Install on SDC-managed hardware platform, configure and test
Administer security rule definitions
Define and manage any associated log and archive files
Monitor, troubleshoot, and tune usage for optimum performance and availability
Consult with vendor technical support staff to escalate issues that cannot be resolved internally
Alert network customers of suspicious network activity that may impact them
Notify customers of requested SDC upgrades
Patch and upgrade products
[1] SDC policy on supported software versions will be developed at a later time
Customer Responsibilities
Designate a point of contact for receiving security alerts and security log information specific to the customer
Report customer action taken as the result of a security alert
Coordinate schedules of upgrades and product releases so that important customer activities (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes
Who to Call
Your account manager can help answer any questions you have about this service, contact the SDC Service Desk at (503) 373-1000 or e-mail SDC Service Desk.
What to ask for:
Information regarding intrusion detection
Other
Service Levels:
Service levels to be provided in later revisions of this document.
