Introduction
This Statement of Work (“SOW”) delivered by Atlanta Datacom, Inc. (dba ADCom Solutions (hereinafter referred to as “ADCom”)) serves to describe the services that shall be provided for End Customer (“Customer”). Services to be provided are those in support of the activities described in the “ADCom Responsibilities” portion of this SOW.
This Statement of Work is governed by the terms and conditions in the Master Services Agreement between Customer and Atlanta Datacom, Inc dated (“the Agreement”). In the event of a conflict in terms between this Statement of Work and the Agreement, the terms of this SOW shall govern the subject matter of the conflict.
Scope of Professional Services
Services provided under this Statement of Work include the following:
- Project Management
- On-Site Field Technician and Engineering Services
- Management Services
- Meraki Firewall Monitoring
Project Time Frame and Service Hours
Start Date: Fifteen (15) calendar days after the Effective Date of the SOW
End Date: See the section entitled “Statement of Work Term(s)” outlined in this document
Project Management Services will be performed Monday through Friday, 8:30 AM to 5:30 PM Eastern Time unless defined differently in this Statement of Work.
Unless instructed otherwise, all onsite services provided under this SOW shall be performed Monday through Friday, 8:00 AM to 5:00 PM local site time, excluding designated holidays, and will bill at the Normal Business Hours rate as specified in the pricing section. Onsite services performed outside normal business hours, Monday through Friday 5:01 PM to 7:59 AM, will bill at the Outside Normal Business Hours rate as specified in the Pricing section. Services performed on Saturday or Sunday will require submission and approval of a Service Request as detailed in the Major Change(s) section of this SOW.
The Circuit and Resource Monitoring and Management Services provided under this SOW will be provided 24x7x365.
Designated Holiday | Date Observed |
New Year’s Day | January 1st |
Memorial Day | Last Monday in May |
Independence Day | July 4th |
Labor Day | 1st Monday in September |
Thanksgiving Day | 4th Thursday in November |
Day After Thanksgiving | 4th Friday in November |
Christmas Day | December 25 |
ADCom Responsibilities
ADCom shall be responsible for executing the following activities as indicated in this section of the SOW, as well as providing all services as indicated throughout this document and shall have the resources to perform the work at the Sites required.
1.1 Project Management
In support of the bundles which provide Project Management Services in this SOW, the ADCom Project Manager will function as a single point of contact for all in-scope activities. The Project Manager will oversee the development of the project plan and will coordinate and manage all activities within the scope of this SOW.
Project management responsibilities include:
a) Project scheduling and reporting.
b) Serving as the primary interface and project escalation point to the Customer organization.
c) Participation in status and project planning meetings, as required.
d) Collect and document any Customer information relevant to the services listed in the SOW.
e) Developing and maintaining an action item & issues list related to this engagement.
f) If applicable, coordinating onsite services with the Customer Project Manager and the Network Management Team.
a. Track and coordinate invoicing of charges for sites where onsite services are performed.
1.2 Device Stage and Configuration
For the Customer’s locations, resources for the Services provided in this SOW shall be staged and configured at ADCom staging location by adhering to the following steps:
a) Unpack resource and verify order against the bill of materials.
b) Assemble and burn-in resource components.
c) Resource Configuration:
d) If Customer chooses to provide any resource configuration, it must be received at least fifteen (15) business days
prior to the agreed upon installation date at Customer Site.
e) Configuration parameters for each resource are to be mutually agreed upon by ADCom and the Customer.
f) Software installation of the resource operating system.
g) Customer is responsible for cost of usage of wireline or wireless services through a configured resource.
h) Re-package resource and Ground Ship to the appropriate Customer Site for installation.
Shipping costs of resource from the staging facility to the installation site may vary by site and are the Customer’s responsibility to pay.
