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<br /> 8 <br />Service Level Agreement1 <br /> <br />CI Product Description Service Level SLA Credit <br />Critical Insight <br />Platform <br />(CI-P) <br /> <br />Collect, normalize, <br />store, transmit, and <br />retain security event <br />data <br />99.9% uptime in a given month <br />for the Critical Insight Collector <br />while client network is functional <br />2% of <br />Monthly Fee <br />Maintenance of Critical <br />Insight Collector <br />Replacement devices shipped <br />within 3 business days of failure <br />2% of <br />Monthly Fee <br />Managed Detection <br />and Response <br />(CI-MDR) <br />Evaluate security alerts <br />and determine if they <br />are false positives or <br />actual incidents <br />99% of events escalated to <br />analyst for review in a given <br />month evaluated within 90 <br />minutes <br />2% of <br />Monthly Fee <br />Incident Reporting and <br />Remediation Follow-ups <br />99% of confirmed incidents in a <br />given month reported to <br />customer within 30 minutes of <br />confirmation <br />2% of <br />Monthly Fee <br />Continuous <br />Vulnerability <br />Identification <br />(CI-CVI) <br />Scheduled vulnerability <br />scanning of customer <br />network; report upload <br />of scan results <br />As vulnerability scans complete, <br />report data uploaded to <br />customer portal or delivered to <br />customer within 48 hours of scan <br />completion <br />2% of <br />Monthly Fee <br /> <br />1. Service Level Agreements only apply to products in General Availability. Alpha and Beta products <br />are not subject to this SLA. Please see page 1 for a list of products and their commercial <br />availability status.