Requesting Firewall Rule Changes on Managed CPE

If your service includes a managed firewall or managed router with firewall capabilities, all rule changes must be submitted as formal change requests. This ensures changes are reviewed, documented, and implemented safely during an appropriate maintenance window.

Types of Changes You Can Request

Opening inbound ports for hosted applications (e.g., allowing TCP 443 inbound to a specific internal IP)
Blocking outbound traffic to specific destinations or port ranges
Creating or modifying NAT rules (port forwarding, 1:1 NAT)
Adding or removing IP address exceptions from access control lists (ACLs)
Enabling or configuring site-to-site VPN tunnels

How to Submit a Change Request

Log in to the portal and navigate to Support > Change Request > Firewall.
Specify the change type, the source/destination IPs or subnets, and the protocol and port numbers.
Indicate whether the change is standard (scheduled maintenance window) or urgent.
Provide a business justification — this helps our security review team process requests efficiently.

Review and Implementation

Standard firewall changes are reviewed within 1 business day and scheduled for the next available maintenance window (typically Tuesday–Thursday, 10 PM–2 AM local time). Urgent changes can be expedited with NOC approval. You will receive a confirmation email when the change is implemented and tested.

For complex security policy changes or assistance designing a firewall ruleset, contact security@example.com to engage our network security team.