flex support Service Overview

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "flex support Service Overview"

Transcription

1 NTS Technology Partners introduce NTS FLEX a unique portfolio of Managed Services, Cloud and Support solutions for any business size. flex support Service Overview Version 1.1 For Further Information see flex support Service Description and SLA

2 Introduction Thank you for your interest in our NTS FLEX support services, due to the unique nature of our business, expertise and service, we can truly deliver a tailored solution that meets your exact specifications. Contents flex Options Methodology o Audit o Logging o Fix o Monitor o Maintain o Support SLA s

3 flex Options We believe that the traditional one size fits all or traditional reactive ad hoc support services often cause more problems than they solve. With this in mind we have developed a flexible range of services, balancing cost, response and support level that can be tailored by item if necessary. Our ethos is straightforward and is part of everything we do for our customers. Let us manage and maintain, so you can innovate and grow NTS Technology Partners NEXT BUSINESS DAY 4HR RESPONSE 2HR RESPONSE 8x5 flex BASE 9am to 6pm business hours coverage. Monday to Friday excluding Public Holidays 8x7 flex ADVANCED 9am to 6pm business hours coverage. Monday to Friday, and weekends excluding Public Holidays 24x7 flex PREMIUM Full coverage for 7 days a week, 24 hours a day, including public holidays AD-HOC flex On-SUPPORT Service credits bought in advance to supply ad-hoc support as and when required

4 Methodology Through our years of experience delivering technical expertise and support to our customers, we have developed a streamlined and comprehensive strategy for service delivery. Approach to Service AUDIT LOGGING NTS perform a complete audit of every device, its location and its purpose. Each item is tagged with a unique identifier and logged for asset management. Asset information is logged with: Make Model Warranty Software Application Licenses This is stored within our Service Managment System 'By balancing remote monitoring, a structured maintenance plan, and fast support, NTS keeps your business operating, stable and available' FIX We determine if any devices or areas of the systems need immediate work. A project plan is produced which is actioned to bring the sytems up to the required levels of operation MONITOR If required, we can remotely monitor the site to issue repair or maintenance proactively. This can reduce the risk of failure and downtime considerably MAINTAIN We design a plan to offer regular scheduled work: Patches Updates Upgrades Replacement This is based upon customers individual requirements SUPPORT If you need urgent help, all support tickets have an SLA response time of 2 hours. Our in house engineers work to strict processes to get things fixed in an efficient and timely manner.

5 Service Levels Depending on the type of service taken, you will be eligible for either next business day, 4 hour or 2 hour response. You may have a mix of response times if you have a bespoke service contract, with different support levels for different items. For example: Business Critical 2 HR flex PREMIUM Archive Server Non Critical NBD flex BASE. It is impossible to say that all issues can be fixed within these timescales due to the variations and unique ways different systems operate and interact. The response time is just that, the maximum time until you get a response to your support ticket. In many cases we respond far quicker than the maximum times stated. Regardless of the level and type of support, we follow a strict escalation and response system: 1. Ticket created by customer on support website 2. Immediate automated response to customer confirming creation of support ticket. 3. Engineer responds to ticket via phone and within prescribed service a. Automatic escalation to manager and customer account manager if response is outside of prescribed service by 30 minutes Automated notification of escalation to customer b. Automated escalation to director if response is outside of prescribed service by 1 hour Automated notification of escalation to customer 4. Engineer conducts fault analyses and determines source of issue and logs this within the Service Management System Target of 2 hours updates customer with any reasons for exceeding 2 hour target.

6 5. Engineer either refers to manufacturer for fix if device is under warranty or develops solution to restore service and records this within the Service Management System Target of 4 hours updates customer with any reasons for exceeding 4 hour targets. 6. Engineer contacts customer by phone and to confirm that they have permission to work on device to repair. If this is denied then work can be scheduled for a more convenient time. Engineer updates ticket to reflect this. 7. Engineer completes work- either remotely or on site, documents process and changes made within the Service Management System. Phones and s customer to notify of completion. 8. Support ticket is closed by engineer, automated is sent to customer stating service is back to full operational status. 9. Account manager contacts customer within 24 hours to confirm that systems are operating as desired and request feedback for the service received. 10. Service Credits are awarded in the rare circumstance of NTS not responding within the agreed SLA to the customer. The benefits of our investment in systems, engineering resource and years of experience enable NTS to offer a fully tailored and exceptional level of response to our customers. NTS flex support packages are available for businesses of all sizes, locations and type, speak to your account manager for further details and prices. NTS We re in this together.

