Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter

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1 Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter { Page 1

2 Contents 1. Managed Service for MaaS360 Helpdesk to Helpdesk Support Introduction Scope of service Exclusions Customer requirements 4 2. Managed Service overview Customer first line support helpdesk Customer first line support helpdesk availability O2 Managed Service team O2 support hours How to contact O2 Managed Service Team/Technical Support Managed Service Billing Options How to contact Customer first line support helpdesk Service and Billing queries/contacts 9 3. Incident management O2 s incident management system Access to Customer Servers Service targets O2 Managed Service fault definitions O2 service targets Reporting Targets Fault Management Trouble Tickets Fault Management Change Management Customer Initiated 14 Core Business Hours: 8:30am to 6pm weekdays excluding public holidays Change Management O2 Initiated 15 Page 1

3 5.8 Notes on target timescales Service reviews Software updates and support tools Software updates and change request process Change requests Customer contact for change requests O2 contact for change requests Service Service assurance Communication during service disruption Health Check Change management Release management Contacts O2 contacts Customer contacts 20 Page 2

4 1. Managed Service for MaaS360 Helpdesk to Helpdesk Support Any word or phrase defined in the Customer s Agreement shall have the same meaning in this Managed Service for MaaS360 Helpdesk to Helpdesk Support Charter (the Charter ) unless the context requires otherwise. In addition, in this Charter, the following terms shall have the following meanings: TERM / EXPRESSION MEANING "O2 Incident Management System" means the Amdocs (Clarify) system operated by O2; O2 Managed Service Team means the O2 1st line technical support team (Connected 4 Business) and the O2 2nd line technical support team (Service Management Centre); Response Time "Solution" Device MaaS360 Service "Workaround" means the time in which O2 will acknowledge receipt of the incident; means a solution which leaves the service working to a standard which O2 considers to be the same as, equivalent to, or better than the original level of service provided; means any device supported by MaaS360;means the products and services provided by O2 under the separate mobile service schedule MaaS360 service; means a temporary solution to restore service levels to a working standard which O2 considers to be acceptable; 1.1 Introduction The purpose of this Service Charter is to set out details of the Managed Service to be provided by O2 to the Customer. 1.2 Scope of service The following is a summary of the elements of the Managed Service, each of which is described in more detail throughout this Service Charter: Helpdesk to helpdesk support for fault management either via (or telephone for escalations) 24 x 7 Technical support for End users whose devices are managed by the MaaS360 service, with incidents initially logged via the customer s own Service desk Administration of the MaaS360 Service including create and apply policies and profiles, carry out remote management actions Pro-actively provide healthcheck of the Managed Service twice per annum Design and provisioning of processes to support the Managed Service Provisioning of the Managed Service will be managed via an O2 Customer Project Manager (CPM) whose time is a chargeable resource service Page 3

5 Providing a Nominated technical specialist Management of MaaS360 service including carry out administrative activities requested by the customer, via /telephone, including upgrading to latest service packs and Maintenance releases of the Cloud Extender as they become available Provide 24x7 remote lock and wipe of an end users device if this is reported to O2 Managed Service Team via the Customers 1 st line support helpdesk. Service performance and management reporting management of up to [insert # here] devices and up to [insert # here] Cloud Extender server/s Enrolment of the initial batch of customer Devices into the Managed Service and additional device enrolment requests (in-life) Any projects that introduce business or product changes beyond the scope set out above will be jointly agreed between O2 and the Customer on a case by case basis. 1.3 Exclusions The following activities do not form part of the Support Service: Management of any voice-related queries. These will continue to be provided by the Customer s current O2 helpdesk Customer hardware, operating systems, server maintenance or management Any permanent on-site presence of O2 employees Third party application support Operating system management or administration Third party application support Ordering, SIM Card provisioning, billing and collections. These will continue to be managed by the Customer s current O2 helpdesk 1.4 Customer requirements Before the Support Service can be provided the Customer must ensure it has: The correct infrastructure to support the MaaS360 service Completed the service design check list supplied by O2 Managed Service Team Devices that can be supported by MaaS360 Complete a Managed Service Design document in conjunction with the O2 Managed Service Team Page 4