1.2 On-Site Network and Resource Deployment with Engineering Assistance
Installation activities will be coordinated via an on-site field technician to assist with both resource configuration and onsite support. This shall include the following:
a) On the scheduled date and time, the field technician will arrive onsite and inform the local site contact of pending work to be performed.
b) Technician will unbox the device and install it were designated by Customer.
c) Technician will boot the device and connect the WAN circuit to the device and test circuit connectivity with the carrier.
d) The technician will confirm with the local site contact that Customer applications are working over the new circuit. Confirmation from the local site contact will constitute a completed installation.
e) Test procedures will be mutually agreed upon by Customer and Subcontractor and Customers written instructions must be received within ten (10) business days prior to the first scheduled installation date.
1.4 Remote Engineering Services – No On-Site Technician
Remote engineering services will be provided by Subcontractor to support managed or non-managed device installation, reconfiguration, and connectivity testing. Remote support functions to be performed include:
a) Remote engineering support date will be mutually agreed to by both Subcontractor and Customer.
b) Subcontractor will validate that the device and engineering support are available and operational at the date and time agreed upon.
c) Device configuration or reconfiguration will be accomplished through manufacturer’s cloud-based management or remotely through an out of band access modem provided by Customer.
d) All onsite work will be in coordination with a designated local site contact.
e) Confirm that the device and/or network are properly installed and operational per the local site contact.
f) Customer is responsible for cost of usage of wireline or wireless services through a configured device.
g) Remote Engineering support for non-managed devices must be requested through ADCom’s Management Platform and subject to review and approval of Subcontractor’ Engineering team.
Network Management Services
1.5 NOC Set Up for Management/Monitoring
Customer’s Devices will be registered with the Network Operations Center (NOC) to provide Network and Device Management/Monitoring Support. This registration includes the creation of a Customer specific database and setup of a Management Platform for existing and new devices.
While schedules for individual customers will vary based on location, size and network complexity, the typical schedule for implementation of the Management Platform, from date of contract signature to service activation, is typically thirty (30) days. NOC Setup is contingent upon IPsec Tunnel installation or cloud-based management integration, managed device availability, and collection of completed onboarding documentation from the Customer.
A technical review with the Customer will be conducted and will include the following to provide monitoring and management support:
a) Create a custom web portal for Customer access of all monitored and managed devices during the term of this SOW.
b) The database will contain all Customer site information including local site contact, site address, circuit information, device detail and any existing maintenance contracts. If applicable, custom trouble reporting procedures will be created and stored to uniquely support each location. The Subcontractor will be the custodian of the database and provide the Customer with a formal Change Request process that will allow the Customer to communicate any site updates/deletions.
The custom web portal for the Customer will be active and available when the first site is turned up on the Management Platform.
1.6 WAN Fully Managed
The matrix below lists the service components provided with the WAN Fully Managed solution. This service offering provides platform features, reporting and Network Operations Center support of both the Carrier circuit along with management, triage, and configuration support of the Customer’s IP Enabled Device. Detailed descriptions of each service level can be found in the Appendix of this SOW and will become available as described below under “Device Monitoring/Management Acceptance Testing”.
Open API’s | Circuit Fault Management |
24x7x365 Monitoring | Trouble Ticket Resolution |
Circuit Fault Detection | Device Troubleshooting |
Auto Customer Notification | Online Ticketing System |
Carrier Notification | Hardware RMA Logistics |
Location Details | Case (Ticket) Reports |
Stewardship Reports | Service Provider Reports |
Change Management Portal | Configuration Management |
1.7 Circuit Management
The matrix below lists the service components provided with the Circuit Management solution. This service offering provides platform features, reporting and Network Operations Center support specific to the Carrier circuit and does not include management or triage of any Customer IP Enabled Device. Detailed descriptions of each service level can be found in the Appendix of this SOW and will become available as described below under “Device Monitoring/Management Acceptance Testing”.
Platform Features / Network Operations Center (NOC) Support |
|
Open API’s | Carrier Notification |
7 x 24 x 365 Monitoring | Circuit Fault Management |
Circuit Fault Detection | Trouble Ticket Resolution |
Auto Customer Notification | Online Ticketing System |
Location Details | Case (Ticket) Reports |
Stewardship Reports | Service Provider Reports |
1.8 Meraki Firewall Monitoring
The matrix below lists the service components provided with the Meraki Firewall Monitoring. Detailed descriptions of this service can be found in the Appendix of this Statement of Work.
