Service Level Agreements
GreyMatter will be Available at least 99.9% of each full calendar quarter of the Order Term. If Availability falls below 99.9% in an applicable calendar quarter, Customer may claim the applicable credit (a “GM SLA Credit”) as set forth below:
| Percentage Availability Per Calendar Quarter | GM SLA Credit |
|---|---|
| ≥ 99.9% | NO GM SLA CREDIT |
| ≥ 99.0%, but < 99.9% | 1% of the Quarterly Fee |
| ≥ 95.0%, but < 99.0% | 2% of the Quarterly Fee |
| < 95.0% | 5% of the Quarterly Fee |
Exclusions: The Availability commitment and any GM SLA Credit do not apply if Customer is in breach of the Order or to any downtime, suspension, or termination of GreyMatter resulting from:
ReliaQuest and GreyMatter will analyze alerts generated by Customer’s in-scope Supported Sources, based on the severity level assigned to each alert, within the Measured SLA time frames.
| Severity | Description | Acknowledgment & Notification | Analysis |
|---|---|---|---|
| Critical | labeled RQ-SC-* | 5 minutes | 60 minutes |
| High | labeled RQ-SH-* | 10 minutes | 90 minutes |
| Medium | labeled RQ-SM-* | 15 minutes | 240 minutes |
| Low | labeled RQ-SL-* | 20 minutes | 480 minutes |
| * includes GreyMatter equivalent RQ Labelled Content description | |||
Exclusions: ReliaQuest will not be responsible for the failure to meet the Measured SLA, or the failure to perform within the designated time frames or otherwise, because of an issue outside ReliaQuest’s reasonable control, such as VPN connectivity downtime; account issues; system downtime issues; SMTP or alert forwarding issues; data processing or indexing gaps; anomalous alert volume; errors, delays, or failures by Customer’s security technology; unconfigured or improperly configured integrations; delay in or failure to respond to tuning or authorization requests by ReliaQuest; or alerts generated during the first three (3) months after the implementation phase.
ReliaQuest targets the Response times set forth below for calls to the on-duty ReliaQuest operation center (at the then-current telephone number) and for support tickets submitted in GreyMatter Case Management (or RQ Portal, if applicable):
| Description | Response |
|---|---|
| Operation Center Calls | 5 minutes |
| GreyMatter Case Management Ticket | 120 minutes |
Customer must report an active or suspected emergency by telephone to the on-duty ReliaQuest operation center. Customer may submit any other non-emergency ticket via GreyMatter Case Management (or RQ Portal, if applicable).
GM SLA Credits: To receive a GM SLA Credit, Customer must notify ReliaQuest in writing within five (5) days following the end of the applicable calendar quarter in which the Availability commitment was not met, and the notice must describe the claim in reasonable detail and identify the associated downtime supporting such claim. ReliaQuest reserves the right to deny the GM SLA Credit if the Customer does not qualify for such GM SLA Credit. The GM SLA Credit set forth in the GM SLA Credit table above is the Customer’s sole and exclusive remedy for breach or failure to satisfy the Availability commitment. Any GM SLA Credit owed by ReliaQuest shall be credited to Customer on the next invoice.
Definitions
Any capitalized term included in this service level agreement and not defined herein shall have the meaning provided by the Order (including, where applicable, the Ongoing Enablement description).
“Acknowledgment & Notification” means, after an alert for ReliaQuest Labeled Content (excluding Customer-created or ad-hoc Content) is generated by Customer’s internal data sources in scope and is received by GreyMatter, the GreyMatter Case Management (or RQ Portal, where active for Customer) status for the alert is modified to ‘In Progress’ or ReliaQuest initiates a notification to Customer with respect to the alert via email, telephone call, GreyMatter, or the GreyMatter Mobile Application, whichever is earliest.
“Analysis” means, after Acknowledgment & Notification, the earliest to occur among the following: ReliaQuest delivers the results of its investigation to Customer, the investigation is escalated to a new status (depending on the specifics of the investigation), or GreyMatter initiates an approved containment action for Customer’s in-scope, eligible, and properly-configured Supported Source with respect to the alert.
“Available” or “Availability” means that Customer can log in to its GreyMatter account during the applicable calendar quarter, as determined by ReliaQuest.
“Customer” means the customer or end user identified in the Order as receiving or purchasing the ReliaQuest Platform.
“Measured SLA” means the average amount of time to satisfy the applicable Acknowledgment & Notification criteria or Analysis criteria, as measured on a monthly aggregate basis, excluding any excused response failure.
“Order Term” means the period of time set forth in the applicable Order during which Customer is authorized by ReliaQuest to access and use GreyMatter and any related services, including Ongoing Enablement.
“Quarterly Fee” means one-fourth (1/4) of the annual fee charged for the ReliaQuest Platform as shown in the Order.
“Response” means the Service Level Objective that measures the average period of time within which ReliaQuest will endeavor to either respond to Customer’s phone call to the on-duty ReliaQuest operation center or to respond to Customer’s written request for support submitted via a support ticket in GreyMatter Case Management, each as measured on a monthly aggregate basis. In each case, such Response may be achieved or tracked by way of a case in GreyMatter Case Management or via email or a phone call to the phone number(s) associated with Customer’s account in GreyMatter.
“Service Level Objective” or “SLO” means the non-binding operational targets that ReliaQuest aims to achieve with respect to the metrics in the section titled “ReliaQuest Support – Operational Measures”. The SLO does not apply to duplicate requests, spam, requests submitted through an undesignated channel, requests lacking reasonably necessary contact or diagnostic information, periods awaiting Customer information or access, requests concerning unsupported products or third-party services, maintenance periods, force majeure events, or disruptions of the applicable communication channel. For further clarity, although ReliaQuest will use commercially reasonable efforts to adhere to any SLO, ReliaQuest’s failure to meet any SLO, or any aggregate measure of any SLO, shall not be considered a breach under the Order or the Agreement.
Versioning: 2026-1, August 31, 2026.