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Bigleaf Edge Firewall Service Description

  1. Edge Firewall Service. These terms apply when Customer orders or activates Bigleaf’s Edge Firewall service for itself or an End User in accordance with the Applicable Agreement, including through Bigleaf Cloud Connect or another Bigleaf-approved ordering process. “Firewall Service” means the separately purchased Edge Firewall and the related firewall functionality, software, firmware, dashboard features, configuration tools, logging capabilities, and services made available by Bigleaf for use with supported Bigleaf CPE at the site(s) identified through the applicable ordering process. For clarity, the Firewall Service does not include limited firewall functionality included with another Bigleaf service unless Customer separately orders or activates the Edge Firewall. As used in this Firewall Service Description, “Applicable Agreement” means the agreement between Bigleaf and Customer that otherwise governs Customer’s purchase, use, resale, distribution, or management of the Firewall Service, together with any applicable order form, electronic ordering or provisioning confirmation, amendment, or addendum.

    The Firewall Service is included within the “Services” under the Applicable Agreement. If there is a direct conflict between this Firewall Service Description and the Applicable Agreement, this Firewall Service Description will control solely with respect to the subject matter of the Firewall Service and only to the extent of the conflict; provided, however, that the applicable ordering document or confirmation will control as to the site(s), quantities, pricing, subscription term, and other product-specific commercial terms expressly stated in it. No other provision of an ordering document or confirmation will modify this Firewall Service Description unless it expressly identifies the provision being modified.

  2. Scope of Firewall Service. The Firewall Service provides firewall functionality on supported Bigleaf CPE at each Customer or End User site identified in the Applicable Agreement or Bigleaf Cloud Connect for which the Edge Firewall has been ordered or activated. Depending on the network configuration and other technical requirements, the Firewall Service may include features such as firewall rules, traffic filtering, NAT-related functionality, VLAN-related functionality, policy configuration, dashboard controls, firewall logs, and other features made available by Bigleaf. Bigleaf may modify, update, or improve the Firewall Service from time to time, provided that such changes do not materially diminish the overall functionality of the Firewall Service purchased by Customer during the applicable subscription term.

  3. Customer and End User Responsibilities. Customer is responsible for determining, approving, and periodically reviewing and updating, as appropriate, the firewall rules, allowed and blocked traffic, access controls, network configuration, IP addressing, VLAN configuration, NAT configuration, and other security and policy decisions applicable to its network. If Customer makes the Firewall Service available to an End User, Customer will ensure the End User assumes those responsibilities for its network. Customer remains responsible for these decisions and for the accuracy and completeness of its instructions. Bigleaf may assist with initial implementation and subsequent changes, but does not independently determine or manage Customer’s or any End User’s security policies and will implement policy or rule changes only at the direction or with the approval of Customer, the applicable End User, or an authorized partner acting on behalf of Customer or the End User.

    Customer will provide, and will cause its End Users to provide, all information, permissions, credentials, and technical cooperation reasonably required for Bigleaf to provision, operate, support, and troubleshoot the Firewall Service. Customer will safeguard administrative credentials and promptly notify Bigleaf of any known or suspected unauthorized access to the Firewall Service. Customer will use, and will cause its End Users to use, the Firewall Service in accordance with applicable Bigleaf documentation, the AUP, applicable law, and the Applicable Agreement.

  4. Partner, Distributor, and Service Provider Responsibilities. This Section 4 applies if Customer resells, distributes, manages, or otherwise makes the Firewall Service available to an End User. Customer will provide or arrange for the provisioning, configuration, technical support, troubleshooting, escalation, and other support assigned to Customer under the Applicable Agreement. Bigleaf will provide the support assigned to Bigleaf under that agreement.

    Customer will ensure that its resellers, sub-distributors, and End Users, as applicable, are bound by and comply with terms consistent with this Firewall Service Description. Customer will not make any representation, warranty, or commitment concerning the Firewall Service that is inconsistent with the Applicable Agreement, this Firewall Service Description, or Bigleaf’s documentation. Except as expressly provided in the Applicable Agreement, Bigleaf has no direct contractual or support obligation to any reseller, sub-distributor, or End User.

  5. Security Disclaimer. Customer acknowledges that no firewall service can detect, prevent, block, or remediate every threat, vulnerability, intrusion, unauthorized access, malware infection, attack, data loss, or other security incident. The Firewall Service is one component of Customer’s security program and is not a substitute for other security controls, monitoring, endpoint protection, backups, or incident-response measures appropriate for Customer’s or its End Users’ networks.

