Internet
Technologies
Angola, S.A.
Technologies
Angola, S.A.
Internet
Technologies
Angola, S.A.
Technologies
Angola, S.A.
Internet
Technologies
Angola, S.A.
Technologies
Angola, S.A.
1.1 “Recursos do Sistema” significa a CPU (Processador), Memória (RAM), armazenamento em disco e adaptador de rede (NIC) usados por um dispositivo, independentemente de esses componentes ou o dispositivo serem físicos ou virtualizados.
1.2 “Endereço IP privado” significa um endereço IPv4 que faz parte do espaço de endereço IP privado, conforme definido pelo padrão IETF RFC 1918. Este endereço IP não é diretamente acessível pela Internet.
1.3 “Endereço IP público” significa um endereço IPv4 que não faz parte do espaço de endereço IP privado, conforme definido pelo padrão IETF RFC 1918. Este endereço IP é diretamente acessível pela Internet.
1.4 “Disponibilidade do Serviço” significa a capacidade do Serviço de funcionar conforme acordado neste contrato.
1.5 “Infraestrutura Dependente” significa qualquer infraestrutura de propriedade, alugada e/ou gerida pela Internet Technologies Angola, S.A. da qual o Serviço fornecido ao Cliente depende, a fim de garantir a Disponibilidade do Serviço.
1.6. “Datacenter Internet Technologies Angola, S.A.” significa qualquer datacenter que ela utiliza, independentemente da propriedade do datacenter.
1.7. “Data Center Primário” significa o data center a partir do qual os Serviços normalmente estão localizados e acessíveis.
1.8 “Datacenter de DR” ou “Datacenter de Recuperação de Desastres” significa um datacenter fisicamente separado no qual os Serviços podem ser realocados e disponibilizados se o Datacenter Principal não estiver operacional.
1.9 “Service Request” means any request for support from the Customer to investigate a technical fault or to carry out configuration changes in relation to the Internet Technologies Angola, S.A. Services of which the Customer makes use.
1.10. “Tempo de Resposta” significa o período de tempo em que a Internet Technologies Angola, S.A. recebe uma Solicitação de Serviço do Cliente e a resposta, com a finalidade de sanar a falha ou efectuar alterações na configuração.
1.11. “Tempo de Resolução” significa o período de tempo entre uma Solicitação de Serviço relatada pelo Cliente e o momento em que a Disponibilidade do Serviço foi restaurada ou as alterações de configuração solicitadas foram executadas.
2.1 A Internet Technologies Angola, S.A. e o CLIENTE acordaram que o presente Contrato vigorará por um período INICIAL mínimo de 5 (cinco) anos a contar da data de activação dos vários serviços descritos nas Condições Particulares que dele fazem parte integrante.
2.2 Durante o “Período de Ativação”, entendido como o período compreendido entre a data de assinatura do Contrato de Prestação de Serviços e a data de activação dos serviços, o cliente não poderá rescindir este Contrato.
2.3 Após o período INICIAL mínimo de 5 (cinco) anos, o presente Contrato será renovado sucessiva e automaticamente por períodos de 2 (dois) anos, caso nenhuma das partes o tenha denunciado mediante comunicação escrita à Internet Technologies Angola, S.A. enviada à outra por correio eletrónico ou carta registada, com 180 (cento e oitenta) dias de antecedência relativamente ao termo do período INICIAL ou de qualquer das renovações sucessivas.
2.4 Sempre que o CLIENTE contrate novos serviços que impliquem a celebração de um ou mais novos Contratos de Prestação de Serviços com a Internet Technologies Angola, S.A. os novos contratos manter-se-ão independentes e serão regulados autonomamente em relação ao presente Contrato de Prestação de Serviços.
3.1. A Internet Technologies Angola, S.A. emitirá facturas antecipadamente relativamente aos períodos de prestação dos serviços contratados. Os pagamentos deverão ser recebidos no prazo de 30 dias a contar da data de emissão da factura.
3.2 O CLIENTE será responsável pelo pagamento da taxa única de instalação, que será paga juntamente com o valor correspondente aos serviços contratados, conforme fatura inicial a ser emitida pela Internet Technologies Angola, S.A. no âmbito do presente contrato. As facturas subsequentes serão sempre emitidas e pagas antecipadamente e serão relativas ao período com início no mês subsequente à data de emissão.
3.3 O preço dos Serviços é definido nas Condições Especiais do Contrato.
3.4 A Internet Technologies Angola, S.A. reserva-se o direito de cobrar juros sobre todas as facturas em atraso. Os juros serão cobrados à taxa de 12% ao ano. Os juros serão calculados diariamente e cobrados desde a data de vencimento da factura até à data da liquidação integral do respetivo pagamento (ambos os dias excluindo).
3.5. Os preços previstos nas condições específicas poderão ser actualizados a partir de 1º de janeiro de cada ano de vigência do contrato, de acordo com o Índice de Preços ao Consumidor (IPC) acumulado anualmente, publicado pelos órgãos oficiais. Os novos preços serão aplicados ao CLIENTE 30 dias após sua comunicação.
4.1. Ambas as partes concordam que os custos dos serviços de VPN (Rede Privada Virtual) e de Banda Larga Internacional são calculados de forma diferente. As partes reconhecem que os serviços de VPN não incluem Banda Larga Internacional. [Banda Larga Internacional refere-se especificamente a Conexão com a Internet, VPN Internacional ou qualquer outro serviço especificado].
4.2 Se as partes, a qualquer momento durante a vigência deste Contrato, concordarem em instalar ou integrar banda larga internacional ao serviço, tal Contrato de Serviço somente entrará em vigor após ser redigido e assinado por ambas as partes.
