GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. GMS Network Basic

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1 GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Basic Service. If you require more detailed technical information, please contact your Account Manager. 2. SERVICE DEFINITION 2.1 Service Overview The GMS Network Basic Service is designed to ensure that the information and visibility required to manage an organisation s network infrastructure is available by providing real time network device monitoring, alerting reporting and management. The GMS Network Basic Service is an entry level managed service that provides reactive Device monitoring and notification to organisations so that they can take action to initiate restoration activities themselves in the event of Device failure. Organisations can also benefit from the ability to make changes through the service request process. The GMS Network Basic Service also offers a Device Rental and Hardware Maintenance options that can be utilised in combination with the Basic Service selected by the customer. The GMS Network Basic Service can be purchased in any combination with the GMS Network Basic service, GMS Network Premium services (along with Device Rental and Hardware Maintenance) to deliver differentiated service attributes. GMS Network Basic Commercial in Confidence Page 1 of 14

2 2.2 Essentials Access In order to receive the GMS Network Service you are required to have the appropriate Spark Digital Essentials Access: networking service. This Service provides access to the GMS Network Management Toolsets that are used in the delivery of the GMS Network Service. This Spark Digital Essentials Access: networking service can also be used provide you with access to other Spark Digital Managed Services and Cloud Products, or if an instance already exists utilised to provide access for GMS Network. A separate Spark Digital Essentials Service Schedule will form the detail of this offer. 2.3 Standard Service Features The key features of our GMS Network - Basic Service are: GMS Network Product features Network discovery and mapping Availability monitoring Event notification to customer Service Request fulfilment Read and write device access Basic Std Network discovery and mapping: The Spark Digital management system automatically discovers Devices within the customer s network topology and stores details of these in the central repository for inclusion in reports presented via a customer reporting portal. Availability monitoring: The management system monitors each Device for its up/down status. Details are stored in the central repository and used to generate summary reports. Event notification to customer: The management system detects abnormal events (e.g. Device down) and generates an to a nominated customer address for follow-up action. Service Request Fulfilment: Spark Digital provides a service desk that responds to customer requests for move/add/change functions. Read and write device access: The customer has read and write access on the device to which Spark Digital is providing the GMS Network Service and retains responsibility for all changes made to that device. Commercial in Confidence Page 2 of 14

3 GMS Network Basic Systems & Processes 2.4 Service Options The key optional features of our GMS Network Basic service to be selected from are: Device Rental: Devices to be managed may be provided by Spark Digital on a monthly rental basis across the term of the contract. The Devices that will be managed are those listed in the Service Schedule. Device Rental Contract Term Options Optional 1 Year 2 Years 3 Years 4 Years 5 Years Hardware maintenance: Spark Digital provides an onsite break-fix service for each approved managed Device. Spark Digital provides incident management against predefined SLAs. An appropriate inventory of spare parts is held at various locations. A choice of three Return to Operations (see paragraph 3.2, Device Management table) coverage hours is available. This selection determines the hours during which Spark Digital will undertake hardware support and restoration: Commercial in Confidence Page 3 of 14

4 Hardware Maintenance Service Coverage Hours Service Support/Restoration Hours 8am - 5pm x 5 days per week excl. public holidays ( 8-5x5 ) 7am - 7pm x 7 days per week excl. public holidays ( 7-7x7 ) 24 hours per day x 7 days per week incl. public holidays ( 24x7 ) Optional 2.5 Service Management Service Management for the GMS Network Basic Service and its technical support requirements are provided by Spark Digital Operations. Spark Digital Operations will collate and keep information in accordance with standard Spark Digital operating procedures for specifications relating to the operation and maintenance of all Devices and software provided under the service. GMS Network Basic Service Coverage Hours are defined in the following tables: GMS Network Basic Service Coverage Hours Standard Optional Service Fulfilment 24x7 incl. public holidays Call Reception 24x7 incl. public holidays Monitoring hours 24x7 incl. public holidays Service Support/Restoration Hours 8-5x5 excl. public holidays 7-7x7 excl. public holidays 24x7 incl. public holidays Service Coverage Hours Types Service Fulfilment Hours Call Reception Hours Monitoring Hours Service Support/Restoration Hours Service Coverage Hours Definition The hours during which Service fulfilment support desks are operational. The hours during which incoming telephone calls from customers to the Spark Digital Service Desk are accepted and logged. The hours during which Spark Digital monitors the customers network for events and alerts. The hours during which a customer can call and report a fault or log a request and when work on it will commence. Commercial in Confidence Page 4 of 14

