When you call, a person answers. Here is what we promise after that.
Service level objectives for STN’s Managed Firewall as a Service and Managed Network Device Services: who to contact, how fast we acknowledge, and how fast we act.
Pick how you reach us. The objectives follow.
STN’s service level objectives for responding to customer requests are defined in the following table.
Pick a channel to see its response objectives.
| Objective | Service level objective |
|---|---|
| For all devices identified in the associated managed services Statement of Work, STN provides incident and alert response and documentation. All alerts will be logged in the STN Cybersecurity portal and emailed to the Customer. | |
Two clocks that start the moment we know.
Incidents defined in the following table will be escalated to Customer per the Customer provided escalation path. Service Objectives for monitored alerts are defined in the following table.
Security Incident
Incidents that indicate the potential of a security compromise.
Service Level Objective2 hours from STN’s determination of such potential security compromise.
Managed Device Outage Notification
Alert indicating a loss of monitoring signal or device unavailability of a device monitored by STN.
Service Level Objective2 hours from STN’s determination of device outage
Configuration and installation.
Configuration and installation task responsibilities and service level objectives for STN’s Managed Services are defined in the following table. Standard tasks and matrix lead times are indicated in business days, and if an addendum is required. Immediate tasks are identified by an “Immediate”.
| Standard Tasks/Services | Standard Lead Time Days | Critical Lead Time Days |
|---|---|---|
| Configure Device | Minimum 30 | 15 |
Provide initial network configuration requirements
| 3 | — |
| Provide Connectivity to the Device(s) for STN Monitoring Infrastructure (ensure proper power and UPS) | 5 | — |
| Implement Firewall policy changes in accordance with STN best practices and client business needs. | 10 | — |
| Backup and Restore firewall rulesets | 10 | — |
| Provide Escalation Path | 2 | — |
| Provide onsite Rack and Stack of devices | 5 | — |
What we do once it is running.
Service Objectives for STN’s Managed Firewall and Managed Network Devices services are provided per the following responsibility and lead time matrix.
| Standard Tasks/Services | Standard Lead Time Days | Critical Lead Time Days |
|---|---|---|
| 24×7 Monitoring of Firewalls (for critical alerts and events) | Immediate | Immediate |
| 8x5xNBD for non-critical IPS/IDS alert response | 1 | — |
| Logging of detected Minor and Major events in Cybersecurity Portal. | Immediate | — |
| Real-time security and health monitoring | Immediate | — |
| Monitor and notify customer of Firewall availability | Immediate | — |
| Provide proactive response to firewall availability alert | Immediate | — |
| Provide IPS/IDS Alert response | Immediate | — |
| WAN Connectivity Availability Monitoring Notification | Immediate | — |
| Firewall Failure (investigate failed or crashed FW) | Immediate | — |
| Analyst Alert Response (T&M) | 1 | — |
| SecureSensor Maintenance | Immediate | — |
| Firewall Firmware updates/upgrades (general release) | Must be scheduled | — |
| Firewall Restart (request to restart or reboot a FW) | Immediate | — |
| Firewall Performance (Request to investigate FW performance issues) | Immediate | — |
| Configuration Backups (Backups occur immediately after change occurs) | Immediate | — |
| Annual Failover Test (high availability only) | Must be scheduled | — |
| Threat Summary Report as pre-determined | Immediate | — |
| Provide Firewall Policy documentation (Requests to provide copy of FW policy). | 3 | — |
| Configure and Deploy SecureSensor | 30 | 15 |
| Review and document firewall rules and policies along with business case. | 10 | — |
| Review and Document switch and router configurations along with business case and provide recommendations. | 10 | — |
| Implement Firewall policy changes in accordance with STN best practices and Customer business needs. | 10 | — |
| Load devices into Remote Monitoring System | 10 | — |
| Backup and Restore firewall rulesets | 10 | — |
| Provide Escalation Path | 2 | — |
| Develop and/or update Network diagram | 5 | — |
| Firewall Policy update (request to update security policy rules) | 3 | 1 |
| Whitelisting and Blacklisting | 2 | 1 |
| VPN – Add/Update Remote VPN user | 1 | — |
| VPN – Add/Update third-party VPN (Requires Customer to facilitate communication, change windows, and testing with Third-Party) | 7 | 3 |
| VPN – Add/Update Internal Site-to-Site VPN | 3 | 1 |
| VPN – Remove Remote VPN user (requires scheduling) | 1 | — |
| VPN – Remove third-party VPN | 1 | — |
| VPN – Remove Internal Site-to-Site (requires scheduling) | 1 | — |
| Add a Firewall | 30 | 15 |
| Remove a Firewall | 5 | 3 |
| Security or Compliance Reporting | 1 | Immediate |
If we miss, here is the remedy.
The process for Customers to make claims for any Service Level Objectives that are not met and the remedies in connection therewith are set forth below. Customer agrees that its sole and exclusive remedy for any SLA that is not met is as set forth below.
- Claim Submission. In order to receive a credit, Customer must electronically submit a claim for the credit to support@stninc.com within seven (7) business days of the date on which the SLO was not met. The claim must contain the following information:
- “SLO Credit Request” in the email subject line
- Customer’s name
- Customer’s contact name
- Customer’s contact phone number
- Description of the SLO not met and the date of such failure
- Claim Review and Determination. STN will make all credit determinations in its reasonable discretion and will notify the designated contact(s) in writing (which may be in the form of an email) of its decision. If any request is rejected, the notification from STN will contain the reasons for such rejection.
- Service Level Credits. For all accepted claim requests, STN shall provide a service level credit to Customer equal to the pro-rated charges for one (1) full day of the affected services (i.e.,1/30 of the monthly fee, assuming a thirty (30) day month for effected device or service) for each day during which one or more of the SLAs was not met. Any service level credits accrued hereunder shall be credited against the fees owed by Customer to STN. In the event that service level credits are still owed as of the termination or expiration of the applicable agreement, STN shall pay to Customer the total amount of outstanding service level credits.
- Service Level Credit Exceptions. Service level credits shall not be available to Customer if failure to meet the SLOs set forth above results in any way from (i) Customer’s failure to meet its obligations set forth in the Master Agreement or Statement of Work with STN for the applicable service; (ii) Customer’s material impediment of STN’s efforts to meet the SLOs; (iii) the negligent acts or omissions of Customer, its employees, contractors, agents or end users; (iv) the failure or malfunction of equipment, applications or systems not owned or controlled by STN; (v) circumstances or causes beyond the control of STN; or (vi) Customer is past due for payment on their invoice; or (vii) scheduled services maintenance, alteration, or implementation. In addition, service level credits shall be granted only if Customer provides STN full and free access to Customer’s devices, facilities and personnel to make necessary repairs and perform necessary maintenance, testing, etc. to the managed device.
In the event that Customer is entitled to multiple service level credits arising on the same day, such service level credits shall not be cumulative, and Customer shall be entitled to receive only a service level credit equal to no more than the pro-rated service charges for that day. Under no circumstances shall STN be required to issue service level credits to Customer in any one (1) calendar month totaling more than fifteen (15) days of service fees. A service level credit earned in a particular month may not be carried over to another month.
Service level credits applicable to the specific Services are Customer’s exclusive remedy in the event of service interruption, service failure, or outage.
Related: Master Services Agreement · Terms & Conditions