Netskope Support and Service Level Terms

The support, service levels and general terms below set forth the terms and conditions under which Netskope, Inc. (“Netskope”) provides the support services (“Support”) and service levels (“SLA”) to the end user customer (“Customer”) purchasing Netskope cloud subscription services (“Services”). By accessing or using the Services, Customer agrees to be bound by and accept these terms and conditions. The Services are subject to the terms of the Netskope Subscription Services Agreement available at https://www.netskope.com/subscription-terms/.

SUPPORT

I. General. Basic Support is included with purchase of the Services. Any level of Premium Support (including Premium Plus and any other “Premium” designated Support service) is provided only if purchased separately. Support is provided in the English language. Netskope may, at its discretion, update and modify these terms and Support descriptions by posting new terms, to be effective with respect to purchases and renewals of Services after new terms are posted.

II. Definitions.

A. “Documentation” means Netskope’s published specifications and documentation for the Services in effect as of the date the Services are purchased by Customer, as such specifications and documentation may be updated or revised by Netskope in connection with subsequent Upgrades and Updates.

B. “Error” means an identified error or fault in the Software or in the systems used by Netskope to provide the Service that causes a failure of the Service to perform in accordance with the Documentation.

C. “Hardware” means the Netskope hardware products that are provided by Netskope for use with a Service.

D. “Hotfix” means a planned software change that is done to address a specific bug or to patch vulnerabilities. Hotfixes do not have a specific frequency and are done on an as-needed basis.

E. “Planned Maintenance” means planned and scheduled implementation of Upgrades, network, or infrastructure changes for Services maintenance.

F. “Software” means (i) the client software that Netskope may provide for use on computers or personal devices in connection with the Services; or (ii) with respect to Hardware, the software embedded or provided for use on the Hardware.

G. “Updates” means updates and new versions of Software, if and when available, that Netskope generally releases from time to time to customers without additional fees. Updates may include new features required to support functionality in the Services or Hotfixes.

H. “Upgrades” means upgrades of the Services, if and when available, that Netskope generally releases from time to time to customers without additional fees. Upgrades may include new features, functionality or Hotfixes applicable to the Services.

I. “Workaround” means a suggested change to Customer in the use of or access to the Services or Software intended to address an issue with the Service or Software in order to temporarily resolve P1/Urgent or P2/High Errors and enable the Services or Software to function in accordance with Documentation until an Upgrade or Update is provided.

III. Upgrades and Planned Maintenance.

A. As part of Support, Netskope will make available to Customer all Upgrades and Updates applicable to the Services purchased by Customer as and when such Upgrades and Updates are made generally available by Netskope.

B. Netskope maintains a Planned Maintenance calendar available through the customer portal. Notice of Planned Maintenance will include the scheduled maintenance window and expected impact on Services, if any. Netskope will notify Customer when Planned Maintenance has been completed.

IV. Accessing Support Services.

A. Support Requests. Hours of operation and methods for accessing Support are provided in the table below.Customer contacts accessing Support must be registered with Netskope for Netskope to verify authorized representatives for communications and notices. Customer is responsible for creating and deleting Customer contact registration accounts; the number of Customer’s registered contacts who may access Support is not limited. Netskope will assign appropriate personnel and work to resolve reproducible Errors reported by Customer affecting the Services in accordance with the table below.

B. Severity. Customer shall reasonably designate the initial severity level of each incident reported to Netskope pursuant to the criteria below. Severity level will be updated by the parties as information is gathered, the issue is investigated, and Workarounds are made available.

• P1 (Urgent) – Refers to issues with critical impact experienced by a substantial percentage of Customer’s User population. Examples include Netskope web UI outage or performance degradation to the point where system is unusable without a Workaround.
• P2 (High) – Refers to issues affecting important functions experienced by a smaller percentage of Customer’s User population but still presenting substantial problems. Examples include inability to use a cloud application or not able to perform a critical function like creating policies on the Netskope web UI. This includes P1 issues for which a temporary Hotfix or Workaround has been provided.
• P3 (Normal) – Refers to issues where non-mission critical functionality is missing or not working in accordance with the Documentation.
• P4 (Low) – Refers to non-urgent issues that have minimal or no impact on business operations. Operations can continue normally without immediate attention to the issue.

C. Response Times. Target response times are set forth in the table below for the applicable Support levels. Receipt of a Support request and necessary information is required for Netskope to commence Error correction efforts to address performance deficiencies in the Services, including providing a Workaround and/or correcting reproducible Errors in the Services or Software.

