1 End-User Remote Support and Helpdesk Services A single contact point for support needs G-Cloud 5 Service Definition
2 CONTENTS Overview of Service... 2 Contacting the Service Desk... 3 Management Reports... 4 Support times & tier levels... 5 Information Assurance... 9 Open Standards... 9 Backup/Restore and Disaster Recovery Provisioned... 9 On Boarding Process... 9 Off Boarding Process... 9 Pricing... 9 Service Management Details... 9 Service Levels... 9 Supporting Hours... 9 Financial Recompense Model Training Ordering & Invoicing Process Termination terms for the consumer Termination terms for the supplier Consumer Responsibilities Technical Requirements Data Storage and Processing Locations Trial Availability Open Source Software Data Extraction and Removal Service Roadmaps: Feature depreciation and future development... 11
3 OVERVIEW OF SERVICE Westgate will provide a comprehensive End-User Remote Support and Helpdesk Service package. Our approach is to provide one contact point for all problems including support on all aspects of a solution covering software and general advice. This is offered through our proven Westgate Service Desk function, which is available as a standard service from 8:00am to 5:30pm daily. Westgate operate a manned weekend support service, which is in addition to standard support agreement. Out of hours support requests are automatically routed to a standby engineer. Extra hours of cover and 24 x 7 cover can be discussed with and built into a Service Level Agreement (SLA) on award of the contract, should they be required. Standard Westgate support and maintenance contracts provide guaranteed 2-4 hour response times. Priority is given to critical faults and also to providing a quick turn-around on simple queries. Escalation procedures exist to ensure that all required resources are assigned to a critical problem. Westgate operate ITIL / ISO processes and compliance for which we are in the process of obtaining registration. Details of all support calls received are logged onto our ITIL compliant Service Desk software application and database system and then passed to the most appropriate technical person to be resolved. Westgate operate ITIL compliant practices throughout the organisation. Note: It has been Westgate s policy over the last 3 years to ensure that every engineer on the service desk undertakes Microsoft and ITIL training.
4 The Service Desk will record all support calls on this system detailing such elements as: Date of Call Receipt, Time of Call Receipt, Site, Client Code, Client Contact, Contact Telephone Number, PID Number, Business Unit, Nature of Problem, Call Status Urgent Indicator and Priority Code. The System assigns the call with a Reference Number and the Service Desk informs the Client of this number. Our Service Desk system ensures that details of the call are allocated to the appropriate Business Unit. Details of the actions taken to resolve the support call are also recorded in the Call Monitoring System. Details of each support call and a log of the actions recorded against it are retained in the Call Monitoring System for a period of at least 6 months. Call monitor allows for a journal (log) of information to be kept for each call. The system monitors the target response times (as defined in the SLA we will develop with the client) with the current status of the call, and escalates it if required. CONTACTING THE SERVICE DESK Westgate Help Desk Westgate Service Desk click Service Desk link
5 MANAGEMENT REPORTS The Westgate Support Manager allocated to the account will take responsibility for ensuring that the following actions are taken: Contract and Service Level Agreements (SLA) are agreed and signed Westgate staff fully trained and informed on the clients IT system (after onboarding). On an on-going basis the Westgate Support Manager will also be responsible for: Monitoring calls awaiting action Escalating calls that are not receiving the required action Producing Monthly Reports showing details of all calls Providing you with regular management reports listing all calls with summary information on the problem and resolution (when requested). The business unit structure of Westgate means that there will be complete continuity of personnel across the development, implementation and support phases of any project. Support coverage is managed to ensure that there is always a suitably qualified member of staff available to answer queries. Support calls will be dealt with rapidly through either telephone advice, VPN or remotely.
6 SUPPORT TIMES & TIER LEVELS SEVERITY DEFINITIONS Severity Level I - Critical Business Impact The customer, regardless of the environment or product usage, has complete loss of service or resources for which no simple solution exists and customer's work cannot reasonably continue. An example of a Severity I issue is the inability of the customer to log in. Severity Level II - Serious Business Impact The customer, regardless of the environment or product usage, is experiencing significant or degraded loss of service from the application. An example of a Severity II issue would be unable to access one application but able to use others. Severity Level III - Minor Business Impact The customer, regardless of the environment or product usage, has experienced a minor loss of service. An example of a Severity III issue would be, unable to obtain the correct font.
