Services: Service Level Agreement

99.9999% Network Uptime

9Star Research, Inc. guarantees that its ProtectNetwork identity provider (IdP) and authentication network will be available 99.9999% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure elements including routers, switches, firewalls, domain name servers, intrusion detection devices and cabling.

9Star Research, Inc. Guarantee: Upon experiencing downtime, 9Star Research, Inc. will provide credits to the customer.

Power and HVAC Infrastructure

9Star Research, Inc. guarantees that the critical infrastructure systems will be available 99.9999% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers’ servers.

9Star Research, Inc. Guarantee: Upon experiencing downtime, 9Star Research, Inc. will provide credits to the customer.

ProtectNetwork Identity Servers

9Star Research, Inc. guarantees the functioning of all hardware and software components and will replace any failed component at no cost to the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications. Hardware replacement is guaranteed to be complete within three (3) hours of problem identification.

9Star Research, Inc. guarantees that the ProtectNetwork Identity Provider (IdP) server systems will be available 99.9999% of the time in a given month, excluding scheduled maintenance.

9Star Research, Inc. Guarantee: In the event that it takes us more than three (3) hours to replace faulty hardware, 9Star Research, Inc. will provide credits to the customer.

9Star Research, Inc. Guarantee: In the event that it takes us more than three (3) hours to replace or reload a faulty ProtectNetwork IdP server, 9Star Research, Inc. will provide credits to the customer.

Credit Requests

To receive an SLA credit, customers must contact their identity solutions management specialist.

For further information, please do not hesitate to contact us at info@protectnetwork.org.