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SLA Supplement - Managed VPN

SLA Supplement - Managed VPN

Standard Managed VPN Service

Via SCN’s standard “Managed VPN Service,” SCN uses commercially reasonable efforts to provide Customer with an SCN-operated VPN appliance that is reasonably designed to permit secure access between a Customer-designated network at an SCN Datacenter and Customer’s remote users’ VPN device and network. A “Managed VPN” permits only designated users to connect between the networks. The Managed VPN Service may include any Services agreed upon by SCN and Customer to fulfill Customer’s requests.

SCN offers many configuration options for the Managed VPN Service, tailored to Customer’s needs. Customer’s equipment must be accessible by the VPN appliance as necessary so as to implement any required network access and credential authentication. 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 VPN Service.

SCN’s standard Managed VPN appliance 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 defined in SCN’s Colocation Services Supplement. SCN shall install the VPN(s) and configure the Systems with an initial set of Rules. The settings used in the Rules shall be established in accordance with Customer’s desired security policies.

High-Availability Managed VPN Service

Via SCN’s “High-Availability Managed VPN Services,” SCN uses commercially reasonable efforts to provide two (2) physical VPN appliances, installed and configured in a cluster, reasonably designed to permit only designated remote users to access Customer’s network from the remote user’s VPN device and network. Each VPN shall be powered by an independent power supply, connected to diverse power circuits in Customer’s Colocation Space. VPN appliances, 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 VPN Service are charged on a calendar-month basis. Fees will be inclusive of a (i) non-recurring charge for setup and configuration and (ii) a monthly Recurring Charge for the ongoing Managed VPN Service. Additional Fees may be incurred by Customer for completion of Services provided by SCN outside the scope of the Managed VPN 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 VPN Service, and to achieve the SLAs detailed below.

  • Availability SLA - Standard Managed VPN Service – For SCN’s standard Managed VPN where service is only provided by one VPN, or multiple VPNs which are not in a High-Availability configuration, SCN provides the following 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 VPN Service - For SCN’s High-Availability Managed VPN Service, SCN provides the following uptime SLA: one hundred percent (100%) operation without the disruption of production traffic. If the High-Availability Managed VPN Service in a High-Availability configuration disrupts production traffic, Customer shall be eligible for a Credit as set forth below.
  • Configuration Management SLA – SCN shall periodically backup the configuration of the VPN(s) by establishing a network connection from SCN’s Systems to the VPN(s). SCN’s storage infrastructure will retain a copy of the configuration backup rolling 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 User Account Creation Request SLA – Customer is required to submit each VPN User Account Creation Request through SCN’s Support Ticketing System. SCN has established a 24 hour target response time for initial creation of VPN users after all details necessary for the account creation have been properly submitted via SCN’s Support Ticketing System.
  • Ongoing Maintenance SLA – SCN will maintain current operating system software on VPN appliances. Any maintenance that SCN reasonably believes will incur 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 VPN vendor to ensure proper ongoing operation of the VPN(s) shall be exempt from this Section. For updates of this nature, SCN will use commercially reasonable efforts to coordinate the installation of the update with Customer.

Remedies for Failure of Managed Dedicated VPN Service SLAs

  • Availability SLA - Standard Managed VPN – if the Managed VPN 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 VPN Service for the applicable calendar month in which the disruption occurred.
  • Availability SLA - High-Availability Managed VPN - If the High-Availability Managed VPN 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 VPN Service for the applicable calendar month in which the disruption occurred.
  • Hardware Replacement (Chicago Market) SLA – SCN will use commercially reasonable efforts to provide 100% availability of each individual VPN appliance. The VPN appliance 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 VPN appliance. A VPN appliance 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 – 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 VPN 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 VPN Service for the applicable calendar month in which the Configuration Change Request was made.
  • VPN User Account Creation Request SLA – If a VPN User Account Creation Request is not acknowledged and acted upon within thirty-six (36) hours following Customer’s submission thereof via SCN’s Support Ticketing System, SCN will credit Customer’s account with 25% of the Recurring Charges attributable to the Managed VPN Service for the applicable calendar month in which the VPN User Account Creation Request was made.
  • Ongoing Maintenance SLA – If SCN fails to provide a minimum of forty-eight (48) hours’ advance notice of a Managed VPN Service-impacting maintenance, excluding Emergency Maintenance, SCN will credit Customer’s account with 25% of the Recurring Charges attributable to the Managed VPN 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 VPN Service for such month. Except as set forth in this Supplement, SCN makes no claims regarding the availability or performance of the Managed VPN 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 VPN 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; or if Customer provides incorrect information during the initial configuration or Configuration Change Request.
  • Emergency Maintenance - SCN may conduct Emergency Maintenance without advance notice. Should a service-impacting Emergency Maintenance be required, SCN will use commercially reasonable efforts to notify Customer upon execution of the maintenance.
  • Exclusions - The availability SLAs exclude service disruptions due to the following Customer traffic events: Denial of Service Attack; physical saturation of the Customer’s connections to the public Internet; and exceeding the pool of allowed users, tunnels, or connections; or exceeding the rated or licensed traffic capacity of any Managed VPN appliance.  

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 VPN 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 VPN Service.

  • Configuration Change Request– a Customer-initiated request for SCN to modify the configuration of the Managed Dedicated VPN 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 orDoS Attack).
  • Emergency Maintenance” - a maintenance event performed on the Managed VPN Service that is deemed critical to preserve the integrity of the Managed VPN 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 VPN Service.
  • Systems” – the on-line systems provided by SCN to utilize the Managed VPN Service, including VPN appliances,, monitoring and reporting equipment, and network switches as applicable.
  • VPN” – virtual private network.
  • VPN User Account Creation Request” – a Customer-initiated request for SCN to create an account permitting a user to access the Managed VPN Service.