Service Schedules in E-Commerce

Transcription

1 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 Partner has previously entered into. VERSION CONTROL Version Date Control Reason /2/ st Release for Platform Services and Microsoft Lync /2/2014 Addition of Microsoft Exchange Service Definition 1. DEFINITIONS AND INTERPRETATION 1.1 In this Service Schedule the following definitions apply:- Term Additional Services Contracted Hours GCI Network Hosted Servers Definition support services additional to the Service which GCI may agree to provide to the Partner (subject to receipt of a separate Order Form in respect thereof) twenty-four hours per day, three hundred and sixty-five days per year the infrastructure owned and managed by GCI and its Affiliates Hosted Servers, Storage and Communications/Media Solutions Lync The Unified Communications Suite from Microsoft also known as Skype for Business. This schedule considers Lync and Skype for Business as interchangeable names for the same product. Planned Maintenance a period of time during which GCI or an Affiliate, agent or thirdparty sub-contractor is performing planned activities on a component which may impact on Service Availability Resolution Time the elapsed time, during Contracted Hours, between a report of a Service Failure or support request being received by GCI, to the time when that Service Failure or support request is resolved Response Time The elapsed time, during Contracted Hours, between a report of a Service Failure or support request being received by GCI to the point where a GCI agent, employee or representative is actively involved in resolving the call Service (i) infrastructure and platform as a service to be provided by GCI comprising of the Supported Hardware and the Supported Software; and (ii) pro-active support services in respect of the Supported Hardware and the Supported Software to be provided by GCI and which are further described in Appendix A and Appendix B of this Service Schedule Service Failure a period within Contracted Hours during which there is loss of service of any of the Supported Hardware and/or Supported Software. The duration of a Service Failure is measured from the point at which the Partner or GCI registers the fault within GCI s ticketing system to the point at which there is no longer a loss of service 1

2 Service Request a request from the Customer to register an incident for investigation or to request a change within the parameters of the Managed Service as described in Appendix A and the Managed Software Service in Appendix B. Supported Software the software listed in Appendix D which GCI shall provide the Service in relation to Table 1: Service Schedule Definitions 1.2 Other capitalised terms used in this Service Schedule shall have the meaning ascribed to such terms in the General Terms and Conditions. 1.3 The rules governing the way in which this Service Schedule shall be interpreted are detailed in the Definitions and Interpretation clause of the General Terms and Conditions. 2. SERVICE DESCRIPTION GCI shall provide to the Partner the Service, subject to the terms and conditions of the Services Agreement. 2.1 Fault response and resolution GCI shall endeavour to respond to and resolve Service Failures within the Response Times and the Resolution Times stated in Appendix C. If it is identified during fault investigation that due to circumstances beyond GCI s control, restoration times will exceed the stated target Resolution Times, the Partner will be notified. 2.2 Managed Support Service Incident management (d) (e) Service Failures are logged on Partner request made to the GCI Service Desk or through the Partner portal, in accordance with GCI s Support Protocol details of which are available from GCI on request. The issue is entered into the GCI support system as a Service Request (SR) and the caller s entitlement to support is validated. Each Service Request is assigned to an owner within the support group and the system maintains an audit trail of activities relating to it. The SR is then assigned to, and investigated by, a support engineer. If the Service Request is not resolved then it continues to escalate within GCI and it will be escalated to technical specialists where necessary. At any time if the Partner is not receiving timely updates it can escalate to the GCI Support Team Leader. The GCI Support Team will work remotely with the Partner via telephone and to investigate an issue and to resolve it. The support services do not include on-site support services. Service Requests are managed according to the terms of this Services Schedule and the priority of the issue. The table below summarises the three priority levels: 2

3 Priority High Medium Description of fault or issue any fault which results in a total loss of service, hardware or software availability any problem which does not result in a total loss of service, hardware or software availability but which has a major effect on the Partner s business. Low any problem which does not result in a total loss of service, hardware or software availability but which nevertheless results in diminished response or performance of the service, hardware or software. Table 2: Fault Priorities (f) (g) Where the origin of a fault is unclear, GCI will assist the Partner in fault identification. If it is confirmed that the fault does not lie with GCI or its agents, Affiliates or sub-contractors, a reasonable charge may be made by GCI for such assistance at its then prevailing rates and no Service Credit shall be available in respect of the fault in question. The Partner is responsible for ensuring that the contact information for the Partner is accurately provided and accurately maintained. (h) Any ticket with the status on hold-customer will auto-close after 30 days and will receive no more input from GCI support i.e, where GCI is waiting for 30 days for the Partner to respond. If the Partner suspects that the issue is not resolved, it must reopen the ticket with the latest details Support Request Escalation (d) SR Owner - Partners requesting to escalate an issue within GCI are recommended to contact the Support Request Owner and explain the reason for the escalation. Support Team Leader - If the Support Request Owner cannot resolve the issue then the next point of escalation is the GCI Support Team Leader. Support Director The GCI Support Director is the next point of escalation. Details of the Support Team Leader and Support Director are available on request. 3

