Customer no.: enter customer no. Contract no.: enter contract no.

Transcription

1 Annex Versin: 2.0 Specificatin f services and telephne supprt by and between (client) and secunet Security Netwrks AG Krnprinzenstrasse Essen Germany (secunet r cntractr) Custmer n.: enter custmer n. Cntract n.: enter cntract n. Overview f the services cmmissined: Mdule 1: General and telephne supprt services Mduel 2: Services fr SINA Bx systems Mdule 3: Services fr SINA Management systems Mdule 4: Services fr SINA Client systems (SINA VW, SINA TC) Mdule 5: Services fr SINA L2 systems (incl. SINA L2 management) Mdule 6: Optinal services by secunet custmer supprt secunet Security Netwrks AG Page 1 f 6

2 Mdule 1 General and telephne supprt services Subject matter f the agreement secunet custmer supprt shall supprt the client during cntractually agreed hurs by telephne r e- mail in the event f failures in the peratin f the SINA security system. Specificatin f services The and telephne supprt service ffers the fllwing services: 1.) Supprt by r telephne shall be given in the fllwing cases: SINA hardware installatin fr all SINA hardware cmpnents f a bundle supplied by secunet SINA sftware installatin Analysis f a faulty cnfiguratin f the SINA system based n the lg / cnfiguratin files prvided by the client and n the netwrk infrastructure drawings Failures f the SINA hardware supplied by secunet 2.) A maximum 2 hur reactin time t incming s and incming telephne messages (until 1600 hurs CET) has been guaranteed. After receipt f the inquiry r breakdwn reprted by the client, a secunet custmer supprt member shall answer by r call back within 2 hurs and shall nte the inquiry r failure. A failure shall be held t be the breakdwn f ne r several SINA systems ccurring as a result f defective hardware r sftware and/r cnfiguratin faults. 3.) Registratin f the failure in secunet s ticket system and cmmunicatin f the nted infrmatin t the client per (including ntificatin f the ticket number) 4.) Analysis f the ccurred failure. The secunet custmer supprt member may request further infrmatin, such as, e.g., lg files and/r the respective cnfiguratin data f the SINA systems invlved. As a rule, further infrmatin is requested by telephne, but, at secunet s discretin, the request may als be made by . Shuld the secunet custmer supprt member be unable t cntinue fault analysis because f the client's failure t supply infrmatin, prcessing f the breakdwn shall be suspended. 5.) After the analysis is cmpleted, secunet custmer supprt shall cmmunicate t the custmer by e- mail r telephne the suggested slutins. Shuld further prcessing f the failure nt be pssible due t a sftware fault, secunet custmer supprt shall call in secunet's develpment sectin in the search fr a slutin. The develpment sectin shall be available fr pssibly prviding a slutin during ffice hurs (09:00 17:00 hurs, CET). 6.) Suggested slutins which resulted in remving the failure shall be dcumented in the secunet ticket system. Said infrmatin shall be cmmunicated t the client upn cmpletin f the ticket. secunet Security Netwrks AG Page 2 f 6

3 Prerequisites fr the agreed supprt service I. Client: Authrized emplyees f the client shall be entitled t make use f supprt services in accrdance with this specificatin f services. Authrized emplyees always implies that such emplyees hld a SINA certificatin. Authrized emplyees f the client shall be in a psitin t reprt failures f SINA systems. The fllwing infrmatin must be cmmunicated: Name, first name, address, telephne number and mbile telephne number, if available. In additin, secunet custmer supprt needs the fllwing infrmatin in rder t nte a failure reprt: 1.) Serial number f the client system. 2.) A detailed descriptin f the failure, if necessary, in writing using the sample SINA Fehlerbeschreibung (SINA fault descriptin) available frm the secunet custmer prtal. 3.) Sending f requested infrmatin (netwrk plan, cnfiguratin data, lg files and further details, if required) fr the purpse f fault analysis by t [email protected]. The list f the authrized emplyees f the client with a certificatin fr SINA systems shall be sent t secunet custmer supprt by the client befrehand by . This list can be updated by the client at any time (per t [email protected], quting the cntract number). All authrized emplyees whse name was given t secunet shall receive telephne supprt. II. secunet secunet guarantees t accept the reprt f any failure per r telephne Mnday thrugh Friday frm 08:00 18:00 hurs (CET) and warrants the services described abve. Public and religius hlidays which are nn-wrking days in Germany r in individual regins f Germany shall be excluded. secunet custmer supprt is available under: Telephne supprt 5 x 10 Tel-Nr. 5 x 10 7 x 24 Tel-Nr. 7 x 24 (0,14 /min n the German landline, max. 0,42 /min via German mbile netwrk) e- supprt [email protected] secunet Security Netwrks AG Page 3 f 6

