CORPORATE GLOBAL ROAMING PRODUCT SPECIFICATION

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1 CORPORATE GLOBAL ROAMING PRODUCT SPECIFICATION 1. INTRODUCTION This document contains information on the Corporate Global Roaming service. If you require more detailed technical information, please contact your Account Manager. 2. SERVICE DEFINITION 2.1. Service Overview Corporate Global Roaming provides businesses with a global remote Internet access solution. We have teamed with ipass Inc, a global provider of remote access services, to provide this service. The following diagram shows how the service will be deployed Standard Service Features The ipassconnect Client software application (the current ipassconnect Client software options and supported platforms are located at These may be subject to change from time to time) Implementation and configuration of the service Global coverage, using ipass, with multiple service providers in most countries Diagnostic utilities to validate communications and authentication Allocation of a unique realm (Network Address Identifier) within our ipass network (note that specific realms are subject to availability) Remote user administration Online reporting 1 July 2005 Telecom NZ Ltd Version 1.0 Page 1 Commercial in Confidence

2 24 x 7 support Service Options The following options are available to customers of this service: Integration with SafeRemote Services: Our SafeRemote services include Managed Strong Authentication, Managed VPN Gateway (Firewall or VPN concentrator), hosted directory and design services. Strong Authentication: Strong authentication options using two-factor authentication are available for VPN and access components of the Corporate Global Roaming service. Virtual Private Network: It is strongly recommended that all Corporate Global Roaming (CGR) customers implement a Firewall to Client VPN solution to ensure that all communications are via an encrypted Internet Solution. Where a VPN solution has been implemented, access to the corporate LAN will be via that VPN Service Management Customer Support We provide support for the Corporate Global Roaming service from its Security Operations Centre (SOC) in Auckland, New Zealand. We will provide service management including the following services and capabilities for Corporate Global Roaming service customers. The SOC is operational 24 x 7. Change Requests: The service management includes management of change requests. All change requests to us are processed in accordance with the change control process, which has specific authorisation and impact analysis processes. MACs can be requested using the online change request form located at or by faxing to Single Point Change Control: We ensure that there is single point change control process for all configuration changes to your Corporate Global Roaming service. Checking of Change Requests: Our personnel will review all configuration change requests to assess whether the change is likely to put your service at risk. If the request is unusual or potentially risky, we will double check with you before implementing. Authority to make change requests is also checked and an audit trail of changes is generated and reported on. Monitoring & Alerting: We will actively monitor logging and management connectivity, customer firewall platform performance and availability, online interface availability, firewall performance and availability. Help Desk: We provide a customer help desk facility that acts as a central contact point for all service issues. The help desk logs and initiates work on all customer action requests and fault calls, plus any trouble tickets that arise out of the active monitoring process. The help desk maintains ownership of all logged issues through to resolution, including interaction with any parties working to resolve issues, progress reports back to you, and management of the escalation process. The SOC will only take calls from the authorised customer Help Desk, not directly from remote users. The SOC can be contacted at 0800 NZROAM ( ). Notification & Escalation: We will notify and escalate any required actions or events as per a predefined plan. Documentation: We ensure that the documentation created by the implementation and migration projects is kept up to date, together with any changes made to the systems and/or infrastructure. Co-ordination of third parties: During the processes of problem determination and service restoration we will co-ordinate participating 3 rd party vendors where appropriate. Fault Diagnosis/Service Restoration: We have a team of specialists, dedicated to diagnosing problems, identifying causes, resolving and testing solutions. Fault restoration activities could include: Analysing the components involved in the problem Working with remote users to diagnose problems online Simulation of problems in the test laboratory 1 July 2005 Telecom NZ Ltd Version 1.0 Page 2 Commercial in Confidence

