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Each issue (e.g. incident) that comes into support is assigned one of four priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue, with some definitions in mind:

• Priorities

• Response time is the time elapsed between the Customer is raising a ticket and we first responding to it. In case of ticketing system is different from ours, Response Time is the time elapsed between the ticket was assigned to us via e-mail and we first responding to it.

• Update time is defined as the amount of time between when the Customer first creates an incident report using our web ticketing system, providing all information necessary to open the ticket, and when Security Reviewer actually responds and lets the Customer know they’ve currently working on it. In case of ticketing system is different from ours, Update Time is the amount of time between the ticket was assigned to us via e-mail, providing all information necessary to open the ticket, and when Security Reviewer actually responds and lets the Customer know they’ve currently working on it. In order to log and track the resolution of Incidents, Security Reviewer expects that Customer will make every attempt possible to: a) Verify that the Incident is reproducible on the Supported Platforms for the related Security Reviewer’s product. b) Provide information necessary to help Security Reviewer track, prioritize, reproduce, or investigate the Incident, such as: ▪ Customer name and organization. ▪ Provide a full description of the issue and expected results. ▪ Categorize issues under “Question Type”. ▪ List steps to reproduce the issue and relevant data. ▪ Provide exact wording of all issue-related error messages.

• Resolution time is defined as the amount of time between when Security Reviewer first responds an incident report and when that problem is actually solved. For each Incident reported by Customer in accordance with these procedures, Security Reviewer shall: ▪ Confirm receipt of the reported Incident within the Update time as listed below in the Priorities section. ▪ Set an updated Priority Level for the Incident in accordance with the descriptions below. ▪ Use commercially reasonable efforts to respond to the Incident within the time specified below. ▪ Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provides additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue. ▪ Give Customer direction and assistance in resolving the Incident. ▪ Keep a record of ongoing communications with Customer. ▪ Use commercially reasonable efforts to resolve the Incident in accordance with the target Resolution times ▪ Upon request of Customer, discuss Priority Level and ongoing communication time frame.

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The Gold Support enhance the Standard Support Contract with better Update time and Resolution time, for every purchased Security Reviewer’s product with a valid commercial license or active subscription:

The Service Desk maintains regular business hours of 9 AM to 6 PM depending on SLA time zone, Monday through Friday. Tickets and calls will be responded to only during these hours.

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Platinum Support augments the underlying Standard Support purchased with your product license, by providing named and dedicated support experts that understand your business — helping you to optimize even the most complex hybrid software environments and resolve issues quickly if they arise.

In case of multi-national Customer, the default SLA time zones will be maximum 2, declared by the Customer inside the Contract.

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Workaround means a Licensed Product patch, error correction, or feasible change in operating procedures whereby the Licensed Product is made sufficiently functional so that Customer can continue to use the Licensed Product. Security Reviewer may provide Workarounds for a release to resolve a Service Issue for up to twelve (12) months after the earlier of (i) the date the subsequent Release is first made commercially available, and (ii) the date the current Release is no longer made available as a commercial offering by Security Reviewer. After such twelve (12) month period, Security Reviewer is not obligated to provide Workarounds but will support Customer’s update of the Licensed Product to the latest Release. Where Workarounds are to be delivered to resolve a Service Issue, Security Reviewer will provide Customer with a single copy of a Workaround on suitable media or shall make available the applicable Workaround for download by Customer from Security Reviewer’ web sitewebsite.

Versioning

Our release numbering convention follows the guidelines of Semantic Versioning. Given a version number Major.Minor.Patch and an optional Suffix (eg. 1.3.0-rc.1):

• Major - Indicates a very large change in the core package. Rewrites or major milestones. API changes which are not backwards-compatible.

• Minor - Introduction of new features or significant changes in functionality, in a backwards-compatible manner.

• Patch - Bug fixes, maintenance and security releases.

• Suffix - Optional, indicates a development release.

  • aN or alpha.N for alpha releases,

  • bN or beta.N for beta releases, or

  • rcN or rc.N for release candidates.

  Absence of suffix indicates a stable release.

Support & Maintenance Exclude

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