4 Mdule 2 services fr SINA Bx systems Fr the SINA hardware systems with the SINA bx versin (r higher) supplied by secunet, the supprt services listed under mdule 1 shall be rendered. Supprt services shall be rendered after cmmunicatin f the serial number and a detailed fault descriptin, as the case may be, using the frm SINA Fehlerbeschreibung (SINA fault descriptin) made available by secunet. The client shall send said infrmatin per t [email protected]. Further inquiries, status cmmunicatins r infrmatin n the failure may be exchanged either by telephne r per . In additin, in the event f hardware failures, a secunet custmer supprt emplyee will carry ut the RMA and/r SLA prcess. secunet custmer supprt shall crdinate bth the transprt f the defective system t the secunet repair centre and the return f the repaired SINA hardware, r it shall initiate an exchange f the defective SINA hardware (SLA). In the event f a repair f the SINA hardware and an executin per RMA, the repaired hardware shall be returned t the client. In the event f an exchange in accrdance with the SLA prvisins, the client shall decide in favur f either return f the repaired system r speedy delivery f equivalent SINA hardware. The client shall take pssessin f an exchanged system; the guarantee perids shall be taken ver. Fr further infrmatin, please refer t the SLA frm available frm the secunet custmer prtal. Mdule 3 services fr SINA Management systems secunet custmer supprt shall render the supprt services listed under mdule 1 fr the SINA hardware system with the SINA Management verisn (r higher) delivered by secunet. If telephne supprt was rdered, supprt services will be rendered after cmmunicatin f the serial number and f a detailed fault descriptin, as the case may be, using the frm SINA Fehlerbeschreibung (SINA fault descriptin) made available by secunet. The client shall send said infrmatin per t [email protected]. Further inquiries, status cmmunicatins r infrmatin n the failure may be exchanged either by telephne r per . Supprt is given exclusively fr a all-in-ne management which was installed and cnfigured in accrdance with the perating instructins supplied by secunet. Services shall cmprise management peratin and supprt in the event f changes t existing cnfiguratins. Mdule 4 services fr SINA Client systems secunet custmer supprt shall render the supprt services listed under mdule 1 fr the SINA Client systems f the SINA-Thin-Clients versin and higher and the SINA virtual wrkstatin versin 2.2 and higher delivered by secunet. Supprt services shall be rendered after cmmunicatin f the cntract number r the serial number f the client system and f a detailed fault descriptin, as the case may be, using the frm SINA Fehlerbeschreibung (SINA fault descriptin) made available by secunet in the custmer prtal. The client shall send said infrmatin per t [email protected]. Further inquiries, status cmmunicatins r infrmatin n the failure may be exchanged either by telephne r per . Supprt is rendered if the client sftware is used n hardware supplied and recmmended fr the respective sftware versin by secunet. Installatin and cnfiguratin f the SINA Client system must have been carried ut in accrdance with the perating instructins enclsed by secunet. Services secunet Security Netwrks AG Page 4 f 6

5 cmprise peratin f the SINA Client systems and supprt in the event f changes t existing cnfiguratins. If the custmer uses a reference platfrm, supprt is nly pssible, if the prblems can be reprduced n secunet systems. It falls t the custmer t prve this, if the prblem cannt be reprduced at secunet s. Supprt in the event f failures r changes t the cnfiguratin shall exclusively apply t the SINA Client sftware. Fault analysis f perating system sftware with installed and cnfigured applicatins which are accessed by SINA Client systems r t which such systems cnnect (e.g. guest systems, terminal servers) shall nt be part f the services listed in this cntract. Mdule 5 services fr SINA L2 systems (incl. SINA L2 Management) secunet custmer supprt shall render the supprt services listed under mdule 1 fr the SINA L2 hardware systems (incl. SINA L2 Management versin (r higher) delivered by secunet. Supprt services shall be rendered after cmmunicatin f the serial number and f a detailed fault descriptin, as the case may be, using the frm SINA Fehlerbeschreibung (SINA fault descriptin) made available by secunet in the custmer prtal. The client shall send said infrmatin in writing and per t [email protected]. Further inquiries, status cmmunicatins r infrmatin n the failure may be exchanged either by telephne r per . Supprt is given exclusively fr an all-in-ne management which was installed and cnfigured in accrdance with the perating instructins supplied by secunet. Services shall cmprise management peratin and supprt in the event f changes t existing cnfiguratins. Mdule 6 ptinal services by secunet custmer supprt secunet custmer supprt renders the ptinal services listed belw which can be cmmissined separately: - 7 x 24h telephne and supprt fr SINA systems - Set-up f a custmer-specific reading access t the ticket system f secunet custmer supprt - Backup, update and new installatin f a SINA Management system (n-site peratin) - Distributed management - Check and assessment f the existing SINA security system (n-site peratin) - Supprt in the SINA Management set-up and in the cnfiguratin f bxes n the lcatin (n-site peratin) - Implementatin f guest systems fr the prduct SINA VW - SINA administratin (n-site peratin, e.g., if a SINA administratr is nt available due t a hliday r illness) - Additinal SLA services (supplementary agreement) - Further services n request secunet Security Netwrks AG Page 5 f 6

6 Glssary: Term All-in-ne management Distributed management SINA system Reference platfrm Explanatin All management services are run n ne system. The management services are run n different systems. Hardware f a bundle rder Systems used by the custmer, differing frm the hardware riginally intended fr a functinality by secunet. secunet Security Netwrks AG Page 6 f 6