This Specific Terms form the Agreement between you and SPTel Pte. Ltd. (Reg No. 199700517K).  

It is agreed between the Parties as follows:

1. Service Definitions

1. Managed Perimeter Protection (“MPP”) Service 

1. In relation to each Order, we will use reasonable endeavours to commence providing ThreatProtect and/or IntranetProtect Services pursuant to such Order on the date of Acceptance for such MPP Services. Such Services will thereafter be provided for the Service Term subject to the termination clauses of this Specific Terms and the General Terms.

1. SPTel’s Internet Service and IPVPN are pre-requisites for our ThreatProtect and IntranetProtect Service respectively. You may apply for the aforesaid internet access and IPVPN services through our customer portal.

1. Each order for ThreatProtect and/or Intranet Protect applies to only one Internet Service and IPVPN provided by us respectively under an Order. 

1. MPP Service offers a “Physical CPE Upgrade” for customers who wish to have on-premise based appliance protection instead of the default virtual firewall service. Our terms and conditions for such Managed CPE shall apply to such appliance(s) in addition to this Specific Terms.

1. Upon successful subscription of the Service, you would be entitled to access our online system(s) via a single user ID as provided by us which will include information regarding such firewall security events. You may request access for additional users for a fee.

1. You may select to upgrade your subscription to a higher tier of Service or downgrade your subscription to a lower tier of Service at any time through our customer portal. There will be no Early Termination Charges applicable in the event that you upgrade your subscription to a higher tier of Service. However, Early Termination Charges will be applicable if you downgrade your subscription to a lower tier of Service. For avoidance of doubt, any change to the subscription of Service will result in a new term of the Terms of Service, which shall commence on the date of the change. 

1. A request for bandwidth upgrade or downgrade in relation to the associated Internet Service or IPVPN may result in a consequent upgrade or downgrade to the Service. You will be responsible for the additional charges or Early Termination Charges for such change to the Service.

1. You agree that: 

1. The Service is subject to availability of resources, including but not limited to, technical capacity, our delivery systems, network availability and our area of coverage at the time at which the Service is requested or delivered.

1. You are responsible to provide the firewall policies as pre-requisite for the activation of the Service.

1. Auto-trigger email alerts on detected events are subjected to your internet connectivity and network condition.

1. We may modify and/or replace the Service by remote changes to software, and/or the terms under which the Service are provided, at our discretion, at any time. Those changes may interrupt the Service. 

1. We are not the manufacturer of the Service and that we shall not be responsible for any defects or any loss or damage arising out of such defects, even if we supplied the Service.

1. You must not resell the Service or otherwise provide to third parties without our prior written consent, whether for profit or not.

1. If you subscribe to any Third Party services directly, you shall be responsible for adhering to the Third Party's terms of service. In no event shall we be responsible for any of the Third Party's performance of the service which you subscribed directly. 

1. You shall not use the Service in any manner or for any purpose which may constitute a violation or infringement of the rights of any party including but not limited to their intellectual property or confidentiality rights.

1. You must not make or attempt any unauthorised access to any part or component of the Service, the network or any third party systems or networks to which you can connect through the Services directly or otherwise.

1. You must not disrupt the various networks that are connected to the Service or violate the regulations, policies or procedures of such networks.

1.  No Warranties

1. This Service is provided “as it” and without any representation of warranty, whether express, implied or statutory. We specifically disclaim any merchantability, fitness for a particular purpose. 

1. We do not guarantee:

1. Continuous and uninterrupted performance of the Services.

1. Any traffic delays or other changes to traffic caused by the implemented firewall policies.

1. Cybersecurity events not detected or protected by us.

1. We do not warrant the accuracy, reliability or quality of any Content obtained through the Service; and that the Service and access to them are error free and uninterrupted or available at all times.

1. Processing of instructions submitted via telephone 

4.1       You may instruct us to act in accordance with your instructions submitted via telephone which are related to the subscription of Services, activation of Services, deactivation of Services and/or termination of Services.

