172 we try to meet the following service level

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17.2 We try to meet the following service level targets when providing the Security Intelligence service. They are estimates only and we’re not liable to you if we don’t meet them. Item Description Service target Enhanced Enhanced Plus Automatic email alert of Security Event How long it takes us to notify you that a security ticket has been created in the Telstra Security Portal. 30 mins 15 mins Security Event notifications How long it takes us to notify you by phone of your Security Event after we identify the Security Event Security Event - Priority One: 60 mins Security Event - Priority Two (if appropriate ) - 60 mins Security Event - Priority One: 60 mins Security Event Priority Two (if appropriate) - 60 mins 18 MANAGED NEXT GENERATION FIREWALL BUNDLE SERVICE LEVELS 18.1 The level of service you receive for the Managed Next Generation Firewall bundle service depends on the service tier you select. 18.2 We try to meet the following service level targets when providing the Managed Next Generation Firewall bundle service. They are estimates only and we’re not liable to you if we don’t meet them. Item Description Service target Enhanced Enhanced Plus Initial response time for faults reported via the service desk Measured from when you report a fault to when we respond. Severity 1 - 30 minutes Severity 2 - 30 minutes Severity 3 - 30 minutes Severity 4 - 2 hours Severity 1 - 30 minutes Severity 2 - 30 minutes Severity 3 - 30 minutes Severity 4 - 60 minutes Initial response time for system Measured from when you report a fault to when we respond. Severity 1 - 30 minutes Severity 1 - 30 minutes TELSTRA CORPORATION LIMITED (ABN 33 051 775 556) | Managed Security Services Section was last changed on 24 August 2017 | TELSTRA UNRESTRICTED PAGE 27 OF 36
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OUR CUSTOMER TERMS MANAGED SECURITY SERVICES SECTION Item Description Service target Enhanced Enhanced Plus generated faults Severity 2 - 30 minutes Severity 3 - 30 minutes Severity 4 - 2 hours Severity 2 - 30 minutes Severity 3 - 30 minutes Severity 4 - 60 minutes Service restoration Measured from when a fault is reported to when the fault is resolved. Severity 1 – 90% restored (or work around) in 18 hours Severity 2 – 90% restored (or work around) in 24 hours Severity 3 – 90% restored (or work around) in 48 hours Severity 4 – 90% restored (or work around) in 72 hours Severity 1 – 95% restored (or work around) in 6 hours Severity 2 – 95% restored (or work around) in 12 hours Severity 3 – 95% restored (or work around) in 24 hours Severity 4 – 95% restored (or work around) in 72 hours Progress updates Measured from when we last updated you on the issue. Severity 1 – every 4 hours Severity 2 – every 12 hours Severity 3 – every 24 hours Severity 4 – every 72 hours Severity 1 – every 1 hour Severity 2 – every 3 hours Severity 3 – every 8 hours Severity 4 – every 24 hours Faulty hardware replacement (for equipment that you bought or rent from us) Measured from when we determine that the part is faulty.
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