Service Level Agreement

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Service Level Agreement"

Transcription

1 Dakota Cloud Recovery December, 2014

2 Table of Contents Table of Contents Introduction Dakota Cloud Recovery Responsibilities and Obligations Installation and Configuration Training Support and Problem Escalation Backup and Restore of Customer Data Service Upgrades and Maintenance Customer Responsibilities and Obligations Installation and Configuration Training Support and Problem Escalation Customer Backup and Restore of Data Reports Service and Maintenance Support and Escalation Procedure Customer Escalation Priorities Disaster Recovery - High Priority Performance Level Agreement... 9 Page 2

3 1. Introduction This document details specific responsibilities for both Dakota Cloud Recovery and the customer to ensure that the Dakota Cloud Recovery service (a data backup and recovery service) is properly commissioned and defines what will happen in the event that a problem occurs. The document also specifically details those circumstances under which the service will be deemed to be outside of the Service Level Agreement. 2. Dakota Cloud Recovery Responsibilities and Obligations Dakota Cloud Recovery will provide an automated mechanism whereby the customer will be able to backup data from all designated servers and network connected desktop. Subject to the conditions outlined in this document Dakota Cloud Recovery will undertake that the product and services delivered to customer will function as specified Installation and Configuration An authorized Dakota Cloud Recovery representative will install the specified products and services to the customer site on a pre-arranged installation date, or dates, to be agreed on signing of the Contract Agreement. All defined products and services will be installed, commissioned and tested to ensure that the equipment is functionally operational. A Dakota Cloud Recovery authorized representative will demonstrate to a nominated customer representative that the service is capable of backing up data from the customer network. At this point, the Dakota Cloud Recovery authorized representative will hand over the Dakota Cloud Recovery service to the customer and notify the Dakota Cloud Recovery Data Center that the service is live and fully commissioned. The Dakota Cloud Recovery authorized representative will present the nominated authorized customer representative with a Signature Document Training Optionally, the authorized customer representative will be trained to create a backup set, to administer and schedule backups, and to restore data from the Dakota Cloud Recovery System on the date of installation. Additional training at Dakota Cloud Recovery s standard hourly rate. Page 3

4 2.3. Support and Problem Escalation Dakota Cloud Recovery will provide the customer with access to a manned 5-day, 7 am to 5 pm MDT, excluding national holidays, Customer Support Team Backup and Restore of Customer Data Within the terms of this Service Level Agreement, Dakota Cloud Recovery will be responsible for ensuring that the Dakota Cloud Recovery service and all associated components will be available to backup customer data that has been defined in all valid backup sets by the Dakota Cloud Recovery will be responsible for ensuring that the Dakota Cloud Recovery service and all associated components will be available to restore customer data that has been previously backed up and stored on the customer s offsite Dakota Cloud Recovery System Service Upgrades and Maintenance Dakota Cloud Recovery will be responsible for the provision, management and installation of all product and service releases and engineering changes (hardware, software or firmware) that it deems necessary to maintain and/or upgrade the product and services. IMPORTANT: Upon installation, customer will be issued with encryption keys or passwords. Dakota Cloud Recovery will accept no responsibility for storing the customer's Dakota Cloud Recovery encryption keys or passwords. Loss of the keys or passwords by the customer will prevent recovery of the Dakota Cloud Recovery service and the customer's backup data. 3. Customer Responsibilities and Obligations Although Dakota Cloud Recovery is a managed service proposition and Dakota Cloud Recovery will be responsible for the availability of the service components, the day-to-day operation of the Dakota Cloud Recovery Service will, in part, depend on certain key processes and related equipment which are wholly under the customer s control Installation and Configuration The customer will be responsible for providing authorized and free access for a Dakota Cloud Recovery representative to deliver the product and services to site on a pre-arranged installation Page 4

