OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

Transcription

1 OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE

2 TABLE OF CONTENTS 1 CONTACT DETAILS The Client Contract Management Team and Contact Details The Client Authorised Staff Insite s Contract Management Team and Contact Details SERVICES Overview of Support & Maintenance Service The Client Responsibilities Definitions SERVICE DELIVERY PROCESS Service Levels Insite Network Operations Centre (NOC) Network Monitoring Fault Calls Escalation Procedure SLA Exclusions CHANGE MANAGEMENT Procedures Adds, Moves and Changes Planned Outages Network Developments SERVICE MANAGEMENT Review Meetings Management Reports... 10

3 Schedule 12 1 Contact Details 1.1 The Clients Contract Management Team and Contact Details Position Name Telephone Number Mobile Number Address 1.2 The Clients Authorised Staff The following staff are authorised by The Client to instruct Insite to undertake additional chargeable works. Position Name Telephone Number Mobile Number Address 1.3 Insite s Contract Management Team and Contact Details Position Name Telephone Number Mobile Number Address Page 1 of 11

4 Schedule 12 2 Services 2.1 Overview of Support & Maintenance Service Insite will be responsible for the provision of a pro-active Managed Service to support IT infrastructure required by Microsoft Dynamics AX 2012 and companions products encompassing; Business ready support whereby all Critical (P1) faults are diagnosed and resolved 24 x 7 such that systems are available and fully functional at the start of every business day; Pro-active management and maintenance of IT infrastructure & Microsoft technology platforms on which Dynamics AX 2012 is dependant; Fault diagnosis and resolution; Continuous 24 x 7 monitoring and alerting of critical Windows services and server thresholds; Ad-hoc analysis of server utilisation to assist in diagnosis of performance issues; Management and validation of SQL Server maintenance plans and backups; Service desk for call management & management of third party resolver groups Installation of Microsoft hot fixes, security updates and service packs (excluding Dynamics AX 2012); Dynamics AX 2012 data refreshes; Assisting with application updates and patches on a time and materials basis; Hardware maintenance services using HP Care Packs; Statistical analysis for the generation of Management Information; Change Control Management; Operational Review Meetings at an agreed frequency; Quarterly Account Management Meetings; Annual Management Review Meetings. 2.2 The Client Responsibilities The Client is responsible for: First line and support and Servicedesk facilities; Application support; Valid support agreements with ebecs and other third party resolver groups; Supply and installation of business grade, low latency Internet or MPLS network connections with sufficient bandwidth to support thin client application deployment; Supply and installation of all WAN based equipment on each Site; Site specific configuration details such as IP addressing, VLAN allocations, SNMP community name, etc. for each Site. Page 2 of 11

5 Schedule Definitions Business ready support Critical (P1) faults are resolved 24 x 7 to ensure line of business applications are always available at the start of every business day Cover Hours Insite shall provide the Managed Service on a 24 x 7 basis and in accordance with the service levels set out in clause 3.1. Insite shall provide fault resolution as follows: 24 x 7 cover is provided for Critical (P1) faults; Cover for all other fault priorities is provided from to Monday to Friday, excluding UK public holidays; The Client s Working Hours These are the standard hours when The Client Sites are occupied. At present the working hours are :00 Monday to Friday, excluding UK bank holidays Service Outages Event A planned Service Outage is one which is known about at least five days before the service outage takes place. An Emergency Service Outage is one which is known about less than five days before the Service Outage occurs. In some instances Emergency Service Outages may occur at short notice (with less than 8 hours notification). Any condition which indicates there is a problem or fault Call Logged A fault call, request for change, request for information or notification which has been recorded on Insite s call logging system and has been notified to The Client Configuration Management The definition and application of specific agreed conditions on devices to ensure that they operate in accordance with the requirements to deliver the service required SNMP Event Reliability An automatically generated Simple Network Management Protocol condition which is indicative of any given device or component failure. Reliability is defined as the numbers of incidents affecting the availability within the period. Page 3 of 11

6 Issue Schedule 12 Any reoccurring event which can not be resolved by Insite due to the failure of a third party, hardware or entity outside of Insite s reasonable control Availability Availability is defined as the proportion of time when The Client systems are available for use by all users at any site within the Cover Hours. Availability will be measured on a monthly basis. Excluded from the Availability calculation will be all agreed and authorised maintenance, scheduled server reboots and scheduled Downtime. Servers included within the availability calculation are detailed in paragraph Maintenance Window A period agreed between Insite and The Client when scheduled maintenance can take place. This is normally within standard UK working hours, but can be out-of-hours at extra cost Occurrence An occurrence is defined as each and every instance or incident whereby a specific Service Level is not achieved. Page 4 of 11

