MTN Managed Firewall. Description of Service

Transcription

1 MTN Managed Firewall Description of Service Managed Firewall ("Service") is a managed security service for Internet access customers that provides firewall configuration, administration, monitoring, support and use of a Firewall System owned, maintained and supported by MTN Business or where applicable, owned by Customer and maintained and supported by MTN Business. "Firewall System" shall mean all hardware and software provided and/or managed by MTN Business under this Service Order. The hardware and software, including the High Availability option packages and Firewall Systems shall constitute "Service Equipment". The "High Availability" Service, at Customer's election, provides a secondary firewall that activates if the primary firewall fails. Both firewalls will share the same access security policy and are required to be equivalent systems. 1. Installation. During the installation of the Service, MTN Business shall conduct a workshop with Customer to ascertain Customer's specific requirements in regards to firewall rules. 2. Configuration Submission. MTN Business will configure the Service in accordance with Customer's configuration requirements as determined in the workshop with the Customer. 3. Administration. After installation Customer may request MTN Business to administer the Firewall System (e.g., add or delete user accounts, modify firewall rules, update network configuration) by submitting requests to the MTN Business Customer Service Centre. 4. Reports. For Fortinet Firewalls, MTN Business will make available daily usage reports for Customer's Firewall System online on the Customer Centre. Reports shall be available to Customer for a maximum of three (3) months from report generation. 5. Configuration Backups. MTN Business will maintain backups of Customer's Firewall System configuration and regularly store such backups at a secure remote location. 6. Support and Maintenance. MTN Business will remotely install Firewall System patches, bug fixes, and software upgrades when approved by MTN Business for general distribution to MTN Business customers of the Service. In the event of a Firewall System failure, MTN Business will either: 1. replace the Firewall System (or component) as follows: MTN Business will use commercially reasonable efforts to release the replacement to a shipping agent within 8 hours of the reported failure by Customer's Technical Point of Contact ("TPOC") to MTN Business's support service, or 2. at MTN Business's sole discretion, MTN Business will dispatch a technician to repair the Firewall System at Customer's site.

2 7. Security Scan. Where the Customer has opted for the Vulnerability Scan option, MTN Business will perform a security vulnerability scan on Customer's Firewall System once each quarter at Customer's at the charge set out in the Service Order. The Security Scan includes a scan of the firewall and will be performed by a MTN Business security vendor. The Security Scan is initiated via the online configuration portal. Detailed reports, as applicable, shall be delivered directly to Customer. 8. CUSTOMER SERVICE and SUPPORT 1. Technical Support is provided on a 24x7 basis. For security reasons only a registered Technical Point of Contact ("TPOC") can raise a support query or request changes to any aspect of the Service. 2. For configuration change requests, review of open support and change tickets and non-critical support queries contact should be made via the Customer Support Centre. 3. MTN Business helpdesk support for the Service is also available via telephone or It is the Customer's responsibility to maintain up-to-date TPOC entries as delays may be encountered in registering faults if the registered TPOC information is inaccurate. Modifications to the TPOC information can be made only by the registered TPOC by or by fax (on Customer's company letterhead) to the numbers and addresses below. 1. CSC Fax: (011) CSC support@mtnbusiness.co.za Terms and Conditions Words and phrases defined in the Service Description shall have the same meaning in this Service Order. 1. Customer Obligations a. Customer shall comply with all obligations set forth in this Service Order, including all obligations set forth in any end user software licenses for software provided by MTN Business or provided by third parties, (for example Cisco or Fortinet software License Agreement). Firewall System components are manufactured by third parties (each a "Manufacturer"). Third party agreements (and/or licenses) shall be provided with the applicable products and services. Customer acknowledges that it is not relying on any representations or warranties made by a Manufacturer except for those warranties expressly made in a third party agreement (and/or license) as applicable to Customer. Customer's use of the Firewall System is subject to the terms and conditions of each Manufacturer's end user agreement. Customer shall ensure that the Service Equipment provided to Customer's premises as part of this Service is adequately