5 date. The customer will be responsible for providing the necessary power, network connection and appropriate environment to support the Dakota Cloud Recovery solution. The customer will make available a nominated and appropriately qualified representative to work with the Dakota Cloud Recovery representative during the installation of all the necessary product and services, as defined in the contract. The customer nominated representative will confirm that the backup functionality of the service has been demonstrated to his/her satisfaction. The nominated customer representative will then accept delivery of the Dakota Cloud Recovery Service as a fully commissioned service. The nominated customer representative will sign the Signature Document and present this to the Dakota Cloud Recovery authorized representative. IMPORTANT: The customer is solely responsible for storing their Dakota Cloud Recovery encryption keys or passwords in a secure location. Loss of the keys or passwords by the customer will prevent recovery of the Dakota Cloud Recovery service and the customer's backup data Training Unless otherwise agreed, the customer will be responsible for nominating a representative to undertake the optional training by Dakota Cloud Recovery. At the customers discretion, the customer may nominate one person who is capable of creating a backup set and schedule, backing up and restoring data using the Dakota Cloud Recovery Customer Administrator Console and escalating a problem using the procedures outlined in the Support and Escalation Procedure section of this document Support and Problem Escalation The customer nominated representative will be responsible for promptly reporting any problems directly to the Dakota Cloud Recovery Customer Support Team in accordance with the escalation procedures outlined in the Support and Escalation Procedure section of this document Customer Backup and Restore of Data The customer will be responsible for the availability of their network and those systems to be backed up by the Dakota Cloud Recovery Service. The customer will be responsible for defining appropriate backup configurations and schedules for those systems to be backed up. Page 5

6 Dakota Cloud Recovery cannot guarantee to successfully backup all open files. The open files that fail to backup are reported to the customer by the Dakota Cloud Recovery service. The customer will be responsible for reviewing such occurrences and modifying their backup sets as appropriate. For confidentiality and security reasons data transmitted is never opened or read by any of the Dakota Cloud backup & recovery processes. It therefore remains the customer responsibility to ensure that data integrity, including virus checking, is maintained. The customer will be responsible for performing all data restore operations. Upon customer request Dakota Cloud Recovery will provide assistance. Data restores or test restores requiring Dakota Cloud Recovery technical support (greater than 30-minutes per incident) are billable at our standard hourly rate. Support outside normal business hours (M-F, 7 AM to 5 PM MDT) is billable at time and a half of our standard hourly rate Reports The customer will be responsible for reviewing and acting upon the automated daily backup summary reports provided by the Dakota Cloud Recovery service. Upon customer request, Dakota Cloud Recovery will provide telephone assistance in answering customer questions pertaining to the reports during normal operating hours. The trained customer representative will be responsible for reviewing the detailed logs generated by the Dakota Cloud Recovery service. Upon customer request, Dakota Cloud Recovery will provide assistance during normal operating hours Service and Maintenance The customer will accept installation of all product and service releases and engineering changes (hardware, software or firmware) deemed necessary by Dakota Cloud Recovery to maintain and/or upgrade the Dakota Cloud Recovery service. 4. Support and Escalation Procedure 4.1. Customer Escalation Priorities The following table defines the escalation priorities to be used by the customer and Dakota Cloud Recovery in opening calls concerning the Dakota Cloud Recovery Service. Priority Classification Call Logging Time to Fix Typical Event 3 Page 6 General inquiry or 8:00 am to Within 3 Billing or documentation query

7 (Low) problem which has no operational impact on the customer system. 5:00 pm MT weekdays business days or to timescale agreed with Request to move or re-deploy services General product / functionality enquiry report generation issues general advice and guidance product / service enhancements. Logged calls will be serviced on a first-come-first served basis and typically resolved within 2 business days. 2 (Medium) Customer or Dakota Cloud Recovery have identified a possible error or fault with the installed Dakota Cloud Recovery service but which has no critical effect on any other part of the service. 8:00 am to 5:00 pm MT weekdays Before end of next business day or to time scale agreed with Previously installed and working Dakota Cloud Recovery Client software now not functioning correctly Problem backing up a single customer system. If logged during business day (08:00 am - 5:00 pm MT Monday to Friday) and an immediate resolution is not available the call will receive attention during the next business day. 1 (High) Customer or Dakota Cloud Recovery have identified a possible error or fault with the installed Dakota Cloud Recovery service which is affecting multiple customer clients or causing severe impact to system operations. 8:00 am to 5:00 pm MT weekdays 0-24 hours from time of call log or to time scale agreed with! Escalation of Priority 2 call! Customer unable to restore data! Customer experiencing Dakota Cloud Recovery related problems backing up from multiple systems Call referred immediately to Dakota Cloud Recovery Customer Service Representative who will become the primary point of contact and co-ordinate recovery actions. If problem requires onsite technical support this will be scheduled with the Page 7

