The terms in this section, called the “service terms”, apply to the group of services described below or a specific service within this group as specified below.
Service Element: Hardware and Software | Your Responsibility | TELUS Responsibility | Bill Method | |
Remote pre-configuration of the Security Appliance(s) | No | Yes | Included in one-time charge based on SOW | |
For Customer-provided Security Appliance, grant of right to use license for VPN Client. (if applicable) | Yes | No | . | |
Configuration of network access security policies (policy to be provided by the Customer) | No | Yes | Included in one-time charge based on SOW | |
Implement Security Appliance configuration, and/or removal of appliance | No | Yes | Included in one time charge based on SOW | |
Ensuring that Security Appliance hardware and software are at version levels certified and supported by the applicable vendor and supported by TELUS | No | Yes | Included | |
Provide space, power, cabling and LAN connectivity | Yes | No | . | |
Provide a stable internet access with a static IP address | Yes | No | . | |
Remote pre-configuration of the Security Appliance(s) | No | Yes | Included in one-time charge based on SOW |
Service Element: Use of TELUS Systems & Infrastructure | Your Responsibility | TELUS Responsibility | Bill Method |
Operate a TELUS trouble ticketing system to track and report on current and historical problems for all Security Appliances. | No | Yes | Included |
Service Element: Security Appliance Management | Your Responsibility | TELUS Responsibility | Bill Method |
Monitor (7 x 24) Security Appliance(s) for availability and functioning. | No | Yes | Included |
Monitor (7 x 24) Security Appliance(s): CPU Usage Memory Usage Up/Down Status | No | Yes | Included |
Notification (7 x 24) on threshold exceeded or error condition on Security Appliance CPU Usage Memory Usage Up/Down Status – availability | No | Yes | Included |
Patch Management: Receive and test patches before implementation on the device. Standard Policy is N-1 based (provided the software is supported and approved by the vendor) on TELUS approved patches / versions. Emergency patches are implemented as released by vendor and approved by Customer. Release Management – Major version upgrades are limited to once every two year. Additional requested major version upgrades can be requested via time and material (change request) | No | Yes | Included |
Monthly ISE reports to be provided – Standard out-of-box reports. You will have access to the reports directly from the Security Appliance | No | Yes | Included (Monthly) |
Service Element: Scheduled Maintenance; Change Management | Your Responsibility | TELUS Responsibility | Bill Method |
Configuration Changes | . | . | . |
For the NAM Service, standard change requests, as requested by your designated contact. | |||
5 customer-primed changes per month per Security Appliance (or HA Cluster) for the Term. | No | Yes | Included. Additional standard changes are charged based on T&M. Non-standard changes are charged based on SOW and T&M associated with it. |
Scheduled Change Management: Ability to schedule change requests ahead of time to fit your change management process within the following time frames: Mon-Fri 6am to 6pm MST | Yes | Yes | Included |
Ability to schedule change requests to fit your change management process | Yes | Yes | included |
Scheduled Maintenance | . | . | . |
Service Element: Hardware and Software | Your Responsibility | TELUS Responsibility | Bill Method |
Install firmware patches and updates on the Security Appliance(s) as deemed required by TELUS. | No | Yes | Included |
Site Documentation | . | . | . |
Service Element: Service Element: Event Response (Service Assurance) | Your Responsibility | TELUS Responsibility | Bill Method | |
Maintain configuration documentation for any Security Appliance and make accessible to you as requested | No | Yes | Included | |
Single Point of Contact | . | . | . | |
Provide a designated contact with whom TELUS can communicate status of both single ticket events and any systemic problems that are impacting TELUS’s ability to meet Services Levels. | Yes | No | . | |
Provide a single point of contact and create a trouble ticket for each error condition encountered for any Security Appliance, and follow the ticket through resolution and closure on all calls that are TELUS’ responsibility as defined for NAM Service element and the “Scheduled Maintenance and Change Management” element. | No | Yes | Included | |
Appliance Failure | . | . | . | |
If TELUS owns the Security Appliance, in the event of Security Appliance failure, initiate repair or replace. | No | Yes | Included | |
If you own the Security Appliance, in the event of Security Appliance failure, initiate repair or replace. You must authorize TELUS as a managed service provider for vendor support. | No | Yes | Included | |
Valid Vendor Maintenance Agreements | . | . | . | |
If TELUS owns the Security Appliance, have a valid maintenance agreement with the Security Appliance vendor. | No | Yes | Included | |
If you own the Security Appliance, have a valid maintenance agreement with the Security Appliance vendor. | Yes | No | . | |
Software, Managed Services or Configuration Failures | . | . | . | |
First level troubleshooting and problem diagnosis of your application access problems that appear to be impacted by Security Appliance configuration. | Yes | No | . | |
Assist with Security Appliance level troubleshooting and problem diagnosis with approved contact | Yes | No | Included |
Service Element: Security Management | Customer Responsibility | TELUS Responsibility | Bill Method | |
Define business rules for Security Appliance configuration and changes | Yes | Yes | . | |
Notify TELUS single point of contact of customer primed changes that can impact the operation of the Security Appliance(s). | Yes | Yes | . | |
Approve TELUS process to maintain logical access to your LAN for any Security Appliance and provide remote support. | Yes | Yes | . | |
Work with you to ensure proper operation of the Security Appliance when notified of customer primed changes within reasonable and commercial means. | No | Yes | Included |
Contracted Service Period (months) | % of fixed monthly charges for remaining service period |
0 – 24 months | 100% |
25 – 60 months | 50% |
Measure | Indicator | Service Level Agreement: Single Security Appliance | Service Level Agreement: Redundant Security Appliance (HA) |
Service Availability of Security Appliance (1) | Number of Minutes per Month – Unscheduled Downtime in Minutes per Month + (Excusable Downtime and Scheduled Maintenance)] / Number of Minutes per Month | 99.7% | 99.97% |
If difference between actual Service Level achieved and target in a month is | Single Security Appliance | Redundant Security Appliance (HA) | Total Monthly Credits (not prorated) |
2% below target |
|
| 10% |
4% below target |
|
| 20% |
6% below target |
|
| 30% |
8% below target |
|
| 40% |
8% or more below target | <91.7% | <=91.97% | 50% |
Table C – Service Level Credit* |
Measure | Indicator SLO: Business Hours | SLO: After Business Hours | ||
Response and completion for standard change request | Elapsed time from reception of your change request to initial acknowledgement of receipt by TELUS | 15 Minutes | 16 Business Hours | |
Response and completion for standard change request | Elapsed time notification back by TELUS to completion (unless parties agree that the change shall be made during Scheduled Maintenance) | 15 Minutes | 16 Business Hours | |
Response and completion for expedited change request | Elapsed time from reception of your change request to initial acknowledgement of receipt by TELUS | 15 Minutes* | 12 Business Hours | |
Response and completion for expedited change request | Elapsed time notification back by TELUS to completion (unless parties agree that the change shall be made during Scheduled Maintenance) | 15 Minutes* | 12 Business Hours | |
Response and completion for emergency change request** Elapsed time from reception of your trouble ticket priority of SEV2 by TELUS | 15 Minutes* | 2 Hours | ||
Response and completion for emergency change request** | Elapsed time notification back by TELUS to completion (unless parties agree that the change shall be made during Schedule Maintenance) | 15 Minutes* | 2 Hours |