Tangent

DMARC Director

Standard Service Level Agreement

Tangent’s DMARC Director service is defined as a combination of two services: a One-Time Implementation Service followed by an Annual Subscription Monitoring/Reporting Service. The report collection, SPF Flattening service, monitoring portal and related resources are hosted by Tangent as part of the subscription service. No on-premises equipment or locally hosted versions of these systems are available.

• All DMARC Director products require an active service and support subscription for functionality and technical support.

  • Clients with expired subscriptions will have report collection and monitoring portal access terminated within 30 days of expiration.

• All below DMARC Director Service Level Agreement offerings are dependent on a current DMARC Director service and support subscription.  

DMARC Director subscriptions include:

Initial DMARC posture review, advisory and step-by-step walkthroughs on how to implement:

1. Sender Policy Framework (SPF) configuration, DNS record deployment guidance, as well as flattening of those SPF records when necessary.

2. DomainKeys Identified Mail (DKIM) DNS record deployment guidance and private/public key creation.

3. Domain-Based Message Authentication Reporting and Conformance (DMARC) report interpretation, DNS record deployment guidance and staged escalation of policy.

4. Brand Indicators for Message Identification (BIMI) advisory on logo creation and DNS record deployment guidance.

5. Mail Transfer Agent Strict Transport Security (MTA-STS) HTTPS Certificate webserver hosting, DNS record deployment guidance and staged escalation of policy.

Post-implementation monitoring and support includes:

1. Ongoing DMARC report collection, monitoring, alerting and remediation recommendations for attacks, spoof attempts and both accidental and intentionally unauthorized senders.

2. Quarterly reviews of the organization’s DMARC status and defensive posture. along with recommendations on what can be improved and the latest industry changes and best practices.

3. SPF Flattening services.

4. Technical support for troubleshooting inoperative or impaired functionality, feature request additions and training of new system administrators.

5. New software releases to the DMARC Monitoring Portal, including new features and functionality.

6. Message header analysis and interpretation.

7. Vendor-sourced message authentication questions to allow third party vendors being used for outbound emails to authenticate properly with the organization’s DMARC policy.

8. Portal access issues, such as login troubleshooting or password resets.

9. Mail flow best practices and optimization, including guidance for email filtering systems to best utilize enhanced DMARC policies.

Service Level Commitments:

Support Process and Response Times

• Response to a new ticket within three hours for Support issues from time reported, within regular business hours.

o Support enquiries made outside of business hours will be answered within three hours from the start of the next business day.

• During normal business hours (7:00am to 3:00pm Pacific Time; weekdays), the first step is to notify Tangent that an issue has occurred. This can be done via email to Support@Tangent.com, via the online self-service portal at HTTPS://Portal.Tangent.Com or via phone at 1-800-342-9388.

o Online chat support available at www.Tangent.com during regular business hours.

o Outside of business hours, the same contact methods apply, but may not be answered until the next business day.

• Level 1 Support personnel will attempt to resolve the issue prior to either escalation to a Level 2 technician or, if at the advisory of a Level 2 technician, proceed with escalation directly to the Level 3 Engineering/Development tier for additional analysis.

• With assistance from Level 3 Engineering/Development support, Level 1 and 2 technicians will work with the Support Requestor to resolve the issue and file the necessary paperwork for long term enhancement to software, if applicable.

• Tangent will notify the client and verify resolution of the problem upon conclusion.

Cloud Services

• For Tangent provided Cloud Services, including DMARC Director, the following additional terms apply:

o All client data stored remains property of the client; Tangent does not utilize this data for marketing, analytics or any other purpose outside of routine maintenance of the systems or support ticket investigation. Tangent's sole exposure of this data outside of technical support purposes are for legal inquests only.

o An active subscription to Tangent's Cloud Hosted services must be retained for both continued access to and retention of data stored. Tangent will make all reasonable attempts to contact the client and/or place of business to ensure that a subscription is maintained unless notice of service cancellation is received.

o Access termination to the DMARC Director systems can occur as soon as upon expiration.

• In the event of a subscription lapse of one month past the service renewal date without communicated and earnest intent of renewal, client data and access is subject to deletion.

• Nightly and weekend maintenance runs are performed at hours designed to minimize business hour impact and are generally occurring from 5pm-12am PT on weeknights, and from 12am-10pm PT on weekends.

• Service uptime guarantee, outside of scheduled maintenance or force majeure, is 99%, for a 24/7/365 service schedule.

End User License Agreement for Tangent Inc. Software

Be sure to carefully read and understand all of the rights and restrictions described in this TANGENT INC. End-User License Agreement ("EULA").

This EULA is a legal agreement between you (either an individual or a single entity) and TANGENT Corporation for the TANGENT software accompanying this EULA, which includes the accompanying computer software, and may include associated media, printed materials and any "online" or electronic documentation ("SOFTWARE"). By launching or using SOFTWARE, you agree to be bound by the terms of this EULA. If you do not agree to the terms of this EULA, you may not launch or use the SOFTWARE.