5.1. O Cliente reconhece que a Internet Technologies Angola, S.A. não pode exercer controlo sobre o conteúdo da informação que circula na rede, excluindo-se a Internet Technologies Angola, S.A. qualquer tipo de responsabilidade pela transmissão ou recepção pelo Cliente, ou pelos seus clientes, de qualquer tipo de informação ilícita.
5.2 O Cliente compromete-se a indemnizar e isentar a Internet Technologies Angola, S.A. de qualquer acção intentada por terceiros em que se alegue que a utilização da rede pelo Cliente violou qualquer direito de propriedade intelectual de qualquer natureza, ou qualquer lei ou regulamento angolano ou internacional. O Cliente deverá informar a Internet Technologies Angola, S.A. sempre que tais acções ocorram, e não deverá condicionar a Internet Technologies Angola, S.A. de exercer quaisquer direitos em sua defesa, transigir ou tomar quaisquer outras medidas que considere do seu interesse.
5.3 O Cliente pode usar a rede da Internet Technologies Angola, S.A. para se conectar a outras redes ao redor do mundo e o Cliente compromete-se a observar as políticas aceitáveis para o uso dessas redes. Além disso, o Cliente compromete-se a cumprir os protocolos e padrões da Internet definidos nas RFC1009, RFC1122, RFC1123 e RFC1250, bem como outros protocolos e padrões apropriados que possam surgir no futuro. Os documentos RFC mencionados acima podem ser consultados em www.rfc.net. Se o Cliente não cumprir os padrões RFC, a Internet Technologies Angola, S.A. notificará o Cliente e as partes cooperarão para resolver o problema. Se as partes não conseguirem resolver o problema dentro de um prazo razoável e a rede da Internet Technologies Angola, S.A. estiver ameaçada, a Internet Technologies Angola, S.A. poderá suspender o serviço até que o problema seja resolvido. Durante este período de suspensão, o Cliente não será responsável pelo pagamento das respectivas taxas. A suspensão do serviço será utilizada apenas como medida de último recurso. Caso o Cliente não cumpra estas políticas de utilização aceitável, a Internet Technologies Angola, S.A. informará o Cliente desse facto através de notificação escrita a cumprir no prazo de 14 dias.
5.4 O Cliente não pode utilizar a rede da Internet Technologies Angola, S.A. de forma imprudente, em detrimento da Internet Technologies Angola, S.A. ou dos clientes da Internet Technologies Angola, S.A. [Isto ocorre sempre que o Cliente excede continuamente a sua largura de banda contratada em mais de 50% por um período de uma hora, no caso de “Largura de Banda Limitada”. “Largura de Banda Limitada” significa que a Internet Technologies Angola, S.A. não permite que o cliente exceda a largura de banda contratada]. Neste caso, a Internet Technologies Angola, S.A. informará o Cliente e as partes cooperarão para resolver o problema. Se as partes não conseguirem resolver o problema dentro de um prazo razoável e a rede da Internet Technologies Angola, S.A. estiver ameaçada, a Internet Technologies Angola, S.A. poderá limitar o serviço à largura de banda contratada até que o problema seja resolvido satisfatoriamente.
5.5 A Internet Technologies Angola, S.A. pode permitir tráfego em rajadas se e quando solicitado pelo Cliente. O tráfego não é considerado em rajadas se, por um período consecutivo de 4 dias úteis, a média durante o horário normal (das 7h00 às 18h00) exceder a largura de banda contratada em pelo menos 50%. Se isso ocorrer, o Cliente será cobrado pela largura de banda maior pelo período indicado e será solicitado a actualizar o contrato. A Internet Technologies Angola, S.A. avisará o Cliente se a largura de banda for excedida dessa forma por um período de 3 dias úteis consecutivos. Neste caso, o Cliente terá a opção de instruir a Internet Technologies Angola, S.A. a limitar a largura de banda ao nível contratado. Se o Cliente escolher esta opção, não será cobrado pela largura de banda maior e não será obrigado a actualizar o contrato.
6.1 Colocation ou Alojamento de Equipamentos é o serviço que disponibiliza o espaço físico bem como toda a infraestrutura necessária para alojamento, armazenamento e operação de servidores aplicacionais e equipamentos de telecomunicações ao Cliente da Internet Technologies Angola, S.A..
6.2 A Internet Technologies Angola, S.A. fornecerá um ambiente de Colocation no Datacenter da Internet Technologies Angola, S.A. que atenda aos parâmetros internacionalmente aceites em relação à segurança física, redundância de links, condições ambientais e físicas, incluindo pisos elevados, sistema de ar condicionado e fontes alternativas de energia para os equipamentos alojados.
6.3 A gestão e manutenção dos equipamentos alojados, nomeadamente a instalação, manutenção, atualização, aplicação de patches correctivos ou qualquer outro tipo de actualização necessária, serão da exclusiva responsabilidade do Cliente, não existindo qualquer co-responsabilidade pela administração dos equipamentos alojados no Datacenter da Internet Technologies Angola, S.A.
6.4 As licenças de software, incluindo licenças de antivírus, para os equipamentos hospedados neste contrato serão de responsabilidade do Cliente.
6.5 É da exclusiva responsabilidade do Cliente configurar, monitorizar e manter, preventiva ou correctivamente, os equipamentos da sua propriedade alojados no Datacenter da Internet Technologies Angola, S.A., bem como zelar pela sua correcta instalação, actualização, reparação, compatibilidade e bom funcionamento durante a vigência do presente Contrato.
6.6 O Cliente é o único responsável por executar rotinas de backup dos dados e outras informações contidas no equipamento hospedado.
6.7 O Cliente obriga-se a configurar os seus equipamentos e/ou os equipamentos da Internet Technologies Angola, S.A. que lhe são disponibilizados, para funcionarem sempre de acordo com as especificações do fabricante, tais como tensão adequada, consumo de energia e demais condições de funcionamento.
