Introduction Hostnordic s contact details Service Desk Physical access Accessibility of Systems...
|
|
- Emma Townsend
- 7 years ago
- Views:
Transcription
1 INTRODUCTION The Service Level Agreement (SLA) documents the agreed service level. If individual changes to Hostnordic s standard SLA are agreed, these are described in Appendix 1 to the contract. If equipment located outside Hostnordic s data centres is included in the contract, this equipment shall also be described in Appendix 1. CONTENTS Introduction Hostnordic s contact details Service Desk Physical access Accessibility of Systems Goal for uptime Reservations Penalty Monitoring Incident Management Prioritisation of incidents Incident reaction time Change Management Requests for changes initiated by the Customer Requests for changes initiated by Hostnordic Changes to general infrastructure Patch Management Capacity Management Backup and Restore Backup frequency and retention Regeneration of files Definitions... 6 Hostnordic s Service Level Agreement December 2014 Page 1 of 7
2 1 HOSTNORDIC S CONTACT DETAILS 1.1 SERVICE DESK Hostnordic s Service Desk is the Customer s Single Point of Contact (SPOC) for inquiries concerning the operating solution: Contact Details Reaction Response time Telephone (+45) Monday-Thursday: 8:00 a.m. 5 minutes 4:30 p.m. Friday: 8:00 a.m. 3:00 p.m. service@hostnordic.com - 15 minutes Service Desk is open on weekdays during the above times. Hostnordic is closed on Christmas Eve (24 December) and New Year s Eve (31 December). Hostnordic is advised during the implementation phase of the Customer s primary contact person for operating status. Only the Customer s primary contact person and employees of the Customer authorised by the primary contact person are entitled to contact Hostnordic via the above telephone number and e- mail. The Customer s primary contact person sets up and authorises employees on Hostnordic s internet portal. The primary contact person is also responsible for removing employees from the portal if they are no longer to have access to the system. 1.2 PHYSICAL ACCESS The Customer can inspect the physical production environment in the data centre during ordinary opening times by prior agreement with Hostnordic. The Customer must be accompanied by a Hostnordic employee on admission to the data centre and the visit must be booked five (5) working days beforehand. 2 ACCESSIBILITY OF SYSTEMS 2.1 GOAL FOR UPTIME Hostnordic strives for an Uptime of 100%, but guarantees a minimum monthly Uptime of 99.5% within the system s or the service s Opening Time. The concepts Uptime and Opening Time are defined in section 8, Definitions. 2.2 RESERVATIONS The following reservations for the calculation of Uptime apply: 1. For non-redundant systems, Downtime resulting from hardware faults is not included in the calculation of Uptime. Non-redundant systems are systems based on hardware dedicated to the Customer which are not redundant. 2. Downtime attributable to the Customer s lack of response to messages on overloading of the systems as per section 6 is not included in the calculation of Uptime. 3. Downtime on systems where the operating system is in end-of-life status is not included in the calculation of Uptime. 4. If the Customer has Administrator access to the system, Downtime attributable to the Customer s actions on the system is not included in the calculation of Uptime. Time spent on restoring the Customer s system is invoiced in this case in accordance with time spent. 5. For equipment supplied by the Customer, the guaranteed Uptime requires that the equipment is covered by 24x7 hardware support with a four hour call-out time in the term of the Agreement. If Hostnordic s Service Level Agreement December 2014 Page 2 of 7
3 this is not the case, Downtime attributable to hardware faults is not included in the calculation of Uptime. 6. Downtime caused by (D)DoS attacks or Hostnordic s necessary precautions in connection therewith is not included in the calculation of Uptime. 2.3 PENALTY If the Uptime achieved is below the agreed level, a penalty is calculated for that portion which has been unavailable. Each server shall be weighted by its proportion of the total number of servers unless another weighting of servers or systems is specified in Appendix 1. The penalty shall then be calculated as one day s operating payment for each two thousandths by which the uptime supplied is below the guaranteed uptime measured over one (1) month. The penalty for a system or server may not exceed the system s or the server s share of the month s operating payment excluding software licences, backup and traffic in one month. If other weighting is not specified in Appendix 1, each server shall be weighted by its proportion of the total number of servers. 