All L3 Networks Services are subject to the L3 Networks Master Services Agreement (“MSA”) and the L3 Networks Service Proposal (“SP”) You signed and to the additional terms and conditions set forth in this Service Guide (“SG”).
This Service Guide governs and defines the Services We deliver to You as specified in the SP and how those Services will be delivered. Any Services provided to You outside the scope of the Service Proposal or this Service Guide will be treated as Supplemental Services or billed at the Hourly Rates defined in the Service Proposal.
A project manager from the L3 Networks Service Delivery team will be assigned as the central point of contact for the onboarding of Your Services. The project manager will schedule conference calls and web meetings to discuss the schedule and details for the following activities:
At the completion of the onboarding process a wrap-up meeting will be conducted to review all setup activities and their outcomes with the Client.
During the course of the Onboarding process L3 Networks will engage with You in the following activities to ensure we both have a complete understanding of Your environment.
| Inventory and Documentation Review |
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| Systems Review |
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| Security Review |
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| Operations Review |
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| Report on Findings |
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You can submit support requests to L3 Networks using the ticketing system or by calling into the support queue. Direct email requests are not supported.
L3 Networks will provide You access to Our online ticketing system where support requests can be submitted to L3 Networks by authorized users. Ticket system users must be approved by L3 Networks and have a user account setup on the on the ticketing system.
Authorized users may also call into the L3 Networks support team and log a support ticket over the phone. Users submitting tickets by phone must be approved by L3 Networks and have a user account setup on the on the ticketing system.
L3 Networks will provide support coverage as defined in this Service Guide unless otherwise specified in the SP.
The Primary Client Contact will also be the appointed Client Ticket Portal Administrator who will communicate and manage the list of authorized users to L3 Networks. You may designate a different Client Ticket Portal Administrator by delivering written notice to the L3 Networks Primary Contact.
Your Services include two (2) authorized users who can submit support tickets via the ticketing system or through phone support. This number may be increased with L3 Networks’ approval at potential additional cost to You.
We may occasionally ask You to perform simple on-site tasks (e.g., powering down, rebooting a device, etc.) and other remote-hands type activities. You agree to cooperate with all reasonable requests.
You will notify Us via a support ticket of any significant infrastructure changes and You will provide Us with a reasonable opportunity to comment and follow-up regarding those proposed changes which may require modifications to the SP.
Evaluation of any infrastructure changes proposed by You may require research, design, and testing by L3 Networks. These activities are not included in the Service Proposal or by this Service Guide and will be treated as Supplemental Services.
L3 Networks will connect its monitoring platform to Your premises or cloud facilities using a combination of secure IPSEC VPN connections, software agents installed on computers or other methods for the purposes of carrying out the Services. All equipment and software used to facilitate these activities are the property of L3 Networks and will be managed and maintained by L3 Networks to provide the necessary management access required to support the Services defined in the SP.
L3 Networks will monitor all supported IP enabled devices that are defined in the SP. Monitoring will be conducted 24/7. Both You and L3 Networks will have access to the L3 Networks monitoring platform. Monitoring shall consist of ICMP polling, SNMP polling and any specialized application monitoring that may be defined in the SP. Monitoring will also include gathering of historical data for a 30-day period regarding the performance, utilization and availability of the monitored systems. Reports for such statistics will be available through the L3 Networks monitoring portal and is also available to You.
L3 Networks will poll on 15-minute intervals flagging all abnormal behavior detected outside of the predefined thresholds and generate an alert. Alerts will be sent to the L3 Networks support team who will assess and determine an appropriate response priority before raising a service ticket. Alerts will be generated 24/7 and responded to by L3 Networks per the appropriate SLO in this Service Guide or as defined in a Service Proposal.