8 Some calls may require further investigation and even internal escalation by our technical specialists. Although we will aim to resolve an open call in the shortest possible timeframe, this may, in some cases depend on the availability of diagnostic information from the Customer. In this case Dakota Cloud Recovery will monitor events at every stage throughout the diagnostic process and keep the Customer informed of progress. Any investigative work carried out by Dakota Cloud Recovery personnel on a fault that is found not to be the responsibility of Dakota Cloud Recovery will potentially incur charges at the normal hourly rate. Should travel and accommodation be involved, this will also be charged at cost to the 4.2. Disaster Recovery - High Priority In the event of the customer invoking a disaster recovery, or disaster recovery test, the normal Dakota Cloud Recovery Service Level Agreement will be suspended for the duration of the disaster recovery. During this time the following disaster recovery Service Level Agreement will be put into effect. Disaster Recovery Priority Classification Call Logging Time to Fix High Customer invokes an onsite disaster recovery. 24 hrs. x 7 days x 365 days Problem determination will start immediately and a recovery plan will be proposed to the customer depending on the exact nature, location and scale of the problem. Problem resolution activity will be maintained on a 24 hour basis until the problem is resolved. Typical Event! Major data loss! Loss of entire customer site! Scheduled disaster recovery test Call referred immediately to Customer Service Representative who will become the primary point of contact and coordinate the following actions:! Notify all relevant members of the Dakota Cloud Recovery Senior Management Team! Review of any previous call history! Review of database and remote diagnostic support systems! Implement repair/replacement/crash Response Team procedure! Arrange arrival onsite of Dakota Cloud Recovery technical personnel, if applicable! Communicate problem status updates to customer on a regular basis! Contact the customer to confirm successful resolution If a problem requires an onsite technical visit, this will be scheduled with the Page 8

9 5. Performance Level Agreement Dakota Cloud Recovery acknowledges that the consistent availability and performance of the Dakota Cloud Recovery service is essential to ensuring that the customer's data can be effectively backed up, transferred offsite and made available for retrieval upon request. Subject to the customer having fulfilled their obligations under the terms of the SLA, Section 3, the following performance level criteria will apply: The service will be considered to be outside of an acceptable performance level if: If, in the event that the customer notifies Dakota Cloud Recovery of a site disaster situation requiring the recovery process to be invoked, and Dakota Cloud Recovery does not provide the customer with a completely working system and full set of the customer's data onsite within 72 hours of the call being logged and confirmed, then the customer will be credited with an amount equal to one month's current service charge as a credit against the account. Page 9

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES

SERVICE 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 information

SERVICE LEVEL AGREEMENT

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 information

SaaS Terms & Conditions

SaaS 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 information

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SUPPORT SERVICES SERVICE LEVEL AGREEMENT SUPPORT SERVICES (SERVICE LEVEL AGREEMENT) Definitions: Acknowledged means an acknowledgement of the Receipt either by phone or email; Additional Services means

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

Domain Name Service Service Level Agreement (SLA) Vanderbilt Information Technology Services

Domain 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 information

Microsoft Lync Service Level Agreement. Publish Date: 19/06/14 Version: 1.2. Microsoft Lync Service Level Agreement

Microsoft Lync Service Level Agreement. Publish Date: 19/06/14 Version: 1.2. Microsoft Lync Service Level Agreement Microsoft Lync Service Level Agreement Publish Date: 19/06/14 Version: 1.2 Microsoft Lync Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional

More information

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1

Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1 Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported

More information

REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST 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 information

Managed Storage Service Level Agreement (SLA)

Managed 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 information

Customer Support Policy

Customer Support Policy Customer Support Policy This Customer Support Policy ( Policy ) describes the Support that Invenias provides to Customers that have paid all applicable fees and that are using Licensed Software in a Supported

More information

ASIAN 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 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 information

Publish Date: 30/06/14 Version: 1.2

Publish Date: 30/06/14 Version: 1.2 Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage

More information

IT Support & Maintenance Contract

IT Support & Maintenance Contract IT Support & Maintenance Contract This document has been produced by STOCK IT Ltd, www.stockit.co.uk, an IT company offering technology advice & support for small businesses. Company Registration No: 9060944

More information

Sample Service Level Agreement

Sample Service Level Agreement Sample Service Level Agreement Managed Services Prepared for CLIENT NAME by PETRYNA ADVERTISING Version 0.1 PETRYNA ADVERTISING will deliver valuable and highly effective Managed Services to CLIENT NAME.

More information

Fully 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. 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 information

Storage Area Network (SAN) Services - SLA

Storage Area Network (SAN) Services - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and the Enterprise Storage and Backup Group (SBG) to document: The technology services SBG provides to the customer The

More information

CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK. GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com

CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK. GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com CRAY GOLD SUPPORT SUPPORT OPERATIONS HANDBOOK GOLD-SOHB 2.2-90213 Page 1 of 22 www.cray.com Table of Contents Document Version History... 4 About Cray Customer Service... 5 About this document... 6 1.

More information

HP 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 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 information

HP Support Plus and Support Plus 24 - U.S.

HP Support Plus and Support Plus 24 - U.S. HP Support Plus and Support Plus 24 - U.S. HP Care Pack Services Technical data HP Support Plus Service is composed of comprehensive hardware and software services that enable you to increase the availability

More information

Sure Managed Networks Essential Level Support Service Terms & Conditions

Sure Managed Networks Essential Level Support Service Terms & Conditions Essential Level Support Service Description Sure s Support Service combines traditional maintenance and technical support services to support your Customer Premises Equipment. It enables enhanced service

More information

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level

Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer

More information

Symmetry Networks. Corporate Managed Services Schedule

Symmetry 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 information

Support Policy METHODS OF SUPPORT WEB TICKET SUPPORT:

Support Policy METHODS OF SUPPORT WEB TICKET SUPPORT: Support Policy Constellix employs a dedicated support staff to assist our clients with all of our products and services. The purpose of this policy is to clearly lay out Constellix s support policies and

More information

1 Introduction. 2 Design and Functionality. 3 Client Support

1 Introduction. 2 Design and Functionality. 3 Client Support Changefirst Enterprise Service Level Agreement 1 Introduction This Service Level Agreement between Changefirst and the Client describes the support processes and services which Changefirst provides to

More information

Service Level Agreement: Support Services (Version 3.0)

Service Level Agreement: Support Services (Version 3.0) Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer

More information

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE

FULLY 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 information

IT Administration including SIMS Support

IT Administration including SIMS Support IT Administration including SIMS Support Service Level Agreement www.eisit.uk info@eisit.uk Tel: 0300 065 8800 Fax: 01622 663591 EIS The Shepway Centre, Oxford Road, Maidstone, Kent, ME15 8AW Contents

More information

Method Statement Switchboard Services

Method Statement Switchboard Services CONFORMED COPY Method Statement Revision History Revision Date Reviewer Status 23 March 2007 Project Co Final Version 1 Table of Contents 1 Objectives... 3 2 Management Supervision and Organisation Structure...