*8 AM – 5 PM local Customer time, Monday through Friday (excluding major holidays)

D. Information Required for Support Requests. For Netskope to respond to Support requests and correct Errors or diagnose issues with Hardware or Software, Customer shall notify Netskope and provide Netskope with reasonable cooperation and available information sufficient to enable Netskope to locate and reproduce the Error or diagnose the Hardware or Software issue. When contacting Netskope to initiate a Support request, the Customer contact will provide the following information as available, and will update Netskope as additional information becomes available. Customer’s failure or delay in providing requested information may prevent Netskope from timely diagnosing and resolving the issue.

• Problem Statement: Identify clearly and specifically the Error experienced.
• Steps to Reproduce: How Netskope can reproduce the Error.
• Impact Statement: How the problem is impacting Customer’s business. For example, user is not able to access a specific application or not able to login to Netskope UI.
• Additional Contact Information: Any additional phone numbers or email addresses that may be required for a follow-up or further contact.
• Troubleshooting: Any troubleshooting steps already performed by Customer.
• Hardware Diagnostics: Any log files, trace and systems files for the affected units.
• Screenshots and error messages: Any available screenshots, and specific error messages.
• Network information: Source IP address, public IP address, trace route and ping information.
• Software Diagnostics: Log files (client side).
• Screen sharing (e.g., Zoom) with Netskope of a Customer computer display (optional).

V. Hardware Support.

A. Software Releases. For current Subscriptions that include Hardware, Support also includes access to Updates. For selected Services (including Netskope IoT Security Services), installation and configuration of Updates is implemented remotely by Netskope in accordance with Netskope Software release processes; Customer is responsible for ensuring that system configurations allow Netskope to remotely access Hardware and install current Updates. Support for such Services does not include prior release versions no longer supported by Netskope; access to and use of such Services may require installation of the current Update. For other Services (including Netskope Borderless SD-WAN Services), Netskope will make Updates available on the Services portal. Installation and configuration of such Updates is not included as part of Support and is the responsibility of the Customer. Netskope will provide Support for Software release versions in accordance with its published software life cycle policy; Support does not include prior release levels no longer supported in accordance with the policy and may require installation of the current Update. Support does not entitle Customer to software that is designed to provide access to subscription services or functionality that are not included in Customer’s current Subscription. Correction of Errors or Hardware issues may require implementation of a currently supported Update.

B. Hardware Replacement. Hardware replacement services applicable to Customer’s Subscription are described at https://www.netskope.com/hardware-terms. Support does not apply to third party hardware not provided by Netskope. Netskope may, at its option, replace Hardware with current models or refurbished units. However, Support and Hardware replacement do not entitle Customer to Hardware upgrades or replacement of Hardware no longer supported with current models; replacement with current models is subject to purchase by Customer.

C. Exclusions; Unauthorized Equipment. Netskope shall not be responsible or liable for correcting any Errors that are not reproducible by Netskope or problems due to: (i) Customer’s failure to implement Updates made available under Support; (ii) the use or operation of the Hardware other than as set forth in the Hardware Documentation; (iii) any customizations, alterations, modifications of or additions to the Software other than Updates; or (iv) accident, negligence, improper installation, environmental factors, or misuse of the Hardware. Software licenses are not transferable to, and Netskope does not extend Support or provide Updates for, any Hardware units purchased from any third party that is not an authorized Netskope reseller.

VI. Additional Support Provisions. Netskope will also provide the following as part of Support:

A. Notice of P1 and P2 Issues by Netskope. Netskope will use reasonable efforts to promptly notify Customer if Netskope becomes aware of a P1 or P2 issue affecting Customer.

B. Correction Plan. In each instance of a confirmed P1 or P2 Error reported by Customer, Netskope will, after the initial response to such report, provide to Customer, within a time frame mutually agreed upon by the parties, an action plan for resolution of the Error. Customer shall have access to the current status of any issue ticket in the Netskope Support Portal.

C. Support Targets. In the event that Netskope fails to achieve any Service level target set forth above for a P1 or P2 Error, Netskope shall, as soon as practicable after the resolution of the Support request, (i) perform a root-cause analysis to identify the cause of such failure; (ii) provide Customer with a report detailing the cause of, and procedure for correcting, such failure; and (iii) provide Customer with the measures that Netskope is taking to prevent similar failures.

D. Support Resources. Customer will, without additional charge, have 24×7 access to any Internet based technology support and download facilities, bulletin boards, and websites relating to the Services that is generally provided by Netskope to its customers.

VII. Contacts and Escalation.

A. Contacting Netskope Support

B. Escalation Procedure. Support includes the ability to escalate Support requests that are not addressed within the target times above to the Support Leadership team by utilizing the “Need to Escalate” function found within the ticket on the Netskope support portal.

