Managed Security Services Premises Premium Service Level Agreement

Transcription

1 Managed Security Services Premises Premium Service Level Agreement 1. Key Performance Indicators. This SLA defines the service metrics for which Customer has the right to receive credits (Service Credits) in case Verizon fails to meet such metrics. In relation to a particular Serviced Device, the SLA will become effective when Verizon has issued the RFO notice. These SLAs do not apply to Unsupported Devices, Remote Office devices, or the implementation of a Major/Complex Change Request 1.1 Availability SLA Information Type Reference Phone and Notification Health Incident Ticket Availability Report Service Credits Availability Report > 15 minutes SMC Stamp (UTC) when the Health Incident is created Notification process is started 15 minutes after Health Incident is created. Month X/Y 1/ 10 1 Service Credit Health SLA Information Type Reference Notification Health Incident Ticket SMC stamp (UTC) when the Health Incident is created 15 minutes after Health Incident is created Health Report Service Credits Health Report > 15 minutes 1/ Security Incident Notification SLA Security Incident Type Security Incident Ticket - Insufficient Info (L0) A Security Incident ticket is sent to Customer via with Security Incident ticket Security Incident Ticket - Harmful Attack (L1) A Security Incident ticket is sent to Customer via with Security Incident ticket number and correlation reason for Harmful Attack (L1).

2 Reference Notification Start number and correlation reason for Insufficient Info (L0). Full Security Incident details can be viewed on the SOC will contact the authorized contacts by phone. Full Security Incident details can be viewed on the SMC stamp (UTC) when the Security Incident is created. SMC stamp (UTC) when the Security Incident is set to notify status. Notification SLA starts. 15 minutes after Notification Start Security Incident Notification Service Credits Security Incident Report - Insufficient Info > 15minutes Security Incident Report - Harmful Attack > 15 minutes Month X/Y 5 / /100 1 Service Credit Regular Change Request SLA Regular Change Request frame 24 hours after request During Maintenance Window Regular Change Request Service Credits Acceptance > 24 hours 1/ Fast Track Change Request Fast Track Change Request Cost frame 4 hours after request 36 hours after acceptance 6 Service Tickets Fast Track Change Request Service Credits Acceptance > 4 hours 1/10 1 > 36 hours after acceptance > 0/10 1

3 1.1.6 Urgent Change Request SLA Urgent Change Request Cost frame 2 hours after request 4 hours after acceptance 8 service Tickets Urgent Change Request Service Credits Month X/Y Credit Acceptance > 2 hours 1/10 1 > 4 hours, 8 hours after acceptance >0/10 1 > 8 hours after acceptance >0/ Mean--to-Resolution SLA (for Monitoring and Management only). Mean To Resolution (MTTR) SLA for Severity 1 tickets Applicable for Availability, Health and Other Incident Tickets Reporting Information Health and Other Incident Ticket Health and Other Incident Ticket Type 15 minutes after a Health or Refreshed every 15 minutes Other incident ticket creation time SLA time MTTR SLA for severity 1 tickets < MTTR report for severity 1 4 hours if the root cause of the outage is a device or software failure. SLA Start SMC timestamp when severity 1 ticket is created SLA Stop SMC timestamp when a ticket is resolved or reduced to a severity 2 due to a workaround. Contact Person Authorized Contacts Authorized Contacts Verizon will provide a MTTR SLA of 4 hours for Severity 1 tickets only for Customers who experience an outage of the Serviced Device. There is no SLA for severity 2, 3 and 4 tickets Applicable Conditions for MTTR SLA The Serviced Devices are equipped with a Verizon accessible serial console interface allowing device-level access. The vendor maintenance and support agreements must provide the ability of a ticket to be opened with a vendor support desk on a 24x7 basis. Customer must provide on-site assistance if required e.g., re-booting, verification of cables of the Serviced Device.

4 Customer is required to call the SOC when creating a severity 1 Other Incident ticket though the. The MTTR SLA start time is measured as the SMC timestamp when the severity 1 ticket is created, or the timestamp when the priority of an existing ticket is raised to severity 1 The MTTR SLA stop time is measured as the SMC timestamp when the severity 1 ticket is closed, or when the priority has been reduced due to a workaround or lack of Customer feedback. The SLA clock will be paused when: Verizon is awaiting feedback or an approved maintenance window from Customer. The ticket status is On Hold status as requested by Customer A ticket is raised with the vendor to initiate a hardware replacement The problem is caused by a software bug for which no workaround or patch is available. The ticket has been resolved. Verizon monitors the stability of the service after an incident is perceived to be resolved. The SLA clock will resume: Once the replacement device is installed and connectivity is restored to the SMC or when Verizon received feedback from the vendor or manufacturer on a software or configuration problem MTTR Service Credits MTTR Month X/Y Service Credit 4 hrs. N/A N/A > 4 hrs. 6 hrs. 1/ 10 2 > 6 hrs. 0/ Premium Plus and Security Enterprise Service+ Device Availability SLA Availability Calculation. The Availability SLA is calculated as: Total minutes of Serviced Device Service (1 - Outage per month Days in month x 24 hours x 60 minutes Service Outage time does not include any Maintenance Window time. ) x 100% Availability Service Credits. Customer may receive Service Credits as follows: Device Service Availability Service Credit > 99.8% N/A 99.5% and 99.8% 2 service Credits < 99.5% 3 service Credits 1.2 Service Credit Amount Subject to the terms in this section 4, Verizon will pay the applicable Service Credits as provided above. Service Credits will be calculated monthly. Service Credits are only available 1 month after RFS Device Service Credit equals the daily charge (calculated based on the applicable monthly recurring charge divided by the number of days in the month) for the affected Serviced Device.

5 1.2.3 Month X/Y means that if Verizon exceeds the SLA X time(s) out of Y instances per month then the Customer may be eligible for a Service Credit. 1.3 Service Credit Claims Customer will notify Verizon within 30 Business Days following a month where an SLA metric has not been met. No Service Credits will be issued if Verizon is not notified Verizon will verify any requested Service Credit, and will confirm the amount of the credit, if applicable. Verizon s Service Credit calculation is the final and definitive assessment of any credit payable Service Credits will be offset against future charges. 1.4 Service Credit Conditions Customer will only receive a single Service Credit if a series of unmet SLA response times arise out of the same Availability, Health Incident, or Security Event and will receive the highest value Service Credit The total number of Service Credits may not exceed 50% of the MRC payable for the affected Serviced Device during that month Service Credits will not be due if the failure to meet SLA response times is due to: A failure by Customer (or entity under Customer s control) to comply with Customer s obligations as described herein. The non-performance, default, error, omission or negligence of any entity not under Verizon s reasonable control (such as, but not limited to, failure of any of Customer s third party providers of telecommunications services or problems with equipment Customer has provided). The performance of routine maintenance work on Service Equipment or on any of the equipment used to provision MSS Premises Premium during the applicable Maintenance Window or emergency maintenance. Tests performed or commissioned by or on behalf of Customer; and/or Any Force Majeure Event