7 Schedule 12 3 Service Delivery Process 3.1 Service Levels Availability Insite will make the Managed Service available during the Cover Hours. Scheduled outages will be excluded from this measure providing they are agreed in advance with the Client. Availability SLA Metric (Measured over the Cover Hours) Measurement Interval Availability Client systems >99.95% Continuous The availability measure will be applied to each calendar month period Fault Resolution Priority Definition Response Time Fix Time CRITICAL Complete application failure or major 1 hour 4 hours (P1) disruption to normal business operations HIGH Partial application failure or a fault which 2 hour 6 hours (P2) effects all users at a single location causing significant disruption to business operations MEDIUM A fault that effects a workgroup with little effect 4 hour 10 hours (P3) LOW (P4) QUICK ASSIST on normal business operations A fault that effects individual users that does not have any impact on normal business operations Password resets, thin client session resets, etc. 8 hours 16 hours 15 mins 30 mins Change Management Change Management Implementation of an approved change request New Provision Quotation SLA Metric <48 hours, or such other reasonable time as may be agreed with The Client <5 Days, or such other reasonable time as may be agreed with The Client 3.2 Insite Network Operations Centre (NOC) Insite s Network Operations Centre (NOC) shall be responsible for the provision of Managed Service during the Cover Hours. Insite s NOC will continuously monitor The Client systems on a 24 x 7 basis. Critical Events will be diagnosed & resolved before the start of the next business day. All other events will be progressed the next business day. Insite s NOC shall be the primary point of contact for all Client Authorised Users. 3.3 Network Monitoring Insite shall deploy and maintain Server and Application Monitor (SAM) to monitor, raise alerts and generate statistics on the availability of the servers. Page 5 of 11

8 Schedule Fault Calls Insite shall configure SAM to discover all equipment to be managed for which Managed Service will be provided. This will entail, but will not be restricted to, Windows services, server resource thresholds, receiving SNMP (v3) events, WMI data, traps and statistical data Call Logging Insite shall operate a Call Logging System to log and record: All faults raised automatically from SAM upon receipt of a pre-defined SNMP event; All faults or questions raised manually by The Client. The call logging system will provide The Client with a unique call reference number and allow searching and the recovery of fault or question details from this call reference number Insite NOC Diagnosed Faults Hardware and Software Faults Where Insite s NOC diagnoses a hardware or software fault, a new call will be logged on Insite s Call Logging System. Each new call shall be allocated a unique, automatically generated call reference number. Insite s NOC shall be responsible for notifying The Client of the existence of the fault and the call reference number, managing the call until final resolution, entering regular updates on the Call Logging System regarding the status of the call, including any fault reference number allocated by The Client, resolving the fault remotely and or dispatching an engineer and replacement parts to site, as required. Following resolution of the fault, Insite s NOC shall be responsible for obtaining The Client s agreement that the fault has been resolved to their satisfaction. However, the call will be automatically closed if the customer does not respond to three requests for confirmation The Client Diagnosed Faults Process The Client s IT Helpdesk will provide a focal point for its users to raise faults and will be responsible for undertaking first line diagnosis with them. Only the Clients Authorised Users will be able to raise faults with Insite s NOC. All The Client staff authorised to raise faults will be maintained as Schedule 13 to this agreement Fault Resolution Faults will be classified by priority, responded to and rectified within the times set out in table above. The priority of an incident is agreed between the Client and Insite and is primarily determined by the impact on business operations and the urgency with which a resolution or work-around is needed; this is reflected in the overall classification. Faults identified outside of Cover Hours will be logged. Resolution of all faults will begin at the commencement of the period of Cover Hours; or in the case of a Critical priority fault, where the Cover Hours are 24 hours a day, at the time when the fault is logged. SLA timers will be paused outside of the Cover Hours Fault Signoff Following resolution of any fault, Insite shall be responsible for obtaining the Client s agreement that the fault has been resolved to their satisfaction. However, the call will be automatically closed if the customer does not respond to three requests for confirmation Page 6 of 11

9 Schedule Escalation Procedure In the event that the defined service level targets are not achieved, the following escalation procedure will be followed: Escalation Threshold When SLA Target is breached Every 4 hours after SLA target breached Breach of Critical priority (P1) call or complete loss of service Escalation To: Insite s Servicedesk to the Client s ICT Manager Insite s Servicedesk to the Client s ICT Manager Insite s Technical Support Manager to the Client s ICT Manager 3.6 SLA Exclusions Any service affecting issue resulting from the failure of a third party, including the Internet Service Provider or Network Service Provider. Insite shall not be held responsible for breach of Availability or SLA caused by any event outside of its reasonable control. Only infrastructure for which Insite holds administrative login credentials is considered within its reasonable control. Page 7 of 11

