Service Level Objectives

This Lightstep Incident Response Service Level Objectives (“SLO”) outline some of the aspirations for service of the Lightstep Incident Response Service.

  1. Definitions.

    1. “Contact Information”means the names, email addresses, and telephone numbers of Recipients.

    2. “Delivery Service”means a third-party service provider used to send notifications to a Recipient, for example a telephone service (e.g., T-Mobile, Verizon, AT&T), push notification provider (e.g., Google, Apple), SMS provider, or email provider.

    3. “Incident” means an event that triggers the Service to alert a Recipient using the Contact Information. In order for the Service to recognize and respond to Incidents, Customer must configure the Service and supply the Contact Information in accordance with the Documentation to recognize and respond to Incidents.

    4. “Lightstep Incident Response Service”means Lightstep Incident Response’s cloud-based incident response platform purchased by the Customer.

    5. “Recipient(s)”means the individuals allowed to access the Lightstep Incident Response Service and designated by the Customer to receive notifications from the Lightstep Incident Response Service.

  2. Service Objectives.

    1. Lightstep Incident Response’s goal is to use commercially reasonable efforts to meet the following service level objectives for the stated functions from the Lightstep Incident Response Service: Lightstep Incident Response’s ability to provide basic acknowledgement and resolution functionality via our web application will have an objective of being available 99% of the time during any calendar month.

    2. Lightstep Incident Response is not responsible for failures caused by factors not in Lightstep Incident Response’s control including but not limited to failures caused by:

      1. Problems beyond or outside of the Lightstep Incident Response Service including (i) Customer’s own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers; (ii) a Force Majeure Event; or (iii) intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies. “Force Majeure Event” means (i) compliance with any act, order, demand or request of any government, governmental authority, or government agency; (ii) labor disputes, work stoppages or slowdowns of any kind; (iii) fires or hurricane, earthquake, flood and other natural disasters or fires; (iv) war, rebellion, act of terrorism, or civil disorder; (v) systemic internet issues or any other act or omission of any telecommunication or services provider; (vi) suspension of your right to use Lightstep Incident Response in accordance with the Terms of Service; (viii) any other cause beyond Lightstep Incident Response’s reasonable control.

      2. Issues that arise from Lightstep Incident Response’s suspension or termination of Customer’s right to use the Service as allowed or required by the TOS, Acceptable Use Policy, government or court orders, or other agreements.

  3. Measurement.

    Lightstep Incident Response uses a proprietary system that consists of both internal and 3rd party monitoring services to service availability. Customer agrees that this system will be the sole basis for resolution of any dispute that may arise regarding this SLO.

  4. Customer Responsibilities.

    Customer will (i) configure and use the Service correctly in accordance with the TOS and Documentation; (ii) follow proper procedure in communicating the Incident to Lightstep Incident Response; and (iii) maintain and update all Contact Information. Lightstep Incident Response’s ability to meet its objectives in this SLO are dependent upon Customer performing its responsibilities.

  5. The SLO may change from time to time at Lightstep Incident Response’s sole discretion.

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