Software Product License

The SOFTWARE is protected by copyright laws and international copyright treaties, as well as other intellectual property laws and treaties. The SOFTWARE is licensed, not sold.

1. GRANT OF LICENSE. This EULA grants you the following rights:

Software. You may use one copy of the SOFTWARE on a single UpStream Cluster for use of an TANGENT Inc. UpStream Filter.

2. RESTRICTIONS.

You must maintain all copyright notices on all copies of the SOFTWARE.

IMPORTANT: The UpStream archiving software is a subscription service that requires the continued purchase of UpStream subscriptions in order for the UpStream service to continue filtering and delivering new email. The service will stop filtering and delivering new incoming email in the event the annual updates are not purchased.

Limitations of Reverse Engineering, Decompilation and Disassembly.

You may not reverse engineer, decompile, or disassemble the SOFTWARE, except and only to the extent that such activity is expressly permitted by applicable law notwithstanding this limitation.

Rental.

You may not rent or lease or lend the SOFTWARE.

Software Transfer.

You may permanently transfer all of your rights under this EULA, provided you retain no copies, you transfer all of the SOFTWARE along with the applicable UpStream service, and the recipient agrees to the terms of this EULA.

Support Services.

TANGENT Inc. may provide you with support services related to the SOFTWARE ("Support Services") Use of Support Services is governed by the TANGENT policies and programs described in the "online" documentation, and/or other TANGENT-provided materials. Any supplemental software code provided to you as a part of Support Services shall be considered part of the SOFTWARE and subject to the terms of this EULA. With respect to technical information you provide to TANGENT as part of the Support Services, TANGENT may use such information for its business purposes, including for product support and development. TANGENT will not utilize such technical information in a form that personally identifies you.

3. TERMINATION.

Without prejudice to any other rights, TANGENT Inc. may terminate this EULA if you fail to comply with the terms and conditions of this EULA. In such event, the subscription service will be discontinued immediately and no refund provided.

4. COPYRIGHT.

All title and copyrights in and to the SOFTWARE (including but not limited to any images, photographs, animations, video, audio, music, text and "applets," incorporated into the SOFTWARE), the accompanying printed materials, and any copies of the SOFTWARE, are owned by TANGENT or its suppliers.

5. U.S. GOVERNMENT RESTRICTED RIGHTS.

The SOFTWARE and documentation are provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subparagraph (c)(1)(ii) of the Rights in Technical Data and Computer Software clause at DFARS 252.227-7013 or subparagraphs (c)(1) and (2) of the Commercial Computer Software-Restricted Rights at 48 CFR 52.227-19, as applicable. Manufacturer of product is:

Tangent Inc.

191 Airport Boulevard

Burlingame, CA 94010.

6. DISCLAIMER OF WARRANTIES.

TANGENT AND ITS SUPPLIERS PROVIDE THE SOFTWARE "AS IS" AND WITH ALL FAULTS, AND HEREBY DISCLAIM ALL OTHER WARRANTIES AND CONDITIONS, EITHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO ANY (IF ANY) IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, OF FITNESS FOR A PARTICULAR PURPOSE, OF LACK OF VIRUSES, AND OF LACK OF NEGLIGENCE OR LACK OF WORKMANLIKE EFFORT. ALSO, THERE IS NO WARRANTY OR CONDITION OF TITLE, OF QUIET ENJOYMENT, OR OF NONINFRINGEMENT. THE ENTIRE RISK ARISING OUT OF THE USE OR PERFORMANCE OF THE SOFTWARE IS WITH YOU.

7. EXCLUSION OF ALL DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TANGENT OR ITS SUPPLIERS BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, DIRECT, INDIRECT, SPECIAL, PUNITIVE, OR OTHER DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR ANY INJURY TO PERSON OR PROPERTY, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, FOR LOSS OF PRIVACY FOR FAILURE TO MEET ANY DUTY INCLUDING OF GOOD FAITH OR OF REASONABLE CARE, FOR NEGLIGENCE, AND FOR ANY PECUNIARY OR OTHER LOSS WHATSOEVER) ARISING OUT OF OR IN ANY WAY RELATED TO THE USE OF OR INABILITY TO USE THE SOFTWARE, EVEN IF TANGENT OR ANY SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS EXCLUSION OF DAMAGES SHALL BE EFFECTIVE EVEN IF ANY REMEDY FAILS OF ITS ESSENTIAL PURPOSE.

8. LIMITATION AND RELEASE OF LIABILITY.

The SOFTWARE was provided to you at no charge and TANGENT has included in this EULA terms that disclaim all warranties and liability for the SOFTWARE. To the full extent allowed by law, YOU HEREBY RELEASE TANGENT AND ITS SUPPLIERS FROM ANY AND ALL LIABILITY ARISING FROM OR RELATED TO ALL CLAIMS CONCERNING THE SOFTWARE OR ITS USE. If you do not wish to accept the SOFTWARE under the terms of this EULA, do not launch or use the SOFTWARE. No refund will be made because the SOFTWARE was provided to you at no charge.