Meraki Firewall Monitoring |
|
7x24x365 System and Monitoring | SOC Analyst 5×12 |
Event Management | Advanced Malware Detection |
Intrusion Detection Monitoring |
Monthly Event Reporting | Quarterly Performance Reporting |
Change Management |
|
Service Change | Monitoring Change |
Accessibility and Acceptance Testing
Accessibility of Customer’s Monitored Device(s): Customer will provide access to an IP (Internet Protocol) routed network using publicly routable IP addresses or privately-routable IP addresses (RFC 1918) for all Monitored Device(s). If IP addresses are private, then the Customer’s Monitored Device connected must be capable of performing static Network Address Translation (NAT). The Subcontractor shall use this access for the sole purpose of fulfilling its obligations as specified in this SOW.
Acceptance: Subcontractor will test connectivity and visibility of Network Components. When connectivity and availability has occurred, Subcontractor will conduct live testing sessions of Customer’s service. Once testing has completed, Subcontractor will deem the Subcontractor Network Management System as operational and conduct ongoing support as defined.
Customer Obligations
Successful implementation by the Subcontractor of the services herein is contingent on the following Customer responsibilities:
On-site Field Technician
a) Notify the Subcontractor Project Manager at least five (5) full business days prior to the date of the requested onsite services.
b) Agree that all sites identified for these services are non-residential environments and that all devices and project services associated with this SOW are confined to a single building per site.
c) For each site requesting services, provide contact name, telephone number, address for both a primary and backup local site contact to facilitate local scheduling issues and other site-specific details. This information is to be provided to the Subcontractor Project Manager for each site at least ten (10) full business days prior to the scheduled service date.
d) Provide authorized personnel onsite during onsite services. The Customer local site contact must have authority to make site-specific decisions relating to the onsite event.
e) The Customer is responsible for providing the necessary access privileges to allow Subcontractor to perform all services as agreed to in this SOW.
f) The Customer is responsible for providing timely access to all required areas of the site. Delays in access to required areas of the site are Customer responsibility and customer not ready charges will apply.
g) The Customer to provide all processes, procedures, checklists and agreed upon detailed site survey questionnaires at least five (5) business days prior to onsite service date.
h) The Customer is responsible for all shipping charges of hardware, if applicable. This excludes the cost of recovery of the devices. Customer to provide shipping number to Subcontractor at least ten (10) business days prior to project start date.
i) Provide a signature sign-off as concurrence of site completion for each site receiving services.
j) Work is not to include any permitting. Any required permits, if any, are Customer responsibility.
Remote Engineering Assistance
a) The Customer will provide the software version and complete current configuration for all devices included under this SOW at least ten (10) days prior to the first scheduled configuration change.
b) The Customer will work to establish configuration change requirements and parameters.
c) The Customer must provide Cloud-Based Controller, SSH, or Telnet access to the Customer Device(s) or Network(s) through a network connection. If a network connection is not an option or becomes no longer available, out-of-band modems will be required for remote configuration of Customer Devices.
d) Provide authorized personnel on-site during Device Configuration and connectivity testing of the Customer’s Existing Devices. The Customer’s Technical point of contact must have authority to make site-specific decisions relating to the configuration of the devices.
e) Provide an Engineer from the Customer’s host site to test remote access to and from the devices to the host routers/servers.
f) The Customer will assume responsibility for any Customer owned network infrastructure not actively managed by Subcontractor.
g) Provide a signature sign-off as concurrence of Site completion for each Site.
Network Management
a) Provide a customer project manager as a single point of contact for escalation and problem resolution for issues related to this SOW. Customer project manager will play a proactive role in the scheduling and implementation of services.
b) Have standard Internet browsing software for access to the management platform.
c) Provide the necessary network connectivity and access privileges to allow Subcontractor to perform all services as agreed to in this SOW.
d) Provide an English-speaking contact to work with Subcontractor’ Technical Support personnel. Technical Support personnel are English speaking only.
e) Provide access to an IP (Internet Protocol) routed network using publicly routable IP addresses, privately routable IP addresses (RFC 1918), or a cloud-based management system for all Managed Device(s). If IP addresses are private, then Customer will work with Subcontractor in performing static Network Address Translation (NAT) for all Managed Device(s).
f) Provide information necessary to monitor and report circuit failures to Client’s carrier via e-Bonding. This information includes contact name, telephone number, IP address, street address, circuit numbers and hours of operation.
g) Have standard Internet browsing software for access to the management platform.
h) Provide the necessary network connectivity and access privileges to allow Subcontractor to perform all services as agreed to in this SOW.
