AVMI. Lot 4: Software as a Service - AVMI. Video Conferencing - Pay as you go AVM Connect Desktop

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1 AVMI Lot 4: Software as a Service - AVMI Video Conferencing - Pay as you go AVM Connect Desktop

2 Contents Introduction to AVMI Cloud Services... 3 Video Conferencing - Pay as you go AVMI Connect Desktop... 3 On Boarding... 3 Off Boarding... 4 Service Overview... 4 Disaster Recovery and Service Backup... 5 Security Marking... 5 Service Management Details... 5 Service Level Agreement... 7 Service Outage and Financial Restitution... 7 System Training... 7 Sales Order Processing and Invoicing... 8 Contract Termination... 8 Data Restoration and Service Migration... 8 End-User Responsibilities... 8 No-Obligation Trials and Free Options... 8 AVMI G-Cloud Software as a Service Definition Page 2 of 8

3 Introduction to AVMI Cloud Services In March 2011 the UK Government published its IT strategy for the following five years. The strategy included 30 actions designed to deliver the core objectives of: reducing waste and project failure stimulating economic growth creating a common ICT infrastructure using ICT to enable and deliver change strengthening governance During this same timeframe, AVMI invested in developing solutions complementary to the above strategy, by introducing a range of specialist services to support our cloud-based offerings in video; videoconferencing; video-streaming; video database management and hosted video-conference services. Our twenty-year pedigree in the audiovisual and videoconference industries, coupled with our current Cloudstore offerings, has seen positive benefits delivered to our customers in the Criminal Justice, Policing, Military and Health sectors. Unicast and multicast video distribution through video streaming technologies, and standards-based videoconference products and videoconferencing services, define AVMI s offerings in this Cloudstore category. Video Conferencing - Pay as you go AVMI Connect Desktop AVM Connect Desktop Pay-As-You-Go is a pure virtual-service for existing users of standards-based videoconferencing devices/systems who need to have the utmost flexibility in organising multi-site video meetings, and who do not wish to be bound by a fixed-price contract. The service offers a cloud-based portal where up to 20 multi-platform BYOD delegates, on any unclassified/public network connection, can participate in simultaneous ad-hoc video conferences. Rather than pay a monthly fee for unlimited usage of a Virtual Meeting Room, this PAYG service means you only pay for what you use. For a small annual fee you have access to your own Virtual Meeting Room, where delegates may join and leave at will and can participate using PC s, Macs, ipad, iphone, Android devices, IP (H.323 Standards-Based), ISDN (H.320 Standards based), and SIP (IETF Standards based) platforms. All of these devices can also share content in a multi-site meeting, but Android and ipad/iphone devices are limited to viewing and not sending shared content within a meeting. There is no need for delegates to register or book their meeting space within the conference; admission is ad-hoc by a simple hyper-link. Phone delegates are also supported with a simple dial-in process. Charging is per site/device per minute and is detailed on the pricing schedule accompanying this service definition. Please note that Skype clients are not supported within this service. On Boarding Once a valid order has been received you should receive an initial confirmation of receipt. Your order will then be processed, your AVM Connect Desktop Virtual Meeting Room will be setup and you will be sent a welcome pack with full details of your new service. AVMI aims to process all orders within two (2) business days and setup rooms within an additional one (1) business day. Therefore, you should receive your welcome pack within three (3) business days of receiving initial confirmation of order receipt. AVMI G-Cloud Software as a Service Definition Page 3 of 8

