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CLARO ENTERPRISE SOLUTIONS, LLC
<br />MANAGED PERIMETER SECURITY SERVICE ANNEX
<br />project initiation, planning, execution, control and closing. The Technical
<br />Proposal shall include detailed tasks that are responsibility of each of
<br />CLARO ENTERPRISE SOLUTIONS and CUSTOMER and, once
<br />finalized, will be attached to this Service Annex and form a part hereof.
<br />4.0. Service Commencement Date CUSTOMER -re uested char es
<br />to the Services after the Service Commencement Date
<br />4.1. On or before the RFS Date, or any amended RFS Date, CLARO
<br />ENTERPRISE SOLUTIONS will test the Service at each site and declare
<br />its availability for CUSTOMER use. The Service Commencement Date
<br />for each Order Form will be the date upon which CLARO ENTERPRISE
<br />SOLUTIONS notifies CUSTOMER by means of a Completion Notice that
<br />the Service is available for CUSTOMER's use, unless CUSTOMER
<br />notifies CLARO ENTERPRISE SOLUTIONS within forty-eight (48) hours
<br />of its non-acceptance on the basis that agreed technical specifications for
<br />the Service have not been met. In that case, further tests of the Service
<br />will be conducted and a new Service Commencement Date will be agreed
<br />upon, grovided that any use by CUSTOMER of a Service for other than
<br />testing purposes following notice of non-acceptance will be deemed to
<br />constitute acceptance of that Service.
<br />4.2. CUSTOMER's requested changes after the Service
<br />Commencement Date. Unless expressly indicated otherwise in the
<br />quote provided by CLARO ENTERPRISE SOLUTIONS and reflected in
<br />the Order Form, any material moves, adds or changes ("MAC") to the
<br />Service, including managed devices, during the Minimum Period or
<br />Renewal Period, as the case may be, shall reset the term of the Service
<br />for the time period as stated on the respective Order Form for the MAC
<br />and may be subject to additional fees and charges.
<br />5.0. Site Conditions
<br />This Section describes general site conditions required on CUSTOMER's
<br />site(s) for connectivity and equipment installations that CUSTOMER must
<br />provide and ensure are available in order to receive Service. Project -
<br />specific requirements will be set forth in the respective Managed
<br />Perimeter Security project implementation plan.
<br />5.1. CUSTOMER shall provide IP connectivity to the site where the
<br />Service is delivered as well as a means of communications through one
<br />of the ports of the appliance installed as remote monitoring and
<br />management..
<br />5.2. CUSTOMER shall provide reliable connectivity to the Internet.
<br />5.3. CUSTOMER's site(s) must have adequate conditions as to
<br />environmental, power, and space requirements for installation of
<br />equipment. Installation will be carried out either by CUSTOMER or by
<br />CLARO ENTERPRISE SOLUTIONS, as indicated in the Order Form.
<br />5.4. When access to CUSTOMER premises is required pursuant to an
<br />Order Form or project implementation plan, CUSTOMER shall provide
<br />CLARO ENTERPRISE SOLUTIONS and/or its contractors with (a) access
<br />to CUSTOMER premises during normal business hours, (b) a suitable and
<br />safe working environment, and (c) such facilities and services at
<br />CUSTOMER premises, as CLARO ENTERPRISE SOLUTIONS requires
<br />in order to carry out its respective obligations.
<br />5.5. CUSTOMER shall assign a service administrator who has a
<br />comprehensive understanding of CUSTOMER's network, technologies
<br />and telecommunications systems to act as the single point of contact to
<br />interact with CLARO ENTERPRISE SOLUTIONS and/or its contractors.
<br />The service administrator is expected to be authorized to make decisions
<br />on CUSTOMER's behalf regarding the service implementation.
<br />5.6. CUSTOMER must provide additional information if required by
<br />CLARO ENTERPRISE SOLUTIONS to deliver the Managed Perimeter
<br />Security Service, such as a list of user's full name, corporate resources
<br />such as servers, routers, switches, databases, laptops, desktops, mobile
<br />devices and tablets, enterprise security policies, additional security -
<br />specific information, such as IP addressing, access lists, and exceptions,
<br />all of which shall be detailed in the Technical Proposal.
<br />6.0. Monitoring and Man@ ement Service Sco e (applicable only if
<br />ordered on a res ective Order Form
<br />6.1 Management and Monitoring from CLARO ENTERPRISE
<br />SOLUTIONS Network Operations Center / Security Operations Centers
<br />(SOC) — CLARO ENTERPRISE SOLUTIONS will provide services
<br />through its NOC/SOCs staffed by technology specialists who are
<br />governed by documented operations methodologies based on based
<br />practices and certified in ISO 270001.
<br />6.2 Proactive Monitoring —The proactive monitoring includes not only
<br />automated monitoring, but also human monitoring of alarms, analysis of
<br />these alarms, and communications to CUSTOMER to inform about
<br />security incidents detected by the SOC correlation engine and validated
<br />by CLARO ENTERPRISE SOLUTIONS cyber analysts.
<br />6.2 Incident Management Dashboard. CLARO ENTERPRISE
<br />SOLUTIONS consolidates the information on a cloud -based platform,
<br />correlates events, analyzes security incidents and presents it in a friendly
<br />format through a CUSTOMER -facing portal. Through this portal,
<br />CUSTOMER can get statistics on security events and visibility of total
<br />tickets..
<br />Incident management includes the following: Reports/Event Detection,
<br />Fault/Incident Recognition, Event Analysis, Periodic Updates, Resolution
<br />Notification Incident, Reason for Outage (RFO), Ticket Closure.
<br />The CUSTOMER Service Administrator is responsible to provide the first
<br />level of support to CUSTOMER's Users and to interact with CLARO
<br />ENTERPRISE SOLUTIONS Network Operations Center ("NOC").
<br />6.4 The service level objectives ("SLO") for the MPS Managed Perimeter
<br />Security, portion of the Service, if elected by CUSTOMER are shown in
<br />Table 1.
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