Lychee Linux support agreement

Transcription

1 Lychee Linux support agreement About this document: This is the official agreement to all Lychee Linux support plans. The agreement applies to all circumstances where a plan/package is subscribed to. Usage: This agreement is published by Lychee Linux and used for customers only. Redistribution of the document of any kind is strictly prohibited.

2 Responses and Solutions Support Plan Priority Expected Response Expected Solution (problemsolving to start) Escalation threshold (problemsolving to finish) Enterprise 1 Within 1 hour ASAP 2 Hours Business 2 Within 1 hour ASAP 4 Hours Professional 3 Within 2 hours Basic 4 Within 2 hours Within 4 working hours Within 4 working hours 6 Hours 8 Hours Figure 1. Amount of time expected for responses and solutions during operational hour (Solutions might take longer due to level of difficulties of problems) Support Tiers Support Tier Tier 1 Tier 2 Tier 3 Description The most basic problems can be identified and solved in Tier 1. More complex issues that cannot be solved in Tier 1 are tackled by more experienced engineers in Tier 2. All support issues that cannot be solved in Tier 2 are managed by the most advanced engineers. Support from a 3rd party (vendor) is possible if needed. Figure 2. Support Tiers

3 Service Request Escalation Procedure

4 Exclusions Services do not include maintenance, support or repair under circumstances listed below: Wrong use of the software or equipment, i.e. for a function it was not designed to serve Alteration or amendment to the software or equipment without the consent of Lychee Linux Accidents such as fire, lightning or floods Theft or loss of the software including Support Boxes or the Equipment Use of ancillary equipment not compatible with the software or equipment Poor environmental conditions Damages caused by viruses, spywares or lack of firewalls when updates are not available/installed Notes to support requests: Customer ID is not included in support request. You need to verify your identity by providing your customer ID in the request. All extra fees charged for phone calls are not paid by Lychee Linux (except for international phone call fees). VNC support can be offer only if your system allows incoming VNC connections (including SSH or FTP)

5 Activity Outline NOTE: You are completely responsible for all your systems. System maintenance and system check-ups are not included in our service: we only offer supports for the system when setup problems occur, and supports are done remotely (otherwise further decisions will be made). Please find listed what is included in our service. Description Frequency Included in Agreement General Document software changes Test backups with restores Monthly reports of work accomplished, work in progress, etc. As performed As needed Monthly Systems Support for all products with which Lychee Linux is designed to be used Support for 3rd Party products As needed As needed(free for products included/ paid for unknown software) /NO Check print queues Ensure that all server services are running Keep Service Packs, Patches and Hotfixes current

6 Check event log of every server and identify potential issues Monitor hard drive free space on server, clients if needed Reboot servers Maintenance for scheduled off time server Install software upgrades (only for included software) Determine logical directory structure, Implement, MAP and details Set up and maintain groups Alert office manager to dangerous conditions As problems arise/recognized Correct user errors Clean and prune directory structure, keep efficient and active Disaster Recovery Disaster Recovery of Server(s) Networks Check router logs Performance Monitoring

7 Security Check firewall logs Confirm that antivirus auto updates have occurred Confirm that backup has been performed Permissions and file system management Set up new users Set up and change security Monitor for unusual activity among users Support Packages Package Lychee Linux Basic Support Lychee Linux Professional Support Lychee linux Business Support Lychee Linux Enterprise Support Price $ 50 /month $ 150 /month $ 400 /month $ 1000 /month

8 Service Rates 24/7 /Ticket Support Included for all packages 24/7 Support Boxes for 1 year 24/7 Telephone Support 12/5 VNC Support One-time Complete Setup 2 Boxes included for Basic and Professional 4 Boxes included for Business and Enterprise $ 10 /15 minutes for Professional Included for Business and Enterprise Not included for Basic and Professional $ 20/ 15 minutes for Business Included for Enterprise $ 5000 for all Support Packages One-time Complete System Setup includes the following services: Installation of Lychee Linux on every server and setup of every service Lychee Linux is designed for Services are included in the Manual (only ordered services are installed) Services not included in the ordered support package cannot be installed in addition When do Support Boxes arrive? Lychee Linux is a rolling release distro; therefore, Support Boxes can be shipped to in different times a year Re-selling Support Boxes in any kind are prohibited. Lychee Linux does not hold responsibilities for any damage or problem. This agreement is only made for customers of the 4 standard packages: Basic, Professional, Business, Enterprise with 200 computers or less.