4 As such AVMI will: provide the customer with a service registration form which will allow AVMI to setup the room in the required configuration and to gather the required company information in order for allow AVMI to bill the customer create a Multiway room set to a maximum of 20 participants set a Moderator PIN and a Guest PIN for the meeting room allocate an inbound URI address for dialling in over the public internet via AVMI s Video Gateway service and a DDI number for ISDN and audio dial-in into the meeting room test access to the video room from an IP-enabled system and an ISDN connected video unit, as well as a telephone test that the optimum bandwidth is being achieved o for IP calls, standard is set to 1.5mbps symmetrical (per port/seat) o for ISDN calls, standard is set to 384kbps symmetrical (per port/seat). provide instructions for dialling into the room along with room usage instructions load the customer onto AVMI s billing systems bill the customer for usage monthly in arrears Off Boarding Your room will be active for an initial 12 month term after which you will be required to renew your subscription with a further annual admin charge to continue to use the service. Failure to renew will result in your service being cancelled. At any time you may choose to cancel your subscription by notifying us in writing. Upon receipt of your cancellation notice AVMI will notify you of receipt. AVMI will aim to process all cancellation requests within three (3) business days. Your room will be removed from our systems and a final invoice will be issued for any outstanding usage. Please note that the annual admin charge is nonrefundable. Service Overview AVMI Impact s AVM Connect Desktop video conferencing service gives you multi-platform bridged video conferencing without the hassle of making a reservation and without a fixed monthly cost. You can meet on a moment s notice instead of booking a last minute plane ticket. It s simple, cost-effective and helps you get your job done. For a small annual administration fee, AVMI will build you an HD 1080p Virtual Meeting Room which is exclusively yours. You will then receive a Welcome Document and a User Guide which will provide you with details of accessing and using the room, along with a moderator and guest pin, and can start using the service. The service is dial in only and is charged per minute per participant with separate rates for video and audio-only participants. The solution also provides the following services ITIL Aligned Service Desk with single contact and unique reference number for all support - 08:30 to 18:00, Monday to Friday (excluding public holidays) AVMI G-Cloud Software as a Service Definition Page 4 of 8

5 Disaster Recovery and Service Backup The service is delivered from AVMI s two high-availability data centres and utilises redundant technologies to ensure the highest levels of availability. This includes the use of infrastructure clustering, resilient internet connections, failover data links, multiple ISDN points of presence, diverse power, uninterruptible power supply (UPS), backup generators, hot and cold spares and monitoring from multiple management platforms. Security Marking The default is Official, Unassured Public Cloud Service Management Details Aligned to ITIL best-practice, AVMI provides Incident, Problem, Change, Release, Service Level, Availability, Capacity, and IT Service Continuity Management. Incident Management AVMI monitors all service components and raises internal incidents automatically should any component alert AVMI provides a Service Desk for a single point of contact and unique reference numbers for all support - 08:30 to 18:00, Monday to Friday (excluding public holidays) Support details Contact details are listed below: Destination Helplines Technical Help Desk Procedure for reporting faults and other enquiries The customer may AVMI s help desk with issues relating to the service. AVMI undertakes to: Maintain a log of all calls; opening a ticket for new faults and providing case reference where applicable. Provide technical support between 8:30 AM and 18:00 PM Mon-Fri (except when closed for public holidays) AVMI seeks to clear enquiries and incidents as soon as practically possible. Remote support may be used for customer questions and assistance, including the use or application of videoconferencing systems and connectivity features. Remote support may also be used for remote diagnostics and troubleshooting. In the event of equipment failure discovered by the customer, the help desk will provide technical isolation and resolution through diagnostics and the performance of fault isolation procedures (troubleshooting) with the customer. AVMI G-Cloud Software as a Service Definition Page 5 of 8

6 Response times by priority/severity Priority/Severity levels and response times Priority/Severity level Example situation Support Response time High: The service is unavailable. The customer cannot access the services. 5x9 Within 4 hours Normal: The service is functioning but is impaired. Low: The service is functioning normally but information or assistance is required The services are available but in a reduced state or at less than optimal performance. The solution is functioning with acceptable parameters, but the customer requires assistance or has a query. 5x9 Within 6 hours 5x9 Within 8 hours Fault Stages Fault stage Action Time frame Fault acknowledged Ticket raised and Customer notified. Within 4 business hours Diagnosis: AVMI Determine if issue relates to issue with AVMI services Within 4 business hours Resolution Resolution confirmed with customer and ticket closed. Immediate Further arrangements can be made outside normal working hours based on specific customer requirements. AVMI will clear 90% of enquiries which fall within the scope of this agreement. Support Limitations and Service Warranties AVMI will endeavour to assist customers with problems they may have using the service. However, AVMI does not guarantee the service will be compatible with all user devices. AVMI is responsible for the core service from AVMI s core infrastructure to the perimeter of the AVMI customer network. In cases where customer connectivity fails, AVMI will confirm proper service operation by testing via a number of defined methods. AVMI will not be responsible for customer hardware or software. AVMI will endeavour to provide guidance to the customer in order to resolve the customer issue but where the resolution may involve upgrades to hardware and/or software this is the responsibility of the customer. AVMI will not remotely connect to nor attempt to remotely resolve software issues on customer-owned devices. Change Management Any known events such as planned maintenance / upgrades affecting the availability of the systems will be notified by not less than forty eight (48) hours prior to the planned out-of-service period. Urgent requests for out-of-service periods will be made to the customer by request. We will endeavour to perform all service-affecting changes outside of core business hours (08:30 to 18:00 Monday to Friday). Where this is not possible (e.g. in case of an incident requiring a change), you will be notified of this as early as possible. AVMI G-Cloud Software as a Service Definition Page 6 of 8

