Industry Leading Service Level Agreements

Focus on business with confidence

Symantec.cloud has spent more than a decade developing highly accurate, effective, and reliable hosted services for securing and managing information delivered via email, Web, and instant messaging. We have invested heavily in proprietary heuristics for detecting malware and spam, a global infrastructure presence with 15 data centers spread across 4 continents, redundancy within and across our service delivery sites, and high quality technical support delivery. Together, these investments enable us to offer an aggressive, comprehensive and industry leading Service Level Agreement.

Email Security

Protection from spam and virus threats

New threats are evolving every day, and traditional signature based scanning simply isn’t enough. Symantec.cloud Email Security services use a multi-layer approach to delivering advanced protection that combines traffic and connection management with three commercial virus scanning engines, a commercial spam detection engine, and our proprietary heuristic technology called Skeptic™.

Our Service Level Agreement provides money back or other remedies if the following performance levels are not met:

• Antivirus Effectiveness – 100% protection against known and unknown email viruses
• Antivirus Accuracy - no more than 0.0001% false positives
• Antispam Effectiveness – 99% spam capture (95% for email with Asian characters)
• Antispam Accuracy - no more than 0.0003% false positives
• Email Delivery – 100% email delivery
• Latency – average email scanning time within 60 seconds
• Availability – 100% service uptime

Web Security

Protection from Web-based malware

The Web has become the primary vector for malware delivery and cyber criminals now frequently deploy converged attacks that use email and instant messaging to drive traffic to infected sites. Symantec MessageLabs Web Security uses multiple commercial virus scanning engines along with Skeptic™ heuristics to provide a protected surfing experience on the Web.

In addition, deployment across our global points of presence and intelligent caching capabilities allow us to deliver quality service with minimum latency.

Our Service Level Agreement provides money back or other remedies if the following service performance levels are not met:

• Antivirus Effectiveness – 100% protection against known web viruses
• Latency - average web content scanning time within 100 milliseconds
• Availability – 100% service uptime

Performance and Statistics

We track our own performance closely to understand what it takes to meet our high standards for service quality. Below is actual recorded data from the past 6 months that shows how we have performed for over 11 million users across more than 10 countries.

Service Level Agreement Performance: October 2011

¹Accuracy is defined as proper threat categorisation and blocking

For more information please download our SLA datasheet.