BT Assure Managed Cloud (Zscaler)

Transcription

1 BT Assure Managed Cloud (Zscaler) Schedule to the General Terms Contents A note on we and you Service Summary Standard Service Components Service Options Service Management Boundary Associated Services and Third Parties Specific Terms and Conditions Our Obligations Your Obligations Notification of Incidents Invoicing Charges at the End of the Contract Service Amendment Service Levels Defined Terms British Telecommunications plc 2016

2 A note on we and you We, us and our mean BT. You and your mean the Customer. Phrases that refer to either, neither, each of us, both of us or we both mean one or both Parties, whichever makes sense in the context of the sentence. Part A The Service 1. Service Summary We will work with the Supplier to provide you with the BT Assure Managed Cloud Security (Zscaler) Service. The Service provides you with a right to access and use software enabling you to protect your Users from threats from the Internet. The Service is comprised of: all of the Standard Service Components set out in paragraph 2 as set out in any applicable Order; and any of the Service Options set out in paragraph 3 that are selected by you as set out in any applicable Order, (the Service ). 2. Standard Service Components We will provide you with all the following standard service components in accordance with the details set out in any applicable Order ( Standard Service Components ): Service Software: we will provide you with a non-exclusive, non-transferable, non-assignable right to access and use the Service Software for the number of purchased Users. Customer Portal: we will provide to you a non-exclusive, non-transferable, non- assignable right to access and use the Supplier s web-based User interface ( Customer Portal ). The Customer Portal is an administrative portal for creating and managing security policy and performing reporting and analysis of traffic. Premium Support Service: We will provide you with the support service ( Premium Support Service ): A first level helpdesk that your Customer Contact will be able to contact to submit service requests, report Incidents and ask questions about the Service ( Service Desk ); A second level helpdesk, which is a 24x7 centralized global helpdesk, responsible for helping you to manage the Service and troubleshoot issues related to traffic forwarding, authentication, policies, no Internet or slow Internet or Site issues with the Service. The second level helpdesk will also engage support from the Supplier s helpdesk as needed when further troubleshooting is required or to request changes, provisioning and service reviews; and We will cover the following issues in the Premium Support Service: We will not be responsible for the following issues in the Premium Support Service: Page 2 of 15 British Telecommunications plc 2014 Page 2 of 15 British Telecommunications plc 2015 Page 2 of 14

3 3. Service Options We will provide to you any of the following options that are set out in any applicable Order ( Service Options ) and in accordance with the details set out in that Order: Suites: You may choose one of the following suites ( Suites ): Zscaler Professional Suite; Zscaler Business Suite; or Zscaler Web Enterprise Suite. The Suites include the following service functions, as may be amended by the Supplier from time to time: Suites Professional Business Enterprise Inline Anti-virus & Anti-spyware Signature based anti-malware protection for any file size Full inbound/outbound file inspection with near-zero latency True file type control by users, groups and destinations Web Access Control Ensure outdated versions of browsers are forced to upgrade Ensure known browser vulnerabilities are patched Advanced Threats Protection Block malicious code, spyware, viruses from infected sites Real-time feeds of phishing, botnets, other malicious sites PageRisk to stop botnets, XSS, malicious active content Block Anonymizer, ToR, P2P, Skype, Gtalk and Gizmo Standard Behavioral Analysis Cloud Application Controls Granular application controls (i.e. allow viewing/block uploads) Streaming Media - Youtube, Hulu, Google Video, etc. Social Networking & Blogs - Facebook, Twitter, Orkut, etc. Webmail and Web IM - Gmail, Yahoo mail, Hotmail, etc. Collaboration, Businesss Applications, Mobile Applications and Devices Granular reporting of mobile applications and device types Security policy for mobile applications Bandwidth Management Protect bandwidth for web apps by location or time of day Limit bandwidth consumed by non-productive web traffic Data Loss Prevention Inline scanning of all web traffic leaving the organization Log or block transactions with confidential data Inspect Office, Adobe and multi layered zip files Customized phrase dictionary with fuzzy matching Predefined engines and dictionaries (HIPPA, PCI, credit cards) Encrypted VPN IPSec encrypted tunnels to the cloud Encypted tunnel from mobile devices Page 3 of 15 British Telecommunications plc 2014 Page 3 of 15 British Telecommunications plc 2015 Page 3 of 14