6 2. Managed Service overview In the Managed Service for MaaS360 O2 will provide the customer helpdesk to helpdesk support for all fault management issues relating to the MaaS360 service. O2 will carry out on behalf of the customer administrative activities associated with the MaaS360 service. Where the Customer s 1 st line support are unable to deal with a User s Device query and the Customer s 1 st line support helpdesk request support from O2, The O2 Managed Service Team will then engage with the Customer s 1 st line support helpdesk to resolve the query. O2 will provide O2 1 st line technical support, and O2 2 nd line technical support in accordance with this Service Charter. O2 are responsible for raising any faults with the MaaS360 Software to the software vendor and managing the fault to resolution. O2 will use its reasonable endeavours to ensure that a reasonable number of devices, relevant to the Customer's usage of the MaaS360 Service will be deployed within the O2 Managed Service Team (provided such devices are available from suppliers and currently in stock), to allow O2 to support 1st and 2nd line technical support issues. If O2 identify an issue that relates to an out of scope technical issue (e.g. Customer infrastructure issues), the incident will be escalated via , to the Customer s 1st line Support helpdesk to be passed back to the appropriate Customer support function e.g. exchange server support, networking and/or firewall team or server hardware support. 2.1 Customer first line support helpdesk The Customer shall be responsible for the first line support helpdesk and for all server/service hardware and supporting services (OS, Exchange, etc). All incidents will be logged by the Customer s Users via the Customer 1st line support helpdesk. The Customer 1st line support helpdesk shall: be the first point of contact for all User calls provide basic support to Users including, but not limited to diagnostic scripts and device FAQ s as may be provided by O2 to the Customer deal with device replacements 2.2 Customer first line support helpdesk availability The Customer shall ensure that its 1st line support helpdesk is available during such periods as the Customer requires support for its Users. Users shall not be permitted to contact O2 s 1st line support directly so the Customer recognises that Users will have no support available during times when its 1st line support does not operate. 2.3 O2 Managed Service team All cases initially unresolved by the Customer s 1 st line support helpdesk will be raised into the O2 Managed Service Team via (or telephone only in the case of escalations) from the Customer s 1 st line support helpdesk. BAU administration and change management requests will be raised via from the Customer into the O2 Managed Service Team. The service provided by the O2 Managed Service Team will also include: Initial definition of the device management policies for configuration into portal Install and configure Cloud Extenders when this is not being carried out by the customer In life management of Cloud Page 5

7 Extenders through remote access solution Perform Health Check following customers installation of the Cloud Extender In life management of device/portal policies in life Provide MaaS360 reporting on an agreed date each month with the customer using a standard template/format and ed to an agreed distribution list which will include. Device Ownership (corporate, end user) Device by Platform (IOS, Android, Windows Mobile, Symbian)# Devices by Approval Status New Devices by Month Devices by Exchange ActiveSync Policy Approved devices by remote device support Agent Managed Mobile Devices by Home Carrier Agent Managed Mobile devices by Home Country Provide Customer specific reports created using smart search as defined during the Managed Service design stage and thereafter in life (maximum 10 monthly reports) Provide SLA/KPI reporting on monthly basis (i.e. measure of the targets) Provide MaaS360 Application Management O2 will on behalf of the customer create application catalogue entries on the MaaS360 platform and distribute them to supported devices managed by MaaS360. The number of application is to be agreed with the Customer during the Managed Service design stage. O2 Managed Service Team will control all aspects of distribution including regression testing on apps, installation instructions and targeting at a device, group or global level. (but not virus checked ) Provide MaaS360 Document Management O2 will on behalf of the customer create document catalogue entries on the MaaS360 platform and distribute them to supported devices managed by MaaS360. O2 Managed Service Team will control all aspects of distribution including document description and targeting the document distribution at a device, group or global level (but not virus checked). The number of documents is to be agreed with the Customer during the Managed Service design stage. Content Distribution O2 Managed Service Team will on behalf of the customer upload application packages and documents to MaaS360 s Content Distribution system. Provide a design checklist for the Customer to complete to make sure they are ready to go live and have completed their tasks i.e. Firewall ports open, servers built to correct spec, Cloud Extender installed (if O2 is not carrying out this install). Provide a Single nominated point of contact within O2 Managed Service Team in the event of general customer queries (e.g. report queries, service performance). O2 Managed Service Team will advise the customer on the most appropriate user enrolment options for them as part of the service design. O2 Managed Service Team will manage on behalf of the customer the initial end user enrolment and also in life enrolment subject to the agreed process documented in the Managed Service Design stage. In life enrolment requests should be ed to the customer s main Customer Service address (not managed service) on the MaaS360 MDM Device Enrolment Request Form. It remains the customer s responsibility to control / manage the overall volume of devices registered to the Managed Service. Page 6

