SERVICE LEVEL AGREEMENT

LEGAL NOTICE:
Copyright © 2020 Access Layers US, Inc. (dba Portnox)
All rights reserved. Proprietary and confidential material.

2020
CLEAR Service Level Agreement
 Introduction
This document outlines the service levels Access Layers (dba Portnox) includes under the different Portnox
CLEAR subscription plans. All terms and conditions specified below are subject to the subscription plan of the
customer and to the subscription agreement.

Customer Obligations:
Portnox’ s obligation to provide the service support is conditioned upon the following:

a. If reported problem is not related to the Service or related Software and its operation, and
is reasonably and in good faith determined to be as a result of hardware and/or other
system or application software conflicts, Portnox reserves the right to charge additional
support fees, including but not limited to travel and expenses to diagnose the problem.

b. Customer must have either internal or 3rd-party support of the hardware, operating
systems, firewalls, proxy servers, database, and any relevant and related infrastructure so
as to allow the Service or related Software to be used.

c. Customer will (a) maintain the Service Related Software’s installation site in accordance
with the applicable specifications for the Service Related Software; and (b) maintain the
operating environment for the Service Related Software in good working order and in
accordance with the applicable end user Documentation for the Service Related Software.

d. Customer will provide Portnox with such reasonable cooperation, assistance and
information as is reasonably requested in connection with this SLA, including, but not
limited to, Service Related Software log files.

Portnox Obligations:
Access Layers will use commercially reasonable efforts to respond promptly to all reasonable service
requests from Customer or Authorized MSP / Partner regarding the use of the Service according to the
relevant service and severity levels and response and resolution times as defined below.

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CLEAR Service Level Agreement
 Available Service Levels are as follows:

Service Standard Premium

On-line (Web, Email) trouble tickets Management  
Access to the support knowledge database  
Resource center access  
Trouble ticket response time Business hours 24x7x4
Direct phone access to support engineers 
Priority trouble ticket processing 
Unplanned service disruption notifications  
Planned service updates notifications  
Dedicated Technical Account Manager TBD

Severity Levels:

Severity Description
Level
Level 1 Critical Business Impact: Customer’s production use of Portnox service/products is
stopped or so severely impacted that the customer cannot reasonably work or
business is severely impacted:

Severity Level 1 problems could have the following characteristics:

• Portnox service is down and no local bypass is configured or working
properly
• Critical Portnox service functions are not working
• Portnox is blocking or otherwise impacting critical access and/or functions.

Level 2 Significant Business Impact: Important service/product features are unavailable

with no acceptable workaround. Portnox is functioning in a limiting capacity and/or
functionality is severely restricted.

Severity Level 2 problems could have the follow characteristics:

• Severely degraded performance
• Service error or issue forcing reboot or recovery
• Key functionality unavailable but system is operational in a restricted
fashion

Level 3 Minimal Business Impact: Product feature unavailable but a workaround exists and
the majority of functions are still available and useable. Minor feature/function
failure that has minor impact on operational functionality.

Severity Level 3 problems could have the following characteristics:

• Error message with work around
• Minimal performance degradation
• Incorrect or unexpected product behavior with minor impact to operation

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CLEAR Service Level Agreement
 Level 4 No Business Impact: Minor problem or question that does not affect Portnox
function or operation. General questions, documentation issues or enhancement
requests. There is no impact to usage or customer’s operation.

Severity Level 4 problems could have the following characteristics:

• Minor problems or issues with solution that have no impact on operation
• Enhancement request
• Product documentation issues

Portnox Targeted Response Times:

Service Type Standard Premium

Severity Level Initial Resolution Initial Resolution
Response Response
Level 1 Within 4 Continuous work Within 2 Continuous work until
Business through business Hours workaround is provided or
Hour hours until issue is resolved
workaround is
provided or issue is
resolved
Level 2 Within 8 work according to Within 4 work according to priority
Business priority through Business through business hours
Hours business hours until Hours until workaround is
workaround is provided or issue is
provided or issue is resolved
resolved
Level 3 Next work according to Within 8 work according to priority
Business priority through Business through business hours
Day business hours until Hours until workaround is
workaround is provided or version
provided or version release required
release required
Level 4 Next work according to Next work according to priority
Business priority through Business through business hours
Day business hours until Day until workaround is
workaround is provided or version
provided or version release required
release required