    Except as expressly provided in the Applicable Agreement and to the maximum extent permitted by applicable law, Bigleaf does not warrant that the Firewall Service will detect, prevent, block, or remediate every security threat or that it will be error-free, uninterrupted, or invulnerable to attack.

  6. Configuration Changes and Service Impact. Customer acknowledges that enabling, disabling, modifying, migrating, or removing the Firewall Service may require changes to Customer’s or End Users’ network configuration and may cause service interruptions, connectivity or routing changes, or other network impacts. Customer is responsible for reviewing and approving requested configuration changes and for implementing or arranging appropriate testing, maintenance windows, rollback plans, and business-continuity measures.

    Subject to the Applicable Agreement, Bigleaf is not responsible for service interruptions or other impacts to the extent resulting from: (a) changes implemented in accordance with Customer’s or an End User’s instructions or approval; (b) inaccurate or incomplete information or configurations provided or approved by Customer or an End User; (c) failure to follow Bigleaf’s documentation or reasonable recommendations; or (d) third-party networks, equipment, software, or services outside Bigleaf’s reasonable control.

  7. Firewall Logs and Data. The Firewall Service may collect or generate configuration data, firewall logs, security events, traffic metadata, IP addressing information, Customer-defined security policies, credentials and other security information associated with Customer-configured functionality, and other technical or operational information necessary to provision, operate, support, troubleshoot, and secure the Firewall Service (“Firewall Data”). Firewall Data will be treated as Customer Data under the Applicable Agreement. Customer authorizes Bigleaf and its service providers to collect, access, use, process, and disclose Firewall Data as reasonably necessary to provide, operate, support, troubleshoot, secure, and maintain the Firewall Service and to comply with applicable law.

    Bigleaf does not retain Customer network traffic. At Customer’s request, Bigleaf may temporarily collect such traffic for targeted diagnostics or routine troubleshooting. Bigleaf personnel and service providers supporting delivery of the Firewall Service may access Firewall Data only as reasonably necessary to provide and support the Firewall Service.

    Bigleaf may generate and use anonymous or aggregated Usage Data derived from Firewall Data as permitted under the Applicable Agreement. Customer is responsible for providing any required notices and obtaining any necessary rights, permissions, or consents from its End Users and other affected persons concerning the collection and processing of Firewall Data.

    Firewall Data associated with a site will be retained for the duration of the Firewall Service at that site and deleted following the effective date of cancellation or termination, except that firewall logs may be retained for up to 90 days following termination. Firewall logs are not intended to serve as Customer’s system of record. Customer is responsible for preserving any Firewall Data it is legally or operationally required to retain.

  8. Exclusions. Unless expressly included in the Applicable Agreement, the Firewall Service does not include managed security or security operations center services; continuous human monitoring; incident response or forensic services; penetration testing; vulnerability assessment or remediation; endpoint or identity security; third-party SIEM integration; design or ongoing management of Customer’s security policies or custom firewall rules; professional services; or on-site services. Customer remains responsible for third-party hardware, software, networks, services, and integrations not provided by Bigleaf.

  9. Activation, Billing, and Term. Customer orders the Firewall Service only by affirmatively selecting it on an applicable order form, through Bigleaf Cloud Connect, or through another Bigleaf-approved ordering process, in each case in accordance with the Applicable Agreement. An affirmative selection through Bigleaf Cloud Connect constitutes Customer’s binding order, and Bigleaf’s record or confirmation of the transaction will identify the applicable site, service selection, pricing, and subscription details. Merely making the Firewall Service available for purchase does not constitute an order.

    Bigleaf may condition activation and continued use of the Firewall Service on supported CPE, firmware, software, network configuration, and other reasonable technical requirements. Notwithstanding any general billing-commencement provision in the Applicable Agreement or an Order, and unless an applicable Order expressly states a different billing-commencement event for the Firewall Service, monthly fees for the Firewall Service at each site will begin as follows: (a) for a Customer purchasing under a retail service agreement, (i) ten (10) days after shipment of any associated CPE for a new site or hardware upgrade, or (ii) if there is no associated CPE shipment, upon activation of the Firewall Service; and (b) for a Customer purchasing under an MSP, service provider, distributor, or other wholesale partner agreement, (i) upon provisioning a new site with the Firewall Service enabled, or (ii) for an existing site, upon enabling the Firewall Service and saving the change. Customer’s delay in configuring, implementing, testing, or using the Firewall Service after the applicable billing-commencement event will not delay billing.

    The subscription term and provisions governing fees, renewal, suspension, cancellation, and termination will otherwise be governed by the Applicable Agreement.