8 Ensure licence report data is available to customer so that they have sufficient information to manage their MaaS 360 licence estate. O2 Managed Service Team will diagnose as far as is reasonably possible, issues that customers raise that might not be MaaS360 related. The O2 Managed Service Team will check if there are any issues with the MaaS360 configuration and if this is deemed correct but there are still problems then the O2 Managed Service Team will handoff to the relevant areas within O2 or back to the Customers 1 st line support helpdesk if appropriate. Fault find and fix where possible or escalate the problem with the vendor regarding any aspect of the MaaS360 service. Where an incident is passed to the O2 Managed Service Team, specific details of required information will be agreed on a per incident basis, although must include the following mandatory information as a minimum: General Information for every /call: - Customer Incident Reference Number - Users full name - User contact mobile number - Alternative contact number (if available) - Date/Time of fault - Type of fault - summary line (the subject line in ) General Information for every change management and administration task: - Users Full name - Contact Mobile number - Alternative contact number: (if available) - Date / Time of Request - Detailed description of CR General Information for every Incident: - Detailed description of issue - Full description of all activities to resolve which have been completed thus far by the Customer s 1st line Support helpdesk Additional information may be requested by the O2 Managed Service Team in order to increase the likelihood that a full resolution can be delivered to the User. Failure by the Customer s 1st line support helpdesk to provide the mandatory information, or complete accurate fault diagnosis will result in the O2 Managed Service Team passing back the ticket to the Customer s 1st line support helpdesk and time shall stop for service target purposes (pending receipt of all requested information and/or complete accurate fault diagnosis). Page 7

9 2.4 O2 support hours Fault Management 24 x 7 Change Management and BAU administration activities 8.30am 6pm (Core business hours Mon-Fri,excluding public holidays) Priority lock and wipe of device 24 x 7 Where 24/7 x 365 means 24 hours per day, 7 days per week, 365 days per year, (and 366 days per leap year). 2.5 How to contact O2 Managed Service Team/Technical Support address for O2 Managed Service Team: Managed MaaS360 Service escalation number: The escalation number is only to be used in the event of the standard process failing or if the response time of a case is outside of the agreed service targets. The Customer 1st line support helpdesk shall not use the contact number for the reporting of general incidents and is only to be used in emergency circumstances. 2.6 Managed Service Billing Options Bulk Billing Default A combined charge will be generated to cover all contracted MaaS360 MDM licenses. A separate charge will be generated to cover the total managed service costs. These charges can be billed upfront or monthly (for the length of the contract). Device enrolled over and above the initial contracted license holding, will result in additional license / managed service charges (overage). These charges will also be billed upfront or monthly. Cost Centre billing at an individual mpn level is not available under this option. MPN Billing Bespoke Individual charges to cover the MaaS360 MDM licenses and managed service costs will be associated with a mobile phone number, on the customer s O2 account. These charges will be billed on a monthly basis. If a device is enrolled that cannot be matched to a mobile phone number on the customer s O2 account, the service will be removed from the device, and it will no-longer be managed. Cost Centre billing at an individual mpn level is available under this option. Page 8

10 2.7 How to contact Customer first line support helpdesk Tel: [ ] [ ] 2.8 Service and Billing queries/contacts The contacts for queries which are outside of the scope of the Managed Service shall be as follows: O2 customer service helpdesk O2 customer service contact Number: Escalation line: Manager Customer champion Lead Advocate Page 9

11 3. Incident management 3.1 O2 s incident management system Each incident is given a unique O2 reference number and will be tracked until its resolution, whereupon O2 shall confirm the closure with the Customer s 1 st line support helpdesk accordingly including the Customer Incident number (if any). Upon escalation to the O2 Managed Service Team, the O2 Managed Service Team will provide the unique O2 reference number to the Customer s 1 st line support helpdesk. The request will be logged in the O2 Incident Management System and O2 will quote both the O2 Incident reference, and the Customer Incident reference once provided, in all correspondence with the Customer s 1 st line support helpdesk pertaining to the Incident. Page 10

