ITOPIA SERVICE LEVEL AGREEMENT

Size: px
Start display at page:

Download "ITOPIA SERVICE LEVEL AGREEMENT"

Transcription

1 ITOPIA SERVICE LEVEL AGREEMENT This Service Level Agreement ( SLA ) describes and summarizes the service level guidelines for Itopia s network services and hosted applications ( Services ). This SLA applies when customer orders Itopia Services pursuant to a valid Itopia services agreement. Itopia offers a comprehensive set of measurements to ensure our service availability commitment is guaranteed at a level 99.9% uptime of service availability in any given calendar month ( Service Commitment ). The Service Commitment is built upon a platform that is designed to deliver high availability throughout Itopia s network. HARDWARE The hardware components that are included as part of your Itopia hosting agreement, are guaranteed against failure. In the event any component fails, Itopia guarantees to replace or repair the faulty component and immediately bring the server back online from the time the faulty component is identified. If Itopia fails to bring the server back online within the scope of this SLA, credits will be issued to the customer following the schedule outlined below. All hardware in our data center is fully redundant and we have taken great lengths to ensure the uptime of your Services. This SLA is subject to periodic updates that will be applicable following thirty (30) days advance written notice. SOFTWARE Please be advised that any third-party applications installed on the Itopia platform may require third-party support. This may be in the form of "per incident support" or a "support contract". Any additional cost to support third-party applications will be the responsibility of the customer. NETWORK The Itopia network is built to deliver the highest level of network uptime and availability. Itopia guarantees a network uptime of 99.9%. Network downtime is defined as 100% packet loss occurring in the transmission of data (packets) from the customer s Itopia platform environment, hosted on-site in the data center, to the Internet backbone. Any suspected downtime must be reported immediately via or phone call and must be verified. Downtime will be measured from the time the outage is reported to Itopia s solutions management center to the time the server is able to transmit and receive data again. 1

2 ITOPIA NETWORK Itopia will guarantee that its network will be available 99.9% of the time in a given calendar month (30 days), excluding planned, scheduled or emergency maintenance. For this guarantee to apply, the following conditions must be met: Conditions for 99.9% Availability: Term Definition Itopia Network Data center and network facilities used to deliver the Itopia Service Monitoring Routers, firewalls, servers and connectivity to our data center is consistently monitored Availability The Itopia platform is available when access to the Service from an Internet connection is confirmed. Service availability is consistently monitored using internal and external monitoring tools Unavailability The period of time when a customer is unable to access Itopia Services from an external Internet connection attributable to a confirmed network failure at our data center Exclusions Unavailability or loss of Service are not included if caused by: External network problems of client-side incidents that are preventing connectivity Events of force majeure Planned, scheduled or emergency maintenance Reduction in performance due to unexpected core network saturation Reasons of Force Majeure Credits: For each day that itopia fails to meet the Uptime SLA above, Customer s account shall be credited for one day of the Customer s Recurring Monthly Fee for the affected Service, up to but not exceeding the monthly hosting fee for the affected service. This does not include additional charges such as bandwidth overages or any pass-through license fees. Credits will be applied to the Itopia monthly recurring fee for the month following the credit incident in favor of the Customer. 2

3 ITOPIA HOSTED APPLICATIONS Itopia will guarantee that its hosted applications will be available 99.9% of the time in a given calendar month (30 days), excluding planned, scheduled or emergency maintenance. For this guarantee to apply, the following conditions must be met: Conditions for 99.9% Availability: Term Definition Itopia Hosted Hosted applications are those that are delivered as part of Itopia s Applications hosted platform offering Monitoring Each remote application is consistently monitored to ensure connectivity is available Availability The Itopia platform is available when it allows a user with the correct credentials to login via our portal and stream an application session Unavailability The period of time when a customer is unable to access Itopia hosted applications from an external Internet connection. The period of downtime begins when a call or is placed which will generate a support ticket. The issue must be determined to be the fault of the Itopia data center; access granted from another machine is not considered unavailable. Exclusions Unavailability or loss of Service are not included if caused by: External network problems or client-side incidents that are preventing connectivity Planned, scheduled or emergency maintenance Events of force majeure Incidents relating to technical or human error on the customer terminal, including but not limited to anti-virus services, Microsoft updates, etc. Printers, scanners, copies, cameras, USB sticks, external hard drives, etc. Credits: For each day that itopia fails to meet the Uptime SLA above, Customer s account shall be credited for one day of the Customer s Recurring Monthly Fee for the affected Service, up to but not exceeding the monthly hosting fee for the affected service. This does not include additional charges such as bandwidth overages, or any pass-through license fees. Credits will be applied to the Itopia monthly recurring fee for the month following the credit incident in favor of the Customer. 3