3 Researching problems with 3 rd party information sources and vendors. Service Administration New Remote Users: Where you use your own directory then there is no additional ongoing administration required other than the maintenance of remote users in this directory. Where you are using our hosted directory then maintenance of remote users is via the online user directory administration page. Online Reports: Customers can access a number of reports through your portal at Customers will be presented with a user name and password at time of provisioning. Billing and Usage Reports: Access to online reports on billing and remote user network usage will be provided as part of the Corporate Global Roaming service. For usage that has been billed, customers are able to check their remote users usage online through your portal by selecting my account. The usage data for the last three invoiced month s usage data will be available for you to view. Usage data that has not been invoiced is not available. Reports include: Billing Summary. Provides a list of usage charges. Information on this summary includes: The number of sessions in a region The total hours used in a region The total cost of usage from a region Billing Usage breakdown. Information included is a detailed breakdown of your call detail records (CDR) for the month. Please note that this will only be available after an invoice has been generated and given the nature of Corporate Global Roaming (including reliance on ipass' supplier's billing systems and practices), charges for usage made by remote users in a month may not all appear on the invoice for the relevant month and may appear some months after the usage occurred. Other reports available include: Usage based upon access type (e.g. ISDN, Dial or WiFi) Usage based upon call origin (this can be by Country or by Country/City) Usage by top remote user per company (based upon call duration) Usage by top remote user (by call duration) for last month Diagnostic Utilities: Corporate Global Roaming includes utilities and services that validate communications between the local authentication database and ipass RoamServer as well as communications between the RoamServer and ipass Transaction Centres. The Corporate Global Roaming service includes: Service Quality Management (SQM): a system to monitor and report on connection statistics and success rates of remote users; and Intelligent Online Quality (ioq ): a service provided to you to enable access to reporting and remote user information via a web interface. This information is useful for first level helpdesks in analysing remote user performance issues and activity. This requires ipass and us to collect data concerning dial completion rates and usage. IOQ captures a remote user's detailed status and usage information from every dial-in attempt (successful and unsuccessful), and uploads this information to a central ipass database every time the remote user makes a successful connection. It records and reports data about POPs accessed, client configuration, error codes, connection speeds, time to authenticate, and other information critical to diagnosing network health. Your Help Desk staff can access this information for your remote users online, via a web interface, using a password provided by us. You may use the ioq website, ioq credentials and data solely to assist and support itself and its remote user in using Corporate Global Roaming. ipass provides the following ipass Intelligent Online Quality reporting: 1 July 2005 Telecom NZ Ltd Version 1.0 Page 3 Commercial in Confidence

4 Remote User Assistance Report this report allows your Help Desk analyst to view a specific remote user s recent connection data to quickly troubleshoot problems. Exception Report this report allows you to identify remote users who have the most difficulty with connecting while working remotely allowing you to identify those remote users most eligible for training. Bulk Data Report - this file contains the SQM records for the previous week allowing you to carry out custom analysis and reporting Customer Responsibilities You are responsible for: ipassconnect Client software installation on remote devices: ipass ipassconnect Client software, provided by us as part of the Corporate Global Roaming service, will need to be installed on all systems to enable you to use this service. The software and instructions will be provided by us to ensure that this process is successful. ipassconnect Client software updates: software updates are available through ipass web site and/or automatic downloads. You will use all reasonable efforts to distribute to your remote users all updates within thirty days, unless an update has been delivered to you as a patch to correct an urgent problem, in which case you will use all reasonable effort to distribute the patch to your remote users immediately upon receipt. Current ipassconnect Client software: at our request you shall require your remote users to upgrade their client software over a period not to exceed 45 calendar days from the first receipt of the upgrade from ipass, provided you first test the software and finds no material defects. First Level Support: customers need to provide first level support for their remote users, to diagnose problems and provide assistance where required. If further assistance is required from us, this should be co-ordinated and managed through your first level support Help Desk. Our support is not available to provide direct support for remote users. Security: the Corporate Global Roaming service provides authenticated IP connectivity to the Internet. customers must implement and manage appropriate security for remote access connectivity and mitigate related security threats. Appropriate security may include (but is not limited to) VPNs, strong authentication, application security and notebook security. Security Policies: customers need to have a set of security policies that are given to remote users, clearly defining remote users responsibilities and how the services can be used. It is particularly important to cover issues such as privacy of and web content. Remote User Administration: You are responsible for the maintenance and administration of its remote users through its authentication server. Key Information: You must provide us with key information, including: Your network address configurations Any changes that may impact the Corporate Global Roaming service Any issues that develop over the management or performance of the service Assistance for fault resolution and Change Requests Complying with this Product Specification, and ensuring that everyone you are responsible for or that uses this service complies with this Product Specification Service Implementation Provisioning There are six main steps to the provisioning process: Technical Specification: A Technical Specification is completed with you to get an accurate picture of your environment. This document has two major purposes. First, it quickly identifies any technologies or configurations that are not supported by ipass and allows early mitigation planning. Secondly, the information is used by ipass to build your individualised ipassconnect Client so that it conforms with your security product set and enforces your chosen security policy 1 July 2005 Telecom NZ Ltd Version 1.0 Page 4 Commercial in Confidence

