GENERAL TERMS AND CONDITIONS
1.0 Security Operations Center (“SOC”) / Network Operations Center (“NOC”).
1.1 VirtualArmour will provide services from one or more SOC / NOCs, which together will provide services 24 hours per day, 7 days per week, 365 days per year.
1.2 VirtualArmour will log all configuration change activity on management devices / platforms for accounting and auditing purposes.
1.3 VirtualArmour recommends that devices or platforms managed or accessed by VirtualArmour have individual user accounts created for each of VirtualArmour’s engineers. This enables more detailed audit logs at the individual user level. Client is responsible for procuring the necessary licenses.
2.0 SOC / NOC Support Level.
2.1 Level 1: Initial support level responsible for Client issues. Many issues can be effectively addressed by Tier 1. More complex issues will be escalated by VirtualArmour to a higher tier.
2.2 Level 2: First escalation point for more complex Client issues.
2.3 Level 3: Highest escalation point for the most complex Client issues.
3.0 Operational Communications.
3.1 VirtualArmour engineers will exclusively communicate with Client via the following methods:
3.1.1 An email sent utilizing VirtualArmour’s domain.
188.8.131.52 Clients must email [email protected] or use ServiceNow to open a new service ticket with VirtualArmour. Emails sent to individuals in the SOC / NOC will not be responded to.
3.1.2 Via a phone call to the VirtualArmour help desk.
3.1.3 On a VirtualArmour Zoom meeting.
3.1.4 Via a ticket in VirtualArmour’s ServiceNow ticketing system.
3.2 It is at the discretion of VirtualArmour to share documents created by VirtualArmour.
3.2.1 All VirtualArmour-created documents are to be considered the confidential property of VirtualArmour.
3.2.2 Certain documents, such as internally-created Standard Operating Procedure (“SOP”) documents and automation playbooks, are the intellectual property of VirtualArmour and will not be shared with Client.
4.0 Client Tools, Platforms, and Equipment
4.1 VirtualArmour will use and Client will support, where applicable, a secure (encrypted) and trusted connection, which includes strong user authentication, non-repudiation of changes, and data integrity for remote management and administration of the managed platforms.
4.2 VirtualArmour will manage all devices and platforms in scope via Secure Shell (SSH) and / or Hypertext Transfer Protocol Secure (HTTPS) over Internet Protocol Security (IPsec) Virtual Private Network (VPN) only where / when possible.
4.2.1 Service-dependent devices may require additional access methods for failover access.
184.108.40.206 In case of Wide Area Network (WAN) access failure to manage network perimeter devices, remote access via the internet will be used for access and troubleshooting via SSH and / or HTTPS, where applicable.
4.3 Jumpboxes / bastion hosts or Remote Desktop Protocol (RDP) / Virtual Network Computing (VNC) will be supported by VirtualArmour on an exception basis, when mutually agreed in writing, and shall invalidate Service Level Agreements (SLA) for the related scope of monitoring, unless otherwise specific in writing by VirtualArmour.
4.3.1 These direct methods are subject to variable consistency. Direct access to managed equipment is the only method that guarantees consistent monitoring and management.
4.4 Unsecure protocols with weak or non-existent cryptographic keys, such as Trivial File Transfer Protocol (TFTP) or Telnet will not be utilized by VirtualArmour engineers, unless an exception has been approved by VirtualArmour.
4.5 VirtualArmour will only support software / tools / devices / platforms with active support contracts from the Original Equipment Manufacturer (OEM). VirtualArmour will not manage, advise on, or support any software / tools / devices / platforms that do not have an active support contract. Any exceptions to this subsection, including provision of services by VirtualArmour on products without active support contracts, whether such absence of active support contracts is known or unknown by VirtualArmour, will be provided without benefit of an SLA or liability by VirtualArmour.
4.6 VirtualArmour will only support software / tools / devices / platforms running production / General Access (GA) code software. VirtualArmour will not support Exclusive Access (EA) / Alpha / Beta / Nightly builds.
4.6.1 Maintenance and service releases are supported by VirtualArmour.
4.6.2 VirtualArmour suggests running OEM-recommended versions of software / code.
4.7 VirtualArmour will require permission from Client to open a support ticket, on behalf of Client, with the OEM of managed tools / devices / platforms.
4.7.1 VirtualArmour will create a vendor support ticket when VirtualArmour requires vendor-specific advanced technical support.
4.7.2 VirtualArmour will need to be added as a contact on vendor support contracts in order to create vendor support tickets.
5.0 VirtualArmour Datacenter
5.1 VirtualArmour operates out of a Tier 3 datacenter, located in Denver, Colorado, USA.
5.2 VirtualArmour’s public Internet Protocols (IP) will be provided to Client for whitelisting purposes. It is recommended to configure network devices and security tools to only allow access by VirtualArmour from one of VirtualArmour’s static IP addresses.
5.3 Client log / event / flow data is not stored at VirtualArmour’s datacenter, unless agreed otherwise in writing.
5.3.1 Client log / event / flow metadata, information about data, may be temporarily stored within VirtualArmour’s datacenter for reporting and billing purposes.
5.4 Excluding necessary monitoring data, Client records and data are not stored at VirtualArmour’s datacenter.
6.0 Monitoring Tools Used by VirtualArmour
6.1.1 Hosted in the VirtualArmour datacenter, VirtualArmour’s SolarWinds deployment periodically polls devices / platforms / tools under VirtualArmour management using SNMPv3 (if available), or SNMPv2 and ICMP.
6.1.2 Client will not have login access to the SolarWinds instance.
220.127.116.11 Any information collected in the platform can be provided to Client via a helpdesk request.
6.1.3 SolarWinds integrates with VirtualArmour’s ticketing system, automatically creating a service ticket in the event of device alerts or failure.
6.2.1 Hosted in the VirtualArmour datacenter, VirtualArmour’s PRTG deployment periodically polls devices / platforms / tools under VirtualArmour management using SNMPv3 (if available) or SNMPv2.
6.2.2 Client will not have login access to the PRTG instance.
18.104.22.168 Any information collected in the platform can be provided to Client via a helpdesk request.
6.2.3 PRTG integrated with VirtualArmour’s ticketing system, automatically creating a service ticket in the event of device alerts or failure.
7.1 All device configurations and architecture must be architected and implemented by VirtualArmour for ongoing support. In the event that VirtualArmour did not do the design or configuration of the devices, VirtualArmour must sign off on an existing configuration before the device can be supported by VirtualArmour.
7.2 VirtualArmour does not guarantee the legal submission of any security event or log data into any domestic or international legal system.