4 Trouble Ticket and Incident Management and Solution Center Solutions Before reporting trouble or an incident to Itopia, please make sure that: The problem can be replicated from more than one source or location Customer has ensured that it has an Internet connection The person reporting the trouble is an authorized contact on the account Priority Level Incident Summary Examples Indicated Response Time & Resolution 1 Total loss of service: business critical DNS servers not responding Initial response in 15 minutes; best efforts functions impacted; Services down resolution within 4 hours extremely high degree of importance for all users 2 Degraded service performance: medium impact to business operations; no outage on a business level Experiencing some packet loss to application connection Initial response in 4 hours; best efforts resolution within 24 hours application, but intermittent issues Services running slow 3 Service change and new requests: non-critical issues not impacting the entire service, or single user firewall change, etc. Print function impacted Need addition storage space Require firewall change Initial response in 24 hours; best efforts resolution within 72 hours Reporting Procedure: Report incident and open a ticket via a process that Itopia will provide to Customer, including the following information: o Describe affected service o Describe issue in detail o Identify priority level Upon opening a ticket, trouble will be assigned and customer will receive a follow-up o Itopia engineering and support team will contact customer to troubleshoot issue o Response processed and resolution path confirmed Escalation: the details of the escalation communication to be provided under separate cover. 4

5 Limitations of Guarantee: The total credit granted to customer by any aspect of this Service Level Guarantee during any calendar month will not exceed the monthly fee for the same calendar month. All guarantees will not apply if downtime or unavailability occurs during standard itopia or data center maintenance windows or when Customer is notified at least 24 hours in advance of maintenance activities or unavailability of service guarantees. Credits or remedy will be provided only upon request of the customer. Requests for credit due to server unavailability must be received within five (5) days of the failure. No guarantee or remedy will be provided at any time for failures determined attributable to reasons of Force Majeure. This SLA in no way construes itopia will guarantee performance against application specific failures, such as web server software, operating system software, web site application features, database performance or related components. Itopia will work cooperatively with Customer to determine fault and identify failure to perform under the obligations of this SLA. False Alarms: improperly reported incidents during outside business hours may be subject to a fee of $250 per hour, in such case any work performed by Itopia would have to be preapproved by Client 5

Transformyx Service Level Agreement

Transformyx Service Level Agreement Transformyx Service Level Agreement Transformyx provides business IT on demand. Launched with the aim of disrupting the way that organizations currently purchase, use and manage IT, Transformyx provides

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

Nine Virtual Technologies 99.9% Uptime Guarantee

Nine Virtual Technologies 99.9% Uptime Guarantee Nine Virtual Technologies 99.9% Uptime Guarantee This document summarizes Nine Virtual Technologies service level agreement (SLA) for our voffice services. Nine Virtual Technologies offers a comprehensive

More information

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.

More information

Network Monitoring and Management Services: Standard Operating Procedures

Network Monitoring and Management Services: Standard Operating Procedures Network Monitoring and Management Services: Standard Operating Procedures September 17, 2013 TABLE OF CONTENTS Purpose... 2 Contacts... 2 Standard Operating Procedures... 3 Hours of Coverage... 3 Contacting

More information

Service Level Agreement

Service Level Agreement Service Level Agreement Access Point is accessible business telecom. Table of Contents Dedicated Internet Access.. 3 Voice over Internet Protocol Service over API Dedicated Internet Access.6 Private IP

More information

Community Anchor Institution Service Level Agreement

Community Anchor Institution Service Level Agreement Community Anchor Institution Service Level Agreement Date: 3/13/2014 Version: 2.0 Prepared by: DC-Net Table of Contents 1 Service Level Agreement... 3 2 Definitions... 3 3 Service Delivery... 5 3.1 Network

More information

SERVICE SCHEDULE FOR MANAGED VIDEO CONFERENCING SERVICES. Article 1 - Definitions

