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

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "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

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please

More information

SERVICE SCHEDULE PULSANT ENTERPRISE CLOUD SERVICES

SERVICE SCHEDULE PULSANT ENTERPRISE CLOUD SERVICES SERVICE SCHEDULE PULSANT ENTERPRISE CLOUD SERVICES This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied

More information

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD

More information

Service Level Agreement: Support Services (Version 3.0)

Service Level Agreement: Support Services (Version 3.0) Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer

More information

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS)

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) 1. Introduction This Statement of Work (SOW) is an appendix to the existing Master Services Agreement between

More information

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The

More information

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09 Your IT Helpdesk and On-Site and Remote Support Terms and Conditions These terms and conditions are in addition to our standard Terms of Business (available at http://www.tripod-it.co.uk) Our company details

More information

SERVICE SCHEDULE DEDICATED SERVER SERVICES

SERVICE SCHEDULE DEDICATED SERVER SERVICES SERVICE SCHEDULE DEDICATED SERVER SERVICES This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under a

More information

SERVICE SCHEDULE PUBLIC CLOUD SERVICES

SERVICE SCHEDULE PUBLIC CLOUD SERVICES SERVICE SCHEDULE PUBLIC CLOUD SERVICES This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under a Contract

More information

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

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

More information

means the charges applied by Ancar B Technologies Limited which recur annually;

means the charges applied by Ancar B Technologies Limited which recur annually; This Service Schedule is supplemental to the Master Service Agreement Net-L1-3. CONTENTS Schedule 1 - DEFINITIONS... 1 Schedule 2 - MANAGED INTERNET ACCESS SERVICE PRODUCT INFORMATION... 3 1 MANAGED INTERNET

More information

Private Cloud for Dynamics AX

Private Cloud for Dynamics AX Private Cloud for Dynamics AX Why consider Private Cloud for Dynamics AX? Microsoft Dynamics AX is a flexible, feature rich product which, if managed and supported proficiently, delivers significant business

More information

Dynamics CRM - Support Service Description

Dynamics CRM - Support Service Description Service Description Contents CRM SUPPORT PLANS... 3 SUPPORT DEFINITIONS... 4 Incident Management... 4 Request Fulfilment... 4 Event Management... 4 Service Availability... 4 Response Time... 5 Resolution

More information

Amcom Service Level Agreement

Amcom Service Level Agreement Amcom Service Level Agreement September 2015 Amcom Pty Ltd ACN 009 336 341 amcom.com.au Level 22, 44 St Georges Terrace, Perth WA 6000 GPO Box 2541, Perth WA 6001 Contents Definitions and Interpretation...

More information

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level

More information

RSA SecurID Tokens Service Level Agreement (SLA)

RSA SecurID Tokens Service Level Agreement (SLA) RSA SecurID Tokens Service Level Agreement (SLA) 1. Agreement This Agreement defines RSA SecurID services provided to a Customer. Service definitions include responsibilities, hours, availability, support

More information

Adlib Hosting - Service Level Agreement

Adlib Hosting - Service Level Agreement Adlib Hosting - Service Level Agreement June 2014 This service level agreement (SLA) applies to the Adlib Hosting services provided by Axiell ALM Netherlands BV, and includes the activities and facilities

More information

This Service Level Agreement applies to the Services as defined in the Service Supply Agreement.

