Terms & conditions

• Data Centre Terms & Conditions
• Managed Operating Systems
• Tape Backup
• Bandwidth & Network Access
• Managed Firewall
• Attack Mitigation Service

Managed Firewall Service Specific Terms and Conditions

The Cable & Wireless Guernsey Managed Firewall Service provides a managed Firewall to secure Your Hosting Solutions housed within Our Hosting Centre or on Your site. Monitoring and support of Your Managed Firewall solution is provided, 24 hours a day, 7 days a week.

The following Managed Firewall Service options are available:

• Customer Firewall Management - the installation, configuration and management of a Firewall solution, using Your own hardware and software located in Our ISC or on Your Premises.The Supported Platform Document specifies the hardware and software that can be used and supported as part of Our Firewall Management solution.
• Leased Firewall Management - the installation, configuration and management of a Firewall solution, using software and hardware provided by Us, rented to You and located in Our ISC or on Your Premises.

DATA CENTRE SPECIFIC TERMS AND CONDITIONS

These Data Centre Specific Terms and Conditions should be read in conjunction with the Data Centre General Terms and Conditions. Where there is conflict, these Data Centre Specific Terms and Conditions (as applicable) supersede those Data Centre General Terms and Conditions.

1. Definitions and Interpretation

The Data Centre General Terms and Conditions include definitions.These definitions are in addition.

"Business Day" means any day Monday through Friday excluding Bank Holidays in the Bailiwick of Guernsey.

"Firewall" means a network device that filters incoming and outgoing traffic to and from equipment

"Firewall Information" means the security rules and authorised user database set by You for Your Firewall.

"Hosting Centre" means Our site with connectivity to Our network used to provide Hosting Services to You.

"Hosting Services" means the Services provided by Us under the Agreement.

"Hosting Solution" means a collection of Services taken as a singe solution provided by Us to You.

"Internet Control Message Protocol (ICMP)" is a message control and Fault reporting protocol between a host server and the Internet

"Simple Network Management Protocol (SNMP)" is the protocol governing network management and the monitoring of network devices and their functions.

"Supported Platform Document" means the document detailing the standard makes, models and configurations of equipment and software versions We are able to support as part of Your Hosting Solution.

2. Provision Of Service

2.1 The Supported Platforms Document specifies the hardware and software used to implement Our Managed Firewall solution.

2.2 The Order Form will specify Your chosen Service option(s). Unless specifically stated otherwise, all elements of this product description shall apply to both Managed Firewall Service options.

2.3 Configuration - For both of Our Managed Firewall Service options:

2.3.1 We will work with You to perform a security review of Your network configuration and Firewall Information, and make recommendations for security improvements;

2.3.2 We will design, install and configure Your Managed Firewall solution;

2.3.3 Our security engineers will perform up to three ongoing Firewall configuration and Firewall Information changes per quarter, as requested by You, at no additional cost to You; and

2.3.4 Your Firewall Information data will be backed up, once a week or whenever there is a configuration change. The current configuration will be stored off-site - at a site other than the one where Your equipment is located.

2.4 Spares

2.4.1 In the event of a hardware failure, We will repair or replace the equipment

2.4.2 If You are using hardware We supplied We will provide spares for all hardware used to provide the Managed Firewall Service. Spares will be used only as a temporary replacement for failed Firewall equipment and will be stored within Our ISC where Your equipment is usually housed. If You are using Your own hardware it is Your responsibility to provide spares.

2.4.3 Once notified by You of a problem with the Firewall equipment We will determine if a spare replacement is required after troubleshooting the problem. We reserve the right to use hardware and software substantially similar - but not necesarily identical- to that specified in the Supported Platforms Document

2.4.4 You must allow Us to retrieve any of Our spares from Your hosting space, and replace it with a permanent Firewall, within three Business Days of receiving a request to do so by Us. We may or may not be accompanied by You when doing so.

2.5 Repairs

We will work with the Firewall vendor, at Your request, to facilitate repair of any Firewall hardware. This covers managing the repair process (e.g sending equipment to the vendor and re-installing the required Firewall hardware). However it does not include paying for any addidoml repairs or costs not covered by the vendor's warranty or the applicable maintenance contract - You are responsible for paying these additional costs.

2.6 Upgrades

2.6.1 We may periodically require an upgrade of the Firewall software to ensure the latest versions are in operation. If We determine, at Our sole discretion, that an upgrade is necessary, We will work with You to schedule a time to make necessary Service changes. You must allow Us to make these changes within five Business Days of receipt of the request from Us.

