Dynamics CRM - Support Service Description

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1 Service Description

2 Contents CRM SUPPORT PLANS... 3 SUPPORT DEFINITIONS... 4 Incident Management... 4 Request Fulfilment... 4 Event Management... 4 Service Availability... 4 Response Time... 5 Resolution Time /7 Critical Incident Support... 5 Integration Support... 5 Enhanced Integration Support... 5 Client Side Support... 5 Outsourcery Approved Solution Support... 6 Configuration Support... 6 Enhanced Configuration Support... 6 Customisation Support... 6 Enhanced Customisation Support... 6 Service Report... 7 Quarterly Service Review... 7 Sandbox Environments... 7 SERVICE DESK... 8 Change Control... 8 Notification of incidents... 8 Telephone Fault Reporting Fault Reporting... 8 Account/Billing enquiries... 8 Telephone Control Panel... 9 Service Desk hours Escalation Procedures SUPPORT RESPONSIBILITIES CRM Online Outsourcery-Hosted Page: 1

3 CUSTOMER PRE-REQUISITES INTRODUCTION The following general principles have been embodied within this document: To cover all the services provided to the Customer. To define aspects of the services in Customer business terms rather than technical terms. To link service level concepts to their corresponding method of measurement and reporting. The document describes: The services to be provided by Outsourcery. The responsibilities of Outsourcery and the Customer. The Service Level Agreements for support. Page: 2

4 CRM SUPPORT PLANS Online Basic OUTSOURCERY CRM SUPPORT PLANS Outsourcery Online Outsourcery Outsourcery Basic Premium Premium Dedicated O- Cloud Client Specific 1 Hours of Cover Mon - Fri Mon - Fri Mon Fri Mon Fri Mon Fri Mon - Fri 8:30 17: : /7 Critical Incident Support x x SUPPORT CATEGORIES Incident Management Request Fulfilment Event Management x x Change Management 8HRS per Service Availability 99.9% 99.93% 99.9% 99.93% 99.93% month i Up to 100% FEATURES Phone & Support Integration Support x x Enhanced Integration Support x x x Client-Side Support x x Enhanced Client-side Support x x x Outsourcery Approved Solution x x Support Configuration Support x x Customisation Support x x x Enhanced Configuration Support x x x X X Enhanced Customisation Support x x x X X Virtual Environments Support x x x Sandbox Environment x Service Report Quarterly Service Review x x AVAILABLE FOR: Outsourcery Hosted x x CRM Online x x X TECHNICAL FEATURES Anti-virus Signature Updates Delivery Anti-virus Event Monitoring Anti-virus Event Management Health Monitoring: Infrastructure Health Management: Infrastructure Critical Events: Infrastructure Health Monitoring: Operating System Health Management: Operating System Page: 3

5 Critical Events: Operating System Windows Update Patch Delivery Windows Update Patch Management Server Backup (VM Level) SQL Database Management PRICING Monthly Cost Per User x x P.O.A P.O.A SUPPORT DEFINITIONS Incident Management An incident is an event, which is not part of the standard operation of a service and which causes or may cause disruption to, or a reduction in the quality of services and customer productivity. The Incident Management Process is the mechanism for restoration of normal service operation as quickly as possible after an incident has occurred, thereby minimising the adverse impact on customer business operations and ensuring that levels of service availability are maintained where possible. Request Fulfilment This refers to action taken to fulfil a Service Request to the satisfaction of the customer and in line with Outsourcery s stated service targets and procedures. In the event that it is deemed unfeasible or impractical to fulfil a customer s exact wishes, a Service Request will be considered fulfilled as long as there has been a clear and unambiguous explanation provided. Event Management Event Management can be described as proactive Incident Management and involves monitoring of early warning signs, e.g. low storage, unexplained symptoms, and can guard against incidents and service outages. Where appropriate, Outsourcery will provide proactive advice and feedback to the customer to better guard against future incidents. Service Availability If the CRM service is unavailable and you have an Outsourcery-hosted CRM solution, we will reimburse you in-line with our Service Credits policy. The responsibility for claiming reimbursement Page: 4