SERVICE SCHEDULE FOR MANAGED VIDEO CONFERENCING SERVICES. Article 1 - Definitions SERVICE SCHEDULE FOR MANAGED VIDEO CONFERENCING SERVICES This Service Schedule dated is subject to, and made a part of, that Master Services Agreement dated (the MSA ) between Glowpoint, Inc. ( Glowpoint

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This service level agreement ( SLA ) is incorporated into the master services agreement ( MSA ) and applies to all services delivered to customers. This SLA does not apply to the

More information

Customized Cloud Solution

Customized Cloud Solution Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc. Notice of Confidentiality: The enclosed material is proprietary to Polleo

More information

Support Guide Comprehensive Hosting at Nuvolat Datacenter

Support Guide Comprehensive Hosting at Nuvolat Datacenter Support Guide Comprehensive Hosting at Nuvolat Datacenter 1 Table of Contents Introduction... 4 Roles, Responsibilities & Expectations... 4 Customer... 4 Nuvolat Support... 5 Deliverables... 5 Best Practices...

More information

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03 Exhibit E - Support & Service Definitions v1.11 / 2015-07-03 Introduction - Support Services Table of Contents 1 Introduction... 4 2 General Definitions... 5 2.1 Support Services... 5 2.2 2.3 License or

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

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

at&t Does Not Meet Requirement

at&t Does Not Meet Requirement at&t Authorized Users are advised to reference the various contract holders for the types of services desired. Below is a guide for specific levels of service by various contracts holders. Multiple awards

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

CDP, Inc.'s Infrastructure Services Availability Commitment is to have the CDP, Inc. Data Center Infrastructure Components available 100% of the time.

CDP, Inc.'s Infrastructure Services Availability Commitment is to have the CDP, Inc. Data Center Infrastructure Components available 100% of the time. Service Level Agreement (SLA) Infrastructure Services Availability Commitment Scope: Service Availability Commitment: CDP, Inc.'s Infrastructure Services Availability Commitment is to have the CDP, Inc.

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

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

Service Level Agreement Metrics Mean Time To Repair. Availability N/A 99.90% 1 % N/A N/A. access

Service Level Agreement Metrics Mean Time To Repair. Availability N/A 99.90% 1 % N/A N/A. access EXHIBIT D Service Level Agreements 1. Service Level Agreement Matrix Category/Service Internet Services Internet Dedicated (North American IP Network Only) SOHO Services Service Level Agreement Metrics

More information

Bare Metal Cloud. 1.0 Terminology. 3.0 Service Options. 2.0 Service Description

Bare Metal Cloud. 1.0 Terminology. 3.0 Service Options. 2.0 Service Description This Bare Metal Cloud Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer.

More information

QAD CLOUD EDI PROGRAM DOCUMENT

QAD CLOUD EDI PROGRAM DOCUMENT QAD CLOUD EDI POGAM DOCUMENT This QAD Cloud EDI Program Document establishes terms and conditions for Cloud Services ordered by Customer and provided by Vendor under an Order Document executed under a

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

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT MANAGED IP VPN MPLS PRODUCT TERMS

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT MANAGED IP VPN MPLS PRODUCT TERMS EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT MANAGED IP VPN MPLS PRODUCT TERMS Registered Office at: St James House Oldbury Bracknell RG12 8TH Company No: 03676297 BMI MSA 20150402

More information

TekCloud Service Agreement

TekCloud Service Agreement Severity This ( Service Agreement ) is incorporated into the Quote executed by TekLinks and Customer for TekCloud Services and sets forth the specific terms and conditions under which TekLinks shall supply

More information

California Dept. of Technology AT&T CALNET 3. Service Level Agreements (SLA) 7.3 Network Based Managed Security

California Dept. of Technology AT&T CALNET 3. Service Level Agreements (SLA) 7.3 Network Based Managed Security California Dept. of Technology AT&T CALNET 3 Level Agreements (SLA) Subcategory 7.3 Network Based Managed Security Page 1 Trouble Ticket Stop Clock Conditions The following conditions shall be allowed

More information

Home Based Business - Understanding Customer Database Administration Support Services

Home Based Business - Understanding Customer Database Administration Support Services 1 Definitions The following definitions apply, in addition to those in the General Terms and Conditions and the BT Compute Service Schedule. Customer Application Monitoring and Management means the service

