Security Management

Wavelength Service management includes a number of security measures designed to protect management tools and processes from misuse or attack, including:

• Physical security – Network elements and network management systems are located in physically secure 5G Networks Data Centres or Third-Party Data Centres with physical access controls. Datacentres Operations.
• Access controls – Administrative access to network elements and network management systems is controlled by passwords and tokens.
• Role separation – Roles associated with AAA (Authentication, Authorisation and Accounting) activities are functionally separated.
• Anomalous activity – Network devices report on anomalous activity.
• Hardened configurations – Network elements and network management systems have hardened operating systems and configurations.
• Test and audit – 5G Networks performs pre-commissioning tests and regular rolling internal audits to ensure ongoing compliance with 5G Network’s Security Policy.

Service Request and Faults

Help Desk

5G Network provides Wavelength Service clients with a priority help desk facility that provides a single point of contact to knowledgeable staff for all client service issues.

5G Networks help desk logs and initiates work on all action requests and fault calls that are logged by the client or that arise out of the active monitoring (in-house only) process. All actions that result in infrastructure or configuration changes are carried out in accordance with the standard 5G Networks change management process.

5G Networks help desk provides first-line resolution of requests and faults and maintains ownership of all logged issues through to resolution, including interaction with any 5G Networks engineers, client or third- party people working to resolve issues requiring second-line or third-line resolution.

The 5G Networks Help Desk can be contacted through the following methods;

Contact Mode
Phone	1300 368 404
Email	wholesale.support@5gn.com.au
Wholesale 5GN Portal (to log a ticket)	https://portal.5gnetworks.com.au/support/

During support ticket logging, the Help Desk will determine the incident and/ or MAC requests criticality and priority. The response and target resolution time will be determined by this priority (incidents only)

Levels	Decscription
Priority 1	Total outage. Severe Business Impact
Priority 2	Service Degradation. Service unusable resulting in high impact to business
Priority 3	Minor degradations, however, services still usable and/ or curtail aspect of service unavailable.
Priority 4	No or very minimal impact. Intermittent or Minor issues.

Faults

All faults that may occur are directed to the 5G Networks help desk in the first instance. The help desk enters the fault details into the fault system and gives the client a unique fault number for referencing during the fault rectification progress.

In most cases faults can be fixed remotely by 5G Networks Engineers using network access. In cases where faults cannot be fixed remotely, 5G Networks staff or service agents are dispatched to site to repair or replace faulty items.

5G Networks uses its own staff, third (supply partners) party or contracted service agents to provide on-site support for equipment that forms part of the client’s Wavelength Service.

Once a fault is cleared, 5G Networks contacts the client to confirm the Wavelength Service is fully operational and available for use.

*Third Party – 5GN staff will liaise with third party and will update the customer

Standard Resolution Target SLA Table

Levels	Initial Response	Update Frequency	Resolution Target*
Priority 1	30 Min	1 Hour (unless otherwise agreed)	8 Hours
Priority 2	1 Hour	2 Hours (unless otherwise agreed)	24 Hours
Priority 3	2 Hours	4 Hours (unless otherwise agreed)	48 Hours
Priority 4	4 Hours	4 Hours (unless otherwise agreed)	96 Hours

Condition which impacts resolution target time frame:

• Resolution Target SLA will be exempted if incident is classified due to force majeure.
• Reasonable travel time if onsite attendance is needed.
• Resolution time excludes when ticket has been “on hold customer” or “under monitoring” for stability.

*80% resolution target percentage

Service (MAC – Move, Add & Change) Changes

All types of MAC request will log via help desk to provisioning by customer (authorised person defined in Salesforce). The help desk enters the MAC details into the system and gives the client a unique reference number during the MAC request progress.

Once MAC request will complete than bill will be changed at the date request was action and complete.

• Product add-ons anytime on their service.
• Upgrade their committed bandwidth or usage tier at any time. They will be charged for the higher tier service price agreed within the contract.
• Downgrade their committed bandwidth or usage tier, but they may be liable to pay any costs incurred based on contract agreement. Contract will need to be renegotiated in case of service downgrades.

MAC Type	Description
Simple	Remote changes within business hours - no impact on the service while actioning a request.
Complex	1 - Services interrupted within Business hours. 2 - After hours remote changes. 2 - On-site business or after hours.

MAC Type	Fee
Simple	POA*
Complex	POA*