SecureSite Service Terms

1. Application

These terms apply to our SecureSite service, and form part of our customer contract with you. They must be read in conjunction with our core terms at au.pacnet.com/terms-and-conditions/.

2. Service

2.1. The service we provide is an all in one solution in which we provide (subject to these Service terms):

2.1.1. Internet connectivity;

2.1.2. a preconfigured Cisco firewall / router device;

2.1.3. monitoring service;

2.1.4. hardware maintenance; and

2.1.5. device management.

2.2. The collective offerings under clause 2.1 are the service we provide you under these service terms.

2.3. Any applicable minimum term relates to the service as defined in clause 2.2.

2.4. All Internet connectivity services we provide within this service are subject to the applicable Category and Service Terms, but where they conflict, these service terms prevail to the extent of the inconsistency.

3. Provisioning

3.1. If we agree to provide you with this service you must immediately complete our SecureSite Application Form (to enable us to set up your monitoring and configure your Device) and return it to us.

3.2. If the SecureSite Application Form is incomplete or is not returned to us, then provisioning of your service will not commence until we receive a completed form.

3.3. We do not provide on-site setup for this service, this remains your responsibility.

3.4. Every Device will be prepared in accordance with the standard configuration, unless:

3.4.1. you tell us otherwise and we agree; and

3.4.2. you pay our additional fees.

4. Hardware

4.1. We will provide you with a list of Devices which you can choose from and you are solely responsible for choosing the Device that is the most appropriate for your requirements.

4.2. Subject to clause 4.4, if the Device is or becomes defective during the minimum term of your customer contract, then we will:

4.2.1. send you the reconfigured replacement Device within 2 business days where you are in a metropolitan area of Brisbane, Sydney or Melbourne;

4.2.2. send you the reconfigured replacement Device within 3 business days where you are located outside of the locations in clause 4.2.2;

4.2.3. if you are a metropolitan priority subscriber, send you the reconfigured replacement Device within 2 business hours;

4.2.4. if you are a regional priority subscriber, send you the reconfigured replacement Device within 4 business hours.

4.3. You must return the faulty/defective Device back to us within 7 days. If you do not return the defective Device to us within 7 days we will charge you for the replacement Device you have received.

4.4. Where we reconfigure a replacement Device, it will be (the same or similar to the Device it is replacing) to the same specification as the Device it is replacing, unless you instruct us otherwise in writing.

5. Device management

5.1. Subject to clause 5.2, you may request to change your Device configuration:

5.1.1. provided you have first provided us with a written authority in a form that we first approve;

5.1.2. at anytime.

5.2. Where you request a change to your Device configuration you may:

5.2.1. only do so twice in a calendar month, otherwise you must pay us additional fees;

5.2.2. only make minor changes;

5.2.3. make changes other than minor changes, provided:

5.2.3.1. we agree in writing; and

5.2.3.2. you pay our additional fees.

5.3. Where you request that we make any changes, those changes will be implemented within a reasonable time, but we do not warrant when we will make the changes.

5.4. For the purpose of these service terms minor changes to Device configuration are:

5.4.1. LAN IP Address, addition, removal or change;

5.4.2. WAN IP Address, addition, removal or change;

5.4.3. DHCP, addition, removal or change;

5.4.4. Static Route, addition, removal or change;

5.5.5. Network & Port Address Translation (NAT/PAT): Alteration or removal of existing NAT/PAT rules on existing IP space;

5.5.6. Intrusion Prevention System (IPS): Alteration or Removal of Existing IPS rules;

5.5.7. Access Control List (ACL): Alteration or removal of existing ACL Rules;

5.5.8. Stateful Inspection Firewall (SIF): Alteration or removal of existing SIF Rules; and

5.5.9. Pacnet Traffic Prioritisation (QoS), Alteration or Removal of Existing Rules.

6. Monitoring

6.1. Subject to clause 6.2 the monitoring services we provide within this service are subject to our Monitoring Service Terms, but where they conflict, these service terms prevail to the extent of the inconsistency.

6.2. Despite anything to the contrary we only provide Level 1 monitoring to the single IP address of your Device as part of this service.

7. Acknowledgements

You acknowledge:

7.1. changes to your Device configuration may not be made immediately;

7.2. you are solely responsible for choosing the most appropriate Device for your purposes;

7.3. we cannot warrant that any Device configuration we make is the most appropriate for your purposes, and that you should obtain your own independent advice;

7.4. use of the Internet subjects your computer to risk and hardware firewalls do not provide absolute protection against all threats;

7.5. a firewall is only one element of a secure network, and alone is not sufficient to create acceptable security;

7.6. other vulnerabilities in a computer can substantially undermine the security which might otherwise be afforded by a firewall;

7.7. any connection between the internal network and the external network can reduce the security of the internal network. Connections are necessary for services like email and World Wide Web access to work, so firewall based security necessarily involves balancing the security of the internal network against the value of connections to external networks;

7.8. you must review the rule sets in your Device immediately after we make a minor change or configure the Device to determine whether these rule sets are suitable to your security requirements;

7.9. we only configure and make changes to Device configuration solely on the basis of your directions;

7.10. we do not provide advice or recommendations about configuration or rule sets, you are solely responsible for deciding which configuration and rule sets are the most appropriate for your Device.

7.11. we will not provide technical support for your VPN, VoIP or internal network unless we have agreed to do so or as part of our customer contract with you.

8. Dictionary

device any Cisco hardware, firewall / router we provide to you as part of the service
metropolitan priority subscriber a customer who has a metropolitan priority subscription
metropolitan priority subscription

a subscription service which provides a customer with a replacement Device within 2 business hours upon detection of a defect (by the customer), within a metropolitan area but provided the customer:

  1. has applied to be a subscriber with us;
  2. has its delivery location approved by us as qualifying for metropolitan priority subscription; and
  3. has paid the additional fees
minor changes are only those services outlined in clause 5.4
rule sets are the firewall rule sets which include ACF, SIF and IPS
regional priority subscriber a customer who has a regional priority subscription
subscription

a subscription service which provides a customer with a replacement Device within 4 business hours upon detection of a defect (by the customer), within a regional area but provided the customer:

  1. has applied to be a subscriber with us;
  2. has its delivery location approved by us as qualifying for regional priority subscription; and
  3. has paid the additional fees
standard configuration the Device is configured in accordance with any of the settings listed in clause 5.4.1 to 5.4.9 inclusive