10 Schedule 12 4 Change Management 4.1 Procedures Both the Client and Insite can generate Requests for Information (RFIs), Requests for Change (RFCs) and Notifications. Insite s NOC will act as a single point of contact for the receipt, acknowledgement, and progression of all RFIs, RFCs and Notifications raised by the Client, ensuring that they are actioned by Insite s relevant business area. The Client s ICT Manager will act as a single point of contact for the receipt, acknowledgement, and progression of all RFIs, RFCs and Notifications raised by Insite All RFIs, RFCs and Notifications will be distributed electronically to Insite s NOC or the Client s ICT Manager as required. Depending upon the nature of the request, the following matters will normally be addressed during the Change Control Procedure: Site/equipment affected; Requestor name; Detailed plan; Regression plan; Action date/time; Risk analysis including estimate of downtime or business disruption; Financial Impact; Approval and sign off; Authority The Client All RFIs raised by the Client must originate from The Client s ICT Manager before being processed by Insite. All RFCs must be signed off by both The Client Authorised Staff as listed in Clause 1.2 and Insite before implementation. All Notifications raised by The Client must originate from the Client s ICT Manager and be acknowledged by one of Insite s Technical Support Principals. In order to accommodate for the unavailability of the Client s ICT Manager. The Client will provide Insite with a list of personnel authorised to act on behalf of the ICT Manager Authority Insite All RFIs raised by Insite must originate from a Technical Support Principal, prior to being processed by the Client. All RFCs must be signed off by both the Client Authorised Staff as listed in Clause 1.2 and Insite before implementation. All Notifications raised by Insite must originate from a Technical Support Principal and acknowledged by the Client s ICT Manager. Page 8 of 11

11 Schedule Adds, Moves and Changes Insite s NOC assumes responsibility for the change control process for the Clients systems. Where appropriate, a full and detailed implementation and fallback plan is developed for any proposed change. Risk analysis of the potential impact of a change on existing live services is carried out and with discussion on a suitable schedule for the change. Insite assumes all responsibility for the change control process for the Client. Suitable levels of sign-off, approval and escalation throughout the change process are agreed prior to the change taking place and to ensure that there is enough time to plan. Suitable notification periods are agreed in advance. The Client s ICT Manager will be responsible for Insite s proposed solution sign off. 4.3 Planned Outages From time to time, Insite will need to undertake planned maintenance on the Clients systems, which may result in the Service or parts of the Service being unavailable for short periods. Insite will undertake these to minimise downtime following consultation with and written agreement of the Maintenance Window from The Client. Insite will only ever undertake planned outages following consultation with and written agreement from The Client Emergency works It is possible that occasionally essential emergency engineering work could affect the services offered, and in such cases Insite will use all reasonable endeavours to give at least 8 hours and a minimum of 2 hours notice to the Client. Insite will use all reasonable endeavours to ensure that no emergency works will result in a downtime (without a work around) of more than two hours. 4.4 Network Developments All developments on the network (excluding the test environment) must adhere to the processes described above, and will be managed as development projects. Page 9 of 11

12 Schedule 12 5 Service Management 5.1 Review Meetings Regular review meetings between Insite and the Client are an important control mechanism to ensure that any potential Issues can be identified before they become problems and managed accordingly. Such meetings present the opportunity for both parties to ensure the direction that the Managed Service is taking is the right one and also provides a forum to ensure the development of the Managed Service in line with expectations. Responsibility for the provision of Meeting Minutes will be shared between Insite and the Client. These minutes will be distributed out to all the relevant parties concerned as soon as possible after the meeting taking place. The review meetings to be held are set out below: Service Commencement Meeting Insite s Project Team will formally meet the Client s Team immediately following contract award Regular Operations Management and Service Review Meetings At the request of either the Client or Insite an Operations Management and Service Review Meeting may be held. The focus of the Operational Management and Service Review Meetings will be to review the performance of the Managed Service at an operational level Annual Service Review Meeting The focus of the Annual Service Review Meetings will be to review the performance over the Service Period, any exceptions during the Service Period, and the strategic development of the network and the Managed Services. 5.2 Management Reports Regular management reports are considered an essential mechanism for ensuring that the managed service is operating to the satisfaction of all parties and that potential problems are identified at an early stage. Insite provides a standard set of management reports, as follows: Availability for key infrastructure components Calls by current status Calls by SLA Fix Calls by SLA Response Calls by Problem Profile Calls by SLA Priority Calls by GL sites Change Requests Standard management reports shall be provided, at least, quarterly and within one month of the end of the period under review. Further reports may be made available by agreement. Complex reports may incur a charge. Page 10 of 11