This Service Level Agreement ("SLA") describes certain service level targets applicable to Simulint’s BlueSphere Offerings. This SLA applies only if expressly incorporated by reference in an applicable Order and is subject to the Simulint Terms and Conditions (the "Agreement"). In the event of a conflict, the Agreement shall control.
1. Scope.
This SLA applies to the following Offerings, as applicable:
BlueSphere Fabric Services
BlueSphere Shield Services
This SLA governs response times, resolution objectives, incident handling, and service credits.
2. Definitions.
"Business Hours" are standard U.S. business hours, excluding U.S.national holidays and days when U.S. financial markets are closed.
"Resolution Time" is the elapsed time between ticket creationand implementation of a mitigation, containment, workaround, or action plan.Resolution does not require full remediation unless expressly stated.
"Response Time" is the elapsed time between ticket creation inSimulint’s system of record and initial acknowledgment and engagement bySimulint personnel.
"Severity Levels" are determined by Simulint in goodfaith based on impact and urgency as Critical, High, Medium, or Low
3. Service Level Targets.
BlueSphere Fabric Services
Standard Support Requests – Response: 1 business hour | Resolution: 1 business day
Hardware Requests – Response: 1 business hour | Resolution: 10 business days
Critical Outage – Response: 30 minutes | Resolution: 4 hours
BlueSphere Shield Services
24×7 SOC Monitoring – Response: 15 minutes
Resolution Targets:
Critical – 4 hours
High – 1 business day
Medium / Low – 3 business days
Additional Services
Email Security – Response: 1 business hour | Resolution: 1 business day
Password Manager Support – Response: 1 business hour | Resolution: 1 business day
Phishing Simulation & Training – Response: 4 business hours | Resolution: 2 business days
Vulnerability Scanning – Response: 1 business day
Scan Initiation – 2 business days
Report Delivery – 5 business days
4. Measurement.
All SLA measurements are based solely on Simulint’s ticketing and monitoring systems, which constitute the authoritative record.
Time begins when a ticket is created or alert is generated and pauses when awaiting Client input or third-party dependencies.
5. Exlusions.
This SLA does not apply to:
Failures caused by third-party systems
Client misconfiguration or misuse
Unsupported environments
Force majeure events
Delays caused by Client actions or inaction
6. Service Credits.
Service credits are not automatically applied. To be eligible, Client must submit a written request within ten (10) business days of the alleged failure, including reasonable supporting detail.
Simulint will review requests in good faith and determine applicability based on its system of record.
Simulint has no obligation to proactively monitor or calculate SLA compliance for purposes of issuing service credits.
Service credits apply only to material and repeated failures and do not apply to isolated or minor deviations.
If applicable:
Missed Response Time – 5% of applicable monthly fees
Missed Resolution Time – Additional 5%
Total service credits are capped at 10% of monthly fees.
Credits are applied to future invoices and are the sole and exclusive remedy.
7. Client Responsibilities.
Client agrees to:
Provide timely and accurate information
Maintain supported configurations
Respond promptly to requests
Provide necessary system access
8. Limitiations; No Guarantee.
All service levels are targets only and not guarantees of performance, availability, or outcomes.
Simulint does not guarantee detection, prevention, or remediation of all threats.
Performance may be affected by factors outside Simulint’s control.
This SLA is subject to the disclaimers and limitations in the Agreement.
9. General.
This SLA applies only if incorporated into an Order and may be updated by Simulint for new Orders.