3 MONITORING Monitoring is the proactive action which ensures that faults and changes in resource requirements are registered and logged. Monitoring includes CPU, memory, hard disks and network components. For selected applications there are also application-specific metrics which are monitored. Hostnordic reserves the right to adjust the monitoring with respect to both the parameters which are monitored and the limit values which are used if the Customer s applications or setup are causing repeated faults. Any changes resulting from repeated faults will be made in dialogue with the Customer. 4 INCIDENT MANAGEMENT Hostnordic s general guidelines for the handling of incidents are described below. 4.1 PRIORITISATION OF INCIDENTS Incidents are prioritised on the basis of a full assessment of the incident s Impact and Urgency. Impact describes how badly the Customer is affected: Impact Low Medium High Description One or very few users are affected. More users are affected. Many or all users among a number of Hostnordic s customers are affected. Urgency specifies how critical a solution is for the Customer: Urgency Low Medium High Description A fast solution is not critical for the Customer s business. A fast solution is important, but not very critical for the Customer s business. A fast solution is very critical for the customer s business. Hostnordic s Service Level Agreement December 2014 Page 3 of 7
4 An Incident is prioritised as below on the basis of Impact and Urgency: Impact Low Medium High Low Urgency Medium High Hostnordic s operations manager is advised as soon as a priority 1 or 2 incident is registered. The CEO is also advised in the event of a priority 1 incident. Incidents are registered in Hostnordic s case management system either on the basis of Hostnordic s system monitoring or when Hostnordic is advised of an incident. The incident is then classified and prioritised, and debugging procedures are initiated within the applicable reaction times. If the solution of an incident requires availability of a representative of the Customer, Hostnordic may reduce the prioritisation of an incident if the Customer fails to make a representative available to the requisite extent. 4.2 INCIDENT REACTION TIME On the basis of an incident s priority, an Incident Reaction Time in allocated, within which a technician is guaranteed to commence remedial measures. Priority Within Business Hours Outside Business Hours 1 15 minutes 1 hour 2 1 hour 1 hour 3 8 hours 8 hours 4 2 work days 5 5 work days Hostnordic s Service Level Agreement December 2014 Page 4 of 7
5 5 CHANGE MANAGEMENT Requests for changes can be initiated by either the Customer or Hostnordic. Planned changes of servers or services shall be made under Hostnordic s general guidelines for Change Management, irrespective of who initiates the request for changes. 5.1 REQUESTS FOR CHANGES INITIATED BY THE CUSTOMER If the Customer wants a change to be made to servers or services operated by Hostnordic, a Request For Change (RFC) form shall be created, filled in by Hostnordic and sent to the Customer for acceptance. Hostnordic will then make a risk evaluation in the RFC and an initial assessment of when the change can be made. The change work shall not be commenced until the customer has accepted the estimated risk, the timetable for implementation and any invoicing for the work. All changes which could affect the operating stability of the solution shall be made using the Request For Change model. This includes, but is not limited to, installation of all forms of software, changes to Operating System configurations and changes to configurations of applications critical for operation. Minor changes, e.g. updating of pages on a website to which the Customer has access to perform himself, shall not be deemed to be Changes in the above sense. 5.2 REQUESTS FOR CHANGES INITIATED BY HOSTNORDIC Changes initiated by Hostnordic fall into two general categories: Changes to general infrastructure, e.g. servers, storage and network and Patch Management, i.e. updatings to Operating Systems and standard software Changes to general infrastructure Changes to general infrastructure will be performed by Hostnordic to secure the current and future stability of the systems operated. Servers and services can be partly or entirely inaccessible in service windows. Changes can be divided into three types: Planned service windows Hostnordic has the right to hold planned service windows in connection with changes, updatings and maintenance of equipment and systems on weekdays in the period 11:00 p.m. to 6:00 a.m. Hostnordic will advise the Customer s primary contact person of the planned service window via . A minimum of seven (7) days notice will be given Agreed service windows Agreed service windows will be arranged when Hostnordic and the Customer can agree on alternative days and times for performance of a request for changes. An agreed service window requires both Hostnordic s and the Customer s acceptance Emergency service window If considerations of the Customer s or the data centre