x
e Reasonable availability of Customer representative(s) when resolving 4 service-related
incident or request.
* KnowBed Requirements. KnowBe4 responsibilities and/or requirements in support of this
Service Level Agreement include (without limitation):
* Meeting response times associated with service-related incidents.
® Response Times: in support of services outlined in this Service Level Agreement, KnowBe4 will
respond to service related incidents and/or requests submitted by Customer within the following
time frames:
J
e
e
Within 36 hours (during business hours) for issues classified as High priority.
Within 72 hours for issues classified as Mediurn priority.
Within 5 working days for issues classified as Low priority.
High Medium Low Priorty
Priority Priority
incdent | Service Service Service
unavailable | unavailable | unavailable
effecting ai | effecting affecting
users more than i | only t user
user, Gul <5
users
Raquest | Feature not | Feature not | New festure
workingas | working the | request! that
advertised, | way requires &
effecting all | Customer response
users intended
based upon
routually
agreed
functionally
5. Third Party Compliance.
®
6 Thers:
&
@
dat
©
KnowBe4 agrees to diligently monitor Amazon’s compliance as provid
hitp://aws.amazon.com/compliance
Tier 1 Support will assist with:
o. Password resets
Q Feature requests
o Phishing and Training Campaign creation
o €xplaining overall navigation of the training console, including best practices
© Issues accessing the training console
o Whitelisting to ensure successful delivery of email from our servers
© issues related to accessing/completion of training modules
Tier 2 Support is available for:
© Resolving ohishing/training result discrepancies
o SAML Single Sign-Gn support and troubleshooting
© Phish Alert Button installation
o Active Directory Integration support
4814-3217-2566.2
