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DRYAD Service Level Agreement

This document contains the supplementary provisions on availability, maintenance, and response and recovery times for the DRYADTM platform as provided by White Oak Security. Please read this Service Level Agreement (“SLA”) carefully and if you have questions or comments about this agreement, please do not hesitate to contact your sales representative for additional information. White Oak Security reserves the right to update this SLA as needed.

1. Subject Matter of the SLA:

This SLA shall apply only to the DRYAD SaaS solution provided by White Oak Security. White Oak shall provide a highly secure and available solution to the level contractually agreed. White Oak makes significant efforts to provide clients with constant access to the DRYAD solution. This SLA does not apply to White Oak’s security services.

2. Definitions:

For the purposes of this SLA, the terms in bold below are defined as:

  1. “Available” or “Availability” means when a client has access to DRYAD, subject to the exclusions defined under ‘Downtime” below.
  2. “DRYADTM” means White Oak Security’s SaaS solution
  3. “Business Days” means Monday to Friday excluding federal holidays
  4. “Business Hours” means from 9am – 5pm Central US time on Business Days
  5. “Downtime” means the total minutes, outside Scheduled and Regular Maintenance periods, that the client cannot access the DRYAD solution. The calculation of Downtime excludes the time that the client is not able to access DRYAD due to any of the following:
    1. Scheduled Downtime
    2. Client’s own connectivity or network issues
    3. Force majeure event
    4. Any systemic internet failures
    5. Any failure in the client’s own hardware, software, or network connection
    6. Client bandwidth issues
    7. Client’s acts or omissions
    8. Anything outside the reasonable control of White Oak Security
  6. “Emergency Maintenance” is any maintenance that White Oak needs to undertake in which the client has less than 5 days advance notice. White Oak may schedule Emergency Maintenance if it is deemed necessary to address a pressing security issue or other critical issues.
  7. “Failover Tests” means testing of mission-critical systems which may be performed in order to ensure that White Oak maintains a high level of preparedness. These tests will fall outside of standard maintenance windows. The client will be informed at least 10 Business Days in advance. During the failover testing, clients will experience brief periods of system unavailability.
  8. “Maintenance Notifications” means communication from White Oak, via email, regarding the date and time that White Oak intends to make DRYAD un-available. The client understands and agrees that there may be instances where White Oak needs to interrupt access to DRYAD without notice in order to protect the integrity of the solution due to security issues, virus attacks, spam issues, or other unforeseen circumstances.
  9. “Maintenance Time” means the time period during which DRYAD may not be available each month so that White Oak can perform routine maintenance as needed to maximize performance.
  10. “Persons Authorized to Issue Instructions” refers to a main and a backup representative of the client (as defined by the client) responsible for receiving communications from White Oak regarding DRYAD. DRYAD must be informed promptly, at least by email, in the event of personnel changes, including when staff leave or change roles.
  11. “Regular Maintenance” means maintenance performed by White Oak to achieve a high level of availability for all clients. To do so, regular maintenance may require White Oak to take DRYAD offline for brief periods of time in order to implement Updates, Releases, or changes. White Oak reserves the right to carry out Regular Maintenance once per week outside of Business Hours.
  12. “Response Time” means the time period until White Oak’s confirmation of the reported defect, from receipt of the information required from the client for White Oak’s DRYAD team to begin resolution and open a support ticket in White Oak’s systems. After receiving a report of a defect, White Oak shall use an appropriate method to provide the client with a progress update.
  13. “Recovery Point Objective” or “RPO” means the maximum period contractually permitted in which data stored in DRYAD might be lost.
  14. “Recovery Time Objective” or “RTO” means the duration of time within which DRYAD must be restored once it becomes unavailable.
  15. “Scheduled Downtime” is downtime for Scheduled Maintenance.
  16. “Scheduled Maintenance” shall be understood here to mean maintenance that occurs when White Oak detects an issue in DRYAD that requires action to avoid unscheduled maintenance in the future. White Oak reserves the right to schedule extended maintenance of DRYAD with a minimum of 5 Business Days’ notice provided to the client unless certain circumstances preclude White Oak from doing so, such as an external vendor issuing a change control to White Oak with less than 5 Business Days’ notice. All Scheduled Maintenance will take place outside of Business Hours.
  17. “Service Level Credit” means a credit applied to the client’s invoice in the invoice period following successful confirmation by White Oak of affected DRYAD metrics. 
  18. “Total Monthly Minutes” means the number of days in the month multiplied by 1,440 minutes per day.