Meraki Firewall Monitoring
a) Provide a Customer designated person as a single point of contact for escalation and problem resolution for issues related to this SOW.
b) Customer will ensure accessibility of Customer monitored device(s).
c) Provide the necessary network connectivity and access privileges to allow Subcontractor to perform all services as agreed to in this SOW.
d) Provide an English-speaking technical contact to work with Subcontractor Technical Support personnel.
Assumptions
This SOW, including but not limited to the rates and charges, is based on the following assumptions. If any of these assumptions are found to be inaccurate or invalid, Subcontractor shall provide Customer with the changes to the scope, tasks, deliverables or terms and conditions of this SOW via the Change Control Process described in this SOW.
Onsite Services
a) The Customer is responsible for providing the necessary access privileges to perform all services as agreed to in this SOW.
b) All Customer Legacy devices are operational and satisfies satisfy the requirements for this project.
c) All work associated with this project will be performed in a continuous timeframe.
d) Customer local site contact must be present and available on the date and time of the scheduled onsite services. Failure to work with Subcontractor will constitute a Customer Not Ready and charges will apply.
e) Subcontractor will not be responsible for wrong information of a site sent by Customer.
f) Non-union labor will be used.
g) This SOW assumes no permits are required.
Network Management
a) Pricing is based on Device and Circuit information provided by Customer. Any deviations from those assumptions may result in a pricing adjustment.
b) Customer is responsible for providing accurate Site List and Management to contact in the event of an outage, Local Contact information, Circuit details, and VPN configurations to access network for Management.
c) Pricing is based on Device information provided by Customer. Any deviations from those assumptions may result in a pricing adjustment.
d) Customer is responsible for providing accurate Site List, Management to Contact in the case of an outage, Local Contact information, Circuit details and VPN configurations to access network for Management.
e) Customer is responsible for providing the necessary access privileges to allow Subcontractor to perform all services as agreed to in this SOW.
f) All Customer Legacy Equipment is operational and satisfies the requirements under this SOW.
g) Subcontractor will not be responsible for wrong information of a site sent to Subcontractor by Customer.
h) The Subcontractor is not responsible for factors outside of our control.
i) Subcontractor is not providing any manufacture portals, cloud controllers or orchestrators as part of this SOW. Should a manufacture’s tool be required, the Customer will need to provide access to the Subcontractor into the Customer provided tool set.
j) Subcontractor will provide the Customer with access into the Subcontractor’s proprietary ticketing and management system as part of the service.
k) All voice support is reactive.
l) English speaking only NOC.
Meraki Firewall Monitoring
a) Pricing is based on per devices being monitored.
b) Customer is responsible for security licensing and deployment within Customer’s computing environments.
c) The Customer is responsible for providing the necessary access privileges to perform all services as agreed to in this SOW.
d) All work associated with this project will be performed in a continuous timeframe
Term(s) of this Statement of Work
Customer agrees to a minimum of number of Sites defined in the PIW (“Minimum Site Commitment”) under Project and Management Scope tab, Services for a term (in months) as defined in the WLP Order Form. The term of this agreement will commence once the first site is accepted under the management platform as described above under “Network Monitoring/Management Acceptance Testing”. Each Fully Managed Bundle and/or Security Monitoring and Management Service will hold a minimum Payment Period as defined in Schedule 1, Schedule of Charges.
Early Termination Fees
Network Monitoring/Management Services
Customer may terminate the Network Monitoring/Management Services portion of this SOW by giving Subcontractor thirty (30) days written notice of Customer’s intent to terminate. If Customer chooses to terminate this SOW prior to the expiration of the Term, Customer will be invoiced for an Early Termination Charge. The Early Termination Charge will be an amount equal to the Minimum Site Commitment multiplied by the remaining number of months in the term multiplied by 100% of the Monthly Recurring Charge. If Customer chooses to terminate this SOW within the first twelve (12) months the early termination charge will also include the total of all Non-Recurring Charges waived during the term of this SOW.