4 Additional Features: Depending on the Suite you have chosen, you may choose any of the following available additional features, as may be amended by the Supplier from time to time (each an Additional Feature ): Dedicated Port for Proxy Service; Nanolog Streaming Service; EZ Agent; Next Generation Firewall; Advanced Behavioral Analysis (not available with Zscaler Professional Suite); Private Root Certificate for SSL Inspection (not available with Zscaler Professional Suite); Zscaler Secure Agent (not available with Zscaler Professional Suite); and Guest Wifi Protection. Surcharge Data Centres: In certain countries or regions the Supplier may suggest that your data be hosted and processed in Surcharge Data Centres. Where you select this option, you will incur additional Charges, which will be set out in the Order. You may choose to use Supplier data centres other than the Surcharge Data Centres, but you acknowledge that performance of the Service may be affected. BT Consulting & Implementation Services: We can provide deployment advisory services with each Order, to support your initial configuration of the Service. We offer the following implementation and deployment services for you to choose from in the Order: BT Advise Quickstart ( BT Advise Quickstart ): a single basic package for new customers that provides deployment advisory services for setup, basic deployment, and admin training; and BT Advise Ad Hoc Consultancy ( BT Advise Ad Hoc Consultancy ): priced on a per day basis, which covers integration services not included in BT Advise QuickStart, or any additional deployment requirements that will be set out in the Order. Change Management Service: we may provide in-life change management service that allows you to request supported changes to the Service, which we will manage on your behalf. The supported activities are: Page 4 of 15 British Telecommunications plc 2014 Page 4 of 15 British Telecommunications plc 2015 Page 4 of 14

5 If more complex changes are required that fall outside the scope of the Change Management Service, you will be referred to your BT Account Manager to request additional professional services from us. An example of an out of scope activity would be where we require assistance from the Supplier to provide the activity, for example where a User wishes to collapse multiple domains into one domain. We will not provide the Change Management Service where you have made any changes to the deployment or configuration of the Service that are not: 4. Service Management Boundary We will provide and manage the Service as set out in Parts B and C of this Schedule and as set out in the Order from the point where you present traffic to, or receive traffic from, any infrastructure owned or controlled by the Supplier or us ( Service Management Boundary ). We will have no responsibility for the Service outside the Service Management Boundary. Where the Change Management Service is not included in the Service, you are responsible for making any necessary configuration changes for in-life management of service elements, which can be accessed through the provided Customer Portal. Where the Change Management Service is included in the Service, you will not make any changes to the configuration of the Service within the Service Management Boundary, and we will be responsible for making any such changes. We do not guarantee that the Service will detect or block all malicious threats. We do not make any representations, whether express or implied, about the interoperability between the Service and any Customer Equipment. Certain Service Options may require you to have specific Customer Equipment that meets any minimum specifications, communicated to you by us or the Supplier, to benefit from full functionality. We will not be responsible for any inability to provide the Service or degradation of the Service where you use the Service without the required Customer Equipment. 5. Associated Services and Third Parties You will provide and maintain a Internet connection at the Site(s) at all times for use with the Service, including providing and maintaining any Customer Equipment necessary for such connection. You will pay all charges related to provision, maintenance and use of such Internet connections and report any incidents on the Internet connections directly to the supplier of the compatible Internet connections. If we provide you with any services other than the Service this Schedule will not apply to those services and those services will be governed by their separate terms and conditions. We will not be liable for failure to or delay in supplying the Service if another supplier delays or refuses the supply of an electronic communications service to us and no alternative service is available at reasonable cost. 6. Specific Terms and Conditions Service Start Date The Service Start Date is the date that we notify you that the Service has been enabled in accordance with paragraph Page 5 of 15 British Telecommunications plc 2014 Page 5 of 15 British Telecommunications plc 2015 Page 5 of 14

