Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July
|
|
- Allan Horton
- 8 years ago
- Views:
Transcription
1 Dr. Bruce Law Pamela Bylsma Tammy Prentiss Domenico Maniscalco Bill Eagan Superintendent Assistant Superintendent Assistant Superintendent Chief Human Chief Financial of Schools for Academics for Student Services Resources Officer Officer Administration A. Superintendent 3. Technology Services Proposal TO: FROM: Board of Education Dr. Bruce Law Superintendent of Schools DATE: July RE: Technology Services Proposal Since the summer of 2014, we have been working to determine the level of support needed in the area of Informational Technology (IT) to ensure that we are providing the highest level of service at the lowest possible price. Unlike determining staffing levels for teachers, for example, where we use the metric of student enrollment divided by the section size to determine the number of classes we need, there is currently no metric in providing IT services that would allow us to determine staffing levels. We believe that determining the level of support needed to provide the highest level of service at the lowest possible price is normal management work. The need to complete that task became more pressing as discussions of migrating to a learning environment that relies on every student having a computing device (1:1 for short) progressed and began gaining momentum. We have reported to the Board that we are investigating whether a 1:1 learning environment would increase the educational value we provide to students in District 86. That investigation is moving along three fronts. First is the infrastructure our IT sits on. We have also brought recommendations to the Board to upgrade or expand our IT infrastructure, being careful not to recommend anything we would not need if we do not go 1:1 but beginning to put in place what we need should we go 1:1. The second front is providing teachers with the professional development they will need to take full advantage of a 1:1 learning environment. Important in this aspect of our work is listening to our teachers whether they believe going 1:1 will enhance the instruction they provide our students. The third front in investigating 1:1 is in the service we provide end-users of our technology. It makes no sense to migrate to 1:1 if we do not have the infrastructure to support it, nor does it make sense if the way we teach is the same as before. It also would make no sense if we could not provide the support our students and teachers will need in that IT intense environment. Added to that consideration is the fact that, even if we do not go 1:1, we do not know the level of support our current technology users need to do all the things we are currently doing and how we can meet those needs at the lowest price. Please find below a proposal from Sikich to provide IT support that will give us visibility into the IT services we provide to allow us to determine what we need to provide IT support at an appropriate, cost-effective level. I have engaged Sikich to provide their ticketing system and related support and support processes for the first two weeks of school for students and teacher week because that is the most critical time for understanding the support our users need and for providing them with support. The attached proposal expands upon that engagement for the school year to give us a comprehensive look at IT analytics and key performance indicators in District 86 as well as provide a level of support that is greater than what we have provided in the past by having access to industry s best practices and processes for IT support. Suggested Motion: Review the Proposal Recommended: Informational Administrative Center 5500 S. Grant Street Hinsdale, IL Phone: (630) Fax: (630)
2 Sikich Tech 360 Level I with Ticketing Service Level Agreement Terms of Service Level Agreement 1. This Service Level Agreement (SLA) is subject to the terms and conditions of our Professional Services Agreement (PSA) signed and dated 07/24/ The term of this SLA shall commence as of 08/01/2015, and shall continue for a period of twelve (12) months thereafter, unless otherwise terminated as set forth herein. This SLA shall automatically renew for one (1) year at the end of each one (1) year period, unless written notice is given by either party thirty (30) days in advance of the renewal date. Both parties understand that termination of this agreement will likely result in some form of transition that will require additional Sikich engineering resources. Any such labor required for such transition will be billed at Sikich s current time and material labor expense rate and is not included as part of this agreement. Termination will incur a final fee above and beyond the fee due for the last month of actual managed service at time and material labor expense. This termination fee is in place to cover Sikich s reasonable disengagement efforts to responsibly transition the customer s information technology management to the Client. Termination will only occur as of the last day of the month and fees will not be prorated on the termination month. This termination language supersedes the termination language contained within the Master Professional Services Agreement. 