Systems Support - Standard

Systems Support - Standard 1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

ESXi Cluster Services - SLA

ESXi Cluster Services - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and IST Infrastructure Services (IST-IS) to document: The technology services IST-IS provides to the customer The targets

More information

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis 1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windows Team to document: The technology services the Enterprise Windows Team provides to the customer The targets

More information

Publish Date: 30/06/14 Version: 1.2

Publish Date: 30/06/14 Version: 1.2 Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage

More information

10.3.2015 Company Name IT Support

10.3.2015 Company Name IT Support 1 New Bond St t:+44 (0)20 7403 4031 London WC1 w:www.networkfish.com 10.3.2015 Company Name IT Support We are your reliable London based IT Support department Because you can achieve more. We are the backbone

More information

SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS

SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS 1 Purpose of SLA SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS This SLA provides a mutual understanding of the Service Level expectations of both parties and defines the benchmark for measuring

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

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage

More information

Cloud Hosting. About Our Hosting

Cloud Hosting. About Our Hosting Cloud Hosting Super quick, London based data centres with solid state drives (SSD). Nightly remote backups. Instantly upgrade/downgrade server resources to meet demand (Pro hosting only). Server monitoring

More information

Our Server Support. Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015

Our Server Support. Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015 Our Server Support Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015 Telephone Sales and Accounts 0161 232 0001 Technical Support 0161 232 0125 Email

More information

Symmetry Networks. Corporate Managed Services Schedule

Symmetry Networks. Corporate Managed Services Schedule Symmetry Networks Corporate Managed Services Schedule A Managed Services Solution version 1.0 January 2015 This Service Schedule forms part of the Agreement between Us (Symmetry Networks Pty Ltd) and You

More information

EXTENSION Assurance Policy Revised 12/13/2012

EXTENSION Assurance Policy Revised 12/13/2012 Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which

More information

Unitrends, Inc. Software and Hardware Support Handbook

Unitrends, Inc. Software and Hardware Support Handbook 1 Unitrends, Inc. Software and Hardware Support Handbook Overview This Customer Support Handbook details support services, contact information and best practices for contacting Unitrends Support to ensure

More information

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1 Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported

More information

Accelerite Software Support Foundation

Accelerite Software Support Foundation Accelerite Support Foundation Data Sheet September 14 th 2015 Overview Accelerite Support provides comprehensive technical and updates for the Accelerite portfolio, offering fast, reliable access to well-trained

More information

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management Contents Overview... 1 1.0 MONITORING... 2 2.0 SCHEDULED MAINTENANCE... 2 2.1 Notification... 2 2.2 Regular

More information

i. Maintenance of the operating system, applications, content on the server, or fault tolerant network connections

i. Maintenance of the operating system, applications, content on the server, or fault tolerant network connections Physical Co-location Service Level Agreement 1. Agreement This agreement is to define Physical Server Co-location services provided to a Customer. Typically, service definitions include hours, availability,

More information

Binary Tree Support. Comprehensive User Guide

Binary Tree Support. Comprehensive User Guide Binary Tree Support Comprehensive User Guide Updated: 5/14/2013 TABLE OF CONTENTS About this Guide... 4 Standard Support... 4 Advanced Support... 4 Service Level Agreement (SLA)... 5 Binary Tree Support

More information

Your Server Support Looking after your servers, giving you peace of mind

Your Server Support Looking after your servers, giving you peace of mind Your Looking after your servers, giving you peace of mind Sales: 0370 755 5088 24x7 Dedicated support: 0370 755 5066 www.easyspace.com sales@easyspace.com Choosing the right level of support for your server.

More information

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB)

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) Support Handbook, Inc Support Handbook for Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) 2 Overview This Customer Support Handbook details support services, contact information and best practices

More information

The Service Provider will monitor the VM for the Customer and provide notifications on an opt in basis, which is strongly recommended.