More information

Hosting Services - Virtual Service Agreement Page 1 of 6

Hosting Services - Virtual Service Agreement Page 1 of 6 Hosting Services - Virtual Service Agreement Page 1 of 6 This Hosting Services - Virtual Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions,

More information

Managed Support Policy

Managed Support Policy TABLE OF CONTENTS 1. SERVICE DESCRIPTION 2 2. SUPPORT OPTIONS 2 3. SERVICE SUPPORT HOURS 3 4. MONITORING AND OUTAGES 3 5. SERVICE LEVEL AGREEMENT 4 6. PLANNED MAINTENANCE AND UPGRADES 5 7. TARGET UPTIME

More information

Hosting Services - Virtual Data Center Service Agreement. 1.0 Terminology. 2.0 Service Description. 3.0 Service Options

Hosting Services - Virtual Data Center Service Agreement. 1.0 Terminology. 2.0 Service Description. 3.0 Service Options This Hosting Services Virtual Data Center Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services

More information

How To Get A Support Ticket Resolved On Itech

How To Get A Support Ticket Resolved On Itech Standard i-tech as of: January 6, 2015 i-tech Client Response Time (SLA) This SLA agreement pertains to i-tech clients under a valid service contract only. Total Technology Support (TTS) clients will have

More information

Web Drive Limited TERMS AND CONDITIONS FOR THE SUPPLY OF SERVER HOSTING

Web Drive Limited TERMS AND CONDITIONS FOR THE SUPPLY OF SERVER HOSTING Web Drive Limited TERMS AND CONDITIONS FOR THE SUPPLY OF SERVER HOSTING Application of Terms Agreement to these terms requires agreement to Web Drive s Standard Terms & Conditions located online at the

More information

SERVICE LEVEL AGREEMENT (SLA)

SERVICE LEVEL AGREEMENT (SLA) SERVICE LEVEL AGREEMENT (SLA) This agreement covers the provision and support of the Managed Networking Services and details the service targets and obligations set and maintained by One...Solutions. Further,

More information

SERVICE SCHEDULE HOSTED DESKTOP SERVICES

SERVICE SCHEDULE HOSTED DESKTOP SERVICES SERVICE SCHEDULE HOSTED DESKTOP SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Partner has previously

More information

ADTRAN ProServices Description of Service Offering. ProCare International

ADTRAN ProServices Description of Service Offering. ProCare International ADTRAN ProServices Description of Service Offering ProCare International This Description of Service Offering is provided by ADTRAN, Inc., to describe the support services generally available under ADTRAN

More information

Service Level Agreements Category 7 Network Based Managed Security

Service Level Agreements Category 7 Network Based Managed Security Service Level Agreements TROUBLE TICKET STO CLOCK CONDITIONS The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor

More information

A Glossary of Web Hosting Terms

A Glossary of Web Hosting Terms Limited www.webdrive.co.nz PO Box 302829 North Harbour North Shore City 0751 Telephone: 0800 SPECIFIC SERVICE TERMS These specific service terms must be read in conjunction with 's General Terms and Conditions

More information

XO Wide Area Network ( WAN ) Services IP Virtual Private Network Services Ethernet VPLS Services

XO Wide Area Network ( WAN ) Services IP Virtual Private Network Services Ethernet VPLS Services 1.0 PRODUCT AND SERVICES 1.1 Product Descriptions. XO Wide Area Network ( WAN ) Services IP Virtual Private Network Services Ethernet VPLS Services (a) XO IP VPN. XO IP VPN is a layer 3 data networking

More information

Hosting Services - Dedicated Service Agreement Page 1 of 6

Hosting Services - Dedicated Service Agreement Page 1 of 6 Hosting Services - Dedicated Service Agreement Page 1 of 6 This Hosting Services - Dedicated Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions,

More information

MICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA )

MICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA ) MICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA ) V1.20 April, 2006 PURPOSE: This purpose of this Service Level Agreement ( SLA ) is to document the level of service provided with the Microsoft

More information

IX SERVICE LEVEL AGREEMENT

IX SERVICE LEVEL AGREEMENT IX SERVICE LEVEL AGREEMENT IX.1 SERVICE LEVELS, BY CLASS of SERVICE Unless otherwise specified, all classes of Voice, Connectivity and Managed service in this RFP must be delivered at levels that meet

