Ancero Managed Internet Service (MIS) & Private Network Transport (PNT) Service Guide

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1 Ancero Managed Internet Service (MIS) & Private Network Transport (PNT) Service Guide

2 Contents Service Overview... 3 Managed Internet Service (MIS): Dedicated Access that Keeps You Connected... 3 Reliable, high-bandwidth service... 3 Flexible options to customize your solution... 3 MIS with MPLS Private Network Transport (PNT)... 3 Help Desk & Support... 4 Support Hours... 4 Response vs. Resolution Time... 4 What You Should Do Before Contacting the Help Desk... 5 Help Desk Service Level Objective... 5 Customer Obligations Ancero, LLC. Page 2 of 5 v

3 Service Overview Managed Internet Service (MIS): Dedicated Access that Keeps You Connected Today's enterprises depend on the Internet to conduct business. To be effective, Internet access must provide the bandwidth and reliability your applications need. Managed Internet services, powered by AT&T, can be an excellent access choice when you need dedicated access to the Internet or a VPN. MIS offers high-speed online access that can help keep you connected to with applications, data, customers and employees. With a variety of access speeds and management options, MIS can provide the scalability and performance needed to support your business applications and transactions. Reliable, high-bandwidth service Managed Internet services, powered by AT&T, offers: Access to the Internet or a VPN A dedicated port into the AT&T OC48/192 Common Backbone, which has no single core backbone point of failure Service level agreements with 100 percent service reliability and percent data delivery 24x7x365 monitoring and technical support Ancero or customer provided equipment Synchronous high-bandwidth data transfer speeds Guaranteed provisioning All MIS services for enterprises are IPv6-ready, so we can support your Internet access whether you've already migrated or are planning your move. Flexible options to customize your solution Managed Internet services, powered by AT&T, can be combined with other solutions to create an integrated network solution tailored to your business needs. Features that can be bundled with MIS include: Firewall options to help block viruses and other intruders Enhanced security services to identify and respond to threats including spam, malware and phishing scams Voice services, including voice over IP MIS with MPLS Private Network Transport (PNT) With the MPLS PNT feature, Customer data traffic is segregated when being transmitted over the AT&T IP Network using MPLS to create a network-based IP Virtual Private Network (VPN). Customer s PNT traffic is segregated from other traffic on the network by utilizing separate routing tables on the network/provider edge (PE) routers. For a complete service description of MIS and PNT, including Service Level Agreements, please click here: MIS & PNT Service Guide 2013 Ancero, LLC. Page 3 of 5 v

4 Help Desk & Support Support Hours Unless otherwise agreed to in writing, help desk support for non-critical issues (P2 and P3 Severity Codes as defined below) will be provided during regular business hours, which are defined as Monday through Friday from 8:00AM to 8:00PM EST. Critical issues such as a complete service outage will be responded to on a 24x7x365 basis. A Customer request to obtain emergency support for a non-critical issue outside of standard business hours will be billed separately. Statutory holidays observed by Ancero are New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. During these designated holidays Ancero may operate with a reduced staff and Customers may experience slower than normal response times. Response vs. Resolution Time It is critical to understand that response time and resolution time are separate and distinct measurements of time. Response time is the time it takes to initially return contact to a Customer and acknowledge the problem after the Ancero technical staff has received a service request. Resolution time is the date and time a given problem is actually resolved. Because of the potential impact of third party vendors and the complexity of certain kinds of technical situations, Ancero cannot provide guaranteed resolution times. If a problem cannot be resolved within the escalation time frame it will be automatically escalated from the help desk technician to a higher level resource for additional support. A variety of factors, including many beyond Ancero s control, can impact the time needed to resolve a technical problem. In most cases, support requests will require the active participation of a Customer representative who is familiar with the reported problem, and who is able to work with the assigned Ancero support technician to ensure a satisfactory resolution. Third party vendor support agreements and their associated response times can significantly impact the time needed by Ancero to resolve a technical problem. There are two convenient ways to contact Ancero when you need technical support: 1. By Telephone: (856) (Option 1) To submit a request for technical support by phone, please call the number listed above any time of day or night. Our emergency support procedures include a built-in escalation plan to ensure that your support request is handled as soon as possible. 2. By To submit a request for support via , please send your request to the support address listed above. The use of for technical support should be limited to non-emergency service requests only. For immediate, emergency service please call the Help Desk Ancero, LLC. Page 4 of 5 v

5 What You Should Do Before Contacting the Help Desk When you call or send a message, please ensure that you have detailed and complete information: Your name & location and where & how to contact you in case of a problem A description of the problem and its severity Any error messages Any changes made recently In case of a request or question, description of request or question and relevant details Help Desk Service Level Objective Ancero provides all MIS and PNT customers with access to priority support from our help desk and support staff. The following matrix defines the service level objective provided by Ancero under this Service: Severity Code Severity Initial Response Time Escalation P1 Critical A situation that is causing a critical impact to the Customer s business operation with wide-spread outage, or impact to a critical user or group of users, and no immediate workaround is available. The Customer s workflow capabilities are severely limited or degraded. 15 minutes from receipt of call 1 Hour from first response P2 High - A P1 situation with a workaround such that the Customer can continue to use the service at an acceptable level. The Customer s workflow capabilities may be moderately limited or degraded. 30 minutes from receipt of call 4 Hour from first response P3 Normal - Low impact problems and/or services which do not require immediate resolution or completion, as they do not directly affect the Customer s productivity or limit functionality. This includes routine system maintenance and updates as required. The Customer s workflow capabilities are not limited or degraded. P3 issues are considered non-critical and will be handled during standard business hours. 4 hours from receipt of call As necessary as determined by engineering staff Note: Ancero s technical staff reserves the right to adjust the severity code as the situation develops, and as the support requirement warrants. Customer Obligations Customer must notify Ancero in advance of material changes that may impact this service, or inhibit or delay Ancero s ability to render service. Customer must assign one or more staff members to assist and actively work with Ancero technical staff as needed to resolve problems during the provisioning of help desk and remote support services, especially during the initial enrollment process Ancero, LLC. Page 5 of 5 v

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