Privacy Policy

Dasera SaaS Service Level Schedule

Last updated: October 14, 2021

Service Level Commitment

The cloud-hosted deployment of the Dasera Solutions by Dasera (“Dasera Hosted Services”) will be available 100% of the time, subject to the exclusions set forth below (the “Service Level Commitment”), as measured by Dasera over each calendar quarter of the Term. 

Dasera Hosted Services are available if Customer is able to login to its Dasera Hosted Services account and conduct a data store scan. 

Service Level Credit

If Dasera fails to achieve the Service Level Commitment for Dasera Hosted Services, Customer may claim a service credit for such Dasera Hosted Services as provided below, up to a maximum service credit per calendar quarter equal to the subscription fees for one month of the Dasera Hosted Services payable by Customer.

PERCENTAGE AVAILABILITY
PER CALENDAR QUARTER

SERVICE
CREDIT

   
   

 

Exclusions

Customer will not be entitled to a service credit if it is in breach of the Dasera General Terms, including any of its payment obligations. The Service Level Commitment does not apply to any downtime, suspension or termination of the Dasera Hosted Services (or any Dasera software operating in connection with the Dasera Hosted Services) that results from: 

  • Account suspension or termination due to Customer’s breach of the Dasera General Terms.
  • Routine scheduled maintenance.
  • Unscheduled, emergency maintenance or any condition beyond Dasera’s reasonable control, including accidents, acts of God, government acts, civil unrest, acts of war or terrorism, strikes or other labor problems, pandemics, epidemics, failures in telecommunications, internet, internet service provider or hosting facilities, power shortages and denial of service attacks.
  • Customer’s equipment, software or other technology, or third-party equipment, software or technology (other than those which are under Dasera’s control). 
  • Failure resulting from software or technology for which Dasera is not responsible under the Dasera General Terms. 
  • Customer’s ability or inability to operate an HTTPS Listener. For purposes of the Service Level Commitment, downtime from a public cloud provider’s HTTPS listener is excluded from the calculation of the availability of the Dasera Hosted Services.

Dasera does not provide any Service Level Commitment for free, proof-of-concept or unpaid trial services.

Service Credit Claim

To receive a service credit, Customer must file a claim for the service credit within five (5) days following the end of the calendar quarter in which Customer believes that the Service Level Commitment was not met, by contacting Dasera at dasera-saas-billing@dasera.com with a complete description of the downtime, including how Customer was adversely affected and for how long Customer experienced the downtime. Customer shall be deemed to waive any service credit if Customer does not file the claim within five (5) days following the end of the calendar quarter in which Customer believes that the Service Level Commitment was not met.  All service credit requests will be verified against Dasera’s system records.  Dasera reserves the right to deny the service credit if the Customer does not qualify. 

The service credit remedy set forth in this Service Level Schedule is the Customer’s sole and exclusive remedy for the unavailability of the Dasera Hosted Services, and, under no circumstance, shall the unavailability of the Dasera Hosted Services be deemed a breach by Dasera of its obligations under the Dasera General Terms.

Definitions

All capitalized terms not defined in this Service Level Schedule have the meaning set forth in the Dasera General Terms.