MSS Premium + Service Level Agreement - Verizon

MSS Premises Premium +Service Level AgreementCommunication Communication ReportingChannel Email Phone Email Security DashboardInformationTypeIncident Report -Insufficient InfoIncident Report -Harmful AttackSecurity Dashboard +My ReportsReference Time SMC Time Stamp SMC Time Stamp SMC Time StampResponse Time ≤ 30 minutes ≤ 15 minutesRefreshed every 15minutesContact Person Authorized Users Authorized Users Authorized Users2.4.1 Security Incident Escalation Service CreditsResponse Time Target Level ≤ X/Y Service CreditIncident Report - Insufficient Info> 30 minutes, ≤ 120 minutes≤ 5 / 100 1Incident Report - Insufficient Info> 120 minutes0/month 2Incident Report - Harmful Attack> 15 minutes, ≤ 60 minutes≤ 1/100 1Incident Report - Harmful Attack> 60 minutes0/month 22.5 Regular Change RequestRegular Change RequestAcceptedImplementationTimeframe≤ 24 hours after requestDuring Maintenance Window2.5.1 Regular Change Request Service CreditsResponse Time Target Level ≤ X/Y Service CreditAcceptance > 24 hours ≤ 1/10 12.6 Fast Track Change RequestFast Track Change RequestAcceptedImplementationTimeframe≤ 4 hours after request≤ 36 hours after acceptance2.6.1 Fast Track Change Request Service CreditsResponse Time Target Level ≤ X/Y Service CreditAcceptance > 4 hours ≤ 1/10 1Implementation > 36 hours afteracceptance0/10 12.7 Urgent Change RequestUrgent Change RequestAcceptedImplementationTimeframe≤ 2 hours after request≤ 4 hours after acceptance2.7.1 Urgent Change Request Service CreditsResponse Time Target Level ≤ X/Y Service CreditAcceptance > 2 hours ≤ 1/10 1© 2012 Verizon. All Rights Reserved. Page 2 of 4 Verizon CONFIDENTIAL

MSS Premises Premium +Service Level AgreementImplementation > 4 hours, ≤ 8hours after acceptanceImplementation > 8 hours afteracceptance0/10 10/10 23. Mean-Time-to-Resolution Metric (for Monitoring and Management only). The Mean-Time-to-Resolution(“MTTR”) SLA is four hours for Severity 1 Availability, Health or Other Incident tickets where the outage is a ServicedDevice hardware or software failure.3.1 Resolution Time Calculation. Resolution time is calculated as shown below:3.1.1 The MTTR SLA timer starts when:3.1.1.1 For Other Incident Tickets: when the ticket is opened by Verizon or Customer.3.1.1.2 For Availability/Health Incident tickets: When incident is created in SEAM (i.e. AM/HMIncident “Registration time”). For tickets with multiple Incidents, the Incident with theoldest registration time is used as the start time.3.1.2 The MTTR SLA timer stops when:3.1.2.1 For Other Incident tickets: When Verizon determines that the outage on the ServicedDevice has stopped. The time stamp of the Serviced Device with the most recent outagestop time is the stop time for tickets containing multiple Serviced Devices.3.1.2.2 For Availability/Health Incident tickets: When Verizon determines that the Incident on theServiced Device has stopped. The time stamp of the Serviced Device with the mostrecent Incident stop time is the stop time for tickets containing multiple Serviced Devices.3.1.3 The MTTR SLA clock will be paused when:3.1.3.1 The ticket is On Hold as requested by Customer3.1.3.2 Verizon awaiting feedback from Customer.3.1.3.3 Verizon has notified the vendor or manufacturer and the vendor has provided the RMAreference number for hardware replacements.3.1.3.4 Verizon does not manage the maintenance and support contract or has not been providedwith the necessary maintenance and support credentials to invoke the maintenance andsupport contract on behalf of the Customer when i) Verizon has confirmed that a hardwarereplacement is required or ii) there is a software or configuration problem that needs to beescalated to the vendor. Customer must open a hardware replacement orsoftware/configuration ticket with the vendor.3.1.3.5 The SLA clock will resume once the replacement device is installed and connectivity isrestored to the SMC.3.2 MTTR Conditions. The following conditions apply:3.2.1 The Serviced Devices must be equipped with a Verizon accessible serial console interface allowingdevice-level access.3.2.2 The vendor maintenance and support agreements must provide 24x7 support for tickets.3.2.3 Customer must provide onsite assistance if required (e.g. re-booting or verification of cables of theServiced Device).3.2.4 Verizon will not pause the SLA clock for software or configuration problems when Verizon isresponsible for opening a support ticket with the vendor or manufacturer.3.2.5 A MTTR SLA report is made available and reviewed with Customer in the quarterly service review bythe SSA.3.3 MTTR Service Credits.MTTR Target Level ≤ X/Y Service Credit≤ 4 hrs N/A N/A> 4 hrs ≤ 6 hrs ≤ 1/ 10 2> 6 hrs 0/10 34. Premium Plus Availability SLA. The following Premium Plus Availability SLA applies for Secured Devices underPremium Plus Service.4.1 Availability Calculation. The Availability SLA is calculated as:( 1 - Total minutes of Serviced Device Service Outage per month ) x 100%© 2012 Verizon. All Rights Reserved. Page 3 of 4 Verizon CONFIDENTIAL