More information

BrandMaker Service Level Agreement

BrandMaker Service Level Agreement BrandMaker Service Level Agreement BrandMaker Service Level Agreement v1.1, 18-02-2014, page 1 of 6 I. Support 1 Object of the agreement The object of these terms and conditions is the support of standard

More information

TekCare Secure Service Agreement

TekCare Secure Service Agreement Severity This ( Service Agreement ) is incorporated into the Quote executed by TekLinks and Customer for TekCare Secure Services and sets forth the specific terms and conditions under which TekLinks shall

More information

IT Services. incident criteria

IT Services. incident criteria IT Services IT Services incident criteria Guidance for IT Services staff on priorities to be used when logging incidents. Introduction... 2 Definitions... 2 Response time... 2 Resolution times... 2 Minimum

More information

Colby College Information Systems and Data Security Outage and Change Management Procedures

Colby College Information Systems and Data Security Outage and Change Management Procedures Colby College Information Systems and Data Security Outage and Change Management Procedures 1. Purpose The following outage and change management procedures are intended to provide centralized scheduling,

More information

Time Warner Cable Business Class Ethernet and Dedicated Internet Access Service Level Agreement

Time Warner Cable Business Class Ethernet and Dedicated Internet Access Service Level Agreement Time Warner Cable Business Class Ethernet and Dedicated Internet Access Service Level Agreement This document outlines the Service Level Agreement ( SLA ) for the Ethernet and Dedicated Internet Access

More information

RL Solutions Hosting Service Level Agreement

RL Solutions Hosting Service Level Agreement RL Solutions Hosting Service Level Agreement April 2012 Table of Contents I. Context and Scope... 1 II. Defined Terms... 1 III. RL Solutions Responsibilities... 2 IV. Client Responsibilities... 4 V. The

More information

Remote Access Service Broadband Service Agreement. 1.0 Terminology. 3.0 Service Options. 2.0 Service Description. 4.

Remote Access Service Broadband Service Agreement. 1.0 Terminology. 3.0 Service Options. 2.0 Service Description. 4. This Remote Access Service Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer.

More information

How To Use The Pace Help Desk

How To Use The Pace Help Desk ITS HELP DESK SUPPORT Pace University and ITS Help Desk Summary This document covers the help desk support services offered from the ITS Help Desk for Pace University members. User Services ITS Help Desk

More information

One Hope United Help Desk Service Level Agreement. Help Desk Mission... 1. Scope... 1. Availability of Services... 1. Phone Response...

One Hope United Help Desk Service Level Agreement. Help Desk Mission... 1. Scope... 1. Availability of Services... 1. Phone Response... One Hope United Help Desk Service Level Agreement Table of Contents Help Desk Mission... 1 Scope... 1 Availability of Services... 1 Phone Response... 2 Service Level Response (SLR)... 3 Escalation of Tickets...

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

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

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

Software Citrix CSP Service Agreement. 1.0 Terminology. 3.0 Service Options. 4.0 Service Delivery. 2.0 Service Description

Software Citrix CSP Service Agreement. 1.0 Terminology. 3.0 Service Options. 4.0 Service Delivery. 2.0 Service Description This Software Citrix CSP Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer.

More information

Mitel Cloud Service Level Agreement

Mitel Cloud Service Level Agreement Mitel Cloud Service Level Agreement This Service Level Agreement ( SLA ) overviews Mitel Cloud Services, Inc. best practices, goals and Customer remedies with respect to providing industry leading customer

More information

MANAGED PBX SERVICE SCHEDULE

MANAGED PBX SERVICE SCHEDULE MANAGED PBX SERVICE SCHEDULE 1. APPLICABILITY This Service Schedule is applicable only to the COF for the purchase of Managed PBX Services which has been signed by the Customer and Neotel. 2. DEFINITIONS

More information

Product and Services Agreement BT Conferencing Maintenance Service Schedule

Product and Services Agreement BT Conferencing Maintenance Service Schedule Product and Services Agreement 1. DEFINITIONS The following definitions shall apply, in addition to those in the General Terms and Conditions of the PSA. Ancillary Devices BT Authorized Service Representative