L3 Networks will configure alert thresholds as follows:
| Interface | |
|---|---|
| Polling | Every 120 seconds |
| Evaluate | Every 15 seconds |
| Trigger | Interface not reachable and condition exists >15 minutes |
| Reset | Condition is no longer valid |
| Node | |
| Polling | Every 120 seconds |
| Evaluate | Every 15 seconds |
| Trigger | Node is not reachable, and condition exists >15 minutes |
| Reset | Condition is no longer valid |
| CPU | |
| Polling | Every 120 seconds |
| Evaluate | Every 15 seconds |
| Trigger | When CPU is above 90%, 95%, or 98% |
| Reset | Condition is no longer valid |
| Memory | |
| Polling | Every 120 seconds |
| Evaluate | Every 15 seconds |
| Trigger | When memory utilization is above 90%, 95%, or 98% |
| Reset | Condition is no longer valid |
| Disk Space | |
| Polling | Every 120 seconds |
| Evaluate | Every 15 seconds |
| Trigger | When disk space is above 90%, 95%, or 98%. Or available space is less than 100GB, 60GB or 40GB. |
| Reset | Condition is no longer valid |
| Hardware Health | |
| Polling | Every 120 seconds |
| Evaluate | Every 15 seconds |
| Trigger | When hardware health is warning or critical |
| Reset | Condition is no longer valid |
All Services are subject to one or more of the Service Level Objectives defined in the table below. Check each Service definition to see which SLO priorities apply to a particular Service. For example, some Services do not offer a Critical priority and if You open a critical ticket for any of those services You will be billed at the Hourly Rates defined in the applicable Service Proposal.
| Priority | Description | Initial Engineer Response | Target Resolution | L3 Manager Escalation | L3 VP Level Escalation |
|---|---|---|---|---|---|
| Critical | Major widespread outage caused by system failure or security incident that has a serious impact on business operations. No immediate workaround to restore service | 2 Hour | 4 Hours or less | 2 Hours | 4 Hours |
| High | Service affecting event or security that has a major impact on business operations. Workaround is able to restore partial or full service | 4 Hours | 8 Hours or less | 6 Hours | 8 Hours |
| Medium | Non-service affecting event or security incident that requires proactive investigation to determine its cause | 8 Hours | 1 Business Day or less | 2 Business Days | 3 Business Days |
| Low | Informational and Change related requests | 1 Business Day | 5 Business Days or less | 5 Business Days | 7 Business Days |
L3 Networks will provide a response, action and appropriate escalation if necessary, based on the SLO in the table above for all alerts and support requests confirmed received by L3 Networks via phone or the ticketing system. Unless specifically stated any Services provided to remediate, restore or provide any other Services or countermeasures for security incidents are not included in Your Services and will be billed at the Hourly Rates defined in Your Service Proposal and the Target Resolution is not applicable.
Unless otherwise agreed, daily maintenance windows will be from 6:00 PM to 6:00 AM (U.S. Pacific time). Routine maintenance and upgrades will occur during maintenance windows, and some applications, systems or devices may be unavailable or non-responsive during such times. L3 Networks will communicate in advanced any planned maintenance that will affect service.
Helpdesk Services are provided to address break/fix individual end-user problems when previously working systems, software or services within Our control stop working. The goal of Helpdesk Services is to restore the end-user’s ability to get back to an operational state by either fixing a problem or implementing a workaround until such time a fix can be made.
Helpdesk Services are provided during normal business hours Monday through Friday 8am – 5pm Pacific time unless specified as 24/7 in a Service Proposal. If 24/7 Helpdesk Services are specified in Your Service Proposal and We perform Helpdesk Services outside the hours of Monday through Friday 8am – 5pm Pacific time You will be billed at the Hourly Rates defined in the Service Proposal. Helpdesk Services are limited to break/fix activities and are not intended for deployment of new systems, software or services or repair of end-user computer hardware or end-user training.
| Type | Description | Response Level | Initial Response | Ticket Assigned | Target Resolution |
|---|---|---|---|---|---|
| Systems Access | Unable to access a system due to a login or authentication problem | 24/7 | 2 Hours | 4 Hours | 8 Hours |
| Security Incident | Malware or other security incident on an end-user device requiring immediate attention | 24/7 | 2 Hours | 4 Hours | 8 Hours |
| Break/Fix & Maintenance | Previously working system or system component that is no longer working | 24/7 | 4 Hours | 6 Hours | 12 Hours |
| Data Loss Restoration Request | Corrupt or deleted data on an end-user device requiring action | 24/7 | 4 Hours | 6 Hours | 12 Hours |
| New Service; User or Change Request | System or service that is not currently implemented. | 24/7 | 1 Day | 2 Days | 4 Days |
Desktop Support Services are provided to manage and maintain the hardware, software and peripherals connected to end-user desktop and laptop computers. Desktop Support Services are provided during normal business hours Monday through Friday 8am – 5pm Pacific time unless specified as 24/7 in a Service Proposal. If 24/7 Desktop Support Services are specified in Your Service Proposal and We perform Desktop Services outside the hours of Monday through Friday 8am – 5pm Pacific time You will be billed at the Hourly Rates defined in the Service Proposal. Desktop Services do not include a critical SLO priority unless specified in a Service Proposal.