5 and login rules. The Technical Specification will be completed prior to signing the Corporate Global Roaming Service Schedule as it may affect the viability of the Corporate Global Roaming solution and the pricing. Requirements Analysis and Design: This stage involves the documentation of your remote access requirements and any subsequent design that is required to define a solution. Specific design services are delivered as part of the SafeDesign service. Setup customer in ipass: There are several pieces of information required by ipass to be able to setup new customers into the facility. This information will be documented by a sales representative in consultation with you and the information entered online. Once you are setup the sales representative will be able to perform a subset of online activities too. Implementation of customer ipass Authentication: Put in place the necessary network connectivity to provide the ipass authentication conduit between our ipass RoamServers and your directory if this is not already in place i.e. where the traffic cannot be directed over an existing secure (encrypted or private) connection. Configuration & Customisation of ipassconnect Client Software: Configuration of the ipassconnect Client software to integrate with customer's security solutions (i.e. customer's existing set up such as VPN, Personal Firewall, Two Factor Authentication): Addition of customer logo. Provision of a single object code copy of the ipassconnect Client software packaged ready to deploy. Initial testing of ipassconnect Client software with customer's standard operating environment. Training, Helpdesk and Deployment Material: Access to ipass standard computer based training module for remote users (web based), sample deployment guide and plan and optional on-site training session for up to six helpdesk/technical staff (2 hours duration) Implementation Options This section describes the key design options that are available to you: Authentication Path: In order to complete the authentication, some form of connectivity is required from our environment to your directory. There are three options available: Telecom Network: using our private network connection Firewall to Firewall VPN: This creates a permanent virtual connection from our environment to your environment using the internet Hosted Directory: We can provide a hosted directory service to host the remote users for authentication Generic or Customised Solution: We are able to offer two forms of this service, Safecom Global Roaming and Corporate Global Roaming. Safecom Global Roaming: is a utility based service leveraging the Safecom Secure VPN service, Directory services and Safecom parameter security services. Due to its shared nature the implementation costs for this service are lower, but there are less options available Corporate Global Roaming: is a more customised offering that works with your own security infrastructure, directory and is connected directly into your own environment 2.8. Service Boundaries The service boundaries of the Corporate Global Roaming service are the Internet Connectivity Coverage Area, our Managed Infrastructure and New Zealand Network Services. Internet Connectivity Coverage Area: Full details of current coverage areas are located at (click the Access Point Finder link). Details may be updated from time to time without notice. Please note that the service is only available through us in New Zealand. Managed Infrastructure: We will manage ipass RoamServer infrastructure on behalf of you and provide a mechanism for the forwarding of authentication requests to your remote user directory. 1 July 2005 Telecom NZ Ltd Version 1.0 Page 5 Commercial in Confidence

6 Integration of this infrastructure will be provided for a limited range of technologies; see your Account Manager for details. We will also manage online infrastructure necessary for online reporting. New Zealand Network Services: New Zealand Network Services means our PSTN service on mainland New Zealand and Broadband as provided in specific New Zealand locations (which details may be updated from time to time without notice). Note PSTN coverage is NOT available in the Chatham Islands and details of locations where Broadband is available are listed in the Access Point Finder on the ipass website. We plan to introduce further Network Services in the future. we will notify customers when additional services are available. This information will automatically be updated in the ipassconnect Client phonebook. Service Parameters: The Corporate Global Roaming service is limited to the provision of authenticated IP connectivity to the Internet. Once the remote user has been authenticated, and a connection established between the remote user and the corporate LAN, your standard Internet and computer use policies are enabled. It is your responsibility to implement and manage appropriate security for remote access connectivity and mitigate related security threats. Exclusions Customer s remote users: monitoring of individual remote user activity. Customer network device management and monitoring: Devices involved in the end-to-end service provision other than those hosted and managed by us will not fall under the above service management support. On-site support Our support will assist to resolve issues and get remote users communicating through this service from the Security Operations Centre. If on-site support is provided, this is a chargeable service. Installation and Configuration of the Remote Device to use this service, a remote user needs (at a minimum) the ipassconnect Client software installed. Although this software and license is provided as part of this service, the installation and support of this software on the remote PC is your responsibility. Internet Connection As stated in the prerequisites, an internet connection is a core component of this solution. If you do not have a corporate Internet connection, you must enter into a separate agreement and pay separate charges for this connection. VPN Services While not included in this service, it is strongly recommended that you encrypt your communications between your LAN and your remote user using VPN technology. Strong Authentication options To further increase the surety that you will have that the person accessing your LAN is allowed to do so Strong Authentication options are available. Strong Authentication or two-factor authentication, is based on something you know (a password or PIN), and something you have (an authenticator) providing a much more reliable level of user authentication than reusable password. If we is requested to assist customers with any issues listed above as exclusions, any assistance will be provided on a Change Request basis and charges may apply Other Definitions Customer Prerequisites Customers are required to have the following: Corporate Internet Connection - You are required to have an Internet connection at its business location with sufficient spare bandwidth to accommodate all authentication requests made by their remote users using Corporate Global Roaming, traffic generated by their remote users and general access to the internet (if relevant). Although it is a prerequisite for the service, the Internet connection is not provided as part of this Corporate Global Roaming service. Authentication Server Your authentication server must be compatible with Corporate Global Roaming. The authentication servers currently supported by Corporate Global Roaming are located at 1 July 2005 Telecom NZ Ltd Version 1.0 Page 6 Commercial in Confidence