3. Fees and Payment Terms. The fees and payment terms for the Managed Services shall be as set forth in Exhibit B ( Fee Schedule ) attached hereto. Unless otherwise provided in Exhibit B, all fees are billed ahead of time. Invoices will be sent to Client by the 15th of each month, for Services provided the next month. Each invoice is due in full by the 1 st of the following month. Sikich reserves the right to suspend any or all services until payment is received. In an effort to keep up with rising costs, fees will be increased annually at a rate not to exceed 5%. Services Included: 1. Remote proactive monitoring and patching 2. Provide server and network equipment monitoring and alerting to client specified escalation contact 24x7* 3. Maintain current Hardware and Software Inventory as allowed via our monitoring agents. 4. Submission of quarterly status reports including the Executive Summary and patching status. 5. Access to our ticketing system and portal for your staff to utilize as a service desk system for all support tickets, time entry, issue tracking, utilization, and project status reporting.** *Currently Sikich only provides monitoring and reporting on Dell SonicWall and Fortinet brand firewalls. Other firewalls may be monitored for up down status via heartbeat from our NOC on a best effort basis. No logging and reporting can be provided for other brands. In addition, Sikich is not responsible for the security policies in use on the firewall which will need to be dictated by the customer. Sikich will advise on best security practices but it is the customer s responsibility to decide what traffic is allowed to pass through the firewall. Client hereby confirms that they have received and reviewed Sikich s recommendations regarding security practices, and acknowledges the imperfect nature of attempts to maintain the security of any information transmitted over or accessible through the internet. Client further acknowledges that Sikich will not be responsible for any breaches of intellectual technology security of Client. **Note Ticketing is priced on a per user basis so every user that will be assigned tickets will need to have a named user license. The cost for each license is $100 per user.
3 Services Not Included: 1. Purchase of Hardware and/or software required for maintaining integrity of servers, PCs, laptops, security, monitoring, backups, and power failure back up. 2. New projects (anything that is being introduced new to the network environment including but not limited to new PCs, mobile devices, printers, servers, network hardware, application software, offices, and users). Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with a parts and labor estimate to complete the project. 3. Replacement and maintenance of consumables such as printer paper, toner, ink, etc. 4. Equipment independent of the client s Microsoft network or not installed or configured by Sikich. 5. Maintenance and Support of Phone System. 6. Issues arising on home user PCs not owned by the client and not included in the hardware inventory 7. Maintenance or support of any PDAs, mobile phones, or other personal equipment not owned by the Client. 8. Changes to the network including swapping of workstations or laptops, carrier changes for mobile or land lines, moving of offices and personnel. 9. Work caused by defective hardware or software that is not covered under a current manufacturer s warranty. 10. Maintenance and monitoring of backup systems not supported or procured through Sikich. 11. Restoration of systems or data if backup not supported by Sikich. 12. Custom software and scripting support or any other support requiring the assistance of a software developer. 13. Training. 14. Firewall monitoring, configuration, or other work related to firewalls and/or security services unless otherwise specified in this agreement. 15. Mass Installation of software whether new or re-installation. 16. File restoration and data backup. 17. Mass Setup of new devices. Qty Device Description Monthly Fee Per Node* Extended Monthly Fee 750 Sikich Tech 360 Level 1 Service Base $10 $7,500 price including: -Servers* n/a -Workstations* n/a 12 Streamline IT Ticketing $100 $1,200 *A Node is defined as any piece of network equipment which will accept one of our remote monitoring and management (RMM) agents. This includes servers, desktops, notebooks and tablets that run Windows. Tablets that do not run Windows, Mobile Phones, and other devices which will not accept our agent are NOT considered nodes. See list of included services above to note support offering and options for these devices. Note that in the case of a virtual server, virtual desktop, or a thin-client environment the virtual machines/thin client as well as the underlying physical machines and storage infrastructure supporting those virtual machines, will be counted as separate nodes and included in the base price or as specified above though they will not run an RMM agent. All servers, desktops, notebooks and tablets used by Client must be included and managed with our RMM agents. Sikich will not manage or support systems not Client owned and controlled (i.e. home computers of personnel) under this SLA. Nodes may be added or removed during the term of this SLA and the extended monthly fee will be based on the previous months actual node count as reported by Sikich s RMM system. However, at no time shall the contract fees fall below the initial base price.