3. Client Responsibilities & Obligations: 

It is the client’s responsibility to ensure that it meets the following requirements and obligations to cooperate and that it does so at no cost to White Oak Security:

It is the client’s responsibility to ensure that it meets the following requirements and obligations to cooperate and that it does so at no cost to White Oak Security:

a. Have an internet connection of adequate bandwidth (regardless of where the client’s team is access DRYAD)

b. Use an internet browser that meets or exceeds the following technical requirements:

i. Supports use of Javascript (so recent versions of Chrome, Safari, Edge, and Firefox should all function effectively)

c. The client is responsible for naming a primary and backup contact for the White Oak team in regards to DRYAD. Those named will be White Oak’s primary contacts for both account maintenance as well as DRYAD-related issues. They will also be the only users authorized to contact DRYAD support. The client is responsible for notifying White Oak immediately upon any change in the named employees and for maintaining an up-to-date list.

d. Provide White Oak (by email) any updates to the named list mentioned in c.

e. Report all incidents or issues to the DRYAD support email promptly.

f. Use anti-virus software with definitions updated daily at a minimum.

g. Make every effort to be available to White Oak during resolution of a DRYAD-related issue or request.

4. Support Levels: 

This SLA shall apply to DRYAD for the duration of the contract for DRYAD:

  1. DRYAD Availability: 99%
    1. White Oak calculates this number via the following equation:
      1. A = (T-M-D) / (T-M) x 100%
      2. A = Availability
      3. T = Total Monthly Minutes
      4. M = Scheduled Downtime
      5. D = Downtime
    2. Scheduled and Regular Maintenance are not considered ‘un-Available’ and are not included in the Availability calculation
  2. Recovery:
    1. Recovery Time Objective (RTO) – 8 hours
    2. Recovery Point Objective (RPO) – 24 hours
  3. Service Level Credits: If White Oak does not meet Availability specified in this SLA for reasons for which it is responsible, White Oak shall provide clients with a 100% credit note (Service Level Credit) for every full hour of un-Availability, provided that the client complies with the requirements of 4.d. (below). The credit is calculated from the time of outage until DRYAD is Available again.
  4. Remedy & Procedure: The client’s remedy and the procedure for claiming the Service Level Credits under Section 4.c. Shall apply if (1) White Oak fails to meet the agreed availability figures referred to above and (2) the client cumulatively complies with the following requirements:
    1. There must be a support ticket documenting the reported un-Availability within five (5) Business Days of the end of the service interruption;
    2. There are no invoice amounts on the client’s account on which the client is in default or that are past-due;
    3. The client must notify White Oak (by email) within five (5) Business Days by opening a support ticket and providing the following details together:
      1. List the individual functional areas of DRYAD that were affected;
      2. List the date and time the Downtime occurred;
      3. List usernames and email addresses affected by the Downtime;
      4. List an estimate of the amount of actual Downtime in minutes;
      5. Ticket number of the documented incident.

5. Software Maintenance Services:

  1. White Oak works on DRYAD to ensure constant improvement, enhanced security, expanded functionality, and greater user-friendliness. Suggestions by the client will be analyzed and incorporated into the functionality of DRYAD at the discretion of White Oak.
  2. Enhancements of the Software (Releases) shall be made available to the client from time to time. All functionality added by a Release shall be governed by the terms of this SLA and included in the subscription costs.
  3. White Oak does not support older Releases as all clients utilize the most recent Release.
  4. In the event of a Software fault, the client can contact the Support Helpdesk under defined conditions (see section entitled “6 Help Desk”).
  5. If a security vulnerability is found which does not constitute a defect, White Oak will make every reasonable effort to fix the issue. 

6. Help Desk:

White Oak’s DRYAD help desk provides technical support on DRYAD. It can be reached via email or phone during the hours as stated under “7 Help Desk Availability” under the following conditions:

  1. The following are aspects covered by the help desk:
    1. DRYAD interruption / outage
    2. DRYAD updates / maintenance
    3. DRYAD behavior that is not in-line with user expectations
  2. The following are aspects NOT covered by the help desk:
    1. Requests from anyone not on the named contacts list the client maintains
    2. General functionality questions (these should be directed to your Project Coordinator or Sales contact)
    3. Network, devices, or servers, and workstations managed by the client
    4. Client-side connectivity issues
    5. Requests or inquiries regarding White Oak’s services other than DRYAD (again- please contact your Sales contact to discuss White Oak’s range of services beyond DRYAD).
    6. Client user lock-outs or lost password assistance (these should be directed to your Project Coordinator or Sales contact)

7. Help Desk Availability:

White Oak’s DRYAD Help Desk is available to the DRYAD primary and backup contact designated by the client on Business Days (the DRYAD Help Desk cannot be contacted by client employees other than the primary and backup contact), 

  1. Contact info:
    1. Email: dryad.support@whiteoaksecurity.com
    2. Phone: (612) 405-0503
  2. Availability:
    1. 10 a.m. – 2 p.m. Central US time, Monday through Thursday

8. Help Desk Response Time:

Response Time is defined as the time from when the DRYAD Help Desk receives an email from the client to the time when White Oak replies and starts working on the request. Response Time is calculated based on the Service Times defined under 7.b. The maximum Response Times vary depending on the severity of the incident; the priority for resolution is determined by White Oak when evaluating the client’s request:

  1. URGENT – Security Issue – 1 hour
  2. MEDIUM – Functionality – 4 hours
  3. LOW – Minor issues around functionality – at White Oak’s discretion