Customized Cloud Solution

Size: px
Start display at page:

Download "Customized Cloud Solution"

Transcription

1 Customized Cloud Solution (Overall Cloud Performance Expectations) Last Updated: June 5, 2012 Prepared by: Polleo Systems, Inc.

2 Notice of Confidentiality: The enclosed material is proprietary to Polleo Systems, Inc. and is therefore copyrighted material. This material is presented for the purpose of product.

3 Overall Performance Expectations Polleo Systems, Inc. takes pride in delivering a high level user experience and aggressively addresses reports of performance issues. Our over 50 years of collective experience have shown us that not all applications can seamlessly transition to a hosted environment and that the end-user experience expectations are not the same from end-user to end-user. Performance issues are classified as any reported issue that hinders the end-user s ability to perform their day to day tasks in a reasonable amount of time. Polleo Systems, Inc. has an established baseline level of end user performance which is used as a benchmark for determining end user satisfaction. This benchmark was established using a hosted desktop incorporating the following applications: MS Office including Outlook (without plugins), reasonable mail box sizes, Internet Explorer without plugins, and Adobe Acrobat Reader without plugins. Due to the nature of hosting 3 rd party applications from multiple vendors, we have seen a wide range of performance issues that can lead to a diminished end-user experience thus requiring additional engineering time to troubleshoot and/or modify the environment. Polleo Systems, Inc. will perform the following steps to troubleshoot these issues at no charge: Server monitoring: Polleo Systems, Inc. uses a variety of industry standard real-time and long-term monitoring tools as well as specific tools to monitor performance of core applications such as Microsoft Exchange and Microsoft SQL. Connectivity: Monitor network and application level connectivity between the end-user and the hosting environment as well as the end-user s session and the reported performance issue of the application or specific feature User-Level Performance: Shadow users to monitor user level performance. Remote access to the end-user to gather information and reproduce the issue if possible to validate and troubleshoot in real-time. Escalation: The issue is escalated to a Tier 3 engineer who is responsible for determining if the performance expectation meets known industry standards. Provide relevant industry-standard information to support expectations. Based upon the results of our review, we will make modifications or contact the 3 rd party vendor for additional information to determine if any updates, patches or suggested configurations will address the problem. Confirm there are no known issues of the application Validate recommended configuration

4 Confirm patch level of application and operating system After the above steps have been performed and modifications made, if deemed appropriate, Polleo Systems, Inc. will continue to address the problem as a billable project to be approved by Client. Connectivity Performance: There are many considerations to take into account when determining what type of connectivity should be used or if your existing connectivity can be used to support access to the hosted environment. Here are some guidelines for determining if your connectivity is sufficient: Each user accessing the virtual desktop environment should be allotted a minimum of 60kbps per simultaneous connection. Example: if you have 100 users at a location, you would want to ensure that you have 60kbps x 100 = 6Mbps of bandwidth minimum to support these users. Latency of 100ms and above between the end-user and the hosted virtual desktop environment will begin to degrade the end-user experience. Latency is the time taken for a sent packet of data to be received at the other end. It includes the time to encode the packet for transmission and transmit it, the time for that data to traverse the network equipment between the nodes, and the time to receive and decode the data. Latency can be tested using a variety of tools available for free on the Internet but these tools must be used from end-to-end and not to a random point on the Internet to determine the effective latency between the end-user and the hosted virtual desktop. Any packet loss is also unacceptable. Wide Area Network (WAN) private connectivity can be used to overcome issues with unacceptable latency that is leading to a reduced end-user experience. This type of private connectivity also provides redundancy and security but at a more significant cost than Internet only connectivity. Troubleshooting of network connectivity will be performed as part of the standard process of resolving performance issues. A variety of industry standard tools will be used to determine the root cause of an ongoing, reproducible network performance issue. The Client is responsible for any costs of remediation of the network performance issue to include: contacting the local connectivity provider to coordinate in depth testing of connectivity, reconfiguration of devices in-line with the end-user and hosted virtual desktop, isolation of intermittent issues caused by local network environment including software and configuration of the end-user PC, and Internet outages.

