Service Levels
Revised: May 29, 2020
Target availability for the Security Log Monitoring Service SLM Platform and SLM Portal are measured on a calendar month basis as follows:
| SLM Service | Availability |
| Security Log Monitoring Platform | 99.999% |
| SLM Portal | 99.9% |
Availability is calculated by dividing the number of minutes of unscheduled downtime in a calendar month by the total number of minutes in that calendar month.
| Service | Availability | Availability Service Credit % of MRC for Affected Service |
| Security Log Monitoring Platform | < 99.999% to 99.99% < 99.99% to 99.9% < 99.9% to 95% |
3% 10% 25% |
| SLM Portal | < 99.9% | 5% |
In the event of a Service Level Failure, Customer may be entitled to receive the applicable service credit set forth herein, the “Service Credits”.
The SOC Monitoring SLO applies to the Services being provided by the Security Operations team monitoring Customer activities. CenturyLink will endeavor to provide the SOC Monitoring Services in accordance with the targets or objectives identified below; however, no Service Level Failure or Service Credit will be deemed to apply for any failure to meet the below referenced targets or objectives.
Service Level Objective for SOC Monitoring
Special Notes:
1. Cases escalated by the Customer will be treated by default as Priority 3, unless otherwise stipulated.
| Category | Description | Resolution Target | Initial Escalation of Investigations | Communication Recommendations |
| P1 (Urgent) | Compromise on known critical host. Example: Critical server compromise or Denial of Service (DoS”). |
Within 8 hours | Escalation contact must be notified by phone Initial Response Time and investigation update: 15 minutes |
A. Escalate to Customer’s primary contact B. Engage Customer’s primary contact and hand-off via phone or IM |
| P2 (High) | Potential compromise on known critical host. Example: Likely critical server compromise or DoS. |
Within 24 hours | Initial Response Time and investigation update: 2 hours |
A. Escalate to Customer’s primary contact B. Engage Customer’s primary contact and hand-off via email |
| P3 (Medium) DEFAULT | Routine escalation of Events of interest indicating attack. Example: Attacks on hosts with a reasonable probability of success. |
Close 72 hours | Initial Response Time and investigation update: 4 hours |
A. Create investigation, escalate within defined response time and set investigation to 'open’ for initial posting of case. B. Set case to 'open' pending customer response. |
| P4 (Low) | Nuisance or other informational alerts indicating configuration problems or filtering needed. Example: High volume false positives or normal activity. |
Initial Response Time and investigation update: 6 hours |
A. Create investigation and escalate within defined response time, and set investigation to 'open' for initial posting of investigation. B. Set investigation to 'closed'. |
CenturyLink or its vendor will attempt to respond via phone or email to all Customer requests, in writing, for support with the Emergency Response Services within 2 hours of Customer notifying CenturyLink’s SOC.
An Incident Responder will be assigned and will attempt to contact the Customer to obtain additional details and determine appropriate next steps in no more than 2 hours of acknowledging Customer’s request for Emergency Response Service.
If on-site presence is required, CenturyLink or its vendor will make commercially reasonable efforts to place appropriate resources on site within 24-48 hours.
The Emergency Response SLO aims to have the response times consistently fall within the above target at least 99% of the time.
If response times are delayed due to lack of Customer response to CenturyLink or its vendor correspondence, the Emergency Response SLO may be affected.
Customer must request any Service Credit due hereunder by submitting an e-mail to billing.department@centurylink.com within sixty (60) calendar days of the conclusion of the month in which the Service Level Failure(s) occurs. Customer waives any right to Service Credits not requested within this sixty (60) calendar day period. Once validated by CenturyLink, Service Credits will be applied toward the invoice Customer receives no later than two (2) months following Customer’s Service Credit request. All performance calculations and applicable Service Credits are based on CenturyLink records and data unless Customer can provide CenturyLink with clear and convincing evidence to the contrary.
The applicable SLA or SLO provides Customer's sole and exclusive remedies for any Service interruptions, deficiencies, or failures of any kind. To clarify, such sole and exclusive remedies shall not apply to breaches of unrelated obligations under the Agreement such as infringement, confidentiality, etc. A Service Level Failure shall not occur, including any remedies hereunder, and Customer will not be entitled to receive a Service Credit in the case of an Excluded Event. Excluded Event means any event that adversely impacts the Service that is caused by (a) the acts or omissions of Customer, its employees, customers, contractors or agents including, by way of example the unavailability of Customer provided connectivity; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by CenturyLink; (c) Force Majeure events; (d) scheduled and/or emergency maintenance; (e) any suspension of Service pursuant to the Agreement; (f) Customer’s failure to maintain currently supported hardware and software; or (g) the unavailability of required Customer personnel, including as a result of failure to provide CenturyLink with accurate, current contact information. Customer will not be eligible to receive any otherwise applicable Service Credits if Customer is in breach or default under any provisions of the Agreement at the time the Service Level Failure(s) occurred or at the time when such Service Credit is requested by Customer until such breach is cured, at which point the Service Credit will be issued. The Service Credits set forth herein are not cumulative and in no event will the Service Credits accrued in any calendar month exceed, in the aggregate across all events, fifty percent (50%) of the Affected Service MRC.
“Service Credit” means an amount deducted from fees billed to Customer in the event of a Service Level Failure related to the Availability SLA.
“Service Level Failure” means CenturyLink’s performance for a particular Service fails to meet the applicable Service Level set forth in this SLA and SLO.
Not all products and services are available in all regions and countries; please contact a representative near you for details.