The Service Provider will monitor the VM for the Customer and provide notifications on an opt in basis, which is strongly recommended. Virtual Machine Service Level Agreement 1. Agreement This agreement is to define Virtual Server Collocation services provided to a Customer. Typically, services definitions include hours, availability,

More information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

More information

STL Microsoft Dynamics CRM Consulting and Support Services

STL Microsoft Dynamics CRM Consulting and Support Services STL Microsoft Dynamics CRM Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk

More information

SaaS Service Level Agreement (SLA)

SaaS Service Level Agreement (SLA) SaaS Service Level Agreement (SLA) The purpose of this document is to define the Service Level Agreement (SLA) for the maintenance and support of the Hosting Service ( Service ). Service Level Agreements

More information

S1200 Technical Support Service Overview

S1200 Technical Support Service Overview S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without

More information

Information Technology Services

Information Technology Services Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,

More information

MASTER SERVICE LEVEL AGREEMENT (MSLA)

MASTER SERVICE LEVEL AGREEMENT (MSLA) MASTER SERVICE LEVEL AGREEMENT (MSLA) Charles Darwin University Document Owner Service Level Manager Zubair NAQVI Zubair NAQVI Version Date Revision/Description Author 1.00 16 February 2010 Creation Zubair

More information

HP Hardware Technical Support

HP Hardware Technical Support HP Hardware Technical Support HP Technology Services - Contractual Services Technical data HP Hardware Technical Support service provides a remote hardware telephone support service on selected HP and

More information

IT Services. Service Level Agreement

IT Services. Service Level Agreement IT Services Service Level Agreement Contents 1 Purpose... 3 2 IT Services Objectives... 3 3 IT Helpdesk... 3 3.1 Issues... 3 3.2 Service Requests... 4 3.3 Development Requests... 4 4 Priorities... 4 5

More information

Cloud Hosting. About Our Hosting

Cloud Hosting. About Our Hosting Cloud Hosting Super quick, London based data centres with solid state drives (SSD). Nightly remote backups. Instantly upgrade/downgrade server resources to meet demand (Pro hosting only). Server monitoring

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

Asset Bank - Customer Support. Service Description

Asset Bank - Customer Support. Service Description Service Description Author: Paul Mulvee & Patrick Groenendal Bright Interactive Date: 26 March 2015 Version: Status: 1, d33 Release Customer Support Programme Contents 1. Customer Support Programme...

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

CENG Information Technology Services University of North Texas

CENG Information Technology Services University of North Texas CENG Information Technology Services University of North Texas for the Information Technology Services as applied To the University of North Texas College of Engineering 1.0 Agreement 1.1 Purpose CENGITS

More information

Maestro Managed Services from Silicon allows organisations large and small to forget about internal IT systems management and support and instead

Maestro Managed Services from Silicon allows organisations large and small to forget about internal IT systems management and support and instead Maestro Managed from allows organisations large and small to forget about internal IT systems management and support and instead focus on key business activities. Reduce IT expenses and improve productivity

More information

TVision Support Service Guidelines

TVision Support Service Guidelines TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House 15-19 Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) 1483 751888 Support Tel: + 44 (0) 1483 713480 Fax: +

More information

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

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

When Your Networkʼs Down, Call Crown

When Your Networkʼs Down, Call Crown When Your Networkʼs Down, Call Crown 521 W. Broad Avenue Albany, GA 31701 Phone: 229.317.7940 Fax: 229.317.7941 HelpDesk@CrownNetworking.com MANAGED SERVICES & FLAT RATE I.T. SUPPORT Our Managed Services,

More information

Data Center Infrastructure Management

Data Center Infrastructure Management Data Center Infrastructure Management Helping IT Empower the Business Luis M Burgos, HP Services BDM Arrow, ECS Proactive Care Advanced Presented under Non-Disclosure A New Style of IT Driven by Four New

More information

Customer Hosted Service Description and Service Level

Customer Hosted Service Description and Service Level Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November

More information

Moodle & Totara Learning Management Systems Service Description G-Cloud 7

Moodle & Totara Learning Management Systems Service Description G-Cloud 7 Moodle & Totara Learning Management Systems Service Description G-Cloud 7 Introduction Founded in 2003 as a learning technology company providing solutions to the education sector, Webanywhere has diversified