5 Performance: Microsoft Office Outlook 2003 and 2007 users experience poor performance when they work with a folder that contains many items on a server (as defined below) that is running Microsoft Exchange Server 2000, Microsoft Exchange Server 2003, Microsoft Exchange Server 2007, or Microsoft Exchange Server Typically, Outlook users may receive one of the following messages: Requesting data from Microsoft Exchange Server Outlook is retrieving data from the Microsoft Exchange Server <ExchangeServerName> This issue occurs when Outlook must perform several operations against the Exchange server to retrieve the contents of a folder. Therefore, when there are many items in a folder, additional processing is required to respond to the Outlook requests. We recommend that you maintain a range of 3,500 to 5,000 items in a folder depending on the capacity of the Exchange Server environment. Additionally, you can create more top-level folders or create sub-folders underneath the Inbox and Sent Items folders to reduce the number of items in a folder. The following list includes ways that you can help manage the number of items in folders: Use folder hierarchies to help keep the number of items in a folder to the recommended values. Use mailbox manager policies. Use client-based archiving solutions. Use server-based archiving solutions. Use mailbox size limits. For more information on industry standards for managing Outlook mailboxes, you can visit: End User Hosted Desktop Expectations: Polleo Systems, Inc. provides a Business focused virtual desktop experience. Although customizations to the end-user desktop are available just as they would be on a local PC that was not locked down by an administrator, the default virtual desktop environment has been limited to features and customizations based on years of best practices that support security and

6 performance. Personalization of the background and background color of the hosted virtual desktop is restricted. Administrative tools such as access to the DOS prompt, shutdown of the virtual desktop, and many of the control panel items have been removed or restricted. Although video and sound are capable through the hosted virtual desktop, these features are only enabled upon request due to the increased bandwidth and shared server workload requirements. It is suggested that end-users who have requirements to watch video, stream music or sound from an Internet source, or play local media such as a DVD should perform these tasks on the local PC. For more information on performance expectations and industry standards, please contact Polleo Systems, Inc. at (317) Preventative Maintenance: In order to maintain proper functionality and respond to upgrades, software installs and other requests from clients, a preventive maintenance period is scheduled for 1:00-5:00 AM EST. All requests for client application upgrades will be performed during this maintenance window, unless resolution of an application failure is dependent upon emergency maintenance. Typically, general system wide maintenance activities are transparent to clients and there no loss of connectivity or functionality. Items that fall under the scope of preventative maintenance include: Global Backend Maintenance: Any modification which effects a wide range of clients Localized Server Modifications- Work that effects a single set of Clients Data Storage: Utilizing highly redundant storage technologies such as SAN and Raid-5 Disk Arrays combined with proactive monitoring to insure data availability. Failure of redundant components can be detected and repaired before any interruption in service occurs. Data Backup: All servers are backed up nightly using snapshot technology which creates a full backup every 7 days and an incremental backup in between full backups. For example, the 1 st backup on day one is a full backup and then an incremental backup will be performed for the next 6 days. On day 8 another full backup is taken which will overwrite the original day 1 backup. Storage within Exchange:

7 Storage for is considered separate from your file and data storage. Each user is allocated 3 GB of storage within their Exchange mailbox in their base monthly fee. If user exceeds the 3 GB limit a notification will be sent to the user to delete local . includes Postini Spam and Active Sync. Archiving: Unlimited storage is available because of our use of off-site archiving. Unlimited storage is the combination of the users Exchange Mail Box and the users archived storage. Users will have access to their Exchange Mail Box and Archived Mail Box at all times. Search function is included. Firewalls (client s location): We recommend utilizing Sonicwall firewalls when possible. Firewalls by other manufacturers may raise installation and support costs due to additional troubleshooting, or may need to be replaced. We require READ access minimum to all firewalls whether or not they are third party or Sonicwall. User upgrades and add-ons such as Antivirus or content filtering should be coordinated with us directly. Supplied Dedicated Hardware: Additions and modifications to servers and environment may occur throughout term of contract to support client s growth and need for increase in performance. Upgrades to infrastructure may incur additional costs and will be added to contract with signed addendums. Client Supplied Software and Third Party Access: The client supplied software listed will be installed by Polleo Systems, Inc. on the Cloud server with the assistance of the client s third party provider if needed. Client is required to have a current support or maintenance contract on all client supplied software. All licensing, CDs, upgrades, maintenance, troubleshooting, and technical support of the client application is not included in this agreement. Requested work on these applications such as upgrades and patches will be billed at time and materials. This includes modifications to application, database and Citrix Servers. Requests for upgrades or maintenance on client provided applications must be received the Friday prior to the Wednesday maintenance. As new users are added to the environment, client is responsible of the purchase of the additional client supplied software.

