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Changes in Hosted Email Security (HES) Service Level Agreement (SLA)

    • Updated:
    • 11 Mar 2019
    • Product/Version:
    • Hosted Email Security 1.0
    • Hosted Email Security 1.9.6
    • Hosted Email Security 1.9.8
    • Hosted Email Security 2.0
    • Hosted Email Security 3.0
    • Hosted Email Security All
    • Platform:
    • N/A N/A
Summary

The SLA was published and updated in HES admin console on January 17, 2019. It will be effective upon renewal of your subscription. You may view the updated SLA in HES Administrator console by selecting Service Level Agreement under the Administration menu.

Details
Public

Reasons to update the SLA:

  • Added more clarity on process and definition, while simplifying the languages (total pages reduced from 10 to 5)
  • Updated and simplified some SLA metrics to align with current industry standard

Changes:

  • SLA metrics changes (see table below)
  • Claim submission now through regular Tech Support ticket (was through a mailbox)
  • Defined a certain % of credit for bundles (not defined previously)
  • Defined “Service Provider Customers” (e.g. MSPs, not defined previously)

SLA metrics and definition for Trend Micro Email Security Advanced are the same as those of the new HES SLA.

Service Availability

Old SLANew SLA
Service AvailabilityService CreditService AvailabilityService Credit
< 100.0% but > 99.99%20%< 99.999%25%
< 99.99% but > 99.9%40%< 99.0%50%
< 99.9% but > 99.0%60%< 98.0%100%
< 99.0% but > 98.5%80% 
< 98.5% but > 98.0%100%
< 98.0%100%

Email Latency

Old SLANew SLA
Average Latency of < 95% of Measured Email SampleService CreditAverage Latency of < 95% of Measured Email SampleService Credit
> 1 but < 1 min 30 sec5%> 1 min25%
> 1 min 30 sec but < 2 min10%> 5 min50%
> 2 min but < 2 min 30 sec15%> 10 min100%
> 2 min 30 sec but < 3 min20% 
> 3 min25%

Anti-spam Service Level

Old SLANew SLA
Number of Consecutive Days in which the Customer’s Daily Average Unblocked Spam Rate Rises Above 1%Service CreditSpam Capture Rate (Inbound)Service Credit
> 5 but < 10 days25%< 99%25%
> 10 but < 15 days50%< 98%50%
> 15 but < 20 days75%< 95%100%
> 20 days100% 

False Positive Service Level

Old SLANew SLA
Percentage False Positive RateService CreditFalse Positive RatioService Credit
> 0.0003 but < 0.00325%> 1:350,000 (0.0003%)25%
> 0.003 but < 0.0350%> 1:50,000 (0.002%)50%
> 0.03 but < 0.375%>1:1,000 (0.1%)100%
> 0.3100% 

Anti-Virus / Anti-malware

Old SLANew SLA
1 or more viruses in a month, credit 1 month service fee OR $2,000, whichever is lower.1 or more infection in a month, credit 50% monthly fee

Service Support response

Old SLANew SLA
Failure to Meet TargetService Credit


Not Available
>1 per month for Critical priority5%
>2 per month for Major priority4%
>3 per month for Minor priority3%
>5 per month for Information priority2%
Premium
Internal
Rating:
Category:
Update
Solution Id:
1122101
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