Customer shall make payment of this early termination invoice in US dollars within thirty (30) days from the invoice date.
Customer may terminate the Onsite and Engineering Services portion of this SOW by giving Subcontractor thirty (30) days written notice of Customer’s intent to terminate. If Customer chooses to terminate prior to the work completion, the Customer will be invoiced for all work performed up to and including the date of termination along with any related expenses. Customer shall make payment of this invoice in US dollars within thirty (30) days from invoice date.
Change Control Process
Subcontractor and the Customer will manage all changes to this SOW through an online service request process (“Change Control Process”). Subcontractor manages changes that have cost or schedule impact as contractual changes through a disciplined contracting process.
Minor Change(s) Changes that do not impact the Charges, Terms and Conditions, and/or schedule(s) contained in this SOW or Service Order Attachment, including, but not limited to, changes to a scheduled Site Installation date (“Minor Changes”) will be managed through the following process:
a) Customer will submit a Service Request, via a web-based Management Platform, outlining the Minor Change requested to the Project Manager.
b) Subcontractor will provide an electronic response to the Customer addressing the Minor Change requested within five (5) business days of receipt of Customer’s change request.
c) Subcontractor shall retain copies of such correspondence as evidence of the Parties agreement regarding the Minor Change.
Major Change(s) For changes to this SOW that impact the Charges, Terms and Conditions and/or schedule(s) contained in this SOW or Service Order Attachment, including, but not limited to, the addition of Sites to be installed or any Out-of-Scope Services (“Major Change”) will be managed through the following process:
a) Customer will submit a Service Request, via a web-based Management Platform, outlining the Major Change requested to the Subcontractor Project Manager.
b) Subcontractor shall review and provide an electronic response to the Customer within five (5) business days of receipt of Customer’s request in the form of a completed Change Request Form, including any changes to Charges, Terms and Conditions, and/or schedules. Customer shall review the Change Request Form and, if there are no remaining open issues, a Change order will be issued to the customer for signature.
For any open issues, Customer shall communicate those open issues to Subcontractor, and the Parties shall negotiate in good faith to close such issues. If the Parties resolve all open issues, a copy of the appropriate and completed Service Request shall be signed by the authorized representative of each Party.
Platform and NOC Services
Open API’s: The Incident Tracking System (“ITS”) is built upon an API (Application Programing Interface) architecture allowing Customer to generate HTTP requests to GET, PUT, POST and DELETE data directly to the platform.
Auto Customer Notification: At the customer request, an alert can be sent to any specified member of your staff of the situation, 7x24x365. The monitoring system can provide automated notifications via email or text and can be configured to alert on new Cases, updated status, closed Cases and proactive Cases.
7x24x365 Monitoring: The Network Operations Center (“NOC”) will proactively monitor the Customer’s Managed Device(s) 7x24x365.
Fault Detection: Should a Managed Device fail to respond for a pre-defined polling interval, a trouble condition is determined to be present. This trouble condition will cause a Case to be generated in the ITS. An email will then be sent to the Customer with the carrier ticket number listed as well as the impacted site details.
Polling Intervals: The Platform leverages ICMP, SNMP and APIs to proactively open cases in the event of an impacted IP address or location.
ICMP – Internet Control Message Protocol – Every 1 minute the platform will send an ICMP poll to the monitored IP address and after 5 consecutive missed polls, a case is opened in the platform for the NOC to review and triage.
SNMP – Simple Network Management Protocol – Every 5 minutes the platform will poll SNMP from the monitored IP address and after 3 consecutive missed polls, a case is opened in the platform for the NOC to review and triage.
API – Application Programming Interface – Every 15 minutes the platform will leverage the API connection to the manufacturer controller/dashboard and report devices and link states and information and if the threshold is crossed a case is opened in the platform for the NOC to review and triage. All missed intervals are consecutive, meaning that if the IP address responds to a request, the count resets.
