The SLAs for the various services are summarized in the table below:
Note: Terms in your individual contractual agreements supersede the general SLAs listed here. Axway will use commercially reasonable efforts to achieve the monthly uptime of at least the define percentage during any calendar month.
Service Level Availability
Axway is committed to providing highly available and secure services to support our customers. The Service Level Availability for Axway SaaS is calculated using the following formula:
- OutageDuration = business duration of the priority 1 outages “i” during the measurement period (unit of measure: minutes).
- DurationPeriod = total duration of the measurement period less scheduled maintenance time (unit of measure: minutes).
- The durations of overlapping incident periods are not accumulated and are counted as a single duration.
SaaS Operations Compliancy and Standards
Axway maintains a strong security posture to proactively maintain and protect the SaaS Cloud Services. The security rules and policies are described in the "Axway Cloud Security Statement". In addition, Axway continuously monitors and evaluates each of our vendors and partners to assure that they maintain the quality and certifications required to mitigate potential risks related to the security of the platform and its physical environment.
As a leader in Cloud Services specializing in governing the flow of data, Axway is dedicated to safeguarding our customers’ privacy and security in the cloud. We provide end-to-end protection in highly-scalable, highly-available environments, because we understand that delivering secure systems is instrumental in sustaining trust. By devising security policies that are transparent, Axway is able to provide customers with a greater understanding of how their information is kept safe. With strict operational controls, customers are assured that personnel have been properly trained and vetted through rigorous screening and quality checks. Additionally, by layering granular, refined controls, Axway helps protect organizations from legal liabilities of inappropriate use, access, and viewing
Axway will not use the data entrusted by Customer in any way except as required to deliver the service and in accordance with Axway Privacy Statement. However, in the course of support, Axway or its partners may need to analyze customer data to validate syntax. In this context, Customer allows Axway and its partners to carry out these analyses. Axway will not, in any cases, modify the data or content unless expressly requested by Customer. At the end of the Subscription Term, Axway will return the data belonging to the Customer and destroy any copies it may still have.
Third-party Audits, Compliance Programs, and Certifications
- SOC 2 (Syncplicity) - GDPR
- EU-U.S. Privacy Shield (Syncplicity)
- FedRAMP (Syncplicity)
- HIPAA - Axway has the necessary controls and safeguards to securely handle protected health care information (PHI) on behalf of our customers
- FIPS 140-2 encryption
- FedRAMP Ready (Syncplicity)
Cloud Infrastructure Providers
Amazon Web Services (SaaS & Axway Managed Cloud)
- SOC 1 / SSAE 16/ISAE 3402 (SAS 70 Type II)
- SOC 2, SOC 3
- FISMA, DIACAP, FedRAMP
- PCI-DSS Level 1
- ISO27001/02, ISO 27018
- FIPS 140‐2
Microsoft Azure (Axway Managed Cloud)
- SOC 1, SOC 2, SOC3
- ISO 27001, ISO 27018
Axway Managed Cloud
Further details around SLAs for Axway Managed Subscriptions can be found in your subscription agreement documents, as well as the generic Axway Managed Subscription Services Description and SLAs in the table below and the Axway Support Policy and Procedures in the Support Policy and Procedures paragraph.
Support Policy and Procedures
The document in the table below provides details around the support organization, support offerings, roles & responsibilities as well as the support processes in general.