ゼロトラストとSASEの未来は今です!オンデマンドで視聴する

閉める
閉める
  • Netskopeが選ばれる理由 シェブロン

    ネットワークとセキュリティの連携方法を変える。

  • 導入企業 シェブロン

    Netskope は世界中で 3,000 を超える顧客にサービスを提供しており、その中にはフォーチュン 100 企業の 25 以上が含まれます

  • パートナー シェブロン

    私たちはセキュリティリーダーと提携して、クラウドへの旅を保護します。

Highest in Execution. Furthest in Vision.

ネットスコープは2023年Gartner®社のセキュリティ・サービス・エッジ(SSE)のマジック・クアドラント™でリーダーの1社として評価されました。

レポートを読む
ネットスコープは2023年Gartner®社のセキュリティ・サービス・エッジ(SSE)のマジック・クアドラント™でリーダーの1社として評価されました。
私たちは、お客様が何にでも備えることができるように支援します

See our customers
窓の外を見て微笑むメガネをかけた女性
Netskopeのパートナー中心の市場開拓戦略により、パートナーは企業のセキュリティを変革しながら、成長と収益性を最大化できます。

Netskope パートナーについて学ぶ
色々な若い専門家が集う笑顔のグループ
明日に向けたネットワーク

サポートするアプリケーションとユーザー向けに設計された、より高速で、より安全で、回復力のあるネットワークへの道を計画します。

ホワイトペーパーはこちら
明日に向けたネットワーク
Introducing the Netskope One Platform

Netskope One is a cloud-native platform that offers converged security and networking services to enable your SASE and zero trust transformation.

Netskope One について学ぶ
Abstract with blue lighting
セキュアアクセスサービスエッジ(SASE)アーキテクチャの採用

Netskope NewEdgeは、世界最大かつ最高のパフォーマンスのセキュリティプライベートクラウドであり、比類のないサービスカバレッジ、パフォーマンス、および回復力を顧客に提供します。

NewEdgeの詳細
NewEdge
Netskope Cloud Exchange

Netskope Cloud Exchange (CE) は、セキュリティポスチャに対する投資を活用するための強力な統合ツールを提供します。

Cloud Exchangeについて学ぶ
Netskopeの動画
  • セキュリティサービスエッジ製品 シェブロン

    高度なクラウド対応の脅威から保護し、あらゆるベクトルにわたってデータを保護

  • Borderless SD-WAN シェブロン

    すべてのリモートユーザー、デバイス、サイト、クラウドへ安全で高性能なアクセスを提供

  • Secure Access Service Edge シェブロン

    Netskope SASE は、クラウドネイティブで完全に統合された単一ベンダーの SASE ソリューションを提供します。

未来のプラットフォームはNetskopeです

インテリジェントセキュリティサービスエッジ(SSE)、クラウドアクセスセキュリティブローカー(CASB)、クラウドファイアウォール、セキュアウェブゲートウェイ(SWG)、およびZTNAのプライベートアクセスは、単一のソリューションにネイティブに組み込まれており、セキュアアクセスサービスエッジ(SASE)アーキテクチャへの道のりですべてのビジネスを支援します。

製品概要はこちら
Netskopeの動画
Next Gen SASE Branch はハイブリッドである:接続、保護、自動化

Netskope Next Gen SASE Branchは、コンテキストアウェアSASEファブリック、ゼロトラストハイブリッドセキュリティ、 SkopeAI-Powered Cloud Orchestrator を統合クラウド製品に統合し、ボーダレスエンタープライズ向けに完全に最新化されたブランチエクスペリエンスを実現します。

Next Gen SASE Branchの詳細はこちら
オープンスペースオフィスの様子
SASEアーキテクチャの設計 For Dummies

SASE設計について網羅した電子書籍を無償でダウンロード

電子書籍を入手する
最小の遅延と高い信頼性を備えた、市場をリードするクラウドセキュリティサービスに移行します。

NewEdgeの詳細
山腹のスイッチバックを通るライトアップされた高速道路
アプリケーションのアクセス制御、リアルタイムのユーザーコーチング、クラス最高のデータ保護により、生成型AIアプリケーションを安全に使用できるようにします。

