Managed Security Services Service Level Agreement Current. Managed Security Services SLA

Transcription

1 Managed Security Services SLA VSI Managed Security Services SLA Page 1 of 7 Template rev. 4/3/2015

2 Table of Contents 1 General Overview Service Description Managed Security Services Scope User Requirements Boundaries of Service Features and Functions Service Level Performance General Service Levels Specific Service Levels Roles and Responsibilities VSI Responsibilities Customer Responsibilities Requesting Service Hours of Coverage, Response Times and Escalation Hours of Coverage Incidents Incident Response Prioritization Service Request Escalation Information Other Requests Service Exceptions to Coverage Maintenance and Service Changes Pricing... 7 VSI Managed Security Services SLA Page 2 of 7 Template rev. 4/3/2015

3 1 General Overview This is a Service Level Agreement ( SLA ) between clients with Managed Security Services ( MSS ) and Vermillion Systems, Inc (VSI) to document: The Managed Security Services The general levels of response, availability, and maintenance associated with these services. The responsibilities of VSI as a provider of these services The responsibilities of the clients receiving these service Deviations from the standard processes documented in the VSI SLA. This Agreement is valid from 1/1/2015. Review is every two years, or as otherwise needed. 2 Service Description VSI clearly documents services provided in the MSS SLA document. 2.1 Managed Security Services Scope Included Managed Security Services Remote Alarm Panel Management features include: User Code Programming Alarm Zone Programming Alarm Panel Troubleshooting In addition, VSI provides additional services including: Escalated Support Services Video Exportation Assistance Remote Web Access Viewing and Control Assistance User Requirements All Managed Security Service Requests ( MSSR ) must be submitted by 1:00pm EST. All requests made after 1:00pm will fall to the following business day for review and processing. All Managed Security Service requests must include the name of the person requesting service, the account number associated with the requested service, the address at the location of requested service the telephone VSI Managed Security Services SLA Page 3 of 7 Template rev. 4/3/2015

4 number at the location of requested service, the master code and the central station passcode. All Managed Security Service Requests must be sent by fax, , verbally called in via telephone or through the online form on the VSI MSS web page Boundaries of Service Features and Functions Managed Security Services do not include hardware troubleshooting 2.2 Service Level Performance VSI agrees to review and process all Managed Security Service Requests within the allotted time frame associated with the MSSR. If for any reason the MSSR cannot be fulfilled within the service level time frame, the client will be notified and informed of secondary resolution possibilities prior to the expiration of the allotted time General Service Levels Service Level 1 8 Hour Window to Completion Service Level 2 4 Hour Window to Completion Service Level 3 2 Hour Window to Completion Specific Service Levels Service Level After Hours for emergency assistance 3 Roles and Responsibilities 3.1 VSI Responsibilities VSI will provide the infrastructure, technology, people, processes and monitoring tools necessary for Managed Security Services and: Meet response times associated with the priority assigned to incidents and service requests. Appropriate notification to Customer for all scheduled maintenance. 3.2 Customer Responsibilities Customer responsibilities and/or requirements in support of this Agreement include: Utilizing the correct contact procedures for filing MSSR Providing appropriate information for identity verification VSI Managed Security Services SLA Page 4 of 7 Template rev. 4/3/2015

5 4 Requesting Service MSS Website ( Fax ( ) Phone ( ) Phone After Hours ( ) After Hours Requests can only be submitted via phone to the specific After Hours Support Number. 5 Hours of Coverage, Response Times and Escalation For all requests, the VSI goal is to have a staff member assigned and acknowledge requests within the allotted time frame of receipt. VSI priorities may require exceptions to this goal during certain times. 5.1 Hours of Coverage Managed Security Services (Service Level 1-3) are provided 9 hours a day (8:00am 5:00pm EST) 5 days a week (Monday Friday) except for periods of planned maintenance. After Hours Managed Security Services are provided 24/7 365 days a year 5.2 Incidents Incident Response All incidents reported via , fax or through the online form will be reviewed at 1:00pm EST and processed according to their service level. All incidents reported via phone will be reviewed at the time of call and processed according to their service level Prioritization All requests will be reviewed in the order in which they are received and will be processed first by the level of service requested and then by the order in which the requests are received Service Request All incidents reported via , fax or through the online form will be reviewed at 1:00pm EST and processed according to their service level. All service requests reported via phone will be reviewed at the time of call and processed according to their service level. VSI Managed Security Services SLA Page 5 of 7 Template rev. 4/3/2015

6 5.3 Escalation If for any reason a request cannot be completed in the allotted time, the client will be notified and informed of alternative resolution methods. 5.4 Information Clients are responsible for providing all information needed to perform the request. If information is missing and VSI becomes aware of the incomplete request prior to 1:00pm EST we will attempt to contact and collect the additional information from the client. If the incomplete request is not found until 1:00pm processing then the client will be contacted and asked to submit the appropriate information for processing on the following business day. 5.5 Other Requests All requests other than Managed Security Services requests will be processed and scheduled according to our regular service call/work order scheduling and will involve a technician to make an onsite service call. 5.6 Service Exceptions to Coverage While it is very uncommon, VSI retains the right to refuse service to any client due to unforeseen obstacles or for any other reason. 6 Maintenance and Service Changes The Maintenance Window for Managed Security Services is only opened in the event that major system maintenance needs to be performed during regular business hours or needs to be performed on the VSI phone system. VSI Managed Security Services SLA Page 6 of 7 Template rev. 4/3/2015

7 7 Pricing The Client must be aware that all requests submitted will be processed and billed according to the service level of the request. It is possible to cancel a request once it has been submitted but if VSI has performed any work towards the request it will still be billed. Below are the general billing guidelines for Managed Security Services request levels. If a customer requires a substantial amount of Managed Security Services there are additional options for a monthly based billing contract. Service Level 1 $15 Service Level 2 $25 Service Level 3 $35 After Hours $50 + $80 / Hour billed in 15 minute increments. Additional charges may apply depending on the extent of resolution VSI Managed Security Services SLA Page 7 of 7 Template rev. 4/3/2015