Company, at its option, reserves the right to refuse to perform such services and/or charge Customer
with Company’s then current rates for performing the said services due to: (a) relocation, movement,
improper operation, neglect or misuse of any Service/Software Program; (b) Customer’s failure to
maintain proper site or environmental conditions; (c) the fault or neglect of Customer or Customer’s
agents or employees; (d) any attempt at repair, maintenance or modification of any Service/Software
Program performed by anyone other than authorized Company service personnel or third parties; (e)
casualty, act of God or the unauthorized act of any third party; (f) failure or interruption of any electrical
power, telephone or communication service or like cause; (g) any other cause external to the
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CLEAR Service Level Agreement
 Service/Software Program except ordinary use; or (h) Customer’s failure to install an Update within sixty
(60) days of such Update’s release.

Planned Service Updates

Company will provide and the Customer agrees (i) to install Updates to the Software Program covered
under this SLA once made available; and (ii) to install and test recommended Updates in order to resolve
outstanding issues (iii) to have updates / new versions delivered without prior approval of the customer.

Customer accepts sole responsibility for any compatibility problems between the Software Program and
any other application software or non-current software programs not maintained or supported by
Company.

Portnox Clear Service SLA:

For the duration of your Portnox CLEAR Service, the Portnox CLEAR Service will be operational and
available to handle device authentication requests 99.9% of the time in any calendar month (“Service
SLA”). If Portnox does not meet the Service SLA, Customer is entitled to receive the Service Credits
described below (each a “Service Credit”). Any Service Credit issued for a particular month will be
calculated as a percentage of the Service Fees for such month. If Portnox fails to meet the minimal
Service SLA (<97.5%) for any three months during a twelve-month period, Customer may cancel the
Portnox CLEAR Service and receive a prorated refund of any fees paid in advance. This Portnox Clear
Service SLA provision states Customer’s sole and exclusive remedy for any failure by Portnox to meet
the Service SLA.

Definitions:
• “Downtime” means the time in minutes that Customer is unable to access the Portnox CLEAR
Service, in all cases due to failure or malfunction of the Portnox CLEAR Service. Downtime does
not include any unavailability of the Portnox CLEAR Service due to Planned Service Updates.
Downtime is measured based on server-side errors.
• “Portnox CLEAR Service” means Portnox Cloud Radius Service. “Monthly Uptime Percentage”
means total number of minutes in a calendar month minus the number of minutes of
Downtime suffered in a calendar month, divided by the total number of minutes in a calendar
month.

Service Availability Level Service Credit

99.8%-99.0% 10% of total Services Fees applicable to month in which failure occurred
98.9% - 98.1% 20% of total Services Fees applicable to month in which failure occurred
98.0% - 97.6% 30% of total Services Fees applicable to month in which failure occurred
< 97.5% 50% of total Services Fees applicable to month in which failure occurred

Customer Must Request Service Credit In order to receive any of the Service Credit described above,
Customer must notify Portnox Support within thirty (30) days from the time Customer becomes
eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right
to receive a Service Credit.

Maximum Service Credit The aggregate maximum percentage of Service Credits to be accrued by
Portnox to Customer for all Downtime that occurs in a single calendar month shall not exceed fifty
percent (50%).
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CLEAR Service Level Agreement
 Portnox will apply Service Credit value by way of discounts to be applied to future service purchases
and/or renewals.

Contacting Support
Our customers who purchased Support via an Authorized Partner can contact their partner support in
accordance to their agreement.

In any case where support is not provided by the Authorized Partner or provided in contradiction to
the support agreement or provided not to the customer’s satisfaction, customer may contact Portnox
support directly in order rectify the service provided by the Authorized Partner.

Customers can contact Portnox using the following methods according to their paid subscription
plan and benefits:

Web Support Center: support.portnox.com – Portnox’s Web Support Center is the central place for
support services including: support case submission and tracking, knowledge base, recent updates etc.
It is the recommended method of contacting support. If you choose to contact support in any other
way, our support personnel will guide you through the web site to open a case for better case
management and tracking.

Email Support: By sending email to support@portnox.com

Phone Support (Premium plan, severity 1&2 only): By calling: 855-476-7866 (US), +44-1273-256-325
(UK), +972-9-970-5090 (Other)

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CLEAR Service Level Agreement