1. We shall process the instructions after making proper verification. For the purpose of proper identification, you shall correctly answer our verification enquiries. We shall have the right to refuse to act upon your telephone instructions if:

1. the caller is not one of the authorized person(s) stated at clause 6.1.2;

1. the caller does not respond correctly to the enquires for the purpose of proper identification; 

1. You shall be responsible for any and all sums payable arising from your instructions to us. We shall bear no liability for any loss incurred by you for processing instructions submitted in accordance with these terms and/or as a result of misinterpretation of an instruction due to any error, ambiguity or inaccuracy of the instruction.

1. Charges 

1. The Charges payable in relation to each Order do not include cross-connect charges that you may have to incur in connection with the provision of the Service pursuant to such Order unless otherwise stipulated in Order.

1. If there is a Fault in any month which entitles you to receive a Service Credit Rebate (as set out in this Specific Terms), the relevant Service Credit Rebate will be applied to the Charges for the following month. Such Service Credit Rebate (if any) shall be your sole and exclusive remedy (and our sole and exclusive liability) in respect of such Fault.

1. We reserve the right to charge you for expenses incurred by us in investigating any Fault reported by you if the Fault is not due to or does not lie within our facilities or Network.

1. All orders are non-cancellable and all amounts paid are non-refundable.

1. Operational Terms and Conditions

1. You shall be responsible for:

1. Providing us with the names and contact details of any individuals authorised to act on your behalf for Service management matters.  We may also accept instructions from a person who we reasonably believe is acting with your authority. 

1. Assuring that only you or your designated users will access the Service and that you and all your users shall not share user IDs, passwords or other methods for accessing the Service with individuals who are not the designated users of the access provided by us.

1. Taking all reasonable steps to prevent unauthorised access to the Service.

1. If you become aware of any use of the Service that violates the requirements of Clause 6.1 above, you must take prompt action to suspend your use of the Service. We may ask you to take action within a certain time period. If you fail to comply with our request we may suspend your account.

1. Where you require a change to your Service’s policy settings, you may request additions, deletions, or modifications to your Service either on the customer portal or via an application form and we will provide you with the means to request Soft Changes. Such requests shall be subject to additional charges. 

1. Either Party detecting a Fault in the Service shall notify the other Party as soon as reasonably possible. Our contact details will be provided in our service handover document. Your contact details shall be the details provided by you on in our customer portal. You will reasonably cooperate with us in respect of any fault investigation pertaining to the Service or cyber-attacks.

1. Any Service failure such as Fault, missed events or increased false positives due to changes to the system configurations requested by you is your sole responsibility. Any Charges for rectifying such failure caused by you or any third parties will be borne solely by you.

1. We reserve the right to immediately stop any ongoing mitigation initiated by you, if any, with or without notice to you, if we determine in our absolute discretion that such mitigation will or may affect the Service's infrastructure, and/or the Network. We will not be liable to you or any third party for the foregoing.

1. We may, in our absolute discretion and without notice to you, trigger a black hole if necessary to prevent any harm or imminent harm (such as interruption, disruption, congestion, signal leakage and/or any unauthorised action) to our network or the networks of third parties. 

1. Rights in Managed Perimeter Protection Service

1. The provision of MPP Service pursuant to any Order does not give you any right, title or proprietary interest in the MPP Service. Any software provided to you or made available for your use is licensed only, is subject to any accompanying license agreement, and as between you and us, we retain title in all copies of the software. You do not obtain title to, or ownership of, any intellectual property rights in the software or any copies thereof.

1. We own the infrastructure that supports the MPP Service.

1. Except as expressly permitted, you must not grant any third party any right to use any MPP Service that has been provided to you.

1. Termination Rights supplementing the General Terms

1. Where the provision of the MPP Service is conditional on you subscribing to other services with us or satisfying minimum requirements of subscription to such other services from us ("Service Condition"), any violation of the Service Condition will also automatically terminate the MPP Service and you will be liable for Early Termination Charges. 

