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Service Level Agreement (SLA)

Cloud Services Support Policy

Qualys Standard Support shall include the following:

Cloud Services Updates

Updates may be made to Cloud Services for many reasons including, but not limited to the following: security fixes, critical patches, general maintenance, functionality, and documentation. Qualys is under no obligation to develop any future functionality or enhancements. If an update for the Cloud Services is made available to Customer pursuant to these Cloud Services Support Policies, it shall automatically replace the previous version of the applicable Cloud Services. Where practical, Qualys will schedule such Cloud Services Updates during non-business hours and will provide Customer with notice.

Support

Any Customer User may log a support request via web-based ticketing system or telephone on a 24x7 basis. Qualys shall process support requests using a ticketing procedure so that each query shall receive a ticket number and may be tracked until it is satisfactorily resolved.

Qualys will use commercially reasonable efforts to ship a replacement Hardware unit to Customer within 48 hours of Qualys’ remote validation of a Hardware Error. Hardware Errors that impair Customer’s access to the Cloud Services will not be considered a lack of availability under Critical.

Classifying a Support Incident

Qualys Support shall identify the severity of the support request, based on the evidence provided by Customer and the definitions set forth in the below table. All new support cases are created, by default, as Severity 3. If Customer believes that the support request should be classified as something other than Severity 3, it is recommended that Customer phone the request in to Support and request the higher Severity level to reduce delays in initial response.

Upgrade/Downgrade of Severity Level

If, during the support request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production operation of the Cloud Services offering, then the severity level will be upgraded or downgraded by Qualys accordingly to the severity level that most appropriately reflects its current impact.

Cloud Services Support Target Response Times

The times set forth below are response times to a ticket logged via web or by phone. These times should not be deemed to be resolution times. Qualys does not guarantee resolution times. A resolution may consist of a fix, workaround, service availability or other solution Qualys deems reasonable. Qualys will use reasonable efforts to meet the target response times stated in the table below.

Severity Definitions and Targeted Response Times

Severity

Definition

Targeted Response Times

Severity 1 Critical

Production issue that severely impacts Customer use of the Cloud Services. The situation halts Customer business operations and no procedural workaround exists.

Service is down or unavailable.
Data is corrupted or lost and must be restored from backup.
A critical documented feature / function is not available.

Severity 1 issues may require Customer to have dedicated resources available to work on the issue on an ongoing basis with Qualys. If Customer does not provide such dedicated resource, then Qualys shall not be liable for related delays.

2 hours or less. Qualys will provide continuous efforts to resolve a Severity 1 error until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity level.

Severity 2 High

Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of Customer business operations and no reasonable workaround exists.

Cloud Services are operational but exhibit highly degraded performance to the point of major impact on usage.

Important features of the Cloud Services are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

12 hours or less. If a workaround is not available, reasonable efforts will be made to release an emergency patch to resolve or mitigate the issue or to allow the severity level to be reduced.

Severity 3 Medium

There is a partial, non-critical loss of use of the Cloud Services with a medium-to-low impact on Customer business, but Customer business continues to function. Short-term workaround is available, but not scalable.

2 business days.

Severity 4 Low

Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, best practice, installation or configuration, bug affecting a small number of users. Acceptable workaround available.

Changes to Support

Qualys reserves the right to modify this Cloud Services Support Policy at any time upon thirty (30) days notice to Customer provided that Qualys shall not materially reduce the service levels stated in this Cloud Services Support Policy. Such notice may be provided by email or by posting the revised terms on Qualys’ website. Any change will be binding and effective thirty (30) days after publication of the change on Qualys’ website(s), or upon notification to Customer by email. If the change materially alters the service levels provided herein, Customer may notify Qualys in writing and request to terminate the Agreement and receive a refund of fees paid, prorated from the date of termination to the end of the then-current Subscription Term. By continuing to the Cloud Services after thirty (30) days after the notice is provided or the changes are posted, then Customer agrees to abide by and be bound the modifications.