Datasheet

INTC-7816-01 02/2008 Page 16 of 18
(2) Select and Premium levels - the Customer will be notified within 15 minutes after IBM
determines the Customer’s managed UTM device is unreachable via standard in-band
connectivity.
IBM will contact the designated Customer contact by a method elected by IBM. During an outage
escalation, IBM will continue attempting to contact the designated Customer contact until such
contact is reached or all escalation contacts have been exhausted.
g. Proactive Security Content update guarantee:
(1) Standard level – IBM will begin application of new Security Content updates within 72 hours
after the update is published as generally available by the vendor.
(2) Select and Premium levels - IBM will begin application of new Security Content updates within
48 hours after the update is published as generally available by the vendor.
Table 3 – SLA Summary
Service Level Agreement Standard Select Premium
Security Incident identification
guarantee (for full monitoring
option only)
Applicable
Security Incident response
guarantee
Reporting only option - response within 30 minutes
Full monitoring option – response within 15 minutes
Policy change request
acknowledgement guarantee
Acknowledgement within 2 hours of receipt
Policy change request
implementation guarantee
Implementation within 24
hours of receipt
Implementation within 8
hours of receipt
Implementation within
8 hours of receipt
Emergency change request
implementation guarantee
Not available Not available Implementation within
2 hours of declaration
of emergency
Proactive Agent monitoring
guarantee
Notification within 30
minutes
Notification within 15 minutes
Proactive Security Content
update guarantee
Begin updates within 72
hours
Begin updates within 48 hours
4.2 SLA Remedies
As the sole remedy for failure to meet any of the guarantees described in the section entitled “SLA
Guarantees”, IBM will credit the Customer’s account if IBM fails to meet the SLA guarantees described in
the section entitled “SLA Guarantees” during any given calendar month. For all SLAs, the Customer may
obtain no more than one credit for each SLA per day, not to exceed a total for all SLAs of $25,000 (U.S.),
or the equivalent in local currency, in a given calendar month, as stated in the section entitled “SLA
Exclusions and Stipulations” below. Specific SLA remedies are listed below:
● Security Incident identification, Security Incident response, policy change request
acknowledgement, policy change request implementation, emergency change request
implementation, proactive system monitoring and proactive Security Content update remedies – If
IBM fails to meet any of these guarantees, the Customer account will be credited the applicable
charges for one day of the monthly monitoring fee for the affected device.
Table 4 - SLAs and Remedies Summary
Service Level Agreements Remedies for MSS for UTM (all service levels)
Security Incident identification guarantee