s operating stability so require, Hostnordic may exceptionally perform emergency maintenance on notice of one (1) hour. Hostnordic will advise the Customer s primary contact person by in such cases Patch Management Hostnordic is responsible for performing patch management on the OS and software as specified in Appendix 1 as an element in operations. Patch Management can be divided into three types: Planned Patch Management Hostnordic performs planned patching of approved updatings to the OS and software every Thursday from 3:00 a.m. to 6:00 a.m. CET. Separate advice of these updates is not given Agreed Patch Management On prior acceptance from both Hostnordic and the Customer, alternative patch times can be agreed, e.g. if a patch is released which solves a major problem and is therefore desired as quickly as possible. Hostnordic s Service Level Agreement December 2014 Page 5 of 7
6 Emergency Patch Management If considerations of the Customer s or the data centre s operating stability or security so require, Hostnordic may perform exceptional Emergency Patch Management on notice of one (1) hour. This could, for example, be the case on issue of a security patch which closes a critical security hole in the OS or applications. Hostnordic will advise the Customer s primary contact person by in such cases. 6 CAPACITY MANAGEMENT Hostnordic monitors system resources, including CPU, memory, disk use and network traffic. If it is judged necessary to make changes in capacity, Hostnordic will advise the Customer s primary contact person by with details of the recommended change and a deadline for reaction if Hostnordic is to guarantee continued stable operation. If the deadline is less than five (5) workdays, the will be followed up by a telephone call. The Customer is responsible for reacting to this advice within the time limit specified in the . If this is not done, Hostnordic shall be entitled but not obliged to make the recommended change of resources to ensure stable operation. Added capacity will be invoiced at the same prices as specified in the Contract. 7 BACKUP AND RESTORE 7.1 BACKUP FREQUENCY AND RETENTION All servers are backed up once a day. The backup is performed in full the first time it is made, and then as incremental forever, i.e. only changes are transferred. The backup is made to another physical location where it is kept as per the chosen backup product. Backups are normally made in the period 10:00 p.m. 6:00 a.m., but they may exceptionally be initiated 24x7 if Hostnordic judges it necessary to be able to guarantee regeneration of files. 7.2 REGENERATION OF FILES If required, Hostnordic regenerates files from the backup system as agreed with the Customer. This service is invoiced as per the service catalogue. Individual files are regenerated within a maximum reaction time of four hours. 8 DEFINITIONS Hostnordic uses the following abbreviations and definitions: Change: A planned and approved event which changes a service or a system. CEO: Chief Executive Officer the general manager. CPU: Central Processing Unit the central calculating unit in a computer. (D)DoS: Abbreviation for (Distributed) Denial of Service. A (D)DoS attack is a security event, the object of which is to render one or more servers or network services inaccessible to the legitimate users. It is thus not a (D)DoS if many legitimate users of the system make it unavailable. A (D)DoS attack can usually be identified on the basis of the traffic, which clearly indicates that it is not production traffic. Downtime: The time a service or a system is inaccessible within the Opening Time. Hostnordic s Service Level Agreement December 2014 Page 6 of 7
7 Uptime: Specifies the percentage relationship between the time the service or system has been accessible in the Opening Time relative to the Opening Time, and is calculated per calendar month: Uptime % = Opening Time Downtime Opening Time 100% OS: Operating System a computer s operating system. Patch: A software update for e.g. an operating system, an application or a firmware. A Patch normally fixes an error or a security hole in the software. Service Window: An agreed time where changes, patches etc. can be implemented with minimal disturbance to the systems. Opening Time: The time for which it is agreed that a service or a system will be accessible, minus Service Windows. Hostnordic s Service Level Agreement December 2014 Page 7 of 7
SERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENT Delivering the as a service to users Maintaining the integrity of a solution and its ability to operate error-free despite changes in configuration, software versions, operating
More informationSaaS Terms & Conditions
SaaS Terms & Conditions These SaaS Terms and Conditions ( SaaS Terms ) are part of the Serraview Services Agreement ( Agreement ) which governs Client s (also referred to herein as you or your ) use of
More informationHOSTING SERVICES AGREEMENT