6 remains with the customer. For CRM Online a claim will have to be made directly with Microsoft. Outsourcery is not liable for the unavailability of CRM Online. Response Time A personalised, un-automated response to an Incident or Service Request sent directly to the reporting contact. A first response may include details of what is being done or about to be done to work towards a conclusion. Resolution Time This is action taken to repair the cause of an Incident, or to implement a suitable workaround. In the event of the cause of said Incident being beyond the direct control of Outsourcery, e.g. when a fault is within a component not owned or controlled by Outsourcery, a resolution may be achieved by clear communication of this state of affairs. 24/7 Critical Incident Support You can call our support desk at any time. Priority 1 faults will be dealt with in accordance with the published Service Level Agreement. Incidents with other priority levels will be acknowledged, but the response time will be measured from 8.30am the following working day. Integration Support Integration Support entitles you to support on integration between Microsoft Dynamics CRM (CRM) and Outsourcery-hosted and Microsoft-hosted products such as Office, SharePoint and the Dynamics CRM Mail Router. Enhanced Integration Support Enhanced Integration Support entitles you to support for the CRM API or middleware products provided by Outsourcery such as Scribe which may be used for the integration of Dynamics CRM with other line of business applications, such as Dynamics GP, SAP and Oracle. Outsourcery will require that you have obtained all necessary consents and licenses. Client Side Support Client Side Support entitles you to assistance with the Dynamics CRM client and access methods. This may include Outsourcery directing you to relevant information sources or providing advice directly. It is the customer s responsibility to test and apply any agreed changes. We may offer a remote support service at our discretion, at the customer s own liability. Supported Clients / Access: Internet Explorer 7 and higher Page: 5

7 Office Outlook 2003, 2007 Office Outlook 2010 (32 & 64 bit ii ) Mobile Express Enhanced Client Side Support Enhanced Client Side Support entitles you to assistance with further Microsoft tools. This may include Outsourcery directing you to relevant information sources or providing advice directly. It is the customer s responsibility to test and apply any agreed changes. We may offer a remote support service at our discretion, at the customer s own liability. Supported tools: Office Excel 2003, 2007 Office Excel 2010 (32 & 64 bit) Dynamics CRM Data Import Tools Outsourcery Approved Solution Support Outsourcery Approved Solution Support entitles you to support on a selection of 3rd party applications that integrate directly with CRM. Configuration Support Configuration Support entitles you to support on modifications to CRM that can be achieved through the standard user interface. This includes workflows, form modifications, dashboards and reports that were built using functionality included in CRM. Support is limited to Outsourcery-designed and implemented customisations iii. Enhanced Configuration Support Enhanced Configuration Support entitles you to support on customer (or customer engaged development resource) modifications to Dynamics CRM that can be achieved through the standard User Interface. This includes workflows, form modifications, dashboards and reports that were built using functionality included in Dynamics CRM. Support is offered when Outsourcery has reviewed modifications and documentation pertaining to the configuration work and agreed to support it. Customisation Support Customisation Support entitles you to support on custom additions and modifications that requires.net, on-event JavaScript code or SQL Server Reporting Services (SSRS) report building. Support is limited to Outsourcery designed and implemented customisations. Outsourcery will also require access to the source code and will require that you have obtained all necessary consents and licenses. Enhanced Customisation Support Enhanced Customisation Support entitles you to support on customer (or customer engaged development resource) developed modifications that require.net, on- Page: 6