1. Where the MPP Service is subscribed as a secondary service to other Services provided by us, the termination of said Services would automatically terminate the MPP Services. In this event, an Early Termination Charge in respect of the MPP Services may be payable. 

1. The minimum period of Service shall be indicated in the Order. Unless otherwise agreed to in writing, when the minimum period of Service expires, this Agreement will be automatically renewed on a calendar monthly basis (based on the same terms and conditions except for Charges, which shall be based on our then prevailing Charges for the Services) unless you give us a written notice of termination at least 30 days prior to the expiry of the minimum period of Service or the renewed term.

1. Without limiting the foregoing, Clause 4, 5 and 6 will survive any expiration or termination of this Agreement. Upon the effective date of termination of the Agreement for any reason: (a) all rights granted to you under this Agreement, including your right to use the Service, will immediately terminate; (b) you must stop all use of the Service, and (c) you must return or, if we request, destroy any Confidential Information.

SCHEDULE A: SERVICE SPECIFICATIONS

Managed Perimeter Protection Service is a suite of security service crafted to deliver detective and preventive security measures or controls at the network perimeter of an enterprise network, defending the network against malicious intents and attacks approaching from the Internet or across customer sites connected via IPVPN. SPTel will provide to you the ThreatProtect “Enterprise” or “Premium”, or IntranetProtect option that you select in our online quotation. These options relate to the respective specifications set out in the table below and in any applicable subscription and will apply in accordance with the details set out in that subscription. 

On Demand Value Added Services (“VAS”)

SPTel offers On Demand Value Added Services below to our ThreatProtect “Enterprise”, “Premium”, or “IntranetProtect” option. Additional charges and minimum contract terms may be applicable. 

The following list specifically describes the feature set that will be offered in the service options. 

SCHEDULE B: CHARGES

SCHEDULE C: SERVICE LEVEL AGREEMENT

1. We will provide you with Service Level ("SLA") Targets and Rebates as follows:

1. Service Availability is calculated as a percentage of time that at least one feature of the service is in function within a given 30-day calendar month. Outage Minutes means the measurement in minutes from the time the Service is unavailable till resolution and is calculated after you open a Priority 1 trouble ticket with us. Service Availability excludes:
   1. The Internet Service is not available due to reasons such as a DDoS attack or Blackhole
   2. SPTel has chosen to withdraw the service in observation of product policies, and has duly informed the customer of the service withdrawal

Service Availability (%) = (1 - (Total Eligible Outage Minutes per Service per month) ) x 100

                                                      43,200 minutes                       

* Priority 1 means total loss of Service or degraded Service to the extent that it is unusable by you and you are prepared to release its Service for immediate testing.

1. Notification is calculated as the time from a High Severity incident is detected by us and informed to you via online alerts, email, or SMS. Notification excludes non-delivery due to inaccurate email address or phone number, missed calls or failure to access to our online portal.

1. Subject to the terms of this Schedule, you will be entitled to a Service Credit Rebate against the Monthly Recurring Charge where a Service to which the Service Level applies fails to be restored by us within the specified time period, as set out in the table in Paragraph 1 above.

1. Service Credit Rebate(s) will be applied against your account for the calendar month immediately following the month in which the Fault(s) occurred and is capped for all Service Levels at twenty percent (20%) of one (1) month’s MRCs for each affected MPP Service per month. Service Credit Rebates may not be transferred or applied to any other account.

1. Notwithstanding anything herein, the calculation of whether a Service Level is met or not, and shall not take into account Faults or other delays arising from or in connection with any of the following:
   1. Scheduled maintenance;
   2. Acts or omissions of you or of any Third Party, or any network, cable, equipment or system connected by you or any Third Party;
   3. Force majeure (as set out in the General Terms) or an inability to gain access to the location for fault isolation and restoration due to your direct or indirect act, omission or negligence.