More information

TERMS OF REFERENCE. I. Rationale. Scope of Work

TERMS OF REFERENCE. I. Rationale. Scope of Work TERMS OF REFERENCE Provision Secondary Internet Connection Service to the Public-Private Partnership Center of the Philippines (PPPCP) I. Rationale One of the major requirements of the new media is the

More information

Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA )

Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA ) Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA ) 1. Overview. This SLA provides performance metrics and provisions for Unified Communications and Collaboration

More information

SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010

SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 This Service Level Agreement (SLA) ( Service Level Agreement or Agreement or SLA ) is by and between Bizcom Web Services, Inc. (the "Company")

More information

Quality Certificate for Kaspersky DDoS Prevention Software

Quality Certificate for Kaspersky DDoS Prevention Software Quality Certificate for Kaspersky DDoS Prevention Software Quality Certificate for Kaspersky DDoS Prevention Software Table of Contents Definitions 3 1. Conditions of software operability 4 2. General

More information

Working at a Small-to-Medium Business or ISP Chapter 2

Working at a Small-to-Medium Business or ISP Chapter 2 Help Desk Working at a Small-to-Medium Business or ISP Chapter 2 Copyleft 2012 Vincenzo Bruno (www.vincenzobruno.it) Released under Crative Commons License 3.0 By-Sa Cisco name, logo and materials are

More information

I.1 SERVICE LEVEL AGREEMENT MATRIX. Bidders must complete the following SLA Matrix as applicable to category bid.

I.1 SERVICE LEVEL AGREEMENT MATRIX. Bidders must complete the following SLA Matrix as applicable to category bid. I.1 SERVICE LEVEL AGREEMENT MATRI Bidders must complete the following SLA Matrix as applicable to categy bid. SERVICE LEVELS, BY CLASS of SERVICE Unless otherwise specified, all classes of Voice, Connectivity

More information

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services Network Computing Architects Inc. (NCA), provides outsourced IT services by monitoring and managing clients computing assets. Included Services: For all systems covered under NOC Support, the following

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

Spanning Backup for Google Apps Service Level Agreement

Spanning Backup for Google Apps Service Level Agreement Spanning Backup for Google Apps Service Level Agreement June 6, 2014 This Service Level Agreement ( SLA ) between Spanning Cloud Apps, Inc. ( Spanning ), and the customer ( Customer ) of the Spanning Backup

More information

excommerce Online Systems as a service

excommerce Online Systems as a service excommerce Online Systems as a service Service plan This service plan is designed for users who wish to have support services for their dotnetnuke and/or catalook and/or XLink integration. excommerce is

More information

Managed Colocation Service Terms and Conditions for CLOUDHPT.COM

Managed Colocation Service Terms and Conditions for CLOUDHPT.COM Managed Colocation Service Terms and Conditions for CLOUDHPT.COM PRODUCT TERMS (Managed Colocation Service) In addition to the General Terms and Conditions, your use of the Managed Colocation Services

More information

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service

Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,

More information

Workplace-As-A-Service SLA 1

Workplace-As-A-Service SLA 1 Workplace-As-A-Service SLA 1 SPRINT WORKPLACE-AS-A-SERVICE ( Workplace ) SERVICE LEVEL AGREEMENT Effective: September 16, 2015 1. POLICY. As one indicator of Sprint s service commitment, Sprint provides

More information

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.

More information

MANAGED COLOCATION SERVICES TERMS AND CONDITIONS

MANAGED COLOCATION SERVICES TERMS AND CONDITIONS MANAGED COLOCATION SERVICES TERMS AND CONDITIONS In addition to the General Terms and Conditions, your use of the Managed Colocation Services is subject to the following additional terms and conditions:

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

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

Managed IP PBX Service Level Agreement

Managed IP PBX Service Level Agreement Managed IP PBX Service Level Agreement Effective March 15, 2006 1. Overview Managed IP PBX offers certain service level agreements and objectives as shown below. Capitalized terms that are not defined

More information

Service. Strategic Technology Solutions for DNA Technology Solutions and Services That Help You Optimize System Performance, Security and Availability

Service. Strategic Technology Solutions for DNA Technology Solutions and Services That Help You Optimize System Performance, Security and Availability Service Strategic Technology Solutions for DNA Technology Solutions and Services That Help You Optimize System Performance, Security and Availability Products As your information systems grow more complex,

