Service Description Document Control Service Description Documentation Approval Service Description Document Reviews
|
|
- Noreen Allen
- 8 years ago
- Views:
Transcription
1 Service Description Document Control Title Service Descriptions for Desktop Support Status Final Version 1 Distribution List Service Description Documentation Approval Created by Lachlan Pollock Date 27/06/11 Approved by IT Cluster Committee 1 Date September 2011 Expiry date Service Description Document Reviews Date Page Change Done by Approved dd/mm/yyyy page number(s) Brief description of the Staff name change eg: editing 27/06/11 All Document Created pollockl 21/09/11 All Changes incorporated from discussions with departments Pollockl Approver
2 Information Technology Services Service Management Desktop Support Service Description v1 This document contains commercially sensitive information and is therefore restricted to University of Melbourne Staff that have operational and planning requirements for such information. This document must not be quoted or made available to people outside the University of Melbourne, without the prior consent of the Director Infrastructure Services University of Melbourne
3 Table of Contents Desktop Support Service Overview... 4 Terms and Definitions... 4 Standard Inclusions... 4 Optional Inclusions... 4 Exclusions... 5 Components... 6 Service Charges... 6 Service Targets... 7 Service Requests... 8 Responsibilities... 8 Reporting... 9 Terminations... 9 Commercial-in-confidence Page 3
4 Desktop Support Service Overview The operation of a break-fix service desk Role Service Owner Service Delivery Manager Staff Member IT Cluster Committee Cluster 1 Manager Terms and Definitions Term SOE OS RTB IT Admin (exclusive) Shared Admin Definition Standard Operating Environment Operating System Return to Base warranty option on some warranties Cluster IT have the only Admin/root account on the computer Local User and Cluster IT share admin rights on the computer. Standard Inclusions The Desktop Support includes the following: Service Desk/Enquiry Services Hardware: (All approved Hardware purchased via normal procurement process with a current warranty) Software: All Software deployed as part of the Cluster s SOE User Support: All staff employed by the Schools and Departments with the Cluster Nominated visitors Documentation Optional Inclusions The Desktop Support includes the following options: Approved Software (see Approved Software agreement) Out of warranty hardware (approved) Postgraduate and honours Students Affiliates Commercial-in-confidence Page 4
5 Exclusions The Desktop Support excludes the following: Out of warranty Hardware (without prior agreement) Computer without root/admin access Instrumentation devices. Undergraduate Students Hardware repairs of personally owned devices Unlicensed/illegal or restricted software Commercial-in-confidence Page 5
6 Components The Desktop Support consists of the following components: Component Service Desk/ Enquiry Service Helpdesk Tool request Phone Support Preliminary Backup Hardware Diagnose Warranty Repairs Out of Warranty Repairs Software Installation Diagnose Repair Printing Warranty Repairs Out of Warranty Repairs User Support User Training Documentation Description Provide support via an online incident support tool. s sent directly to individuals will be directed to the service desk. These s will also be responded to Phone calls to individual staff numbers will be requested to also complete the online service incident request. Technical staff taking the call can assist the client describe their problem in this interface. Staff will attempt to backup files as explicitly directed by clients. A current copy of client data remains their own responsibility. Initial diagnosis of faulty devices. This will include removing suspected parts, running diagnostic tests, reinstalling software and drivers, reinstalling OS. Technical staff will arrange for warranty repairs of devices, supervise any repair work or organise RTB, and test the repaired system. Where possible, computer parts may be replaced. Installation of licensed, approved software Diagnosis of faulty software will include (but not limited to); scanning computer for viruses and Trojans, checking error outputs, and checking for conflicts. Fix of software includes (but not limited to); attempted removal of malware, reinstallation of software or OS. Installation of client drivers Technical staff will arrange for warranty repairs of devices, supervise any repair work or organise RTB, and test the repaired system. Clean rollers, fix paper feeds One on one assistance will be given to clients for common tasks with Software included in the SOE. Group information sessions may be conducted for newly released or updated systems/software. Documentation of application tasks will be maintained and made available. Maintenance of knowledge repository Service Charges Commercial-in-confidence Page 6
7 Standard charges are as follows: Service Desktop Support charges Out of warranty replacement parts Courier for RTB Cost As per Cluster Cost Cost of parts Courier costs Service Targets Service Measure Agreed Service Goal Desktop Support Desktop Support available (outside of maintenance windows Service Desk/Enquiry tool Available 8am 6pm / mon fri Hardware Support Available 8am 6pm / mon fri Software Support Available 8am 6pm / mon fri Printing Support Available 8am 6pm / mon fri User Support Available 8am 6pm / mon fri Force Majeure Service downtimes due to events outside the control of Faculty IT are not covered by this agreement. Some (but not all) examples of such incidents include: Acts of god including fire, storm, earthquakes or other natural disasters Political and special events such as war, riots, strikes or other social upheavals Any event whose effects could not have been prevented or overcome by the standard duty of care which a reasonable, experienced and competent staff member could have exercised Commercial-in-confidence Page 7
8 Service Requests Faculty IT support hours are 9:00am to 5:00pm Monday to Friday excluding public holidays, University Holidays and/or announced closures. Requests can be made via the online request system 24 hours a day, 7 days a week. Requests submitted outside business hours will be reviewed the following business day Description Max. Response Time Resolution Time Service Desk/Enquiry Service Helpdesk Tool 8 business hrs As per incident request Drop in Support 8 business hrs As per incident request Request 16 business hrs As per incident request Phone Support 16 business hrs As per incident request Hardware (and Printers) Warranty Repairs 8 business hrs 5 business days Out of Warranty Repairs 16 business hours Best Effort Software (and Drivers) IT Admin (exclusive) 8 business hours 5 business days Shared Admin 8 business hours 10 business days User Support 8 business hours 5 business days Response and resolution time must be read in conjunction with the Faculty IT Incident Priority Matrix. Orders that are placed will be deemed 3 rd party pending, repair times are outside of the agreed Resolution Times. Responsibilities Cluster 1 IT have the following responsibilities under this agreement: Implement policies and procedures necessary to ensure service levels outlined are met Provide a single point of contact for client feedback Provide a method for escalation of issues and dispute resolution Provide the client accurate reporting on historical and current service levels Notify the client of all planned outages or changes in service prior to the event Notify the client of any major incidents that impact on the services provided Customers have the following responsibilities under this agreement: Ensure that essential work is saved and backed up before attendance by IT or IT is explicitly informed of the files or settings that will need to be preserved. Communicate all support requests via agreed communication methods Respond to any enquiries concerning service levels and support requests Commercial-in-confidence Page 8
9 Provide any information that may be required to resolve incidents or support requests and ensure that this information (including contact details) is as accurate as possible. Notify Cluster 1 of any external works or projects that may impact on services provided as part of this agreement Agree that all systems infrastructure will be provided by Cluster 1 unless approved by the Cluster 1 Committee Pay agreed charges for services above and beyond the agreed standards Notify the cluster of any asset changes including location. Provide a mechanism to control these changes. Reporting Cluster 1 will provide current and historical information in a timely manner to the client and Cluster 1 Committee upon request for the following items: Service level targets and ability to meet them Volume of service requests logged and response/closure times Number of incidents that have occurred, their nature and measures taken to resolve them Terminations This service level agreement may only be altered or terminated by agreement of the Cluster 1 IT committee or by the Dean of Science. Commercial-in-confidence Page 9
Product Support and Maintenance Terms & Conditions
Product Support and Maintenance Terms & Conditions 1. Customer Information Customer site address: As per invoice (unless otherwise agreed) Equipment or Software to be covered: Refer to invoice Contract
More informationSUBSCRIBER AGREEMENT Comodo LivePCSupport
SUBSCRIBER AGREEMENT Comodo LivePCSupport THIS AGREEMENT CONTAINS A BINDING ARBITRATION CLAUSE. PLEASE READ THE AGREEMENT CAREFULLY BEFORE ACCEPTING THE TERMS AND CONDITIONS. IMPORTANT PLEASE READ THESE
More informationService Level Agreement for providing Annual Maintenance Services for STPI.in Project
Annexure SLA Service Level Agreement for providing Annual Maintenance Services for STPI.in Project This SERVICE LEVEL AGREEMENT is made on this the between Director, STPI Bangalore, Bangalore 560 100 (hereinafter
More informationUniversity Systems Desktop Support Service Level Commitment
University Systems Desktop Support Service Level Commitment The Purpose of this Service Level Commitment (SLC) is to formally define the level of service University Systems will provide to UVic faculty,
More informationAmcom Service Level Agreement
Amcom Service Level Agreement September 2015 Amcom Pty Ltd ACN 009 336 341 amcom.com.au Level 22, 44 St Georges Terrace, Perth WA 6000 GPO Box 2541, Perth WA 6001 Contents Definitions and Interpretation...
More informationFULLY 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 informationCOUNTY OF ORANGE, CA ATTACHMENT A STATEMENT OF WORK DEFINITIONS ATTACHMENT A STATEMENT OF WORK DEFINITIONS. for. Date TBD
ATTACHMENT A STATEMENT OF WORK DEFINITIONS for COUNTY OF ORANGE, CA Date TBD This is Attachment A (Statement of Work Definitions) to the Agreement between the County of Orange, CA ( County ) and Vendor.
More informationPublish 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 informationSentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement
Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the
More informationPublish 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 informationSystems Support - Standard
1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets
More informationService Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division
Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing
More informationManaged 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 informationESXi Cluster Services - SLA
1 General Overview This is a Service Level Agreement ( SLA ) between the customer and IST Infrastructure Services (IST-IS) to document: The technology services IST-IS provides to the customer The targets
More informationBUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION
BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION Table of Contents 1. INTRODUCTION 3 2. PROVISIONING 3 3. DEVICE AND ACCESSORY ORDERING 4 4. ACCOUNT DEVELOPMENT 5 5. CUSTOMER AND
More informationCENG Information Technology Services University of North Texas
CENG Information Technology Services University of North Texas for the Information Technology Services as applied To the University of North Texas College of Engineering 1.0 Agreement 1.1 Purpose CENGITS
More informationJOB AND PERSON SPECIFICATION
JOB AND PERSON SPECIFICATION Position Title: Help Desk Officer Classification Code: ASO-3 Division: Central Northern Adelaide Health Service Branch: The Queen Elizabeth Hospital Type of Appointment: Section:
More informationX2 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 informationSheridan/Gillette College IT Help Desk Service Level Agreement
Sheridan/Gillette College IT Help Desk Service Level Agreement Information Technology Help Desk The IT Help Desk is the single point of contact for all computer, telephone, networking, video conference
More informationHow To Support Spirent Service Experience (Previously Metrico Wireless)
Service Experience Group 10/1/2014 Version 2.0 Table of Contents 1. Purpose... 1 2. Scope of Support... 2 2.1 Included... 2 2.2 Not Included... 2 3. Support Fees... 3 4. Customer Obligation... 4 5. Spirent
More informationComputing Services Helpdesk
s e r v i c e l e v e l a g r e e m e n t Computing Services Helpdesk This document contains an agreement between the Computing Services (CS) Helpdesk and the Faculty, Staff, and Students (FSS, or Ross
More informationTechnical Support Policies
Page 1 of 6 Effective Date :01.03.05 Document No. :IPM 128B Technical Support Policies Schedule - A This document describes the Technical Support Policies ( Support Policies ) of IP Momentum. These Support
More informationSymmetry 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 informationHP PC Helpdesk Service
HP PC Helpdesk Service HP Care Pack Services Technical data HP PC Helpdesk Service gives professionals in small and medium-sized businesses access to advice and assistance for popular software applications,
More informationGMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION
GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please
More informationThis 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 informationCustomer Hosted Service Description and Service Level
Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November
More informationCustomer 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 informationEnterprise UNIX Services - Systems Support - Extended
1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for
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 informationService Level Agreement
This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our Customers for the delivery of. The purpose of this agreement is threefold: 1. To clearly represent
More informationMASTER SERVICE LEVEL AGREEMENT (MSLA)
MASTER SERVICE LEVEL AGREEMENT (MSLA) Charles Darwin University Document Owner Service Level Manager Zubair NAQVI Zubair NAQVI Version Date Revision/Description Author 1.00 16 February 2010 Creation Zubair
More informationmeans 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 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 informationYour IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09
Your IT Helpdesk and On-Site and Remote Support Terms and Conditions These terms and conditions are in addition to our standard Terms of Business (available at http://www.tripod-it.co.uk) Our company details
More informationInformation Technology Services Core Services SLA
Information Technology Services Information Technology Services Core Services SLA This Service Level Agreement defines the levels of service provided by Information Technology Services to Victoria University
More informationCommunicate: 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 informationInformation Services Department
Effective: July 1, 2008 Support The Information Services Department (ISD) Help Desk will provide a first point of contact for employees for problems involving computer hardware or software. It will be
More informationServices Agreement. Rev 12/10/08 TC v08 1
Services Agreement This Agreement is entered into by, herein referred to as Client, and Computer Crews, a Colorado Corporation, hereinafter referred to as Service Provider. The Parties agree as follows:
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 informationService Definition. ADNS Domain V0.4. Signoff. Name Role Signature & Date. Jim Leeper. Windows Platform. Page 1
Service Definition ADNS Domain V0.4 Signoff Name Role Signature & Date Jim Leeper Houssein Hallani Luc Betbeder-Matibet Greg Fallon Windows Platform Service Management Faculty IT Director Portfolio Manager
More informationService 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 informationDynamics 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 informationSCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS
1 Purpose of SLA SCHEDULE 1 SOFTWARE SUPPORT SERVICES AND SERVICE LEVELS This SLA provides a mutual understanding of the Service Level expectations of both parties and defines the benchmark for measuring
More informationFACULTY of MEDICINE DENTISTRY & HEALTH SCIENCES. South of Grattan Street IT (SGS-IT) Cluster
FACULTY of MEDICINE DENTISTRY & HEALTH SCIENCES South of Grattan Street IT (SGS-IT) Cluster Melbourne School of Psychological Sciences Service Level Agreement for Research Introduction This document is
More informationZebraCare On-Site Service Agreements in the UK and Ireland
ZebraCare On-Site Service Agreement Valid for customers in UK only ZebraCare On-Site Service Agreements in the UK and Ireland Product Description ZebraCare On-Site Service Agreements are annual maintenance
More informationSchedule A Support and Maintenance Agreement
Page 1 of 5 During the Term and upon SSN s acceptance of an executed Order Form that specifies the Customer s designated support plan for the applicable Software (the Covered Services ), SSN shall provide
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 informationUsers Guide to the ICT Service Desk
This is an official Northern Trust policy and should not be edited in any way Users Guide to the ICT Service Desk Reference Number: NHSCT/10/352 Target audience: This policy is directed to all staff who
More informationProduct and Services Agreement BT Conferencing Maintenance Service Schedule
Product and Services Agreement 1. DEFINITIONS The following definitions shall apply, in addition to those in the General Terms and Conditions of the PSA. Ancillary Devices BT Authorized Service Representative
More informationHow To Use The Pace Help Desk
ITS HELP DESK SUPPORT Pace University and ITS Help Desk Summary This document covers the help desk support services offered from the ITS Help Desk for Pace University members. User Services ITS Help Desk
More informationSure 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 informationAllianceIT Managed Services
AllianceIT Managed Services confidence predictability productivity focus Uncertainty is a business killer. To be successful, companies have to know that their critical IT systems will be available on demand
More informationEXACT SUPPORT AGREEMENT. Between SOFTWARE OF EXCELLENCE UK LTD AND
EXACT SUPPORT AGREEMENT Between SOFTWARE OF EXCELLENCE UK LTD Medcare South Bailey Drive Gillingham Business Park Gillingham Kent ME8 0PZ UK AND 1. Parties (1) SOFTWARE OF EXCELLENCE UK LTD, incorporated
More informationIT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001
IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written
More informationTechnical Support Supplementary Terms Technical Support The Hideout
Technical Support Supplementary Terms We re The Hideout. www.thehideout.co.uk 1. Interpretation 1.1 The following definitions and rules of interpretation apply in these supplementary terms. Commercially
More informationService from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa)
Service from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa) Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear, as
More informationHP Technical Phone Support service agreement ( Agreement ) terms and conditions
HP Technical Phone Support service agreement ( Agreement ) terms and conditions Thank you for purchasing this HP Technical Phone Support Service Agreement. Service descriptions with more detailed information
More informationService Catalogue. 0984v1
0984v1 Service Catalogue Table of Contents Service Desk...3 Desktop Services...4 Wintel Services...5 Enterprise Services...6 Network Services...7 IMAC s (Install, Move, Addition and Change Services)...8
More informationMonterey Peninsula College
Monterey Peninsula College Information Technology Department Services Level Agreement 2013/14 Purpose The purpose of this document is to define service levels provided to Monterey Peninsula College (MPC),
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 informationNETGEAR Onsite Hardware Replacement Service Agreement Terms and Conditions
NETGEAR Onsite Hardware Replacement Service Agreement Terms and Conditions 1. Support Services: Subject to the terms and conditions of this Service Agreement (the Agreement ), NETGEAR, Inc. ( NETGEAR ),
More informationService Level Agreement
Service Level Agreement Service: Web Hosting (cpanel) Version: 2015.07.01 v1.0 Valid: 07/01/2015-06/30/2016 Service Details: Description A web site hosting service using the industry leading cpanel application
More informationStatement of Work. Next Business Day Axim Exchange Service (Axim Exchange Service)
Statement of Work Next Business Day Axim Exchange Service (Axim Exchange Service) Exchange Service Overview From the date of delivery, Next Business Day Axim Exchange Service is designed to give you peace
More informationManaged 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 informationEzi Managed Services Pty Ltd Introduction to Our Managed Service Agreement
Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd 108 The Promenade Camp Hill, QLD 4152 Ph: 07 3324 6150 Fax: 07 3324 6101 www.ezims.com.au info@ezims.com.au
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 informationDESKTOP SUPPORT SERVICE LEVEL AGREEMENT
DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.
More informationMaestro Managed Services from Silicon allows organisations large and small to forget about internal IT systems management and support and instead
Maestro Managed from allows organisations large and small to forget about internal IT systems management and support and instead focus on key business activities. Reduce IT expenses and improve productivity
More informationLink-Connect Service Level Agreement
Link-Connect Service Level Agreement (Frequency: Monthly) Link-Connect Services Ltd Frensham House Farnham Business Park Weydon Lane, Farnham Surrey, GU9 8QT T: 01252 740800 W: www.link-connect.com Linking
More informationSaaS Service Level Agreement (SLA)
SaaS Service Level Agreement (SLA) The purpose of this document is to define the Service Level Agreement (SLA) for the maintenance and support of the Hosting Service ( Service ). Service Level Agreements
More informationUniversity of Exeter. Print and Copy Guidelines July 2012
University of Exeter Print and Copy Guidelines July 2012 Revision History: Date Revision Author Reason 24/7/2012 Original 5/3/2013 1.1 KD Formatting changes; updated references 7/3/2013 1.2 PB Student
More informationATTERCOPIA WEB DEVELOPMENT SERVICE LEVELS, TERMS AND CONDITIONS, & FAQS. Version: 2016. 2016 Attercopia 1
ATTERCOPIA WEB DEVELOPMENT SERVICE LEVELS, TERMS AND CONDITIONS, & FAQS Version: 2016 2016 Attercopia 1 Thank you for choosing Attercopia Ltd for your Website Development. So that we start off on the right
More informationwww.datatechhosting.com
Hosting and Cloud Services Customer Service Level Agreement (SLA) Welcome to the Clustered Cloud Hosted Services Community. We are happy to have you aboard and look forward to assisting you with all your
More informationCRM in a Day Support Services Agreement
CRM in a Day Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: This Agreement sets forth the terms and conditions under with CRM in a Day shall support the Microsoft
More informationVersion Date Description Author(s) 1.0 2/17/2014 Initial SLA Created ITC Administration
IT Service Level Agreement (SLA) for users supported by the BEI Pilot Cluster in the departments of Biological Chemistry, Neurobiology, Neurology, and Pharmacology by the Information Technology Center
More informationService from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa)
Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa) Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear,
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 informationImplementation and Customer Services ( ICS") Installation Services Standard Terms and Conditions of Supply. (Effective September 2013)
Implementation and Customer Services ( ICS") Installation Services Standard Terms and Conditions of Supply 1. General (Effective September 2013) This web page content defines the standard terms and conditions
More informationLIV TRUST ACCOUNTING ONLINE SOFTWARE
LIV TRUST ACCOUNTING ONLINE SOFTWARE APPLICATION FORM A simple cost-effective solution to enhance efficient practice management. Please complete the following 3 sections and return the form. The set-up
More informationThe following servicesare available via the ICT trading account :
The s Offered Managed s Licences The following servicesare available via the ICT trading account : Admin Support including SIMS Support Curriculum Support Apple Mac Support Apple Mac Support + Curriculum
More informationAssigning Severity Codes
Technical Support Service Number:SDT-051111 Version number: 2.0 Effective Date: 2 nd Jan 2010 Assigning Severity Codes The impact of a problem is a composite of many factors: the number of clients affected,
More informationINCIDENT MANAGEMENT SCHEDULE
INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PUBLIC DE4 LIMITED 15/01/2014 INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PROCEDURE In the event that you become aware of any fault
More informationComplete Managed Services. Proposal for managed services for the City of Tontitown
Complete Managed Services Proposal for managed services for the City of Tontitown Complete Managed Services Components Windows Server 2008, Windows Server 2012 1. Proactive Maintenance of Server(s) Proactive
More informationHosted 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 informationService Level Agreement
Service Level Agreement Botany Backup Service 1. Overview a) Definitions Term SLA UBC UBC IT Botany Botany IT VS VSS Customer DNS URL HTTP FTE PI Description Service Level Agreement University of British
More informationHelpdesk Incident & Request Management Procedure For
IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date:
More informationCustomer: Address: Support Contact:
MaxxVault MaxxDocs Software Subscription and Support Agreement 3340 Veterans Memorial Highway Suite 400 Bohemia, NY 11716 631-446-4800 www.maxxvault.com Customer: Address: Support Contact: Effective Date:
More informationService Description XPS Next Business Day Onsite Service ( XPS NBD Service)
Service Description XPS Next Business Day Onsite Service ( XPS NBD Service) XPS NBD Service Overview XPS Next Business Day On-site Service includes, from the date of delivery, a support service designed
More informationModule 5 Software Support Services TABLE OF CONTENTS. Version 3.1
1 Module 5 Software Support Services TABLE OF CONTENTS Version 3.1 1. AGREED TERMS AND INTERPRETATION... 2 2. SUPPORT PERIOD... 3 3. SCOPE OF SUPPORT SERVICES... 4 4. RESELLER PROVISION OF... 8 5. ANCILLARY
More informationWSU Vancouver Information Technology Service Catalog
WSU Vancouver Information Technology Service Catalog Overview The VIT Service Catalog documents the technology services and support delivered by VIT to its customers. Included are the general levels of
More informationVentura College I.T. Services Level Agreement
Ventura College I.T. Services Level Agreement Purpose The purpose of this document is to define service levels provided to Ventura College, to ensure supported business needs are met. This Service Level
More informationSERVICE LEVEL AGREEMENT January 2015
SERVICE LEVEL AGREEMENT January 2015 Please Note: This may not be the newest version of this document; due to our policy of continuous improvement and to meet the changing needs of our clients service
More informationManaged IT Services. Maintain, manage and report
Managed IT Services Maintain, manage and report 1 2 Comunet was established in 1995 to provide professional Information Technology services to Australian businesses and organisations. Its vision now, as
More informationManaged Services Product Terms
Managed Services Product Terms 1. Our contract with you 1.1. These Product Terms apply to the services ("Managed Services") provided by the Company ("us", "we" or "our") to the Customer ("you" or "your")
More informationPolicy & Procedures Help Desk Service Level Agreement (SLA)
Policy & Procedures Help Desk Service Level Agreement (SLA), Rossey Hall, Room 058, Ext. 4357 TABLE OF CONTENTS Scope...1 Customer Service Statement...1 Help Desk Services...2 Hours of Operation...2 Methods
More informationWe released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions
We released this document in response to a Freedom of Information request. Over time it may become out of date. Department for Work and Pensions SCHEDULE 4 KEY PERFORMANCE INDICATORS, SERVICE LEVELS AND
More informationFor FY 2016 the new Desktop Support Program rates will be: Business Class - $481/device Enterprise Class - $721/device
Division/Department Representative Dear Rep, The Desktop Support Program is announcing changes to our rates for FY 2016. As a Cost Recovery Service we are expected to recover expenses related to the operations
More informationIT Support for London
IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where
More informationIndiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0)
Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (Version 7.0) Prepared by: State of Indiana Indiana Office of Technology Delivery Services Prepared for: State of
More information