Document Summary

Service Level Agreement (SLA)

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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:

(a) Online Access: On-line access to the Service during the Service Hours excluding scheduled downtime as defined in this schedule or as otherwise agreed in writing between the parties.
(b) Maintenance and Support Services during the Service Hours.
(c) Data back-ups in accordance with section 5.
(d) Application management: (1) application upgrades, (2) delivery of application maintenance updates

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.


Release Strategy

(a) SCW will inform Customer regularly of the timing and contents of new releases to the Service. Customer may provide suggestions and input to SCW regarding any planned or requested new features. SCW shall, at its sole discretion, consider whether Customer’s suggestions shall be included in a subsequent release as part of the Maintenance and Support Services.
(b) Except where a product enhancement cost has been agreed with the Customer, such new releases to the Service shall be made at no cost to the Customer.
(c) SCW shall document any such changes in release notes which shall be made available to the Customer as soon as possible, but no later than the date any new release is issued.

Support Services & Responsibilities

(a) SCW shall provide the support services in English.
(b) SCW shall notify Customer of all material incidents that have an impact on the Service provided to the Customer
(c) SCW shall be responsible for:
    (i) The availability of the Service.
    (ii) Solving incidents and problems raised by the Customer Help Desk.
    (iii) Implementing changes to the Service required as a result of solving incidents.
    (iv) Communicating the status of incidents to the Customer Help Desk.
    (v) Communicating information about planned system changes of outages to Customer and the subsidiaries in a timely manner.
    (vi)Responding to each incident in line with the specified actions for each incident class.
(d) Customer is responsible for:
    (i) Raising incidents to the SCW help desk through a centralized Customer Help Desk.
    (ii) The Customer must nominate at least 2 authorized Support Contacts and notify SCW of their names and contact details immediately following the date of the Agreement.
    (iii) Incidents and service requests must be reported via any of the supported service channels.
    (iv) No phone support is provided directly to Users.
    (v) The Customer must not publish SCW’s contact details on their intranet, website, or anywhere else.

Service channels

Channel Days/Hours
Knowledge Base ( 24/7
Email ( 24/5 service hours
Support widget on the platform 24/5 service hours

Incident management

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.

Incident categorization

Class A
    Severe Impact Provision of Service Failure
  • An incident that results in the loss of all or a significant portion of the service and impacts a majority of the users.
1 Hour 24 hours
Class B
    Major Impact Provision of Service Failure
  • The service is accessible by means of a workaround, or only a small number of users are impacted Or an incident which materially affects the performance of the Services in a negative manner or materially restricts the Customer and the Subsidiaries’ use of the Service.
4 Hour 5 Business Days
Class C
    Moderate impact
  • Incidents occur which do not individually represent a failure of the service but are agreed as defects Or an incident which only has a minor effect on the Customer’s use of the Service or an Incident which is not a Class A or B incident
8 Hours Within such period of time as SCW deems appropriate given the nature of the issue.
Class D
    Low impact
  • A general question or concern raised by the Customer concerning the use or implementation of the Service
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

Closing Incidents

Before closing an incident, the SCW help desk will seek confirmation from the Customerthat the incident has been resolved.


General Description of Service Levels

  • (a) Unless otherwise specified, the measurement period for the Service Levels is each Service Period.
  • (b) Where Service Levels are described as “targeted”, such targeted Service Level measurements represent the expected performance levels of the Service under normal operating conditions, but such targeted measurements are for guidance only and do not constitute any obligations or liabilities on the part of SCW and any failure to meet such targeted Service Levels shall not be construed in any way as a breach by SCW of this Agreement.
  • (c) In the event that Service Levels fail to meet the targeted Up Time and/or the targeted System Response Time metrics in any Service Period, SCW’s obligations are limited to providing analysis and explanation of the reason(s) and proposed reasonable measures to eliminate the undershoot. Such measures may require changes either in the usage of the Services by the Customer or of the Services by SCW.
  • (d) Where Service Levels are described as ‘contracted’, such contracted Service Level measurements represent the actual performance levels of the Service under normal operating conditions and a failure to meet such contracted Service Levels will result in Service Credits being calculated.

Uptime and Performance Service Levels

(a) The Service Levels apply to the SCW learning platform and shall be measured over the Service Hours except for scheduled maintenance periods.
(b) The metrics used to measure performance of the Service are as follows:
    (i) System Response Time
    (ii) Up Time
    (iii) Maintenance Window
(c) The point of measurement for all Services monitoring with respect to System Response time shall be the servers at the SCW sub-processor data center. Response times exclude the transaction cycle times on communication links from the data center to the Customer’s end-user
Commitment System response time measure System response Time % of Service period that response times will be met
Targeted 5 seconds 90%
Contracted 10 seconds 99.5%
Contracted 15 seconds 99.75%

Maintenance Windows
    (a) The provisions for scheduled maintenance are as follows :

Frequency Weekly
Duration Maximum of two (2) hours

    (b) Unplanned maintenance including corrective actions to be taken by SCW to resolve an incident.

Service Level Exclusions
The parties agree that the Service Levels shall not apply if one or more of the following exists:
(a) Suspension of the Service to carry out planned or routine maintenance.
(b) Adverse impact on Up Times or Response Times due to the malfunction ofCustomer-owned or controlled firewalls, networks, or connectivity.
(c) Adverse impact on Up Times or Response Times due to a ForceMajeure event(s)

(a) SCW shall take a backup of all Customer data:-
    (i) Incremental Backup: Every Minute, retained for 24 hours
    (ii) Full backup: Every 6 hours, retained for 2 calendar days.
    (iii) Full backup: Every day retained for 7 calendar days.
    (iv) Full backup: Every week retained for 4 calendar weeks.(v) Full backup: Every month retained for 13 months.
(b)Such backup shall be stored at a separate, secure, location to the production environment.
(c)Backup data shall only be used for resolving incidents in the SCW Platform. Backup data is not intended to be used (and in most cases won't be able to be used) to recover data accidentally deleted by Customer. Accidentally deleted data does not classify as an incident.


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