All of the following SLAs, except for the Installation Guarantees and Disaster Site Firewall-Specific SLAs, apply for Managed Firewall - Enterprise and Disaster Site Firewall.
The Installation Guarantees do not apply for Disaster Site Firewall.
A Managed Firewall - Enterprise and Managed Firewall service level agreement (SLA) ensures an expeditious installation process. Verizon Business commits to ship the firewall within 14 business days of receipt of final and validated version of configurations from the customer. Security Services will build and ship the firewall in a "plug-and-play" mode based on customer specifications.
In order to guarantee that the agreement is met, an installation SLA remedy has been put in place. The remedy is only available if Verizon Business fails to meet the SLA objectives. The customer is responsible for submitting a claim on or before the fifth business day following actual installation. This claim form can be found at the Intermanage secure website. If Verizon Business fails to meet the SLA requirements, Verizon Business commits to providing a credit equal to 50 percent of the installation fee. A customer's failure to submit the claim form by the fifth business day immediately following installation constitutes a waiver of this remedy.
Should the Security Operations Center (SOC) receive a Critical 1 alert indicating a firewall is unavailable, the SOC will notify the customer's primary firewall administrator by SMS-enabled device within 15 minutes of the "Firewall Unavailable" alert.
It is the customer's responsibility to ensure the accuracy of the customer's primary administrator's contact information listed on the Intermanage website. If the information is incorrect or incomplete, the SLA is void.
The customer will receive one day of credit per each separate outage that is not communicated within 15 minutes of the "Firewall Unavailable" alert. Credit will not exceed one month of service within each billing month.
Verizon Business guarantees that one of the two firewalls in the High Availability (HA) solution will always be up and available to pass traffic 100 percent of the time. The calculation of this time does not include the failover time between the firewall devices and any other peripheral devices included in the customer solution.
The customer will receive one day of credit for each instance in which both firewalls in an HA solution are not passing traffic. Credit will not exceed one month of service within each billing month.
Verizon Business guarantees to meet the completion times indicated in the following chart for all administrative changes:
| Administrative Change | Completion Time |
| Delete 1-20 users | Within two hours |
| Add or modify users (up to 20) | Completed within six hours |
| Updating of blocked sites list | Completed within 24 hours |
| Add or modify a rule | Within four hours |
The request for credit form is located on the Intermanage website.
NOTE: NOT STANDARD - Requirements noted below
The Hardware Replacement SLA offers customers two options: Hardware Replacement Time - 4-Hours and Hardware Replacement Time - Next Business Day.
Should Verizon Business determine the firewall customer premises equipment (CPE) needs to be replaced, Verizon Business guarantees:
Verizon Business will determine, based on the following three criteria, if a customer is eligible for the 4-Hour Hardware Replacement SLA prior to dispatching the service. Note: Customers must meet all three conditions noted.
This SLA guarantee is backed with an Verizon Business credit of one day of credit per hour above the 4-Hour Hardware Replacement figure multiplied by the number of replacements during the respective billing month. This is not to exceed one month's credit within each billing month.
If a customer's location(s) is not covered under the 4-Hour Hardware Replacement, Verizon Business also provides a Next Business Day SLA.
Should Verizon Business determine the firewall CPE needs to be replaced, Verizon Business guarantees:
Verizon Business will determine, based on the following three criteria, if a customer is eligible for the Next Business Day Hardware Replacement SLA prior to dispatching the service. Note: Customers must meet all three conditions noted.
This SLA guarantee is backed with an Verizon Business credit of one day of credit multiplied by the number of replacements during the respective billing month in which the hardware was not replaced by the following business day. This is not to exceed one month's credit within each billing month.
Verizon Business will support activation of the disaster recovery site firewall device within four hours of receiving disaster notification from the authorized customer POC. This SLA covers the Security Operation Center (SOC) talking the onsite customer POC through the process to plug in and turn on the disaster recovery firewall.
Verizon Business will process any firewall configuration changes received by the customer POC after the activation of the disaster recovery site firewall device within four hours. (This assumes an average number of rules; more than 25 rules will not be covered by an SLA).