This Service Level Agreement applies to the Services as defined in the Service Supply Agreement. Service Level Agreement This Service Level Agreement applies to the Services as defined in the Service Supply Agreement. DEFINITIONS Billing Period One calendar month, commencing from the Commencement

More information

Customer Hosted Service Description and Service Level

Customer Hosted Service Description and Service Level Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November

More information

MASTER SERVICE LEVEL AGREEMENT (MSLA)

MASTER SERVICE LEVEL AGREEMENT (MSLA) MASTER SERVICE LEVEL AGREEMENT (MSLA) Charles Darwin University Document Owner Service Level Manager Zubair NAQVI Zubair NAQVI Version Date Revision/Description Author 1.00 16 February 2010 Creation Zubair

More information

>99.95% availability. Guaranteed. 1

>99.95% availability. Guaranteed. 1 >99.95% availability. Guaranteed. 1 Managed Services for Microsoft Dynamics AX Dependable, On-Premise, Off-Premise, and Private Cloud solutions from the UK leader 1 Using high availability infrastructure

More information

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and

More information

We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions

We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions SCHEDULE 4 KEY PERFORMANCE INDICATORS, SERVICE LEVELS AND

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

Service Level Agreement

Service Level Agreement Service Level Agreement For DanDomain server and infrastructure services Contents 1. Introduction... 2 2. Definitions... 3 3. Technical support... 4 4. Hotline... 4 5. Change requests... 4 6. Maintenance

More information

SERVICE LEVEL AGREEMENT January 2015

SERVICE LEVEL AGREEMENT January 2015 SERVICE LEVEL AGREEMENT January 2015 Please Note: This may not be the newest version of this document; due to our policy of continuous improvement and to meet the changing needs of our clients service

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July

More information

Bloom Enhanced Performance Monitoring Service Level Agreement

Bloom Enhanced Performance Monitoring Service Level Agreement Bloom Enhanced Performance Monitoring Service Level Agreement 1 SERVICE DESCRIPTION The Enhanced Performance Monitoring Service provides an enterprise-class level of assurance with regards to the performance

More information

S E R V E R C E N T R E H O S T I N G

S E R V E R C E N T R E H O S T I N G S E R V E R C E N T R E H O S T I N G Managed Hosting Multi Tenant Platform Microsoft Dynamics CRM 2013 Service Level Agreement Server Centre Hosting Limited Master Version - 2.1 Server Centre Hosting

More information

Service Level Agreement for Database Hosting Services

Service Level Agreement for Database Hosting Services Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement

More information

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date :

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date : Customer Service Charter TEMPLATE Customer Service Charter Version: 0.1 Issue date : Document Information Document Name Document Overview Author Approver Document Owner Document Owner Telephone Document

More information

January 2015. Brennan Voice and Data Pty Ltd. Service Level Agreement

January 2015. Brennan Voice and Data Pty Ltd. Service Level Agreement January 2015 Brennan Voice and Data Pty Ltd Service Level Agreement 1. Introduction This document describes the service level commitment to Brennan Voice and Data Clients in relation to the following services

More information

Terms & Conditions for ADM s IT Support Customers

Terms & Conditions for ADM s IT Support Customers Terms & Conditions for ADM s IT Support Customers (Standard, Standard Plus, Premium, Premium Plus) ADM Computing (the 'Company'), Chaucer Road, Canterbury, Kent, CT1 1HH 1. (1) Applicable to IT Support

More information

mbits Network Operations Centrec

mbits Network Operations Centrec mbits Network Operations Centrec The mbits Network Operations Centre (NOC) is co-located and fully operationally integrated with the mbits Service Desk. The NOC is staffed by fulltime mbits employees,

More information

Incident Management Policy

Incident Management Policy Incident Management Policy Draft SEC Subsidiary Document DCC Public 01 July 2015 BASELINED VERSION 1 DEFINITIONS Term Black Start CPNI Code of Connection Crisis Management Disaster HMG Incident Party Interested

More information

Link-Connect Service Level Agreement

Link-Connect Service Level Agreement Link-Connect Service Level Agreement (Frequency: Monthly) Link-Connect Services Ltd Frensham House Farnham Business Park Weydon Lane, Farnham Surrey, GU9 8QT T: 01252 740800 W: www.link-connect.com Linking

