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
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 SLA | New SLA | ||
|---|---|---|---|
| Service Availability | Service Credit | Service Availability | Service 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 SLA | New SLA | ||
|---|---|---|---|
| Average Latency of < 95% of Measured Email Sample | Service Credit | Average Latency of < 95% of Measured Email Sample | Service Credit |
| > 1 but < 1 min 30 sec | 5% | > 1 min | 25% |
| > 1 min 30 sec but < 2 min | 10% | > 5 min | 50% |
| > 2 min but < 2 min 30 sec | 15% | > 10 min | 100% |
| > 2 min 30 sec but < 3 min | 20% | ||
| > 3 min | 25% | ||
Anti-spam Service Level
| Old SLA | New SLA | ||
|---|---|---|---|
| Number of Consecutive Days in which the Customer’s Daily Average Unblocked Spam Rate Rises Above 1% | Service Credit | Spam Capture Rate (Inbound) | Service Credit |
| > 5 but < 10 days | 25% | < 99% | 25% |
| > 10 but < 15 days | 50% | < 98% | 50% |
| > 15 but < 20 days | 75% | < 95% | 100% |
| > 20 days | 100% | ||
False Positive Service Level
| Old SLA | New SLA | ||
|---|---|---|---|
| Percentage False Positive Rate | Service Credit | False Positive Ratio | Service Credit |
| > 0.0003 but < 0.003 | 25% | > 1:350,000 (0.0003%) | 25% |
| > 0.003 but < 0.03 | 50% | > 1:50,000 (0.002%) | 50% |
| > 0.03 but < 0.3 | 75% | >1:1,000 (0.1%) | 100% |
| > 0.3 | 100% | ||
Anti-Virus / Anti-malware
| Old SLA | New 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 SLA | New SLA | ||
|---|---|---|---|
| Failure to Meet Target | Service Credit | Not Available | |
| >1 per month for Critical priority | 5% | ||
| >2 per month for Major priority | 4% | ||
| >3 per month for Minor priority | 3% | ||
| >5 per month for Information priority | 2% | ||