Other than break/fix events, all Desktop Support Services will be pre-scheduled events. The following additional Services in the table below may be included with Your Services if specified in a Service Proposal.
| Deployment of new Desktops | Repair and replacement of Desktop components | Installation and Upgrades of the Desktop OS |
| Support for directly connected peripherals | Provide updates for the Desktop OS | Application installation and updates |
| Hardware purchasing recommendations and sourcing | Software purchasing and licensing management | Asset lifecycle for retirement/replacement of hardware |
Desktop Infrastructure Services provide supplementary software and associated management of Your desktop and laptop systems as well as limited administrative services as defined in Your Service Proposal. Any software provided to You as part of Desktop Infrastructure Services is also defined in the applicable Service Proposal. Desktop Infrastructure Services are provided during normal business hours Monday through Friday 8am – 5pm Pacific time unless specified as 24/7 in a Service Proposal. If 24/7 Desktop Infrastructure Services are specified in Your Service Proposal and We perform Desktop Infrastructure Services outside the hours of Monday through Friday 8am – 5pm Pacific time You will be billed at the Hourly Rates defined in the Service Proposal. Desktop Infrastructure Services do not include a critical SLO priority unless specified in a Service Proposal.
Server/Network Infrastructure Services are provided to manage and maintain the hardware and software systems for servers and network equipment. Server/Network Infrastructure Services are provided 24/7.
Other than break/fix events, all Server/Network Infrastructure Services will be pre-scheduled events. The following additional Services in the table below may be included with Your Services if specified in a Service Proposal.
| Deployment of new Servers and Network equipment | Repair and replacement of Server and Network equipment | Installation and Upgrades of the Server and Networks OS |
| Support for directly Server and Network troubleshooting | Manage RMA of failed Server and Network components | Application installation and updates |
| Hardware purchasing recommendations and sourcing | Software purchasing and licensing management | Asset lifecycle for retirement/replacement of hardware |
Offsite backup Services copy local backup of data to an offsite repository hosted by Us or in a Public Cloud as specified in the SP to keep Your data safe in case of disaster. Data is protected against a system crash where data loss occurs or hardware failure.
Offsite backups can include file-based backups or complete virtual machine backups depending upon the source type and methods chosen by You which are specified in the SP.
We will configure and manage a daily backup routine to facilitate offsite backup copies at a remote data center or a Public Cloud within an associated RTO/RPO specified in the SP. Note: RTO/RPO times are subject to local bandwidth at Your facilities.
Offsite backups are configured and managed using a secure cloud gateway which encrypts the data between Your facilities and the target.
We will perform scheduled restore validation tests according to the frequency specified in the SP. All offsite backup jobs are managed by Us tickets will be created when problems occur to notify You of the incidents and when offsite backup services are restored.
Backups of Office 365 Email are done afterhours on a daily basis with a default item-level retention time of 6-months. Individual items will be deleted from backup once their creation or last modification date exceeds this 6-month retention period.
Onsite Backup Services are backups that are performed locally on a server or storage that resides on premises. These backups are managed by L3 Networks and check daily to ensure the jobs are running correctly and data is being backed up as it should according to the retention times and backup scheme that You require.
L3 networks can provide to you the necessary hardware and software to perform these onsite backups or we can manage them for you with equipment and software that you own. Your SP will provide information about which option it is that you have contracted with Us for
L3 Networks provides Security Services a la carte or bundled together as defined in Your Service Proposal. Whether bundled or standalone this Service Guide defines the Services and response associated with each as follows:
Endpoint Protection services protect desktop and server systems against file-based, fileless, and other types of malware that are signature based. We will maintain the software and monitor for events that occur and notify You of any threats detected. Unless otherwise specified in a Service Proposal, Endpoint Protection services do not include remediation which are billed at the Hourly Rates defined in the Service Proposal.
Malware Protection services detects and removes malware and malicious programs and files such as virus droppers, worms, trojans, and other rogue applications that may not be detected or fully removed by traditional antivirus. Unless otherwise specified in a Service Proposal, Malware Protection service do not include remediation which are billed at the Hourly Rates defined in the Service Proposal
Threat Hunting services analyze systems behavior taking into account that attackers have knowledge and expertise in evading traditional antivirus and malware products. Threat Hunting services check for persistence methods, fileless malware, backdoors and application masquerading. We will monitor our Threat Hunting platform for footholds, process executions and other indicators of compromise that otherwise may not be detected. Unless otherwise specified in a Service Proposal, Threat Hunting services do not include remediation which are billed at the Hourly Rates defined in the Service Proposal.
