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<br />Critical Insight® and the Critical Insight logo are the trademarks of Critical Insight, Inc. <br />©2023 Critical Insight, Inc. All rights reserved. <br />7 <br />SERVICE LEVEL AGREEMENT1 <br /> <br />CI PRODUCT DESCRIPTION SERVICE LEVEL SLA CREDIT <br />CRITICAL INSIGHT <br />PLATFORM <br />(CI-P) <br /> <br />COLLECT, NORMALIZE, <br />STORE, TRANSMIT, AND <br />RETAIN SECURITY <br />EVENT DATA <br />99.9% UPTIME IN A GIVEN <br />MONTH FOR THE CI COLLECTOR <br />WHILE CLIENT NETWORK IS <br />FUNCTIONAL <br />2% OF <br />MONTHLY <br />FEE <br />MAINTENANCE OF CI <br />COLLECTOR <br />REPLACEMENT DEVICES SHIPPED <br />WITHIN 3 BUSINESS DAYS OF <br />FAILURE <br />2% OF <br />MONTHLY <br />FEE <br />MANAGED <br />DETECTION AND <br />RESPONSE <br />(CI-MDR) <br />EVALUATE SECURITY <br />ALERTS AND <br />DETERMINE IF THEY <br />ARE FALSE POSITIVES <br />OR ACTUAL INCIDENTS <br />99% OF EVENTS ESCALATED TO <br />ANALYST FOR REVIEW IN A <br />GIVEN MONTH EVALUATED <br />WITHIN 90 MINUTES <br />2% OF <br />MONTHLY <br />FEE <br />INCIDENT REPORTING <br />AND REMEDIATION <br />FOLLOW-UPS <br />99% OF CONFIRMED INCIDENTS <br />IN A GIVEN MONTH REPORTED <br />TO CUSTOMER WITHIN 30 <br />MINUTES OF CONFIRMATION <br />2% OF <br />MONTHLY <br />FEE <br />CONTINUOUS <br />VULNERABILITY <br />IDENTIFICATION <br />(CI-CVI) <br />SCHEDULED <br />VULNERABILITY <br />SCANNING OF <br />CUSTOMER NETWORK; <br />REPORT UPLOAD OF <br />SCAN RESULTS <br />AS VULNERABILITY SCANS <br />COMPLETE, REPORT DATA <br />UPLOADED TO CUSTOMER <br />PORTAL OR DELIVERED TO <br />CUSTOMER WITHIN 48 HOURS <br />OF SCAN COMPLETION <br />2% OF <br />MONTHLY <br />FEE <br /> <br />1. SERVICE LEVEL AGREEMENTS ONLY APPLY TO PRODUCTS & SERVICES IN GENERAL <br />AVAILABILITY. ALPHA AND BETA PRODUCTS & SERVICES ARE NOT SUBJECT TO THIS <br />SLA. PLEASE SEE PAGE 1 FOR A LIST OF PRODUCTS & SERVICES AND THEIR <br />COMMERCIAL AVAILABILITY STATUS. <br />