More information

Schedule 2Z Virtual Servers, Firewalls and Load Balancers

Schedule 2Z Virtual Servers, Firewalls and Load Balancers Schedule 2Z Virtual Servers, Firewalls and Load Balancers Definitions Additional Charges means the charges payable in accordance with this schedule. Customer Contact Centre means Interoute s Incident management

More information

Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement

Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd 108 The Promenade Camp Hill, QLD 4152 Ph: 07 3324 6150 Fax: 07 3324 6101 www.ezims.com.au info@ezims.com.au

More information

ICT SUPPORT SERVICES

ICT SUPPORT SERVICES ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The

More information

SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS

SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS 1 Purpose of SLA SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS This SLA provides a mutual understanding of the Service Level expectations of both parties and defines the benchmark for measuring

More information

Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint

Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint CUSTOMER Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and

More information

INCIDENT MANAGEMENT SCHEDULE

INCIDENT MANAGEMENT SCHEDULE INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PUBLIC DE4 LIMITED 15/01/2014 INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PROCEDURE In the event that you become aware of any fault

More information

Schedule 5: SaaS Premium Service Level Agreement

Schedule 5: SaaS Premium Service Level Agreement Schedule 5: SaaS Premium Service Level Agreement Service Level Agreement Number - - - - - _- _- _- _ ( ) Document Version: SLA (with SAAS) V_1_4 Contents 1. Provision of Service Warranty 3 1.1. Formula

More information

[Type text] SERVICE CATALOGUE

[Type text] SERVICE CATALOGUE [Type text] SERVICE CATALOGUE IT Services 1 IT Support and Management Services SERVICE AREA: SERVICE DESK Users can contact the Service Desk via the phone or an online web form for all their ICT service

More information

Statement of Service Enterprise Services - AID Microsoft IIS

Statement of Service Enterprise Services - AID Microsoft IIS Statement of Service Enterprise Services - AID Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The

More information

CWSI Service Definition for Server Monitoring

CWSI Service Definition for Server Monitoring CWSI Service Definition for Server Monitoring October 2015 Contents I. Document Control... 3 a). History... 3 b). Reference Documents... 3 II. Company and Contact information... 3 1. About CWSI... 4 2.

More information

Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0)

Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0) Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0) Prepared by: State of Indiana Indiana Office of Technology Delivery Services Prepared for: State of

More information

1.1 SERVICE DESCRIPTION

1.1 SERVICE DESCRIPTION ADVANIA OPENCLOUD SERCVICE LEVEL AGREEMENT 1.1 SERVICE DESCRIPTION The service is designed in a way that will minimize Advania s operational involvement. Advania administrates the cloud platform and provides

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter { Page 1 Contents 1. Managed Service for MaaS360 Helpdesk to Helpdesk Support 3 1.1 Introduction 3 1.2 Scope of service 3 1.3 Exclusions

More information

GCI Channel Client Support Plan

GCI Channel Client Support Plan GCI Channel Client Support Plan 1 Quick Contact Reference: We want to make contacting GCI as easy as possible for our customers therefore you may get your message across via a-few different platforms:

More information

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services Sagari Ltd Service Catalogue and Service Level Agreement For Outsource IT Services Managed Services Service Level Agreement 1 Introduction This Service Catalogue and Service Level Agreement (SLA) constitutes

More information

The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service.

The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service. (SLA) The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service. Network Internal Network The internal network includes cables, switches, routers, and firewalls

More information

CRM in a Day Support Services Agreement

CRM in a Day Support Services Agreement CRM in a Day Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: This Agreement sets forth the terms and conditions under with CRM in a Day shall support the Microsoft

More information

Service Level Agreement LiIT Cloud Services Level Agreement SLA Version 2.0

Service Level Agreement LiIT Cloud Services Level Agreement SLA Version 2.0 Service Level Agreement LiIT Cloud Services Level Agreement SLA Version 2.0 This document summarises LiIT Cloud s service level agreement for hosted services. This document is incorporated in the LiIT

