Datasheet

INTC-7816-01 02/2008 Page 5 of 18
At the Customer’s request, physical installation may be provided by IBM Professional Security Services
(“PSS”) for an additional fee.
Remote Configuration
When taking over management of an existing Agent, IBM will typically perform the configuration remotely.
The Customer may be required to physically load media.
All managed Agents will require some remote configuration, which may include the registration of the
Agent with IBM Managed Security Services infrastructure.
2.1.5 Transition to SOC
Once the Agent is configured, physically installed and implemented, and connected to the IBM Managed
Security Services infrastructure, IBM will provide the Customer with the option of having a demonstration
of the Virtual-SOC capabilities and performance of common tasks.
The final step of services deployment is when the SOC takes over management and support of the Agent
and the relationship with the Customer. At this time, the ongoing management and support phase of the
services officially begins. Typically, IBM will introduce the Customer via phone to the SOC personnel.
2.2 Ongoing Management and Support - General
Except as specifically stated below, the terms and conditions set forth in this section entitled “Ongoing
Management and Support - General” apply to both packages (Protection and Content) at all three service
levels (Standard, Select, and Premium).
IBM will provide MSS for UTM services during the initial contract term after the services environment has
been established, and during any renewal contract term.
2.2.1 Policy Management
Based on the security policy and configuration developed during deployment and initiation, IBM will
maintain a sound security policy for all Agent features under IBM management.
Changes
All policy and configuration changes for managed Agent features will be completed only by IBM.
Customers who subscribe to one package (either Protection or Content) may request policy changes (as
specified below) by submitting a policy change request through the Virtual-SOC. The allowed number of
policy changes is as follows:
● Standard level – up to two policy changes per calendar month
● Select level - up to four policy changes per calendar month
● Premium level – unlimited policy changes per calendar month
Customers who subscribe to both the Protection and Content packages, at either the Standard or Select
level, may request one additional change per month beyond the allowed number indicated above.
Additional policy changes can be provided for an additional fee. Following the closure of a calendar
month, unused policy changes are considered void and may not be rolled over to the following month.
Maintenance Windows
Additionally, Customers at the Select or Premium service level may specify a time period for IBM to
implement a single policy or configuration change. The Customer may specify a start time, and
optionally, an end time for the window, but the window must be at least 30 minutes long.
If the Customer does not specify an end time for this maintenance window, IBM will begin implementation
of the requested policy change within 30 minutes of the window start time. If the Customer specifies a
start and end time, IBM will begin implementation of the policy change within the maintenance window.
Emergency Policy Changes
Customers at the Premium service level may request one emergency change per month, for each IBM-
managed Agent, for the duration of the contract. Unused emergency changes do not roll over to the
following calendar month.
Customers at the Standard and Select service levels will be provided with emergency policy changes for
an additional fee.
To submit an emergency change request, Customers must submit the change request through the
Virtual-SOC, following normal change submission procedures. During the electronic submission of the