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
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 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.