5 Service Support All service restoration activities for the GMS Network Basic Service described are restricted to being handled reactively and apply to customer located devices as detailed within the customers service schedule only. All service restoration calls should be directed to: Spark Digital Operations will coordinate reactive efforts to identify and help fix faults within the GMS Network Basic service product when Hardware Maintenance of customer located devices has been selected. Note: Should a customer have a dedicated service desk all calls and relating to service restoration should be directed to this service desk in the first instance. Service Request Management Normal service and change requests undertaken as a part of the GMS Network Plus Service product shall be initiated by the customer contacting the Spark Digital Service Desk. Service Request (MACs) are to be logged via To make a Service Request (MAC) the GMS Network Service Request Form (Tool) supplied to you in your Welcome Pack. If you do not have the GMS Network Service Request form (Tool) available contact your Spark Digital Account Team Service and change requests are defined by the following tables. GMS Network Service Request ( SR ) Simple Service Request Standard Service Request Complex Service Request Project Basic Standard Service Request Name Simple Service Request Service Request Description A Simple SR is a change to any service parameters that are: Listed under change types classified as Simple SR in the GMS Network Pricing table listed in paragraph 4.2 below; Non Urgent; Involving no more than 10 different changes in total to no more than 2 devices; Simple SRs can be carried out remotely by Spark Digital without requiring attendance at a customer's site; Simple SRs would not require LAN or WAN outage; A Simple SR will not result in any monthly contract changes. Commercial in Confidence Page 5 of 14

6 Standard Service Request Complex Service Request Project A Standard SR is a change that: Change types classified as Standard SR in the GMS Network Pricing table listed in paragraph 4.2 below; A non-urgent change that can be carried out remotely by Spark Digital without requiring attendance at a customer's site; A configuration change involving no more than 10 different changes to 1-10 devices; A Standard SR will not result in any monthly contract changes. Complex SR can be defined as: An urgent Simple or Standard SR; A configuration change involving more than 10 changes to 1-10 devices; Changes requiring relocations and additions (move / add / relinquishment); Any change that require Spark Digital s attendance at the customer site; Service Request that has an impact on the customer contract (add, remove devices or change in service plan). A Project can be defined as large scale changes that: Involve more than 10 devices; Involve multiple sites; Require design involvement; Require elevated co-ordination or operational effort to implement; Carry a substantial risk of causing outage on the customer network or causing alarms on monitored devices that are not directly involved in the SR fulfilment; Where a request is classified as Project the following applies: Projects should be managed under the BAU Spark Digital Project process and may even be required to follow Change Management (as opposed to Service Request Fulfil) Process. Note: Should a customer have a dedicated service desk all calls and relating to service requests and change management should be directed to this service desk in the first instance. Consulting and Design Design and architecture consultancy can be offered in conjunction with GMS - Network as a separate value added professional service. All additional design and architecture consultancy work agreed upon with the customer and undertaken on their behalf will be the responsibility of Spark Digital Professional Services to scope and deliver. This includes a Site Survey defining the areas to be managed to determine or confirm placement and configuration of Wireless Access Points and Wireless Controllers for optimal network performance. The GMS Network - Basic product does not incorporate any aspect of design and architecture consultancy within its offer. Commercial in Confidence Page 6 of 14

