Service Level Agreement

 

 

PhishLine’s business hours are 7:00 a.m. – 6:00 p.m. Central Time weekdays, except for holidays as defined by the Office of Personnel Management of the United States Federal Government (https://www.opm.gov).

PhishLine’s customer service line is open during business hours and outside of business hours for Priority 1 problems.  PhishLine allows you to use the ticketing system built into our solution to contact us any time, 24/7.

1. NETWORK PERFORMANCE SERVICE LEVELS

System Availability Target Percentage: 99.5% over a given calendar quarter

System Availability Percentage is defined by the following formula:

  • (Hours Service was Available during given period excluding scheduled maintenance) ÷ (Total Hours in the Period)
  • Hours that service was available will be determined by the following independent third party: ServiceUptime (serviceuptime.com).

2. APPLICATION PERFORMANCE SERVICE LEVELS

Application Performance Target Percentage: 99.5% over a given calendar quarter

Application Performance Percentage is defined by the following formula:

  • (the number of logins that took time less than 5 seconds during the given period) ÷ (the total number of logins during the given period) Note: this service level is not available when multi-factor authentication is required.  
  • (the number of Interactive Pages loading in less than 5 seconds during the given period) ÷ (the total number of Interactive Pages that loaded during the given period) Note: this service level is not available for advanced analytical pages or pages with multi-media content or other content where delivery is outside of PhishLine’s reasonable control (e.g. training content sourced from a third party).

Automatic Data Center/Server Rollover: 5 minutes after emergency is declared 

3. SUPPORT RESPONSE TIME

PhishLine shall exercise commercially reasonable efforts to correct any Problem reported by Customer in accordance with the priority level reasonably assigned to such Problem by PhishLine.  The following definitions will apply to such prioritization:

  • “Priority 1 Problem” means a Problem which (i) renders the Service inoperative or intermittently operative; or (ii) degrades performance to the point where the Service is effectively unusable; or (iii) causes any essential feature to be unavailable or substantially impaired; or (iv) causes a complete failure of the Service.
  • “Priority 2 Problem” means a Problem which degrades the performance of Service or restricts Customer’s use of the Service.
  • “Priority 3 Problem” means a Problem which causes only a minor impact on the Customer’s use of Service.
RESPONSE TIME COMMITMENTSBASED ON PROBLEM PRIORITY
 Problem Priority Mean Response Time Mean Escalation Time (to Chief Operating Officer or President of PhishLine) Notification Path
Priority 1 Problems2 business hours

Best effort during
non-business hours.

4 business hoursCustomer will notify PhishLine via telephone / voicemail to all available emergency support phone #s from the most recent list provided to Customer.
Priority 2 Problems1 business day2 business days 

Customer will notify PhishLine using the “Suggestion Box” feature built into the tool.

Priority 3 Problems2 business days5 business days 

Customer will notify PhishLine using the “Suggestion Box” feature built into the tool.​