More information

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer

More information

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE Overview This Customer Support Guide details our support services, contact information, and best practices for contacting support to ensure quick response and issue

More information

Pentaho Enterprise and Community Editions Feature Comparison

Pentaho Enterprise and Community Editions Feature Comparison Pentaho Enterprise and Community Editions Feature Comparison Copyright 2008 Pentaho Corporation. Redistribution permitted. All trademarks are the property of their respective owners. For the latest information,

More information

Statement of Service Enterprise Services - MANAGE Microsoft IIS

Statement of Service Enterprise Services - MANAGE Microsoft IIS Statement of Service Enterprise Services - MANAGE Microsoft IIS Customer Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and is legally privileged. The

More information

CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY.

CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY. CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY. Standard Support Professional Support Premium Support COMPAREX MultiVendor Helpdesk 02 Your Proactive Support Partner // COMPAREX MultiVendor Helpdesk THE

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

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase

24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk. itg CloudBase 24/7 Monitoring Pro-Active Support High Availability Hardware & Software Helpdesk Onsite Support itg CloudBase Pro-Active managed it support services for one single cost per month covers all aspects of

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

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

Call us today 1300 724 599. Managed IT Services. Proactive, flexible and affordable

Call us today 1300 724 599. Managed IT Services. Proactive, flexible and affordable Call us today 1300 724 599 Managed IT Services Proactive, flexible and affordable We believe technology is at its best when it s invisible. When you can focus on the task you are achieving, not the technology

More information

Professional CRM Support. Telephone: 01625 322 230 Website: www.thecrmbusiness.com Email: support@thecrmbusiness.com

Professional CRM Support. Telephone: 01625 322 230 Website: www.thecrmbusiness.com Email: support@thecrmbusiness.com Professional CRM Support Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once

More information

Service Level Agreement

Service Level Agreement 2013-2014 Service Level Agreement MIS Support as provided by The Purpose of the SLA The purpose of this SLA is to define the rights and responsibilities of both the school and SMIS in respect of this service.

More information

IT Support & Maintenance Contract

IT Support & Maintenance Contract IT Support & Maintenance Contract This document has been produced by STOCK IT Ltd, www.stockit.co.uk, an IT company offering technology advice & support for small businesses. Company Registration No: 9060944

More information

RSA SecurID Tokens Service Level Agreement (SLA)

RSA SecurID Tokens Service Level Agreement (SLA) RSA SecurID Tokens Service Level Agreement (SLA) 1. Agreement This Agreement defines RSA SecurID services provided to a Customer. Service definitions include responsibilities, hours, availability, support

More information

STL Microsoft SharePoint Consulting and Support Services

STL Microsoft SharePoint Consulting and Support Services STL Microsoft SharePoint Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk

More information

Solace Systems Support Services

Solace Systems Support Services Solace Systems Support Services 1 PRODUCT AND RELEASE DEFINITIONS Solace Systems Product Types SolOS : The package of operating system, firmware, associated environment and executables which runs on a

More information

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE .trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE Legal Notice Copyright 2015 Trustwave Holdings, Inc. All rights reserved. This document is protected by copyright

More information

See all, manage all is the new mantra at the corporate workplace today.

See all, manage all is the new mantra at the corporate workplace today. See all, manage all is the new mantra at the corporate workplace today. 1) Do you want to schedule backups, software updates using just one consistent automation platform? 2) Do you want a product that

More information

[Type text] SERVICE CATALOGUE

[Type text] SERVICE CATALOGUE [Type text] SERVICE CATALOGUE IT Services 1 IT Support and Management Services SERVICE AREA: SERVICE DESK Users can contact the Service Desk via the phone or an online web form for all their ICT service

More information

Product Overview. UNIFIED COMPUTING Interoute Database & Application Management

Product Overview. UNIFIED COMPUTING Interoute Database & Application Management Product Overview Interoute Database and Application Managed Services provide our clients with the peace of mind that their systems are managed by a team of experts around the clock. Our proven pedigree

