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SLA Supplement - Managed Firewall

SLA Supplement - Managed Firewall

Standard Managed Firewall Service

Via SCN’s “Managed Firewall Service,” SCN uses commercially reasonable efforts to provide Customer with an SCN-operated physical (hardware) or virtual (software) firewall providing a barrier between the SCN-provided uplink to the public Internet and Customer’s equipment.  A “Managed Firewall” is reasonably designed to permit only designated traffic to pass between the networks.  This managed Service is deployed within SCN-operated Datacenter Facilities and may include any Services agreed upon by SCN and Customer to fulfill Customer’s requests.

SCN offers many configuration options for the Managed Firewall Service, tailored to Customer’s needs.  Customer equipment shall be physically connected to a Managed Firewall so as to implement physical “trust” and “untrust” zones.  SCN staff, in accordance with both the Customer’s Order and any applicable sales engineering documentation generated with Customer input, will perform physical installation and configuration of the Managed Firewall Service.

SCN’s standard Managed Firewall Service is powered by a single power supply, connected to one of Customer’s power circuits in Customer’s Colocation Space in a Datacenter Facility (as described in SCN’s Colocation Services Supplement).  SCN shall install the Managed Firewall(s) and configure the Systems with an initial set of Rules.  The Rules used in the initial configuration shall be established in accordance with Customer’s desired security policies.

High-Availability Managed Firewall Service

Via SCN’s “High Availability Managed Firewall Service,” SCN provides two (2) or more physical or virtual Managed Firewalls installed as network barriers between two (2) or more SCN-provided uplinks to the public Internet and Customer’s equipment, reasonably designed to permit only designated traffic to pass between the networks.  Each Managed Firewall shall be powered by an independent power supply, connected to diverse power circuits in Customer’s Colocation Space.  Managed Firewalls, SCN-provided uplinks to the public Internet, and any downstream switching devices (as applicable) must all be appropriately configured and managed by SCN to facilitate reliability of the High Availability service.

Fees

Fees for the Managed Firewall Service are charged on a calendar-month basis.  Fees will be inclusive of a nonrecurring charge for setup and configuration and a monthly Recurring Charge for the ongoing Managed Firewall Service.  Additional Fees may be incurred by Customer for completion of Services provided by SCN outside the scope of the Managed Firewall Service.  Fees for any such additional Services will be agreed upon, in writing, by both Parties prior to the Services being performed.

SLAs

SCN will use commercially reasonable efforts to maximize availability of the Managed Firewall Service, and to achieve the SLAs detailed below.

  • Availability SLA - Standard Managed Firewall Service – For SCN’s standard Managed Firewall Services, where service is provided by only one Firewall, or multiple Firewalls which are not in a high availability configuration, SCN provides the following uptime SLA: 99.988% operation without the disruption of production traffic.  If production traffic is disrupted due to hardware or software events specifically isolated to System configuration or performance, with the disruption lasting for more than five (5) minutes, Customer shall be eligible for a Credit as set forth below.
  • Availability SLA- High Availability Managed Firewall Service – For SCN’s High Availability Managed Firewall Service, SCN provides the following uptime SLA: one hundred percent (100%) operation without the disruption of production traffic.  If the High Availability Managed Firewall Service in a High Availability configuration disrupts production traffic, Customer shall be eligible for a Credit as set forth below.
  • Hardware Replacement (Chicago Market) SLA – SCN will use commercially reasonable efforts to provide 100% availability of each individual Managed Firewall. The Managed Firewall shall be deemed “available” if the hardware is in good working order and (if applicable) the hardware is available and responding to SCN monitoring tools as designed and in a non-degraded manner (as evidenced by the SCN monitoring tool).  In the event of a failure, the faulty hardware will be replaced at no charge to Customer within one (1) hour of SCN identifying the problem therewith.  This SLA does not include the time required to perform additional software related maintenance, including rebuilding from backups.
  • Hardware Replacement (Worldwide, excluding Chicago Market) SLA – SCN will use commercially reasonable efforts to provide 100% availability of each individual Managed Firewall. A Managed Firewall shall be deemed “available” if the hardware is in good working order and (if applicable) the hardware is available and responding to SCN monitoring tools as designed and in a non-degraded manner (as evidenced by the SCN monitoring tool).  In the event of a failure, the faulty hardware will be replaced at no charge to Customer within two (2) business days of SCN identifying the problem therewith.  To mitigate the risk of an outage due to the failure of a single device, SCN recommends that Customer implement only High Availability solutions in these markets.
  • Configuration Management SLA – SCN shall periodically backup the configuration of the Managed Firewall(s) by establishing a network connection from SCN’s Systems to the Managed Firewall(s). SCN’s storage infrastructure will maintain a rolling log of all changes to the configuration of the Systems between backup intervals.  This log shall have a retention period of no less than ninety (90) days.
  • Configuration Change Request SLA – Customer is required to submit each Configuration Change Request via SCN’s Support Ticketing System or telephone request. SCN has established a sixty (60) minute target response time for all Configuration Change Requests submitted via SCN’s Support Ticketing System or telephone request.
  • VPN Tunnel Creation Request SLA – Customer is required to submit each VPN Tunnel Creation Request through SCN’s Support Ticketing System. SCN has established a 24 hour target response time for initial creation of VPN tunnels after a properly completed VPN provisioning questionnaire has been submitted via SCN’s Support Ticketing System.
  • Ongoing Maintenance SLA – SCN will maintain current operating system software on Managed Firewall devices. Any maintenance SCN reasonably believes will result in Downtime will be confirmed with Customer via a maintenance notification.  For avoidance of doubt, any updates that are deemed to be critical by a third party Managed Firewall vendor to ensure proper ongoing operation of the Managed Firewall(s) shall be exempt from this Section.  For updates of this nature, SCN will use commercially reasonable effort to coordinate the installation of the update with Customer.