8 Third party provider or client may be given a login to install and support their application for the client. Any accidental damage to your data or server infrastructure would be the responsibility of the third party provider or client. Assistance in repairing any loss or damage would be handled at time and materials. Response and Resolution Times: The following table shows the targets of response and resolution times for each priority level: Issue Severity Service not available (all users and functions unavailable) Priority Response time (in hours) 1 Within 1 hour Resolution time (in hours) ASAP Best Effort Escalation threshold (in hours) 2 hours Significant degradation of service (large number of users or business critical functions) 2 Within 4 hours ASAP Best Effort 8 hours Limited degradation of service (limited number of users or functions affected, business process can continue) Network admin requests such as add/delete users, add printers and permission requests. 3 Within 24 hours hours ASAP Best Effort n/a 48 hours n/a Support Tiers: The following details and describes our Support Tier levels: Support Tier Tier 1 Support Description All supported incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated.

9 Support Tier Tier 2 Support Tier 3 Support Description All supported incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2 where more complex support on hardware/software issues can be provided by higher level engineers. Supported incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3 where support is provided by the most qualified and experienced engineers who have the ability to collaborate with 3 rd party (Vendor) Support Engineers to resolve the complex issues. Service Request Escalation Procedure: 1. Support Request is received 2. Trouble Ticket is created 3. Issue is identified and documented in Help Desk system 4. Issue is qualified to determine if it can be resolved through Tier 1 Support If issue can be resolved through Tier 1 Support: 5. Level 1 Resolution - issue is worked to successful resolution 6. Quality Control - issue is verified to be resolved to client s satisfaction 7. Trouble Ticket is closed and problem resolution details updated in Help Desk system If issue cannot be resolved through Tier 1 Support: 8. Issue is escalated to Tier 2 Support 9. Issue is qualified to determine if it can be resolved by Tier 2 Support If issue can be resolved through Tier 2 Support: 10. Level 2 Resolution - issue is worked to successful resolution 11. Quality Control - issue is verified to be resolved to client s satisfaction 12. Trouble Ticket is closed and problem resolution details updated in Help Desk system If issue cannot be resolved through Tier 2 Support: 13. Issue is escalated to Tier 3 Support 14. Issue is qualified to determine if it can be resolved through Tier 3 Support If issue can be resolved through Tier 3 Support: 15. Level 3 Resolution - issue is worked to successful resolution 16. Quality Control - issue is verified to be resolved to client s satisfaction 17. Trouble Ticket is closed and problem resolution details updated in Help Desk system

10 If issue cannot be resolved through Tier 3 Support: 18. Issue is escalated to On-site Support 19. Issue is qualified to determine if it can be resolved through On-site Support If issue can be resolved through On-site Support: 20. On-site Resolution - issue is worked to successful resolution 21. Quality Control - issue is verified to be resolved to client s satisfaction 22. Trouble Ticket is closed, problem resolution details updated in Help Desk system If issue cannot be resolved through On-site Support: 23. I.T. Manager Decision Point - request is updated with complete details of all activities performed Out of Scope Items: Onsite Support Local PC and desktop support, both hardware and software (Time and Materials) Local Network Support (Client responsibility) Local printer setup and troubleshooting (Time and Materials) Firewalls, switches, routers and printers at local offices (Client responsibility) Toners, ink cartridges, drums, or rebuilds of printers (Client responsibility) Phone system, fax, copier (Client responsibility) Domain, SSL, or web hosting fees (Cost of purchase + Time and Materials for installation) Connectivity All connectivity charges for Internet, Point to Point, WAN (Client responsibility) Connectivity consulting and troubleshooting (Time and Materials) Applications All licensing, CDs, upgrades, maintenance, troubleshooting, and technical support of the client s applications is not included in this agreement. (Client responsibility. Requested work on client applications such as upgrades and patches (Time and Materials)

