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Credit Limitations <br />The credits provided will not exceed twenty percent (20%) of the Customer's monthly base in any billing <br />period. To receive credits, the Partner must open a credit request through the Dashboard within five (5) <br />calendar days of the applicable incident. The Partner will not receive credits for unaffected Services. <br />Definitions <br />• Service Unavailability — the number of minutes that SpearTip Managed Detection and Response <br />Infrastructure, Equipment, Or Virtual Components are affected by a total outage, and the service <br />solution is unable to render objectives described in the Statement of Work. <br />• Example: The Security Operations Center has lost power and internet connectivity, and <br />backup systems have failed to engage. The Security Operations Center is unable to monitor <br />Partner networks or respond to security events. <br />• Service Degradation — the number of minutes that SpearTip Managed Detection and Response <br />infrastructure, Equipment, or Virtual Components are affected by the partial outage, but the service <br />solution is still able to render objectives described in the Statement of Work. <br />• Example: A Partner dashboard is temporarily unavailable due to a configuration issue. The <br />Security Operations Center is unaffected by the configuration issue. <br />• Infrastructure - power systems and physical servers owned and operated by SpearTip, L.L.C. <br />• Networking equipment - switching, routing, and firewall devices owned and operated by SpearTip, <br />L.L.C. that provide connectivity to the local network (LAN) and internet (WAN). <br />• Virtual Components - private cloud infrastructure hosted on SpearTip, L.L.C. infrastructure. <br />• Security Event - an event involving intentional malicious activity occurring inside a Partner network or <br />on a Partner endpoint. <br />