12 4. Access to Customer Servers The O2 Managed Service requires access to the Cloud Extender server(s) if deployed on the Customer premises. The Customer shall provide all necessary access for the O2 Managed Service Team to access the Customer's Cloud Extender Server(s). The Customer shall also support O2 as follows: Ensuring that the Customer's firewall and infrastructure allow for O2 to connect to the Customer Cloud Extender Server(s) using LogMeIn Pro 2 with Central remote access solution. In respect of any issues related to O2 remotely accessing the Customer hardware O2 shall have no liability whatsoever in respect of any system downtime, or loss of data occurring as a result of any acts or omissions of O2 arising from usage of LogMeIn Pro 2 with Central. If O2 identify a fault with any of the Customer s systems or infrastructure, the O2 Managed Service Team will contact the Customer. In the event that there are any problems in the Customer s IT infrastructure, which may impact O2 s ability to provide the Managed Service, the Customer shall advise O2 of any such incidents as soon as reasonably practicable and in any event at such time as the Customer raises any new requests to O2 1 st line technical support. If O2 or the Customer identifies an issue with the Customer s systems or infrastructure that that would cause the O2 Managed Service Team to be unable to access a Cloud Extender Server(s), the party identifying the issue shall notify the other party forthwith, and all related service targets shall be suspended pending resolution of the issue For planned, emergency or unplanned changes this requires that O2 be added to the relevant distribution lists of contacts to which the Customer provides advance notice of such events. If O2 are unable to gain access to a Server(s), O2 will endeavour to identify whether the inability to gain access is an O2 connection issue or if the fault is within the Customer s infrastructure.. If O2 identify that there is a complete loss of connectivity into the Customer s infrastructure, O2 will both the Customer s 1 st line support helpdesk and the key contact(s) identified in paragraph 27 of this Service Charter below. Page 11

13 5. Service targets O2 Managed Service for MaaS360 Service Charter 5.1 O2 Managed Service fault definitions The following service definitions will be applied to the Managed Service for MaaS360: Fault Severity P2 P3 P4 Definition Per customer a service loss affecting a significant proportion of the customer base. Per customer a minor degradation impacting individual end users Non-service affecting. 5.2 O2 service targets The following targets will be applied to the Managed Service for MaaS360 for fault management requests: Severity TUK Response Time TUK Updates (Business hours only) P2 2 hours < 4 hours P3 3 hours < 8 hours (or when fixed) P4 4 hours On request only O2 will use its reasonable endeavours to achieve a Workaround and a Solution to an incident in accordance with the target timescales. Page 12

14 5.3 Reporting Targets O2 Managed Service for MaaS360 Service Charter TUK will provide reports to the customer s pre agreed distribution list as follows: Category Standard MaaS360 portal Reports Ad Hoc Reporting TUK Fault Management Reporting TUK Licence Management Report Reporting Target Available Monthly based on 5 working days from a customer s bill day To be provided within X days of the customer request as agreed in the customer s contract. Available Monthly based on 5 working days from a customer s bill day. Connected 4 Business to distribute to nominated SRM/ Account Manager for onward discussion/distribution to the customer. Available weekly created by Connected 4 Business for onward distribution to the customer SRM/Account Manager. 5.4 Fault Management Trouble Tickets The customer will be able to raise trouble tickets for all fault management issues: Category Trouble Ticket Response Time Service Support Hours 24x7 KPI 95% of trouble tickets raised by the customer will be responded to with an incident number according the severity level and as defined in the Service Target section. 5.5 Fault Management For those customers having purchased the Managed Service support option then the following will also apply: Category KPI Response Time 98% will be responded within 1 working day and the problem identified pending a resolution or according to the severity issue section. Interactions e.g. Lock, Wipe, Password resets Telephone Response Time 98% of received verbal interaction requests to be actioned within 15 mins of receipt for that interaction. The following PCA targets will be used by Connected 4 Business: PCA -Target 95% PCA60 - Target 75% Page 13

