Overview
To support our clients’ ability to monitor their IT assets, the Tripwire Remote Operations service (“TRO Service”) offers remote operation of Tripwire Enterprise (TE), IP360, and Tripwire LogCenter (TLC), as described in the Tripwire Remote Operations Service Description in effect at the beginning of each annual TRO Service term.
Service level targets vary based on the service level selected by the client: Essential, Advanced or Advanced Plus. For IP360 and TLC, only the Advanced service tier is available. All assets managed by the TRO Service must be kept current on Tripwire support and maintenance services.
1. Tripwire Enterprise SLA
1.1 Service Requests
|
Service Tier |
Request Type |
Response Target* |
|
Advanced Plus |
Urgent Service Request |
30 minutes |
|
Advanced Plus |
Routine Service Request |
4 hours |
|
Advanced Plus |
Major Service Request |
1 business day |
|
Advanced |
Urgent Service Request |
1 hour |
|
Advanced |
Routine Service Request |
1 business day |
|
Advanced |
Major Service Request |
2 business days |
|
Essential |
Urgent Service Request |
4 hours |
|
Essential |
Routine Service Request |
1 business day |
|
Essential |
Major Service Request |
2 business days |
*Response targets are based on Tripwire business hours, 6:00am-5:00pm Pacific, Monday-Friday, excluding national holidays.
Urgent Service Request: An immediate audit or regulatory need that has an impact on an ongoing breach investigation, or a configuration request that addresses an issue that impacts more than 50% of the environment monitored by the TROService. All urgent service requests must be submitted via telephone or through a ticket/case in the Tripwire Customer Center (TCC) and annotated with the correct request type. Implementation timeframes will vary based on the nature of the request andthe service tier.
Routine Service Request: A minor adjustment to configurations or a request for further information on reporting or analysis that is in scope for the client’s service tier. Implementation timeframes will vary based on the natureof the request and the service tier.
Major Service Request: Any request that will take longer than 8 hours to complete. This could include major reporting or dashboard changes, policy imports, requests for application monitoring, or in depth analysis of compliance or FIMreporting. Implementation timeframes will vary based on the nature of the request and the service tier.
**Resolution Targets apply only to service faults caused by issues or events under Tripwire’s sole control. For example, if the service fault is caused by an issue with the proxy agent host, and Tripwire cannot access the host and resolvethe issue remotely without the client’s assistance, these targets do not apply.
1.2. Event Ticket Creation
Tripwire Managed Services will create tickets in the Tripwire Customer Center as a result of the following conditions for Advanced and Advanced Plus service tiers:
|
Event Type |
Creation Target* |
|
Critical Severity Changes to Monitored Assets |
Within 30 minutes of detection |
|
Critical Asset Policy Threshold Non-achievement |
Within one business day of detection |
|
Critical Asset Monitoring Outage |
Within one business day of detection |
*Creation targets are based on detection by Tripwire Managed Services during Tripwire business hours, 6:00am-5:00pm Pacific, Monday-Friday, excluding national holidays.
2. IP360 SLA
Service Requests
|
Request Type |
Response Target* |
|
Urgent Service Request |
1 hour |
|
Routine Service Request |
1 business day |
|
Major Service Request |
2 business days |
*Response targets are based on Tripwire business hours, 6:00am-5:00pm Pacific, Monday-Friday, excluding national holidays.
Urgent Service Request: An immediate audit or regulatory need that has an impact on an ongoing breach investigation, or a configuration request that addresses an issue that impacts more than 50% of the environment monitored by the TROService. All urgent service requests must be submitted via telephone or through a ticket/case in the Tripwire Customer Center (TCC) and annotated with the correct request type. Implementation timeframes will vary based on the nature of the request andthe service tier.
Routine Service Request: A minor adjustment to configurations or a request for further information on reporting or analysis.
Major Service Request: Any request that will take longer than 8 hours to complete. This could include major network or scan profile reorganization or in-depth analysis of scan results.
Tripwire TLC Service Level Agreement
Service Requests
|
Request Type |
Response Target* |
|
Urgent Service Request |
1 hour |
|
Routine Service Request |
1 business day |
|
Major Service Request |
2 business days |
*Response targets are based on Tripwire business hours, 6:00am-5:00pm Pacific, Monday-Friday, excluding national holidays.
Urgent Service Request: An immediate audit or regulatory need that has an impact on an ongoing breach investigation, or a configuration request that addresses an issue that impacts more than 50% of the environment monitored by the TROService. All urgent service requests must be submitted via telephone or through a ticket/case in the Tripwire Customer Center (TCC) and annotated with the correct request type. Implementation timeframes will vary based on the nature of the request andthe service tier.
Routine Service Request: A minor adjustment to configurations or a request for further information on reporting or analysis.
Major Service Request: Any request that will take longer than 8 hours to complete. This could include major reporting or dashboard changes, policy imports, requests for application monitoring, or in depth analysis of compliance or FIMreporting.
4. Service Level Credits
The claim process for a Client to request a remedy for any missed service level target is set out below. This process is the sole and exclusive remedy for any service level target that is not met.
4.1 Claim Submission. In order to receive a credit, the client must electronically submit a claim within ten (10) days after the date on which the service level target was not met. The claim must be sent to [email protected] and contain the following information:
- “SLA Credit Request” in the email subject line
- Client’s name
- Client contact name
- Client contact phone number
- Case or ticket number
- Description of the service level target not met and the date of the failure
4.2 Claim Review and Determination. Tripwire will make all credit determinations in its reasonable discretion and will notify the client contact in writing (which may be in the form of an email) of its decision. If any requestis rejected, Tripwire’s notification will provide the reasons for the rejection.
4.3 Service Level Credits. For all accepted claim requests, Tripwire will provide a service level credit to the client equal to the pro-rated charges for one full day of the affected services (i.e., 1/365th of the annualfee) for each day during which one or more of the service level targets was not met. Any service level credits accrued will be credited against the fees owed by the client to Tripwire. If service level credits are still owed at the termination or expirationof the applicable agreement, Tripwire will pay the outstanding service level credits to the client.
4.4 Service Level Credit Exceptions. Service level credit requests will not be accepted if Tripwire’s failure to meet the service level target results from (i) the client’s failure to meet its obligations setforth in the TRO Service Description; (ii) the client’s material impediment of Tripwire’s efforts to meet the service level target; (iii) the client’s negligent acts or omissions; (iv) the failure or malfunction of equipment, applicationsor systems not owned or controlled by Tripwire; or (v) circumstances or causes beyond the reasonable control of Tripwire.
4.5 Maximum Credits. If multiple service level credits are accrued for the same date, such service level credits will not be cumulative. The maximum service level credit for one day, regardless of the number of servicelevel targets missed, will be the pro-rated service charges for that day. Under no circumstances shall Tripwire be required to issue service level credits to Client in any one calendar month totaling more than ten days of service fees.