IBM UTM-POL-1 Manuale Utente
INTC-7816-01 02/2008
Page 18 of 18
4.4.6
Testing of Monitoring and Response Capabilities
The Customer may test IBM monitoring and response capabilities by staging simulated or actual
reconnaissance activity, system or network attacks, and/or system compromises. These activities may be
initiated directly by the Customer or by a contracted third party with no advance notice to IBM. SLAs will
not apply during the period of such staged activities, and remedies will not be payable if the associated
guarantee(s) are not met.
reconnaissance activity, system or network attacks, and/or system compromises. These activities may be
initiated directly by the Customer or by a contracted third party with no advance notice to IBM. SLAs will
not apply during the period of such staged activities, and remedies will not be payable if the associated
guarantee(s) are not met.
5.
Service Level Objectives
IBM service level objectives (called “SLOs”) establish nonbinding objectives for the provision of certain
features of MSS for UTM. The SLOs become effective when the deployment process has been
completed, the device has been set to “live”, and support and management of the device have been
successfully transitioned to the SOC. IBM reserves the right to modify these SLOs with 30 days prior
written notice.
features of MSS for UTM. The SLOs become effective when the deployment process has been
completed, the device has been set to “live”, and support and management of the device have been
successfully transitioned to the SOC. IBM reserves the right to modify these SLOs with 30 days prior
written notice.
a.
Virtual-SOC – IBM will provide a 99.9% accessibility objective for the Virtual-SOC outside of the
times detailed in the section entitled “Scheduled and Emergency Portal Maintenance”.
times detailed in the section entitled “Scheduled and Emergency Portal Maintenance”.
b.
Internet Emergency – In the event IBM declares an Internet emergency, it is IBM’s objective to
notify the Customer’s specified points of contact via e-mail within 15 minutes of emergency
declaration. This notification will include an incident tracking number, telephone bridge number, and
the time that IBM will conduct a situation briefing.
notify the Customer’s specified points of contact via e-mail within 15 minutes of emergency
declaration. This notification will include an incident tracking number, telephone bridge number, and
the time that IBM will conduct a situation briefing.
During declared Internet emergencies, IBM will provide a live telephone-conference situation
briefing and summarized e-mail designed to provide information that the Customer can use to
protect their organization. Situation briefings following the onset of an Internet emergency will
supersede any requirement for IBM to provide Customer-specific escalations for events directly
related to the declared Internet emergency. IBM will communicate all other priority level incidents,
during an Internet emergency, via automated systems such as e-mail, pager and voice mail.
briefing and summarized e-mail designed to provide information that the Customer can use to
protect their organization. Situation briefings following the onset of an Internet emergency will
supersede any requirement for IBM to provide Customer-specific escalations for events directly
related to the declared Internet emergency. IBM will communicate all other priority level incidents,
during an Internet emergency, via automated systems such as e-mail, pager and voice mail.
Standard escalation practices will resume upon conclusion of the stated Internet emergency.
Termination of an emergency state is marked by a decrease in the AlertCon level to AlertCon 2, or
an e-mail notification delivered to an authorized Customer security contact.
Termination of an emergency state is marked by a decrease in the AlertCon level to AlertCon 2, or
an e-mail notification delivered to an authorized Customer security contact.
6.
Other Terms and Conditions
IBM reserves the right to modify the terms of this Service Description, including the SLAs, with 30 days
prior written notice.
prior written notice.