6 Minimum Period of Service EULA Unless one of us gives at least 90 days written Notice to the other of an intention to terminate the Service, at the end of the Minimum Period of Service, we will continue to provide the Service and both of us will perform each of our obligations in accordance with the Contract. If one of us gives at least 90 days written Notice to the other of an intention to terminate the Service at the end of the Minimum Period of Service, we will cease delivering the Service at on the last day of the Minimum Period of Service. You acknowledge that the Service can only be provided by us if you have entered into the applicable end user licence agreement with the Supplier for the Service Software in the form set out at as may be amended or supplemented from time to time by the Supplier ( EULA ). By accepting the terms of the EULA you acknowledge their conditions and agree to observe and comply with them for any and all use of the Service. You accept responsibility in accordance with the terms of the EULA for the use of the Software accessible through the Services. You acknowledge that you enter into the EULA for your own benefit and that the rights, acknowledgements, undertakings, warranties and indemnities granted under the EULA are between you and the Supplier. Any loss or damage suffered by you or the Supplier under the EULA will be enforceable only between you and the Supplier, and will not be enforceable against us. We are not responsible for any faults in the Service Software and you will make any claims relating to the Service Software directly with the Supplier in accordance with the EULA. Data Handling For the provision and management of the Service by the Supplier, any processing of Customer Personal Data (as defined in the General Terms) will be subject to the EULA between you and the Supplier and the Supplier s privacy policy set out at as may be amended or supplemented from time to time by the Supplier. You agree that we will not be liable for any claim arising out of or in connection with any failure by the Supplier to comply with the EULA or the Supplier s privacy policy and any claims will be made directly by you against the Supplier. Standard of Service You acknowledge that the Service cannot ensure prevention or detection of all threats and unauthorised actions Page 6 of 15 British Telecommunications plc 2014 Page 6 of 15 British Telecommunications plc 2015 Page 6 of 14

7 Part B Service Delivery and Management 7. Our Obligations Service Delivery Before the Service Start Date and, where applicable, throughout the provision of the Service, we: will provide to you contact details for the Service Desk that you will be able to contact to submit service requests, report Incidents and ask questions about the Service; we will comply with all reasonable health and safety rules and regulations and reasonable security requirements that apply at a Site and are notified to us in writing. We will not be liability if, as a result of any such compliance, we are in breach of any of our obligations under this Contract; if you have ordered the Change Management Service or we have agreed in writing to assist you with the security policy, we will only be responsible for the security policy s configuration and not for defining the security policy itself. We will not be liable for any consequences arising from the correct configuration of your security policy in accordance with your specifications; and will work with you to prepare a deployment plan if you choose to include the BT Advise Quickstart Service; and will deploy the Service using one or more of the supply methods set out at: (or any other online address that we may advise you) and, if you have chosen to include the deployment services option in the Services, we will work with you to decide which method of deployment to use. Commissioning of the Service Before the Service Start Date, we will: agree a date with you for commencement of the Service and will use commercially reasonable endeavours to procure that the Supplier provisions the Service on this date; on the date that the Service has been provisioned, send you a provisioning with Customer Portal log in information; and provide you with activation support to ensure that you have access to the Customer Portal for configuration of the Service and, where selected by you in the Order, provide any BT Consulting & Implementation Deployment Services. During Operation On and from the Service Start Date, we: will work with the Supplier as necessary to restore Service as soon as practicable during Business Hours if you report an Incident in the Service; may carry out Planned Maintenance from time to time and will endeavour to inform you at least five Business Days before any Planned Maintenance to the Service, however you agree we may inform you with less notice than normal where emergency maintenance is required or where we have not been provided by sufficient notice by the Supplier; and may, in the event of a security breach affecting the Service, require you to change any or all of your passwords. The End of the Service On termination of the Service by either one of us, we, or the Supplier, as applicable, will: terminate your access to the Customer Portal and Service Software and cease to provide all other elements of the Service; and Page 7 of 15 British Telecommunications plc 2014 Page 7 of 15 British Telecommunications plc 2015 Page 7 of 14