6.8. A entrada e saída de qualquer equipamento no Datacenter da Internet Technologies Angola, S.A. deverá ser precedida de comunicação por e-mail para:
datacenter@paratus.ao com pelo menos 48 horas de antecedência.
6.9 No caso de equipamentos recebidos, o cliente deverá dirigir-se ao Departamento de Gestão do Datacenter para registar o seu número de série e preencher a ficha de identificação do equipamento.
6.10. Sempre que o equipamento alojado seja removido ou alterado pelo Cliente, este compromete-se a informar a equipa de Gestão de Datacenter da Internet Technologies Angola, S.A., para que esta possa registar a remoção do equipamento, através do correio eletrónico datacenter@paratus.ao, com uma antecedência mínima de 48 horas e a cumprir os procedimentos necessários para a saída do edifício.
6.11. Qualquer equipamento hospedado que comprovadamente esteja comprometendo o funcionamento da rede da Internet Technologies Angola, S.A. poderá ser desconectado, sendo o cliente informado para que sejam tomadas as medidas corretivas necessárias. Uma vez resolvido o problema, o equipamento em questão será reconectado e seu funcionamento monitorado.
6.12. Sempre que o Cliente detectar anomalias nos seus equipamentos que possam afectar a segurança da rede da Internet Technologies Angola, S.A., obriga-se a comunicar imediatamente esse facto à Internet Technologies Angola, S.A.
6.13. O Cliente compromete-se a fornecer à Internet Technologies Angola, S.A. os números de telefone de contacto e os nomes dos técnicos a contactar em caso de ocorrência anómala nos equipamentos alojados.
6.14. O Cliente obriga-se a fornecer uma lista de pessoas autorizadas a aceder ao Datacenter da Internet Technologies Angola, S.A., não sendo permitida a entrada de pessoas não devidamente autorizadas.
6.15. O acesso ao Datacenter da Internet Technologies Angola, S.A. está sujeito à identificação prévia pela Internet Technologies Angola, S.A. das pessoas autorizadas pelo Cliente.
6.16 As pessoas autorizadas pelo Cliente serão sempre acompanhadas por um técnico da Internet Technologies Angola, S.A. durante a sua visita aos Datacenters da Internet Technologies Angola, S.A.
6.17. As visitas ao Datacenter da Internet Technologies Angola, S.A. serão precedidas de solicitação dirigida à equipa de gestão da Internet Technologies Angola, S.A., através do endereço de correio eletrónico datacenter@paratus.ao, com a antecedência mínima de 48 horas, sendo a visita da Internet Technologies Angola, S.A. aprovada pela equipa de gestão do Datacenter.
6.18. O Cliente compromete-se a registar-se como Cliente no Datacenter da Internet Technologies Angola, S.A..
7.1 A menos que especificamente excluído, as seguintes condições aplicam-se a todos os Serviços incluídos neste contrato.
7.2 Os serviços estão disponíveis mediante assinatura e a propriedade nunca é transferida da Internet Technologies Angola, S.A. para o Cliente em relação a qualquer componente de hardware ou software.
7.4 Solicitações de serviço:
7.4.1 Sempre que o Cliente solicitar suporte técnico à Internet Technologies Angola, S.A. ou qualquer operação técnica realizada pela Internet Technologies Angola, S.A. que não esteja incluída na oferta do Serviço, conforme especificado pelo Cliente, os custos de suporte técnico serão cobrados adicionalmente através da aplicação de uma taxa horária.
7.4.2 Todos os pedidos de suporte ao Cliente que exijam uma alteração na configuração (ou seja, pedidos de alteração) devem ser feitos por escrito na forma de um e-mail para a Internet Technologies Angola, S.A., enviado para o endereço de e-mail fornecido pela Internet Technologies Angola, S.A..
| Classificação | Grau / Severity | Descrição |
|---|---|---|
|
Nível cliente 1 |
Crítico |
Não existe serviço disponível a mais do que um end user |
|
Nível cliente 2 |
Degradado |
Apenas um end user de cliente não tem serviço disponível |
|
Nível cliente 3 |
Menor com serviço Normal |
O serviço encontra-se disponível mas não em conformidade |
|
Nível cliente 4 |
Alteração de serviço |
Está disponível o serviço normal. Foram solicitadas alterações relacionadas com a configuração do serviço. |
7.5. Response times vary according to the level of criticality set out in point 7.4.3 above and will be resolved according to the table below:
Monday to Friday between 08:00 and 15:00
| Prioridade | Tempo de resposta | Tempo de resolução |
|---|---|---|
|
Prioridade 1 |
45 Minutos |
24 Horas |
|
Prioridade 2 |
2 Horas |
24 Horas |
|
Prioridade 3 |
4 Horas |
24 Horas |
|
Prioridade 4 |
48 Horas |
48 Horas |
Weekends, holidays and out of office hours:
Monday to Friday between 08:00 and 15:00
| Prioridade | Tempo de resposta | Tempo de resolução |
|---|---|---|
|
Prioridade 1 |
45 Minutos |
24 Horas |
|
Prioridade 2 |
2 Horas |
24 Horas |
|
Prioridade 3 |
4 Horas |
24 Horas |
|
Prioridade 4 |
48 Horas |
48 Horas |
7.6 Whenever the Customer believes that the services provided by Internet Technologies Angola, S.A. are not satisfactory, the Customer shall submit the issues to the Management team of Internet Technologies Angola, S.A..
7.7 Availability
7.7.1 Where guarantees are provided in relation to Service Availability, Service downtime caused by any of the following is excluded from the calculation of Service Availability:
7.7.1.1 In the event of a simultaneous primary and backup power failure in the datacenter where the Dependent Infrastructure is hosted.
7.7.1.2. scheduled maintenance, prior notification of which has been sent to the Customer and no objection has been received from the Customer.
7.7.1.3 Actions taken by the Customer.
7.7.1.4. the Customer’s failure to comply with the specifications as specified for the service.