More information

Helpdesk Service Guide. Building a Future with Care

Helpdesk Service Guide. Building a Future with Care Service Guide Building a Future with Care 1. Introduction and objectives 2. Prime overview 1. Introduction and objectives 3. Hours of operation 2. prime Help desk overview 4. How to contact Prime 3. Hours

More information

AllianceIT Managed Services

AllianceIT Managed Services AllianceIT Managed Services confidence predictability productivity focus Uncertainty is a business killer. To be successful, companies have to know that their critical IT systems will be available on demand

More information

Information Services. Standing Service Level Agreement (SLA) Firewall and VPN Services

Information Services. Standing Service Level Agreement (SLA) Firewall and VPN Services Information Services Standing Service Level Agreement (SLA) Firewall and VPN Services Overview This service level agreement (SLA) is between Information Services (IS), and any unit at the University of

More information

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding Table of Contents -I. Summary -II. Service Description-Scope of OnBase Document Imaging and Workflow Service Integration

More information

Service Level Agreement

Service Level Agreement Dakota Cloud Recovery December, 2014 Table of Contents Table of Contents... 2 1. Introduction... 3 2. Dakota Cloud Recovery Responsibilities and Obligations... 3 2.1. Installation and Configuration...

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

Impact Level HootSuite does not yet have an Impact Level accreditation, however if we were to apply we believe we would be at the IL3 level.

Impact Level HootSuite does not yet have an Impact Level accreditation, however if we were to apply we believe we would be at the IL3 level. Overview G Cloud 4: Service Definition HootSuite is a social media monitoring and listening platform for businesses and organisations to collaboratively execute social media strategies across multiple

More information

Marval Software Limited. G Cloud iii Framework Service Definition

Marval Software Limited. G Cloud iii Framework Service Definition 1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)

More information

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................

More information

HPE Foundation Care Service

HPE Foundation Care Service Data sheet HPE Foundation Care Service Support Services HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure.

More information

Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint

Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint CUSTOMER Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and

More information

What s New Guide. Active Administrator 6.0

What s New Guide. Active Administrator 6.0 What s New Guide Active Administrator 6.0 2011 ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic

More information

www.mtservices.co.uk MT Services Computer Systems Ltd MT Services SystemCare

www.mtservices.co.uk MT Services Computer Systems Ltd MT Services SystemCare MT Services Computer Systems Ltd MT Services SystemCare As technology continues to have a substantial business impact, having an expert IT solutions partner can significantly improve your business performance,

More information

SafeHaven. Support Service Plans

SafeHaven. Support Service Plans SafeHaven Support Service Plans For the most up-to-date version of this document, please forward requests to: support@datagardens.com T: 1-888-893-8045 2012 DataGardens, Inc. All rights reserved. DataGardens

More information

HP Autonomy Software Support Foundation

HP Autonomy Software Support Foundation Data sheet HP Autonomy Software Support Foundation HP Autonomy Software Support provides comprehensive technical support and updates for HP Autonomy Software. Your IT staff can have fast, reliable access

More information

Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation.

Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation. Introduction Chris Senior Network Engineer Fundamentally, IT support is a business decision, not a technical issue. Downtime costs money, time and reputation. And if things go too wrong for too long then

More information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support

More information

C U S T O M E R GUIDE. Support Level Descriptions

C U S T O M E R GUIDE. Support Level Descriptions C U S T O M E R GUIDE Support Level Descriptions Table of Contents 1. SUPPORT LEVELS... 3 2. SUPPORT SPECIFICATIONS... 4 3. SUPPORT TERMS AND CONDITIONS... 5 3.1 Definitions... 5 3.2 Support Services Provided...

More information

Support Policies and Procedures

Support Policies and Procedures Support options Nintex provides support for Nintex software products in the form of software assurance (also known as maintenance), and support services (also known as help desk or incident response).

More information

Managed Services. Business Intelligence Solutions

Managed Services. Business Intelligence Solutions Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services

More information

Statement of Service. Enterprise Services - WATCH MySQL Database. Customer. MANAGE Services for MySQL

Statement of Service. Enterprise Services - WATCH MySQL Database. Customer. MANAGE Services for MySQL Statement of Service Enterprise Services - WATCH MySQL Database Customer 1 TABLE OF CONTENTS 1.0 Introduction... 5 2.0 Engagement overview & scope... 5 3.0 Detailed Scope... 6 3.1 24/7 Monitoring and Alerting...