7 Release Management AVMI deploys improvements to the service as and when they are deemed appropriate. All updated are tested a QA environment before rollout to the live environment. Service Level Management AVMI monitors adherence to the defined Availability of the service. However, as a low-touch service, AVMI does not perform regular service reviews for this service. Capacity Management AVMI monitors and plans for fluctuations in usage to ensure that adequate capacity is available. Availability Management Availability Management is performed to ensure the highest levels of Availability and to ensure adherence to the SLA. IT Service Continuity Management See Disaster Recovery and Service Backup Service Level Agreement The following SLA applies to the service. This is a service led from AVMI s core and as such can be accessed via different mediums such as the public internet, ISDN and PSTN. As AVMI is only one part of the total call, we are unable to offer end to end service availability. AVM guarantees our core availability, per calendar month, in accordance with Table A below. % Maximum service unavailability > 99.25% <335 minutes of service unavailability Unlimited helpdesk support - 08:30 to 18:00, Monday to Friday (excluding public holidays) 30 minute response time to initial support request, including the generation of a unique call reference number Full trouble-shooting by skilled Customer Service Advisors Advanced technical telephone advice from AVMI certified support engineers Service Outage and Financial Restitution The service availability is 99.25% measured as the core availability of the service (as defined in the SLA section). Failure by AVMI to meet this availability will result in service credits to the customer up to a maximum of 50% of the customer s total monthly charges for the applicable month. System Training An initial welcome pack will be sent providing instruction in using the service. If additional instruction is required this can be provided remotely by one of our Customer Service Advisors who, on request, will contact you and take you through using the service. AVMI G-Cloud Software as a Service Definition Page 7 of 8

8 Sales Order Processing and Invoicing A dedicated G-Cloud Sales Team will handle all enquiries and allocate dedicated Account Managers as per the On Boarding processes details above. A dedicated and a dedicated land line number: are available for further information or clarification. An initial order form (see attached order form) will need to be filled out, printed, signed, scanned and returned by . This form ensures the correct information has been captured and allows you to define certain variables of the service. As this service is a variable cost service, an accompanying Purchase Order or reference will be required for on-going invoicing. Invoices for service usage will be raised one month in arrears. The first invoice will include the initial annual admin charge. Contract Termination Contract termination details are as per the details in Off Boarding given above. There is no minimum contract term but bear in mind that the annual admin charge is non-refundable. Data Restoration and Service Migration Not applicable to this service. End-User Responsibilities The customer will: provide all relevant configuration information to AVMI to enable the service to be setup in a way which meets customer requirements provide all relevant billing information to AVMI to ensure that AVMI can bill the customer, including providing AVMI with a customer purchase order (PO) to facilitate the payment of monthly PAYG invoices provide resource to perform testing and sign-off of the Virtual Meeting Room prior to the service going live protect the moderator pin at all times and understand that should this be passed to third parties then they will have the ability to "unlock" and use the room. If it is felt that the moderator pin has been compromised, the customer must inform AVMI to have this changed perform adequate testing with all participants in advance of any high-profile or highimportance conferences in order to avoid disappointment. AVMI's PAYG Multiway is designed for maximum compatibility but AVMI offers no guarantee on compatibility with all hardware or software versions. No-Obligation Trials and Free Options A one-week free trial is available for this service but is restricted to three (3) participants only. The intention of the trial is to allow the end-user to test interoperability and become comfortable with the service s operation before committing to the service. AVMI G-Cloud Software as a Service Definition Page 8 of 8

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