More information

Service Level Agreement

Service Level Agreement Service Level Agreement This Service Level Agreement ( SLA ) governs the following elements of the Services provided by Seller to Buyer: 1) Server Uptime 2) Network Availability 3) Support Response Time

More information

How To Support A Client On A Contract With Bps Resolver

How To Support A Client On A Contract With Bps Resolver Service Level Agreement for Vendor-Hosted Solution Introduction This Vendor-Hosted Service Level Agreement ( SLA ) describes certain performance and security components regarding the services provided

More information

Dedicated Server Service Level Agreement

Dedicated Server Service Level Agreement Dedicated Server Service Level Agreement TERMS & CONDITIONS www.tagadab.com INTRODUCTION This Service Level Agreement (SLA) is provided as a supplement to: i. The Order Form ii. The Tagadab Business Terms

More information

Rekoop Limited Standard Terms of Business

Rekoop Limited Standard Terms of Business Rekoop Limited Standard Terms of Business 1 Copyright 2012, rekoop Limited 1. DEFINITIONS... 3 2. BASIS OF AGREEMENT... 6 3. PROVISION OF THE SOFTWARE AND SERVICES... 6 4. TERM... 6 5. ACCESS AND SECURITY...

More information

Fusion Service Schedule Virtual Data Centre ( VDC ) Version FUS-VDC-7.1

Fusion Service Schedule Virtual Data Centre ( VDC ) Version FUS-VDC-7.1 Fusion Service Schedule Virtual Data Centre ( VDC ) Version FUS-VDC-7.1 1 DEFINITIONS AND INTERPRETATIONS 1.1. Words or phrases used with capital letters in this Service Schedule shall have the same meanings

More information

Cloud IU for SharePoint. Service Description

Cloud IU for SharePoint. Service Description Cloud IU for SharePoint Service Description Contents 1 Overview... 4 2 Service Features... 4 3 Installation and Support... 5 3.1 Installation and Migration... 5 3.2 Ongoing Support... 5 3.3 Operational

More information

How To Use Teklinks For Free

How To Use Teklinks For Free Severity TekEx Service Agreement TekEx Service Agreement This TekWeb Service Agreement ( Service Agreement ) is incorporated into the Quote executed by TekLinks and Customer for TekEx Services and sets

More information

"Demarcation Point" means the point at which the lines of the local exchange carrier and the lines of the Customer meet.

Demarcation Point means the point at which the lines of the local exchange carrier and the lines of the Customer meet. IT & communications services Unit 7 Ancells Court Rye Close Fleet GU51 2UY t: 01252-843165 www.csmb.co.uk 1 SCOPE 1.1 This SLA sets out the Service Levels provided in relation to CS Malbrook s Managed

More information

Ancero Backup & Disaster Recovery (BDR) Service Guide

Ancero Backup & Disaster Recovery (BDR) Service Guide Ancero Backup & Disaster Recovery (BDR) Service Guide Contents Service Overview... 3 Ancero Backup and Disaster Recovery... 3 Hardware Warranty... 3 Warranty Exclusions and Limitations... 3 Extended Hardware

More information

Service Level Agreement Dedicated Internet Access

Service Level Agreement Dedicated Internet Access Service Level Agreement Dedicated Internet Access These are the terms and conditions for Finger Lakes Technologies Group s Dedicated Internet Services (the Service ) connection. SERVICE DESCRIPTION Service

More information

Telnes, Inc. Dba Telnes Broadband Service Level Agreement Service Metrics SLA For T1 (Q Backbone)

Telnes, Inc. Dba Telnes Broadband Service Level Agreement Service Metrics SLA For T1 (Q Backbone) Telnes, Inc. Dba Telnes Broadband Service Level Agreement Service Metrics SLA For T1 (Q Backbone) Telnes, Inc. is committed to providing the highest quality of service to our Customers. Our goal is to

More information

Service Level Agreement (SLA) for Customer by. Cybersmart ISP. (Cloud Hosting Agreement)

Service Level Agreement (SLA) for Customer by. Cybersmart ISP. (Cloud Hosting Agreement) Service Level Agreement (SLA) for Customer by (Cloud Hosting Agreement) Effective Date: Document Owner: Version Version Date Description Author 1.0.2 07-05-2013 Service Level Agreement 1.0.3 22-10-2013

More information

Software Microsoft SPLA Service Agreement. 1.0 Terminology. 2.0 Service Description. 3.0 Service Options

Software Microsoft SPLA Service Agreement. 1.0 Terminology. 2.0 Service Description. 3.0 Service Options This Software Microsoft SPLA Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer.

