Managed Firewall Services - Zen Internet

ManagedFirewallServicesCustomer Service Plan

Thanks forchoosing ZenThank you for choosing Zen for your ManagedFirewall. This pack provides you with all theinformation and guidance you need to order anynew and manage your existing Firewall Serviceswith Zen.2Customer Service Plan - Managed Firewall Services

Ordering services& product enquiriesService offeringManaged Firewall use cases vary in the deployment approaches taken to achieve the customer’s desired businessoutcomes. It is important to note that within this document there may be some delivery and management differencebetween the key service offerings.IPVPN solution: High Availability clusters, Network Segmentation, or Geographically Diverse Internet Breakout.On premise network security: Perimeter security and/or secure network to network connectivity.To order new Zen Managed Firewall services or to enquire about product specific information, availability and pricing:StageContactFirewall Order PlacementZen Account ManagerCore business hoursMonday – Friday 9:00am – 5:00pm (exc. Bank Holidays)Weekend / Bank Holidays – ClosedOrder placement – key stagesoooo3Requirements capture and design stage:A Customer Solution Architect (CSA) assigned to reviewand capture your requirements as part of the firewallsolution design.Project management:Depending on the complexity of the solution beingdeployed, a Project Manager will be assigned to initiateand co-ordinate the build and deployment activities(Typically this is for core IPVPN services). Requirementfor the activity to be project managed will be identifiedby Zen at the requirement capture stage.Quote generated (including project management,licencing / supporting network ports whereappropriate).Quote accepted and Order form completed by theCustomer.Customer Service Plan - Managed Firewall ServicesOrder acceptance and deliveryData validation is completed prior to acceptance of anorder. Incorrect / missing data will lead to a delay in orderacceptance and service provision.Following receipt of an order, the Zen Provisioning teamwill process the order within 3 working days.An order acceptance email, containing a unique orderreference number will be emailed to the pre-designatedcustomer order contact.

Service provisionenquiries & updatesStageContactComplex – Typically core IPVPN deploymentZen Account Manager / Project ManagerNon-Complex – Typically On-PremisesZen Engineering Logistics01706 902 650engineering.logistics@zen.co.ukCore business hoursMonday – Friday 9:00am – 5:00pm (exc. Bank Holidays)Weekend / Bank Holidays – ClosedTarget response time for queries – 8 working hoursFirewall buildFirewall build activities will be carried out in collaboration with the customer as per solution requirements. Build times mayvary depending on solution complexity.4ActivityStandard Target Lead TimeDelivery of the Managed FirewallTypically 15 working days for a basic solutionCustomer Service Plan - Managed Firewall Services

Service installationThe Managed Firewall appliance(s) will be deployed upon completion of the requisite build activities.On-premise install:Where devices are not installed within a Zen Datacentre, the device will be shipped to the destination in co-ordination withthe customer.Note: It is the customer’s responsibility to arrange any device shipping outside of the UK.Device installation is the responsibility of the customer. Remote deployment support from a Zen engineer can be providedupon request.Note: 72 hours’ notice is required for any customer initiated booking request to schedule a managed install with a Zenengineer.Zen are also able to offer a field engineering service to perform on-site deployment. Professional Service Charges may beapplicable.StageContactOn-site Firewall deployment support – Professionalservice charges applyPOA via Zen Account ManagerZen datacentre install:Device installation within a Zen Datacentre will be managed by Zen. Change windows will be agreed in advance with thecustomer to ensure that operational disruption (if any) is kept to a minimum. Out of Hours installation can be conductedupon request and will be subject to professional service charges. Further clarification can be sought from the Zen AccountManager/ Project Manager.5StageContactCore Firewall deployment- Professional service charges may applyZen Account Manager / Project ManagerCustomer Service Plan - Managed Firewall Services

In-life service issuesIncident managementStageContactIn-life service issuesZen Service Desk01706 902 222managed.support@zen.co.ukCore business hoursStageContactP1 – Critical24/7/365P2 – High / P3 – NormalMonday – Friday 9:00am – 5:00pm(exc. Bank Holidays)Weekend / Bank Holidays – ClosedProactive incident loggingReactive incident loggingManaged Firewall services are monitored and managed24/7/365. Any monitoring alerts will be proactivelymanaged by the Zen Service Desk team who will endeavourto contact the customer’s pre-agreed in-hours / out-ofhours order specific technical contact at the earliestopportunity.The customer must:Exceptions: Firewall deployments as a terminating devicee.g. IPSEC termination. Be a Named Contact on the account and compliantwith GDPR requirements. Be able to provide the Zen reference pertaining to theservice affected by the issue. Provide the description of the issue being experiencedand any (additional) reasonable information requestedby the Service Desk.Incident acceptance and resolutionOnce a service fault has been established and to support timely resolution, the customer must provide a Named Contactwho will be responsible for; Receiving incident updates via email or phone and sharing that internally to the affected site users, Owning the problem from a customer’s perspective, Consenting to any potential charges that may be applicable, Providing site availability should Zen need to dispatch an Engineer to the customer’s premises, Providing a site contact who can provide site access for supplier engineers (if required), Testing service post resolution, Confirming that service has been resumed in order for the incident to be closed.6Customer Service Plan - Managed Firewall Services