Web Content Filtering policies are configured on supported firewalls or filtering appliances to restrict access to the Internet and analyze traffic to detect and block access to restricted sites on the Internet including malware and C2 servers. L3 Networks will also configure custom policies per Your requirements to block or permit traffic as needed.
L3 Networks will maintain software and subscriptions necessary to support the Services defined in the SP.
Intrusion Prevention Systems (“IPS”) are configured to protect on-prem, hybrid and cloud infrastructure and applications against attackers from outside. IPS combines detection and blocking of identified threats based on configured policies specific to Your applications.
IPS may be implemented at the network or host layer as defined in Your SP. Intrusion Prevention Policies are signature based and are configured to fit the specific requirements by Our team.
We may provide to You the necessary hardware, software or cloud subscriptions and Our Services as defined in an SP to enable and support Multifactor Authentication (“MFA”) services. Alternatively, We may manage Your hardware, software and cloud subscriptions and provider Our Services.
We will provide support to Your end-users based on the Helpdesk SLO for requests relating to login assistance. For systems issues We will provide support according to the Response & Escalation SLO.
Agent based software provided by L3 Networks for installation onto Your desktop and server systems that block DNS resolution of botnet, C2 and malicious sites known to contain malware or perform command-and-control operations. We will configure policies in accordance with Your requirements and Our best practices.
We will provide support to Your end-users based on the Helpdesk SLO for requests relating to login assistance. For systems issues We will provide support according to the Response & Escalation SLO.
Security training campaigns are built and configured for deployment to Your team by Us based on differing criteria which will be discussed with You. Results from the training will be reviewed with You to determine next steps based on results.
Email Security Services are defined in your service proposal as basic or advanced and include the features shown in the table below. Email security is monitored 24/7 and policies will be configured based on the requirements of your organization and the current threat condition identified by L3 Networks according to security intelligence.
| Features | Basic | Advanced |
|---|---|---|
| Configuration, protection, and detection | ||
| Safe Attachments | Yes | Yes |
| Safe Attacemnets in Teams | Yes | Yes |
| Safe Links | Yes | Yes |
| Safe Links in Teams | Yes | Yes |
| ATP for SharePoint, OneDrive, and Microsoft Teams | Yes | Yes |
| Anti-Phishing Policies | Yes | Yes |
| Real-Time Reports | Yes | Yes |
| Automation, investigation, remediation, and education | ||
| Threat Trackers | No | Yes |
| Threat Investigation (Advanced Threat Investigation) | Real-time Detections | Explorer |
| Automataed Incident Response | No | Yes |
| Attack Simulator | No | Yes |
Safe Attachments
ATP Safe Attachments protects against unknown malware and viruses, and provides zero-day protection to safeguard your messaging system. All messages and attachments that don't have a known virus/malware signature are routed to a special environment where ATP uses a variety of machine learning and analysis techniques to detect malicious intent. If no suspicious activity is detected, the message is released for delivery to the mailbox.
Safe Links
The ATP Safe Links feature proactively protects your users from malicious URLs in a message or in an Office document. The protection remains every time they select the link, as malicious links are dynamically blocked while good links can be accessed.
Safe Links is available for URLs in the following apps:
ATP for SharePoint, OneDrive, and Microsoft Teams
ATP for SharePoint, OneDrive, and Microsoft Teams helps detect and block files that are identified as malicious in team sites and document libraries. In addition, ATP Safe Links protection is now available in Microsoft Teams channels and chats.
Anti-phishing policies
ATP anti-phishing checks incoming messages for indicators that a message might be a phishing attempt. When users are covered by ATP policies (Safe Attachments, Safe Links, or anti-phishing), incoming messages are evaluated by multiple machine learning models that analyze messages and the appropriate action is taken, based on the configured policies.
Real-time reports
Monitoring capabilities available in the Security & Compliance Center include real-time reports and insights that let your security and compliance administrators focus on high-priority issues, such as security attacks or increased suspicious activity. In addition to highlighting problem areas, smart reports and insights include recommendations and links to view and explore data and also take quick actions.
Explorer
Explorer (also referred to as Threat Explorer) is a real-time report that lets authorized users identify and analyze recent threats. By default, this report shows data for the past 7 days; however, views can be modified to show data for the past 30 days.
