GreyMatter Service Level Agreement
ReliaQuest shall ensure that GreyMatter is Available for at least 99.9% of the time during each quarter of the term of an applicable order (the “SLA”).
If ReliaQuest fails to achieve the above SLA commitment for GreyMatter in any particular quarter during the term of an Order, Customer may claim a performance credit as shown below (the “SLA Credit”).
A Customer will not be entitled to an SLA Credit if it is in breach of its Agreement with GreyMatter, including payment obligations. No SLA commitment is provided for free, proof-of-concept or unpaid trial services of GreyMatter. In addition, the SLA commitment (and any associated SLA Credit) does not apply to any downtime, suspension or termination of GreyMatter that results from:
- Account suspension or termination due to Customer’s breach of the terms of an Order.
- Routine scheduled maintenance performed by ReliaQuest or any unscheduled, emergency maintenance for an emergency caused by factors outside ReliaQuest’s reasonable control.
- Force majeure events such as acts of God, acts of government, pandemic response, flood, fire, earthquake, civil unrest, and acts of terror.
- Other customer related issues, including but not limited to, any Customer alterations or changes to Customer’s environment (including changes to customer IP addresses), Customer content or third-party content, or internet service provider failures or delays.
- Customer’s equipment, software, any other technology used or relied upon by Customer, or any other third-party equipment, software or technology used by Customer or ReliaQuest that is required for access or use of GreyMatter, including any Third-Party Software or services.
Service Credit Claims
To receive an SLA Credit, a Customer must file a claim for such SLA Credit within five (5) days following the end of the calendar quarter in which the SLA commitment was not met for GreyMatter, by notifying ReliaQuest in writing with a complete description of the downtime, how the Customer was adversely affected, and for how long. ReliaQuest reserves the right to deny the SLA Credit if the Customer does not qualify for such SLA Credit. The SLA Credit set forth in the SLA table above is the Customer’s sole and exclusive remedy for the unavailability of GreyMatter.
“Availability” means that Customer is able to login to its GreyMatter account during the applicable calendar quarter, as determined by ReliaQuest.
“Customer” means the customer entity that is identified as a party to the Order, including any subsidiaries or affiliates.
“Fee” means twenty-five percent (25%) of the annual fee charged for GreyMatter as shown in the Order.
“GreyMatter” means the ReliaQuest GreyMatter software platform consisting of the GreyMatter Automate, GreyMatter Detect, GreyMatter Health, GreyMatter Hunt, GreyMatter Intel, GreyMatter Investigate, and GreyMatter Verify components, and any other related ReliaQuest software tools, programs, or platforms, whether existing now or developed by ReliaQuest during the term of an Order, including any enhancements, derivatives, or developments thereto.
“GreyMatter Automate” is the component of GreyMatter which supports the actions to enrich data and/or contain or remediate threats.
“GreyMatter Detect” is the component of GreyMatter which supports the overall content methodology and lifecycle to accelerate Customer’s detection visibility and facilitate evolution of Customer’s capabilities.
“GreyMatter Health” is the component of GreyMatter which supports the overall health of the primary technologies and is inclusive of all primary technologies.
“GreyMatter Hunt” is the component of GreyMatter which supports threat hunting potentially leveraging data from customer’s primary and secondary technology.
“GreyMatter Intel” is the component of GreyMatter which supports threat intelligence automation, aggregation, normalization and dissemination of machine-readable threat intelligence.
“GreyMatter Investigate” is the component of GreyMatter which supports the triage and analysis of alerts which are generated within the customer’s primary technology.
“GreyMatter Verify” is the component of GreyMatter which allows a Customer to test the effectiveness of Customer’s cybersecurity tools and content by simulating malicious and/or anomalous activity in a benign manner, within Customer’s environment.
“Order” means the applicable ordering document, statement of work, amendment, or other document used grant Customer access to GreyMatter.
“ReliaQuest” means ReliaQuest, LLC.
“Third-Party Software” means any software or software products made by a third party that are used by ReliaQuest, including but not limited to, ServiceNow, Thycotic, Amazon Web Services, Google Cloud Platform, elastic, and Azure.