4 2.3 Managed Service and Change Control Service management (d) (e) (f) Managed service requests are logged on Partner request made to the GCI Service Desk, through the Partner portal or telephone, in accordance with GCI s Support Protocol details of which are available from GCI on request. The request is entered into the GCI support system as a Change Request (CR) and the caller s entitlement to support is validated. Each Change Request is assigned to an owner within the support group and the system maintains an audit trail of activities relating to it. The CR is then assigned to a support engineer. If the Change Request is not able to be completed by the support engineer then it continues to escalate within GCI and it will be escalated to technical specialists where necessary. At any time if the Partner is not receiving timely updates it can escalate to the GCI Support Team Leader. The Managed Services do include on-site support services to the Partner site. Non Service affecting changes will be completed as requested within the given SLA. Service affecting changes will be completed as agreed with the Partner and will be outside of any agreed SLAs. The Partner is responsible for ensuring that the contact information for the Partner is accurately provided and accurately maintained. (g) Any ticket with the status on hold-customer will auto-close after 30 days and will receive no more input from GCI support i.e, where GCI is waiting for 30 days for the Partner to respond. If the Partner suspects that the issue is not resolved, it must reopen the ticket with the latest details. 4

5 2.4 Service credits Should GCI fail to achieve the Service Availability targets set out below, Service Credits are available to the Partner according to the following matrices in accordance with the following provisions of this Clause 2.4 and the General Terms and Conditions: Total Service loss of Managed Lync Platform The definition of platform availability, is the ability for the Partner to connect to the Managed Lync platform from the Internet. If the platform is reachable from the Internet, then the platform is considered available. % Service Availability (per Month) Service Credit (as no. of Credit Days) Between 99.50% and % 2 Between 99.00% and 99.4% 4 Between % and 98.99% 6 <98.5% 8 per 24 hours Table 3: Managed Lync Service Credit Calculations Exclusions Recovery from the DR site back to the primary site is excluded from the % uptime and would be undertaken as an agree Planned Maintenance activity Loss of data in failover of sites. The data is typically 15 minutes behind at Site B. The time to failover is around 45 minutes; the availability is measured from the point of declaration to the point of failover. During failover the time % definition is for the recovery site to be available i.e. can be connected to from the Internet. Where the Custom Application Server is responsible for the partial or total failure of Lync services Custom Application Server Availability (where deployed) The definition of Custom Application server unavailability is the inability for the Customer to connect to the virtual server due to network, Hypervisor or Server failure. % Service Availability (per Month) Service Credit (as no. of Credit Days) Between 99.50% and % 0.2 Between 99.00% and 99.4% 0.4 Between % and 98.99% 0.6 <98.5% 0.8 per 24 hours Table 4: Custom Application Server Service Credit Calculations 5

6 Exclusions Lack of platform availability due to a total loss of the Managed Lync Service (as defined in clause 2.4.2) Vendor application failure where such application software is not managed by GCI as defined in Appendix D Total Service loss of Managed Exchange Platform The definition of platform availability, is the ability for the Partner to connect to the Managed Exchange platform from the Internet. If the platform is reachable from the Internet, then the platform is considered available. % Service Availability (per Month) Service Credit (as no. of Credit Days) Between 99.50% and % 2 Between 99.00% and 99.4% 4 Between % and 98.99% 6 <98.5% 8 per 24 hours 2.5 Data Protection Guarantee Managed Lync Service Data restore requests, can be initiated by the client through a Service Request, subject to availability of the back-up data. GCI performs routine server backups for disaster recovery purposes only. Server backup scope and scheduling is at GCI s sole Discretion GCI does not maintain historical back-up copies of the Managed Lync Service Servers for the purpose of point in time data recovery unless specifically agreed to in a custom service order Custom Application Servers Data protection refers to GCI s ability to recover a Custom Application Server Data as defined by the following text. In the event of an issue that impacts the data hosted by GCI that is caused by either (i) data corruption in the Application Server, or (ii) a catastrophic failure of the SAN or datacentre where the Application Server is hosted, GCI will restore a Custom Application Server to the last known good state, as determined by GCI. If GCI fails to promptly restore a Custom Application Server, GCI will issue a credit according to the following schedule: Data Retention Service Credit (as no. of Credit Days) < 24 Hours of data lost 1 day Hours of data lost 5 days > 48 Hours of data lost 10 days 6