7 Help Desk You must provide a 1 st Level Help Desk that can accept all calls from your remote users. Customers are required to adequately support their remote users and have the capability to report network or service faults to us. Requirement Analysis You must complete a requirements analysis Technical Specification with a representative and satisfy themselves that they have sufficient infrastructure, systems and personnel to support Corporate Global Roaming and remote users. Remote Device Systems Remote devices must be capable of running the ipassconnect Client software. For further information on Systems Requirements, please ask your Account Manager. Administrator or Support person Your technical staff will be involved in configuring and testing the computer systems of remote users. If we are requested to assist you with any of the prerequisites listed above, any assistance will be provided on a Change Request basis and charges may apply. 3. SERVICE TARGETS 3.1. Service Delivery Performance Targets Service Attribute Attribute Definition Service Target Call Reception Service Hours Alarm Notification Initial Restoration Update Progress Updates Service Restoration The elapsed time for answering incoming telephone calls. Those hours during which, when a customer call or monitoring alarm indicates a fault, restoration work will commence. The elapsed time between a service impacting alarm occurring (which will be treated as an Urgent fault) and notification to you (where the fault is identified as impacting customers). The elapsed time between Call Reception or Alarm Notification (as applicable) and notification that initial diagnosis is completed and an impact report is provided. Updates on the status of service restoration activity. The elapsed time between Call Reception or Alarm Notification and notification that service is restored to the defined levels. Refer Notes below for Severity definitions. Fault Reporting: Within 20 seconds Other Enquiries: Within 30 seconds 24 hours x 7 days 30 minutes 1 hour Estimated restore time is to be provided if known Refer attached table 3 Severity Level Definitions Critical Faults: 90% of severity 1 faults will be resolved within 4 Service Hours. High Impact Faults: 90% of severity 2 faults will be resolved within 8 Service Hours. Medium Impact Faults: 90% of severity 3 faults will be resolved within 2 Business Days. Low Impact Faults: 90% of all other faults will be resolved within 4 Business Days, unless otherwise agreed. Maintenance Window Service Availability The period when routine maintenance can be undertaken on Service and SOC Management Systems. Dial Completion Rate. The percentage of calls made to dial-up POPs that result in the The current scheduled weekly maintenance window for the service is 2:00 am to 7:00 am, Sunday (NZST). Usual customer notification service levels apply. (Note: We reserves the right to change the hours of the maintenance window as business needs require.) Dial Completion Rate 80% 1 July 2005 Telecom NZ Ltd Version 1.0 Page 7 Commercial in Confidence