Each customer’s monitoring environment is unique and may use one or a combination of all three methods to monitor the IP Addresses.
Client Managed Database (CMDB): Customer will have the ability to download data from the portal relating to the Customer’s Monitored Devices.
Fault Management: Upon Fault Detection the NOC will work with the underlying carrier and hardware manufacture to isolate the fault and remediate the issue. Updates and progress to the trouble condition will be recorded in the ITS and a Reason for Outage (RFO) Case assignment will occur once the issue has been resolved and the site confirmed operational.
Carrier Notification: This feature provides for 7x24x365 notification of detected network trouble conditions to be reported to the appropriate carrier.
Customer Notification: At the customer request, an alert can be sent to any specified member of your staff of the situation, 7x24x365. The monitoring system can provide automated notifications via email or text and can be configured to alert on new Cases, updated status, closed Cases and proactive Cases.
Online Incident Tracking System Access: Customer will have access to view all Cases opened in ITS during the last 12 months. Customer will also be provided the ability to manually create a ITS on-line for any Customer Monitored Device.
Case Resolution: The Network Operations Center (NOC) will open a ticket with the underlying network provider and work the ticket to closure. The NOC will communicate the status of the ticket resolution with the Customer via the web portal until the issue has been identified and the appropriate corrective measures performed. The resolution process may include analysis and correction of networking configuration issues, escalation to Customer’s telecommunications carrier, coordination to dispatch an on-site technician and replacement of defective hardware, if applicable.
Hardware RMAs: In the event the existing hardware fails at a managed location, the NOC will work directly with the hardware manufacture to invoke any maintenance agreements that are in place. The NOC will coordinate the logistics associated with the maintenance agreement. The service level of the RMA is dependent on the existing agreement between the Customer and Hardware Manufacture.
Service Onboarding: The Customer will be provided an initial Project Information Workbook (PIW) and Service Onboarding Plan to assist with onboarding all relevant Meraki MX devices.
7x24x365 Monitoring: Provide monitoring and threat detection services using End User purchased License for each Device designated for monitoring. Subcontractor will leverage Subcontractor’s Portal to perform and notify End User on designated assets being monitored.
5×12 Analysis and Reporting: The Security Operation Center (SOC) will review and perform analysis on detected security events, perform monitoring tuning to reduce event noise and false positive detections, and report confirmed security threats to designated End User personnel via Subcontractor’s Portal.
5×12 Security Event Management: Upon security event or malicious event detection, event data will be analyzed by SOC Analyst to confirm a security threat is valid or the analyst will suppress the false positive. End User’s designated personnel will be notified via email of confirmed threat detections for awareness and remedial action. End User notifications may include remediation recommendations relevant to the security threat detected where appropriate.
Intrusion Detection: Upon intrusion detection, event data will be analyzed by SOC Analyst to confirm a security threat is valid or the analyst will suppress the false positive. End User’s designated personnel will be notified via email of confirmed threat detections for awareness and remedial action. End User notifications may include remediation recommendations relevant to the security threat detected where appropriate.
Advance Malware Protection: Upon security event detection associated with Advance Malware, A SOC Analyst will notify End User via email of potential threat and provide relevant remediation recommendations. The SOC Analyst may also request a configuration change to restrict a bad URL or Site or newly identified malware infected site to reduce further infections or possibility of reinfection.
Reporting
Security Event Reporting: End User will receive security event reporting. This daily report will provide security events detected over time and include summary statistics on threat detections and targeted attacks over time and location.
Service Change Management (Optional)
Service Change Management: A service change request can be requested by the End User via the Subcontractor Portal. A service change request is defined as a material change to the contracted service, (new site location, new network segmentation that impacts network traffic visibility, and requested configuration changes). End User’s requests will generate a support ticket notifying the SOC. A SOC Analyst will review the service change request and complete requested change if possible. Subcontractor is not responsible for the impact of an End User requested configuration change. End User Changes should be approved by qualified network and/or security personnel prior to the configuration change request being submitted to the Subcontractor’s Portal. If service change request materially impacts contracted services or requires additional information to complete the request, the service change request will be escalated for communications with requesting End User and a Change Order processed for acceptance.