7 Table 5: Custom Application Server Backup, Service Credit Calculations 2.6 Service level exclusions The above Service Levels and availability of Service Credits shall not apply if any of the following conditions contribute either wholly or partly to a failure to achieve the stated target: (d) (e) (f) (g) (h) (i) (j) failure during any period of Planned Maintenance or service change which has been communicated to the Partner by GCI in advance of such work commencing or any period of service change completed as agreed with the Partner; failure during any period of emergency Service interruption; a failure of, or fault of, equipment not covered by the defined Service; the Service being intentionally terminated or suspended by GCI where it is entitled to do so under the Services Agreement (including under the General Terms and Conditions); the Partner failing to implement any reasonable and clear instructions issued by GCI in relation to the Service from time to time; a Force Majeure Event as defined in the General Terms and Conditions; where GCI has suspended the Service pursuant to the General Terms and Conditions; where delivery of the Service may result in a potential safety hazard to the Partner or third-party personnel; failure of the Partner to provide contact details for a member of its staff whom GCI can liaise with, during Contracted Hours, for the period of service delivery/service failure; and failure of the Partner to comply with the stated GCI procedures for the reporting of incidents and for requesting changes to the Service, as such procedures are specified in the Services Agreement (including this Service Schedule) or notified by GCI to the Partner from time to time. 2.7 Making a claim The Partner must claim Service Credits by submitting any claim in writing to GCI s Finance Department within thirty (30) days of the end of the period within which the right to a Service Credit arose. Alternatively, Service Credits may be claimed at the scheduled service review meetings and progressed for assessment and approval within GCI by either the Partner s Account Manager or Service Manager. 7

8 In order that GCI may assess the claim, claims should include all relevant dates, times and trouble ticket references. Failure to submit a claim in accordance with these terms shall result in the Partner s right to claim such Service Credits being forfeited At the end of each year following the Service Commencement Date (and on each anniversary thereafter), a credit note will be issued for the total Service Credits payable which have accumulated over the previous 12 months A Credit Day for the purposes of calculating Service Credits payable is calculated as the annual Charges for the relevant Service element divided by All valid claims will be settled by the issue of a credit note. Any unreimbursed Service Credits at the end of the Services Agreement will be repaid by GCI GCI s determination of availability and amount of Service Credits shall be (in the absence of manifest error) final Where a single incident results in Service Credits being available to the Partner under multiple service level commitments, GCI shall only be liable for the Service Credits stated within one of the respective SLAs. The Partner will be able to nominate the SLA under which it wishes to make the claim Total Service Credits available to the Partner under the Services Agreement pursuant to which these Services are provided shall be subject to the collective limitations as set out within the General Terms and Conditions. 3. ADDITIONAL SERVICES 3.1 In addition to the Service, GCI may (but shall not be obliged to) provide to the Partner against receipt of the Partner s separate Order Form, the Additional Services. 3.2 Where the Partner requests a quote for Additional Services, GCI will respond to the request within five (5) Business Days, giving an indication of costs and implementation time involved. 3.3 Where GCI agrees to provide Additional Services they shall be provided pursuant to and become subject to the Services Agreement including this Service Schedule. The Partner shall pay any additional amounts due by way of Charges for any such Additional Services at and from the relevant Service Commencement Date in respect of such Additional Services. 4. TERM AND TERMINATION 4.1 Subject to early termination of the Service pursuant to the General Terms and Conditions, the term of the Service shall commence on the Service Commencement Date and the Service shall continue to be provided for the Minimum Service Term (as defined in the Order Form) and thereafter, until terminated for convenience by either party giving to the other at least ninety (90) days written notice to take effect on the date of expiry of the Minimum Service Term or at any time thereafter. This clause Error! Reference source not 8