8 event JavaScript code or SQL Server Reporting Services (SSRS) report building. Support is offered when Outsourcery has reviewed the code and documentation pertaining to the development work and agreed to support. Outsourcery will also require access to the source code and will require that you have obtained all necessary consents and licenses. Virtual Environments Support This entitles you to support of Outsourcery-implemented client-side Microsoft applications e.g. Outlook clients that are deployed within virtualised environments such as terminal services. iv Service Report On request, customers will receive an overview document detailing their utilisation of the support services and Outsourcery s related SLA performance. This may include details on any events for which alerts have been generated, along with proposals for customer action. The Service Report can be requested via the Service Desk. Quarterly Service Review A quarterly review telephone conference by a Service Relationship Manager (SRM) will be scheduled at your convenience to discuss support service usage. The call will cover the utilisation of the support services and Outsourcery s related SLA performance. This may include details on any events for which alerts have been generated, along with proposals for customer action. Sandbox Environments Where customers with the appropriate service plan are using Outsourcery s CRM Hosting they will be offered development and test CRM environments. Where the client is using Microsoft s Hosted Service (CRM Online), they would need to purchase additional environments at the prevailing retail rate. These Sandbox environments can be used by clients that wish to carry out their own configuration and customisation of CRM. Any customisations not solely achieved using standard Dynamics CRM interfaces must be reviewed, tested and deemed supportable by Outsourcery before release to a sandbox environment. Outsourcery reserves the right to charge for the review process aligned with Outsourcery s current rate for professional services. It is the customer s responsibility to promote the changes from the development to the test environment when configuration and customisation work is carried out by the customer. The changes must be tested and accepted by Outsourcery on the test environment prior to release to the live environment. Outsourcery is responsible for promoting the changes to the live environment. Outsourcery will conduct a single CRM application change release per calendar month. Release management notifications should be submitted to the Service Desk. Page: 7

9 SERVICE DESK The overall aim of the Service Desk is to respond and resolve or fulfil incidents and requests in accordance with the published Service Level Agreement (SLA). This section sets out the procedures whereby the Service Desk, in co-operation with the Customer (and third party providers where applicable), will endeavour to resolve incidents and fulfil requests. The Service Desk provides a single point of contact for Customers and is available for the purpose of the reporting of incidents and the handling of requests from the Customer s nominated representative. During core hours, all Severity Code Incidents will be progressed in accordance with the relevant SLA. During non-core hours, Severity 1 Incidents only will be progressed (where the appropriate support plan is in place). In addition, remote monitoring will trigger support automatically for incidents that affect the network and hosting infrastructure. Where the Service Desk identifies that a specific query relates to the use of an associated product rather than the Service, the Service Desk reserves the right to refer the Customer Administrator to the appropriate website that details relevant technical or training information. Change Control Any request for change must be impact assessed and signed off by the nominated representative of the Customer and Outsourcery prior to commencement of any development. Change requests should be submitted to the Service Desk. Notification of incidents Outsourcery provides 2 methods for Customers to raise new Incidents or Service Requests as detailed below: Telephone Fault Reporting TEL: Fault Reporting Note: For urgent or critical support requests, we advise that customers telephone the Service Desk. This will ensure a speedier resolution Account/Billing enquiries We provide 2 methods to contact us for requests/queries that are not related to service incidents/faults i.e. General Account/Billing enquiries Telephone TEL: Page: 8

10 Control Panel The Outsourcery Control Panel is an easy to use, intuitive interface which allows you to manage your Outsourcery Hosted services and accounts. The Control Panel is also used to access and administer services on the O-Cloud platform. Login to https://controlpanel.outsourcery.co.uk/single.html to manage the following services: Microsoft Exchange 2010 Microsoft SharePoint 2010 Microsoft Dynamics CRM 2011 Microsoft Lync 2010 Hosted Blackberry Enterprise Server (BES) 5 Administrator access to the Outsourcery Control Panel will be supplied once your organization has been provisioned Severity Categorisation On receipt of a notification of an Incident or Service Request, an initial assessment shall be undertaken by Outsourcery and the Customer will receive a first response including a unique reference number. Outsourcery shall provide the Customer with progress updates promptly upon: Resolution of the Incident Any change of resolution target time At regular intervals as stated below or as otherwise agreed for Priority 1 Incidents Up to date information is also available on the Service Status page on Outsourcery s website. Page: 9

