Network as a Service — LAN Terms and Conditions

These Terms and Conditions (“NaaS-LAN Terms”) apply to Network as a Service – Local Area Network products and services provided by Momentum (“NaaS-LAN Services”). These NaaS-LAN Terms, the applicable Service Order, and the Master Service Agreement collectively govern Customer's purchase and use of NaaS-LAN Services. In the event of a conflict, the order of precedence shall be: (i) Service Order; (ii) NaaS-LAN Terms; and (iii) Master Service Agreement.

1. Scope and description of services

The NaaS-LAN Services include management of on-premises network infrastructure such as switches, wireless access points, and associated components.

Exclusions

NaaS-LAN Services do not include, and these NaaS-LAN Terms do not apply to:

• Software-Defined Wide Area Network (SD-WAN) services
• Wide Area Network (WAN) transport or access circuits
• Any other Momentum services, unless expressly made subject to these Terms by written agreement

2. Momentum responsibilities

• Manage warranty support for hardware provided by Momentum for the duration of the contract term (autorenewal does not guarantee warranty availability for end-of-life equipment).
• Monitor software releases and CVE reports and implement firmware and software updates as needed.
• Provide the Customer with the information required to register for manufacturer notifications regarding Client Software updates, and execute configuration changes via standard Customer ticketing processes.
• Maintain backups of current configurations and restore snapshots within 24 hours, or as of the last configuration change, in case of equipment failure.
• Facilitate RMA for Momentum-provided equipment in catastrophic failures, with Customer to provide hands-on assistance as required.
• Recommend baseline security configuration for Momentum-provided network security devices and systems, with final decisions remaining with Customer.
• Create Customer user accounts with appropriate access levels as directed by Customer, and schedule all work requested by Customer.
• Provide access to standard manufacturer-provided reports on a scheduled basis; availability and performance reporting available upon request. Provide audit trails and alerts per Customer request.
• Provide Customer access to the manufacturer supported firewall event notification system, and consult with Customer as requested on security incident resolution and mitigation.
• Monitor devices for CPU usage, connectivity, failover status, interface status, utilisation, errors, memory usage, and PSU state as provided by the manufacturer. Monitoring activities are limited to device-level health and status metrics and do not include end-to-end network performance monitoring across WAN or internet paths.

3. General Customer responsibilities

• Maintain appropriate physical infrastructure and environmental conditions and allow for proper remote management.
• Provide basic hands-on assistance for troubleshooting network hardware issues when possible. If assistance cannot be provided, a dispatch may be required and charged if resolution falls outside NaaS-LAN scope. Momentum is not responsible for upkeep or maintenance of standard device cabling or fibre jumpers.
• Utilise security best practices appropriate to business requirements.
• Coordinate scheduling for all work, including emergency firmware updates for high-priority CVEs.
• Provide specific configuration details for any Customer-specific integrations including SSO and SIEM.
• Perform user and client-side software installation, management, and maintenance.

4. Specialised Customer responsibilities

4.1 WAN edge

• For Customer-provided circuits, maintain the vendor relationship; Momentum will not manage outage tickets with the Customer's service provider.
• For all WAN or access circuits, including Customer-provided or third-party services, Customer retains sole responsibility for vendor management, troubleshooting, escalation, and outage resolution. For circuits purchased through Momentum, see the applicable Momentum terms and conditions for those services.
• Momentum's responsibilities are expressly limited to LAN-side device configuration and do not include coordination with, or management of, third-party service providers or underlying transport services.

4.2 Firewall

• Direct Momentum on logging configuration to SIEM or other destinations subject to equipment limitations. Customer monitors and responds per its internal policies.
• Provide firewall rules and general security requirements.
• Identify and respond to threats based on logs and alarms.

4.3 Access points

• Manage location tracking, analytics, and end-user consent.
• Maintain cabling between switch and access point.

4.4 VPN

Site-to-site VPN

Provide WAN IP addresses, Phase 1 and Phase 2 configuration details, public IP addressing of endpoints, and VPN configuration requirements for third-party compliance.

Remote access VPN

Provide WAN and LAN IP address usage, authentication methods and configuration, and expected number of connected clients. Install, configure, and manage client-side software.

5. Service scope clarification

NaaS-LAN Services are limited to the configuration, monitoring, and management of supported on-premises network devices within Customer locations. Momentum does not provide, and is not responsible for:

• Wide area network connectivity between sites;
• Third-party access circuits, including broadband, DIA, MPLS, or wireless services;
• End-to-end traffic routing or performance across external networks; or
• Application performance over public or private WAN paths.

SD-WAN and WAN services, if purchased, are exclusively covered by a separate Service Exhibit and applicable Service Orders.

6. Disclaimers

Momentum services are designed to support and enhance Customer's network operations but do not guarantee uninterrupted service, complete security, or protection from all threats or unauthorised access. Momentum shall not be liable for performance degradation, outages, or security incidents arising from third-party networks, internet conditions, or factors beyond Momentum's direct control.

The results of the Wi-Fi site survey are provided for informational purposes only and are based on conditions existing at the time of testing; the company assumes no responsibility for variations in performance caused by subsequent environmental changes, interference, or third-party factors.

7. Additional requirements

Customer-owned equipment

Must qualify for manufacturer support, not be end-of-life, and be under a current Momentum service agreement.

Momentum-owned equipment

Momentum-owned equipment remains Momentum property. Upon service termination, Customer must return equipment per Momentum's Return Policy. Failure to return within 14 days will incur replacement fees.

Customer-provided equipment

Momentum is not responsible for configuration, installation, testing, troubleshooting, repair, integration, support, or maintenance. Any requested work will be billed at current professional services rates. Customer warrants all rights and licences for any non-Momentum equipment.

Device firmware

Customer has not been granted by Momentum any licence to use the firmware or software used to provide the Services or embedded in equipment used to provide the Services, other than a nontransferable, revocable licence to use such firmware or software in object code form strictly in accordance with the terms and conditions of this Agreement. Reverse engineering is prohibited. Firmware code updates are applied to address critical security issues as recommended by hardware vendors in approved change windows. Threat signature updates are applied continuously, as they are available from the hardware manufacturer.

8. Change event response times

The table below lists the target completion times for various change requests. Time required for execution will first be deducted from the monthly support time allocations detailed in the Sales Order. Work requested beyond those allocations will be charged at the then-current Professional Services Rate. Customers may request expedited completion; if approved, an escalation fee of $200 per change will apply, and an updated completion target will be provided.