Solutions Addendum: Observo

SOLUTIONS ADDENDUM: OBSERVO

This Observo Solutions Addendum (“Observo Terms”) is between SentinelOne, Inc. (“SentinelOne”) and the customer (“Customer”) who has an active governing agreement (“Agreement”) in place with SentinelOne and who has purchased a subscription to the Observo Products (as defined below). Capitalized terms defined in these Observo Terms shall apply to these Observo Terms and any terms not defined in these Observo Terms shall have their meaning as defined in the Agreement.

1. DEFINITIONS.
   1.1. “Documentation” means any technical documentation provided or made available to Customer in connection with the operation of the Observo Products.
   1.2. “Observo Products” means the SentinelOne’s products and services identified as an Observo product in a Quote.

 

2. LICENSE.
   2.1. Scope of Agreement. These Observo Terms govern Customer’s purchase of a subscription to the Observo Products. Customer agrees to accept all Enhancements necessary for the proper function of the Observo Products as released by SentinelOne from time to time and further agrees that SentinelOne shall not be responsible for the proper performance of the Observo Products or security issues encountered with the Observo Products related to Customer’s failure to accept Enhancements in a timely manner.
   2.2. Related Services and Products. As an active Customer subscribing to the Observo Products under these Observo Terms, during the Subscription Term, or during an Evaluation Period, Customer may receive and/or subscribe to Observo Products offerings as detailed in a relevant Purchase Order. Customer’s subscription to Observo Products offerings is subject in each case to applicable terms and conditions of these Observo Terms as well as the specific terms for each Observo Products detailed here: https://www.sentinelone.com/legal/.
   2.3. Documentation. All use of the Observo Products shall be in accordance with the then-current Documentation.
   2.4. License Grant.
   2.4.1. Observo Products License. Subject to Customer’s compliance with the terms and conditions of these Observo Terms, SentinelOne hereby grants Customer a worldwide, non-transferable, non-exclusive license during the Subscription Term or any Evaluation Period to access, use, execute, install (as provided for by the applicable Purchase Order), store, and display the Observo Products (including Enhancements) solely in support of Customer’s (and Customer’s Affiliate(s)) internal business operations, in accordance with the Documentation describing the permissible use of the Observo Products (“License”). The License granted herein is limited as set forth in a valid Purchase Order. Customer agrees that in providing the Solution, SentinelOne reserves the right, but does not have the obligation, to monitor and access the Solutions to remediate suspected illegal activity and to prevent harm. SentinelOne will make the Solution’s downloadable software available to Customer via download from the Site or other means determined by SentinelOne. Customer shall be solely responsible for providing all equipment, systems, assets, access, and ancillary goods and services needed to access and use the Service, for ensuring their compatibility with the Service.

 

3. LICENSE RESTRICTIONS. Except as expressly authorized by these Observo Terms, Customer shall not do any of the following: (i) modify, disclose, alter, translate, or create derivative works of the Observo Products (or any components thereof) or any accompanying Documentation; (ii) license, sublicense, resell, distribute, lease, rent, lend, transfer, assign, or otherwise dispose of the Observo Products (or any components thereof) or any Documentation; (iii) use the Observo Products other than as permitted under these Observo Terms, as directly related to Customer’s internal business operations and in conformity with the Documentation, and not otherwise use the Observo Products for any other commercial or business use, including without limitation by offering any portion of the Observo Products as benefits or services to third parties; (iv) use the Observo Products or upload Customer Data in violation of any laws or regulations, including without limitation to store or transmit infringing, libelous, or otherwise unlawful or tortious material, or material in violation of third-party privacy rights; (v) use the Observo Products to store, transmit, or test for any viruses, software routines, Trojan horse, spyware, or similar malicious item intended (or that has the potential) to damage or disrupt the Service, or other code designed to permit unauthorized access, disable, erase, or otherwise harm software, hardware, or data, or to perform any other harmful actions; (vi) probe, scan, or test the efficacy or vulnerability of the Observo Products, or take any action in an effort to circumvent or undermine the Observo Products, except for the legitimate testing of the Observo Products in coordination with SentinelOne, in connection with considering a subscription to the Observo Products as licensed herein; (vii) attempt to or actually disassemble, decompile, or reverse engineer, copy, frame, or mirror any part or content of the Observo Products, or otherwise derive any of the Observo Products’ source code; (viii) access, test, and/or use the Observo Products in any way to build a competitive product or service, or copy any features or functions of the Observo Products; (ix) interfere with or disrupt the integrity or performance of the Observo Products; (x) attempt to gain unauthorized access to the Observo Products or their related systems or networks or fail to maintain commercially reasonable technical and organizational measures to secure its login information (xi) disclose to any third party or publish in any media any performance information or analysis relating to the Observo Products; (xii) fail to maintain all copyright, trademark, and proprietary notices on the Observo Products and any permitted copy thereof; (xiii) upload, manage, or process any Special Information in the Observo Products; (xiv) take any action that imposes or may impose (as determined in SentinelOne’s reasonable discretion) an unreasonable or disproportionately large load on the servers, network, bandwidth, or other cloud infrastructure which operate or support the Observo Products, or otherwise systematically abuse or disrupt the integrity of such servers, network, bandwidth, or infrastructure. (xv) cause or permit any Observo Products user or third party to do any of the foregoing.

 
4. SUPPORT. Support for Observo Products is as indicated in the attached Exhibit A - Observo Support.

EXHIBIT A OBSERVO SUPPORT

1. OVERVIEW. This Service Level Addendum ("SLA") outlines the standards of Customer service and response times SentinelOne will provide to Customer for subscriptions to the Observo Products. The support for Observo Products are as solely indicated in this SLA.

 

2. SUPPORT HOURS.
   2.1. Standard Support Hours: Monday to Friday, 8:00 AM to 6:00 PM (business hours)
   2.2. Emergency Support: 24/7 for Critical Issues (as defined below)

 

3. 3. CONTACT CHANNELS;
   3.1. Email: [email protected]
   3.2. Customer Portal: Available 24/7 for ticket submission and tracking
   3.3. Chat: Available 24/7 with automated support

 

4. 4. RESOLUTION PROCESS. The support process is as follows:
   4.1. Ticket Creation - A support ticket is created upon receipt of an issue.
   4.2. Classification and Assignment - The issue is assigned to the appropriate team.
   4.3. Resolution and Communication - Regular updates are provided until the issue is resolved.
   4.4. Closure - The issue is considered resolved when both parties agree.

 

5. CUSTOMER RESPONSIBILITIES. Customer must perform the following for every support request:
   5.1. Provide accurate and detailed descriptions of issues;
   5.2. Ensure proper system configuration as recommended by SentinelOne; and
   5.3. Designate technical contacts to interface with SentinelOne's support team.