7.7.1.5. failure to adhere to the Customer’s responsibilities as set out for the Service.
7.8 Support from Internet Technologies Angola, S.A.
7.8..1 Technical support
7.8.1.1 Technical support and the following maintenance services are included and do not incur additional costs for the customer:
7.8.1.1.1 The entire infrastructure depends on the service.
7.8.1.1.2. Technical support and maintenance for any of the following items will be charged to the customer:
7.8.1.1.2.1 Any failure related to incorrect configuration or tampering by the Customer.
7.8.1.1.2.2 Any task performed by Internet Technologies Angola, S.A. on behalf of the Client, where such tasks are within the scope of the Client’s Responsibilities.
7.8.1.1.2.3. software and hardware infrastructure owned or managed by the Customer or third parties.
7.9 Monitoring
7.9.1 Internet Technologies Angola, S.A. will monitor the Dependent Infrastructure 7 days a week and 24 hours a day and will act on any degradation of the Services to guarantee the agreed levels of Service Availability.
7.10. Responsibilities of the Client
7.10.1. The Client undertakes to notify Internet Technologies Angola, S.A. of any interruption observed in the Service, in order to avoid possible delays in the restoration of the Service caused by, but not limited to, cases in which the monitoring carried out by Internet Technologies Angola, S.A. has not indicated any interruption to the Client.
7.10.2 The Client must ensure that the use or installation of third party products, licenses and access keys in Internet Technologies Angola, S.A. products or services complies with the legal obligations, limitations, rights of use or any other legal requirements established by the third party supplier and/or supplier of such products, licenses and keys. It is the Customer’s responsibility to familiarize themselves with these requirements.
7.11. Service definitions
7.11.1 Hosted VPS
7.11.2 General
7.11.2.1 The Hosted Virtual Private Server (VPS) service offer provides a Virtual Server dedicated to the Customer, within which the Customer can install and run applications to meet their needs.
7.11.2.2 The legal obligations defined by the vendor or supplier of applications and licenses installed on the Virtual Server remain with the Customer.
7.11.3 Service delivery
7.11.3.1 Description of Services
7.11.3.1.1 The Customer is provided with a Virtual Server working on a shared physical infrastructure owned by Internet Technologies Angola, S.A. and located in the Datacenter.
7.11.3.1.2 Virtualization is provided through Hypervisor technology. The Hypervisor provides dedicated system resources for the virtual server.
7.11.3.1.3. The Customer may make exclusive use of the Virtual Server and the allocated System Resources will be accessed and used exclusively by the software installed on the Virtual Server.
7.11.3.1.4 Client access to the virtual server for system administration purposes is provided via remote control protocols, including but not limited to Microsoft RDP, VNC or SSH.
7.11.3.1.5 The Customer may remove, install and/or run any software within the Virtual Server, in any configuration required by the Customer, subject to any other terms and conditions relating to the use of the Service.
7.11.3.1.6. The virtual server is supplied with a static IP address, a public IP address or a private IP address, depending on the customer’s preference.
7.11.3.1.7 Virtual server disk data is stored on a combination of Solid State Drive (SSD) and traditional high-speed hard disk drives (HDD). Automated tiered storage technology automatically stores frequently accessed data on high-performance Solid State Drives (SSD) and moves less frequently accessed data to Hard Disk Drives (HDD). This process is transparent to the Client and ensures that optimal IOPS (Input / Output Operations per Second) are available to the Virtual Server.
7.11.3.1.8. External network access to the virtual server is not included. The connection between the virtual server and any external network that is not part of the IP network to which the virtual server belongs must be facilitated by means of an IP routing device and the associated network connection bandwidth, which may be provided autonomously by Internet Technologies Angola, S.A.
7.11.3.1.9 Additional Services – the following Services are optionally available to the Customer and are not included as standard:
7.11.3.1.9.1 Software
7.11.3.1.9.2 Internet Technologies Angola, S.A. has available for rental: software licensing for Microsoft Windows Server, Microsoft SQL Server and antivirus. Internet Technologies Angola, S.A. retains ownership of the software licenses and the software licenses are linked exclusively to the Virtual Server on which the software is installed and cannot be transferred to other Virtual Servers, nor to any infrastructure not belonging to Internet Technologies Angola, S.A.
7.11.3.1.9.3 Replication requires network bandwidth between the Primary and DR datacenters. This bandwidth may not be included in the Service and is available as an autonomous Service from Internet Technologies Angola, S.A.
7.11.3.1.9.4 VPS Disaster Recovery only provides failover in two datacenters for the configuration and data of Virtual Servers. Failover to the DR datacenter of another infrastructure on which the virtual server depends, e.g. network, is available as a standalone service.
7.11.4 Availability
7.11.4.1 Internet Technologies Angola, S.A. guarantees 99.5% service availability per month, subject to service interruption time caused by any of the following items excluded from the service availability calculation: System resource overload caused by applications installed or running on the virtual server.
7.11.5 Support service
7.11.6 Support from Internet Technologies Angola, S.A.
7.11.6.1 Technical support and maintenance of the following items are also excluded from the standard Services:
7.11.6.1.1. any software applications installed on the Virtual Server, including software rented from Internet Technologies Angola, S.A. and/or installed by Internet Technologies Angola, S.A. at any stage.
7.11.6.2 The Customer may receive a report after each backup job, including information on the success or failure of the backups, as part of the vBackup service. The reports will be sent by e-mail.
7.11.7 Customer specifications
7.11.7.1. The Customer must ensure that any system component, whether hardware or software, which is used directly or indirectly with the service, is compatible with VMWare Hypervisor virtualization technology.
7.11.8 Customer responsibilities
7.11.8.1. When Internet Technologies Angola, S.A. makes changes to the Virtual Server provisioning configuration, for example adjustments to System Resources, the Customer is responsible for any configuration changes required to the software installed on the Virtual Server in order for the changes made by Internet Technologies Angola, S.A. to be effective.
