Service Level Agreement
This document outlines the service levels for Genians Next-Gen ZTNA solution, which includes the Genian ZTNA Software with the valid maintenance, Cloud-managed ZTNA Subscription and Genian ZTNA 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
- 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 |
| 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 ZTNA Appliances. The following services are provided only to the customer who purchases Genian ZTNA 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.