Limitation of Service Credit Obligation. Notwithstanding anything to the contrary in this SaaS Listing, in no event will CA be required to credit Customer more than the value of the prorated Service(s) fees received by CA for the affected Service(s) for the period of time in which any SLWs were missed. CA’s sole and exclusive obligation and Customer’s sole and exclusive remedy for each respective SLW set forth in this SaaS Listing will be limited to the issuance of Service Credit(s). DATA PRIVACY NOTICE. Customer may be required to supply certain business information which is necessary for CA to provide the Service and which may contain personally identifiable information (“Personal Information”), including but not limited to, names, e-mail address, IP address and contact details of designated users and contacts for the Service, Personal Information provided during configuration of the Service(s) or any subsequent service call and other Personal Information as described in the Agreement (“Provisioning Data”). Additionally, Customer acknowledges that in performing certain Service(s), CA may, on behalf of Customer, collect and process log data which may include certain source and destination IP addresses, host name, username, and policy names which may be classed as Personal Information (“Log Data”). Customer acknowledges that it is the controller of such Log Data and Provisioning Data, and agrees that it is will take all necessary measures to ensure that it, and all of its employees, are aware that their Personal Information may be processed as part of the Service(s) and that they have given their consent to such processing as well as complied with their responsibilities as data controller or data subjects, as applicable, in accordance with applicable laws and/or regulations. By providing Personal Information, Customer consents, for itself, its users and contacts, to the following: Personal Information will be processed and accessible on a global basis by CA, its affiliates, agents and subcontractors for the purposes of providing the Service(s), to generate statistical information about the Service(s), for internal research and development, and as otherwise described in the Agreement, including in countries that may have less protective data protection laws than the country in which Customer or its users are located. CA may disclose the collected Personal Information as required or permitted by law or in response to a subpoena or other legal process. Customer understands and agrees that CA has no ...
Limitation of Service Credit Obligation. Notwithstanding anything to the contrary in the Agreement, in no event will Symantec be required to credit Customer more than the value of the prorated Service(s) fees received by Symantec for the affected Service(s) for the period of time in which any SLWs were missed. Symantec’s sole and exclusive obligation and Customer’s sole and exclusive remedy for each respective SLW set forth in the Agreement will be limited to the issuance of Service Credit(s). SECTION 4 MANAGED SECURITY SERVICES SERVICE(S) OFFERINGS CHARTS Feature SYMANTEC MSS SECURITY MONITORING SERVICES Log Retention Service Essential Security Monitoring Service6 Advanced Security Monitoring Service Service Use Model5 Per Unit or Enterprise Wide Per Unit or Enterprise Wide Per Unit or Enterprise Wide Service Level Warranty Metrics Device Registration As described in the Service Level Warranties Severe Event Notification Time N/A 10 minutes 10 minutes SOC Infrastructure Up-Time Percentage 99.90% 99.90% 99.90% Monthly Reporting Time by 5th business day by 5th business day by 5th business day Hosted Log Retention (duration @ SOC during Services Term only): Online Raw Log Retention 3 months (92 days)3 3 months (92 days)3 3 months (92 days)3 Additional 1 year Online Raw Log Retention optional, 12 month increments optional, 12 month increments optional, 12 month increments Offline (removeable media) Raw Log Retention4 12 months 12 months 12 months Online Incident Data Retention Service Term Service Term Service Term Security Incident Analysis Log/Alert data collection, aggregation, and normalization X X X Logs available for SOC Analyst inspection X1 X X Analyze security data and customer context to detect signs of malicious activity, as applicable based on the log output received from the monitored Device(s): •Identify firewall port scans and brute force threshold exceptions •Identify host and network intrusions or suspect traffic •Identify connections to backdoors and Trojans •Identify events detected by endpoint security solutions •Identify internal systems attacking other internal systems •Identify connect to/from customer-specified bad/blocked URLs •Identify threats through parsing of web proxy data for connections to malicious URLs •Identify Emerging Threats (as defined by the Operations Manual) N/A X X Analyze security data and customer context to detect signs of malicious activity, as applicable based on the log output received from the monitored Device(s): •Identify threats that connect to/fr...
Limitation of Service Credit Obligation. Notwithstanding anything to the contrary in the Agreement, in no event will Symantec be required to credit Customer more than the value of thirty (30) days of Service(s), per month, for any failure to meet the SLWs for any Service(s) that Symantec is providing for Customer at the time the credit is accrued. Symantec’s sole and exclusive obligation and Customer’s sole and exclusive remedy for each respective SLW set forth in the Agreement will be limited to the issuance of Service Credits.