3 insured against theft and damage. Unless otherwise agreed, Customer accepts that it is Customer's sole responsibility to connect the supplied Firewall System to Customer's network and to a suitable power supply. Customer accepts that it is Customer's responsibility to provide all information reasonably requested by MTN Business in respect of the Service, and that all information provided is complete, accurate and kept up-to date. MTN Business will accept and discuss Customer information only with the registered Technical Point of Contact (TPOC). Customer is responsible for ensuring that MTN Business is kept informed of any changes to the TPOC. Customer must gain MTN Business's prior written approval before relocating a Firewall System. Customer agrees to provide a contact available on a 24x7 basis should the system power need to be recycled and to provide Customer site access if onsite support services are made available to Customer. If Customer does not provide such a contact or if the contact is unavailable, Customer understands and agrees that the Firewall System may be unavailable until normal Business Hours resume and Customer's contact is available. In the event that the firewall needs to be returned to MTN Business, except in the event of a fault replacement, it is the Customer's responsibility to package the equipment in its original packing and to return to MTN Business taking out appropriate shipping insurance if required. 2. Term a. Either party may terminate the Service on three (3) months prior written notice to take effect on the expiry of the relevant Initial Service Term. If the Service is not terminated, it shall thereafter automatically renew for further one (1) year periods on the anniversary of the Service Activation Date (the Renewal Term). Similar to the cancellation of the Initial Term, either party may during the renewal periods terminate this Service Agreement at the end of each Renewal Term giving the other party 90 (ninety) days prior written notice. In the case of termination by the Customer, such notice to be copied to the local MTN Business Customer Services department. 3. Disclaimer a. The Service and the Firewall System are provided without warranty. MTN Business's entire liability and Customer's sole and exclusive remedies regarding the Service and the Firewall System are to have MTN Business repair or replace any MTN Business provided Firewall System if it is defective. If repair or replacement of the MTN Business provided Firewall System is not reasonably practicable, either Party will have the right to terminate the Service upon ten days' written notice to the other Party. Customer acknowledges and agrees that (a) the Service and the Firewall System constitute only one component of Customer's overall security program and are not a comprehensive security solution; (b) there is no warranty that the Service or the Firewall System will be

4 uninterrupted or error-free, that networks or systems connected to the Firewall System or supported by the Service will be secure or that the Service will meet Customer's requirements; (c) there is no warranty that any communications sent by means of the Service or the Firewall System will be private; (d); there is no warranty that any available content or URL blocking software will block all sites not desired by Customer or that such software will not block any sites that are desired by Customer; and (e) any available content or URL blocking software is used at Customer's sole risk and discretion. 4. Export Compliance a. Customer acknowledges that the export, import, and use of certain hardware, software, and technical data provided hereunder is regulated by governments and acknowledges that certain data collected and generated through Customer's use of the Service may be required to be delivered to governments in accordance with applicable law. MTN Business may at its discretion, reject Service Orders that are not approved following Customer's submission of MTN Business's Export Screening Information (ESI) form. Customer agrees to comply with all applicable laws and regulations and represents and warrants that Customer is not subject to any government order suspending, revoking or denying export privileges. Customer represents and warrants that Customer will accurately and truthfully complete the MTN Business export compliance qualifications document if requested by MTN Business. 5. Service Activation Date a. Billing for Monthly Fees will commence as of the date the Service has been made available for operation by MTN Business, to be indicated to Customer by the MTN Business Installation Engineer ("Service Activation Date"). Customer will be required to connect the Service Equipment to Customer's network and to a suitable power supply, as directed by MTN Business, unless otherwise agreed in writing. In no event shall the Service Activation Date be deemed to have occurred before: (a) MTN Business has shipped all necessary hardware and software for the Service to Customer; and (b) if MTN Business activation is required for the Service, the date that MTN Business has offered to provide such activation for Customer. MTN Business reserves the right to commence billing the Customer if, without consent from MTN Business, the Customer fails to connect the Firewall System or has not arranged an agreed activation date within two (2) weeks of shipment of the Service Equipment to the Customer. 6. General a. Customer is responsible for confirming that the Firewall System is configured in accordance with Customer's preferences prior to and after activation of the Service.

5 b. In the event a Firewall System or component is required to be replaced, MTN Business will use commercially reasonable efforts to release the replacement CPE to a shipping agent within 8 hours of the reported failure by Customer's TPOC to MTN Business. Export regulations and customs may cause delays for which MTN Business will not be held responsible. If a major software version change is required, MTN Business will notify Customer and the Parties shall agree on a maintenance time period during which Customer's Firewall System will be unavailable. The maintenance period shall be at least 2 hours in length. Customer agrees to provide timely and reasonable access to the Service at Customer's premises for the provision of support and maintenance. c. MTN Business or its Affiliates or subcontractors may perform part or all of MTN Business's duties and or obligations hereunder. The Customer authorises MTN Business to provide such entities with Customer locations, equipment and other information necessary only to provide the Services hereunder and for no other purpose. 7. Availability a. The Service is available only when used in conjunction with MTN Business Access services. The Service is considered available if data is able to pass through the Firewall System. If one data protocol cannot pass whilst others can, the Firewall System is available. If the connection is not available whereas the Firewall System is able to pass data, the Firewall System is available. The Firewall System must be sited on the same local area network (LAN) segment as the edge router and/or switch. 8. Services and/or features are not available in all countries, and may be procured from in-country provider in select countries. Please consult your MTN Business representative for service availability.

6 Accepted on behalf of Customer, by Signature Accepted on behalf of MTN Business, by Signature Name Name Date Date