生成AIの使用を保護する方法を学ぶ
ChatGPTと生成AIを安全に有効にする
SSEおよびSASE展開のためのゼロトラストソリューション

ゼロトラストについて学ぶ
大海原を走るボート
NetskopeがFedRAMPの高認証を達成

政府機関の変革を加速するには、Netskope GovCloud を選択してください。

Netskope GovCloud について学ぶ
Netskope GovCloud
  • リソース シェブロン

    クラウドへ安全に移行する上でNetskopeがどのように役立つかについての詳細は、以下をご覧ください。

  • ブログ シェブロン

    Learn how Netskope enables security and networking transformation through security service edge (SSE)

  • Events and Workshops シェブロン

    最新のセキュリティトレンドを先取りし、仲間とつながりましょう。

  • 定義されたセキュリティ シェブロン

    サイバーセキュリティ百科事典、知っておくべきすべてのこと

「セキュリティビジョナリー」ポッドキャスト

選挙、偽情報、治安
このエピソードでは、有権者登録と投票所での物理的な管理に関する選挙セキュリティの側面を見ていきます。

ポッドキャストを再生する
ブログ: Elections, Disinformation, and Security (選挙、偽情報、セキュリティ)
最新のブログ

Read how Netskope can enable the Zero Trust and SASE journey through security service edge (SSE) capabilities.

ブログを読む
日の出と曇り空
SASE Week 2023年:SASEの旅が今始まります!

第4回 SASE Weekのリプレイセッション。

セッションの詳細
SASE Week 2023
セキュリティサービスエッジとは

SASEのセキュリティ面、ネットワークとクラウドでの保護の未来を探ります。

セキュリティサービスエッジの詳細
4方向ラウンドアバウト
  • 会社概要 シェブロン

    クラウド、データ、ネットワークセキュリティの課題に対して一歩先を行くサポートを提供

  • リーダーシップ シェブロン

    Netskopeの経営陣はお客様を成功に導くために全力を尽くしています。

  • カスタマーソリューション シェブロン

    お客様の成功のために、Netskopeはあらゆるステップを支援いたします。

  • トレーニングと認定 シェブロン

    Netskopeのトレーニングで、クラウドセキュリティのスキルを学ぶ

データセキュリティによる持続可能性のサポート

Netskope は、持続可能性における民間企業の役割についての認識を高めることを目的としたイニシアチブである「ビジョン2045」に参加できることを誇りに思っています。

詳しくはこちら
データセキュリティによる持続可能性のサポート
思想家、建築家、夢想家、革新者。 一緒に、私たちはお客様がデータと人々を保護するのを助けるために最先端のクラウドセキュリティソリューションを提供します。

当社のチーム紹介
雪山を登るハイカーのグループ
Netskopeの有能で経験豊富なプロフェッショナルサービスチームは、実装を成功させるための規範的なアプローチを提供します。

プロフェッショナルサービスについて学ぶ
Netskopeプロフェッショナルサービス
Netskopeトレーニングで、デジタルトランスフォーメーションの旅を保護し、クラウド、ウェブ、プライベートアプリケーションを最大限に活用してください。

トレーニングと認定資格について学ぶ
働く若い専門家のグループ

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 a Customer-specific feature request, a change in Customer behavior, or other general questions with respect to Services.

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.

 

Support Services

Basic Support

Premium Support

Premium Plus Support

Hours of Operation

Business hours*

24/7/365

24/7/365

Email/Web support

Yes

Yes

Yes

Phone Support

No

Yes

Yes

Off hours on-call support

No

Yes

Yes

Notifications (Change, Maintenance, Upgrades, Updates, etc.)

Yes

Yes

Yes

Knowledge Hub access

Yes

Yes

Yes

Initial Response Times

Basic Support

Premium Support

Premium Plus Support

P1 (Urgent)

P2 (High)

1 business day

P3 (Normal)

2 business days

P4 (Low)

5 business days

*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

By web: (Preferred)By email:By telephone:
Netskope support portal:
https://support.netskope.com
[email protected]US: +1 800-685-2098
UK: +44 84-5528-0141
Australia: +61 1-800-505-486
Europe: +44 84-5528-0141
India: 000-8001-004-400
New Zealand: +64 80-035 9800
Singapore: +65 1-800-321-1684

B. Escalation Procedure. Support includes the ability to escalate Support requests that are not addressed within the target times above to the Support Technical Leads and Management team by email to [email protected], stating the reason and business impact for the escalation.

