Service Availability

Table 1 Service Availability Service Level Agreement

Managed Perimeter Service is considered to be available as long as at least one feature of the service is in function at X% of the time where ‘X’ is calculated monthly based on the following formula:

X% = 1 - ( A / (30 days x 24 hours x 60 minutes) )

where ‘A’ is the time in minutes the service is not available or functioning. ‘A’ is based on the fault records generated by SPTel Case Management.  The following are key exceptions where non-availability of the service is not included in ‘A’:

• The customer connectivity to the service is disrupted by an event related to another service. 
• The Managed Perimeter Protection platform is compromised by an unmitigated attack the likes of DDoS.  SPTel reserves the right to withdraw all service offers at any time without providing further explanation if the customer is deemed to be executing irresponsible customer behaviour.
• SPTel has chosen to withdraw the service in observation of product policies, and has duly informed the customer of the service withdrawal
• Scheduled maintenance, where SPTel has informed customer in advance that service will be unavailable
• The service becomes unavailable due to inadequate utility provision by customer (E.g. power outage at customer premise)

Please refer to the full product specific terms & conditions for details.

High Severity Security Notifications

The following table illustrates the Notification SLAs for Managed Perimeter Protection service.  

Table 2 Notification Service Level Agreement for High Severity events

• Only high severity incidents will be subject to this SLA
• The notifications will be delivered the Case Management module in Customer Portal 
• The above SLAs are applicable only to the standard notification protocol defined by SPTel
• Customized notification protocols are excluded by default from these SLAs unless otherwise agreed