Hosted Collaboration Services

Transcription

1 roduct Service Description Hosted Collaboration Services Overview This service provides voice and other personal communication services from a virtual environment running on the ITO Atos Cloud in several data centers, utilizing Cisco's Hosted Collaboration Solution (HCS) suite. The services are grouped into four categories. Infrastructure Services hardware, software, and licenses to provide the end-user services. Implementation Services rofessional Services and support for implementation and transitions. Managed Services Ongoing, Steady state support. Other Services Optional services such as SI gateway and Call Center services The Infrastructure Services are always provided by ITO Atos Cloud Services. The Implementation and Managed Services are professional services that are typically provided by a Channel artner or Client. ITO Atos Operations can provide professional services through the IT Outsourcing organization. The Infrastructure Services consist of the Core Cisco Unified Communications Servers plus per-user license bundles as described below. Service Bundles HCS service bundles are collections of functionality and supported device types, sold on a er User, er Month (UM) basis. The bundles offered through ITO Atos Cloud Services HCS correspond to the licensing of HCS by Cisco. XCS has created some additional bundles by combining Unified Messaging with Basic and Foundation licenses. Services are offered in non-redundant and geo-redundant configurations. Nonredundant data center implementations provide redundant Communication Manager Services, located in a single data center. Voice Mail and resence servers are not redundant. Geo-redundant data center implementations provide redundancy for all services across geographically dispersed data centers. If selected, geo-redundancy applies to all service bundles Atos. All rights reserved. Atos and Atos and Design are trademarks of Atos Corporation in the United States and/or other countries.

2 Enterprise The following service bundles apply to all customers who do not otherwise qualify for ublic Sector pricing. Enterprise customers are typically private sector, commercial enterprises. Bundle Functionality Devices Supported Essential Voice dial tone / Call Control for analog devices Fax Analog Basic Basic+ Foundation Foundation+ Standard Voice dial tone / Call Control Single Number Reach mobility Voice dial tone / Call Control Single Number Reach mobility Unified Messaging Voice dial tone / Call Control Single Number Reach mobility Instant Messaging and resence Video calling Desktop client license Mobile client license Voice dial tone / Call Control Single Number Reach mobility Unified Messaging Instant Messaging and resence Video calling Desktop client license Mobile client license All services included in Foundation+ 10 Devices All Basic devices, plus 79xx, 89xx, 99xx 694x, 696x Jabber desktop & mobile Third party SI EX60, EX90 IMS Integration All Basic devices, plus 79xx, 89xx, 99xx 694x, 696x Jabber desktop & mobile Third party SI EX60, EX90 IMS Integration All Foundation+ devices Atos Cloud Services roduct Service Description v1.8 12/17/2015 2

3 ricing Contact us for specific pricing of HCS infrastructure services and professional services Other collaboration services will be offered in the future, including: Audio conferencing Audio conference bridging using toll-free numbers and participant and leader passcodes. Web conferencing Cisco WebEx, providing shared desktop capabilities for presentations, shared whiteboard, and controlled sharing of a common desktop. Telepresence Cisco high definition video conferencing designed for conference room use. Video Conference Bridging service The ability to bridge several conference room end points and desktop video systems into a single conference. Hosted Microsoft Exchange messaging, calendaring, and contact system. Cisco WebEx Social collaboration services. Implementation Services are provided by our Channel artners and typically include the following: Configuration and deployment of the service bundles and options mentioned above. Directory Service integration. Voic integration with Exchange messaging. Legacy voice systems integration. resence integration. Unified Communications Mobile Client implementation. SI Trunking implementation and integration with existing MLS networks. Handset selection and deployment. Feature design and implementation. Network readiness, configuration recommendations, transformation support. roject management. Cutover, Testing, Training, User Acceptance. Managed (Steady-State) Services are provided by our Channel artners and typically include the following: STN Gateway on a customer's premise. Soft (remote) end-user Installation, Moves, Adds, Changes (IMACs). Hard (local touch labor) end-user IMACs. Level 1/2/3 support. Capacity and performance management. Network upgrade and maintenance recommendations. Atos Cloud Services roduct Service Description v1.8 12/17/2015 3