 

 

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):

Availability PercentageCredit Days
>= 99.999%0 Days
99.99% - < 99.999%2 Days
99.00% - < 99.99%5 Days
98.00% - < 99.00%10 Days
< 98.00%24 Days
  • For China Elite:

Availability PercentageCredit Days
>= 99.99%0 Days
99.80% - < 99.99%2 Days
99.00% - < 99.80%5 Days
98.00% - < 99.00%10 Days
< 98.00%24 Days
  • For China Premium:

Availability PercentageCredit Days
>= 99.9%0 Days
99.50% - < 99.9%2 Days
98.00% - < 99.50%5 Days
96.00% - < 98.00%10 Days
< 96.00%24 Days
  • For Netskope Borderless SD-WAN Services:

Availability PercentageCredit Days
>= 99.99%0 Days
99.00% - < 99.99%2 Days
97.00% - < 99.00%5 Days
95.00% - < 97.00%10 Days
< 95.00%24 Days
  • For all other Services:

Availability PercentageCredit Days
>= 99.9%0 Days
99.00% - < 99.9%2 Days
97.00% - < 99.00%5 Days
95.00% - < 97.00%10 Days
< 95.00%24 Days

 

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:

95th Percentile of Hourly Round-Trip Processing LatencyCredit Days
N/A
>=50ms but <75ms7 Days
>=75ms but <100ms15 Days
>=100ms30 Days

 

  • For Non-Decrypted Transactions:

95th Percentile of Hourly Round-Trip Processing LatencyCredit Days
N/A
>=10ms but <20ms7 Days
>=20ms but <30ms15 Days
>=30ms30 Days

 

 

III. Malware Protection Measurement and Credits.

A. Definitions.

  • “Identified Malware” means malicious software, including viruses and the like, designed to interfere with the normal function of a computer or network of computers, for which:
    • a signature has already been made publicly available for a minimum of one (1) hour for configuration by Netskope’s third party commercial scanner; and
    • is included in the Wild List and identified as being “In the Wild” by a minimum of three (3) Wild List participants.
  • “Transaction” means an HTTP or HTTPS request sent to or from Customer through its use of Netskope Secure Web Gateway (SWG), Netskope NG Secure Web Gateway (NG SWG) or Cloud Inline (CASB-Inline).
  • “Identified Malware Secure Rate” means during any calendar month, the number of Transactions with Identified Malware secured by the Services, divided by total Transactions with Identified Malware received by Netskope through Customer’s Services.

 

B. Credits (Malware Protection). If the Services do not achieve an Identified Malware Secure Rate of 100% during any calendar month, Netskope shall provide a credit equal to the number of Credit Days in accordance with the actual Malware Capture Rate as set forth in the table below for the affected Services. Each Credit Day is 1/365th of the annual fee for the affected Service.

 

Malware Capture RateCredit Days
>= 99.00%7 Days
= 98.00%15 Days
< 98.00%30 Days

 

For the Identified Malware Secure Rate service level and credit to apply, Customer must utilize the Services with Netskope Threat Protection and otherwise in accordance with the recommended threat protection settings on Customer’s user interface. Customer’s systems are deemed to be infected if an Identified Malware contained in a Transaction received through the Services has been activated within Customer’s systems, either automatically or with manual intervention. If Netskope detects but does not secure an Identified Malware, Customer agrees to cooperate with Netskope nonetheless to identify and delete the Identified Malware.

 

IV. Claims. To receive an Availability, Latency or Malware Protection credit, Customer must notify Netskope in writing within 15 days after the end of the month in which the credit arose; any credits not claimed within that period are waived and forfeited. Credits shall be applied against the next Services renewal and shall not be cumulative beyond a total of 30 days of fees for the affected Service during any Services annual period. Credits and rights of termination below are the sole and exclusive remedies for failure to meet the service levels above. Netskope will, upon request, make available a report of the Availability and Latency for each month, upon request to the extent such information is not available through the Service.