2.6.2 If We determine that an emergency security change is required, or if You do not respond to Our request to upgrade the Firewall software, We will make the change during a normally scheduled maintenance window. We will make commercially reasonable attempts to contact Your technical contact prior to making any security change or Firewall software upgrade under these circumstances.

2.7 Services Not Included -

The Managed Firework Service does not offer or provide:

2.7.1 Load balancing of Firewalls;

2.7.2 Direct access to Our network security or engineering. All initial contact between You and Us must be made with Our Customer Support Centre;

2.7.3 Permanent archival and storage of log files;

2.7.4 Our Intrusion Detection and Response (IDR) Services support for any Firewall(s) implemented as part of Our Managed Firewall Service. You must order Our IDR Services separately.

3. Service Provision Requirements

3.1 In order for Us to provide the Managed Firewall service:

3.1.1 We must have exclusive root or administrator access to the Firewall;

3.1.2 We require one Ethernet interface exclusively for management of the Firewall;

3.1.3 if redundant (failover) Managed Firewall configurations are used, an additional Ethernet interface must be available for redundancy:

3.1.4 You must provide Us with a topology of Your existing network;

3.1.5 You must have no root or administrator access to the Firewall;

3.1.6 You must accept a maintenance window as specified by the maintenance schedule of Our ISC that hosts Your Managed Firewall solution.

3.2 In additon to the above, for Firewall equipment owned by You:

3.2.1 You must enter into and maintain a hardware support contract covering all hardware used to implement Your Firewall Care solution.The contract term must be for at least two years. The support level of the contract must offer 8 hours per day, 5 days per week, next Business Day response time;

3.2.2 You must ensure that all system administration and Firewall passwords will be managed by Us. You will not have access to Firewall passwords or be able to make direct changes to Firewall Information. You must request changes by contacting Us;

3.2.3 You must provide all required Firewall hardware and software as specified by Us in the Supported Platforms Document and in the Order Form;

3.2.4 You must provide IP addresses for all network connections to the Firewall, the number of which will be determined by Us;

3.2.5 You must maintain a vendor support contract for all hardware and software used to implement Your Firewall solution. Failure to maintain a vendor support contract will result in cancellation of Our Managed Firewall Service.

3.3 Failure by You to comply with any of the specified above requirements, singly or in combination, may result in the cancellation of Your Managed Firewall Service.

4. Fault Management, Monitoring, Reporting and Resolution

4.1 The Managed Firewall Service provides:

4.1.1 Internet Control Message Protocol (ICMP) monitoring, for example ping monitoring, of Your Firewall to determine platform availability, 24 hours a day, 7 days a week. In the event that the Firewall fails to respond, We will notify You via phone or email, in order to gain approval for, and initiate, corrective action;

4.1.2 SNMP statistics on Firewall performance are provided to You. Firewall log files of the previous thirty days, the Firewall's configuration and graphical statistics on the health of the Firewall are also provided - all this information is made available to You via a secure web-based interface; and

4.1.3 Support for Firewall problem resolution and Your inquiries, 24 hours a day, 7 days a week

4.2 When We detect a problem related to Your Managed Firewall solution or You report a problem to Us, We will assign a priority level to the event and respond according to the guidelines below.

4.3 If You notify Us of, or We detect, an attack on Your Firewall, We will use all reasonable endeavours to modify Your Firewall policy to prevent attacks, provided that We can readily determine the source IP address of the attack. In many cases, an attack may require additional investigation to determine the source and impact, and to implement preventative measures. This type of service is offered by Our Incident Response (IR) Service, but is not provided with Our Managed Firewall Service as standard. Our IR Services must be ordered separately, for an additional charge.

5. Charges

The following Categories of charges apply to the Managed Firewall Service.

The actual charges are shown on the relevant Managed Services Price List, which is available on request

6. Liability

6.1 Our Managed Firewall is designed to prevent outsiders from gaining access to private corporate information and will provide an effective method of monitoring and limiting access. However, it may not prevent dedicated fraudsters from breaking their way in, or an employee from gaining unauthorised access to the Internet or to confidential information stored on the corporate network

6.2 You should ensure that any highly confidential or valuable corporate data is not accessible via the Internat. We will not accept liability for any losses or damage to Your business or Your data that arise as a result of the Firewall not preventing unauthorised access. Our Managed Firewall does provide a high standard of protection and service but no system can claim to be completely secure.

7. General Terms and Conditions

You should refer to the C&W Data Centre General Terms and Conditions for additional clauses under each of the above headings and in particular for the following:

Issue 1
August 2003