|
Service Type |
Description |
Service Level Targets |
|
Operational Hours |
Hours for which the TI Solution is intended to be available for access by the Customer |
24 hours per day, 365 days a year* |
|
System Availability |
The percentage of Operational Hours that the TI Solution is available for access and data input by Customer |
99% uptime* |
|
Product Support |
Response time for support by email and/or by phone |
Urgent Issues** – up to 1 hour for first response Non-Urgent issues - up to 4 hours for first response |
* Excludes: scheduled and emergency maintenance; emergency upgrades; Force Majeure Events; DNS issues beyond the control of Rapid7; “false-positive” service breaches reported as a result of outages or errors of measurement system; any negligence, willful misconduct, or use of TI Solution by or on behalf of the Customer in breach of the Agreement; and/or issues associated with the Customer’s LANs, ISPs or other Internet connections.
** “Urgent” means a major problem that prevents the Customer from completely using the TI Solution.