9 found. takes precedence over any provisions to the contrary in the General Terms and Conditions. 5. CHARGES The Charges for the Service are as set out in the applicable Order Form and are payable quarterly in advance by the Partner. 6. ADDITIONAL PROVISIONS 6.1 Managed Service Requests Without prejudice to anything to the contrary in the Change Management Process, where the Partner requires additional volumes of the Services, GCI shall use its reasonable endeavours to: (d) acknowledge receipt of any request for Services within 24 hours of receipt of the request; review the request within 48 hours of receipt of the request; schedule the request within 72 hours of receipt of the request; commence provision of the Services as soon as reasonably practicable after scheduling of the request and agreement of any variations required to the Services Agreement in consequence of such change (to be agreed in accordance with the Change Management Process). 6.2 Limitations of and Exclusions from the Service GCI will only be required to deal with requests made by the partner or it s affiliates, not the end user GCI reserves the right to refuse to provide the Service if the Partner contacts do not possess the minimum skills required to understand, describe and co-ordinate resolution of a problem or if support problems have: been introduced by poorly trained personnel or unsuitably qualified engineers; or arisen due to changes implemented contrary to the applicable vendor documentation GCI shall not be responsible for data quality or loss within systems that are not under GCI management or support nor for supporting interfaces to other Partner systems, nor failure of supported systems due to these interfaces or other connected software/equipment The Partner is responsible for all licensing and software to run on its servers (including those servers to be virtualised onto the platform provided under this Service Schedule). 9

10 APPENDIX A Managed Service Description 1. MANAGED SUPPORT SERVICE 1.1 GCI shall provide the Service during Contracted Hours. 1.2 Faults may be reported by calling the GCI Network Operations Centre at any time or online through the support services portal. 1.3 The support SLA is as described in clause 2 of this Service Schedule and Appendix C. 1.4 The managed service is a pro-active support service which includes active monitoring, support and incident resolve as described in more detail in the other provisions of this Appendix A and in Appendix B. 1.5 The Lync Service server platform is under full GCI control, administrative access it restricted to GCI. The Partner and their agents shall have appropriate user level permissions as required in order to utilise Lync application services. 1.6 The Exchange Service server platform is under full GCI control, administrative access it restricted to GCI. The Partner and their agents shall have appropriate user level permissions as required in order to utilise Exchange application services. 1.7 GCI shall use Solarwinds monitoring services to monitor application availability, server health and network performance metrics to measure performance against SLA Operational SLAs Lync Service Availability % Exchange Service Availability % Network performance and Service availability are monitored between the GCI Servers (hosted at the GCI Datacentres) and the GCI Internet Egress point. 10

11 2. MANAGED SUPPORT SERVICE OVERVIEW /7 Service Desk Engineer manned Network Operations Centre to deal with proactive and reactive SR (Service Requests) and CR (change Requests) /7 System Support with active monitoring. 2.2 Infrastructure Support Overview Pro-active System Monitoring & Reporting (d) (e) Server and Storage Equipment Hypervisor Software OS Level GCI LAN and network security management LAN WAN st, 2 nd and 3 rd Line Support (d) (e) Server and Storage Equipment Hypervisor Software OS Level GCI LAN and network security management LAN WAN Managed Service including full change control (d) (e) Server and Storage Equipment Hypervisor Software OS Level GCI LAN and network security management LAN WAN 11

12 3. SECURITY MANAGEMENT AND FRAUD PREVENTION 3.1 Microsoft Lync Server platform (d) End user communications are all encrypted by default, ensuring that communications cannot be intercepted or tampered with All users will authenticate to active directory; it will not be possible for a user to access the system without a login with the exclusion of analogue devices For analogue phones and devices, will be controlled and restricted by Class of Service policies. Analogue devices for lifts, security phones and common areas, will be restricted to internal calls only unless otherwise specified by the client. All call activity on the system will be logged in the Quality of Experience (QoE) monitoring server. Reporting and alerting of activity will be provided. 3.2 GCI Session Border Controller platform and fraud prevention PSTN connectivity within the hosted solution is delivered by carrier class Session Border Controllers (SBC) located within the GCI network. Connectivity to the hosted SBC platform will take place inside the GCI MPLS Network and will not be externally accessible. If requested to do so GCI may, at additional cost, enable multiple levels of fraud monitoring and prevention within the SBC platform; (i) (ii) (iii) (iv) alert when a particular call spend is reached alert when the volume of calls changes from day-day beyond a defined threshold Suspension of service once a pre-defined threshold for call volumes/costs are reached Suspension of service once a pre-defined threshold for call volumes/costs are reached The outbound dialling feature in Exchange Unified Messaging is restricted to ensure that only authenticated users may dial out from the Messaging platform and furthermore that they may only dial out to numbers in their contacts list or in active directory The outbound dialling feature in Exchange Unified Messaging will not allow a user to input a number to be dialled. 4. STORAGE CAPACITY; DATA TRANSFER; SERVER RESOURCES. 4.1 Each account is allotted storage capacity amounts on GCI s servers according to the plan and options selected. This storage size can be increased for an additional charge up to the maximum amount allowed for each plan or service. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing Service unavailability or data loss. GCI shall not be responsible for such unavailability or data losses. Server resources are shared 12