HOSTING SERVICES AGREEMENT 1 Introduction 1.1 Usage. This Schedule is an addition to and forms an integral part of the General Terms and Conditions, hereafter referred as the "Main Agreement". This Schedule
More informationService Level Agreement
Service Level Agreement For DanDomain server and infrastructure services Contents 1. Introduction... 2 2. Definitions... 3 3. Technical support... 4 4. Hotline... 4 5. Change requests... 4 6. Maintenance
More informationSAAS MADE EASY: SERVICE LEVEL AGREEMENT
SAAS MADE EASY: SERVICE LEVEL AGREEMENT THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY ( SaaS Made Easy ). Capitalized terms used herein but not otherwise defined
More informationAdlib Hosting - Service Level Agreement
Adlib Hosting - Service Level Agreement June 2014 This service level agreement (SLA) applies to the Adlib Hosting services provided by Axiell ALM Netherlands BV, and includes the activities and facilities
More informationElearning Experts Service Agreement
Elearning Experts Service Agreement Application Hosting Support Availability Support Cases Elearning Experts Uptime Storage Bandwidth and Video Streaming Software Upgrades Software Additions and Customizations
More informationIBM AIX MANAGED SERVICES:
IBM AIX MANAGED SERVICES: REMOTE MONITORING REMOTE ADMINISTRATION MANAGED HOSTING Reduce Your IBM AIX (pseries) Operating Costs & Get Higher Uptime. Let Connectria Help Run Your IBM AIX (pseries) Environment.
More informationIxonos Cloud Solutions - A Review
Capacity Services Ixonos Plc 2015 TABLE OF CONTENTS TABLE OF CONTENTS... 2 1 Service description... 3 1.1 Environment... 3 1.2 Security services... 4 1.3 Data Center facilities... 5 2 Service levels...
More informationSchedule 2Z Virtual Servers, Firewalls and Load Balancers
Schedule 2Z Virtual Servers, Firewalls and Load Balancers Definitions Additional Charges means the charges payable in accordance with this schedule. Customer Contact Centre means Interoute s Incident management
More informationSERVICE LEVEL AGREEMENT. CUIT Converged Infrastructure: Infrastructure Services for VM Hosting
SERVICE LEVEL AGREEMENT CUIT Converged Infrastructure: Infrastructure Services for VM Hosting Version: 1.0 Author: CUIT Date: August, 2015 Table of Contents 1.0Document Change History 2.0 Overview 2.1
More informationSERVICE SCHEDULE PULSANT ENTERPRISE CLOUD SERVICES
SERVICE SCHEDULE PULSANT ENTERPRISE CLOUD SERVICES This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied
More informationSchedule 5: SaaS Premium Service Level Agreement
Schedule 5: SaaS Premium Service Level Agreement Service Level Agreement Number - - - - - _- _- _- _ ( ) Document Version: SLA (with SAAS) V_1_4 Contents 1. Provision of Service Warranty 3 1.1. Formula
More informationImproving. Summary. gathered from. research, and. Burnout of. Whitepaper
Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level
More informationWeb Drive Limited TERMS AND CONDITIONS FOR THE SUPPLY OF SERVER HOSTING
Web Drive Limited TERMS AND CONDITIONS FOR THE SUPPLY OF SERVER HOSTING Application of Terms Agreement to these terms requires agreement to Web Drive s Standard Terms & Conditions located online at the
More informationTHIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY COMPANY.
THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY COMPANY. Capitalized terms used herein but not otherwise defined shall have their respective meanings set forth in the End User
More informationMICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA )
MICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA ) V1.20 April, 2006 PURPOSE: This purpose of this Service Level Agreement ( SLA ) is to document the level of service provided with the Microsoft
More informationAppendix 4. Service Level Agreement (SLA) Data Center Services
Appendix 4 Service Level Agreement (SLA) Data Center Services Document no. Document name I-B-VG-006 Anhang4_DatacenterSLA.docx Version/Date Version 2.1, Month dd, 2011 Classification Written by PUBLIC
More informationCLOUD SERVICE SCHEDULE Newcastle
CLOUD SERVICE SCHEDULE Newcastle 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule,
More informationOPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES
OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management
More informationSERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES
SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Customer
More informationSERVICE SCHEDULE PUBLIC CLOUD SERVICES
SERVICE SCHEDULE PUBLIC CLOUD SERVICES This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under a Contract
More informationSERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENT Cloud Server This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Intermedia.Net, Inc. ( Intermedia
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 informationCloud-based Managed Services for SAP. Service Catalogue
Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...