4 Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with an estimate to complete the project. Actual fees will be based on time and material based on our then prevailing hourly rates. Client Key Contacts & Phone Numbers Primary Contact: William Eagan Phone: weagan@hinsdale86.org Sikich Key Contacts & Phone Numbers Network Operations Center Normal Business Hours (M-F 8:00am-5:00pm Central) After Business Hours Support (M-F, 5:01pm 7:59am Central, Weekends, Holidays) Phone: Phone: Toll-free: managedit@sikich.com This SLA is executed by the parties, intending to be legally bound, on the date that it is accepted by Sikich set forth below Sikich LLP Hinsdale Township High School District 86 By: Name: Title: Dated: By: Name: Title: Dated:
5 Sikich Tech 360 Remote Help Desk Service Level Agreement Terms of Service Level Agreement 1. This Service Level Agreement (SLA) is subject to the terms and conditions of our Professional Services Agreement (PSA) signed and dated 07/24/ The term of this SLA shall commence as of 08/01/2015, and shall continue for a period of twelve (12) months thereafter, unless otherwise terminated as set forth herein. This SLA shall automatically renew for one (1) year at the end of each one (1) year period, unless written notice is given by either party thirty (30) days in advance of the renewal date. Both parties understand that termination of this agreement will likely result in some form of transition that will require additional Sikich engineering resources. Any such labor required for such transition will be billed at Sikich s current time and material labor expense rate and is not included as part of this agreement. Termination will incur a final fee above and beyond the fee due for the last month of actual managed service at time and material labor expense. This termination fee is in place to cover Sikich s reasonable disengagement efforts to responsibly transition the customer s information technology management to the Client. Termination will only occur as of the last day of the month and fees will not be prorated on the termination month. This termination language supersedes the termination language contained within the Master Professional Services Agreement. 3. Fees and Payment Terms. The fees and payment terms for the Managed Services shall be as set forth in Exhibit B ( Fee Schedule ) attached hereto. Unless otherwise provided in Exhibit B, all fees are billed ahead of time. Invoices will be sent to Client by the 15th of each month, for Services provided the next month. Each invoice is due in full by the 1 st of the following month. Sikich reserves the right to suspend any or all services until payment is received. In an effort to keep up with rising costs, fees will be increased annually at a rate not to exceed 5%. 4. Two hour guaranteed response acknowledging the existence of a problem to properly submitted tickets (*refer to onboarding documents for proper procedures for ticket submittal and details on how our network operations center will triage and address submitted tickets based on the severity of issues therein) for support 8x5x All support issues are first handled remotely by our Level I Helpdesk. Issues requiring support beyond the endpoint or onsite will be escalated to client s onsite support staff and routed via a ticket. Note that no scheduled onsite support is included as part of this agreement unless specifically noted under Exhibit B ( Fee Schedule ). 6. A support inquiry should be about a specific case or instance. We can help you to accomplish a specific task, use a particular feature, or resolve an error; but (out of fairness to all our phone support clients) we do not give training over the phone nor is training part of this SLA. 7. While we understand that working with specific consultants may be requested we cannot guarantee their availability at the time of your support request. While we will attempt to accommodate such requests, they will not be subject to the SLA response times specified. We therefore ask that all support requests be opened through the proper support communication channels as outlined in the onboarding document. 8. No labor for projects is included within this SLA (i.e. setup of new equipment) nor is Staff Training, or support of 3 rd party vendor products and services (i.e. utility problems, phone system, alarm system, printer servicing, LOB application support, etc.), though we will certainly facilitate and escalate troubleshooting to the proper third party as needed.