8 destroy or otherwise dispose of any of the saved Customer Data unless we receive, no later than ten days after the date of the termination of this Contract, a written request for the delivery to you of the then most recent back-up of the Customer Data. We will use reasonable commercial endeavours to deliver the back-up to you within 30 days of receipt of such a written request, provided that you have, at that time, paid all fees and charges outstanding at and resulting from termination (whether or not due at the date of termination). You will pay all reasonable expenses incurred by us in returning or disposing of Customer Data. You acknowledge that the Supplier will only retain the preceding six months of Customer Data at any time unless agreed otherwise, where an additional Charge may apply. 8. Your Obligations Service Delivery Before the Service Start Date and, where applicable, throughout the provision of the Service by us, you will: provide us with the names and contact details of any Administrators authorised to act on your behalf for Service management matters ( Customer Contact ), but we may also accept instructions from a person who we reasonably believe is acting with your authority; provide us with any information reasonably required without undue delay; establish and maintain your own internal support processes and helpdesk for Users and be responsible for communication with Users; provide us with all technical data and any other information we may reasonably request from time to time without undue delay, to enable us to supply the Service to you; ensure that your firewall configurations and network settings allow the traffic types necessary for us to provide the Service, including; use Customer Equipment that is interoperable and supported by the Supplier and that meets any Supplier requirements for Additional Features that may be communicated to you by us or the Supplier from time to time; ensure that Customer Equipment is installed and operated according to applicable third party vendor specifications and recommendations, and ensure that Customer Equipment has the capacity to forward traffic to the Supplier; use one of the methods supported by the Supplier to authenticate Users, which are set out at: (or any other online address that we may advise you); where applicable, are responsible for deployment of the ZScaler App on Users devices and the configuration and management of all settings relevant to the ZScaler App; provide us with access to Site(s) during Business Hours, or as otherwise agreed, as necessary to enable us to set up, deliver and manage the Service; complete any preparation activities that we may request to enable you to receive the Services promptly and in accordance with any reasonable timescales; notify us in writing of any health and safety rules and regulations and security requirements that apply at a Site; in jurisdictions where an employer is legally required to make such disclosure to its employees and/or Users: Page 8 of 15 British Telecommunications plc 2014 Page 8 of 15 British Telecommunications plc 2015 Page 8 of 14

9 ensure that you order the appropriate Service features for your requirements; ensure that each Seat is only used by a single, individual named User and a Seat will not be shared between or used by more than one individual; only transfer a Seat from a User to another individual if the original User is no longer permitted to access, and no longer accesses, the Internet in connection with the Service; carry out all of your other responsibilities set out in this Contract in a timely and efficient manner. If there are any delays in completion of your responsibilities, we may adjust any agreed timetable or delivery schedule as reasonably necessary. Service Operation On and from the Service Start Date, you will: ensure that Users report Incidents to the Customer Contact and not to the Service Desk; ensure that the Customer Contact will take Incident reports from Users and pass these to the Service Desk using the reporting procedures agreed between both of us, and will be available for all subsequent Incident management communications; install, configure, monitor and maintain any Customer Equipment connected to the Service or used in connection with a Service; ensure that any Customer Equipment that is connected to the Service or that you use, directly or indirectly, in relation to the Service is: immediately disconnect any Customer Equipment, or advise us to do so at your expense, if Customer Equipment does not meet any relevant instructions, standards or Applicable Law; distribute, manage and maintain access profiles, passwords and other systems administration information relating to the control of Users and your access to the Service. If you decide to, you may assign one login combination to our personnel. You are responsible for your Users use of access profiles and passwords; maintain a list of current Users and immediately terminate access for any person who ceases to be an authorised User; ensure the security and proper use of all valid User access profiles, passwords and other systems administration information used in connection with the Service and: Page 9 of 15 British Telecommunications plc 2014 Page 9 of 15 British Telecommunications plc 2015 Page 9 of 14