13 among all customers hosted on the same server(s). GCI configures servers, Services and storage in such a way that each customer is separated from other customers. However, due to its nature, for shared resources, server and service performance levels cannot be guaranteed. 4.2 Storage Performance. Each Virtual Machine shall be allocated a maximum of 500 IOPS. When the performance limit is reached on a virtual machine, the machine may stop sending and/or receiving files or data leading to possible Service unavailability or data loss. GCI is not responsible for unavailability or data losses caused by any virtual machine exceeding its performance limit. 5. HOSTED EXCHANGE LIMITATIONS a. Mailbox and Public Folder Storage Capacity. Each mailbox and public folder has their own storage limits. When the storage limit is reached on an individual mailbox or folder, the Exchange servers will stop sending and/or receiving messages or data leading to possible Service unavailability or data loss. GCI is not responsible for unavailability or data losses caused by any mailbox or folder exceeding its storage limit. b. Log Files. GCI adheres to a daily log maintenance and clean-up schedule in order to optimize Disk space for our Services. c. Top Level Folders and Sub-Folders. The Exchange server itself retains ownership of the two top layers of the public folder hierarchy, Public Folders, and under that folder, the All Public Folders. This is set by the Exchange server architecture and cannot be modified. Top-Level public folders may be created upon request which can be made visible in the Global Address List. d. Address Lists. GCI provides one Global Address List and one Offline Address List for each account. The Global Address List and Offline Address List are available to all users within each account. The Global Address List contains all mailboxes, contacts and distribution lists for each account. The Offline Address List is a replica of Global Address List which is used when working offline. e. Anti-Virus Checking. GCI uses third-party, anti-virus software. This software is configured to check all inbound messages. The virus-detecting heuristics of the software are regularly updated. Messages sent between mailboxes on the server are not scanned. If a virus is detected or if a message attachment cannot be scanned (for example, when it is encrypted or corrupted), the message and its attachments may be permanently deleted. Messages with attachments larger than 5MB are not scanned. GCI advises that end users should use up-to-date, local antivirus software. GCI is not responsible for any damages due to viruses, including infection of end-user devices or lost or corrupted messages. f. Anti-Spam Message Filter. GCI installs third-party, anti-spam software on its servers. This software is configured to check all incoming messages according to the SPAM-detecting heuristics provided with the software. As a part of the anti-spam software service, the SPAM-detecting heuristics are regularly updated. GCI is not responsible for any damages due to anti- SPAM filtering, including lost or corrupted messages. 13

14 5.1 Privacy and Confidentiality GCI is committed to protect the privacy and the confidentiality of customer data as accepted by industry and best practice standards. GCI will not access, view or review any customer private data accessible to us (including but not limited to that contained in server files, messages, calendars, notes, contacts, memos or public folders) unless: a) either the client, a government agency or regulatory body specifically requests us to do so; b) when performing routine backup and restore operations, virus scan and virus removal, spam and content filtering; or c) if such access, view or review is urgent and necessary to protect personal safety, perform troubleshooting, restore systems operation in the event of a server failure, remove illegal or offending (e.g. pornographic, violating our policies, etc.) content or prevent a server failure, Service outage or other damage Under no other circumstances will GCI access client private data or share client confidential data with any third parties without prior permission, except to the extent required by law or governmental or regulatory body or necessary to render our services. 5.2 Data Protection Guarantee Data protection refers to GCI s ability to recover the Exchange database as defined by the following text. In the event of an issue that impacts the Exchange data hosted by GCI that is caused by either (i) data corruption in the GCI-hosted Exchange database, or (ii) a catastrophic failure of the SAN or datacentre where the Exchange database is hosted, GCI will restore the database to the last known good state, as determined by GCI. If GCI fails to promptly restore the database, GCI will issue a credit according to the following schedule: % Service Availability (per Month) Service Credit (as no. of Credit Days) < 24 Hours of data lost 25 % of monthly fees incurred Hours of data lost 50% of monthly fees incurred > 48 Hours of data lost 100% of monthly fees incurred To receive a Credit, the account must be in good standing with GCI, a Service Request reporting data loss must be logged within 72 hours of the event, and an or written request must be sent to the Client Account Manager in the month immediately following the month for which the credit is requested. 14