4 Voic support. Call Recording support. Interactive Voice Response (IVR) support. Fully managed Audio, Video, and Web conferencing. SI Trunking and STN Gateway support. Other Services may be provided by ITO Atos Cloud or the Channel artner and typically include the following: Network connectivity from ITO Atos Cloud to the client environment SI gateway hosting in Atos Cloud Data Centers. Call Venter lanning, Implementation and Support Attributes of the Service 1. Hardware, software, and licensing to provide hosted Unified Communications services 2. Maintenance for hardware, software, and licensing 3. Connectivity for Internet access included. Fixed, public address is optional and priced separately. Internet usage is priced separately. 4. Connectivity to SI trunking, STN and LD usage are optional services priced separately. 5. Datacenter facilities included. 6. rivate network connectivity from the client s network into the ITO Atos Cloud Data Centers is NOT included. Network Engineering services are available to help design and implement this connectivity is based on port access speed (1Gbps and 10Gbps). The customer may order and own the telecom service, or the customer may choose to order service through Atos Cloud using ITO Atos Cloud s contracted telecom rates. Requirements and Assumptions 1. ITO Atos Cloud will follow standard ITIL processes for Incident Management and Change Management. 2. ITO Atos Cloud will determine maintenance windows and will publish the maintenance window schedule. No notification will be provided for nondisruptive changes. Disruptive changes will be coordinated with Channel artners and customers. 3. ITO Atos Cloud will determine the HCS versions to be implemented for each client instance and for the leveraged components. Software version upgrades for each client-specific instance will be determined in collaboration with the client or Channel artner. rofessional Services required for any software upgrades will be priced separately. Atos Cloud Services roduct Service Description v1.8 12/17/2015 4

5 4. Software versions that are no longer supported by vendor will not be allowed. ITO Atos Cloud will shut-down any instances of out-of-support Software versions/patches on the environment 5. Technology support as required to support SLA s. 6. The following services and products are not included in the scope of this service component and must be covered under a separate, approved statement of work: hone handsets. Internet bandwidth and dedicated, public I addresses. SI trunking to carrier networks, STN and Long Distance usage. rivate network connectivity into the HCS infrastructure. End user Call Center support. Situation Management. AM tools. Service Objectives and Commitments Service Outage Definition A service outage is defined as the inability of one or more end-users to perform functions provided by the Hosted Collaboration Solution due to circumstances within the control of ITO Atos Cloud. These include outages to hardware and software components within the Atos Cloud data centers, and components on the customer premise which ITO Atos Cloud is responsible for supporting. Responsibility for customer premise equipment and end-users is outside the scope of the Infrastructure Services Atos Cloud provides, and will be defined in a Statement of Work and priced separately. Service is defined to be unavailable from the time ITO Atos Cloud receives notification of the service outage via an Incident ticket reported by calling the Atos Service Desk, until the time of service restoration as documented in the Atos incident ticket. Service Objectives and Commitments HCS Infrastructure Service Service Measure erformance Target Non-geo-redundant Availability 99.8% 95% Geo-redundant Availability 99.99% 95% OLA/SLA erformance % Atos Cloud Services roduct Service Description v1.8 12/17/2015 5

6 Measure interval Measure monthly, report monthly. Excludes planned outages. Incident Response and Resolution Description Response Times for Client- Originated Service Request Response Times for Alerts Generated by Fault Management Systems Target Resolution/ Workaround riority 1 Critical Business Impact Extensive/Wides pread Severe degradation, outage, or a critical impact to the business operation. SUBMIT VIA HONE ONLY. Immediate response upon receipt of call 15 minute notification of designated Channel artner contact 2 hours riority 2 Major Business Impact Significant/Larg e Existing operation is impaired and some business operations are negatively affected. One hour ticket opening and contact from a Atos analyst 30 minute notification of designated Channel artner contact 4 hours riority 3 Moderate/Limite d Business Impact Moderate impact to business operations, limited in scope. Two hour ticket opening and contact from a Atos analyst Next Day notification of designated Channel artner contact 13 days riority 4 Minor Business Impact erformance may be impaired while most business operations remain functional. Four hour ticket opening and contact from a Atos analyst Next Day notification of designated Channel artner contact 17 days riority 5 No Business Impact Service request An information request, service request, or documentation clarification which has no operational impact. Next day ticket opening and contact from a Atos analyst N/A Required by date, or lanned end date Atos Cloud Services roduct Service Description v1.8 12/17/2015 6

