Service Level Agreement
=======================

This document outlines the service levels for Genians Next-Gen NAC solution,
which includes the Genian NAC Software with the valid maintenance,
Cloud-managed NAC Subscription and Genian NAC Appliances with the valid
extended coverage.

Software Upgrade & Patch
------------------------

Genians will provide software upgrade and patches to customers who purchase
valid maintenance service or subscribe to the cloud services.

- At least 2 updates per year are provided to improve the function. (Including
  Major version upgrades)
- At least 4 updates per year are provided to fix errors.

Technical Support Services
--------------------------

Standard Online Support Service
```````````````````````````````

The service will be provided by Genians via Email, Slack, and Online forum at
Genians.com. The following services are included in the subscription fee.

- Public Channel
    - Answers (Online forum) on genians.com
    - Slack Channel (#qna)
- Private Channel
    - Email
    - Dedicated Slack Channel
    - Remote control (if needed)
- Support hours
    - 24x5 (Monday~Friday)
- Initial Response Time
    - Level 1 (Critical Business Impact): Within 4 Hours
    - Level 2 (Significant Business Impact): Within 8 Hours
    - Level 3 (Minimal Business Impact): Within the next business day

Advanced Support Services
`````````````````````````

Advanced or additional services like on-site visit, 24x7 can be provided by
Genians certified partners. Learn more https://www.genians.com/with-partners/

Service Availability (Cloud-managed only)
-----------------------------------------

Service Uptime
``````````````

Genians will guarantee to manage Genians Cloud-based Services (Policy Server,
Device Platform Intelligence) 99.9% uptime during the subscription period. If
Genians fails the service uptime, Service Credit (See the table below) will be
applied to the following subscription month/year (or any subsequent month/year)

.. list-table::
   :widths: 10 20
   :header-rows: 1

   * - Service Availability Level
     - Service Credit
   * - 99.8% - 99.0%
     - 10% of total subscription fees applicable to month/year in which failure occurred
   * - 98.9% - 98.0%
     - 20% of total subscription fees applicable to month/year in which failure occurred
   * - 98.9% - 98.0%
     - 30% of total subscription fees applicable to month/year in which failure occurred
   * - Below 96.0%
     - 50% of total subscription fees applicable to month/year in which failure occurred

Customer must inform any issues related to the service uptime immediately to
Genians online support team via Slack or Email. Customer must inform Genians
online support team within thirty (30) days from the time Customer becomes
eligible to receive a Service Credit. Failure to comply with these service
credit request terms will forfeit Customer’s right to receive a
Service Credit.

Software Upgrade & Maintenance
``````````````````````````````

Genians will inform customers via Slack or Email in advance for the purpose of
the following reasons:

- Upgrading the software on a regular or irregular basis
- Maintaining the system for the purpose of improving functionality and
  providing stable service.

Genians Appliance
-----------------

Customer can use either their own hardware or Genian NAC Appliances. The
following services are provided only to the customer who purchases Genian NAC
Appliances.

Warranty
````````

Genians provides 90 days warranty. Once the failed appliance is received by
Genians, the repaired device will be shipped within two days.

Extended Coverage
`````````````````

- Basic Care (BC)

  - Once the failed appliance is received by Genians, the repaired device will
    be shipped within two days.

- Instant Replacement (IR)

  - Basic Care Included
  - Genians will ship replacement appliances in advance once the appliance
    fault is confirmed by Genians.
  - If the customer purchases an IR program for four consecutive years from the
    time of appliance purchase, Genians provides new appliance.