Portnox Service Level Agreement

Portnox Service Level Agreement

Introduction

This Service Level Agreement (“SLA”) outlines the service levels applicable to Customers, as applicable, who have purchased Support Services as indicated on such Customer’s Order and pursuant to the End User Subscription Agreement (the “EUS Agreement”) by and between Portnox Security, LLC and affiliated entities (“Portnox”). All terms and conditions specified below are subject to EUS Agreement and any terms capitalized but not defined herein have the meanings ascribed to them in the EUS Agreement.

If you are a customer of a MSSP that has signed up for the Portnox Products through such MSSP, or an end user of any such customer, this SLA does not apply to you and any and all support Products with respect to any product or service offering of Portnox shall be provided to you directly by the MSSP and shall be governed by the agreement governing your relationship with such MSSP.

Customer Obligations:

1. Portnox’s obligation to provide the service support is conditioned upon Customer using the Products in accordance with the terms and conditions of this SLA, the EUS Agreement, and any and all written instructions and guidance provided by Portnox via the Products or otherwise from time to time.

Portnox Obligations:

Portnox will use commercially reasonable efforts to respond promptly to all reasonable service requests from Customer regarding the use of the Products according to the relevant service and severity levels, and response and resolution times as set forth below.

Support Program Limitation:

Support doesn’t include the development of custom scripts, reports, templates, SQL queries, perform analysis of or troubleshoot performance problems related to third-party products or SQL or OS issues.

Portnox will not take control of a company’s environment to perform full installations, configurations, migrations, or upgrades.

Portnox continues to recommend that all devices be configured and upgraded where possible to use the latest versions of TLS and other encryption protocols to ensure security, especially as TLS 1.0 and other deprecated security protocols are not considered secure by CISA and other governing agencies. While Microsoft Azure is planning on blocking support of TLS 1.0 and 1.1 for certain web services, Portnox RADIUS authentication will continue to support these older protocols.

Portnox does not go on-site to the company to perform any support in conjunction with the Support Services.

DISCLAIMER: Portnox takes security seriously, and as part of our regular process we review and update libraries to maintain a highly secure service, in strict compliance with SOC2 and ISO27001 standards. Portnox is vendor agnostic, however, Customers using software or equipment, or versions no longer supported by that software or hardware’s manufacturer and/or no longer capable of being upgraded to the latest security standards and encryption cyphers available are not and cannot be reasonably covered by this SLA. Portnox encourages all Customers to maintain infrastructure in keeping with then-current best-practices with respect to security including applying all manufacturer recommended patches and updates.

Support Highlights:

• On-line (Web, Email) trouble ticket case management
• Access to the knowledge base
• Unplanned service disruption notifications
• Planned service update notifications

Severity Levels and SLAs are as follows:

Severity Level	Description
P1 - Urgent	Critical Business Impact: A serious outage or major malfunction of production systems, network infrastructure, or authentication services resulting in the majority of users being unable to perform their normal functions. This includes widespread or total service disruption with no workaround. The specific functionality is mission-critical to the business and the situation is considered an emergency. Qualifying Conditions Production application, server, or network is down or inaccessible. Majority of users are unable to log in or authenticate (e.g., via TACACS+, RADIUS). Critical authentication or authorization failures across production systems. Services are unavailable or unresponsive, affecting majority of users or critical business operations. Devices are unavailable or unreachable due to network or connectivity issues. No alternative access to the network or systems is available. The issue affects all users or a significant portion of the organization, making it an emergency. Note: If the incident affects all users or all critical systems, it is automatically classified as P1 - Urgent.
P2 - High	Significant Business Impact: Partial service degradation or performance issues affecting a high number of users or devices. Some users are unable to perform critical functions, and no viable workaround exists.  Major feature/product failure; inconvenient workaround or no workaround exists. Portnox is functioning in a limited capacity and/or functionality is severely restricted. The specific functionality is mission-critical to the business and the situation is considered an emergency. Qualifying Conditions Authentication or access issues affecting a subset of users or devices. Authorization failures preventing users from accessing necessary resources or performing job functions. Network or connectivity issues impacting specific locations, departments, or systems. Services are intermittently unavailable or degraded for a significant group of users. Policies not applying correctly to Site/NAS, impacting access control or security enforcement. Service interruptions to some, but not all, devices/users. (Examples: Authentication or access not functional for some devices/users but functional for others. Authorization not functioning, policies not applying to Site/NAS, cannot perform mission critical activities.
P3 - Medium	Minimal Business Impact: Non-critical features are unavailable or degraded. A workaround exists, and most users can continue working with minimal disruption.  Minor feature or function failure occurs that has minor impact on operational functionality. Qualifying Conditions: Minor authentication or access issues with available workarounds.  Performance issues that do not block core functionality.  Limited impact on a small number of users or non-critical systems.
P4 - Low	No Business Impact: Cosmetic issues, general questions, or enhancement requests. No impact on system functionality or user productivity. Qualifying Conditions: Informational requests or documentation clarification.  Minor UI issues or non-functional elements. Suggestions for future improvements.

