4 what are the security monitoring service levels 41

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4 WHAT ARE THE SECURITY MONITORING SERVICE LEVELS? 4.1 Your Security Monitoring service levels depend on the service tier you applied for and that we approved. What are the provisioning and change service levels? 4.2 The provisioning and change service levels are: Item Description Service level target Enhanced Premium Provisioning time Time from when we receive your order until the time the service is provisioned 20 business days 20 business days Activation time for adds, moves or changes Time from when we receive and approve a written request from you until the time when we complete the change 10 business days 10 business days 4.3 Our provisioning and change service levels assume the following: TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | Managed Security Services Section was last changed on 24 August 2017 | TELSTRA UNRESTRICTED PAGE 6 OF 36
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OUR CUSTOMER TERMS MANAGED SECURITY SERVICES SECTION (a) timing begins when we receive your written order or request with all fields fully and accurately completed; (b) we have already accredited and approved all of your data sources that we need to provide the Security Monitoring service to you; (c) timing excludes any time waiting for you to provide information we need to progress your order or request; and (d) excludes any time needed to alter or prepare your network, devices or other resources in connection with the order or request. What are the service quality service levels? 4.4 The service quality service levels are: Item Description Service level target Incident priority Enhanced Premium Incident rating time Time from when the Security Monitoring platform receives a Security Event to the time an Incident is rated in the Telstra Security Portal 1 30 mins 15 mins 2 30 mins 30 mins 3 60 mins 60 mins 4 180 mins 180 mins Incident notification time Time from when an Incident is reported by the agreed method below 1 30 mins 15 mins 2 60 mins 30 mins 3 NA NA 4 NA NA Incident notification method The method we use to notify your nominated contact person of Incidents 1 Portal + email Portal + email + phone call 2 Portal + email Portal + email 3 Portal Portal 4 Portal Portal Service management How often we contact you about your Security Monitoring service NA 3 months Monthly What is the service availability service level? 4.5 The monthly service availability service level is: TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | Managed Security Services Section was last changed on 24 August 2017 | TELSTRA UNRESTRICTED PAGE 7 OF 36
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OUR CUSTOMER TERMS MANAGED SECURITY SERVICES SECTION Item Description Service level target Enhanced Premium Availability of the Telstra Security Portal for the Security Monitoring service Calculated per calendar month 99% 99% Availability of the Security Monitoring platform (excluding the Telstra Security Portal) Calculated per calendar month 97% 97% The service level is calculated as follows: Availability = {[(A – B) – C / (A – B)] x 100} A = Total number of hours in the month.
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