The Service Level Agreements (SLAs) listed in this section will become active once Onboarding of the Client is considered complete.
Availability
The Availability SLA is determined by the ability of the Client to access the Samurai XDR platform. This is measured by the ability of the Client to log into the Samurai XDR app.
NTT will use reasonable commercial means to ensure an availability of the Samurai XDR app of at least 99.9%. If the availability of the platform drops below this level, the Client may claim a Service Level Credit as set out in the table below:
| Application Availability | Credit as a percentage of monthly fee |
|---|---|
| 99.9% - 100.0% | 0% |
| 95.0% - 99.9% | 1% |
| Less than 95% | 10% |
The measurement of availability SLAs excludes periods of planned maintenance. These are shown on our status page.
Receiving Service Credits
To receive a Service Credit, the Client must open a ticket in the Samurai XDR app within 30 days of the incident for which the Client is claiming a Service Level Credit.