More information

S E R V E R C E N T R E H O S T I N G

S E R V E R C E N T R E H O S T I N G S E R V E R C E N T R E H O S T I N G Managed Hosting Microsoft Lync - Service Level Agreement Server Centre Hosting Limited Master Version - 2.1 Server Centre Hosting Ltd, The Old Public House, 3 Watnall

More information

Technical Support Supplementary Terms Technical Support The Hideout

Technical Support Supplementary Terms Technical Support The Hideout Technical Support Supplementary Terms We re The Hideout. www.thehideout.co.uk 1. Interpretation 1.1 The following definitions and rules of interpretation apply in these supplementary terms. Commercially

More information

Marval Software Limited. G Cloud iii Framework Service Definition

Marval Software Limited. G Cloud iii Framework Service Definition 1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)

More information

ABERDEEN CITY COUNCIL. Title of Report : Blackberry Managed Support Services

ABERDEEN CITY COUNCIL. Title of Report : Blackberry Managed Support Services ABERDEEN CITY COUNCIL Name of Committee : Continuous Improvement Date of Meeting : 6 May 2008 Title of Report : Blackberry Managed Support Services Lead Officer : Rhona Atkinson, Head of Service Design

More information

G-Cloud Service Definition. for. Xicon Cloud SCS - SQL Server Managed Services

G-Cloud Service Definition. for. Xicon Cloud SCS - SQL Server Managed Services G-Cloud Service Definition for Xicon Cloud SCS - SQL Server Managed Services XICON-CLOUD-SCS-SQL, 1.0 dated 15/12/2014 Page 1 of 5 CONTENTS 1 XICON CLOUD SCS - SQL SERVER MANAGED SERVICES 3 1.1 SERVICE

More information

Ways of Working Dec 2015

Ways of Working Dec 2015 KPMG Hands-On Management Pty. Limited 147 Collins Street Melbourne Vic, 3000 GPO Box 2291U Melbourne Vic 3001 Australia ABN: 31 002 881 058 Ways of Working Dec 2015 1 Annual Software Maintenance Plan Maintenance

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SUPPORT SERVICES SERVICE LEVEL AGREEMENT SUPPORT SERVICES (SERVICE LEVEL AGREEMENT) Definitions: Acknowledged means an acknowledgement of the Receipt either by phone or email; Additional Services means

More information

Virtual Server Hosting Service Definition. SD021 v1.8 Issue Date 20 December 10

Virtual Server Hosting Service Definition. SD021 v1.8 Issue Date 20 December 10 Virtual Server Hosting Service Definition SD021 v1.8 Issue Date 20 December 10 10 Service Overview Virtual Server Hosting is InTechnology s hosted managed service for virtual servers. Our virtualisation

More information

Student Computer Labs Pharos Print Service

Student Computer Labs Pharos Print Service 1 General Overview This is a Service Level Agreement ( SLA ) between and the Student Computer Labs to document: The technology services Student Computer Labs provides to the customer The targets for response

More information

Conditions for ICT Partner Solutions Service Schedule for SecureData Service

Conditions for ICT Partner Solutions Service Schedule for SecureData Service 1. Definitions & Interpretations Conditions for ICT Partner Solutions Service Schedule for The following definitions shall apply to the provisions of the Service, in addition to those in the General Terms

More information

APPENDIX 1 PRODUCT SPECIFICATION

APPENDIX 1 PRODUCT SPECIFICATION APPENDIX 1 PRODUCT SPECIFICATION Product Specifications Voice System Maintenance Service 1. Introduction This document contains information describing the Voice System Maintenance Service. This document

More information

REDCENTRIC MANAGED SERVER SERVICE DEFINITION

REDCENTRIC MANAGED SERVER SERVICE DEFINITION REDCENTRIC MANAGED SERVER SERVICE DEFINITION SD062 V1.4 Issue Date 01 July 2014 1) OVERVIEW The Managed Server service (MSS) provides access to Redcentric s 24x7 support capability, technical skills and