7 2.6 Customer Responsibilities It is the customer s responsibility to: Comply with this The GMS Network - Basic Service Product Specification; Ensure that everyone the customer is responsible for or that uses this service complies with this The GMS Network - Basic Service Product Specification; Provide, configure, operate and support related systems; Provide Spark Digital with information about the customer's requirements; Providing a single point of contact for the Spark Digital Service Desk, who will in turn be provided a Spark Digital internal incident number for every case; Ensuring that Requests for Service, Change and incidents are clearly communicated to Spark Digital though the agreed processes; Assist Spark Digital with implementation, fault resolution, service requests or MAC; Owning and ensuring any Changes required are implemented via Spark Digital. Spark Digital will provide input into changes limited to work as requested under a formal service request or MAC; Provision of the authority to process, approve and schedule Requests for Change and to ensure that all required information and approvals have been made before submitting a Request for Change; Ensuring, through the use of industry recognised tools, that any software forming part of the managed infrastructure is not affected by any disabling code; Provision of all consumable items required for the environment etc; Provision of access to the Device s to be managed by this service. This may be via a Spark Digital or third party IPVPN service or an internet facing connection via the Essentials Access Product. Agree and authorise purchases and upgrades reasonably recommended by Spark Digital for; stability, Common Operating Environment and IT hardware and software refresh; Controlling security and security policy outside the scope of the management services, including physical security, end user accounts, passwords and disposal of sensitive material; Ensuring that all Devices connected to the customer's network adhere to security and management policies; Ensuring that all devices connected to the customer network are currently supported by the vendor and in the case of a device becoming End of Life (EOL) steps are taken to upgrade the device as recommended by Spark Digital or hardware maintenance may be withheld; Reviewing any Requests for Change or Impact Assessment Report and/or Statement of Work recommendations provided by Spark Digital. Where the customer rejects a change recommended by Spark Digital in a Request for Change or Impact Assessment Report and/or Statement of Work that materially affects a Service Level, the customer assumes responsibility for the risk identified and Spark Digital shall be relieved from meeting the service level in question. Commercial in Confidence Page 7 of 14

8 2.7 Service Implementation Spark Digital will carry out the following Service Implementation activities: Spark Digital will coordinate the initial implementation project; Spark Digital will work with the customer s staff, providing all necessary scoping, planning, design, process documentation and implementation required to provide the services described in this Product Specification; Discovery and mapping of network infrastructure, monitoring and alerting policies and parameters that relate to the scope, pricing and delivery of the proposed GMS Network - Basic Service; Provide planning and design as appropriate to the Service Implementation; Configure all solution components with the customer, establishing appropriate alerting threshold levels; Installing the remote management network and any tools required for remote monitoring and management of IT or Telecommunications equipment supported by Spark Digital; Overseeing and integrating the build of all required solution infrastructure as required under the scope of this Product Specification; Work to a transition window of an agreed time frame to ensure management continuity; Communicating support processes, contact numbers and details to nominated customer personnel; Complete all activities on the acceptance plan and progress sign off by the customer; The Service Implementation phase will be completed when all activities identified in this paragraph 2.6 above have been completed and signed off by the customer. 2.8 Service Boundaries Unless agreed otherwise, these Services do not include the following: Management of security components that may reasonably be expected to be found within a network device, such as; IDS/IPS, firewall module etc.; Mobile voice services; The customer s in-house applications support and development, other than as required at the Service Desk; Financial management of the customer s information technology and communications Configuration or on-going support of the customer s applications, other than in-scope shrinkwrapped applications; Support of non-windows / Intel hardware and system software unless otherwise specified herein; Repair of equipment when not authorised by the manufacturer to do so; On-site repair or replacement of faulty equipment not covered by an on-site maintenance repair or replacement agreement; Configuration or ongoing support of database management system software and databases; Commercial in Confidence Page 8 of 14