6 In addition to the services provided under the Tech 360 Level I Agreement this agreement provides the following additional included services 1. Provide 8x5 Level 1 help-desk technical remedies and standard fixes. This level of help-desk support provides call-answering service, troubleshooting and call-logging. 2. Coordinate escalation of tickets to client s Level II onsite staff. How is Level II service different? Level II support involves the need for technician to connect to a server (or the core network) for resolution. If a call can t be resolved remotely on the workstation a predefined call-escalation process will begin. 3. Support of Windows based workstations, desktops, and notebooks running our Remote Monitoring and Management (RMM) Agents are covered by this SLA. 4. Network/Internet connectivity issues. 5. Basic how to questions (*training is not included) 6. Utilize remote view and remote control capabilities to assist in Incident resolution. 7. End User Support for Microsoft Exchange servers or Cloud support if sourced and provided by Sikich. Third Party solutions will be supported as best effort through said third party. 8. Maintenance of service call log/tickets in electronic form with reporting capability. 9. Track and document Incidents and formulate trend analysis. 10. Route Service Desk tickets, as appropriate. 11. Provide Customer Satisfaction Survey at ticket closure if desired. 12. Schedule periodic review service meetings. Client hereby confirms that they have received and reviewed Sikich s recommendations regarding security practices, and acknowledges the imperfect nature of attempts to maintain the security of any information transmitted over or accessible through the internet. Client further acknowledges that Sikich will not be responsible for any breaches of intellectual technology security of Client. Services Not Included 1. Purchase of Hardware and/or software required for maintaining integrity of servers, PCs, laptops, security, monitoring, backups, and power failure back up. 2. New projects (anything that is being introduced new to the network environment including but not limited to new PCs, mobile devices, printers, servers, network hardware, application software, offices, and users). Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with a parts and labor estimate to complete the project. 3. Replacement and maintenance of consumables such as printer paper, toner, ink, etc. 4. Equipment independent of the client s Microsoft network or not installed or configured by Sikich. 5. Maintenance and Support of Phone System. 6. Issues arising on home user PCs not owned by the client and not included in the hardware inventory 7. Maintenance or support of any PDAs, mobile phones, or other personal equipment not owned by the Client. 8. Changes to the network including swapping of workstations or laptops, carrier changes for mobile or land lines, moving of offices and personnel. 9. Work caused by defective hardware or software that is not covered under a current manufacturer s warranty. 10. Maintenance and monitoring of backup systems not supported or procured through Sikich. 11. Restoration of systems or data if backup not supported by Sikich. 12. Custom software and scripting support or any other support requiring the assistance of a software developer. 13. Direct Line of Business Application support. Sikich will escalate support issues to client s onsite support staff. 14. Training. 15. Mass Installation of software new or re-installation 16. File restoration and data backup. 17. Problems occurring in applications or devices not on the Supported Products list or not documented in the knowledge base. 18. Mass Setup of new devices. PCs or peripherals.
7 19. No onsite desk side support is included in the standard offering of this service. 20. Failures caused by viruses, user abuse, cyber attacks, and environmental conditions are the responsibility of the customer 21. Custom Application without relevant supporting documentation Schedule B Service Rates and Key Contacts Qty Device Description Monthly Fee Per Node* Extended Monthly Fee 750 Sikich Tech 360 Help Desk Service $20 $15,000 Base price including: n/a *A Node is defined as any piece of network equipment which will accept one of our remote monitoring and management (RMM) agents. This includes workstations, desktops, notebooks and tablets that run Windows. Tablets that do not run Windows, Mobile Phones, and other devices which will not accept our agent are NOT considered nodes. See list of included services above to note support offering and options for these devices. Note that in the case of a virtual desktop, or a thin-client environment the virtual machines/thin client as well as the underlying physical machines and storage infrastructure supporting those virtual machines, will be counted as separate nodes and included in the base price or as specified above though they will not run an RMM agent. All workstations, desktops, notebooks and tablets used by Client must be included and managed with our RMM agents. Sikich will not manage or support systems not Client owned and controlled (i.e. home computers of personnel) under this SLA. Nodes may be added or removed during the term of this SLA and the extended monthly fee will be based on the previous months actual node count as reported by Sikich s RMM system. However, at no time shall the contract fees fall below the initial base price. Should additional project work be required for services not covered in this SLA, we will create a thorough scope document with an estimate to complete the project. Actual fees will be based on time and material based on our then prevailing hourly rates. Client Key Contacts & Phone Numbers Primary Contact: William Eagan Phone: weagan@hinsdale86.org Sikich Key Contacts & Phone Numbers Network Operations Center Normal Business Hours (M-F 8:00am-5:00pm Central) After Business Hours Support (M-F, 5:01pm 7:59am Central, Weekends, Holidays) Phone: Phone: Toll-free: managedit@sikich.com This SLA is executed by the parties, intending to be legally bound, on the date that it is accepted by Sikich set forth below
8 Sikich LLP Hinsdale Township High School District 86 By: Name: Title: Dated: By: Name: Title: Dated:
Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043
Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office
More informationAppendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES
Appendix D to DIR Contract No. DIR-SDD-2102 SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for END USER SERVICES TABLE OF CONTENTS 1. Introduction... 3 2. Term of SOW...
More informationSentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement
Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the
More informationREQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due:
REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES Issue Date: Friday, March 15 th, 2013 Closing Date: Monday, April 15 th, 2013 University City District is requesting proposals from qualified,
More informationManaged Security Services SLA Document. Response and Resolution Times
Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response
More informationREQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES
Isothermal Planning & Development Commission (IPDC) REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the IPDC for Information Technology Support Services. Interested
More informationPrepared by: OIC OF SOUTH FLORIDA. May 2013
OIC OF SOUTH FLORIDA REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by OIC of South Florida for Information Technology Support Services. Interested vendors should
More informationManaged 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 informationSERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less
SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. SERVICES BRONZE
More informationComplete Managed Services. Proposal for managed services for the City of Tontitown
Complete Managed Services Proposal for managed services for the City of Tontitown Complete Managed Services Components Windows Server 2008, Windows Server 2012 1. Proactive Maintenance of Server(s) Proactive
More informationRemote Infrastructure Support Services & Managed IT Services
Remote Infrastructure Support Services & Managed IT Services Remote Desktop Services are designed to optimize the customers IT resource utilization and provide a standardized end-user environment. The
More informationRequest for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org
Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org IMPORTANT NOTICE All proposal question and inquiries must be sent by email to
More informationLHRIC Network Support - Additional Service Features
LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number
More information2011 NASCIO Recognition Award Nomination State of Georgia
2011 NASCIO Recognition Award Nomination State of Georgia Nomination Category: Enterprise IT Management Initiatives Title of Nomination: Georgia Enterprise Technology Services Nomination Submitted By:
More informationMSP Service Matrix. Servers
Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server
More informationService 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 informationHP IT Professional Help Desk for SMB Service HP Care Pack Services
HP IT Professional Help Desk for SMB Service HP Care Pack Services Technical data HP IT Professional Help Desk for SMB Service gives Small to Medium Business customers a single source of 2nd and 3rd Level
More informationService Level Agreement
This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our Customers for the delivery of. The purpose of this agreement is threefold: 1. To clearly represent
More information3618 8 th Avenue Phone: 262 564 6400 Kenosha, WI 53140 Fax: 262 564 6401 NOC SERVICES OFFSITE, LLC 262 564 6400. 0 of 8
NOC SERVICES OFFSITE, LLC 262 564 6400 0 of 8 OVERVIEW In today s competitive world, it is critical for IT Service companies to provide a full range of services for their clients. Through the use of highly
More informationMANAGED FIREWALL SERVICE
MANAGED FIREWALL SERVICE OVERVIEW This document represents a Service Level Description (SLD) between subscribing Local Educational Agencies (LEA) as the subscriber and the Northeastern Regional Information
More informationService Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division
Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing
More informationMobile Device Management
Mobile Device Management Complete remote management for company devices Corporate and personal mobile devices (commonly referred to as Bring Your Own Device, or BYOD) must be provisioned, configured, monitored,
More informationManaged Services Overview Servers, Exchange, Help Desk, and Citrix Infrastructures
Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Prepared By: Envision Information Technologies Last Modified: Thursday, August 28, 2014 Table of Contents Table of Contents... 2 EIT Contacts...
More informationIII. Services Required The following details the services to be provided to the Town of North Haven in the area of information services:
TOWN OF NORTH HAVEN REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY NETWORK SUPPORT SERVICES Issue Date: March 7, 2016 Due Date: 10:00 AM, Monday, March 28, 2016 I. Introduction The Town of North Haven is
More informationSolutions Provider. The Service Desk. Not Included:
END USER SERVICE DESK LEVEL 1 & 2 CSI s Service Desk provides telephone and e-ticket support. Our cost efficient solution enables support personnel to access client systems providing instant support just
More informationCustomized Cloud Solution
Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc. Notice of Confidentiality: The enclosed material is proprietary to Polleo
More informationREQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES
CITY OF RICHLAND HILLS, TEXAS REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the City of Richland Hills for Information Technology Support Services. Interested
More informationPREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD
SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. PREMIER SUPPORT
More informationAPPENDIX 5 TO SCHEDULE 3.3
EHIBIT K to Amendment No. 60 - APPENDI 5 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 5 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT K to Amendment No.
More informationEXHIBIT B SOFTWARE SUPPORT SERVICES
1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement
More informationCommunity 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 informationSERVICE LEVEL AGREEMENT. Open Source Support Desk B.V. Hargray, Inc.