Explorer contains views, such as Malware (for email and content), Submissions, Phish, and All Email. To see how Explorer compares with real-time detections, download this PDF.
For more information about Explorer (in Office 365 Advanced Threat Protection Plan 2) and real-time detections (in Office 365 Advanced Threat Protection Plan 1), see Threat Explorer and real-time detections.
Real-time detections
Real-time detections is a real-time report that lets authorized users identify and analyze recent threats. Similar to Explorer, by default, this report shows data for the past 7 days.
Real-time detections contain views, such as Malware (for email and content), Submissions, and Phish. To see how real-time detections compare with Explorer, download this PDF.
For more information about Explorer (in Office 365 Advanced Threat Protection Plan 2) and real-time detections (in Office 365 Advanced Threat Protection Plan 1), see Threat Explorer (and real-time detections).
Threat Trackers
Threat Trackers are informative widgets and views that provide authorized users with intelligence on cybersecurity issues that might impact your organization.
Automated incident response
Automated incident response (AIR) capabilities available in Office 365 ATP Plan 2 enable you to run automated investigation processes in response to well known threats that exist today. By automated certain investigation tasks, your security operations team can operate more efficiently and effectively. Remediation actions, such as deleting malicious email messages, are taken upon approval by your security operations team. To learn more, see How AIR works in Office 365.
Attack Simulator
Attack Simulator lets authorized users run realistic attack scenarios in your organization. Several different kinds of attacks are available, including a display name spear-phishing attack, a password-spray attack, and a brute-force password attack.
Security Logging Services are provided to You for the purpose of analysis and alerting by Us when conditions are logged that meet criteria that may indicate a security incident has occurred. Security logging is also used to meet any compliance requirements You may have and for use with audits and forensics if a breach does occur. Unless specifically stated any Services provided to remediate, restore or provide any other Services or countermeasures for security incidents are not included in Your Services and will be billed at the Hourly Rates defined in Your Service Proposal and the Target Resolution is not applicable.
| Firewall Features | Basic* | Advanced |
|---|---|---|
| Configuration, protection, and detection | Yes | Yes |
| Traffic Analysis | Yes | Yes |
| Threat Alerting | Yes | Yes |
| VPN Events | Yes | Yes |
| System Events | Yes | Yes |
| Advanced Threat Detection & Correlation | No | Yes |
| Incident Detection & Response | No | Yes |
| Indicators or Compromise | No | Yes |
| On-Demand and Scheduled Reporting | No | Yes |
* Basic is limited to 7-days stored logs
| Microsoft Windows Features | Basic* | Advanced |
|---|---|---|
| Event Viewer Monitoring and Alerting | Yes | Yes |
| Telemetry Data | No | Yes |
| VPN Logging | No | Yes |
| Traffic Logging | No | Yes |
| Vulnerability Scan | No | Yes |
| Incident Detection & Response | No | Yes |
| On-Demand and Scheduled Reporting | No | Yes |
* Basic does not store logs for Windows
Vulnerability Scanning Services are provided to You for the purpose of detecting known vulnerabilities on Your systems so they can be analyzed and addressed through patching or some other remediation activity to eliminate or reduce the risk associated with the detected vulnerability. Vulnerability scans are run on a weekly basis and reports are generated which We will review and report to You about any issues. Vulnerability Scanning used to meet any compliance requirements You may have and for use with audits and forensics if a breach does occur. Unless specifically stated any Services provided to remediate, restore or provide any other Services or countermeasures for security incidents are not included in Your Services and will be billed at the Hourly Rates defined in Your Service Proposal and the Target Resolution is not applicable.
Managed Firewall Services are where we provide equipment and support or support of Your network equipment in three different offerings as shown below. Additionally, You may opt for the UTM feature support.