More information

Problem Management ITIL v3 Problem Management Process

Problem Management ITIL v3 Problem Management Process ITIL v3 Process...root cause analysis Content Key definitions Purpose and Objectives Opening problem scenarios Scope Value to business Problem models Reactive and proactive problem management Process Workflow

More information

We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions

We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions SCHEDULE 2 SERVICES 1 Purpose of this Schedule 1.1 This

More information

Customer Support Handbook

Customer Support Handbook Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting

More information

AVMI. Lot 4: Software as a Service - AVMI. Video Conferencing - Pay as you go AVM Connect Desktop

AVMI. Lot 4: Software as a Service - AVMI. Video Conferencing - Pay as you go AVM Connect Desktop AVMI Lot 4: Software as a Service - AVMI Video Conferencing - Pay as you go AVM Connect Desktop Contents Introduction to AVMI Cloud Services... 3 Video Conferencing - Pay as you go AVMI Connect Desktop...

More information

i. Maintenance of the operating system, applications, content on the server, or fault tolerant network connections

i. Maintenance of the operating system, applications, content on the server, or fault tolerant network connections Physical Co-location Service Level Agreement 1. Agreement This agreement is to define Physical Server Co-location services provided to a Customer. Typically, service definitions include hours, availability,

More information

CLOUD SERVICE SCHEDULE Newcastle

CLOUD SERVICE SCHEDULE Newcastle CLOUD SERVICE SCHEDULE Newcastle 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule,

More information

Customer Service Level Agreement. Version 1.6, published 20th October 2009 09:13

Customer Service Level Agreement. Version 1.6, published 20th October 2009 09:13 Version 1.6, published 20th October 2009 09:13 Contents 1 Breakdown of Product Support and Services... 3 1.1 PureResponse software support... 3 1.2 PureResponse email and SMS delivery services... 3 2 Service

More information

pavassure Resolve Service desk Onsite diagnosis and recovery Enhanced hours support Monitor Event monitoring & alerting Reporting Services

pavassure Resolve Service desk Onsite diagnosis and recovery Enhanced hours support Monitor Event monitoring & alerting Reporting Services Factsheet : pavassure pavassure has been designed to deliver your business and IT team complementary technical experience, service and support offerings to assist you in the delivery and of your IT service

More information

Statement of Service. Enterprise Services - WATCH MySQL Database. Customer. MANAGE Services for MySQL

Statement of Service. Enterprise Services - WATCH MySQL Database. Customer. MANAGE Services for MySQL Statement of Service Enterprise Services - WATCH MySQL Database Customer 1 TABLE OF CONTENTS 1.0 Introduction... 5 2.0 Engagement overview & scope... 5 3.0 Detailed Scope... 6 3.1 24/7 Monitoring and Alerting...

More information

Monitoring, Managing, Remediating

Monitoring, Managing, Remediating MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard

More information

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007 Fully Managed IT Support Proactive Maintenance Disaster Recovery Remote Support Service Desk Call Centre London Office ITVET Limited 2 nd Floor 145 157 St John Street London EC1V 4PY t: +44(0)8704 232

More information

SERVICE SCHEDULE MANAGED HOSTED APPLICATIONS

SERVICE SCHEDULE MANAGED HOSTED APPLICATIONS SERVICE SCHEDULE MANAGED HOSTED APPLICATIONS This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under

More information

1 Introduction. 2 Design and Functionality. 3 Client Support

1 Introduction. 2 Design and Functionality. 3 Client Support Changefirst Enterprise Service Level Agreement 1 Introduction This Service Level Agreement between Changefirst and the Client describes the support processes and services which Changefirst provides to

More information

Schedule Document. Leased Lines & Ethernet Based Services. Node4 Limited 29/11/2007