SERVICE LEVEL AGREEMENT between Open Source Support Desk B.V. and Hargray, Inc. Copyright 2011 by Open Source Support Desk B.V. All rights reserved. This document is protected by copyright. No part of
More informationFully 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 informationAbout Us. 2 Managed Services E: sales@ironcovesolutions.com T: +310.823.2047 W: www.ironcovesolutions.com. Our Mission. What We Do
MANAGED SERVICES About Us Iron Cove Solutions is a cloud-computing deployment provider offering industry-leading cloud services to SMB sized businesses. We are cloud consultants assisting in the assessment,
More informationManaged 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 informationService Description: Dell On Call HelpDesk Service
Service Description: On Call HelpDesk Service This Service Description is between you ( You or Customer ) and Canada Inc., (, Our or We ). The below services provide consumer customers with 24x7 telephone
More informationIndiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0)
Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0) Prepared by: State of Indiana Indiana Office of Technology Delivery Services Prepared for: State of
More informationUniversity Systems Desktop Support Service Level Commitment
University Systems Desktop Support Service Level Commitment The Purpose of this Service Level Commitment (SLC) is to formally define the level of service University Systems will provide to UVic faculty,
More informationIntrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms )
Intrado Call Handling CPE Standard Maintenance and Support Services ( MSS Terms ) These Maintenance and Support Services terms ( MSS Terms ) describe the current offerings for maintenance and support services
More informationSymmetry 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 informationServices Agreement. Rev 12/10/08 TC v08 1
Services Agreement This Agreement is entered into by, herein referred to as Client, and Computer Crews, a Colorado Corporation, hereinafter referred to as Service Provider. The Parties agree as follows:
More informationMaster Managed Services Agreement
T: 01904 409040 info@clearwave-es.com www.clearwave-es.com Master Managed Services Agreement Page 1 of 19 Managed IT Services Agreement 1. Definitions 1.1 The definitions and rules of interpretation in
More informationVersion Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration
IT Service Level Agreement (SLA) for users supported by the BEI Pilot Cluster in the departments of Biological Chemistry, Neurobiology, Neurology, and Pharmacology by the Information Technology Center
More informationTABLE OF CONTENTS. 1...Introducing N-central 3...What You Can Do With N-central 4...MONITOR: Proactively Identify Potential Problems
TABLE OF CONTENTS 1...Introducing N-central 3...What You Can Do With N-central 4...MONITOR: Proactively Identify Potential Problems 5... Centralized Management Console 6... Automatic Discovery 7... Cuzomizable
More informationIT as a Service. Support for custom/vertical applications if support documentation is provided. Desktop peripheral hardware (non-hardware issues)
Managed Services IT as a Service Security as a Service Cloud Service IT as a Service Crystal Care Help Desk Services Help Desk FREQUENTLY ASKED QUESTIONS Pre-Sales What is the definition of Level I service?
More informationINFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES 2012 2013 Program Review
INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES 2012 2013 Program Description Technical Services is a service unit in Information Technology Services. The unit: 1. Acquires and distributes new computing
More informationNetwork Computing Architects Inc. (NCA) Network Operations Center (NOC) Services
Network Computing Architects Inc. (NCA), provides outsourced IT services by monitoring and managing clients computing assets. Included Services: For all systems covered under NOC Support, the following
More informationMonitoring, Managing, Remediating
MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard
More informationDepartment of Information Technology
Lines of Business LOB #132: END USER SERVICES Department of Information Technology Purpose The End User Services LOB in the Department of Information Technology is responsible for providing direct technical
More informationSMALL BUSINESS SERVICE PLAN
PLEXUS COMPUTERS, LLC 8258 Veterans Highway 18A Millersville, MD 21108 Phone: (410) 729-5035 Fax: (410) 729-5036 Email: services@plexuscomputers.com I. Overview The Small Business Service Plan was developed
More informationEND-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION
END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk
More informationService Catalog. it s Managed Plan Service Catalog
Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is
More informationHow To Manage Your Information Systems At Aerosoft.Com
Your information systems are at the heart of your businesses daily operation. System down time costs businesses a significant amount of money each year. Most problems that cause down time can be prevented
More informationUniversity Managed Desktop Program. Desktop Computing Support Framework 343-3362 or 875-6422
University Managed Desktop Program Desktop Computing Support Framework 343-3362 or 875-6422 Overview Commencing [enter department-specific date], desktop computing support will be provided for [enter department
More informationGeneral Service Level Agreement
General Service Level Agreement Pricing We offer an unlimited Break / Fix for each device. Cost is below. Server Management = $199 / month per server Network Management = $199 / month per company Desktop
More informationHOSTED EMAIL AND MICROSOFT EXCHANGE
HOSTED EMAIL AND MICROSOFT EXCHANGE OVERVIEW This document represents a Service Level Description (SLD) between subscribing Local Educational Agencies (LEA) as the subscriber, and the Northeastern Regional
More informationMANAGED WORKPLACE. See All. Manage All. Service All.