7.12. Hosted Firewall
7.12.1 Description
7.12.2 The Hosted Firewall Service offer provides a virtual Firewall dedicated to the Customer, with the aim of controlling network traffic relating to the Services provided to the customer hosted in the Internet Technologies Angola, S.A. datacenters.
7.12.3 Service delivery
7.12.4 Services
7.12.4.1 The Customer is provided with a dedicated Virtual Firewall, which operates on a shared physical infrastructure owned by Internet Technologies Angola, S.A. and located in the Internet Technologies Angola, S.A. Datacenters.
7.12.4.2 Customer will make exclusive use of the Virtual Firewall.
7.12.4.3. Client access to the Virtual Firewall for system administration purposes is via remote control protocols such as HTTPS and SSH.
7.12.4.4. The Virtual Firewall provides IP routing functionality, as well as additional functionality that can be applied to network traffic passing through the Hosted Firewall’s network interfaces.
7.12.5 Feature set
7.12.5.1 The “Basic” feature set includes the following functions:
7.12.5.1.1 Packet filtering – the criteria available for matching the IP network traffic to which the Virtual Firewall functions are applied are limited to the source or destination IP address and the source or destination OSI Layer 4 ports.
7.12.5.1.2 NAT – network address translation (NAT) service for translation between private IP addresses and public IP addresses.
7.12.5.1.3 RA VPN – Remote Access (RA) Virtual Private Network (VPN) service to facilitate on-demand private connectivity over the Internet between networks connected to the Virtual Firewall and individual remote users.
7.12.5.2 The “Advanced” feature set includes all the “Basic” functions as described above, plus the following:
7.12.5.2.1 User-based control – in order to apply Virtual Firewall functions to network traffic based on the user originating that network traffic, user authentication services are available to integrate the virtual firewall with Microsoft Active Directory, LDAP or RADIUS authentication services in the customer’s IT environment.
7.12.5.2.2 Web filtering – network traffic to the Internet can be restricted on the basis of statically configured URL lists or on the basis of dynamic categories of URLs with which an Internet domain is associated (e.g. social media, news, business) or on the basis of the software application that allows access to the Internet.
7.12.5.2.3 Anti-Virus – service to detect and block malicious software code contained in network traffic that passes through the Virtual Firewall.
7.12.5.2.4 IPS – IPS (Intrusion Prevention System) service to detect and block malicious traffic patterns contained in network traffic passing through the Virtual Firewall, designed to exploit system vulnerabilities such as IT intrusion attempts.
7.12.5.2.5 DoS – denial of service (DoS) prevention service to detect and block traffic patterns, contained in the network traffic that passes through the Virtual Firewall, designed to overload the resources of IT systems.
7.12.5.2.6. site-to-site VPN – IPSec virtual private network (VPN) service to facilitate a permanent private connection over the Internet between the networks connected to the virtual firewall and any remote network, such as a branch network.
7.12.5.3 The limit on the number of IP sessions that the virtual Firewall will process simultaneously is allocated as purchased by the Customer.
7.12.5.4 When this limit is reached, any new IP sessions will be rejected until the number of simultaneous IP sessions drops below the limit.
7.12.6 Availability
7.12.6.1 Internet Technologies Angola, S.A. guarantees 99.5% Service Availability, per month, subject to the time of interruption of the Service caused by any of the following items additionally excluded from the calculation of Service Availability:
7.12.6.1.1 Functions that connect to or rely on remote systems, including but not limited to site-to-site VPN.
7.12.6.1.2 Overloading of system resources caused by traffic passing through the virtual firewall or destined for the virtual firewall.
7.12.7 Support service
7.12.7.1 Support from Internet Technologies Angola, S.A.
7.12.7.1.1 The technical support and maintenance of the following items are additionally included in the Service offer:
7.12.7.1.1.1 Configuration of any Virtual Firewall function as required by the Customer.
7.12.7.2 Self-service
7.12.7.2.1 The Customer is granted remote access for the purposes of administering the Virtual Firewall.
7.12.7.2.2 The Customer is restricted to viewing and making changes to the configuration for the following elements only:
7.12.7.2.2.1 Names and address groups.
7.12.7.2.2.2 Timetables.
7.12.7.2.2.3 Security profiles, such as antivirus, web filtering, application control and intrusion protection (IPS).
7.12.7.2.2.4 Commercial.
7.12.7.2.3 The Customer is restricted to viewing only the configuration of the following elements:
7.12.7.2.3.1 Forwarding
7.12.7.2.3.2 Firewall policies
7.12.7.2.3.3 Layer 4 services (i.e. ports)
7.12.7.2.3.4. VPN
7.12.8 Monitoring
7.12.8.1. The Customer will have access to a monitoring service, in which the current status and history of the following metrics can be viewed:
7.12.8.1.1 Use of the network.
7.12.9 Customer requirements
7.12.9.1 Any traffic between two networks that needs to be affected by the Hosted Firewall must be forced through the Hosted Firewall by implementing the Hosted Firewall as a necessary routing hop between the two networks.
7.12.10. Customer responsibilities
7.12.10.1 The Customer is responsible for monitoring the Service Availability of the Virtual Firewall, including any used Services provided by the Virtual Firewall, including but not limited to VPN connections.
7.13. Hosted Rackspace
7.13.1 Description
7.13.1.1 The Hosted Rackspace Service offer provides the Customer with physical IT cabinet rack space for the storage of IT infrastructure, such as server and network hardware.
7.13.2 Delivery service
7.13.2.1 Deliveries
7.13.2.1.1 The Customer receives rack space located in the shared physical infrastructure owned or leased by Internet Technologies Angola, S.A. and located in the Datacenters of Internet Technologies Angola, S.A..