Remedies for Failure of Managed Firewall Service Levels

  • Availability SLA - Standard Managed Firewall Service – If the Managed Firewall disrupts production traffic due to hardware or software events specifically isolated to System configuration or performance for more than five (5) minutes, SCN shall credit Customer’s account with 25% of the Recurring Charges attributable to the Managed Firewall Service for the applicable calendar month in which the disruption occurred.
  • Availability SLA - High Availability Managed Firewall Service – If the High Availability Managed Firewall Service in a High Availability configuration disrupts production traffic, SCN shall credit Customer’s account with 50% of the Recurring Charges attributable to the Managed Firewall Service for the applicable calendar month in which the disruption occurred.
  • Hardware Replacement (Chicago Market) SLA – If Customer experiences a failure in the Hardware Replacement (Chicago Market) SLA, SCN will issue Customer a Credit equal to 3.33% of Customer’s Managed Firewall Service charges for each full hour of such failure, for each affected Managed Firewall, provided that such Credits will not exceed the aggregate Credits for the affected Managed Firewall Service otherwise due from Customer for the calendar month in which the failure occurred.
  • Hardware Replacement (Worldwide, excluding Chicago Market) SLA – If Customer experiences a failure in the Server Hardware Uptime (Worldwide, Excluding Chicago Market) SLA, SCN will issue Customer a Credit equal to 20% of Customer’s Managed Firewall Service Fees for each full day of such failure, for each affected piece of hardware, provided that such Credits for the affected Managed Firewall Service will not exceed the aggregate charges for the Managed Firewall Service otherwise due from Customer for the calendar month in which the failure occurred.
  • Configuration Management SLA – If SCN fails to provide a current or previous version of the service configuration within the required retention period, SCN will credit Customer’s account with an amount equal to 50% of the Recurring Charges attributable to the Managed Firewall Service in the calendar month in which the request was made.
  • Configuration Change Request SLA – If a Configuration Change Request is not acknowledged and acted upon within ninety (90) minutes, SCN will credit Customer’s account with 25% of the Recurring Charges attributable to the Managed Firewall Service for the applicable calendar month in which the Configuration Change Request was made.
  • VPN Tunnel Creation Request SLA – If a VPN Tunnel Creation Request is not acknowledged and acted upon within thirty-six (36) hours, SCN will credit Customer’s account with 25% of the Recurring Charges attributable to the Managed Firewall Service for the applicable calendar month in which the VPN Tunnel Creation Request was made.
  • Ongoing Maintenance SLA – If SCN fails to provide a minimum of forty-eight (48) hours’ advance notice of a Managed Firewall Service-impacting maintenance, excluding Emergency Maintenance, SCN will credit Customer’s account with 25% of the Recurring Charges attributable to the Managed Firewall Service for the calendar month in which the disruption occurred.

Limitations on Remedies; Exceptions

  • Limitation on Remedies – If Customer is entitled to multiple Credits under this Supplement such Credits shall not exceed the total Recurring Charges for the Managed Firewall Service for such month. Except as set forth in this Supplement, SCN makes no claims regarding the availability or performance of any standard or High Availability Managed Firewall Service.
  • Exceptions – In addition to the exclusions set forth in the main body of the Master Products and Services Agreement, Customer shall not receive any Credits under this Supplement in connection with any failure or deficiency caused by or associated with the following:
    • If the High Availability Managed Firewall Service is installed in a location where diverse power circuits are not available, or where Customer has not properly configured its equipment for the use of diverse power circuits.
    • If Customer provides incorrect information during the initial configuration, Configuration Change Request, or a VPN Tunnel Creation Request.
    • SCN may conduct Emergency Maintenance without advance notice.  Should a Managed Firewall Service-impacting Emergency Maintenance be required, SCN will use commercially reasonable efforts to notify Customer upon execution of the maintenance.
    • The Availability SLAs exclude Service disruptions due the following Customer traffic events:  Denial of Service Attack, physical saturation of Customer’s connections to the public network, or exceeding the rated or licensed traffic capacity of any Managed Firewall.

Required Insurance

In accordance with Section 3.7 of the main body of the Master Products and Services Agreement entered into by SCN and Customer (the “MPSA”), Customer must have the following Required Insurance in respect of the Managed Firewall Service: 

  • Category B (Comprehensive General Liability Policy); and
  • Category C (Cyber Liability Policy).

Definitions

Any capitalized terms not otherwise defined herein shall have the definitions ascribed thereto in the main body of the MPSA or the Order(s) applicable to the Managed Firewall Service.

  • Configuration Change Request” – a Customer-initiated request for SCN to modify the configuration of the Managed Firewall Service.
  • Denial of Service Attack” – an attempt by one or more third parties to make a computer resource unavailable to its intended users (may also be referred to as “DoS” or “DoS Attack”).
  • Emergency Maintenance” – a maintenance event performed on a Managed Firewall Service that is deemed critical to preserve the integrity of the Managed Firewall Service.
  • High Availability” – a configuration designed to provide Customer with the highest SLAs made available by SCN.
  • Rules” – a set of security policies which are implemented to provide the Managed Firewall Service.
  • Systems” – the on-line systems provided by SCN to utilize the Managed Firewall Service, including firewall appliances, monitoring and reporting equipment, and network switches.
  • VPN Tunnel Creation Request” – a Customer initiated request for SCN to configure the Managed Firewall(s) to support a Customer-operated virtual private network endpoint.