7 Atos artner Customer Activity/Deliverable Descriptions The core of this service is the infrastructure components implemented on the ITO Atos Cloud to provide the Hosted Collaboration Solution services described above. Implementation services to integrate HCS into a client environment and Managed (Steady-State) services are provided by Channel artners. Billing Commencement Billing will start when the testing has been completed for the customer service and has been demonstrated to be ready for use. Change Management Non-disruptive changes may be undertaken during pre-defined change windows without prior approval from clients. Disruptive changes will be coordinated with clients. Unit Definition Service bundles are priced per user. Other Implementation and Managed services, and for other telecom and network services, are priced based on a Statement of Work (SOW). Roles and Responsibilities Matrix The following matrix shows the roles and responsibilities for Atos and client, when HCS is sold to a Channel artner customer, assuming Atos will provide the infrastructure, and the Channel artner will provide the Implementation and Managed services. Atos is prepared to provide professional services as required to augment those of the Channel artner. Atos Solution Scope () = rimary (S) = Secondary HCS Infrastructure Services Gather requirements; Enter bundle quantities into portal S Fill in form with more detailed information S Implement HCS servers and service bundles Atos Cloud Services roduct Service Description v1.8 12/17/2015 7

8 Atos artner Customer Atos Solution Scope () = rimary (S) = Secondary HCS Infrastructure Services Continued rovide administrator login information Implement SI gateway services and provide required information to Atos Implement routing between HCS infrastructure and SI gateways S S Update registered locations for 911 calls S Implementation Services roject planning and management S Handset selection and deployment S Softphone installation and configuration S Mobile Client implementation S Feature design and implementation S Configuration and deployment of the service bundles and options S Directory Service Integration S Voic integration with Exchange messaging S Legacy voice systems integration S resence integration S SI Gateway implementation on customer premise S SI Gateway implementation in Atos data center S SI Trunking implementation S Approve routing and security for private network. Implement required changes rivate Network Connection implementation into Atos data center S S Network readiness, configuration recommendations, transformation support S Integration testing S Cutover S User Training User Acceptance S Atos Cloud Services roduct Service Description v1.8 12/17/2015 8

9 Managed (Steady-State) Services Support SI Gateway on a customer s premise Support SI Gateway in Atos data center Soft (remote) end-user Installation, Moves, Adds, Changes (IMACs) Hard (local touch labor) end-user IMACs S erform warranty work on handsets Level 1/2/3 support of HCS infrastructure Level 1/2/3 support for end users Capacity and performance management of HCS infrastructure Capacity and performance management of customer environment S Network upgrade and maintenance recommendations S Voic support S Call Recording support S Interactive Voice Response (IVR) support S Support for private network connection into Atos data center S Maintain registered locations for 911 calls S 911 Services and Limitations The HCS service is a Voice over Internet rotocol (VoI) service that manages emergency service calls (911 or E911) in a different manner from traditional analog or digital emergency service calls. E911 service relies on the Customer to register physical locations associated with phone numbers so emergency calls can be routed to the proper ublic Safety Answering oint (or ublic Safety Access oint SA). The Customer is responsible for updating registered locations associated with user devices to allow the correct automatic number information (ANI) and automatic location information (ALI) to be passed to a local emergency service operator. A Registered Location is a single physical location associated with each Customer device registered to the Atos HCS service, consisting of a valid mailing address and any additional premise information required by applicable 911 or E911 laws or government regulations. Accurate location information cannot be guaranteed for mobile VoI devices. Atos Cloud Services roduct Service Description v1.8 12/17/2015 9