More information

SLA.11 Incident Reporting & Resolution

SLA.11 Incident Reporting & Resolution OIS Service Level Agreement FY 2012-2013 Version 6.0 The resolution of problems often requires a collaborative effort among a number of organizations and the people in those organizations. This section

More information

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The

More information

END-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION

END-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 information

Customer Support Handbook

Customer Support Handbook Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting

More information

End-User Remote Support and Helpdesk Services

End-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 information

CLOUD SERVICE SCHEDULE Newcastle

CLOUD 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 information

MRV Communications Customer Support Program. 1. Overview

MRV Communications Customer Support Program. 1. Overview 1. Overview This describes MRV s support and service capabilities and terms within the. MRV shall provide the Services described below as selected and detailed on the Purchase Order for which MRV has been

More information

Cray XC Series and Analytics Maintenance & Support

Cray XC Series and Analytics Maintenance & Support Cray XC Series and Analytics Maintenance & Support Five Maintenance & Support service levels are available to Customers that purchase either a Cray XC series Supercomputer ( Cray XC System ) or a Cray

More information

The Service Provider will monitor the VM for the Customer and provide notifications on an opt in basis, which is strongly recommended.

The Service Provider will monitor the VM for the Customer and provide notifications on an opt in basis, which is strongly recommended. Virtual Machine Service Level Agreement 1. Agreement This agreement is to define Virtual Server Collocation services provided to a Customer. Typically, services definitions include hours, availability,

More information

IT Help Desk Call Priorities

IT Help Desk Call Priorities Author Zachary Nashed Document Name Call Priorities Version Control IT Help Desk Priorities_1.01 03/07/08 -Updated IT Help Desk Priorities_1.02 05/08/09-Updated IT Help Desk Priorities_1.03 24//08/09-Updated

More information

S1200 Technical Support Service Overview

S1200 Technical Support Service Overview S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without

More information

Service Proposal. ALASKA COMPUTER SUPPORT Service Level Agreement

Service Proposal. ALASKA COMPUTER SUPPORT Service Level Agreement Service Proposal For From Company Name Here Michael Wheeler 9078687300 Ext 7001 Alaska Computer, LLC 9078687300 Reliable, Professional IT Services 750 E. Fireweed Ln Suite 100 Anchorage, Alaska 99503 About

More information

RSA SecurID Tokens Service Level Agreement (SLA)

RSA SecurID Tokens Service Level Agreement (SLA) RSA SecurID Tokens Service Level Agreement (SLA) 1. Agreement This Agreement defines RSA SecurID services provided to a Customer. Service definitions include responsibilities, hours, availability, support

More information

Hosted Contact Centre (HCC) Customer Service Plan

Hosted Contact Centre (HCC) Customer Service Plan Hosted Contact Centre (HCC) Customer Service Plan December 2014 1. Introduction The purpose of this Customer Service Plan (CSP) is to set out the agreed day to day working practices between BT Wholesale

More information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support

More information

Adlib Hosting - Service Level Agreement

Adlib 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 information

CareFree Cloud Server and Data Backup & Disaster Recovery Statement of Work

CareFree Cloud Server and Data Backup & Disaster Recovery Statement of Work CareFree Cloud Server and Data Backup & Disaster Recovery Statement of Work This Cloud Server and Data Backup & Disaster Recovery Statement of Work ( SOW ) is governed under the Master Service Agreement

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed 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 information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Care Pack Services

HP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Care Pack Services HP Hardware Support Onsite 6-Hour Call-to-Repair Service HP Care Pack Services Technical data Today, businesses rely on IT for sharing critical information between people, departments, and sites. System

More information

OPERATIONAL 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 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 information

CloudBolt Software, Inc. Maintenance and Support. 1.3 M&S Fees means those fees that are applicable to the M&S as specified in a Quote/Order Form

CloudBolt Software, Inc. Maintenance and Support. 1.3 M&S Fees means those fees that are applicable to the M&S as specified in a Quote/Order Form www.cloudboltsoftware.com/legal/supportagreement.pdf CloudBolt Software, Inc. Maintenance and Support 1. 0 Definitions. Terms defined in the CloudBolt Software, Inc., End User License Agreement shall have

More information

EXHIBIT FOR MANAGED SERVICES (2013V3)

