These Network Services Terms & Conditions (“Terms”) apply to all Cyberwall Security Network-as-a-Service products (collectively, “NaaS” or “NaaS-LAN Services”) purchased by Customer and form part of the Customer Service Order and Master Services Agreement between the Customer and Cyberwall Security (the “Agreement”).

1. Cyberwall Security Responsibilities

  1. Maintain the software and hardware supplied by Cyberwall Security that support and deliver the NaaS-LAN Services.
  2. Provide Customer support through Cyberwall Security’s standard ticketing and escalation processes when requested by the Customer.
  3. For equipment that Cyberwall Security has provided: 
     (a) Ensure current configurations are maintained, manage configuration updates, and resolve hardware issues; 
     (b) Facilitate the Return Merchandise Authorization (RMA) process with the equipment manufacturer if hardware fails, with Customer cooperation as reasonably needed.
  4. Cyberwall Security reserves the right to schedule all maintenance and service work.

2. Customer Responsibilities

  1. Customer must provide and maintain a stable on-site network environment, including proper cabling, adequate power, sufficient space, and appropriate environmental conditions (e.g., temperature and humidity control).
  2. When reasonably possible, Customer agrees to provide basic physical assistance in troubleshooting hardware issues. If Customer cannot provide such assistance and resolution falls outside the scope of NaaS/NaaS-LAN Services, a service dispatch may be required (and could incur charges). Cyberwall Security is not responsible for maintenance of customer cabling or fiber jumpers.
  3. Customer should implement and maintain best-practice IT security measures appropriate to its business.
  4. All actions taken by the Customer must comply with Cyberwall Security’s Acceptable Use Policy (posted on the company’s legal page).
  5. Customer will coordinate with Cyberwall Security to schedule work at mutually agreeable times.
  6. Requests for expedited work may result in additional charges.

3. WAN Edge – Customer Responsibilities

  1. When Customer provides circuit connectivity (e.g., internet or WAN circuits), the Customer is responsible for managing its relationship with its circuit provider. Cyberwall Security will not open or manage outage tickets with the Customer’s third-party circuit vendor.
  2. Customer must supply Cyberwall Security with all necessary circuit and IP information required to support the WAN Edge service (including information about non-Cyberwall Security provided circuits, subnet usage, and special routing needs).

4. Equipment Qualification

“Cyberwall Qualified Equipment” means equipment that:

  • (i) is supplied to the Customer under a current Service Order with Cyberwall Security,
  • (ii) the manufacturer still supports, and
  • (iii) has not been declared end-of-life by the manufacturer.

5. Data Required from Customer

In order for Cyberwall Security to support WAN Edge services, Customer must provide:

  • circuit specifics for any Customer-provided WAN connectivity,
  • LAN subnet and usage details, and
  • any special routing or configuration requirements.