Service Level Agreement
This IronNet Service Level Agreement (“IronNet SLA”) is between IronNet Cybersecurity, Inc. (“IronNet”) and the IronNet customer or business partner (“Customer”) that has received the right to use the IronNet IronDefense offering (“IronDefense”). This IronNet SLA is incorporated in, and subject to, the terms of the agreement between Customer and IronNet (“Agreement”).
During the term of the Agreement giving Customer the right to use the Service, the Service will be operational and available to Customer at least 99.9% of the time in any calendar month (the “IronNet SLA”). If IronNet does not meet the IronNet SLA, and if Customer meets its obligations under this IronNet SLA, Customer will be eligible to receive the Service Credits described below. This IronNet SLA states Customer’s sole and exclusive remedy for any failure by IronNet to meet the IronNet SLA.
Definitions. The following definitions shall apply to the IronNet SLA.
- The Service is considered available if Customer is able to login to its IronVUE account and access the Alert and Hunt Dashboards or access IronDefense Alerts via IronAPI-based integrations, the IronDefense Service is considered available if the Customer is able to access and interact with IronDefense Alerts through the respective integration.
- “Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
- “Service Credit” means the number of days of Service to be added to the end of the Service term, at no charge to Customer calculated as follows:
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify IronNet within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.
What is required for Service Credit. A complete description of the downtime, for how long, and how the Customer was adversely affected. IronNet reserves the right to deny the Service Credit if the Customer does not qualify.
Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by IronNet to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service (or the value of 15 days of Service in the form of a monetary credit to a monthly-billing Customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts.
IronNet SLA Exclusions. The IronNet SLA does not apply to: (a) any services that expressly exclude this IronNet SLA (as stated in the documentation for such services) or (b) any issues (i) outside the reasonable control of IronNet, or that are otherwise caused by “Force Majeure” as defined under the Agreement or (ii) that resulted from one or more of Customer’s equipment or third party equipment not within the primary control of IronNet.
Routine scheduled maintenance. Scheduled maintenance will be communicated by IronNet at least 48 hours in advance of maintenance.
Log Forwarder. Customer’s ability or inability to operate the Log Forwarder software is addressed by support services. For purposes of this SLA, the Forwarder software is excluded from the calculation of the availability.
IronNet Cybersecurity reserves the right to modify this Service Level Agreement at any time by updating the terms on its web site or otherwise by providing notice to Customer.