Monitoring Changes: A monitoring change can be requested via the Subcontractor portal. End User’s requests will generate a support ticket notifying the SOC. A SOC Analyst will review the monitoring change request and complete requested change if possible. If monitoring change request materially impacts contracted services or requires additional information to complete the request, the monitoring change request will be escalated for communications with requesting End User and a Change Order processed for acceptance.
Monitoring changes are classified into three categories, Minor, Major and Emergency as referenced below:
Minor Changes: Minor Changes are described as configuration modification to one or more monitored assets that can be completed in thirty (30) minutes or less, per device. Each Minor Change must be submitted and approved by SOC. Once accepted, the SOC will have up to three (3) Business Days to begin implementation of minor changes. Completion of minor change will occur within a timeframe that is directly proportional to the number of affected items/devices. Completion time is also affected by whether the desired change can be scripted and performed globally or per asset. The maximum time for completion of a non-scripted change will be thirty (30) minutes multiplied by the number of assets affected (and implemented across eight (8) hour business days). Completion time for a multi-asset change that can be scripted will be two (2) business days (or less) unless a slower implementation is desired by the End User. Completion time of a single asset minor change request is same business day if request is approved before 3:00 PM Eastern Time.
Major Changes: Major Changes are described as a change that requires, more than thirty (30) minutes per device and are complex changes in the monitoring strategy and could have impact on other monitored assets. Major Changes must be approved by SOC. Major Changes will be evaluated on an Individual Case basis for implementation timeframe. Major changes could constitute a Project-based and/or phased implementation plan to ensure successful implementation of the change request. Due to the size and nature of major cost-impacting changes, timeframes will be determined upon defining a scope for the project.
Emergency Change Request Monday – Friday 8am – 8pm EST: Emergency Changes can be characterized as a Minor Change Request (monitoring configuration modification to one or more assets) that must begin the change implementation process in a short period of time (typically as a mitigation step for an existing or potential security threat). Customer should place a call into the SOC immediately after submitting a request into the portal. Subcontractor is not responsible for the impact of a Customer requested configuration change. Customer Changes should be approved by qualified network and/or security personnel prior to the configuration change request being submitted to the Subcontractor’s Portal. Each Emergency Change submitted and approved in writing by a pre-defined Customer management team will be reviewed by the SOC’s engineering staff (for feasibility of execution within the Emergency Change timeframe). Emergency Change execution will typically begin within four (4) business hours of receiving written approval/acceptance for the Emergency Change Request. Change may be addressed earlier than four (4) hours if the on-site engineering resource can be tasked with the change based on his/her current priorities and/or workload. Any emergency change requests worked outside of Monday – Friday 8am to 8pm EST will be billed at 1.5 times the listed rate.
Subcontractor, Customer and End User will develop mutually agreed upon procedural documents to address vulnerabilities and security related real-time events. If applicable, this will occur at the time the first emergency change request is submitted to Subcontractor.
Subcontractor Responsibilities for Change Management
• Accept End User approved change request from End User via Subcontractor’s Portal.
• Based on the complexity of the modifications required, Subcontractor may assign a resource to manage the implementation of requested modifications.
• Review requested changes with End User as required due to change type.
• Accept final authorization from the End User as required due to change type.
• Coordinate implementation of changes with the End User as required due to change type.
Upon completion of requested changes, receive written confirmation from the End User that changes have been implemented with the desired results.
** Note – All Meraki Firewall change activity is assumed to take place during normal business hours. All MACDs will be billed at the MACD rate outlined in the above Schedule of Charges. If support is requested outside the above noted time frames, additional charges will apply.
End User Responsibilities for Change Management
End User will be responsible for notification to Subcontractor via email before any planned change within End User’s environment that might impact the monitoring service, or other change that may affect the Subcontractor’s abilities to provide contracted services. The following notification lead times for each change type are required:
SOC Administration Change – 1 business day
Minor Change – 3 business days. Requested changes requiring more than one hour to complete will be escalated to the customer for written approval and will be billed to the customer at the standard hourly rates defined.