Datasheet

INTC-7816-01 02/2008 Page 17 of 18
Security Incident response guarantee
Policy change request acknowledgement guarantee
Policy change request implementation guarantee
Emergency change request implementation guarantee
(Premium level only)
Proactive system monitoring guarantee
Proactive Security Content update guarantee
Credit of 1 day of the monthly monitoring fee for the
package and service level of MSS for UTM for
which the Customer has contracted.
4.3 Scheduled and Emergency Portal Maintenance
Scheduled maintenance shall mean any maintenance:
a. of which the Customer is notified at least five days in advance; or
NOTE TO COUNTRY C&N: Replace “8:00 a.m. – 4:00 p.m. ET” with your local equivalent.
b. that is performed during the standard monthly maintenance window on the second Saturday of
every month from 8:00 a.m. – 4:00 p.m. ET. Notice of scheduled maintenance will be provided to
the designated Customer contact.
No statement in the section entitled “Service Level Agreements” shall prevent IBM from conducting
emergency maintenance on an “as needed” basis. During such emergency maintenance, the affected
Customer’s primary point of contact will receive notification within 30 minutes of initialization of the
emergency maintenance and within 30 minutes of the completion of any emergency maintenance.
4.4 SLA Exclusions and Stipulations
4.4.1 Customer Contact Information
Multiple SLAs require IBM to provide notification to the designated Customer contact after certain events
occur. In the case of such an event, the Customer is solely responsible for providing IBM with accurate
and current contact information for the designated contact(s). The current contact information on record
is available to authorized contacts through the Virtual-SOC. IBM will be relieved of its obligations under
these SLAs if IBM contact information is out of date or inaccurate due to Customer action or omission.
4.4.2 Customer Network/Server Change Notifications
The Customer is responsible for providing IBM advance notice regarding any network or server changes
to the firewall environment. If the event advance notice cannot be provided, the Customer is required to
provide IBM with notification of changes within seven calendar days of said network or server changes.
Notification is completed by the submission or update of a critical server ticket through the Virtual-SOC. If
the Customer fails to notify IBM as stated above, all SLA remedies are considered null and void.
4.4.3 Maximum Penalties/Remedies Payable to Customer
The total SLA credits (called “remedies”) provided by MSS for UTM, described in the sections entitled
“SLA Guarantees” and “SLA Remedies” above, will not exceed the service fees for one calendar month.
4.4.4 Network Traffic Applicable to SLAs
Certain SLAs focus on the prevention, identification and escalation of Security Incidents. These SLAs
assume that traffic has successfully reached the firewall and therefore the firewall has the ability to
process the traffic against the installed policy and generate a logged event. Traffic that does not logically
or electronically pass through a firewall, or that does not generate a logged event, is not covered under
these SLAs.
4.4.5 SLA Compliance and Reporting
SLA compliance and the associated remedies are based on fully functional network environments,
Internet and circuit connectivity, firewalls, and properly configured servers. If SLA compliance failure is
caused by CPE hardware or software (including any and all Agents), all SLA remedies are considered
null and void. IBM will provide SLA compliance reporting through the Virtual-SOC.