Service Level Agreement

This Service Level Agreement ("SLA") sets out the availability, support and maintenance commitments that apply to every SOVA subscription. It forms part of the SOVA Terms of Service.

1. Built for continuity

SOVA makes network access decisions on the SOVA Appliance in your own network. A temporary interruption of the SOVA cloud service therefore does not interrupt network access for your users and devices. They continue to connect according to your policies, and the console, reports and insights resume as soon as the cloud service is available again.

2. Definitions

• SOVA Cloud Service means the SOVA console and the cloud services to which SOVA Appliances connect.
• SOVA Appliance means the SOVA software running on infrastructure that the Customer operates. Because its availability depends on that infrastructure, it is not part of the availability measurement in section 3. Steelborn supports it as described in section 4.
• Business Hours means Monday to Friday, 09:00 to 18:00 Central European Time (CET/CEST), excluding public holidays.
• Monthly Availability means the percentage of minutes in a calendar month during which the SOVA Cloud Service is available, not counting Excluded Downtime.

3. Availability

Steelborn uses commercially reasonable efforts to provide the SOVA Cloud Service with a Monthly Availability of at least 99.9%. Monthly Availability is measured by Steelborn.

The following is Excluded Downtime and does not count against Monthly Availability:

• scheduled maintenance announced in accordance with section 5;
• urgent maintenance needed to address a security vulnerability or to protect the service;
• unavailability caused by the Customer's systems, network, internet connection or the infrastructure on which the SOVA Appliance runs;
• unavailability caused by events beyond Steelborn's reasonable control, including failures of public internet networks; and
• suspension of the service under the Terms of Service, and features identified as preview features.

Steelborn notifies Customer administrators of significant incidents affecting the SOVA Cloud Service and keeps them informed until the service is restored.

4. Support

Support is included in every subscription. Customer administrators can contact Steelborn support at [email protected] at any time; requests are handled during Business Hours according to their priority.

• The initial response is the first response from a Steelborn support engineer who has started work on the request. Steelborn works on Critical requests with priority until the service is restored or a workaround is in place.
• Steelborn assigns the priority based on the impact described by the Customer, and adjusts it if the impact changes.
• To help Steelborn resolve a request quickly, the Customer describes the issue and its impact, and provides diagnostic information when requested.

5. Maintenance and updates

• Steelborn announces scheduled maintenance of the SOVA Cloud Service at least 3 Business Days in advance, by email or in the console, and schedules it outside Business Hours where possible.
• Because access decisions are made on the SOVA Appliance, network access for your users and devices continues during maintenance of the SOVA Cloud Service.
• Software updates for the SOVA Cloud Service and the SOVA Appliance are included in every subscription.

6. Enterprise service levels

For customers with more than 1,000 concurrent sessions, Steelborn offers enhanced service levels by written agreement. These can include a financially backed availability commitment with service credits, extended support hours, faster response times and a named technical contact. For such a customer, the terms of that written agreement take precedence over this SLA.

7. Remedies

Service credits are provided under enterprise service levels agreed in accordance with section 6. For all other subscriptions, the warranty and remedies in the Terms of Service apply if the SOVA Cloud Service does not perform as described.

8. Changes to this SLA

Steelborn may update this SLA. It will not reduce the service levels during a billing period that the Customer has already paid for, and it gives at least 30 days' notice of material changes.

9. Contact