11 Rebuild or maintenance on Client databases (Time and Materials) Installation of all future applications (Time and Materials) Upgrades to Client s hosting infrastructure Servers added to hosting environment to support additional applications, features, and functions (Quote based on requirement and added to monthly fee). The fee for additional Citrix Servers are included in the per user cost; based upon an average use of 25 users per Citrix Server. If additional Citrix Servers are required for specific users, specific applications or enhanced performance, additional charges will added to client s monthly fee. (Quote based on requirement and added to monthly fee). and Blackberrys All custom Outlook and Exchange requests (Time and Materials) One mail box per Outlook profile is included at no charge. Labor for adding mailboxes, users to distribution groups, and adding one alias per user is included at no charge. BlackBerry and other mobile devices that are not utilizing our BlackBerry Enterprise Service (Time and Materials) Archiving archiving requests to search for client s and compliancy requests. (Time and Materials) Miscellaneous Exports File Restores and Mailbox Restores (Time and Materials after complementary ½ hour), may take up to hours to restore a file or mailbox. SharePoint site customization is not included (Client responsibility) User training on features and functionalities of Microsoft Office is not covered. Microsoft Office customization support is not included. Examples would include creation of macros, tables, templates, graphs, integration, etc (Client Responsibility) Exports of user data or to a device for clients use is billable.

12 Billing We run reports on the 25 th of each month that shows user counts. Client needs to submit deletions of users by the 25 th of the month or user will be billed for the following month. If you have to report licensing back to Polleo Systems, Inc. via the Client Monthly Use Report it too is due on the 25 th of the month. Site Location Guidelines and Requirements: 1. Connecting a remote site to the Polleo Systems, Inc. hosted services can be done via the Internet or via private connection. There are various factors that should be considered when determining the respective type of connectivity. Internet type connectivity a. Takes anywhere from 5-30 business days for installation depending upon various factors b. Sites with less than 10 workstations can consider xdsl connectivity or cable services for Internet access c. Sites with 10 or more workstations should consider dedicated managed T-1 Internet access that provides better SLA d. Business class services should be used in any case (usually includes hardware, MUST INCLUDE STATIC IP ADDRESSES) e. Internet connectivity must be provide by a major local Internet service provider (ISP) f. ISP must provide on-site installation and extended DMARC services g. Steps should be taken to test latency prior to ordering Internet connectivity with a particular ISP. (Less than 50ms latency is acceptable) Private line connectivity h. Must be coordinated with Polleo Systems, Inc. prior to ordering and will be a billable engagement i. Fees will be applied for data center cross-connections Addendum to existing contract will be required (includes space, power and project coordination) j. Polleo Systems, Inc. must have minimum of READ access to any routers placed within the data center 2. Firewall at remote locations a. SonicWall firewalls are highly recommended for remote locations b. It is suggested that these Sonicwall firewalls be purchased, delivered to, configured at, and shipped directly to the site by Polleo Systems, Inc. c. 3 rd party firewalls and firewalls configured by resources other than Polleo Systems, Inc. are not recommended d. Polleo Systems, Inc. requires READ access minimum to all firewalls whether they are third party or Sonicwall. e. User upgrades, add-ons such as AV or content filtering should be coordinated with Polleo Systems, Inc. 3. Printing and peripherals at the remote locations a. Polleo Systems, Inc. suggests and primarily supports direct IP printing only b. Shared local network printing via Citrix is not supported c. Polleo Systems, Inc. will create and default to the default printer on the local workstation as the user logs onto the Citrix session d. Printer should be validated by Polleo Systems, Inc. prior to ordering and checked against our compatibility list

13 e. Multi-function printers with the ability to print or scan to will require SMTP relay from the local ISP to allow successful functionality. The local ISP must provide SMTP relay services otherwise Polleo Systems, Inc. cannot support this functionality. 4. End-user workstations, laptops, and thin clients a. Windows XP SP2 and above are supported workstation and laptop operating systems b. All devices must have a local Anti-Virus program that automatically updates c. Please contact Polleo Systems, Inc. for a list of compatible thin clients

14

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. SERVICES BRONZE

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

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. PREMIER SUPPORT

More information

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due:

REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES. Bid Packets are Due: REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES Issue Date: Friday, March 15 th, 2013 Closing Date: Monday, April 15 th, 2013 University City District is requesting proposals from qualified,