 

Portnox Targeted Response Times:

Severity Level	Initial Response	Resolution
P1 - Urgent	Within 2 Hours	Continuous work until a workaround is provided, or issue is resolved
P2 - High	Within 4 Hours	Work, in accordance with then current priority, during business hours, until workaround is provided, or issue is resolved
P3 - Medium	Within 8 Hours	Work, in accordance with then current priority, during business hours, until workaround is provided, or version release required
P4 - Low	Within 24 Hours	Portnox will attempt to resolve or provide a fix upon the next version release

Portnox, at its option, reserves the right to refuse to provide such Support Services and/or to charge Customer with Portnox’s then-current rates for performing the said Support Services due to: (a) planned updates and maintenance to the Products that are communicated to customers in advance via our status page; (b) relocation, movement, improper operation, neglect or misuse of the Products; (c) Customer’s failure to maintain proper site or environmental conditions; (d) the fault or neglect of Customer or Customer’s agents or employees; (e) any attempt at repair, maintenance or modification of the Products performed by anyone other than authorized Portnox service personnel or third parties; (f) a casualty, act of God or the unauthorized act of any third party; (g) failure or interruption of any electrical power, telephone or communication service or like cause; (h) any other cause external to the Products except for ordinary use; or (i) Customer’s failure to install any update to the Products that Portnox make available within sixty (60) days of such update’s release (each of (a) through (i), a “Permitted Outage”).

Portnox SaaS SLA:

For the duration of the Term, and provided that the Customer’s software and hardware infrastructure is actively supported by the vendors that provided that infrastructure and is correctly configured in accordance with that vendor’s guidelines, the Portnox Products will be operational and will function in accordance with the Documentation 99.999% of the time in any calendar month (“Service SLA”). Except for Permitted Outages, which shall be excluded from all uptime calculations, if Portnox does not meet the Service SLA, Customer is entitled to receive the Service Credits described below (each a “Service Credit”). Any Service Credit issued for a particular month will be calculated as a percentage of the Service Fees, as applicable for such month (for purposes of this SLA, the “Fees”). This provision states Customer’s sole and exclusive remedy for any failure by Portnox to meet the Service SLA.

Definitions:

• “Downtime” means the time in minutes that Customer is unable to access the Products, in all cases due to failure or malfunction of the Portnox SaaS except in connection with Permitted Outages. Downtime does not include any unavailability of the Products due to planned updates and maintenance to the Products. Downtime is measured based on server-side errors from our Radius server.
• If uptime is less than the Service Availability Level in any month during the Term, Portnox will issue a Service Credit in accordance with the following schedule:
• If the Services Availability in the aggregate falls below 99.999% for any one (1) calendar month, a Service Credit will be available for each additional hour during that same calendar month that the Service is unavailable rounded up to the full hour. Each Service Credit will be equal to one (1) hour of the annual contract value.

Customer Must Request Service Credit
To receive any of the Service Credit described above, Customer must notify Portnox support within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.

Maximum Service Credit
The aggregate maximum percentage of Service Credits to be accrued by Portnox to Customer for all Downtime that occurs in a single calendar month shall not exceed twenty-five  percent (25%) of the total Fees applicable to such month.

Portnox will apply Service Credit value by way of discounts to be applied to future Fees, service purchases and/or renewals.

Important Support Highlights:

• Access to the knowledge base
• Full reporting and live updates for all incidents and planned maintenance updates, past, present and future. (subscribe here)
• Support teams offering regional coverage in AMER, EMEA and APAC with best-in-class network professionals

Hours:

• 8 AM – 5 PM CT -  AMER  (North/South America)
• 7AM – 4PM UK - EMEA  (Europe, Middle East & Africa)
• 7AM – 4PM PST - APAC   (Asia and Pacific)

Methods to Submit Cases:

• Customers may call the phone line for a support engineer 24 x 5 x 365. Priority set based on the severity level and SLA definitions described below.
• Submit a case via the Portnox Support Center portal. Customers are able track all cases associated with their company, and comment on cases. Priority set based on the severity level and SLA definitions described below.
• Email [email protected]; system automation lists emailed cases as Medium priority. This is not ideal for emergent problems.

• Technical Support Service Level: Portnox Support Services help with fault finding and troubleshooting related to the setup and operation of Portnox Products and environments for customers under active maintenance.

• • 24 x 5 – Urgent/High priority cases submitted via Portnox Support Center portal will be supported by on-call engineers on weekends. Support is limited to Support Center and email, routine cases are worked during normal hours Monday – Friday.

If the Support Services team determines it beneficial to interact with your environment directly, your support representative may host a secure remote session to work with you and your environment. Support is provided primarily in English.

Contacting Portnox
Customers can contact Portnox using the following methods according to their paid subscription plan and benefits:

Online Support Center
Click success.portnox.com – Portnox’s Support Center portal is the central place for support Products, including trouble ticket and support case submission, company-wide ticket tracking, knowledge base, recent updates, etc. It is the recommended method of contacting support. If Customer chooses to contact support in any other way, Portnox’s support personnel will guide Customer through the Portnox’s Support Center portal to open a case for better case management and tracking.

Email Support
By sending email to [email protected]

Available Service Levels are as follows:

Features	Included with all Paid Subscriptions	Available with the Enterprise SKU
Online “Portnox Support Center” portal – trouble ticket management	✓	✓
Email trouble tickets/case submission	✓	✓
Access to the support knowledgebase	✓	✓
Resource center access	✓	✓
Unplanned service disruption notifications	✓	✓
Planned service updates notifications	✓	✓
24 x 5 Global Support	✓
24 x 7 x 365 Global Support		✓
Priority trouble ticket processing		✓
Dedicated phone line or chat channel to support engineers*		✓
Technical Account Manager (TAM) *		✓
Customer Experience Manager Escalation & Case Review**		✓

* Portnox may assign a Technical Account Manager (“TAM”) who will act as the primary technical support engineer, this engineer is not dedicated, they support multiple customers, in multiple regions.

** Coordinates, prioritizes support cases and escalations to ensure customers receive the required attention, available for case reviews.