Claroty Customer Support Policy ("SLA")

1. Definitions

Unless otherwise defined herein, capitalized terms used but not defined in this Support Agreement shall have the meanings given to them in the End User License Agreement (the “Agreement”).

“Downtime” means the total time within a Measured Period during which the Product is inoperable or inaccessible, excluding SLA Exclusions during such Measured Period.

“Incident” means any failure of the Product to conform in any material respect with the documentation.

“Urgent/Critical Priority Incident” means the Product is entirely inaccessible, or unable to perform critical functions, which has significant impact on normal use and/or is causing a severe disruption to normal production-related operations. Urgent/Critical Priority Incident will be downgraded to High Priority Incident or Medium Priority Incident once a workaround is available or the immediate outage has been restored.

“High Priority Incident” means the Product is operational, but one or more important features or sites are unavailable and significantly impacting the delivery of the operational use of the Product.

“Medium Priority Incident” means the Product is operating, but there is degradation in functionality, usability, or performance. Routine issues are classified as Medium Priority Incident by default.

“Low Priority Incident” means are Product-related questions or Product defects that can be circumvented without difficulty and/or have minimal disruption to the operations of the Customer.

“Measured Period” means the total number of minutes in any calendar month.

“Product” means Claroty’s Software as a Service mentioned under the Agreement.

“Scheduled Downtime” means any Downtime (i) of which Customer is notified at least one day in advance, or (ii) during a standard maintenance window, which shall occur between Sunday 8:00 AM GTM – 9 PM GTM, or at such other time, as published by Claroty from time to time, while the length of a maintenance downtime for xDome Secure Access is up to 60 minutes; (iii) downtime caused due to third party’s downtime (for example, AWS downtime). 

“Technical Support Contact” means the person(s) designated by the Customer as responsible for communications with Claroty regarding support Services hereunder.

“Technical Support” means technical support and/or maintenance assistance, as applicable, provided by Claroty through the Claroty Support Portal, email or otherwise, concerning the installation and/or use of the then-current release of Product.

“Availability” means the total period in minutes during which the Service is available for access and use during a Measured Period.

“Availability Percentage” means Availability expressed as a percentage, calculated in accordance with the following formula: 

Availability Percentage = X / (Y - Z)*100     

Where:

X = Availability

Y = Measured Period

Z = The duration (in minutes) of any SLA Exclusions during the applicable Measured Period

2. Availability

a) Claroty shall exercise its commercially reasonable efforts to perform the Services in accordance with, and in such a manner, to meet an Availability Percentage equal to or greater than (≥) 99.5%.

b) Claroty shall implement and operate those measurements and monitoring tools and methodologies that are reasonably necessary to enable Claroty to measure, monitor and report its performance in respect of the Services.

3. Support Services

a) Technical Support shall be available 24 hours per day, 7 days per week.

b) Claroty shall exercise its commercially reasonable efforts to perform the Services in accordance with, and in such a manner to meet the performance targets below:

c) Customers may contact Claroty with support requests as follows: 

Industrial: support@claroty.com

Healthcare: healthcare-support@claroty.com

Support Portal: https://help.claroty.com/hc/en-us/requests/new

d) The priority of each Incident shall be determined by Claroty

e) Claroty’s obligations hereunder are subject to the following:

• Customer’s Technical Support Contact shall cooperate with Claroty at all times during the provision of technical support and maintenance services hereunder; and

• Customer shall report to Claroty any and all problems with the Products and shall implement any corrective procedures provided by Claroty promptly after receipt.

4. Reporting

On an ongoing basis, Claroty shall report to Customer any problems known to Claroty that will likely result in an Incident and inform Customer of the remedial actions taken or that Claroty plans to take to avoid or mitigate the impacts of such Incident.

5. SLA Exclusions

a) Claroty's obligations hereunder are based on and subject to the Customer: (i) complying with the terms and conditions of the Agreement, including this SLA; (ii) complying  with Claroty’s instructions, if any, for performing any corrective action; and (iii) maintaining  the connectivity (with acceptable bandwidth) of the Customer's workstations to the main Internet, as well as creating and maintaining firewall definitions and opening required ports that permit access to the Service.

b) The following shall not be considered within the definition or calculation of Downtime: (i) Scheduled Downtime; (ii) backups of the Service; (iii) Service unavailability that is attributable to: (a) causes beyond Claroty’s reasonable control, such as a force majeure event, the performance of any third party hosting provider or communications or internet service provider; (b) Customer's failure to perform any obligation under the Agreement or this SLA that affects the performance of the Service; (c) any actions or omissions of the Customer or any third party acting on its behalf; and/or (d) Customer’s or any third party’s equipment or Product; (iv) Service unavailability caused by the suspension and termination of Customer's right to use the Service in accordance with the Agreement; and (v) separate instances of Service unavailability of less than 10 minutes duration each (each of (i) through (v) above, an “SLA Exclusion”).

Product Lifecycle & Version Support

Note: This section applies to Claroty CTD & Claroty xDome Secure Access (formerly Secure Remote Access (SRA)) only.

As the XIoT landscape and the threat actors targeting these assets continue to evolve, the capabilities of Claroty's products also evolve through periodic enhancements designed to ensure a consistently superior product experience. Upgrading your Claroty solution in a timely manner not only enables you to take advantage of the latest enhancements — but it is also essential to safeguarding your organization’s most critical assets. 

All customers with valid support contracts are strongly encouraged to reference our product lifecycle schedule, which details how long Claroty will support each product version following its release. This information is intended to help you stay ahead of potential risks and ensure maximum protection for your assets by informing your decisions regarding upgrade plans and timelines. 

Full Support

For one (1) year post the general availability of a major or minor release, Claroty will provide full support for the version. Full Support includes troubleshooting, product fixes for field bugs, and/or security updates. Any software fixes may be delivered in some combination of updates, maintenance releases, or as follow-ons to major or minor releases at Claroty’s discretion and depending on the nature and impact of the issue.

Extended Support

After Full Support has concluded per the below tables, Claroty will provide Extended Support for an additional six (6) months. Extended Support will be limited to best-effort troubleshooting, workarounds, and mitigating critical (CVSS 9+) security vulnerabilities. If a field bug is fixed in a later version, Claroty support will direct customers to upgrade to a more current version or release of that product.

End of Life

Once a product has reached its End of Life, no new fixes will be made to the product. Resolution of any issues will first require the customer to upgrade to a currently supported version of the product.

Continuous Threat Detection (CTD) Lifecycle

To avoid any confusion, the EOL date for the most recent release (last line) is only applicable to that release. As new versions of CTD are released, this table will be updated. There is no planned EOL date for the product line as a whole. All dates are at the end of the specified month.

CTD customers are welcome to read more about the support upgrade paths available in our Knowledge base.

Claroty xDome Secure Access (formerly Secure Remote Access (SRA)) Lifecycle

To avoid any confusion, the EOL date for the most recent release (last line) is only applicable to that release. As new versions of Claroty xDome Secure Access are released, this table will be updated. There is no planned EOL date for the product line as a whole. All dates are at the end of the specified month.