Minerva Service Level Agreement

Introduction and Definitions

This Service Level Agreement ("SLA") defines the responsibilities of Minerva about standard support and maintenance offering, with respect to Minerva’s Platform (the “Software”).  This SLA forms an integral part of the commercial agreement executed between the Customer and Minerva (the “Agreement”).

  • "Customer" refers to a customer of Minerva who purchased a license to use the Software, and
    • such purchase includes Support and Maintenance services for no additional consideration, or
    • such customer paid additional fees for Support and Maintenance services.
  • “Support” refers to Minerva’s responsibilities to address questions and issues related to Minerva’s Software components.
  • “Maintenance” refers to Customer's rights to receive bug fixes and version updates for the Software.
  • “Error” Means any verifiable and reproducible failure or defects in the product that: (1) causes the product to not perform in all material respects in accordance with the product documentation provided by Minerva. (2) has proven to impact 3rd party of other system to not perform as initially, prior to installing the product.
  • “Upgrade” means any new version of the Product made generally available by Minerva to its other customers that contain major enhancements and new features, as determined according to Company’s sole discretion.
  • “Major version” upgrades may include significant capabilities or feature enhancements. Major upgrades also include accumulated bug fixes.
  • “Minor version” upgrades may include aggregated bug fixes and/or minor functionality enhancements.
  • “Patch” Means a revised version of a Minor Version that may include specific bug fixes and/or minor enhancements or improvements but does not contain significant new features.
  • “Hot fix” Means a fix to a very specific Bug/issue, which has not necessarily made General Available for all Minerva’s customers.

Scope of Service

Minerva will provide Product maintenance and technical support services under this document for general available (GA) releases only, and does not include early-release or Beta release or any product provided solely for evaluation or troubleshooting purpose. 

Technical Support Hours and Channels

  • Standard support is provided via email or support portal and during regular business hours.
  • 24/7 monitored email support.
  • Minerva will acknowledge and respond to errors and questions related to the usage and functionality of its software, in each case accordance with the severity levels defined in this document under Severity levels.

Technical Support Hours and Channels

As part of Maintenance services provided by Minerva hereunder, Minerva shall make available to Customer any updates to the Software. When Minerva makes such updates generally available to its other customers then covered by Maintenance services with similar terms as the terms of this SLA. Minerva will make efforts to implement or release updates and upgrades to the Software outside of normal business hours.

In addition, Minerva is responsible to upgrade and maintain the Customer’s Management Console instance, that includes software upgrades and general maintenance.

  • To receive support for a given Major release, the product must be updated to the most recent patch release applicable to the minor release.
  • Major release is any version of the product that is donated by a change in the version number to the left of the first decimal (i.e., X.1.2). Minerva will provide Customer with a 10 business days' notice prior to upgrading the Management Console to that major release.
  • Minor release is any version of the product that is donated by a change in the version number to the right of the first decimal (i.e., 2.X.3). Minerva will provide Customer with a 5 business days' notice prior to upgrading the Management Console to that major release.
  • Patch release is any version of the product that is donated by a change in the version number to the right of the second decimal (i.e., 2.4.X)
  • Simulation policy includes artifacts to be simulated for the various Anti-Evasion modules, in addition to built-in exclusions Minerva releases from time to time.

Access to Version Release

Minerva will provide releases to the product, as such release are made generally available by Minerva. New releases will include:

  • Release Binaries The installation file of the product and any accosted files Minerva has made for the release.
  • Documentation Online and PDF version of both installation and user guides.
  • Version release notes Summary of recent modules, features and enhancements implemented within the release.
  • Bug fixes Summary of major bug fixes or error fixes in the product.

Online Support Portal and Self-Service

  • Support center which includes Knowledge-base and self-service support.
  • Submit support requests and track progress.
  • Installation and User guides.
  • Tutorials, updates, FAQ’s and notifications.

Remote Assistance

  • Remote troubleshooting and errors debugging.
  • Integrating product with supported services and 3rd party applications.

Severity Levels

Level
Definition
Response Time
Resolution Time
Level 1
Critical service – A critical service is down with no immediately available workaround. Matches any of the following criteria:
  • Application failure which prevents business operations with no immediate workaround.
  • Application service is down or not responding and cannot be stabilized or restarted. A large number of users are prevented from working.
  • Data loss or data corruption.
  • Hosted machine is down or not responding and cannot be stabilized or restarted.
  • Minerva Management Console (MMC) service is not available.
Boundaries and Exclusions:
  • Up-time for cloud hosting is based on the host’s SLA
  • The cloud hosting up-time metric does not apply to performance issues caused by the following:
    • A result of Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Minerva
    • Overall internet slowdown or unavailability
Within 1 hour
Upon confirmation of receipt, continuous work on the problem commences. Commercially reasonable efforts will be used to provide a workaround or fix within 9 hours once the problem is reproducible or the product defect has been identified.
Level 2
Significant service – Issue causing a partial or non-critical loss of functionality. Matches any of the following criteria:
  • Application service is down or not responding and cannot be stabilized or restarted. A small number of users are prevented from working.
  • Machine performance decreased with limited impact of end user work.
  • Events flooding the MMC with possible exclusion, policy and agents monitoring capabilities.
  • Installation or upgrade failure with minimum or none impact on the hosted machine.
4 Hours
Commercially reasonable efforts will be used to provide a workaround or fix within 18 hours (2 workdays) once the problem is reproducible or the product defect has been identified.
Level 3
Moderate Service – Minor functionality not working. Partial, non-critical loss of functionality impacting limited number of users.
9 Hours
Commercially reasonable efforts will be used to provide a workaround or fix within four workdays once the problem is reproducible or the product defect has been identified. Full resolution within 5 days.
Level 4
Minimal service – Questions about how to do something:
  • General configuration to include integration settings.
  • Product training.
12 Hours
Commercially reasonable efforts will be used to provide a workaround or fix within seven workdays once the problem is reproducible or the product defect has been identified. Full resolution within 7 days.

Exclusions

Minerva’s obligations, as well as for services, support and maintenance do not apply under the following scenarios:

  • Minerva shall have no responsibility to repair any Software damages or other defects that were caused due to the Customer's failure to use updated versions that were provided by the Company specifically to avoid such damages or defects.
  • Software provided for evaluation purposes (unless otherwise explicitly set forth in the agreement).
  • Professional services such as, but not limited to: (i) Incident Response – Minerva shall have no responsibility to provide services that includes the analysis, reverse engineer, and debug of malware the software reports on. (ii) On-Site installation and deployment. (iii) On-site engineering services. (iv) Instructions and training of any kind, other than basic assistance with installation and product utilization. (v) General consulting and assistance regarding the operation of the software or its functionality, which do not relate to a flaw.
  • Resulted from third party software or hardware, the use of which was not approved by Minerva in advance.
  • Minerva will not assist with installation, upgrades and configuration in unsupported environments.
  • Network related issues that are not caused by the product design, and affecting agent-management console communication, or other channels of communication.
  • Downtime incidents that: (i) are explicitly excluded under this SLA; (ii) are caused by factors beyond the Company's reasonable control; (iii) resulted from Customer’s software or hardware that would have been prevented but for such Customer's software or hardware; (iv) resulted from the Customer's own management or misuse of the Software; (v) resulted from third party software or hardware, the use of which was not approved by the Company in advance; or (vi) resulted from violation by Customer of the Agreement