9 Configuration or ongoing support of web or application server software; Installation, upgrades or repair of wiring closets and wiring between closets and workstations; Consumables, including stationery, printer toners, and fuser assemblies, laptop batteries etc.; Costs, including parts and labour, relating to non-warranty device or asset management of the customer s ICT components; If Spark Digital is requested to assist the customer with any items listed above as exclusions, additional charges may apply on a time and materials basis, which shall whenever reasonably possible be notified by Spark Digital to the customer prior to commencing work on excluded services. 3. SERVICE TARGETS This section lists the following: Functional Performance targets performance targets of the service itself. Service Delivery Performance Targets performance targets for Spark Digital s delivery of the service. Provisioning/Change Performance Targets performance targets for Spark Digital s implementation of and changes to the service. 3.1 Functional Performance Targets GMS Network - Basic Service Functional Performance Targets are defined in the following tables. Functional Performance Target Name GMS Network Maintenance Window Functional Performance Target Description The period when routine maintenance can be undertaken on the GMS Network monitoring systems. Service Target Weekly maintenance window for the GMS Network monitoring service is between 2:00 am to 7:00 am, Sunday (NZST). Usual customer notification service levels apply for providing adequate notice to customers. 3.2 Service Delivery Performance Targets GMS Network Basic Service Delivery Targets are defined in the following tables. GMS Network Basic Delivery Performance Targets Std Opt Standard Product Billing Enquiry Response Commercial in Confidence Page 9 of 14

10 GMS Network Planned Outage Notification Call Answering Alarm Notification Incident Response Time (hardware failure incident) 1 Progress Updates (hardware failure incident) 1 Return To Operation (hardware failure incident) 1 1. Applicable where hardware maintenance options have been selected Basic Delivery Performance Target Name GMS Network Monitoring Service Billing Enquiry Response Planned Outage Notification Call Answering Return to Operation (device monitoring) Device Management Alarm Notification Delivery Performance Target Description The elapsed time during service hours between reception of a billing enquiry and a response from Spark Digital. Note: billing enquiries should be directed to the customer s Service Delivery or Account Manager and not through the Spark Digital Service Desk. Elapsed time between advising customer of a planned outage and the planned outage commencement The time taken to answer calls to the Spark Digital Service desk. Calls abandoned within 20 seconds are excluded from this measure. The elapsed time from the receipt of an alarm indicating device monitoring has been interrupted, until it has been restored. The elapsed time between a Device impacting alarm occurrence and the customer being notified that it has occurred and is being investigated and/or resolve Service Target Within 5 Business Days. During the Maintenance Window (see paragraph 3.1 above): within 5 Business Days Outside of the Maintenance Window: within 10 Business Days Emergency planned outages: as much notice as possible 80% of calls are answered within 20 seconds during Call Reception Hours 95% within 2 Monitoring Hours 95% within 1 hour during Service Restoration Hours Commercial in Confidence Page 10 of 14

11 Delivery Performance Target Name Hardware Maintenance Incident Response Time (hardware failure incident) 1 Progress Updates (hardware failure incident) 1 Return To Operation (hardware failure incident) 1 Delivery Performance Target Description The elapsed time between Call Reception or device alarm occurrence and onsite initiation of corrective action. Frequency of updates to the customer on the status of device return to operation restoration activities for incidents requiring onsite attendance The elapsed time between call reception or device alarm occurrence and confirmation to the customer that the device has been returned to operation for incidents requiring onsite attendance 1. Applicable where hardware maintenance options have been selected. Service Target Priority 1: 95% within 1 hour during selected Service Restoration Hours Priority 2: 90% within 4 hours during selected Service Restoration Hours Priority 3: 90% within 8 hours during selected Service Restoration Hours Priority 4: within 8 hours during selected Service Restoration Hours or as agreed. Priority 1: hourly during Service Restoration Hours unless otherwise agreed Priority 1: 95% within 6 hours (metro) or within 8 hours (nonmetro) during selected Service Restoration Hours Priority 2: 90% within 9 hours (metro) or within 12 hours (nonmetro) during selected Service Restoration Hours Priority 3: 90% within 2 Business Days (metro and non-metro) Priority 4: As agreed with Customer 3.3 Incident Priority Matrix Incident priority is determined from a combination of Impact and Urgency, as described below. Impact is the effect of the Incident on the client s business, measured by the number of the client s users and the extent of the Client s ICT Infrastructure that is affected. Urgency indicates the speed of action required, the degree to which the business can bear a delay in resolution and the availability of a Workaround or Fix. Priority considers impact and urgency to ensure available resources are applied effectively according to business rules and Service Levels. Impact Enterprise Description Impact to all users at multiple client sites Impact to a critical site, system or service Commercial in Confidence Page 11 of 14