EXHIBIT FOR MANAGED SERVICES (2013V3) EXHIBIT FOR MANAGED SERVICES (2013V3) This Exhibit for Managed Services, in addition to the General Terms, the OnDemand Exhibit, and any applicable PDM, applies to any Managed Services offering licensed

More information

Ongoing Help Desk Management Plan

Ongoing Help Desk Management Plan Ongoing Help Desk Management Plan HELP DESK IMPLEMENTATION /MANAGEMENT The Vendor shall provide in its Response to DIR a Help Desk Implementation Plan which shall include, but not be limited to: a. Customer

More information

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter

Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter Managed Service for MaaS360 Helpdesk to Helpdesk Support Service Charter { Page 1 Contents 1. Managed Service for MaaS360 Helpdesk to Helpdesk Support 3 1.1 Introduction 3 1.2 Scope of service 3 1.3 Exclusions

More information

Service Level Agreement (SLA) for Customer by Company name

Service Level Agreement (SLA) for Customer by Company name (SLA) for Customer by Effective Date: 10-08-2010 Document Owner: Version Version Date Description Author 1.0 10-08-2010 Bob Smith 1.1 15-08-2010 Revised Dave Jones Approval (By signing below, all Approvers

More information

Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS

Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS 1/04/2015 Secondary School ICT Service Specification by: 1 Andrea Warburton ONE IT SERVICES AND SOLUTIONS SERVICE SPECIFICATION One IT Services and Solutions offer a one stop shop ICT support service,

More information

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and

More information

Dynamics CRM - Support Service Description

Dynamics CRM - Support Service Description Service Description Contents CRM SUPPORT PLANS... 3 SUPPORT DEFINITIONS... 4 Incident Management... 4 Request Fulfilment... 4 Event Management... 4 Service Availability... 4 Response Time... 5 Resolution

More information

Service Level Agreement for Vendor-Hosted Solution

Service Level Agreement for Vendor-Hosted Solution 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 information

Texas Comptroller of Public Accounts

Texas Comptroller of Public Accounts Texas Comptroller of Public Accounts Susan Combs, Comptroller Request for Information for Mobile Device Management Products and Services RFI#0313VC March 20, 2013 Page 1 of 7 A. Summary 1. Type of Document:

More information

ensurcloud Service Level Agreement (SLA)

ensurcloud Service Level Agreement (SLA) ensurcloud Service Level Agreement (SLA) Table of Contents ensurcloud Service Level Agreement 1. Overview... 3 1.1. Definitions and abbreviations... 3 2. Duties and Responsibilities... 5 2.1. Scope and

More information

i. Maintenance of the operating system, applications, content on the server, or fault tolerant network connections

i. Maintenance of the operating system, applications, content on the server, or fault tolerant network connections Physical Co-location Service Level Agreement 1. Agreement This agreement is to define Physical Server Co-location services provided to a Customer. Typically, service definitions include hours, availability,

More information

Service Specification. ICT Support 2014/2015

Service Specification. ICT Support 2014/2015 Service Specification ICT Support 2014/2015 1 Contents: ICT Service Specification... 3 Contract Options... 3 Additional Consultancy Days... 5 ICT Projects... 5 Service Desk Service... 7 Service Desk Priority

More information

This Service Level Agreement applies to the Services as defined in the Service Supply Agreement.

This Service Level Agreement applies to the Services as defined in the Service Supply Agreement. Service Level Agreement This Service Level Agreement applies to the Services as defined in the Service Supply Agreement. DEFINITIONS Billing Period One calendar month, commencing from the Commencement

More information

Agilisys G-Cloud Service V

Agilisys 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 information

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk Somerset Services to Education Providers 2014-2015 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Karen Winter Service Manager

More information

Managed Services Agreement

Managed Services Agreement The Agreement This Agreement between Client and the Service Provider Business Technology Centre, is effective upon the date signed, and shall remain in force for a period from To Company Trading ABN/ACN

More information

Customer or you or your means the purchaser of KYOsupport.