| Premium | Premium Plus | Enterprise |
|---|---|---|
| We manage Your existing equipment and provide our Services | We provide You with equipment and our Services | We provide You with redundant equipment and our Services |
| 24/7 NOC Technical Support | 24/7 NOC Technical Support | 24/7 NOC Technical Support |
| Fast Track Live Engineer Assistance | Fast Track Live Engineer Assistance | Fast Track Live Engineer Assistance |
| SSO Support Center Portal | SSO Support Center Portal | SSO Support Center Portal |
| Monitoring & Alerting | Monitoring & Alerting | Monitoring & Alerting |
| Proactive Incident Response | Proactive Incident Response | Proactive Incident Response |
| Firmware Upgrades | Firmware Upgrades | Firmware Upgrades |
| Configuration Backups | Configuration Backups | Configuration Backups |
| Maintain and Update Firewall Policies | Maintain and Update Firewall Policies | Maintain and Update Firewall Policies |
| Advanced Configuration Support | Advanced Configuration Support | Advanced Configuration Support |
| Advanced Threshold Alerting | Advanced Threshold Alerting | |
| Architecture Validation | Architecture Validation | |
| Hardware Installation | Hardware Installation | |
| Hardware Provider (Customer) | Hardware Provider (L3) | Hardware Provider (L3) |
| Hardware Converage (NBD) | ||
| Hardware Converage (4hr) | ||
| Hardware Coverage Onsite Standby |
| UTM Features only supported on Premium Plus and Enterprise | |
|---|---|
| Web Content Filtering | Block and monitor web activities to assist customers with government regulations and enforcement of corporate Internet usage policies. Managed web-content rating databases power web-filtering services. Granular blocking and filtering provide web categories to allow, log, or block. Comprehensive URL database provides rapid and comprehensive protection. And, Credential Stuffing Defense identifies login attempts using credentials that have been compromised using an always up-to-date feed of stolen credentials. |
| Intrusion Prevention (IPS) | Automated IPS updates provide latest defenses against network intrusions by detecting and blocking threats before they reach Your network devices. You get the latest defenses against stealthy network-level threat, a comprehensive IPS Library with thousands of signatures, flexible policies that enable full control of attack detection methods to suit complex security applications, resistance to evasion techniques proved by NSS Labs and IPS signature lookup service. |
| Malware A/V Protection | Malware A/V delivers automated updates that protect against the latest viruses, spyware, and other content-level threats. It uses industry-leading advanced detection engines to prevent both new and evolving threats from gaining a foothold inside Your network and accessing its invaluable content. |
| Application Control | Improve security and meet compliance of Your acceptable use policy through Application Control to allow, deny, or restrict access to applications or application categories. The sophisticated detection signatures identify Apps, DB applications, web applications and protocols; both blacklist and white list approaches can allow or deny traffic. Traffic shaping can be used to prioritize applications and flexible policies enable full control of attack detection methods. |
Net Insight are Network Managed Services where We provide equipment and support or support of Your network equipment in three different offerings as follows:
| Premium | Premium Plus | Enterprise |
|---|---|---|
| We manage Your existing equipment and provide our Services | We provide You with equipment and our Services | We provide You with redundant equipment and our Services |
| 24/7 NOC Technical Support | 24/7 NOC Technical Support | 24/7 NOC Technical Support |
| Fast Track Live Engineer Assistance | Fast Track Live Engineer Assistance | Fast Track Live Engineer Assistance |
| SSO Support Center Portal | SSO Support Center Portal | SSO Support Center Portal |
| Monitoring & Alerting | Monitoring & Alerting | Monitoring & Alerting |
| Proactive Incident Response | Proactive Incident Response | Proactive Incident Response |
| Carrier Ticket Tracking & Escalation | Carrier Ticket Tracking & Escalation | Carrier Ticket Tracking & Escalation |
| Firmware Upgrades | Firmware Upgrades | Firmware Upgrades |
| Configuration Backups | Configuration Backups | Configuration Backups |
| Security Management | Security Management | Security Management |
| Advanced Configuration Support | Advanced Configuration Support | Advanced Configuration Support |
| Advanced Threshold Alerting | Advanced Threshold Alerting | |
| Architecture Validation | Architecture Validation | |
| Hardware Installation | Hardware Installation | |
| Hardware Provider (Customer/Carrier) | Hardware Provider (L3) | Hardware Provider (L3) |
| Hardware Coverage (NBD) | ||
| Hardware Coverage (4hr) | ||
| Hardware Coverage Onsite Standby |
We will provide, install and maintain the L3 Networks Equipment as defined in the SP as part of Our Services to You. We will proactively monitor each asset listed in the SP and respond to incidents that affect the normal operation of the network according to the SLO defined in this SG or as may be specified in a Service Proposal. Hardware replacement is based on the Net Insight service level.
We will engage with and manage vendor relationships with the carrier partner to ensure connectivity is maintained and performance is operating in a normal state. In the event of connectivity problems, L3 networks will proactively escalate on Your behalf with the appropriate carrier partner.
L3 Networks will back up all device configurations on a scheduled basis and We will maintain router firmware updates as deemed appropriate based on Our technical expertise and guidance.