15 5.3 Data Restoration from Back-Up Request Data restore requests initiated by the client, can be initiated through a Service Request, subject to availability of the back-up data. GCI performs routine server backups for disaster recovery purposes only. Server backup scope and scheduling is at GCI s sole Discretion GCI DOES NOT MAINTAIN HISTORICAL BACK-UP COPIES FOR THE PURPOSE OF POINT IN TIME DATA RECOVERY UNLESS SPECIFICALLY AGREED TO IN A CUSTOM SERVICE ORDER. 5.4 Data Retention While an account is active, GCI shall retain the client data, including but not limited to the content of private mailboxes and public folders within the database information store, active directory, log files and backup copies. GCI shall not be responsible for retaining any data after account termination. All data is deleted from the servers after the account is terminated and from backups during scheduled backup rotation. GCI shall not restore, provide on any storage media or send out any data pertaining to terminated accounts, unless specifically noted in a customised service agreement. 5.5 Customer Responsibilities To access Hosted Exchange services, the client must provide at the very minimum: an Internet connection with sufficient bandwidth and quality to allow trouble-free browsing, data uploading and downloading and that does not constrain Microsoft Exchange functionality; Windows XP or later to access the Exchange server using Microsoft Outlook RPC/HTTP; a fully functional Internet browser to access the Exchange server using OWA; a fully functional POP/IMAP/SMTP program (client) such as Microsoft Outlook 15

16 APPENDIX B Equipment, Software and Services Supported 1. INFRASTRUCTURE SUPPORT SERVICE DETAILED DEFINITION 1.1 Managed Service LAN (Switches) All Datacentre LAN and its configuration will be completed by GCI and under full change control procedure Servers (Blade) All Datacentre Servers and their configuration will be completed by GCI and under full change control procedure Storage (SAN) - All Datacentre SAN Storage and their configuration will be completed by GCI and under full change control procedure /7 Portal for viewing the platform (read only) red light / Green light for all services Site replication and Backup - All Datacentre backup and replication systems and their configuration will be completed by GCI and under full change control procedure Security and Alerting All underlying systems Up to Application Layer Monthly Usage Monthly capacity report Partner specific data backups and restoration All underlying systems Up to Application Layer /7 Monitoring and Support for: All patching, Firmware and support for All underlying systems Up to Application layer 16

17 1.2 Fully Managed Hardware st / 2nd & 3 rd Line Support Server and Storage hardware support, including the necessary platform patches and upgrades as advised by the Vendor. Escalation to Vendor. 1.3 Fully Managed Software st / 2nd & 3 rd Line Support Hypervisor software support, including the necessary platform patches and upgrades as advised by the vendor. This is subject to the Customer maintaining the support contract with the vendor The software supported for these purposes is in the Supported Software at Appendix D. 2. EXCLUSIONS 2.1 Patches or upgrades to Customer Applications 2.2 The following are also out of scope: Customer Service Function - a customer service function. Customer service activity is defined as engaging with and supporting enquiries from participants (general public) in relation to Customer request. The request for a CR or SR must come from the Partner s Support Centre. 17

18 APPENDIX C - Support SLA Resolution Timeframes Service Availability issues Initial Response Target Resolution Time High 30 minutes 4 hours Medium 1 hour 16 hours Low 8 hours 48 hours Equipment maintenance issues Target Response Time Target Resolution Time 30 minutes 4 hours Change Request Initial Response Target Resolution Time Service Affecting 30 minutes 1 hour Non Service Affecting 1 hour 8 hours ANY SLA STATED EXCLUDES PLANNED MAINTENANCE 18

19 APPENDIX D Supported Software Microsoft Exchange Server Enterprise Microsoft Lync Enterprise Plus Microsoft SQL Server Microsoft System Centre Operations Manager Microsoft System Centre Virtual Machine Manager Microsoft Windows Server Datacentre Edition VMware vsphere VMware Operations Manager Solarwinds Network and Node Monitor Solarwinds Server Availability Monitor VEEAM Backup and Replication Zerto Replication Software 19