Schedule Document. Leased Lines & Ethernet Based Services. Node4 Limited 29/11/2007 Schedule Document Leased Lines & Ethernet Based Services Node4 Limited 9//007 SCHEDULE Additional terms, Service Description & Service Level Agreement for Leased Lines & Ethernet Based Services. SERVICE

More information

Statement of Service Enterprise Services - MANAGE Microsoft IIS

Statement of Service Enterprise Services - MANAGE Microsoft IIS Statement of Service Enterprise Services - MANAGE Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The

More information

Information Technology Services Core Services SLA

Information Technology Services Core Services SLA Information Technology Services Information Technology Services Core Services SLA This Service Level Agreement defines the levels of service provided by Information Technology Services to Victoria University

More information

CRM Support Services Agreement

CRM Support Services Agreement CRM Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: Points Purchased in Initial Minimum Term: This Agreement sets forth the terms and conditions under which The CRM

More information

Infasme Support. Incident Management Process. [Version 1.0]

Infasme Support. Incident Management Process. [Version 1.0] Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary

More information

Service Level Agreement. Level: Standard. SLA Standard: VDS - Dedicated server - Colocation. By: Openminds bvba Zwijnaardsesteenweg 169/103 9000 Ghent

Service Level Agreement. Level: Standard. SLA Standard: VDS - Dedicated server - Colocation. By: Openminds bvba Zwijnaardsesteenweg 169/103 9000 Ghent Service Level Agreement Level: Standard By: Openminds bvba Zwijnaardsesteenweg 169/103 9000 Ghent http://www.openminds.be/ info@openminds.be Version 2.0 - january 2011 Pagina 1 / 5 1. Concepts and definitions

More information

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Customer

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

[name of project] Service Level Agreement

[name of project] Service Level Agreement [name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off

More information

Agilisys G-Cloud Service V

Agilisys G-Cloud Service V Agilisys G-Cloud Service V Service Definition Endpoint Management Lot 1 Infrastructure as a Service (IaaS) April 2014 At Agilisys we deliver success through innovation working with our clients to transform

More information

schedule 2h Definitions additional terms for managed hosting services SERVICE DESCRIPTION

schedule 2h Definitions additional terms for managed hosting services SERVICE DESCRIPTION SERVICE DESCRIPTION The Managed Hosting service from Interoute provides the Customer with a customised hosting solution for business applications, located within one of Interoute secure data centres. As

More information

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing

More information

The following definitions will apply to the provision of the Service, in addition to those in the

The following definitions will apply to the provision of the Service, in addition to those in the Conditions for ICT Partner Solutions Service Schedule for SAS Support Services 1. Definitions and Interpretation The following definitions will apply to the provision of the Service, in addition to those

More information

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia 1 DEFINITIONS Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions:

More information

b. Contact for contract issues/requests (Including billing)

b. Contact for contract issues/requests (Including billing) 1. Responsibilities of the customer a. Appointed contact(s) The customer is required to provide a named contact with E-Mail address and phone contact for each of the following roles (they can be the same

More information

SCHEDULE DOCUMENT HOSTED TELEPHONY PUBLIC NODE4 LIMITED 03/02/2014

SCHEDULE DOCUMENT HOSTED TELEPHONY PUBLIC NODE4 LIMITED 03/02/2014 SCHEDULE DOCUMENT HOSTED TELEPHONY PUBLIC NODE LIMITED 03/0/0 SCHEDULE DOCUMENT HOSTED TELEPHONY Additional terms, Service Description & Service Level Agreement for Hosted Telephony.. SERVICE DESCRIPTION

More information

MSP Service Matrix. Servers

MSP Service Matrix. Servers Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server

More information

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Customer Service Agreement. Switch Communications

Customer Service Agreement. Switch Communications Customer Service Agreement Switch Communications Customer Service Agreement Page 1 of 20 Printed: 24/06/2014 Contents 1 Version Control 2 Document Overview 3 Definitions 4 Switch Communications Contact

More information