11 To identify the impact on the business and the number of users affected, and to determine the priority for the Incident/Service Request the following Priority Matrix table is used: OUTSOURCERY DEFINITION OF PRIORITIES PRIORITY DEFINITION RESPONSE TARGET INCIDENT MANAGEMENT REQUEST FULFILMENT 1 Extreme degradation in service quality is completely impeding business-critical functions and there is no known workaround. 2 Degradation in service quality is impacting business critical functions. 3 Degradation on service quality is significant but there are only nominal repercussions to business-critical functions. 4 Difficulties that can be worked around indefinitely with no impact at business level. TYPE DEFINITION Information Queries on functionality or how to achieve certain results that require investigation or a bespoke response. Standard Low risk, frequently performed service requests with easy to implement resolutions e.g. change to response group, change to IVR RESOLUTION TARGET 30 minutes 4 hours 1 hour 12 hours 8 hours 36 hours 12 hours 48 hours 12 hours 48 hours 8 hours 36 hours The Outsourcery Service/System status update page can be found at the following link https://ssd.outsourcery.co.uk/ Service Desk hours OUTSOURCERY SERVICE DESK OPERATIONAL HOURS DAYS TIME CORE SERVICE HOURS Monday - Friday 08:30 17:30 DAYS TIME 24/7 SUPPORT FOR P1 INCIDENTS 24/7 x /7 x 365 Note: The Outsourcery Service Desk will not be operational on English Public Holidays. Page: 10

12 Escalation Procedures Any delays or problems that affect Outsourcery s ability to meet the agreed resolution times shall be subject to escalation procedures. At each stage in the escalation process, the customer shall be made aware of the situation and the actions being taken to resolve the reported issues. The escalation contacts are detailed below: Service Desk Contacts Incident Support Account Management Technical Support Team Customer Support Team Technical Support Management Customer Support Manager - Sean Owens Head of Technical Services - Matthew Horton Head of Customer Support - Ryan McTighe Operations Director - Damon Crawford Page: 11

13 SUPPORT RESPONSIBILITIES CRM Online Microsoft Responsibility Management Monitor Maintenance / Schedule Back-up Help Desk CRM On-Line 2011 Customer Responsibility Outsourcery Assistance Customer WAN Dynamics CRM Outlook Client Outlook Plug-ins IE Virus Management tools Operating System Hardware Customer LAN Page: 12

14 Outsourcery-Hosted Outsourcery Responsibility Management Monitor Maintenance / Schedule Back-up Help Desk Outsourcery Hosting LAN Dynamics CRM Outsourcery Hosting WAN / Internet Infrastructure Customer Responsibility Outsourcery Assistance Customer WAN Dynamics CRM Outlook Client Outlook Plug-ins IE Virus Management tools Operating System Hardware Customer LAN Mail Router Scribe Virus Management tools Operating System Hardware Page: 13

15 CUSTOMER PRE-REQUISITES CRM Desktop Client Win7, Vista, XP IE7; IE8; IE9 (other browsers may result in limited functionality) Office 2003, 2007 Office 2010 (32 & 64).Net 4.0 SQL Server Express 2008 Exchange and SharePoint Exchange 2007, 2010 Exchange Online SharePoint 2007, 2010 SharePoint Online i Up to 8 man hrs per month of change management incl. This does not roll over. Additional change management credits can be purchased at our standard daily rate. ii 64 bit version not supportable on CRM 4.0 iii Only customisations supported by MS SDK are supportable iv Support may be limited to assistance if Outsourcery establishes impairment of connectivity, performance or reliability with client applications hosted within virtualised environments. Page: 14

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