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

System Center Configuration Manager Overview

System Center Configuration Manager Overview System Center Configuration Manager Overview This document provides some background information on the Microsoft Systems Center Configuration Manager (SCCM) system, which has been selected for use as an

More information

We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions

We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions SCHEDULE 4 KEY PERFORMANCE INDICATORS, SERVICE LEVELS AND

More information

Sure Managed Networks Essential Level Support Service Terms & Conditions

Sure Managed Networks Essential Level Support Service Terms & Conditions Essential Level Support Service Description Sure s Support Service combines traditional maintenance and technical support services to support your Customer Premises Equipment. It enables enhanced service

More information

Global Professional. Hosted Managed Services

Global Professional. Hosted Managed Services Global Professional Hosted Managed Services TM Racami, LLC is a global independent provider of IT support services and applications, technology and infrastructure consulting. For over 7 years we have been

More information

Managed Service Plans

Managed Service Plans Managed Service Plans www.linkedtech.com 989.837.3060 989.832.2802 fax Managed Information Technology Services System downtime, viruses, spy ware, losses of productivity Are the computer systems you rely

More information

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION Table of Contents 1. INTRODUCTION 3 2. PROVISIONING 3 3. DEVICE AND ACCESSORY ORDERING 4 4. ACCOUNT DEVELOPMENT 5 5. CUSTOMER AND

More information

GSN Cloud Contact Centre Partnership Datasheet

GSN Cloud Contact Centre Partnership Datasheet GSN Cloud Contact Centre Partnership Datasheet Commercial in Reference: GSN Partnership Datasheet Version: 1.1 Global Speech Networks Pty Ltd Level 8, 636 St Kilda Road Melbourne, Victoria 3004 +61 3 9015

More information

Service Level Agreement: Support Services (Version 3.0)

Service Level Agreement: Support Services (Version 3.0) Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer

More information

HP Foundation Care Service

HP Foundation Care Service Technical data HP Foundation Care Service HP Services HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability

More information

SmartImpact MS Dynamics CRM. Support Service Definition

SmartImpact MS Dynamics CRM. Support Service Definition SmartImpact MS Dynamics CRM Support Service Definition Alliance House, 12 Caxton Road, London, SW1H 0QS United Kingdom Phone: +44 (0) 84 5544 2043 E-mail: info@smartimpact.co.uk http://www.smartimpact.co.uk/

More information

I used to spend 75 80% of my time doing what ITCOMPLETE does now.

I used to spend 75 80% of my time doing what ITCOMPLETE does now. Investment Management firm finds relief for single IT resource with automated IT management software A case study on NCM Capital Management and UNAPEN s managed IT services offering, ITCOMPLETE Professional

More information

Service Description XPS Next Business Day Onsite Service ( XPS NBD Service)

Service Description XPS Next Business Day Onsite Service ( XPS NBD Service) Service Description XPS Next Business Day Onsite Service ( XPS NBD Service) XPS NBD Service Overview XPS Next Business Day On-site Service includes, from the date of delivery, a support service designed

More information

MyOfficePlace Business Critical Services Handbook

MyOfficePlace Business Critical Services Handbook MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments

More information

IST Drupal Cloud Hosting SLA

IST Drupal Cloud Hosting SLA Table of Contents 1 General Overview 3 2 Service Description 3 2.1 Service Scope 3 2.2 Assumptions 4 3 Roles and Responsibilities 5 3.1 Parties 5 3.2 Research & Content Technologies Responsibilities 5

More information

Campus Mobile Framework Service Level Agreement (SLA)

Campus Mobile Framework Service Level Agreement (SLA) Campus Mobile Framework Service Level Agreement (SLA) Table of Contents Revision History... 3 1. General Overview... 4 1.1 Service Owners... 4 2. Service Description... 4 2.1 Service Scope... 4 2.2 Mobile

More information

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09 Your IT Helpdesk and On-Site and Remote Support Terms and Conditions These terms and conditions are in addition to our standard Terms of Business (available at http://www.tripod-it.co.uk) Our company details

More information