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Platform Availability & SLAs

Routine Maintenance and upgrades may performed made to platforms may be performed outside of the defined Operational hours above.

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• Where there is information that a vulnerability is being actively exploited “in the wild” (for example, when exploits are available in exploitDB or notification from vendor or vulnerability management software), mitigating action (patching or compensating control) will be taken immediately.

• Where there is an immediate threat to the security of the customer’s data or overall platform stability.

SLAs

The above SLAs are calculated per quarter.

Any customer specific SLAs may be found within the customer’s agreement(s)

Support Processes

Marketnode operates a 24*7 operations centre to constantly monitor production services and will take proactive steps to resolve any issues prior to customer impact, however should an issue be experienced, the following mechanisms are available to raise an issue.

Marketnode provides an online support portal (http://support.marketnode.com)  to  to raise issues, where the severity can be set together with details of the incident, including screenshots, and attachments can be uploaded.  Marketnode customers should select the appropriate request type to ensure the ticket is routed to the correct team for prompt resolution.

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When an issue is raised the following response and resolution timeframes will be targetted within the operating operational hours of the applicable platform.

Security Incidents

The detection of an event that has or may compromise the data security of the platform, or the attempt of such an event, will be initially treated as a Severity 1

Major Incidents

In the rare event of multiple issues or a market-wide disruption, Marketnode may not be able to respond directly to each incident raised by each customer and declare a Major Incident.  In such an occurrence, Marketnode will provide regular status updates via its communication platform (http://status.marketnode.com) and will respond to individual issues to confirm resolution when the Major Incident impact has been resolved.

Disaster Recovery Plans / BCP

Marketnode operates a highly available infrastructure and together with our operations team, we ensure that our platforms are always available. In the unlikely event of infrastructure outage, Marketnode will perform the necessary failover activities within minutes. Customers are not required to change their processes or method of connectivity. Any significant interruption to services will be documented at the status page above.

Support Scope

Includes

• Identifying, troubleshooting and resolving problems related to Production versions of the purchased products

• Root cause analysis for Severity 1 and 2 Incidents

• Guidance around implementation and configuration

Excludes

• Support for any software other than the purchased products

• Support for non General Available ("Production" / "Live") versions (e.g Release candidates / Test version are not supported) or non production (e.g. Test) environments

• No on-site support will be provided

• Development questions or requests

• Product training

• Support in languages other than English

• Professional Services

Excused Failures

Failure to meet any SLAs will be excused to the extent the following circumstances are present:

• Any incident received and subsequently cancelled or if the customer is not contactable

• For request for service, enhancement, clarification, queries and feedbacks

• Actions or inactions of Customer, or third-party vendor thereto (other than Marketnode and its subcontractors)

• The failure of, or problems relating to, network services, connections, software, firmware or equipment not under the control of Marketnode

• Any Force Majeure Event (as defined in the Agreement), as long as Marketnode complies with reasonable disaster recovery procedures.

Updates