Service SLAServiceTarget Fix TimeIncident CoverManaged Firewall – Device FailureReplaced by next business day(where site access is available)24 / 7 / 365Note: Target fix times for the Geo-resiliency option - secondary device is next business day 1. For on-premises device failures, the replacement device will be shipped to a customer designated destination onmainland UK. It is the customer’s responsibility to arrange any device shipping outside of the UK.Service Desk prioritisationPriorityImpact DefinitionTarget Initial Response TimeP1 – CriticalTotal service unavailable or severeoperational issue with no workaroundWithin 1 working hourP2 – HighOperational issue that results inpartial service availabilityWithin 4 working hoursP3 – NormalStandard changes or an operationalfault where a workaround alreadyexists so that business can continuewith little or no impactWithin 8 working hoursNote: Fault Fix target lead-times may be subject to change where a Force Majeure is in effect. P1 or P2 incidents reported by customers must be followed up by a telephone call to the Zen Service Desk.7Customer Service Plan - Managed Firewall Services

Escalation matrixIncident managementSeniorManagementManagerPreferred method: TelephoneMaintain escalation Level 2 contactTechnical Support Team Leadersupport.escalations@zen.co.ukService DeskEscalation Entry, Qualification andAcceptanceTechnical Support ManagerService Deskmanaged.support@zen.co.uk01706 902 222Service DeskConsidered response time2 working hoursInitial acknowledgement1 working hourCC Level 1Maintain escalation Level 3 ContactCustomerCC Level 2, Level 1 & Zen Service ManagerLevel 3Considered response time3 working hoursEscalate via ManagerLevel 2CC Level 3, Level 1 & Zen Service ManagerHead of Technical SupportLevel 1Considered response time4 working hoursLevel 4You can escalate through the following stages using the escalation criteria specified below:Escalate to Level 4 if Escalation Criteriamet at Level 3Escalate to Level 3 if Escalation Criteriamet at Level 2Escalation RequestPreferred method: TelephoneEscalation Criteria: Poor quality of updatesCustomer is not satisfied at the way that the incident is being managedAgreed plan of action or timescales at a specific escalation level are not metNote:8 The support team have not responded to an email within target response time of 8working hoursFrequency of updates does not meet what has been agreed with the customerEscalations can only be raised by the Customer contacts who are registered as named contacts against the Order for which the escalation is being requested onEscalations will be accepted and managed: Mon – Fri 09:00-17:00 (Escalations outside of these hours will be managed on a best endeavours basis)Customer Service Plan - Managed Firewall Services

Change managementStageContactIn-life change & Information requestsZen Service Desk01706 902 222managed.support@zen.co.ukCore business hoursMonday – Friday 9:00am – 5:00pm (exc. Bank Holidays)Weekend / Bank Holidays – ClosedRequest for change / informationAny Zen Managed Firewall policy/configuration change or request for access to information must be logged via the ServiceDesk by either telephone or email. When making contact the customer must; Ensure that the requested is submitted by designated/ authorised change approver on the account and compliant withGDPR requirements.When requesting a change, the customer mustprovide: Relevant RFC document(s) to provide clear andcomprehensive details of the requested change. The customer lead contact name(s), contact detailsand availability (Working hours and outside workinghours if applicable) for the purposes of;9 Authorising change implementation, Authorising change window for Non-standardchanges, Testing and post change success validation.Customer Service Plan - Managed Firewall ServicesWhen requesting access to information, the customermust provide: A list of information parameters required on theoutput information report. If applicable, the name of existing Managed Firewallreport template containingparameters required.theinformation

Service Desk Change / Information Request PrioritisationServiceImpact DefinitionTarget Initial Response TimesP1 – Critical*Incident Cases OnlyEmergency configuration change toresolve an incident causing estatewide total loss of service or majorimpact to customer businessoperations.Within 1 working hourP2 – HighStandard Changes expedited inaccordance with customer urgencyand impact statement.*Subject to acceptance.Within 4 working hoursP3 – NormalStandard Changes & Informationrequests.Within 8 working hoursAll requests are logged as a P3 priority as standard. Should there be a requirement to escalate the prioritisation level of therequest, the Zen Service Desk will need to be contacted via telephone.A Zen Engineer will agree appropriate request priority levels depending on customer urgency and impact statement.Any change request work required to be completed outside of core business hours will be subject to an additional charge.10StageContactOut-of-Hours Change request applicationContact Service DeskPOA via Zen Account ManagerCustomer Service Plan - Managed Firewall Services