MANAGED WORKPLACE Managed Services Platform Exclusively for IT Service Providers, with Fully Integrated NOC and Help Desk About Managed Workplace Managed Workplace remote monitoring and management (RMM)
More informationAll other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca
Information Technology This Information Technology (ITSLA) establishes the overall support levels for IT supported systems and services within the Thunder Bay Catholic District School Board. Goals of Technology
More informationWHITE PAPER. Avoiding the Pitfalls when Transitioning into Managed Services. By Nick Cavalancia
Avoiding the Pitfalls when Transitioning into Managed Services By Nick Cavalancia As you begin your journey transitioning into managed services, you ll quickly find the transition is more about how you
More informationCity of Hapeville, GA VC3Advantage Work Order
City of Hapeville, GA VC3Advantage Work Order ServiceAdvantage Work Order No. [ VC3INC-1097-62019 ] under the Master Services Agreement, dated. July 1, 2015 Atlanta Columbia Raleigh 1301 Gervais Street,
More informationEnd-User Remote Support and Helpdesk Services
End-User Remote Support and Helpdesk Services A single contact point for support needs G-Cloud 5 Service Definition CONTENTS Overview of Service... 2 Contacting the Service Desk... 3 Management Reports...
More informationMonthly 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 informationSERVICE CONTRACT. and
SAMPLE SERVICE CONTRACT SERVICE CONTRACT BETWEEN and VOICE PRODUCTS SERVICE, LLC Regarding the maintenance of Equipment installed at: VOICE PRODUCTS SERVICE, LLC 8555 East 32 nd Street North Wichita, KS
More informationService Description ProSupport for IT
Service Overview Dell is pleased to provide (the Service or Services ) for select server, storage, desktop and notebook systems and printers (the Supported Products as defined below) in accordance with
More informationUbertas Cloud Services: Service Definition
Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust. Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud
More informationRemote Monitoring and Management: The Key to Proactive, Efficient IT Service Delivery
1 Introduction As businesses emerge from the difficult economic recession, they need to continue the low-cost and highproductivity practices that allowed them to successfully weather the storm. Specifically
More informationDevice Lifecycle Management
Device Lifecycle Management 1 (8) Table of Contents 1. Executive summary... 3 2. Today's challenges in adapting to lifecycle management... 3 3. How is Miradore different?... 5 4. Conclusion... 8 2 (8)
More informationTAX BILLING OVERVIEW SERVICE DESCRIPTION GOALS & OBJECTIVES CONTACT INFORMATION
TAX BILLING OVERVIEW This document represents a Service Level Description (SLD) between subscribing Local Educational Agencies (LEA) as the subscriber and the Northeastern Regional Information Center (NERIC)
More informationCENG 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 informationBridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS)
BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) 1. Introduction This Statement of Work (SOW) is an appendix to the existing Master Services Agreement between
More informationService Level Agreement
Client:. Service Address: Term of Agreement: Twelve Months commencing on the 1 st of May 2014 ( Start Date ) and ending on the last day of April 30 th, 2015. Scope of Services: See Exhibit A Addendum Monthly
More information10 Tips to Better Manage Your Service Team
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk
More informationSagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services
Sagari Ltd Service Catalogue and Service Level Agreement For Outsource IT Services Managed Services Service Level Agreement 1 Introduction This Service Catalogue and Service Level Agreement (SLA) constitutes
More informationRequest for Proposal Technology Services Maintenance and Support
Request for Proposal Technology Services Maintenance and Support Maintenance and Support July 19, 2014 Celerity Educational Group is seeking an IT consulting firm to manage Maintenance of our Network Systems
More informationBackup Your Data and Keep it in Canada
Technology Magazine Issue 1 Achieve Your Business Goals With Technology Reducing Downtime With Managed Backup Your Data and Keep it in Canada BROUGHT TO YOU BY www.genscorp.com G C ENS ORP IT INFORMATION
More informationASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services
ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD
More informationOffice of Information Technology Addendum to Managed Workstation Service Level Agreement
Office of Information Technology Addendum to Managed Workstation Service Level Agreement This Addendum further defines and explains the Basic Support, Extended Support and Premium Support Level Services
More informationInformation 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 informationGet what s right for your business. Contact @lliance Technologies.
Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place
More informationStatement 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 informationRequest for Proposal: Catholic Charities of the Archdiocese of Miami, Inc. is accepting proposals until May 20th, 2016 for IT managed services.
Request for Proposal: Catholic Charities of the Archdiocese of Miami, Inc. is accepting proposals until May 20th, 2016 for IT managed services. Objective Catholic Charities of the Archdiocese of Miami,
More informationEnterprise 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 informationFULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE
FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE At Spirit, we realise that our customers are looking for choice, flexibility and value. That s why we have developed our special Fully
More informationINFORMATION TECHNOLOGY TECHNICIAN I INFORMATION TECHNOLOGY TECHNICIAN II
CITY OF ROSEVILLE INFORMATION TECHNOLOGY TECHNICIAN I INFORMATION TECHNOLOGY TECHNICIAN II DEFINITION To perform responsible technical duties related to computer hardware and software customer support;
More informationEnterprise Service Level Agreement
Enterprise Service Level Agreement Prepared by State of Indiana Indiana Office of Technology Prepared for State of Indiana Indiana Office of Technology Partner Agencies Effective July 2015 June 2016 (This
More informationTransource Warranty & Support Agreement
2405 West Utopia Road, Phoenix, AZ 85027 USA www.transource.com Toll-Free: (800) 486-3715 Tel: (623) 879-8882 Fax: (623) 879-8887 Transource Warranty & Support Agreement I. Warranty Coverage: Transource
More informationBid Package for IT Support Services
Bid Package for IT Support Services Tri-Town Community Action Agency (includes South County Community Action, Inc.) is seeking bids for a qualified IT consultant to assist in-house staff with IT related
More informationKASEYA CLOUD SOLUTION CATALOG 2016 Q1. UPDATED & EFFECTIVE AS OF: February 1, 2016. Kaseya Catalog - 1 - Kaseya Copyright 2016. All rights reserved.
KASEYA CLOUD SOLUTION CATALOG 2016 Q1 UPDATED & EFFECTIVE AS OF: February 1, 2016 Kaseya Catalog - 1 - Overview of the Kaseya Cloud Subscription Solutions The Kaseya Cloud solutions are designed to meet
More informationADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT
ADVANCED CUSTOMER SUPPORT ORACLE FUNCTIONAL HELP DESK EXHIBIT This exhibit incorporates by reference the terms of the order for Oracle Functional Help Desk services. A. Definitions. End Users means those
More informationOverview Software Assurance is an annual subscription that includes: Technical Support, Maintenance and Software Upgrades.
Software Maintenance & Support Agreement This agreement ( Support Agreement, Software Assurance, Agreement ) is for the purpose of defining the terms and conditions under which Technical Support, Maintenance
More informationTECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS
IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS IT Services Service Level Agreement:LRC
More informationCustomer Care Center Details
Enterprise IT Shared Services Service Level Agreement Customer Care Center Details (Revision Date: October 7, 2010) Going From Good to Great DOCUMENT CONTROL REVISION HISTORY DATE DESCRIPTION 9.15.10 INITIAL
More informationAutomated 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 informationSERVICE SCHEDULE HOSTED DESKTOP SERVICES
SERVICE SCHEDULE HOSTED DESKTOP SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Partner has previously
More informationService Desk Best Practices
Service Desk Best Practices As an IT service provider, you understand that information can provide a powerful strategic advantage. In order to ensure the proper mechanisms are in place for information
More informationWhen 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 informationStatement 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 informationService Level Agreement
Service Level Agreement Occupational Studies Administration Occupational Studies Computer Lab Contract Date 1/25/2005 to 12/31/2005 SLA Contract and Responsible Parties This Service Level Agreement is
More informationDOT.Comm Oversight Committee Policy
DOT.Comm Oversight Committee Policy Enterprise Computing Software Policy Service Owner: DOTComm Operations Effective Date: TBD Review Schedule: Annual Last Review Date: Last Revision Date: Approved by:
More informationGMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION
GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please
More information