12 Site/Dept Multiple Users One User Impact to all users at a single client site Impact to all users in one department Impact to multiple users at several sites Impact to multiple users at one site Impact to a single user Impact occurred once only Urgency 1 Critical 2 High 3 Average 4 Low Description Will have serious impact on client business if not resolved within P1 target timeframe Will have serious impact on client business if not resolved within P2 target timeframe Will have serious impact on client business if not resolved within P3 target timeframe Will not have serious impact on client business Priority = Impact & Urgency Impact Urgency P1 P1 P2 P2 2 P1 P2 P2 P3 3 P2 P2 P3 P3 4 P2 P3 P3 P4 3.4 Provisioning/Change Targets The GMS Network Basic Service Provisioning/Change Targets are defined in the following table. GMS Network Change/Provisioning Targets Simple Service Request Completion Standard Service Request Completion Complex Service Request Completion Project Completion Basic Standard Commercial in Confidence Page 12 of 14

13 Change/Provisioning Target Name Simple Service Request Completion Standard Service Request Completion Complex Service Request Completion Project Completion Change/Provisioning Target Description The elapsed time between receipt of Service Request classed as Simple and fulfilment of the Service Request The elapsed time between receipt of Service Request classed as Standard and fulfilment of the Service Request The elapsed time between receipt of Service Request classed as Complex and fulfilment of the Service Request The elapsed time between receipt of Service Request classed as a Project and fulfilment of the Service Request Service Target 90% within 10 business hours As agreed As agreed As agreed 4. STANDARD FEES AND INVOICING 4.1 Invoicing Customer Fees may include one or more of the following: Installation Fees Monthly Fees Moves, Adds and Changes Fees Call Out Fees. Implementation Fees Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing, activation and handover. Project Management Fees Project Management fees are invoiced in arrears and cover items such as organising customer and third party resources and equipment, achieving project budgets, timeframes and deliverables, and minimising project risk. Fixed Monthly Fees Fixed monthly fees are invoiced in advance and cover the provision and management of the GMS Network services included in the customer s GMS Network Service Schedule. Fixed monthly fees are applicable from the date that Spark Digital advises the customer that the service is capable of being used between the designated service delivery points. Spark Digital is not responsible for the customer s non-use of the service due to implementation delays beyond the service delivery points. Commercial in Confidence Page 13 of 14

14 Variable Fees Any applicable variable fees, for example associated with time, volume or usage, are normally invoiced monthly in arrears. Miscellaneous Fees One-time fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations, and configuration changes requested by the customer. 4.2 Service Requests Moves Adds and Changes (MACs) Definitions: Moves and Adds: are relocations of or additions to site connections or terminating equipment that require Spark Digital attendance at a customer's site. Configuration Changes: Configuration Changes are changes to any service parameters that are carried out remotely by Spark Digital without requiring attendance at a customer's site. Complex Service Requests (MACs): Spark Digital and the customer will treat complex MACs as a project for which a timetable and charges will be agreed. Service Hours: All Service Requests (MACs) will be carried out at Spark Digital's discretion during the agreed service hours. There is an additional charge for implementing MACs at a specific time requested by the customer. Service Request (MAC) Fees: shall be charged as per clause 4 of the Service Schedule. Commercial in Confidence Page 14 of 14

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