Service Level Agreement

This Service Level Agreement (“SLA”) is for the provisioning of Support Services required to support and sustain the Subscription Services under the Agreement to which this SLA is attached. This SLA is valid for the Subscription Term specified in the applicable Quote. Termination of the Agreement and/or a Quote will result in termination of this SLA.

Support Parameters. KnowBe4’s support parameters, including its support hours, may be found at https://www.knowbe4.com/hubfs/KnowBe4-Support-Document.pdf?t=1518625292505, or such other URL as KnowBe4 may provide from time to time. To make a request for Support Services, Customer may submit a ticket at https://support.knowbe4.com/hc/en-us/requests/new, or such other URL as KnowBe4 may provide from time to time. Support tickets for Subscription Services purchased through Egress Software Technologies group should be submitted via https://support.egress.com/s/ or such other URL and KnowBe4 may provide from time to time.

Availability & Uptime. KnowBe4 agrees to: (a) make the Subscription Services available to Customer pursuant to the Agreement and the applicable Quote; (b) provide Support Services for the Subscription Services to Customer at no additional charge, and/or upgraded support if purchased; and (c) use commercially reasonable efforts to make the online Subscription Services available 99.9% of the time to be measured annually, excluding any planned downtime, maintenance windows, or any unavailability caused by circumstances beyond KnowBe4’s reasonable control, such as a force majeure event in accordance with the Agreement. If Customer would like to receive status updates on the availability of KnowBe4’s Subscription Services, Customer may subscribe to receive updates at https://status.knowbe4.com, or such other URL as KnowBe4 may provide from time to time. Customer may subscribe to receive updates for Defend or other Subscription Services purchased through Egress Software Technologies group at https://servicestatus.egress.com/ or such other URL as KnowBe4 may provide from time to time.

Maintenance Windows. Maintenance windows for the Subscription Services may be found at https://support.knowbe4.com/hc/en-us/sections/27890146443539-Site-Maintenance, or such other URL as KnowBe4 may provide from time to time.

Customer Requirements. Customer responsibilities and/or requirements in support of this SLA include: (a) Customer’s compliance with the Agreement and the applicable Quote; (b) reasonable availability of Customer’s admin and/or technical representative(s) when resolving a service-related incident or request; and (c) providing proper notice of KnowBe4’s non-compliance with any Subscription Service or Professional Service warranty in accordance with the Agreement and sufficiently detailing the non-compliance in a manner that enables KnowBe4 to properly assist with the remediation. KnowBe4 will not be responsible for delays in remediation caused by Customer’s failure to respond to requests by KnowBe4. Customer understands that the Subscription Services will only operate in accordance with KnowBe4’s Documentation, as defined in the Agreement, and it is Customer’s responsibility to ensure that the Subscription Services will be fit for its purposes and to ensure that the Subscription Services will be supported by Customer’s technology and organizational environment. Customer understands that KnowBe4’s Subscription Services are not mission critical to Customer’s operations. KnowBe4 reserves the right to discontinue Support Services for outdated versions of Software.

Response Times. In support of services outlined in this SLA, KnowBe4 will respond to service-related incidents and/or requests submitted by Customer within the following time frames:

• Within 2 business days for issues classified as High Priority. “High Priority” means complete failure of the Web Hosted Services or the complete unavailability of core functionality of the Subscription Service.
• Within 3 business days for issues classified as Medium Priority. “Medium Priority” means impacted operations, core operations such as user and admin login operational but functionality impaired or requiring workarounds to achieve documented operation.
• Within 5 business days for issues classified as Low Priority. “Low Priority” means inconvenience due to operations not performing as defined or at a degraded speed.

Support Tiers:

Core Support will assist with: