Customer Hosted Service Description and Service Level

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1 Customer Hosted Service Description and Service Level

2 Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November 2011 Title: Customer Service Description and Service Level Saved as: Generic hosting service description and service level Egton is a trading name of Egton Medical Information Systems Limited Published by Egton Documentation No part of this document may be sold, hired, reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording and information storage and retrieval systems for any other purpose than the purchaser s use without the express written permission of Egton. Every effort is made to ensure that your Egton documentation is up to date, but our commitment to constantly improve our software and systems means that there may have been changes since this document was produced Associated documentation LCC031EG Terms and Conditions of supply of services Master Services Agreement Page 2 Saved as: egton Hosted Service Description and Service Level.docx

3 Generic hosting service description and service level Contents 1 Service Service Summary Service Elements Key Services Service Desk Telephone Support Hosting Service Deployment / enablement service Hosting Services - on-going support and monitoring Decommissioning service Incident Management Incident Tracking Incident Escalation Incident Closure Methods of Communication & Availability Service Desk Availability Support Standards Service reporting Standards and Accreditations Service Acceptance Appendix One service name Saved as: egton Hosted Service Description and Service Level.docx Page 3

4 Customer Hosted service description and service level 1 Service Specifically designed for Customer the purpose of this agreement is to provide technical telephone support and hosted services for Customer on behalf of Customer s customers/users. This service is to be delivered jointly by Egton and EMIS to Customer. This solution is specifically designed to meet the needs of Customer who are the customer and their users that use Customer software as part of their daily duties. As such it has been created in partnership with the customer to provide a support service the covers both the customers requirements and the users. This specification details the services provided and what Egton is liable for, including service level targets and conditions attached to the agreement. This document should be read in conjunction with the Invoice and LCC001EG Master Service Framework Agreement 1.1 Service Summary Customer is a software house that provides software to 1.2 Service Elements Helpdesk for Customer s help desk (not users) Deployment / enablement service (data transfer and server configuration) Managed Hosting Service Monitoring solution 24/7 Service request fulfilment (Change management, access requests, patching, WSUS, Service Pack updates) Service reporting for both the Service Desk and the hosted environment 1.3 Key Services Service Desk The Service Desk provides a comprehensive portfolio of services, as outlined below. In all cases the Service Desk is the owner of all Incidents reported by the Customer. Each Incident is given a unique identifier and any actions are recorded real-time and stored in the Egton Customer Database Telephone Support The Service Desk is a department dedicated to resolving the technical issues. All the staff are skilled technically and trained in customer service so they are able to deal with all types of calls. This team can be contacted in several ways: Telephone the Service Desk helpline during the Working Hours. Calls may be monitored for training purposes. Fax the Incident through to the Service Desk using the dedicated fax number; this should not be used for urgent faults. the Incident to Page 4 Saved as: egton Hosted Service Description and Service Level.docx

5 Generic hosting service description and service level If an Incident is experienced outside Working Hours there are a number of steps that can be taken: Refer to the on-screen help text or the relevant user guide to try to resolve the Incident. You can log the Incident via the ECR Tracker. the Incident to 1.4 Hosting Service Egton will manage all virtual servers in use by Customer ; the elements can be easily divided into three sections; Deployment / enablement service Egton will provide a streamlined deployment and enablement of service to Customer s customers and users where required. 1. Each deployment will be documented as a separate project and attached as an appendix identifiable by the Customer Name 2. Each new project and target date for provision will be communicated to Egton by Customer upon confirmation 3. Pre-configurations, firewall and port access will be provided to Customer by Egton in conjunction with EMIS within an agreed time period for each new project for relevant testing 4. Customer will plan the Go Live date to follow system testing; allowing sufficient time for any required changes 5. New customers will require set up only and no data transfer solution 6. Egton will provide a data transfer kit for Customer to migrate customers with existing data. At the data migration point a copy of data will be extracted by Customer, released by the data controller or delegated authorised person to the Egton branded Secure Courier Service and transported to the hosted environment at EMIS. A copy of the data will remain on site with the Customer until the service is confirmed as fully functional in a live environment and subsequently removed by Customer Hosting Services - on-going support and monitoring Egton will provide on-going support and monitoring service for all hosted services used by Customer, this includes incident resolution, application of service requests and a 24*7 monitoring service. 1. Administration change management requests (including user names and password changes) are to be submitted by Customer, to Egton using the Service Request Form. These will be fulfilled within agreed time periods 2. Technical updates required by Customer, Egton or EMIS (including application of service packs and.net updates) are to be submitted using the Service Request Form. These will be fulfilled within agreed time periods 3. Monitoring thresholds to be adhered to by Egton are set at 80% across the board and amended accordingly if required Saved as: egton Hosted Service Description and Service Level.docx Page 5

6 Customer Hosted service description and service level 4. Any technical changes or fixes to be carried out by Egton or EMIS are to be communicated to Customer, in advance Decommissioning service Should the Customer customer terminate its contract with Customer, Egton will; 1. Extract customer data from the hosted environment at EMIS to an external HDD, leaving a copy of data in the hosted environment for resilience only for 7 days 2. Transport the HDD to the Customer via Egton s secure courier service for checking. The data controller or delegated authorised person at the Customer site will need to sign for the HDD to confirm receipt 3. Contact Customer 7 days from data extraction to check that the data can be deleted at source 4. Send a certificate to the customer confirming deletion of data has been carried out at source Customer will be responsible for selling the Customer an Egton HDD as part of the decommissioning process. Egton will charge Customer a pre-agreed decommissioning price per Customer of 750 plus the price of the HDD. The HDD is to be charged at cost plus 20%, dependant on size. All prices are exclusive of VAT. Page 6 Saved as: egton Hosted Service Description and Service Level.docx

7 Generic hosting service description and service level 2 Incident Management 2.1 Incident Tracking As part of the service, Customer will have a secure login to the Egton s online ECR Tracker. This allows them to have live updates on the progress of an Incident, send feedback messages and close the incident should it be resolved via other methods. New Incidents can also be logged via the ECR Tracker. 2.2 Incident Escalation The Service Desk follows strict guidelines, protocols and procedures to ensure each incident is dealt with appropriately and efficiently. If the customer feels for any reason that they have received a less than satisfactory level of service, they should bring this to the immediate attention of the Service Desk by providing the ECR number of the Incident they wish to escalate. Egton has defined procedures for dealing with escalated issues and these procedures ensure the appropriate level of feedback and communication is maintained with the customer. The escalation processes within the Service Desk dovetail with our dedicated Quality Assurance department which is responsible for ensuring continual improvement of services and that all responses to escalation are dealt with in an appropriate manner. 2.3 Incident Closure All Incidents are rectified remotely where possible. Resolution time is defined as the working hours starting when the incident is logged with the Service Desk, and finishing when the customer has agreed the incident has been resolved. This communication can be made in one of three forms: Direct communication via the telephone. Communication through the online ECR Tracker, which will include a description of the diagnosis, the Suppliers and User actions and Resolution details. ). The customer may use the ECR Tracker to confirm successful Resolution, or re-activate the ECR if the issue persists. Overall Resolution time does not include time lost due to unavailability of the Customers staff. Saved as: egton Hosted Service Description and Service Level.docx Page 7

8 Customer Hosted service description and service level 3 Methods of Communication & Availability The methods available for communication with Egton s Service Desk and the corresponding Working Hours are as follows. 3.1 Service Desk Availability Method Operational Days Operational times Helpline Monday to Friday 7am to 10pm Saturday Bank Holiday (except Christmas day, Boxing day and New Year day) 8am to 1pm 8am to 4pm Dedicated fax machine* Monday to Sunday 24 hours a day * Monday to Sunday 24 Hours a day Egton Tracker* Monday to Sunday 24 hours a day *These will be responded to during normal operational Working Hours Page 8 Saved as: egton Hosted Service Description and Service Level.docx

9 Generic hosting service description and service level 4 Support Standards Service Level Matrix This matrix defines Egton s targets in relation to the services defined within this document. Incident Definition: Initial Response: Resolution (where remote solution is possible) 4.1 Service reporting Monthly service reports will be produced detailing statistical information for calls received via the Egton Service Desk detailing number of calls taken per month, type of call, number fixed remotely, including reasons for breach where appropriate. It will also contain statistical analysis of the Data centre performance including availability, up time, response time etc) Regular review meetings between Egton, EMIS and Customer will also be held. 4.2 Standards and Accreditations All ICT services provided by Egton are included in our quality management systems scope for ISO20000 Service Delivery standard based on the ITIL (V2) framework; ISO9001 quality assurance standard and ISO27001 data security standard. These standards have been held by the organisation since 2007, 2005 and 2004 respectfully and as such are an established and integral part of our everyday processes. The data centre aspect of the service is included in the scope of ISO20000, ISO27001 and IGSoC. Saved as: egton Hosted Service Description and Service Level.docx Page 9

10 Customer Hosted service description and service level 5 Service Acceptance The following documents are incorporated into this Agreement in order of priority in the event of any conflict between them: LCC031EG Terms and conditions for the supply of services. LCC001EG Master Service agreement I confirm that I have read the documents forming this Agreement. I am duly authorised to sign this Agreement for and on behalf of the Customer. I confirm the Customer s unconditional offer to receive the Services on the terms and conditions incorporated herein Duration of the contract [Enter to and from date] Offer accepted for and on behalf of the Supplier: Offer accepted for and on behalf of The Customer: Signature: Signature: Title/position Title/position Print name Print name Date Date Page 10 Saved as: egton Hosted Service Description and Service Level.docx

11 Generic hosting service description and service level Appendix One service name 1 Particulars of Service The XXX project is to provide a bespoke 2 Term This service is to run for a 3 year term in total to commence on dd/mm/yyyy with an end date of dd/mm/yyyy Route to Live Dates as follows: Testing Start Date: dd/mm/yyyy Target Testing Completion Date: dd/mm/yyyy Go Live Date: dd/mm/yyyy 3 Costs text All costs are non-inclusive of VAT: Service Elements Monthly Charge 4 Primary Contact Details Saved as: egton Hosted Service Description and Service Level.docx Page 11

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