Customer or you or your means the purchaser of KYOsupport. KYOsupport Fmpd TERMS AND CONDITIONS 1 Definitions Customer or you or your means the purchaser of KYOsupport. Kyocera Mita or we or our or us refers to the Kyocera Mita sales companies in the following

More information

Service Level Agreement (SLA)

Service Level Agreement (SLA) Header text here Service Level Agreement (SLA) Backup Pro Service 1 Introduction This Service Level Agreement ( SLA ) forms an integral part of the Agreement between Arcplace and Customer. This SLA describes

More information

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-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 information

means the charges applied by Ancar B Technologies Limited which recur annually;

means the charges applied by Ancar B Technologies Limited which recur annually; This Service Schedule is supplemental to the Master Service Agreement Net-L1-3. CONTENTS Schedule 1 - DEFINITIONS... 1 Schedule 2 - MANAGED INTERNET ACCESS SERVICE PRODUCT INFORMATION... 3 1 MANAGED INTERNET

More information

5.2.3 The Service Provider will deliver Level 1 Support Services and Level 2 Support Services for ICT and voice users.

5.2.3 The Service Provider will deliver Level 1 Support Services and Level 2 Support Services for ICT and voice users. 1.1 Package 1: End User Support Services A Desktop Support Services 5.2.1 Desktop support services consist of all that is required to configure, install, operate, maintain and manage the Department s desktop

More information

SOFTWARE UPDATE SERVICES (SUS)

SOFTWARE UPDATE SERVICES (SUS) SOFTWARE UPDATE SERVICES (SUS) These Software Update Services terms and conditions ( Terms and Conditions ) apply to any quote, order, order acknowledgment, and invoice, and any sale or provision of Software

More information

ALLEGRO CONSULTANTS Expert Service Bundles (ESB) are standardized consulting engagements with pre-defined customer deliverables that focus on

ALLEGRO CONSULTANTS Expert Service Bundles (ESB) are standardized consulting engagements with pre-defined customer deliverables that focus on ALLEGRO CONSULTANTS Expert Service Bundles (ESB) are standardized consulting engagements with pre-defined customer deliverables that focus on administering your HP-UX computer system. ESB s are specifically

More information

Secure Remote Backup (IL3) G-Cloud Lot3 IaaS

Secure Remote Backup (IL3) G-Cloud Lot3 IaaS Secure Remote Backup (IL3) G-Cloud Lot3 IaaS Contents Service Definition... 3 An overview of the Remote Backup as a Service... 3 Key Service Attributes... 4 Information assurance... 5 Details of the level

More information

SCHEDULE 25. Business Continuity

SCHEDULE 25. Business Continuity SCHEDULE 25 Business Continuity 1. Scope 1.1 This schedule covers TfL s requirements in respect of: any circumstance or event which renders, or which TfL considers likely to render, it necessary or desirable

More information

Information Security Handbook

Information Security Handbook Information Security Handbook Adopted 6/4/14 Page 0 Page 1 1. Introduction... 5 1.1. Executive Summary... 5 1.2. Governance... 5 1.3. Scope and Application... 5 1.4. Biennial Review... 5 2. Definitions...

More information

Service Desk Management Process

Service Desk Management Process Service Desk Management Process [Month, year] Document No. : Version.Rev : Authorized by: Signature/: Date Prepared by Title Location Version no. Version date Document control sheet Contact for enquiries

More information

Request 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 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 information

Service Catalog. it s Managed Plan Service Catalog

Service 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 information

Software Maintenance Program Handbook Handbook for Open Text Products

Software Maintenance Program Handbook Handbook for Open Text Products Software Maintenance Program Handbook Handbook for Open Text Products July 2013 Version 8 Page 1 Contents 1. Introduction... 4 2. Support Services... 5 2.1 General... 5 2.1.1 Hours and OTC Support Services

More information

SERVICE LEVEL AGREEMENT

SERVICE 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 information

ONE Mail Service Availability and Support

ONE Mail Service Availability and Support ONE Mail Service Availability and Support Document Version: 0.01 Document ID: 4038 Copyright Notice Copyright 2015 ehealth Ontario All rights reserved No part of this document may be reproduced in any

