This document outlines the terms and conditions, service descriptions, and service levels for Node4's Network Support Framework, which offers technical support and management services for network appliances like firewalls, SD-WAN, routers, switches, wireless access points, and load balancers. The framework provides a flexible model with three service tiers: Maintained, Monitored, and Managed, each offering different levels of support and features.
The document details specific terms, including cancellation policies, appliance misuse, pre-existing faults, and the use of third parties. It also covers fees, client responsibilities, and service provisions, such as break-fix support, vendor technical escalation, hardware maintenance, end-of-life advisories, monitoring, configuration backup, centralized system logging, threat intelligence feeds, service change management, and software vulnerability management. Furthermore, it addresses software updates, network appliances, appliance rental, supported versions, licensing, vendor service contracts, installation, and appliance failure procedures.