10 if we request you to do so in order to ensure the security or integrity of the Service, change any or all passwords and/or other systems administration information used in connection with the Service; give each Administrator a unique login and provide full access or read only privileges specific to each Administrator. You may decide to allow multiple Administrators to access the Customer Portal.; if you have ordered the Change Management Service: unless you have ordered the Change Management Service or we have agreed in writing to assist you with the initial configuration of the security policy, undertake all aspects of security policy configuration, including setting up User groups. You will do this using the Customer Portal; comply with the provisions of any Software licences provided with or as part of the Service; inform us within five working days if the number of Users using the Service increases by more than five per cent from the number of Users set out on the Order form. In these circumstances, or if we can demonstrate by management reports that the number of Users exceeds that limit, we may increase the Charges or require that you reduce the number of Users using the Service; and provide us with Notice 14 days in advance of any changes to your network that may impact the working of the Service, and provide us with all necessary details. If this information is not provided within this timeframe, we will have no liability for a failure or delay in providing any necessary changes to the Service configuration. 9. Notification of Incidents Where you become aware of an Incident: the Customer Contact will report it to our Service Desk; we will give you a unique reference number for the Incident ( Trouble Ticket ); we will inform you when we believe the Incident is cleared, and will close the Trouble Ticket when: 10. Invoicing If you confirm that the Incident is not cleared within 24 hours of being informed, the Trouble Ticket will remain open, and we will continue to endeavour to resolve the Incident, until the Trouble Ticket is closed as set out in paragraph Where we become aware of an Incident, paragraphs 9.1.2, and will apply. We will invoice you for the Charges for the Service as set out in paragraph 10.2 in the amounts and currency specified in the applicable Order. Unless stated otherwise in an applicable Order, we will invoice you for: Fixed Charges, in your first invoice, which include: Page 10 of 15 British Telecommunications plc 2014 Page 10 of 15 British Telecommunications plc 2015 Page 10 of 14

11 Recurring Charges, monthly, quarterly or annually in advance, as selected by you in the Order, on the first day of the applicable period (for any period where Service is provided for less than the relevant invoicing period, the Recurring Charges will be calculated on a monthly or daily basis as applicable). Recurring Charges will be charged from the Service Start Date and include the following: Charges, monthly, quarterly or annually in advance, as selected by you in the Order, on the first day of the applicable period calculated as a percentage of Recurring Charges: any Termination Charges incurred in accordance with paragraph 11 below, upon termination of the relevant Service. We may invoice you for any of the following Charges in addition to those set out in the Order: Charges for investigating Incidents reported by you, where we find no Incident or that the Incident is outside the Service Management Boundary; Charges for commissioning the Service, as set out in paragraph 7.2, outside of Business Hours; Charges for restoring Service if the Service has been suspended in accordance with clause of the General Terms; Charges for cancelling the Service in accordance with clause 16 of the General Terms; Charges for expediting provision of the Service at your request after you have been informed of the date for delivering the Service; and any other Charges set out in any applicable Order or otherwise agreed between both of us. 11. Charges at the End of the Contract If you exercise your right under clause 17 of the General Terms to terminate the Contract or the Service for convenience, you will pay us: all outstanding Charges for Service rendered; all incremental charges that we incur from the Supplier due to the early termination; and in addition to the Charges set out at paragraph 11.1 above, if you terminate during the Minimum Period of Service, you will pay us 100 per cent of the Recurring Charges for any remaining months of the Minimum Period of Service and you will waive reimbursement of any prepaid Charges. On the last day of the Minimum Period of Service, we will invoice you for: any outstanding Charges for Service rendered; and any other Charges set out in the Order. 12. Service Amendment You may request, by giving us Notice, a change to: an Order for the Service (or part of an Order, including the number of Users, Seats and/or Service Options) at any time before the applicable Service Start Date; the Service at any time after the Service Start Date; add Users or Seats to an existing Service after the Service Start Date; or Page 11 of 15 British Telecommunications plc 2014 Page 11 of 15 British Telecommunications plc 2015 Page 11 of 14

12 add Service components to the existing Service after the Service Start Date. If you exercise your right under paragraph 12.1, and except where a change results from our failure to comply with our obligations under the Contract, we will, within a reasonable time, provide you with a written estimate, including: the likely time required to deliver the changed Service; and any changes to the Charges due to the changed Service. We have no obligation to proceed with any change that you request under paragraph 12.1, unless and until we have both agreed in writing on the necessary changes to the Charges, implementation timetable and any other relevant terms of the Contract to take account of the change. If we change a Service prior to the Service Start Date because you have given us incomplete or inaccurate information, we may, in our reasonable discretion, apply additional reasonable one-time and/or Recurring Charges. Page 12 of 15 British Telecommunications plc 2014 Page 12 of 15 British Telecommunications plc 2015 Page 12 of 14

