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Secureworks will use commercially reasonable efforts to make the Secureworks® Taegis™ VDR Cloud Service available 95% of the time, as measured by Secureworks across each calendar month of the Service Term, subject to the exclusions set forth below (the “Service Level Commitment”).

Availability of the Cloud Service is defined as the percentage of minutes in a calendar month that the Service is reachable through the Internet. The Service Level Commitment does not apply to any downtime, suspension, or termination that results from:

  1. account suspension or termination due to Customer’s breach of its agreement with Secureworks,
  2. routine scheduled maintenance,
  3. unscheduled, emergency maintenance or an emergency caused by factors outside Secureworks’ reasonable control, including force majeure events such as acts of God, acts of government, flood, fire, earthquake, civil unrest, acts of terror, Customer Data, any third-party integrations with the Cloud Service or Internet Service Provider failures or delays, or
  4. a customer’s equipment, software or other technology, or third-party equipment, software or technology (other than those which are under Secureworks’ control). It is understood and agreed that availability of the Cloud Service depends on third-party service providers and as such, Secureworks shall make reasonable efforts to minimize the unavailability of the Cloud Service caused by such third-party service providers.

Recovery Point Objective (RPO)

Secureworks will use commercially reasonable efforts to maintain periodic backups of Customer’s environment. Secureworks works to provide Customer with a Recovery Point Objective of 48 hours in the event of a system failure.


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