15 5.6 Change Management Customer Initiated The customer will be able to request TUK carry out administrative according the following: Category BAU Administrative Tasks Change Management Administrative Tasks Service Support Hours 1 8:30am-6pm 8:30am-6pm KPI 99% of MDM administrative tasks to responded to within 24 hours acknowledging the request and an agreed action plan for the change to be made between managed service and the customer within 3 days (or as agreed with the customer dependant on the complexity of the change and any testing required):- User Adds User moves User deletions Device swap-out 99% of MDM administrative tasks to responded to within 24 hours acknowledging the request and an agreed action plan for the change to be made between managed service and the customer within 3 days (or as agreed with the customer dependant on the complexity of the change and any testing required):- Corporate Policy Updates Account Changes 1 Core Business Hours: 8:30am to 6pm weekdays excluding public holidays. Page 14

16 5.7 Change Management O2 Initiated In the event that TUK identifies a change associated with the customer s account after they have confirmed with the customer that they agree to the change then the following will apply: Category Service Support Hours 2 KPI Administrative Tasks 8:30am-6pm The customer will be contacted by TUK within 3 days of the change being evaluated and a time scale agreed with the customer as to when the change can be implemented. e.g. cloud extender upgrades 2 Core Business Hours: 8:30 am to 6pm weekdays excluding public holidays. 5.8 Notes on target timescales The target timescales exclude all periods of time during which O2 is waiting for additional information which is required to be provided by the Customer 1st line Support helpdesk, for example where an incident is escalated without sufficient information for O2 to resolve the problem. Page 15

17 6. Service reviews O2 Managed Service for MaaS360 Service Charter The O2 service relationship manager and the Customer will attend regular service review meetings to discuss current issues and review the standard service reports. Page 16

18 7. Software updates and support tools 7.1 Software updates and change request process O2 will engage with the Customer in order to keep the Servers up to date with the latest versions of the Cloud Extender Software as appropriate. In the event that a software change is recommended by O2 and the Customer decides to proceed with such a change, then O2 will contact the Customer to advise the work that is required and follow such change control processes as set out in the Agreement. Page 17

19 8. Change requests O2 Managed Service for MaaS360 Service Charter 8.1 Customer contact for change requests Telephone Number: Address: 8.2 O2 contact for change requests Telephone Number: ******* Address: ******* Change Management / BAU administrative requests submitted by the customer will be done so using a templated . To ensure the relevant information is captured. Page 18

20 9. Service 9.1 Service assurance O2 recognises the need for contact points in order to expedite resolution of service assurance issues. The following represent the relevant contacts: [ ] 9.2 Communication during service disruption The O2 Managed Service Team will work closely with the Customer to coordinate problem, change and informational communications to Users when there is a planned disruption to the Managed Service (as notified by O2 to the Customer). The Customer will work closely with the O2 Managed Service Team to coordinate problem, change and informational communications to Users when there is a disruption to service within the Network. The Customer will partner with the O2 Managed Service Team to coordinate problem, change and information communications to Users when there is a disruption to service within the Customer's IT environment. 9.3 Health Check The nominated technical specialist from the O2 Managed Service Team will perform a twice yearly proactive review of the customer s managed service, this review will be conducted remotely to advise customers on how to manage new device O/S i.e. IOS 6, take advantage of new MaaS360 features that could enhance existing policies 9.4 Change management O2 will manage any changes to the Managed Service and will engage with the customer s change control process to request and schedule these changes (for both normal and emergency changes) via a designated customer contact as set out in this Service Charter prior to any changes being implemented. O2 will manage the changes to the O2 network and O2 will communicate any service impacting changes to a designated customer contact as set out in this Service Charter prior to the change being implemented when they are aware of changes. 9.5 Release management O2 will fully test any Cloud Extender server upgrades, service packs or maintenance releases within their test network and will only raise a change request with the customer once O2 are happy with the performance of the server upgrade following testing. Page 19

21 9.6 Contacts O2 contacts Name Title Office Mobile Working hours 1st line support O2 Managed service team Arlington Business Centre, Millshaw Park Lane M F 08:30 18:00 Narinder Dhiliwal Technical services Manager Arlington Business Centre, Millshaw Park Lane M F 08:30 18:00 Jon Angus Service Support manager Arlington Business Centre, Millshaw Park Lane M F 08:30 18: Customer contacts Name Title Office Mobile Service Management Change Management Page 20

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