7 ACTUAL RESPONSE TIMES (THREE MONTH PERIOD) Response Times Issue Helpdesk Response On-Site Response Critical Business Impact 7 Minutes Within 1-2 Hours Medium Business Impact Within 1 hour Within 2-4 Hours Low or Non Urgent Issue Within 8 hours Next Business Day For the past 3 months (June August 2013), Average Help Desk response time has been 7 minutes Critical response time has been immediate On site attendance for Critical issues has been within 1 hour Jun-13 Total Calls 2456 Categories % Server Issues Network Issues General Requests Internet Access Intranet Access Remote Access Backup Issues Security Printer Problems Setup / Installations Software Updates Virus s Smart Phones VoIP Software Updates 2% Virus 9% Setup / Installations 4% Smart Phones 6% s 14% Printer Problems 7% June-13 VoIP 3% Security Backup 2% Issues 5% Server Issues 9% Remote Access 10% Network Issues 9% General Requests 12% Internet Access 5% Intranet Access 3%
8 Jul-13 Total Calls 2318 Categories % Server Issues Network Issues General Requests Internet Access Intranet Access Remote Access Backup Issues Security Printer Problems Setup / Installations Software Updates Virus s Smart Phones VoIP Server Issues Network Issues General Requests Internet Access Intranet Access Remote Access Backup Issues Security Printer Problems Setup / Installations Software Updates Virus Aug-13 Total Calls 2250 Categories % Server Issues Network Issues General Requests Internet Access Intranet Access 2 45 Remote Access Backup Issues 4 90 Security 2 45 Printer Problems Setup / Installations Software Updates Virus s Smart Phones VoIP 4 90 VoIP Smart Phones s Virus Software Updates Setup / Installations Printer Problems Security Backup Issues Remote Access Intranet Access Internet Access General Requests Network Issues Server Issues Series1
9 EXCLUSIONS TO AGREEMENT Westgate s agreement / contract allows for the remote support of the clients workstations. This is a support and maintenance agreement. Meaning; that Westgate will provide technical support for all system covered in the agreement and ensure that the systems are maintained. Westgate will also manage third parties, ensuring warranties and SLAs are adhered too. Support is undertaken on a remote basis only. However engineer resource can be supplied on-site if required at an agreed rate. Although Westgate will support and maintain all systems covered under the agreement, this would exclude complete operating system rebuilds. A rebuild of a workstation or new installation of a system would therefore be chargeable. An engineer daily rate card can be supplied on request.
10 INFORMATION ASSURANCE IL0 OPEN STANDARDS ISO27001, ISO9001, ICO. Registered BACKUP/RESTORE AND DISASTER RECOVERY PROVISIONED ON BOARDING PROCESS This service would need to be discussed with our sales team, an initial meeting to discuss and evaluate clients requirements can be arranged free of charge. Please contact Westgate sales team to organise. OFF BOARDING PROCESS PRICING Refer to Price List SERVICE MANAGEMENT DETAILS An account manager will be assigned to oversee the service provided to ensure the highest possible level of service. SERVICE LEVELS Refer to Terms & Conditions SUPPORTING HOURS 08:00 17:30 Mon-Fri
11 FINANCIAL RECOMPENSE MODEL Refer to Terms & Conditions TRAINING ORDERING & INVOICING PROCESS Ordering is covered by the G Cloud order form and invoices are directly submitted to the customer. TERMINATION TERMS FOR THE CONSUMER Refer to Terms & Conditions TERMINATION TERMS FOR THE SUPPLIER Refer to Terms & Conditions CONSUMER RESPONSIBILITIES To provide information requested as part of the service TECHNICAL REQUIREMENTS DATA STORAGE AND PROCESSING LOCATIONS TRIAL AVAILABILITY OPEN SOURCE SOFTWARE DATA EXTRACTION AND REMOVAL
12 SERVICE ROADMAPS: FEATURE DEPRECIATION AND FUTURE DEVELOPMENT
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