SERVICE LEVELS

I. Availability Measurement and Credits.

A. Definitions.

• Availability.
  • For Inline Services, “Available” or “Availability” means the availability of the Netskope data centers providing the Inline Services to accept data packets and transmit to/from Internet destinations, and does not include availability of the web user interface (UI) and REST APIs.
  • “Inline Services” with respect to Availability means Netskope Private Access (NPA), Netskope Secure Web Gateway (SWG), Netskope Next Gen Secure Web Gateway (NG SWG), Netskope Cloud Inline (CASB-Inline) and Netskope Cloud Firewall (CFW) Services, in each case deployed as to allow for real-time visibility and control, and configured by Customer or Netskope, as applicable, for failover to alternate Netskope data centers.
  • For Netskope Borderless SD-WAN Services, “Available” or “Availability” means the Netskope Hosted Borderless SD-WAN Management Console is operational and accessible to the Customer.
  • For all other Services, “Available” or “Availability” means the time the Services are available for access and use by Customer and Customer’s users over the Internet, and all features and functions of the Services, including web user interface (UI) and REST APIs, are operational in material conformity to the applicable Documentation.
• “Availability Percentage” means the average percentage of time which a Service is Available during a calendar month, excluding unavailability attributable to any Availability Exclusions.
• “Availability Exclusions” means
  • outages/degradations of performance due to any intermediate Internet service provider (“ISP”) or other public Internet infrastructure, but not including the data center facilities, equipment, and other physical infrastructure operated by Netskope to provide the Services as well as Netskope Internet connectivity that is under Netskope’s control;
  • failures/problems caused by equipment, software, systems, or Internet connectivity, or their respective configurations, that are controlled or operated by Customer;
  • failures/problems caused by Customer’s implementation, including steering, application connector or other configuration related issues;
  • Customer’s unavailability, failure or delay in actions required to restore the Services, including Customer’s failure to timely provide accurate and current contact or other necessary information, and Customer’s failure to implement Software updates, workarounds or configuration changes recommended by Netskope;
  • Force majeure events affecting the Services, including, without limitation, fire, flood, earthquake, act of God, war, riot, civil disorder, government inaction, restrictions or intervention, telecommunications outages, restrictions, or disruptions, shortages in supply or capacity of third parties, or any other event beyond the reasonable control of Netskope (“Force Majeure”);
  • suspension of the Services by Netskope as necessary to protect the security of Customer, other customers or the Services;
  • for all Services other than Inline Services and Netskope Borderless SD-WAN Services, Planned Maintenance up to 2 hours per month; and
  • for Netskope Borderless SD-WAN Services, all Planned Maintenance, and Emergency Maintenance. “Emergency Maintenance” means circumstances where, in Netskope’s reasonable judgment, the maintenance cannot be performed as Planned Maintenance due to the urgent nature of the threat or potentially negative impact of failure to perform the maintenance.

B. Credits (Availability). If the Services do not achieve the Availability Percentage during any month as provided below, Netskope shall provide a credit equal to the equivalent of the number of Credit Days in the table below for the affected Service. Each Credit Day is 1/365th of the annual fee for the affected Service.

• For Inline Services (excluding China Elite or China Premium):

• For China Elite:

• For China Premium:

• For Netskope Borderless SD-WAN Services:

• For all other Services:

II. Latency Measurement and Credits.

A. Definitions.

• “Round-Trip Processing Latency” means the measure of time beginning when the Inline Services receive a request for a particular transaction from an end-user until the Inline Services respond to the end-user, less the time taken by 3rd parties to receive and respond to the same transaction and the time taken for DLP and threat scanning. Round-Trip Processing Latency does not apply to transactions covered by Latency Exclusions.
• “Inline Services” with respect to Round Trip Processing Latency means Netskope Secure Web Gateway (SWG), Netskope Next Gen Secure Web Gateway (NG SWG), Netskope Cloud Inline (CASB-Inline) and Netskope Cloud Firewall (CFW) Services, deployed as to allow for real-time visibility and control, and configured by Customer or Netskope, as applicable, for failover to alternate Netskope data centers.  “Inline Services” with respect to Round Trip Processing Latency excludes the web user interface (UI) and REST API’s as well as Netskope Borderless SD-WAN Services and Netskope IoT Security Services.
• “Latency Exclusions” means otherwise-qualified Inline Service transactions which:
  • Contain a greater than 1 MB (megabyte) request or response.
  • Are subject to a Force Majeure event.
• “Hourly Round-Trip Processing Latency” means the average of all data points for Round-Trip Security Processing Latency in any hour.
• “Decrypted Transactions” means HTTPS transactions where TLS/SSL decryption takes place.
• “Non-Decrypted Transactions” means HTTP transactions and HTTPS transactions where no TLS/SSL decryption takes place.

B. Credits (Latency).For failure to meet the applicable Latency SLA during any calendar month, Netskope will provide a credit equal to the Credit Days divided by the number of days in the affected month, times one month of fees for the affected Service.

• For Decrypted Transactions: