Marval Software Limited. G Cloud iii Framework Service Definition

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1 1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9

2 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL) supported by MSM... 3 Backup/restore and disaster recovery provision... 3 On-boarding and Off-boarding processes... 4 Pricing... 4 MSM... 4 Hosting Charges... 4 Service management details... 5 Service constraints... 5 Support and Service Levels... 5 Financial recompense model for not meeting service levels... 6 Training... 6 Ordering and invoicing process... 7 Termination terms... 7 Data restoration / service migration... 7 Consumer responsibilities... 7 Technical requirements... 7 Details of any trial service available... 7 Disaster Recovery... 7 Installation and Upgrade... 8 About Marval... 9 Contact us now to discuss how you can improve your service... 9 Page 2 of 9

3 3 An overview of the Marval Service Management (MSM) Software Solution MSM V12 is a powerful integrated IT Service Management (ITSM) software solution, providing the ultimate combination of ITSM process automation, functionality and flexibility, delivering a comprehensive ITIL, ISO/IEC and ISO/IEC compatible solution. MSM has been successfully certified as ITIL process compliant through the Cabinet Office ITIL Software Scheme and under the PinkVERIFY toolsets for compatibility against the maximum 15 ITIL processes. 1. Incident Management 2. Problem Management 3. Change Management 4. Request Fulfilment 5. Release & Deployment Management 6. Knowledge Management 7. Service Asset & Configuration Management 8. Service Level Management 9. Event Management 10. IT Service Continuity Management 11. Service Portfolio Management 12. Service Catalogue Management 13. Availability Management 14. Capacity Management 15. Financial Management All of the above are underpinned by service reporting. Marval is a 100% web-based solution, delivering a zero footprint, fully functional thin client solution to any browser enabled desktop or mobile device. ITSM process automation, continual service improvement, functionality, flexibility and scalability are all built into MSM, which ensures reliable management of IT and service infrastructure. This enables increased productivity and adaptability in service provision. Information assurance Impact Level (IL) supported by MSM The standard MSM service is offered at IL0. However, customers are able to request the solution be held in an alternative, or their own, environment. Backup/restore and disaster recovery provision Marval performs daily server backups of all customer data. Backups are typically a daily incremental with a full backup performed weekly. Optionally, there is ultimate flexibility to add an additional dedicated off site backup server providing the customer with total control over size, frequency and retention of backups. Page 3 of 9

4 4 On-boarding and Off-boarding processes The on-boarding process includes signing Marval s end-user agreement, followed by a scoping workshop to define and agree the appropriate implementation package. The implementation of MSM follows a standard implementation project life cycle. Support for off-boarding will depend on the nature and scope of any migration required and will be discussed and agreed as part of the ordering process. The customer s data will be securely erased from the hosting data centre using robust methods. Pricing The following Table outlines the MSM V12 pricing structure for a 1 year contract term with a minimum of 10 user licences. The core product costs 250 per month and then the cost of user licences are calculated as required using the pricing bands below MSM Number Users Named Concurrent pm pm pm pm pm pm pm pm Hosting Charges Hosting charges are then added in accordance to server requirements. To provide a guideline our standard entry level offerings are available as follows or a server can be priced in accordance with a customer s exact requirements be that smaller or larger:- 450 per month entry level users 600 per month mid-range users 750 per month higher end solution for users Example specification:- Standard Mid range Server : This dedicated server will be hosted by our partner UKFast.net based in London and Manchester and has the following specification:- 1 x MAX / Dell R620 Intel Xeon E (2.0GHz, 6C) 32GB RAM 4 x 128GB SSD App 1 x Windows bit Standard R2 for Non-Outsourcing 1Proc 3 x Microsoft SQL bit Standard 2-core pack 1 x SLA Plus / Parts and Labour Warranty with 15 minute response 1 x Dedicated Cisco ASA 5505 Firewall Page 4 of 9

5 5 1 x UKFast Backup / 150GB Allowance 1 x Advanced Monitoring 1 x McAfee Anti-Virus 1 x Annual Security Audit 1 x Data Recovery Insurance 1 x Bandwidth Insurance 1 x Software Updates & Security Patches 1 x Total Bandwidth for the solution: 1000GB The above hosting costs only includes our standard shared backup/dr offering held in the same Data centre 7 day retention only max. backup of 200Gb per week allowance. Server snapshot files may take up to c.150gb per week excluding any data held in MSM. Other DR offerings are available to suit your exact requirements, additional charges may apply. The MSM pricing model includes full access to all processes in the product, hosting, support and maintenance. Licensing is available as a named and concurrent licence. The recommendation of an appropriate ratio of users to concurrent depends largely on the intended usage of the product and the particular structure/operating model. As a general guide, named user licenses would be deployed for staff members who require guaranteed access to the product - utilising the tool on a daily basis. This typically includes the Service Desk, Helpdesk, Change Managers etc. Concurrent licensing at a ratio of 3 to 1 would then be recommended for support or management users who only require occasional access to the tool. NB: Concurrent licences can be pooled and reserved for use by particular teams. MSM licensing for Test and Development instances are included in the base price. SaaS Hosting costs are not incorporated, these would incur additional costs. Alternatively, these may be provisioned internally at no additional hosting or licensing costs. Service management details Product support and Service Management will be carried out by Marval s ISO/IEC accredited Service Desk, based in the UK. Support is available via telephone, and self-service. Service constraints To enable Marval to provide efficient delivery of Support it is the Customer s responsibility to ensure that at least one person is nominated to receive full administration training of the MSM system. Planned periods of maintenance of which the customer has been given five days prior notification by Marval and which may cause disruption due to non-availability of the service. Support and Service Levels Telephone support during Marval s standard support hours of 9.00 am to Monday to Friday except UK Bank holidays. 24 hour support is also negotiable. Page 5 of 9

6 6 Marval will respond to software incidents falling into the business impact categories below in accordance with the following timetable. Business Impact Level Description Response Time Target Resolution (Support Days) Priority 1 The entire Service is "down" and Within two Normal Business Four Normal Business Hours. inaccessible. Priority 1 incidents shall Hours. Continuous effort after initial be reported by telephone only. response and with Customer co-operation. Priority 2 Operation of the Services is severely Within four Normal Business Within two Business Days degraded, or major components of the Hours. after initial response. Service are not operational and work cannot reasonably continue. Priority 2 incidents shall be reported by telephone only. Priority 3 Certain non-essential features of the Within 12 Normal Business Within seven Business Days Service are impaired while most major Hours. after initial response. components of the Service remain functional. Priority 4 Errors that are, non disabling or Within 24 Normal Business Next release of Software. cosmetic and clearly have little or no Hours. impact on the normal operation of the Services. The Marval Service Desk is managed by Marval MSM; all Marval customers have access to our online support portal that provides the following services: Dynamic Knowledge base and Self Help that is managed and updated by Marval Ability to log and track support calls that are raised with our Service Desk Notifications of any potential service outages Contact Details for Marval Financial recompense model for not meeting service levels Marval will discuss and agree this on a customer by customer basis. Training Training options include a variety of delivery methods which can be combined to create a blended learning approach that will suit the customer s requirements. Page 6 of 9

7 7 Many of our courses are trainer led as this ensures the learning outcomes are met. Differentiation of training material, delivery style, focus of roles and training system can all be tailored to the customer s requirements or based on our trainer s extensive experience and qualifications. Some examples of our options are: Classroom Delivery Workshop style days Role Play based Scenario based One to one Ordering and invoicing process Sales are processed on receipt of a Purchase Order from the customer. Invoicing is quarterly in advance, payable electronically via BACS. Termination terms After the Initial Term, the agreement shall automatically renew for yearly periods, unless either party notifies the other, in writing, at least 90 days before the end of the then current term. Data restoration / service migration In the event of data loss, the MSM Supplier shall provide recovery services to try to restore the most recent back-up. Such recovery services shall be at additional cost where the data lost was caused by the Customer. Support for migration of the service will depend on the nature and scope of the work required. All customer data remains the property of the customer. Consumer responsibilities Full terms and conditions of the SaaS service are provided on request, however, customer responsibilities include - providing nominated users to access Marval support, maintaining accurate data, creation of user accounts, prevention of unauthorised access and an agreement not to change the service or provide it to any persons outside of the agreed scope. Technical requirements The following browsers are required to run MSM; IE8 / 9, Firefox and latest Mozilla supported versions. Details of any trial service available A trial of the MSM can be made available to potential customers upon request. Disaster Recovery In the disastrous event that you lose the MSM service due to a hardware failure our aim is to get your business up and running as quickly as possible with our backup and restore solution. Our highly skilled engineers work with leading backup technologies such as CommVault to restore your servers and critical data, helping your business operations resume as normal reducing your server downtime. Page 7 of 9

8 8 Installation and Upgrade Marval releases two major product releases each year, customers are entitled to these upgrades at no additional cost. Notification of new releases will be communicated by Marval as soon as available. Customers are also able to request an upgrade to their solution via our Self Service portal. Page 8 of 9

9 9 About Marval Marval is committed to the ongoing development of integrated IT Service Management (ITSM) software, consultancy and education. It is a single-source supplier for all your ITSM needs, designed to improve service quality, productivity, customer satisfaction and reduce costs. MSM - an ITIL process compliant and ISO/IEC compatible, integrated software solution ensures a reliable IT and service infrastructure, increased productivity and adaptability in service provision. It has been implemented by organisations across many diverse sectors worldwide. MSM is used by internal and external support and by providers of outsourced and managed services. Marval is a major practitioner, innovator, thought leader and contributor to Best Practice and standards in ITSM and is co-author of ITIL and ISO/IEC It has been helping customers deliver service excellence since 1989 and understands what it takes to become a world-class service team. Marval is an ISO/IEC registered company supporting internal and external customers to international standards. Contact us now to discuss how you can improve your service Marval and MSM are Registered Trade Marks of Marval Software Limited. The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. Marval also recognises the trade mark rights of any 3rd party trade mark owners mentioned in this document. Page 9 of 9

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