Digicert Partner Support

Definitions

The following definitions apply to this SLA:

• “Available” or “Availability” means the percentage of time that the Systems are available and capable of receiving and processing data from the Customer in connection with the applicable Systems.
• "Customer Contacts” means the individuals listed on Customer’s list of contacts who are authorized to request support.
• “Partner” means the customer purchasing products and a specific support plan from DigiCert.
• “DigiCert” means DigiCert, Inc. or its affiliates that provide the Systems and/or services.
• “Force Majeure Event” means an event beyond DigiCert’s reasonable control. This includes, but is not limited to, acts of God, embargoes, governmental restrictions, strikes, lockouts, work stoppages or other labor difficulties, computer, internet or telecommunications failures, delays or network intrusions, riots, insurrections, wars, or other military action, acts of terrorism, civil disorders, rebellion, fires, floods, pandemics, vandalism, or sabotage.
• “Scheduled Maintenance” means periods of scheduled unavailability of the System in order to perform routine service maintenance, upgrades, and testing.
• “Excused Downtime” means the percentage of time the Systems are not Available due to: (i) Scheduled Maintenance, (ii) a Force Majeure Event, and (iii) external network or equipment problems outside of DigiCert’s reasonable control, such as internet access or problems related to Customer’s third-party’s equipment, software or other technology.
• “Premium Client Manager” means a dedicated individual provided by DigiCert to assist with strategic planning, incident resolution, and project coordination.
• “Response Time” means the elapsed time between when a problem is reported by Customer and DigiCert’s initiation of a response to the problem.
• “Service Interruption” means the Systems are not available.
• “Severity Level 1” means the System is down or unavailable and no workaround exists.
• “Severity Level 2” means the System is functional, but usability is seriously degraded.
• “Severity Level 3” means the System is affected by problems or events that have minimal impact on availability or usability.
• “Systems” means DigiCert’s CertCentral, CIS, PKI Platform 8.x, DigiCert ONE, and other specified systems.