Netskope Service Level Agreement

April 12, 2023 | by

As the world continues to move towards cloud computing and data storage, companies are increasingly turning to cloud-based solutions to help manage their operations. One of the most popular cloud solutions in recent years is Netskope, a cloud access security broker that provides businesses with visibility and control over their data in the cloud. However, when it comes to using cloud solutions, it’s important to understand the service level agreement (SLA) that comes with it. In this article, we’ll take a closer look at the Netskope service level agreement and what it means for your business.

What is a Service Level Agreement (SLA)?

A service level agreement (SLA) is a contract between the service provider and the customer that outlines the level of service that will be provided. SLAs are common in many industries, including cloud computing, and they typically include metrics that measure the service provider’s performance. For example, an SLA may include a guarantee of uptime or a certain level of response time.

Why is the Netskope Service Level Agreement Important?

The Netskope service level agreement is important because it outlines the level of service that customers can expect from the Netskope platform. When businesses rely on cloud-based solutions like Netskope, they need to have confidence that their data and operations are secure and available. The SLA provides a guarantee that Netskope will meet certain performance metrics, giving businesses peace of mind that they can rely on the platform.

What Does the Netskope Service Level Agreement Include?

The Netskope service level agreement includes a number of important metrics that measure the performance of the platform. These metrics include:

– Uptime: Netskope guarantees that the platform will be available at least 99.9% of the time. This includes both scheduled maintenance and unexpected downtime.

– Response Time: Netskope guarantees that the average response time for its services will be no longer than 5 seconds.

– Support: Netskope provides 24/7 support for customers, with a service level of 2 hours for critical issues and 8 hours for non-critical issues.

– Security: Netskope guarantees that its security measures will be in compliance with industry standards and that any security incidents will be addressed promptly.

What Happens If Netskope Fails to Meet SLA Metrics?

If Netskope fails to meet the SLA metrics outlined in the contract, customers may be entitled to compensation. This compensation may come in the form of service credits or refunds. However, it’s important to note that not all SLA breaches are eligible for compensation. Customers should read the SLA carefully to understand the terms and conditions for compensation.


The Netskope service level agreement is an important document for businesses that rely on the platform for their cloud computing needs. The SLA provides a guarantee of performance, uptime, response time, and support, giving businesses confidence that they can rely on Netskope for their data and operations. However, it’s important for customers to read the SLA carefully and understand the terms and conditions for compensation in the event of a breach. By doing so, businesses can make informed decisions about their cloud-based solutions and protect their operations in the cloud.


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