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.