9. GOVERNING LAW.

If you acquired the SOFTWARE in the United States of America, the laws of the State of California, U.S.A will apply to this contract. If you acquired this SOFTWARE outside of the United States of America, then local law may apply.

10.QUESTIONS.

Should you have any questions, or if you desire to contact TANGENT for any reason, please contact the TANGENT subsidiary serving your country, or write:

TANGENT Inc.

191 Airport Blvd.

Burlingame, CA 94010

DMARC Director Terms and Conditions

Your Account. If you create an account on the Platform, you are responsible for maintaining the security of your account, and you are fully responsible for all activities that occur under the account. You must not describe or assign keywords to your account in a misleading or unlawful manner, including in a manner intended to trade on the name or reputation of others, and we may change or remove any description or keyword that it considers inappropriate or unlawful, or otherwise likely to cause us liability. You must immediately notify us of any unauthorized uses of your account, your account or any other breaches of security. We will not be liable for any acts or omissions by You, including any damages of any kind incurred as a result of such acts or omissions.

Responsibility of Contributors. If you operate an account, post material to the Platform, post links on the Platform, or otherwise make (or allow any third party to make) material available by means of the Platform (any such material, “Content”), You are entirely responsible for the content of, and any harm resulting from, that Content. That is the case regardless of whether the Content in question constitutes text, graphics, an audio file, or computer software.

By making Content available, you represent and warrant that: the downloading, copying and use of the Content will not infringe the proprietary rights, including but not limited to the copyright, patent, trademark or trade secret rights, of any third party; if your employer has rights to intellectual property you create, you have either (i) received permission from your employer to post or make available the Content, including but not limited to any software, or (ii) secured from your employer a waiver as to all rights in or to the Content;

• you have fully complied with any third-party licenses relating to the Content, and have done all things necessary to successfully pass through to end users any required terms;

• the Content does not contain or install any viruses, worms, malware, Trojan horses or other harmful or destructive content;

• the Content is not spam, is not machine- or randomly-generated, and does not contain unethical or unwanted commercial content designed to drive traffic to third party sites or boost the search engine rankings of third party sites, or to further unlawful acts (such as phishing) or mislead recipients as to the source of the material (such as spoofing);

• the Content is not pornographic, does not contain threats or incite violence towards individuals or entities, and does not violate the privacy or publicity rights of any third party;

• your account is not getting advertised via unwanted electronic messages such as spam links on newsgroups, email lists, other blogs and websites, and similar unsolicited promotional methods; your account is not named in a manner that misleads your readers into thinking that you are another person or
company. For example, your account’s URL or name is not the name of a person other than yourself or company other than your own; and

• you have, in the case of Content that includes computer code, accurately categorized and/or described the type, nature, uses and effects of the materials, whether requested to do so by us
or otherwise.

The Customer acknowledges that TANGENT collects and uses anonymised aggregate and forensic data relating to its customers’ use of the Services for research, analysis and case study purposes. In such cases, no customer personally identifiable information (PII) will be revealed.

Unless explicitly instructed otherwise, TANGENT reserves the right to use any subscribed customer’s organization as a reference.

Payment and Renewal

General Terms. Payments will be charged on a prepay basis on the day you sign up for the service and will cover the use of that service for a monthly or annual subscription period as indicated. Service fees are not refundable.

Automatic Renewal. Unless you notify us before the end of the applicable subscription period that you want to cancel a service, your service subscription will automatically renew and you authorize us to collect the then-applicable annual or monthly subscription fee for such service (as well as any taxes) using any credit card or other payment mechanism we have on record for you. Your Plan can be canceled at any time by contacting Support@tangent.com.

Refunds. All services are non refundable unless explicitly specified.

Service Plan

Fees and Payment. By signing up for a service, you agree to pay us the subscription fees indicated on our quote in exchange for the service. Applicable fees will be invoiced starting from the day your service is established and in advance of using such services. We reserve the right to change the payment terms, service features and fees upon thirty (30) days prior written
notice to you. Services can be canceled by you at any time on 30 days written notice.

Support. Plan includes access to email support and phone support. Both email and phone support means the ability to make requests for technical support assistance by email or phone at any time (with reasonable efforts by us to respond within one business days) concerning the use of the Platform. All email support will be provided in accordance with our standard practices, procedures and policies.

Changes to This Agreement. TANGENT, reserves the right to modify these Terms of Service at any time. We do so by posting and drawing attention to the updated terms on the website. Your decision to continue to visit and make use of the website after such changes have been made constitutes your formal acceptance of the new Terms of Service. Therefore, we ask that you check and review this Agreement for such changes on an occasional basis. Should you not agree to any provision of this Agreement or any changes we make to this Agreement, we ask and advise that you do not use or continue to access the platform immediately.

Contact Us. In order to resolve a complaint regarding the service or to receive further information regarding use of the service, please contact us at:

TANGENT
191 Airport Boulevard
Burlingame, CA 94010
PHONE: (800) 342-9388
EMAIL: Support@tangent.com