7.13.2.1.2 The Customer is given exclusive use of the space allocated in the rack. The rack space is closed with a door, lockable by physical keys.
7.13.2.1.3. Physical access to the rack space is available 24 hours a day, 7 days a week.
7.13.2.1.4 Two 220 Volt alternating current (AC) power feeds are provided for primary and backup power supply purposes. Both power feeds are supplied with backup power via uninterruptible power supply (UPS) units and/or mechanical generators.
7.13.2.1.5 Internet Technologies Angola, S.A. datacenters are maintained at humidity and temperature levels in accordance with industry standards in relation to IT hardware server requirements.
7.13.3 Additional Services – the following Services are optionally available to the Customer and are not included by default:
7.13.3.1 Local cross-connect loop
7.13.3.1.1 For the purposes of Ethernet connectivity between equipment installed in the rack space and/or connectivity with other Internet Technologies Angola, S.A. network services, Layer 2 network switching is provided via the 1Gbps Ethernet switch ports.
7.13.3.1.2 The switch ports are provided on a shared physical switch with client isolation provided through virtual LAN (VLAN) technology.
7.13.4 Availability
7.13.4.1 Internet Technologies Angola, S.A. guarantees service availability of 99.5% per month.
7.13.5 Customer requirements.
7.13.5.1 The customer’s equipment must have a width of 483 mm (19 inches) or less and a depth of 1000 mm or less. Services are available for equipment that does not meet this requirement, but are only available on specific request.
7.13.5.2 The customer’s equipment must be equipped with two redundant power sockets.
7.13.6 Customer responsibilities
7.13.6.1 The Customer is responsible for monitoring the humidity and temperature levels inside the cabinet where the rack space is allocated.
7.13.6.2 The Customer must ensure that all physical security mechanisms provided, such as locked doors, are set to their secure state after being moved to the non-secure state by the Customer.
7.13.6.3 In cases where physical access to rack space is required, a representative of Internet Technologies Angola, S.A. must accompany any representative of the Client and the Client must arrange such accompaniment with Internet Technologies Angola, S.A. prior to when such access is required.
8.1. The Customer purchases Business VoIP communications services (SIP trunking) and distributes them for use by its own end users within its institution.
8.2 A commissioned voice service may only be used by the Customer. The Customer may not resell or distribute the service to third parties unless approved by Internet Technologies Angola, S.A..
8.3 The Business VoIP communications service (SIP trunking) is a value-added IP trunk service for use by end users and provides services for making low-cost VoIP voice calls and the possibility of receiving low-cost VoIP voice calls.
8.4 The system may consist of the software and hardware required to support the Business VoIP communications service (SIP trunking), including the Gateway or PBX-IP, rack space, 24×7 power and HVAC (heating, ventilation and air conditioning). The configuration and maintenance of the system is the responsibility of Internet Technologies Angola, S.A.. Power and HVAC are the responsibility of the Customer.
8.5 Any number provided (DID) is being rented and not sold, and you do not obtain any right or title to the DID under this contract. The number is not portable to other service providers. The number is not to be used with any device other than the equipment on which it was installed by Internet Technologies Angola, S.A.. Internet Technologies Angola, S.A. reserves the right to change, cancel or modify the number.
8.6 The Business VoIP service may not allow emergency services if the Customer has not ensured that it works properly.
8.7 Payment will be in the form of pre-payment or post-payment, in the latter case with a minimum of 5,000.00 Akz (five thousand kwanzas).
8.8 Internet Technologies Angola, S.A. will support the installation of all the software or hardware supplied and will carry out all the necessary configurations in the IP communications center (PBX-IP) so that it can start using the VoIP call services made or received.
8.9 Internet Technologies Angola, S.A. will provide all local or remote support for the service provided as stipulated in the specific conditions.
8.10. The Customer guarantees Internet Technologies Angola, S.A. remote and physical access to the locations where the access(es) to the service are installed/configured, so that it can provide adequate support for the service.
8.11. The Customer shall provide all the logistics of travel outside Luanda, namely travel, accommodation, local transportation and meals for the technician(s) indicated by Internet Technologies Angola, S.A. who travel for the purposes of initial configuration or support.
8.12. The Customer warrants that it will use the Services in accordance with applicable law, rules and regulations.
8.13. The Customer acknowledges and accepts that VoIP services are provided under the condition that Internet Technologies Angola, S.A. also provides connectivity services under the terms and conditions established by it.
8.14. The Customer must not falsify the originating number, tamper with it or hack into third party originating numbers. The Customer shall be liable for any fraudulent use of VoIP services.
8.15. Internet Technologies Angola, S.A. cannot be held responsible for calls made fraudulently through the equipment on the customer’s premises, unless it is fully managed by Internet Technologies Angola, S.A..
8.16. The Customer is responsible for keeping passwords for accessing the voice service confidential. Internet Technologies Angola, S.A. cannot be held responsible for calls made using fraudulently used passwords.
8.17. The Customer acknowledges and accepts Internet Technologies Angola, S.A.’s service level agreement (SLA) for the VoIP service , as well as the suitability of the services for the Customer’s intended purpose.
8.18. The Customer shall bear all the costs of repairing and/or replacing equipment that has been damaged as a result of an unlawful act (including negligence) by the Customer.
8.19. In order to protect the customer, Internet Technologies Angola, S.A. may set restrictions on the source ip and establish a maximum monthly charge. It is the customer’s responsibility to set this amount.
8.20. Internet Technologies Angola, S.A. shall not be liable for indirect damages of any kind, loss of profit and/or loss of business. Internet Technologies Angola, S.A. ‘s total liability shall be limited to the annual value of the contract, or the cost of repairing the damage, whichever is less.
9.1 If the Customer fails to pay for the Services contracted under the terms of this Contract, Internet Technologies Angola, S.A. may suspend the Services immediately after notifying the Customer of the suspension.