More information

StorageCraft Technical Support Guide

StorageCraft Technical Support Guide StorageCraft Technical Support Guide StorageCraft Technical Support Services 2014 StorageCraft Technology Corporation. All Rights Reserved. This brochure is for informational purposes only. STORAGECRAFT

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This Service Level Agreement (SLA) applies for all Services agreed through a Yorcard Limited Order Form. All issues and queries (hereafter referred to as issues) should first be

More information

ScerIS Support Options

ScerIS Support Options ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone

More information

Infrastructure Technical Support Services. Request for Proposal

Infrastructure Technical Support Services. Request for Proposal Infrastructure Technical Support Services Request for Proposal 15 May 2015 ISAAC reserves the right to reject any and all proposals, with or without cause, and accept proposals that it considers most favourable

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Support Service Description

Support Service Description Support Service Description Applies to: Office 365 Dedicated Topic Last Modified: 2014-01-08 Shared Support Responsibilities... 3 Customer Responsibilities... 3 Microsoft Responsibilities... 4 Microsoft

More information

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS Registered Office at: St James House Oldbury Bracknell RG12 8TH Company No: 03676297 BMI MSA Hybrid Cloud

More information

Service Level Agreement for Database Hosting Services

Service 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 information

Carahsoft End-User Computing Solutions Services

Carahsoft End-User Computing Solutions Services Carahsoft End-User Computing Solutions Services Service Description Horizon View Managed Services Silver Package Managed Services Package Options # of Desktops to be Managed Desktop Type Duration of Services

More information

HIPAA Audit Risk Assessment - Risk Analysis

HIPAA Audit Risk Assessment - Risk Analysis I SECTION ONE COVERED ENTITY RESPONSIBILITIES AREA ONE Notice of Privacy Practices 1 Is your full notice of privacy practices given to every new patient in your practice at the first encounter or episode

More information

TVision Support Service Guidelines

TVision Support Service Guidelines TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House 15-19 Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) 1483 751888 Support Tel: + 44 (0) 1483 713480 Fax: +

More information

fdsfdsfdsfdsfsdfdsfsdfdsfsdfsd Square Box Systems Technical Support Agreement

fdsfdsfdsfdsfsdfdsfsdfdsfsdfsd Square Box Systems Technical Support Agreement fdsfdsfdsfdsfsdfdsfsdfdsfsdfsd Square Box Systems Technical Support Agreement Last updated 4 th January 2016 Technical Support Agreement This Technical support agreement is made up of these terms and conditions

More information

SERVICE LEVEL AGREEMENT - Shared Exchange Hosting

SERVICE LEVEL AGREEMENT - Shared Exchange Hosting SERVICE LEVEL AGREEMENT - Shared Exchange Hosting This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Constructure

More information

RL Solutions Hosting Service Level Agreement

RL Solutions Hosting Service Level Agreement RL Solutions Hosting Service Level Agreement April 2012 Table of Contents I. Context and Scope... 1 II. Defined Terms... 1 III. RL Solutions Responsibilities... 2 IV. Client Responsibilities... 4 V. The

More information

City facilities that are currently part of the System are listed below. Other City facilities may be added in the future.

City facilities that are currently part of the System are listed below. Other City facilities may be added in the future. Equipment and Building Services Department, Security Division Introduction The City of Dallas (City) Equipment and Building Service (EBS) Security Division is requesting Bids to provide Security System

More information

FINANCE MANAGER/NVISION SOFTWARE SUPPORT AND TRAINING

FINANCE MANAGER/NVISION SOFTWARE SUPPORT AND TRAINING FINANCE MANAGER/NVISION SOFTWARE SUPPORT AND TRAINING OVERVIEW This document represents a Service Level Description (SLD) between subscribing Local Educational Agencies (LEA) as the subscriber, and the

More information

SERVICE LEVEL AGREEMENT: Shared Exchange Hosting

SERVICE LEVEL AGREEMENT: Shared Exchange Hosting SERVICE LEVEL AGREEMENT: Shared Exchange Hosting This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Global Data

More information