 

V. Termination Rights.

A. Availability. In addition to any termination rights in the Agreement,
(a) with respect to Inline Services (excluding China Elite or China Premium), if Netskope fails to meet an Availability Percentage of (i) 99.999% during 2 consecutive calendar months; (ii) 99.999% during any 3 calendar months within a 12 month period; or (iii) 97% for any single month; and (b) with respect to Services other than Inline Services (excluding China Elite or China Premium) and Netskope Borderless SD-WAN Services, if Netskope fails to meet an Availability Percentage of (i) 99.9% during 2 consecutive calendar months; (ii) 99.9% during any 3 calendar months within a 12 month period; or (iii) 95% for any single month; then in the event of (a) or (b), Customer may terminate the affected Services upon written notice to Netskope without further obligation or liability to Netskope and Netskope shall refund the pro rata portion of any pre-paid fees received by Netskope for the remaining Services Subscription Period after the effective date of termination.

B. Latency. In addition to any termination rights in the Agreement,
(a) with respect to Inline Services and Decrypted Transactions, if Netskope fails to meet a 95th Percentile of Hourly Round-trip Processing Latency of: (i) less than 50 ms during 2 consecutive calendar months; (ii) less than 50 ms during any 3 calendar months within a 12 month period; or (iii) less than 100 ms for any single month; and (b) with respect to Inline Services and Non-Decrypted Transactions, if Netskope fails to meet a 95th Percentile of Hourly Round-trip Processing Latency of: (i) less than 10 ms during 2 consecutive calendar months; (ii) less than 10 ms during any 3 calendar months within a 12 month period; or (iii) less than 30 ms for any single month; then in the event of (a) or (b), Customer may terminate the affected Latency Inline Services upon written notice to Netskope without further obligation or liability to Netskope and Netskope shall refund the pro rata portion of any pre-paid fees received by Netskope for the remaining Services Subscription Period after the effective date of termination.

 

 

GENERAL

A. Warranty; Disclaimer. Netskope warrants that the Support shall be performed in a professional manner by qualified personnel familiar with the Services. EXCEPT FOR THE EXPRESS WARRANTY ABOVE, NETSKOPE MAKES NO WARRANTIES, GUARANTEES OR CONDITIONS REGARDING THE SUPPORT, EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE AND NETSKOPE SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THESE SUPPORT AND SERVICE LEVEL TERMS CONSTITUTE A SERVICE CONTRACT AND NOT A WARRANTY REGARDING THE SERVICES OR RELATED PRODUCTS; THE SERVICES AND ANY RELATED PRODUCTS PROVIDED BY NETSKOPE ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN NETSKOPE’S SUBSCRIPTION SERVICES AGREEMENT OR OTHER AGREEMENT SIGNED BY NETSKOPE AND CUSTOMER. THESE SUPPORT AND SLA TERMS DO NOT CHANGE OR SUPERSEDE ANY WARRANTIES OF SUCH AGREEMENT.

B. Limitation of Liability. IN NO EVENT SHALL NETSKOPE’S LIABILITY RELATING TO PROVISION OF SUPPORT OR THESE SUPPORT AND SLA TERMS EXCEED THE AMOUNT ACTUALLY RECEIVED BY NETSKOPE FOR THE SUPPORT GIVING RISE TO SUCH LIABILITY. IN NO EVENT WILL NETSKOPE BE LIABLE FOR LOST PROFITS, LOSS OF USE, LOSS OF DATA, COST OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICE, OR FOR ANY SPECIAL INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES OF ANY KIND AND HOWEVER CAUSED, UNDER ANY LEGAL OR EQUITABLE THEORY OF LIABILITY RELATING TO SUPPORT, WHETHER FOR BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE AND STRICT LIABILITY) OR OTHERWISE. THE PARTIES ACKNOWLEDGE THAT THE SUPPORT CHARGES WERE DETERMINED BASED UPON THE FOREGOING LIMITATION OF LIABILITY.

C. Governing Law. The governing law and jurisdiction set forth in Netskope’s Subscription Services Agreement (or other agreement signed by Netskope and Customer) shall apply.

D. Entire Agreement Severability. These Support and SLA terms together with Netskope’s Subscription Services Agreement (or other agreement signed by Netskope and Customer) constitute the entire agreement between Customer and Netskope with respect to Support and supersedes any other verbal or written communications or advertising. If any provision of these terms is held invalid, the remainder of these terms will continue in full force and effect.

 

Version updated June 30, 2023.