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 informationA Glossary of Web Hosting Terms
Limited www.webdrive.co.nz PO Box 302829 North Harbour North Shore City 0751 Telephone: 0800 SPECIFIC SERVICE TERMS These specific service terms must be read in conjunction with 's General Terms and Conditions
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 informationINFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia
INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia 1 DEFINITIONS Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions:
More informationJuly 2013. Brennan IT Voice and Data. Service Level Agreement
July 2013 Brennan IT Voice and Data Service Level Agreement 1. Introduction This document describes the service level commitment to Brennan IT Clients in relation to the following services (together referred
More informationSERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENT CHANGE HISTORY Version Date Remarks 4.7 2-2-2016 Changed the URL to the editions on the website. Table of contents 1 INTRODUCTION... 3 1.1 AGREEMENT AND PARTIES... 3 1.2 OBJECT
More informationCloud IU for SharePoint. Service Description
Cloud IU for SharePoint Service Description Contents 1 Overview... 4 2 Service Features... 4 3 Installation and Support... 5 3.1 Installation and Migration... 5 3.2 Ongoing Support... 5 3.3 Operational
More information(c) Support Response Time Target 30 minute Support Response Time Target for Emergency Incidents; and
Service Level Terms Service Level Agreement Public IaaS Service Level Terms This document (the Public IaaS Service Level Terms ) describes the Service Levels and Service Level Credits applicable to Cisco
More informationSHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010
SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 This Service Level Agreement (SLA) ( Service Level Agreement or Agreement or SLA ) is by and between Bizcom Web Services, Inc. (the "Company")
More informationIBM Workload Automation
IBM Workload Automation Service Definition 1 1. Summary 1.1 Service Description IBM Workload Automation (SaaS) is a service management solution that allows customers to model the business processes one
More informationThe remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service.
(SLA) The remedies set forth in this SLA are your sole and exclusive remedies for any failure of the service. Network Internal Network The internal network includes cables, switches, routers, and firewalls
More informationHOSTEDMIDEX.CO.UK. Additional services are also available according to Client specific plan configuration.
HOSTEDMIDEX.CO.UK THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO CLIENT BY THE SUPPLIER. I. Service Definition Lanmark Technical Services Ltd trading as mailhosted.co.uk
More informationHow To Support A Client On A Contract With Bps Resolver
Service Level Agreement for Vendor-Hosted Solution Introduction This Vendor-Hosted Service Level Agreement ( SLA ) describes certain performance and security components regarding the services provided
More informationIBM G-Cloud Microsoft Windows Active Directory as a Service
IBM G-Cloud Microsoft Windows Active Directory as a Service Service Definition IBM G-Cloud Windows AD as a Service 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business
More informationManaged Support Policy
TABLE OF CONTENTS 1. SERVICE DESCRIPTION 2 2. SUPPORT OPTIONS 2 3. SERVICE SUPPORT HOURS 3 4. MONITORING AND OUTAGES 3 5. SERVICE LEVEL AGREEMENT 4 6. PLANNED MAINTENANCE AND UPGRADES 5 7. TARGET UPTIME
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 informationHOSTING SERVICE DESCRIPTION
SERVICE DESCRIPTION The Managed Hosting service from Interoute provides the Customer with a customised hosting solution for business applications, located within one of Interoute secure data centres. As
More informationPlatform as a Service
Platform as a Service Service Definition Version: 1.0 Version date: October 2015 Classification: Public Backup-as-a-Service Systems Monitoring DR-as-a-Service Storage-as-a-Service Hosted Exchange Colocation
More informationLinux Server Support by Applied Technology Research Center. Proxy Server Configuration
Linux Server Support by Applied Technology Research Center Proxy Server Configuration We configure squid for your LAN. Including transparent for HTTP and proxy for HTTPS. We also provide basic training
More information1.1 SERVICE DESCRIPTION
ADVANIA OPENCLOUD SERCVICE LEVEL AGREEMENT 1.1 SERVICE DESCRIPTION The service is designed in a way that will minimize Advania s operational involvement. Advania administrates the cloud platform and provides
More informationUMHLABUYALINGANA MUNICIPALITY IT PERFORMANCE AND CAPACITY MANAGEMENT POLICY
UMHLABUYALINGANA MUNICIPALITY IT PERFORMANCE AND CAPACITY MANAGEMENT POLICY Originator: IT Performance and Capacity Management Policy Approval and Version Control Approval Process: Position or Meeting
More informationTHIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY ( Exchange My Mail ).
THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY ( Exchange My Mail ). I. Service Definition. Exchange My Mail will provide Hosted Exchange and other Application Services
More informationCLOUD SERVICE SCHEDULE
CLOUD SERVICE SCHEDULE 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule, unless
More informationNetAid Services NETENRICH. Service at a Glance. IT as a Service Offering from NetEnrich. Delivering IT as a Service
Service at a Glance The NetAid service focus goes beyond mere monitoring of network infrastructure to preventative maintenance and proactive intervention. This could be a solution for IT managers who want
More informationAppendix E to DIR Contract Number DIR-TSO-2736 CLOUD SERVICES CONTENT (ENTERPRISE CLOUD & PRIVATE CLOUD)
Appendix E to DIR Contract Number DIR-TSO-2736 CLOUD SERVICES CONTENT (ENTERPRISE CLOUD & PRIVATE CLOUD) Enterprise Cloud Resource Pool Services Features Sungard AS will provide the following in connection
More informationAgilisys G-Cloud Service V
Agilisys G-Cloud Service V Service Definition Endpoint Management Lot 1 Infrastructure as a Service (IaaS) April 2014 At Agilisys we deliver success through innovation working with our clients to transform
More informationAPPENDIX 1 PRODUCT SPECIFICATION
APPENDIX 1 PRODUCT SPECIFICATION Product Specifications Voice System Maintenance Service 1. Introduction This document contains information describing the Voice System Maintenance Service. This document
More informationThe Importance of Software License Server Monitoring White Paper
LicenseMonitor The Importance of Software License Server Monitoring The Importance of Software License Server Monitoring White Paper Introduction In the electronic design automation (EDA) and other CAD
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 informationICT SUPPORT SERVICES
ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The
More informationTHIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS.
THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS. I. Service Definition Infront Webworks, will provide you with cloud based services and other application
More informationGeoNOVA Service Level Agreement Template. Version 3 Final
GeoNOVA April 8, 2005 Version 3 Final Prepared by: The Barrington Consulting Group Suite 2200, 1969 Upper Water Street Halifax, Nova Scotia B3J 3R7 Executive Summary The purpose of the GeoNOVA is to provide
More informationVirtual Server Hosting Service Definition. SD021 v1.8 Issue Date 20 December 10
Virtual Server Hosting Service Definition SD021 v1.8 Issue Date 20 December 10 10 Service Overview Virtual Server Hosting is InTechnology s hosted managed service for virtual servers. Our virtualisation
More informationSensus BPM Cloud Service Level Agreement
Sensus BPM Cloud Service Level Agreement Cloud Services General This Service Level Agreement (SLA) applies to all Cloud agreements entered into by Sensusmethode B.V., specifying the general terms and conditions
More informationBT Assure DoS Mitigation UK
BT Assure DoS Mitigation UK Annex to the Internet Connect UK Schedule Contents A note on we and you... 2 1. Service Summary... 2 2. Service Standard Components... 2 3. Service Options... 2 4. Service Management
More informationImplementation Date: November 9, 2012. Table of Contents. Section Description Page
Recommended by ITM Steering Committee: June 27, 2012 Recommended by President s Council: November 9, 2012 Approved by Executive Committee: January 24, 2013 NAIT Guideline ITM.1.6 ITS Help Desk Implementation
More informationThe remedies set forth within this SLA are your sole and exclusive remedies for any failure of the service.