9.2 Whenever the Services are suspended, Internet Technologies Angola, S.A. reserves the right to charge the Client a fee for restoring the Services.
9.3 Suspension of the Services does not release the Customer from its payment obligations under this Agreement.
9.4 Internet Technologies Angola, S.A. will restore the services within 48 hours of receipt of all outstanding amounts, including interest and the restoration fee.
9.5 Whenever the Client is in default with its payment obligations for a period of more than 60 days, Internet Technologies Angola, S.A. may cancel the Services.
9.6 Cancellation of services by Internet Technologies Angola, S.A. under the terms of the preceding paragraph shall result in the Client paying the equivalent of 3 (three) months’ billing, plus all amounts owed under this Contract.
10.1 Internet Technologies Angola, S.A. shall only be liable for the provisions of this contract and/or other obligations arising directly from applicable law. Internet Technologies Angola, S.A. will make every effort to provide the contracted services so that they are delivered to the Client in an efficient, consistent and continuous manner. Internet Technologies Angola, S.A. shall not be liable for loss of data resulting from delays, non-deliveries, delivery failures, or service interruptions caused by any situation that cannot be controlled by Internet Technologies Angola, S.A., or when due to errors or omissions by the Client.
10.2 Internet Technologies Angola, S.A. expressly excludes any guarantee as to the quality or accuracy of the information received through the services.
11.1 Internet Technologies Angola, S.A. undertakes to preserve the private and confidential nature of all internal information and records relating to current and/or proposed products and services, clients and users and/or innovative services relating to the Client, and not to disclose them by any means to unauthorized employees of Internet Technologies Angola, S.A. (employees of Internet Technologies Angola, S.A. may only have access to information that they have a need to know) or to third parties. Internet Technologies Angola, S.A. declares that it will not use confidential information about the Client, or the Client’s clients, to offer those clients services that compete with the services offered to them by the Client.
11.2 The provisions of the preceding paragraph shall not apply to data, information and records which, due to legal, judicial or contractual requirements, must be provided or submitted, in particular to public bodies, financial institutions, insurance companies, as well as for the fulfillment of any other duty imposed by law, provided that it is provided only to the entity that needs it, and its content is restricted to what is strictly necessary.
12.1 The parties agree that this Agreement replaces all previous agreements (written or otherwise) entered into between the parties and therefore constitutes a renewal of any or all previous agreements between the parties.
12.2 In addition, the parties agree that no commercial use or conduct not expressly provided for in this Agreement may be used to explain, modify or contradict the terms of this Agreement.
[The agreement on the level of services, and its conditions, apply product by product or circuit by circuit]
13.1 Internet Technologies Angola, S.A. will provide maintenance services for routers, modems and other equipment, regardless of who owns them, used on the Internet Technologies Angola, S.A. network, with a view to enabling Internet Technologies Angola, S. A. to fulfill Internet Technologies Angola, S.A.’s obligations under this contract. The cost of repairs, replacements or upgrades to equipment belonging to the Customer shall be borne by the Customer, provided that this is agreed by both parties. Where necessary and applicable, the level of services shall be defined in an annex, which shall be attached to and form an integral part of this contract.
14.1 INTERNET TECHNOLOGIES ANGOLA, S.A. undertakes to process and use the CUSTOMER’s personal data in accordance with the law, in particular to give the CUSTOMER access to data that directly concerns him/her, and the CUSTOMER may request, at any time, the correction or addition of information.
14.2. INTERNET TECHNOLOGIES ANGOLA, S.A. will only use the information provided to it by the CLIENT for its own commercial promotion purposes.
14.3 Without prejudice to the provisions of the preceding paragraph, INTERNET TECHNOLOGIES ANGOLA, S.A. may include the CUSTOMER’s name and in that capacity, as information accessible to the general public, unless at any time INTERNET TECHNOLOGIES ANGOLA, S.A. is expressly requested to keep the CUSTOMER’s data confidential.
15.1 These General Conditions are governed by Angolan law and shall be construed in accordance with that law.
16.1. Internet Technologies Angola, S.A. guarantees and declares to the Client that it is an Angolan company, duly incorporated and validly existing under the laws of the Republic of Angola, that it has all the powers and authorizations necessary to enter into this contract, that the signing of this contract will bind it in accordance with its terms and that the performance of its obligations arising from this contract will not result in the violation of any applicable law or the rights of third parties.
16.2. Internet Technologies Angola, S.A. undertakes unconditionally and irrevocably to indemnify the Customer and to hold the Customer harmless from any loss, damage or cost resulting from the breach of any of these warranties.
17.1. If a dispute of any kind arises between the parties as a result of or in connection with this contract, both Internet Technologies Angola, S.A. and the Client shall be entitled to seek injunctive relief in any competent court, and nothing stipulated in this contract shall be construed to prohibit a party or its affiliate from resorting to any other remedies available to it in the event of actual or announced breach.
17.2. If a dispute of any kind arises between the parties arising out of or in connection with this contract, the parties shall meet or otherwise communicate with each other with a view to seeking to resolve the dispute amicably and, if the dispute is not resolved amicably within 7 days of such meeting or communication, it shall be resolved by formal conciliation.
17.3 All disputes relating to this contract that cannot be settled amicably under the terms of the preceding clauses shall be settled by the Luanda District Court, with express waiver of any other.
18.1 Internet Technologies Angola, S.A. shall not be responsible for the Security of the Customer’s Network, unless the Customer so requests.
18.2 If Internet Technologies Angola, S.A. is contracted to install and maintain Network Security Products on behalf of the Customer, Internet Technologies Angola, S.A. will use all reasonable endeavors to provide high quality Network Security Services and Products in order to protect the Customer’s Network from any domestic or foreign threats. However, Internet Technologies Angola, S.A. shall not be liable for any loss of data resulting from any delays, non-deliveries, delivery failures or service interruptions caused by a breach of Network Security.