Equipment will be secured with access lists and local authentication unless otherwise agreed to in a SP. Reports for utilization and availability are available to You upon request.
Managed SD-WAN Services are where We provide L3 Networks Equipment and our Services, or We provide Our Service on Your network equipment. There are three different offerings as shown below.
| Premium | Premium Plus | Enterprise |
|---|---|---|
| We manage Your existing equipment and provide our Services | We provide You with equipment and our Services | We provide You with redundant equipment and our Services |
| 24/7 NOC Technical Support | 24/7 NOC Technical Support | 24/7 NOC Technical Support |
| Fast Track Live Engineer Assistance | Fast Track Live Engineer Assistance | Fast Track Live Engineer Assistance |
| SSO Support Center Portal | SSO Support Center Portal | SSO Support Center Portal |
| Monitoring & Alerting | Monitoring & Alerting | Monitoring & Alerting |
| Proactive Incident Response | Proactive Incident Response | Proactive Incident Response |
| Firmware Upgrades | Firmware Upgrades | Firmware Upgrades |
| Configuration Backups | Configuration Backups | Configuration Backups |
| Maintain and Update SD-WAN Policies | Maintain and Update SD-WAN Policies | Maintain and Update SD-WAN Policies |
| Advanced Configuration Support | Advanced Configuration Support | Advanced Configuration Support |
| Advanced Threshold Alerting | Advanced Threshold Alerting | |
| Architecture Validation | Architecture Validation | |
| Security Operations Center (SOC) | ||
| Advanced Log Management and Reporting | ||
| Hardware Installation | Hardware Installation | |
| Hardware Provider (Customer) | Hardware Provider (L3) | Hardware Provider (L3) |
| Hardware Coverage (NBD) | Hardware Coverage Onsite Standby |
| SD-WAN Features only supported on Premium Plus and Enterprise | |
|---|---|
| Multi-Path Control | Perform traffic steering utilizing the best quality and minimum quality SLA metrics. Traffic is moved between the links onto alternative paths when a policy threshold is violated. Active path metrics are matched to Customer SLA’s for optimum performance. |
| Packet Prioritization | Configure QoS based on traffic type to expedite packets out chosen interface(s) allowing for business critical applications to perform their best through preferential ordering of the traffic across the most preferred member link if congestion begins to affect overall performance. |
| Network Application Control | Enable network application control to intelligently route packets based on the applications being used across the WAN and Internet links. Configure policies that identify application traffic and perform specific operations on that traffic which will prefer or de-prefer traffic or blackhole it completely. |
| SD-WAN Features only supported on Enterprise | |
|---|---|
| Advanced Log Management and Reporting | SD-WAN monitoring dashboard and traffic analysis for real-time notification for health monitoring metrics: jitter, latency and packet loss. Executive summary of important SD-WAN metrics with detailed charts and historical graphs for traffic and performance statistics. |
| Security Operations Center (SOC) | Security monitoring of real-time log and threat data for SD-WAN traffic allowing visibility into network, web sites, applications and other traffic through centralized monitoring of events and network activity. |
We will provide, install and maintain the L3 Networks Equipment as defined in the SP as part of Our Services to You. We will proactively monitor each asset listed in the SP and respond to incidents that affect the normal operation of the network according to the SLO defined in this SG or as may be specified in a Service Proposal. Hardware replacement is based on the edition selected in the SP.
We will engage with and manage vendor relationships with the carrier partner to ensure connectivity is maintained and performance is operating in a normal state. In the event of connectivity problems, L3 networks will proactively escalate on Your behalf with the appropriate carrier partner.
L3 Networks will back up all device configurations on a scheduled basis and We will maintain router firmware updates as deemed appropriate based on Our technical expertise and guidance.
Equipment will be secured with access lists and local authentication unless otherwise agreed to in a SP. Reports for utilization and availability are available to You upon request. Advanced Log Management includes 6GB of logs per-day combined total from all monitored SD-WAN devices.
Secure Internet Gateway Services provide You a highly-available secure Internet gateway through which You can send web based traffic which will be filtered and analyzed as shown in the table below.
| Malware Detection | Virus Scanning | Intrusion Prevention |
| Web Content Filtering | Application Control | Access Control |
Security incidents will be prioritized based on their threat level according to L3 Networks and response will be commensurate with the table in the SLO contained in this SG unless otherwise specified in the SP.
