We aim to provide a highly available and reliable Zero Trust Network Access (ZTNA) services.
The ZTNA services will use commercially and technically reasonable efforts to maintain a monthly uptime availability not less than 99.9%, excluding scheduled maintenance windows and events beyond our reasonable control (including third party dependencies and force majeure events). Any non-fulfilment of the SLA levels shall not be assumed to have created any liability for Seqrite (Quick Heal Technologies Limited). We reserve the right to change this SLA upon providing reasonably advance notification.
Exclusions
The SLA shall not apply to:
- Scheduled maintenance windows (features releases and patch releases)
- Customer network or ISP failures
- Customer identity provider outages
- OCI cloud provider regional outages outside Seqrite’s control
- Customer network issue impacting App connector connectivity
- App connector installed machine issues
- Customer misconfiguration
Planned Maintenance
- ZTNA Scheduled maintenance activities will be communicated at least 3 days in advance, wherever practicable.
- Planned maintenance windows will typically be performed during off-peak hours.
- Downtime during approved maintenance windows will not be included in SLA calculations.