13 Part C Service Levels 13. Service Levels There are no Service Levels for this Service. Page 13 of 15 British Telecommunications plc 2014 Page 13 of 15 British Telecommunications plc 2015 Page 13 of 14

14 Part D Defined Terms 14. Defined Terms In addition to the defined terms in the General Terms, capitalised terms in this Schedule will have the following meanings (and in the case of conflict between these defined terms and the defined terms in the General Terms, these defined terms will take precedence for the purposes of this Schedule): Additional Feature has the meaning given in paragraph 3.2. Administrator means person authorised by you who is responsible for managing the Service using the Customer Portal. Base Charges means those Charges set out in the Order in relation to the Standard Service Components. BT Advise Ad Hoc Consultancy has the meaning given in paragraph BT Advise Quickstart has the meaning given in paragraph BT Consulting & Implementation Services has the meaning given in paragraph 3.4. BT Network means the communications network owned or leased by us and used to provide the Service. Business Hours means between the hours of 0800 and 1700 in a Business Day. Change Management Request has the meaning given in paragraph (b). Change Management Service has the meaning given in paragraph 3.5. Customer Contact has the meaning given in paragraph Customer Data means the data inputted by you or Users for the purpose of using the Services. Customer Equipment means any equipment including any software, other than BT Equipment, used by you in connection with a Service. Customer Portal has the meaning given in paragraph 2.2. File Transfer Protocol or FTP means standard network protocol used to transfer files from one host to another host over a TCP-based network, such as the Internet. Hyper-Text Transfer Protocol or HTTP means an application protocol for distributed, collaborative, hypermedia information systems. Hyper-Text Transfer Protocol Secure or HTTPS means a communications protocol for secure communication over a computer network, with especially wide deployment on the Internet. Incident means an unplanned interruption to, or a reduction in the quality of, the Service or particular element of the Service. Internet means a global system of interconnected networks that use a standard Internet Protocol to link devices worldwide. Internet Protocol or IP means a communications protocol for devices connected to the Internet that specifies the format for addresses and units of transmitted data. IP Address means a unique number on the Internet of a network card or controller that identifies a device and is visible by all other devices on the Internet. Minimum Period of Service means a period of at least 12 consecutive months beginning on the Service Start Date, as set out in an Order. Premium Support Service has the meaning given in paragraph 2.3. Recurring Charges means the Charges for the Service or applicable part of the Service that are invoiced repeatedly in every payment period (e.g. every month), as set out in the Order. Seat means a right for a specific individual User to access the Internet using the Service. Service has the meaning given in paragraph 1. Page 14 of 15 British Telecommunications plc 2014 Page 14 of 15 British Telecommunications plc 2015 Page 14 of 14

15 Service Desk has the meaning given in paragraph Service Management Boundary has the meaning given in paragraph 4.1. Service Options has the meaning given in paragraph 3. Service Software means the Supplier s cloud based Secure Internet Platform or Shift Internet Security with Intelligent Routing Platform, as applicable. Site means a location at which the Service is provided. Standard Service Components has the meaning given in paragraph 2. Suite has the meaning given in paragraph 3.1. Supplier means Zscaler, Inc., a Delaware corporation, having its principal place of business at 110 Baytech Drive, Suite 100, San Jose, CA , USA. Surcharge Data Centres means the Supplier infrastructure that may be used to perform the Service located in Africa, Australia, Central and Latin America, Mainland China and Middle East. Termination Charges means those Charges incurred in accordance with paragraph 11. Trouble Ticket has the meaning given in paragraph Uniform Resource Locator or URL means a character string that points to a resource on an intranet or the Internet. Zscaler App means the application allowing access to the Service through certain mobile operating systems and laptop computers. Zscaler Business Suite means the Suite, which is further described at paragraph Zscaler Professional Suite means the Suite, which is further described at paragraph Zscaler Web Enterprise Suite means the Suite, which is further described at paragraph Page 15 of 15 British Telecommunications plc 2014 Page 15 of 15 British Telecommunications plc 2015 Page 15 of 14