily|
|P3||2 business days||5 business days||VP Product Management reviews bugs weekly||Weekly|
|P4||2 business days||At ZeroFOX discretion||VP Product Management reviews feature requests weekly||None|
3. ZEROFOX SERVICE LEVELS
3.1 Scheduled Maintenance – From time to time, ZeroFOX will make routine modifications to the Application Services, including to correct faults, improve performance, or adapt the Application Services to a changed environment (“Scheduled Maintenance”). ZeroFOX will use reasonable efforts to conduct Scheduled Maintenance on Saturday nights from 11:00 p.m. – 1:00 a.m. Eastern time, or otherwise outside of normal business hours. Any Scheduled Maintenance that might require more than two hours will be scheduled seven (7) days in advance.
3.2 Unscheduled Maintenance – From time to time, ZeroFOX will conduct modifications to the Application Services outside of Scheduled Maintenance to apply urgent patches or fixes or make other urgent modifications (“Unscheduled Maintenance”). ZeroFOX will use reasonable efforts to notify Customer (at least twenty-four hours] in advance of conducting Unscheduled Maintenance.
3.3 Outage (Downtime) – “Outage” means the period of time that the Application Services are not available to Customer and its Authorized Users; but does not include: (i) Scheduled Downtime; (ii) Unscheduled Downtime; (iii) periods of unavailability attributable to Customer’s acts or omissions.
3.4 Service Levels – ZeroFOX commits to provide 99.0% uptime with respect to the Application Service during each calendar month of the Subscription Term, excluding Scheduled Maintenance and Unscheduled Maintenance (the “Service Levels”). If ZeroFOX fails to meet the Service Levels in any calendar month, then Customer will be entitled, as its sole and exclusive remedy, a service credit equal to 5% pro-rated monthly Subscription Fee for the use of the Application Service, provided that Customer has submitted a support ticket relating to the Outage/failure to meet the Service Levels within five (5) business days from the occurrence of the Outage.
3.5 Uptime Calculation:
Total Available Minutes in a Month
(Total Minutes in a Month – Scheduled and Unscheduled Maintenance Minutes)
3.6 Repeated Failures – If ZeroFOX fails to meet the Service Levels for any three consecutive months or three months in any rolling twelve-month period, Customer may terminate this Agreement upon written notice to ZeroFOX, and receive a refund of pro-rated, unused Subscription Fees.