Terms & Conditions for Helpdesk Support:

– Support provided by: VGC Technology Pte Ltd

– Support Email: help@vgctechnology.com

– Support Hotline: +65 69781299

– Case/Incident Management Software: Zendesk Ticketing System

– Support hours are from 9 am to 6 pm Singapore Standard Time on weekdays, excluding weekends and public holidays.

1. Subscription Period:

– The Meraki Firewall hardware is covered until its EOL, with a one-year subscription period and RMA validity.

2. Data Ownership Clauses:

– Data is a shared responsibility between customer & Cisco Meraki. Cisco Meraki is responsible for making decisions regarding the processing of personal data that has the direct relationship with the individual data subject. (i.e., when handling employee data, Cisco Meraki acts as the Data Controller.)

Reference: https://meraki.cisco.com/gdpr/

3. SLA

– (a) VGC will make commercially reasonable efforts to respond to customers’ support requests,

either by telephone or email.

– (b) Support hours are from 9:00 am to 6:00 pm Singapore time, Monday to Friday, excluding

Singapore public holidays.

– (c) Tickets must be logged into VGC’s Ticketing System before support is provided. The ticketing

system is available 24/7.

– (d) Meraki Cloud availability is 99.99% SLA.

Meraki Cloud is hosted in Cisco private data centres, replicated across two locations. This means DCs used to host Meraki Cloud are located in Singapore and Australia.

Reference: https://documentation.meraki.com/Architectures_and_Best_Practices/Cisco_Meraki_Best_Practice_Design/Meraki_Cloud_Architecture#Data_Centers

4. Confidentiality and Security Clauses

– Confidentiality: Customers will be assured that their data is protected by Cisco Meraki and will be entrusted to their cloud-hosted service. Privacy features will be available globally.

Reference:https://documentation.meraki.com/General_Administration/Privacy_and_Security/Meraki_Data_Privacy_and_Protection_Features

– Security Tools: Administrators can maximize the security of their network deployments. Use of security tools provide optimal protection, visibility, and control over your Cisco Meraki network. Use of multi factor authentication, password policies and enforcing principle of least privilege with role-based administration can be used as security tools.

Reference: https://meraki.cisco.com/trust/#tool

5. Backup Clauses

– Cisco Meraki firewalls backup and restore options to ensure configurations are preserved and can be quickly restored in case of hardware failure or other issues

Reference: MX Cold Swap – Replacing an Existing MX with a Different MX – Cisco Meraki Documentation

6. Renewal and Termination Clauses

– Upon the completion of the initial 12-month subscription period, customers have the option to renew or terminate their subscription for the following year.