WatchGuard Technologies’ Cloud Hosted Products Service Level Agreement
Last Updated: 10 October, 2023
WatchGuard Technologies extends various quality and availability commitments to our customers through a Service Level Agreement (or SLA). If we don't meet our outlined commitments and that impacts your use of the service, let us know and we'll extend your subscription to that service by a week.
Why do we provide this? Simple. It's because our commitment to quality is just one more reason WatchGuard is trusted by companies across the globe for easy to use solutions to complex security challenges.
Common Information
"Incident" - Any single event or any set of events that result in an unmet Service Commitment.
"Service Commitment" - Each Service covered by this SLA has its own Service Commitment listed in this document. These Service Commitments always exclude incidents that involve:
- Features, services, or products identified as pilot, alpha, beta, preview, or similar.
- Factors outside of our reasonable control, such as an external network or equipment problem between you or your users and our server locations or any force majeure event.
- Customer side misconfigurations of the service, agent, or equipment.
- Scheduled Downtime for which we provided advance notice through means such as a WatchGuard Cloud Portal notification, website banner, or email.
- Any other exceptions listed in the Service Specific Information.
AuthPoint Authentication
The AuthPoint Authentication Service provides users the ability to authenticate via AuthPoint Multi-Factor Authentication.
Service Commitment:
The AuthPoint Authentication Service shall be available for use as listed above at least 99.99% of the time in any calendar month.
AuthPoint Administration
The AuthPoint Administration Service provides the ability to manage AuthPoint users and services through the WatchGuard Cloud (WGC) Platform.
Service Commitment:
The AuthPoint Administration Service shall be available for use as listed above at least 99.9% of the time in any given calendar month.
WatchGuard Endpoint Security Zero-Trust Application Service
The WatchGuard Endpoint Security Zero-Trust Application Service provides classification for all files executed on protected Windows Intel devices as malware or trusted.
Service Commitment:
While the Zero-Trust Application Service recognizes most files immediately the remaining files shall be classified within 60 seconds at least 95% of the time in any given calendar month.
AND
For files unable to be classified within 60 seconds, our security experts shall complete the review within 4 hours of upload at least 99.9% of the time in any given calendar month.
Exceptions:
Due to the ever-changing malware landscape, some files may not upload correctly. This typically involves files that are ephemeral in nature or over 150 MB. While WatchGuard Endpoint Security will prevent the malware from executing, these files are excluded from the Zero-Trust Application Service Commitment. Additionally, the 60 second classification commitment is calculated on the aggregate of all WatchGuard Endpoint Security customer endpoints worldwide.
WatchGuard Endpoint Security Administration
The WatchGuard Endpoint Security Administration Service provide users the ability to manage WatchGuard Endpoint Security's solutions as well as view reports, dashboards, and user permissions.
Service Commitment:
The WatchGuard Endpoint Security Administration Service shall be available for use as listed above at least 99.9% of the time in any given calendar month.
WatchGuard Cloud Platform
The WatchGuard Cloud (WGC) Platform Service, accessible at https://cloud.watchguard.com, provides the ability to log in to our core Web User Interface (Web UI) and access many different products, services, and features from WatchGuard Technologies.
Service Commitment:
The WGC Platform Service shall be available for use as listed above at least 99.9% of the time in any calendar month.
Exceptions:
Other WatchGuard Services might also have their own individual Web UI that is accessed via the WGC Platform and is used to interact with that Service. These individual Web UIs are covered under any related Service Commitments and not the WGC Platform Service Commitment.
WatchGuard Cloud Visibility
The WatchGuard Cloud (WGC) Visibility Service provides the ability to view logs and events from your Fireboxes in various dashboards, reports, and search interfaces.
Service Commitment:
The WGC Visibility Service shall be available for use as listed above at least 99.9% of the time in any given calendar month.
Exceptions:
The WGC Visibility Service Commitment shall be considered met whenever more than 90% of the typically available dashboards and/or reports are accessible.
Service Credits
If we don't meet a Service Commitment for a given service and that impacts your use of it, we'll extend your subscription to that service by one week (we call these extensions Service Credits). These Service Credits are not refunds, have no cash value, and are the sole and exclusive remedy for any failure by WatchGuard to meet its obligations under this SLA. Please note the following:
- Incidents rarely affect everyone at the same time or in the same way. Only affected accounts will receive a Service Credit.
- Service Credits must be requested via a WatchGuard Support Case.
- No more than 1 Service Credit will be granted for each month for each WatchGuard Service.
- If in a given calendar month a customer’s service is in effect for one week or less, these Service Commitments will not apply to that month.
Updates
We might change our Service Level Agreement as our business and services evolve. Customers can review the current version of the Service Level Agreement on this page. Any revised terms will apply starting on the first calendar month after they are posted, and continued use of the services constitutes the customer’s agreement to such revised terms.