18.3 Internet Technologies Angola, S.A. shall not be liable for purely financial losses or losses of a consequential nature due to a breach of Network Security on the Customer’s Network.
18.4 It is the customer’s responsibility to initiate a Comprehensive Network Security Policy. Internet Technologies Angola, S.A. is responsible for participating fully in the definition, design and implementation of this Network Security Policy under the terms of the agreement between Internet Technologies Angola, S.A. and the client. Internet Technologies Angola, S.A. undertakes to provide assistance in implementing the rules established by the client.
18.5 The provision of assistance by Internet Technologies Angola, S.A. in the design and implementation of the Network Security Policy must be guided by high quality standards.
19.1 GROUNDS FOR EXEMPTION FROM LIABILITY
19.1.1 Internet Technologies Angola, S.A. or the Client, either of which may be considered an “affected party” for the purposes of this clause, shall not be liable for the breach of any of the affected party’s obligations to the extent that the affected party can prove – – that it has failed to comply with its obligations under this clause.
19.1.1.1. that the affected party could not, at the time of the conclusion of this Contract, reasonably take into account the impediment and its effects in determining its ability to perform the contract; and
19.1.1.2. that the affected party could not reasonably avoid or overcome the impediment or its effects.
19.1.2 For the purposes of clause 18.1.1, an impediment may result from situations such as the following:
19.1.2.1 War, whether declared or not, civil war, riots and revolutions, acts of piracy, acts of sabotage;
19.1.2.2 Natural disasters, such as violent storms, cyclones, earthquakes, tsunamis, floods, destruction by lightning;
19.1.2.3 Explosions, fires, destruction of equipment or machinery, factories, and installations of any kind;
19.1.2.4 Boycotts and strikes of all kinds, strikes of zeal, occupation of the place of operations, factories and installations;
19.1.2.5. acts of authority, whether lawful or unlawful, excluding acts the risk of which has been assumed by the affected party by virtue of other provisions of this Contract.
19.2 The affected party shall, as soon as possible after the impediment and its effects on that party’s ability to perform become known to that party, notify the other party of the impediment and its effects on the affected party’s ability to perform. The termination of the grounds for relief from the obligation to perform shall also be notified.
19.3 The grounds for exemption from the obligation to perform shall apply from the moment the impediment occurs or, if notification is not made in time, from the moment of notification. If the affected party fails to give notice, it shall be liable for compensation for damage that could otherwise have been avoided.
19.4 Under the terms of this clause, a ground for release from the obligation to perform releases the affected party from the obligations of compensation, penalties and other contractual sanctions, with the exception of the obligation to pay interest on sums due for as long as and to the extent that the ground subsists.
19.5 In addition, it shall extend the period of performance for as long as is reasonable, thereby excluding the right of the other party to terminate this Contract. In determining “reasonable period”, account shall be taken of the affected party’s ability to resume performance and the other party’s interest in receiving the performance despite the delay. Until the affected party resumes performance, the other party may suspend performance of its own obligations.
19.6 If the grounds for release from the obligation to perform persist for a period of more than 6 (six) weeks, either party shall be entitled to terminate this Agreement by giving written notice to Internet Technologies Angola, S.A. to all other parties to this Agreement.
19.7 Each party may retain what it has received by virtue of the performance of the contract prior to its termination in accordance with this clause. Each party must account to the other for any unjust enrichment resulting from this performance. Payment of the final balance must be made in good time, but always within 30 (thirty) days of request. Calculation of the amounts due shall, as far as possible, be carried out in accordance with the guidelines set out in the Price List.
20.1 In the event that either Party fails to comply with any provision of this Contract, and such failure is capable of being remedied, the other Party may notify the defaulting Party in writing to remedy the default within a period of 10 (ten) days from the date of receipt of such notice.
20.2 In the event that the default continues without being duly remedied after the expiry of the period referred to above, the performing Party shall have the right, but shall not be obliged, to terminate this Contract with immediate effect by giving notice to the defaulting Party. Without prejudice to any rights of the Party terminating this Contract under Clause 19, that Party may invoke specific performance against the other Party in respect of its obligations under and in connection with this Contract.
20.3 The provisions of this Clause shall not affect the Parties’ right to claim damages, however, neither Party shall invoke indirect damages which are hereby deemed waived.
20.4 In the event that the Customer defaults on the Contract and as a result the Contract is terminated, such termination shall qualify as a termination pursuant to Clause 20.1 above. The provisions of Clause 20.1 shall apply mutatis mutandis to this Clause 20.4.
20.5 The Parties hereby agree that damages resulting from the application of this Clause or any other clause contained in this Contract shall be limited to and shall not exceed the annual value of this Contract for any and all damages, injuries, claims, losses, loss expenses or claims (including attorneys’ fees) resulting from the application of this Contract whatever their cause. Such causes include, but are not limited to, negligence, errors, omissions, breach of contract or breach of warranty on the part of Internet Technologies Angola, S.A..
21.1 The parties choose as their domiciles for the purposes of this contract the addresses listed in their respective contact information.
21.2 The parties declare that this contract, which includes the Contact Information, the Description of Services, the Particular Conditions and these General Conditions, constitutes the entire contractual relationship between them in relation to the subject matter of this contract, and no alteration, addition or revocation thereof shall be binding on any of the parties unless it is reduced to writing with their signatures.
21.3 No extension of time or waiver that either party (“grantor”) may grant to the other party (“grantee”) shall constitute a waiver of any of the grantor’s rights, and the grantor shall not be precluded from exercising any rights against the grantee that have arisen in the past or that may arise in the future.
21.4 Neither party may assign, transfer or delegate or by any means convey any of its rights or obligations under this contract without the prior written consent of the other party.