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)

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
97.9% - 96.0% 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 status page 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.

Service Incident & Scheduled Maintenance Communication Policy

This policy defines the standards and channels for communicating service availability events (maintenance and incidents) to customers. The service

Notification Policy by Type
  Scheduled Maintenance Service Incident
Email Notification Sent Not Sent
Status Page Maintenance schedule registered Incident automatically displayed
Post-Event Management Maintenance schedule removed Incident report and root cause analysis published
Scheduled Maintenance
  • Notification Criteria: Email will be sent when service interruption is expected to last more than a few minutes.
  • Notification Timing: At least 3 days in advance. In cases requiring immediate action, maintenance will be performed without prior notice.
Service Incident
  • Notification Criteria: Real-time incident status will be published through the status page.
  • Post-Incident Report: After incident resolution, root cause analysis and remediation actions will be documented and published on the status page.

Definition of Downtime

Downtime Recognition

Downtime refers to a state where customers cannot access the service at all, or the ZTNA Policy Server fails to perform normal authentication and access control functions.

SLA Exclusions & Force Majeure

The following cases are not included as downtime when calculating service availability:

Maintenance:

  • Scheduled Maintenance: System updates and maintenance periods announced in advance.
  • Emergency Maintenance: Critical security patches or urgent system stabilization measures required to protect the service.

External Factors:

  • Failures in the customer's internal network or hardware.
  • Issues caused by third-party software, cloud infrastructure providers, or Internet Service Provider (ISP) failures beyond Genians' control.

Unauthorized or Improper Use:

  • Issues caused by the customer's failure to follow recommended specifications.
  • Service disruptions resulting from unauthorized configuration changes or intentional misuse by the customer.

Force Majeure:

  • Natural Disasters: Earthquakes, floods, typhoons, fires, or other extreme weather conditions (Acts of God).
  • Conflict & Civil Unrest: War, hostilities, military operations, acts of terrorism, riots, or civil disturbances.
  • Public Health Emergencies: National emergencies, states of emergency, or widespread epidemics/pandemics that restrict business operations.
  • Governmental Actions: Government mandates, legal restrictions, or court orders that prevent or significantly delay service delivery.
  • Major Infrastructure Attacks: Large-scale cyber-attacks (e.g., DDoS) that exceed standard industry-level defense capabilities.

In the event of such exceptional circumstances, Genians will make commercially reasonable efforts to maintain service continuity and will communicate service status through available channels.

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.