More information

MSA AGREEMENT ANNEXURE C SERVICE LEVEL AGREEMENT

MSA AGREEMENT ANNEXURE C SERVICE LEVEL AGREEMENT MSA AGREEMENT ANNEXURE C SERVICE LEVEL AGREEMENT Page 1 of 12 DOCUMENT INDEX DEFINITIONS INTRODUCTION Overview Purpose & Objectives Duration & Validity Scope SERVICES AND SERVICE LEVEL DEFINITION Commitment

More information

Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide

Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide Table of Contents 1. DEFINITIONS... 3 2. SCOPE OF SERVICES... 3 3.1 HVD... 4 3.2 WEBHVD... 4 3.3 HVS... 4 3.4 STORAGE D3...

More information

Tab 19 Page 1 of 1. DiRAD Technologies, Inc. 9 Corporate Drive Clifton Park, New York 12065

Tab 19 Page 1 of 1. DiRAD Technologies, Inc. 9 Corporate Drive Clifton Park, New York 12065 Tab 19 Page 1 of 1 DiRAD Technologies, Inc. 9 Cpate Drive Clifton Park, New Yk 12065 Comprehensive Telecommunications s RFP 20268 Bid opening date: May 5, 2009 11:00 a.m. Level Agreement s Included is:

More information

Service Schedules in E-Commerce

Service Schedules in E-Commerce SERVICE SCHEDULE HOSTED LYNC AND EXCHANGE SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions (Reseller) which the

More information

Request for Proposal Technology Services Maintenance and Support

Request for Proposal Technology Services Maintenance and Support Request for Proposal Technology Services Maintenance and Support Maintenance and Support July 19, 2014 Celerity Educational Group is seeking an IT consulting firm to manage Maintenance of our Network Systems

More information

1 ForestSafe SaaS Service details Service Description Functional Non Functional

1 ForestSafe SaaS Service details Service Description Functional Non Functional 1 ForestSafe SaaS Service details 1.1 Service Description ForestSafe is a privileged identity management system used today to manage the Administrator passwords of 65,000 computers by the UK largest bank.

More information

Statement of Service Enterprise Services - AID Servers: Windows/Linux/Unix Network Infrastructure: Switches/Routers/Firewall/Wireless Access

Statement of Service Enterprise Services - AID Servers: Windows/Linux/Unix Network Infrastructure: Switches/Routers/Firewall/Wireless Access Statement of Service Enterprise Services - AID Servers: Windows/Linux/Unix Network Infrastructure: Switches/Routers/Firewall/Wireless Access Customer Proprietary Rights The information in this document

More information

Table of Contents. CSC CloudCompute Service Description Summary CSC 1

Table of Contents. CSC CloudCompute Service Description Summary CSC 1 Table of Contents Overview... 2 CSC CloudCompute Infrastructure... 2 Virtual Environment... 2 Compute Capacity... 2 Networks... 3 CSC Cloud Store Overview... 3 Service Tier Choices... 3 CloudCompute Storage...

More information

CSC BizCloud VPE Service Offering Summary. CSC i

CSC BizCloud VPE Service Offering Summary. CSC i Table of Contents OVERVIEW... 1 BIZCLOUD VPE SOLUTION SUMMARY... 1 BIZCLOUD VPE INFRASTRUCTURE... 1 Hardware and Virtualization Layer... 2 Compute Components... 2 Storage 2 CSC SUPPORT FOR THE BIZCLOUD

More information

PC Proactive Solutions Technical View

PC Proactive Solutions Technical View PC Proactive Solutions Technical View PC Proactive Solutions Technicians View The following pages briefly describe our technicians view of our proactive management utility. Our software application is

More information

Service Level Agreements Subcategory 1.5 Toll Free Calling

Service Level Agreements Subcategory 1.5 Toll Free Calling Service Level Agreements TROUBLE TICKET STOP CLOCK CONDITIONS Only the following conditions will be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor

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