|Agreement||means the agreement between the parties to which this schedule is appended|
|Business Day||means a day on which the Customer is open for business at an office location using the Service|
|Customer||includes its subsidiaries/ affiliates entities|
|Customer Help Desk||means the internal support desk established by the Customer qualified to support the Services within the Customer’s operations|
|Day||means a calendar day|
|Down Time||means total unavailability of the service to all users due to factors within the control of SCW|
|Maintenance and Support Services||means the maintenance and support services to be provided by SCW as described in this Schedule|
|Minimum Service Level||means the Minimum Service Levels to be achieved by SCW as set out in this Schedule|
|Response Times||The average amount of time it takes between a system alert or customer support ticket being raised and when a support team member acknowledges the incident and begins working to resolve it.|
|Resolution Time||The average amount of time to detect an issue, diagnose the problem, repair the fault (possibly by means of a workaround), and return the system to being functional. It is measured from the moment that a failure occurs until the point where the product or service is repaired, tested, and available for use.|
|Service||means the online security learning service to be provided by SCW to the Customer|
|Service Credits||means the applicable service credits as described in 2(f) of the Service Levels|
|Service Hours||means, in respect of each week of the Term, the period from the start of the first business day in the first location from which Customer accesses the Services to the end of the last Business day in the relevant week in the last location from which Customer accesses the Services, and excludes Public Holidays in the relevant territory.|
|Service Levels||means the performance levels to which the Services shall be provided as set out in this Schedule|
|Service Period||means each calendar month that Customer receives the Services|
|Service Up Time Percentage||means the 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 minus scheduled downtime|
|System Response Time||means the time required for the Service to respond to an input as set out in this Schedule|
|Term||means the term for which the Customer has subscribed to the Service|
|Up Time||has the meaning set out in 2(e)(iii) of the Service Levels|
This schedule describes the scope and functionality of the Services to be provided by SCW to the Customer under this Subscription Agreement. It also specifies certain of the obligations of each party in the delivery of the Services.
Each Service has, where specified, an associated Service Level.
SCW shall supply Customers with an online security training service incorporating the following production environment services:
SCW shall monitor and manage all components used to deliver the Service during the Service Hours throughout the Term.
SCW shall ensure appropriate capacity planning of the Services to ensure there is always sufficient capacity to provide the Service at the Service Levels. This shall require Customer to advise SCW of any anticipated material changes to the use of the Service.
Support Services & Responsibilities
|Knowledge Base (https://help.securecodewarrior.com/)||24/7|
|Email (firstname.lastname@example.org)||24/5 service hours|
|Support widget on the platform||24/5 service hours|
The Customer Help Desk shall provide the following items when notifying SCW of an incident:
(i) incident time, duration, and location.
(ii) User ID and contact details.
(iii) Incident description.
(iv) Category of the incident, to be mutually agreed between the parties.
|CLASS||RESPONSE TIME||RESOLUTION TIME|
||1 Hour||24 hours|
||4 Hour||5 Business Days|
||8 Hours||Within such period of time as SCW deems appropriate given the nature of the issue.|
||1 business day||2 business days|
SCW can adjust the severity of reported issues if our investigations have shown the severityto be incorrect.
Severity readjustment is commonly used in circumstances where a ticket is submitted as ClassA or Class B but contradicts the definition above.
SCW may also increase the level of severity if the issue is considered to be more seriousthan initially reported
Before closing an incident, the SCW help desk will seek confirmation from the Customerthat the incident has been resolved.
General Description of Service Levels
Uptime and Performance Service Levels
|Commitment||System response time measure||System response Time % of Service period that response times will be met|
(a) The provisions for scheduled maintenance are as follows :
|Duration||Maximum of two (2) hours|
(b) Unplanned maintenance including corrective actions to be taken by SCW to resolve an incident.
a. ENGLAND AND WALES
Secure Code Warrior Limited
Company Number 08559432
4 Ironstone Way
Brixworth, Northampton. NNG 9UD
b. NEW SOUTH WALES
Secure Code Warrior Pty Limited
ABN 97 608 498 639
c/o Vital Addition
5, 120 Sussex Street
Sydney. NSW 2000
Secure Code Warrior BVBA
Baron Ruzettelaan 5
bus 3 8310 Brugge
Security Code Warrior Inc
265 Franklin Street, Suite 1702
Boston MA 02110
Borgatun 24, 105,
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We will retain this information for a period of 24 months from the date of our last contact with you unless, where you are entitled, request that we delete this information.
We will retain this information for the duration of the Competition, and for a period of 12 months from the date of our last contact with you unless, where you are entitled, request that we delete this information
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