a request that is listed as an option available at additional cost, we will charge you an additional amount for each such request at our then-current rates. If you request: a Simple Policy/Configuration Change and we determine the work is out of scope, your request will be treated by us as a Complex Change Request, or otherwise as a project and a quote will be provided to you; or a Complex Policy/Configuration Change and we determine the work is out of scope, your request will be treated as a project by us and a quote will be provided to you. Service Levels Item Description Service Target Simple Policy / Configuration Measured from when you 2 hours Change request request the change acknowledgement through the online portal until we acknowledge the policy / configuration change. Simple Policy / Configuration Measured from when we 8 hours Change request acknowledge your request implementation for policy/configuration change until we tell you we’ve implemented the change. Simple Emergency Policy / Measured from when we 2 Configuration Change acknowledge your implementation emergency simple policy change until we tell you we’ve implemented the change.
a request that is listed as an option available at additional cost, we will charge you an additional amount for each such request at our then-current rates. If you request: a Simple Policy/Configuration Change and we determine the work is out of scope, your request will be treated by us as a Complex Change Request, or otherwise as a project and a quote will be provided to you; or a Complex Policy/Configuration Change and we determine the work is out of scope, your request will be treated as a project by us and a quote will be provided to you. Service Levels Item Description Service Target Simple Policy / Configuration Change request acknowledgement Measured from when you request the change through the online portal until we acknowledge the policy / configuration change. 2 hours Simple Policy / Configuration Change request implementation Measured from when we acknowledge your request for policy/configuration change until we tell you we’ve implemented the change. 8 hours Simple Emergency Policy / Configuration Change implementation Measured from when we acknowledge your emergency simple policy change until we tell you we’ve implemented the change. 2
cloud-security-services.docx