The remedies set forth within this SLA are your sole and exclusive remedies for any failure of the service. NETWORK INTERNAL NETWORK The internal network includes cables, switches, routers, and firewalls
More informationTHIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY.
THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY. Capitalized terms used herein but not otherwise defined shall have their respective meanings set forth in the End
More informationITIL Essentials Study Guide
ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:
More informationThe following definitions will apply to the provision of the Service, in addition to those in the
Conditions for ICT Partner Solutions Service Schedule for SAS Support Services 1. Definitions and Interpretation The following definitions will apply to the provision of the Service, in addition to those
More informationSERVICE SCHEDULE DEDICATED SERVER SERVICES
SERVICE SCHEDULE DEDICATED SERVER SERVICES This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under a
More informationManaged Storage Service Level Agreement (SLA)
Service Level Agreement Page 1 of 8 Managed Storage Service Level Agreement (SLA) Vanderbilt Information Technology Services 1. Parties to the Agreement This service level agreement is valid from the start
More informationCSC BizCloud VPE Service Offering Summary. CSC i
Table of Contents OVERVIEW... 1 BIZCLOUD VPE SOLUTION SUMMARY... 1 BIZCLOUD VPE INFRASTRUCTURE... 1 Hardware and Virtualization Layer... 2 Compute Components... 2 Storage 2 CSC SUPPORT FOR THE BIZCLOUD
More informationServer Management & Monitoring Quick Guide
Server Management & Monitoring Quick Guide Updated August 10, 2015 2015 EarthLink. Trademarks are property of their respective owners. All rights reserved. 2 Server Management & Monitoring - Overview Service
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 informationVirtual Private Cloud. Service Level Agreement. Terms and Abbreviations
Virtual Private Cloud. Service Level Agreement Terms and Abbreviations Customer's Control Panel the web page intended for managing the Services rendered by the Executor, retaining the Customer's actual
More informationService Level Agreement for Database Hosting Services
Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement
More informationDomain Name Service Service Level Agreement (SLA) Vanderbilt Information Technology Services
Service Level Agreement Page 1 of 7 Domain Name Service Service Level Agreement (SLA) Vanderbilt Information Technology Services 1. Agreement This agreement is to define Domain Name Service (DNS) provided
More informationAdministration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015
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
More informationSERV SER ICE OPERA OPERA ION
SERVICE OPERATION Service Operation Achieving i effectiveness and efficiency i in the delivery and support of services so as to ensure value for the customer and the service provider SOURCE: ITIL Service
More informationBloom Enhanced Performance Monitoring Service Level Agreement
Bloom Enhanced Performance Monitoring Service Level Agreement 1 SERVICE DESCRIPTION The Enhanced Performance Monitoring Service provides an enterprise-class level of assurance with regards to the performance
More informationDistributed Hosting. Service Description. Administrative Information Technology Services
Administrative Information Technology Services Distributed Hosting Release: 1.5 : 3/29/12 Owner: Production Engineering group Service Description AITS provides centrally managed hosting solutions for customers
More informationService Level Agreement SAN Storage
Service Level Agreement SAN Storage Executive Summary This Service Level Agreement defines the support provided by UCIT to the University of Cincinnati s Storage Area Network (SAN) users as well as the
More informationMicrosoft Hyper-V Powered by Rackspace & Microsoft Cloud Platform Powered by Rackspace Support Services Terms & Conditions
Microsoft Hyper-V Powered by Rackspace & Microsoft Cloud Platform Powered by Rackspace Support Services Terms & Conditions Your use of the Microsoft Hyper-V Powered by Rackspace or Microsoft Cloud Platform
More informationS E R V E R C E N T R E H O S T I N G
S E R V E R C E N T R E H O S T I N G Managed Hosting Multi Tenant Platform Microsoft Dynamics CRM 2013 Service Level Agreement Server Centre Hosting Limited Master Version - 2.1 Server Centre Hosting
More informationWhich ITIL process or function deals with issues and questions about the use of services, raised by end users?