8 Service Attribute Attribute Definition Service Target remote user being able to connect to the Internet through such POPs on each dial-in attempt. Our ipass Service Quality Management (SQM) module data will be used to calculate target completion rates. The ipass infrastructure including reporting web portal. Billing Enquiry Resolution The elapsed time between Call Reception of a billing enquiry and confirmation to you of its resolution. Web Portal 99.8% Single account, with account arrears less than 90 days: Within 3 Business Days. Multiple accounts, or account arrears more than 90 days: By agreement. Change Requests (MACs) The elapsed time between a Change Request being received and acknowledgement of receipt. The elapsed time between a Change Request being received and advice of an initial assessment. If possible an expected delivery date/time for the change will be confirmed. Within 2 Business Hours Within 2 Business Days The elapsed time between a Change Request being received, assessed as being Complex or a Project, and advising the expected delivery date for the change. As agreed in discussion with requestor The elapsed time between the change being completed and advising that it is ready for testing by you. Within 1 Business Day The elapsed time between advising that a change is ready for testing by you and the change request being closed. After 5 Business Days Planned Outage Notification Notice of any maintenance that could cause a service outage to customer. Please note that not all maintenance will necessarily cause an outage to a customer Weekly Maintenance Window: 5 Business Days Outside Weekly Maintenance Window: 10 Business Days Emergency Maintenance As much notice as possible will be given where emergency maintenance is required Notes: Severity definitions are set out in the table below: Severity Impact Initial Response Progress Updates Resolution 1 Requires immediate corrective action. Critical Problems that render systems and/or critical functionality unusable. 12 minutes 60 minutes until fixed Within 4 Business Hours 2 Requires prompt High Problems severely affecting system 45 minutes 60 minutes or as Within 8 Business Hours 1 July 2005 Telecom NZ Ltd Version 1.0 Page 8 Commercial in Confidence

9 corrective action. 3 Requires managed restoration. 4 Requires managed restoration. usage and service levels to endusers which present a high threat. Medium Problems that do not significantly impair the functioning of the system and do not significantly affect service to the end user. Low Problems with no impact to system functionality or service to end-users. agreed 45 minutes As agreed Within 2 Business Days 45 minutes As agreed Within 4 Business Days 4. STANDARD FEES AND INVOICING 4.1. Invoicing Installation fees are invoiced in arrears and cover items such as: Configuration and production of a customer specific ipassconnect Client software Implementation of your into Corporate Global Roaming management systems Liaison with customer for service establishment, training and roll-out Where a Virtual Private Network ( VPN ) or fixed line connection does not exist between us and you, the installation of a Firewall to Firewall VPN Monthly fees are invoiced 1 month in advance and cover items such as: Reporting and 24x7 support services The maintenance and support of the Connection Usage fees are invoiced in arrears and cover items such as: Internet access from the Dial, Broadband or WiFi services consumed by your users billed to the nearest second. Installations, Moves, Adds and Changes are invoiced in arrears Moves, Adds and Changes (MACs) Change Request Definition: A Change Request is a customer requested move, add or change applied for on the standard Change Request form. A Change Request will not cover a request for a new service feature. Request for new service features are subject to standard Corporate Global Roaming service prices valid at the time of the request. A Change Request is carried out remotely by the Corporate Global Roaming Security Operations Centre (SOC) and must apply to an existing service specified in your Corporate Global Roaming Service Schedule. We reserve the right to determine the Change Request classification as one of the following 3 categories:- Simple Change Request - Single Change: A simple Change Request is a modification to an existing configuration or policy and is specific to you and the Corporate Global Roaming service currently subscribed to. A simple Change Request does not require detailed investigation or analysis by us and does not change the underlying Corporate Global Roaming service. A simple Change Request is considered non-urgent and the timeframe for completion of the work is to be agreed between the Corporate Global Roaming Security Operations Centre and you. Urgent simple Change Requests are considered Complex Change Requests. Simple Change Request - Multiple Change: As above, multiple Change Request changes can be received on one single Change Request form and are subject to the charges below. 1 July 2005 Telecom NZ Ltd Version 1.0 Page 9 Commercial in Confidence

10 Complex Change Request: Complex Change Requests normally require detailed investigation or design work to implement as the nature of the request may not conform to the Corporate Global Roaming service rules. Complex Change Requests will be analysed for security and operational impacts and affect on your existing services. The cost and timeframe for completion will be agreed between Corporate Global Roaming Security Operations Centre and you before implementation. We review all Complex Change Request forms before being accepted for implementation. Any request deemed by us not covered by Simple Change Requests or Complex Change Requests is deemed an ad hoc implementation project and will be handled by a Term of Reference MAC Fees Description Fee Simple Change Request - Single Change (less than 30 minutes to complete) Simple Change Request - Single Change (30 minutes or more to complete) Simple Change Request - Multiple Change (less than 60 minutes to complete) Simple Change Request - Multiple Change (60 minutes or more to complete) Complex Change Request (Any other type of Change Request not included in the definitions above) $120 $220 per hour $220 $220 per hour Ask your Account Manager 1 July 2005 Telecom NZ Ltd Version 1.0 Page 10 Commercial in Confidence

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