Service Level Agreement for Citrix Experience Insights Flex

This Service Level Agreement (SLA) describes Citrix’s commitment for Citrix Experience Insights service availability as part of the Citrix Platform Flex offering and supersedes the service level terms described in the Citrix Cloud Service Level Agreement.

Experience Insights Flex availability is delivered through a layered shared-responsibility model spanning the DaaS control plane, Splunk infrastructure, and customer architecture.

• Citrix Cloud control plane: Citrix provides SLA commitments for the availability of the Citrix Cloud control plane services that enable customers to orchestrate and manage Experience Insights Flex. For more information, see Control plane SLA.
• Splunk infrastructure: Experience Insights Flex instances run on Splunk Cloud platform and are subject to Splunk service guarantees. For more information, see Splunk Cloud service level schedule and Splunk general terms.
• Experience Insights agent on customer machines: Agent availability and performance depend on customer-managed configurations, endpoint images, and operational practices.
• Customer troubleshooting and support tools: Customers can triage issues by using the Experience Insights Support tool, Experience Insights dashboards, and support cases.

When using Citrix Experience Insights with Splunk Cloud, telemetry data is processed and sent to Splunk Cloud. For details, see Metrics.

Citrix’s service commitment (“Service Commitment”) is to maintain at least 99.9% monthly uptime (“Monthly Uptime”) on the Service. Monthly Uptime is calculated by subtracting from 100% the percentage of minutes during a full month of the Service in which the Service instance is in a state of not Available, as defined above. Monthly Uptime percentage measurements exclude downtime resulting from:

• Regularly scheduled maintenance windows.
• Customer’s failure to follow configuration requirements for the Service as documented on https://docs.citrix.com, abusive behavior, or faulty input.
• Customer’s use of a Service after Citrix advised Customer to modify Customer’s use of the Service, if Customer did not modify use.
• Any component not managed by Citrix, including but not limited to Customer-controlled physical and virtual machines, customer-installed and customer-maintained operating systems, customer-installed and customer-controlled software, networking equipment or other hardware, customer-defined and customer-controlled security settings, group policies and other configuration policies, public cloud provider failures, Internet Service Provider failures, or other customer support factors external to Citrix control.
• Customer employees, agents, contractors, vendors, or anyone gaining access by means of Customer passwords or equipment, or otherwise resulting from Customer’s failure to follow appropriate security practices.
• Customer attempts to perform operations that exceed Service entitlements.
• Service disruption due to Force Majeure, including but not limited to natural disasters, war, acts of terrorism, or government actions.
• Unavailability of the underlying Splunk Cloud platform.

For more information, see Service Commitment and Remedies.