1 of 40 Which ITIL process or function deals with issues and questions about the use of services, raised by end users? A. Availability Management B. Service Level Management C. Problem Management D. Service
More informationConcise Creative Hosting Arrangement
Concise Creative Hosting Arrangement Please read the following information carefully. It will answer many of the questions that you may have regarding our hosting services. What is hosting? Hosting is
More informationService Level Agreement between LCMS Plus, Inc. and [CLIENT SCHOOL]
Service Level Agreement between LCMS Plus, Inc. and [CLIENT SCHOOL] 1) Purpose and Scope This is a Service Level Agreement (SLA) between LCMS Plus, Inc. ( the Company ) and CLIENT SCHOOL (the Institution
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 informationStatement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint
Statement of Service Enterprise Services - MANAGE AppTone Server Management for SharePoint CUSTOMER Proprietary Rights The information in this document is confidential to Arrow Managed Services, Inc. and
More informationUMHLABUYALINGANA MUNICIPALITY IT CHANGE MANAGEMENT POLICY
UMHLABUYALINGANA MUNICIPALITY IT CHANGE MANAGEMENT POLICY Originator IT Change Management Policy Approval and Version Control Approval Process: Position or Meeting Number: Date: Recommended by Director
More informationMAILGUARD, WEBGUARD AND EMAIL ARCHIVING SERVICE SCHEDULE
MAILGUARD, WEBGUARD AND EMAIL ARCHIVING SERVICE SCHEDULE 1. APPLICABILITY This Service Schedule is applicable only to the COF for the purchase of Mail Guard, Web Guard and Mail Archiving Services, to the
More informationMarval Software Limited. G Cloud iii Framework Service Definition
1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)
More informationExam : EX0-100. Title : ITIL Foundation Certificate in IT Service Management. Ver : 08.01.06
Exam : EX0-100 Title : ITIL Foundation Certificate in IT Service Management Ver : 08.01.06 QUESTION 1 The successful diagnosis of a problem results in a Known Error. On the basis of this Known Error a
More informationService Level Agreement
Exhibit No. 1 to Agreement No. H/ of 201_ 1. Terms and Definitions Service Level Agreement 1.1. Services (see description of tariff plans at Provider s web site at: http://www.inoventica-services.ru) 1.1.1.
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 informationHosted OCS Service Definition
Hosted OCS Service Definition SD033 v1.2 Issue Date 28 th February 2013 Hosted OCS Service Definition Overview InTechnology s Hosted OCS service is a corporate Instant Messaging (IM), Presence, and Conferencing
More informationDedicated Server Service Level Agreement
Dedicated Server Service Level Agreement TERMS & CONDITIONS www.tagadab.com INTRODUCTION This Service Level Agreement (SLA) is provided as a supplement to: i. The Order Form ii. The Tagadab Business Terms
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 informationSERVICE DESCRIPTION Wide Area Network
SERVICE DESCRIPTION Wide Area Network Date: 14.12.2015 Document: Service description: Wide Area Network TABLE OF CONTENTS Page 1 INTRODUCTION 3 2 SERVICE DESCRIPTION 4 2.1 Basic service 4 2.2 Options 6
More informationOur Server Support. Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015
Our Server Support Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015 Telephone Sales and Accounts 0161 232 0001 Technical Support 0161 232 0125 Email
More informationCreating A Highly Available Database Solution
WHITE PAPER Creating A Highly Available Database Solution Advantage Database Server and High Availability TABLE OF CONTENTS 1 Introduction 1 High Availability 2 High Availability Hardware Requirements
More informationHP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Customer Support Contractual Service Package
HP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Customer Support Contractual Service Package Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with
More informationService Level Agreement
The contents of this document are subject to revision without notice due to continued progress in methodology, design and manufacturing. Wireless Maingate AB shall have no liability for any error or damages
More informationSmartImpact MS Dynamics CRM. Support Service Definition
SmartImpact MS Dynamics CRM Support Service Definition Alliance House, 12 Caxton Road, London, SW1H 0QS United Kingdom Phone: +44 (0) 84 5544 2043 E-mail: info@smartimpact.co.uk http://www.smartimpact.co.uk/
More information