Private Cloud provides customized cloud infrastructure solutions located in private facilities managed by L3 Networks with hardware, software, licensing and services We provide to You and may include hardware, software and licensing You provide in addition to Our Services.
All assets listed in the SP will be monitored and alerts will be generated with response times commensurate with the SLO in this Service Guide unless otherwise specified in the SP.
We will support Your physical hardware in Our facilities and replace any failed components or systems on Your behalf.
Managed SBC are managed voice services specific to session border controller devices provided by You or provided by L3 Networks both of which are managed by Us. All SBC assets listed in the SP will be monitored and alerts will be generated with response times commensurate with the SLO in this Service Guide unless otherwise specified in the SP.
We will engage with and manage vendor relationships with the voice carrier partner to ensure connectivity is maintained and the SBC is operating in a normal state. In the event of connectivity or voice problems We will proactively escalate on Your behalf with the appropriate carrier partner.
L3 Networks will back up all device configurations on a scheduled basis and We will maintain router firmware updates as deemed appropriate based on Our technical expertise and guidance.
Equipment will be secured with access lists and local authentication unless otherwise agreed to in a SP. Reports for utilization and availability are available to You upon request.
Services include either shared or dedicated virtual or physical machines located in Private or Public Cloud facilities managed by Us which is specified in an SP. We will proactively monitor and generate alerts with response times in accordance with the SLO in this Service Guide unless otherwise specified in the SP.
The details about the resources for the shared or dedicated virtual or physical machines are contained in the SP.
Services where We provide to You a Private file sharing platform running on a dedicated virtual or physical machine located in a Private Cloud facility managed by Us. Authentication will be configured for local, Active Directory or LDAP as specified in the SP.
The server platform on which the Dedicated Private File Sharing runs may or may not be a member of Your internal network or domain. If the server provided by Us is a member of Your internal domain it will fall under its security policies managed by Your internal server team.
The configuration details for the resources of the server hosting the Dedicated Private File Sharing services is specified in the SP.
Managed VPN Services are secure network connections managed by Us on any equipment for platform either owned by You or by Us where We manage the VPN tunnels between two or more devices. VPN tunnel security settings will be determined at the time of appointment based on the capabilities of the equipment on either side of the tunnel and the most secure setting combination will be chosen.
The Services are dependent upon bandwidth and the capabilities of either the virtual appliance or the physical hardware in use and are specified in the SP.
Devices that are completely within Our control will be backed up on a scheduled basis and We will maintain router firmware updates as deemed appropriate based on Our technical expertise and guidance.
You agree to comply with the following conditions of acceptable use in connection with the Services. Any violation of the following may result, at Our discretion, in suspension or termination of the Services.
Use of the Services to knowingly engage in the infringement of third party intellectual property right (including patents, copyright and trademarks).
The sending or receiving of mass unsolicited email in violation of the CAN-SPAM Act (17 USC Section 7701, et seq.
The sending, return, bouncing or forwarding of email to specified user(s) in an attempt to interfere with or overflow email services.
The use of dedicated services to proxy email unsolicited users. Proxy email is defined as the use of dedicated services to act in concert with other services located inside and outside the network to achieve mass unsolicited email in violation of the Can Spam Act.
The use of dedicated services to send, receive, forward, or post UseNet unsolicited email or posts.
Any use of dedicated services in a manner which is defined or deemed to be statutorily illegal.
The hosting or facilitation of child pornography.
Threats to or harassment of individuals, organizations or businesses that does not falls within the bounds of protected free speech (including commercial free speech) under the First Amendment of the United States Constitution.
Use of Services to engage in fraudulent activities.
The use of Services to engage in denial of service attacks or distributed denial of service attacks.
The use of Services to host, advocate for or facilitate terrorist activities, violence, and hate crimes based upon religion, ethnicity, or country of origin, etc.
The use of Services to store, distribute, fabricate or use malware of any kind or nature for malicious purposes, including without limitation, virus software, root kits, password crackers, adware, key stroke capture programs and other programs normally used in malicious activity.
Systems designed to collect personal information (name, account numbers, usernames, passwords, etc.) under false pretense.
L3 Networks accepts reports of alleged violations of this AUP. Reports of alleged violations must be verified and must include the name and contact information of the complaining party, and the IP address or website allegedly in violation, and description of the violation. Unless otherwise required by law, such as the DMCA, L3 Networks owes no duty to third parties reporting alleged violations due to lack of privity in contract law. L3 Networks will review all verified third party reports and will take appropriate actions.
Service Guide Last updated: December 17 2020