This document outlines the terms and conditions, service description, and service levels for the Node4 FortiClient Endpoint Service. This service provides clients with FortiClient endpoint software, coupled with Node4 management services, offering VPN and security capabilities. The document defines key terms such as 'Client Responsible Incident,' 'FortiClient,' and 'Service Affecting Incident' to clarify responsibilities and service level measurements.
The document details specific terms, including a disclaimer that FortiClient software cannot prevent all threats, and emphasizes that Node4 will not directly interface with the client's third parties without prior arrangement. It also covers fees, client responsibilities, and the scope of service provision, including supported FortiClient software versions and features like remote access, user authentication, web filtering, and software inventory. Service exclusions, maintenance windows, and incident management procedures are also outlined.
Finally, the document specifies service availability objectives, particularly for the FortiClient EMS virtual machine, and defines the service credits applicable for failures to meet these objectives. It also lists exclusions for service credit payments, such as incidents caused by the client or force majeure events, ensuring clarity on service level agreements and potential remedies.