More information

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services

Network Computing Architects Inc. (NCA) Network Operations Center (NOC) Services Network Computing Architects Inc. (NCA), provides outsourced IT services by monitoring and managing clients computing assets. Included Services: For all systems covered under NOC Support, the following

More information

www.datatechhosting.com

www.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 information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

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

IT Onsite Service Contract Proposal. For. <> Ltd

IT Onsite Service Contract Proposal. For. <<Customer>> Ltd IT Onsite Service Contract Proposal For Ltd 1 of 14 I N T R O D U C T I O N This Service Contract for Onsite Deskside PC Support (this Service Contract ) is made effective as of February 5th,

More information

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Isothermal Planning & Development Commission (IPDC) REQUEST FOR PROPOSAL-INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the IPDC for Information Technology Support Services. Interested

More information

Delphi+ System Requirements

Delphi+ System Requirements Delphi+ System Requirements Revision 1.1 Newmarket International, Inc. October 24, 2013 Delphi+ System Requirements Users Up to 15 Up to 25 Up to 50 Up to 90 Up to 200 Over 200 Minimum 2008 Server Hardware

More information

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services

Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services Sagari Ltd Service Catalogue and Service Level Agreement For Outsource IT Services Managed Services Service Level Agreement 1 Introduction This Service Catalogue and Service Level Agreement (SLA) constitutes

More information

CUSTOMER NAME. Hosting Services Agreement

CUSTOMER NAME. Hosting Services Agreement CUSTOMER NAME Hosting Services Agreement Service Plan Details FLYWIRE TECHNOLOGY offers three service plans: Silver, Gold and Platinum based on the services your firm needs. The Silver plan is designed

More information

Delphi 2015 SP1-AP1 System Requirements

Delphi 2015 SP1-AP1 System Requirements Delphi 2015 SP1-AP1 System Requirements Revision 1.2 Newmarket International Inc. July 24,2015 newmarketinc.com Copyright 2015 Newmarket International, Inc., an Amadeus company. All rights reserved. This

More information

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043

Managed Services Agreement. Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 Managed Services Agreement Hilliard Office Solutions, Ltd. PO Box 52510 Phone: 432-617-4677 Midland, Texas 79710 Fax: 432-617-3043 SERVICE DESCRIPTIONS By purchasing these Services from Hilliard Office

More information

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement

Sentinel 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 information

When Your Networkʼs Down, Call Crown

When Your Networkʼs Down, Call Crown When Your Networkʼs Down, Call Crown 521 W. Broad Avenue Albany, GA 31701 Phone: 229.317.7940 Fax: 229.317.7941 HelpDesk@CrownNetworking.com MANAGED SERVICES & FLAT RATE I.T. SUPPORT Our Managed Services,

More information

MSP Service Matrix. Servers

MSP 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 information

Open Licenses for Cloud Server and Exchange 2013

Open Licenses for Cloud Server and Exchange 2013 Open Licenses for Cloud Server and Exchange 2013 Cloud Server Open Licenses (prepay for one year and save 7% off monthly pricing for base packages) The pricing below is on a per month basis. The 7% discount

More information

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

Managed Services Overview Servers, Exchange, Help Desk, and Citrix Infrastructures

Managed Services Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Overview Servers, Exchange, Help Desk, and Citrix Infrastructures Prepared By: Envision Information Technologies Last Modified: Thursday, August 28, 2014 Table of Contents Table of Contents... 2 EIT Contacts...

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This Service Level Agreement (SLA) is provided by ECS and is intended to define services and responsibilities between ECS and customer. ECS along with contracted 3 rd party partners

More information

Prepared by: OIC OF SOUTH FLORIDA. May 2013

Prepared by: OIC OF SOUTH FLORIDA. May 2013 OIC OF SOUTH FLORIDA REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by OIC of South Florida for Information Technology Support Services. Interested vendors should

More information

Hosted SharePoint: Questions every provider should answer

Hosted SharePoint: Questions every provider should answer Hosted SharePoint: Questions every provider should answer Deciding to host your SharePoint environment in the Cloud is a game-changer for your company. The potential savings surrounding your time and money

More information

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level

More information

Ezi 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 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 information

Transformyx Service Level Agreement

Transformyx Service Level Agreement Transformyx Service Level Agreement Transformyx provides business IT on demand. Launched with the aim of disrupting the way that organizations currently purchase, use and manage IT, Transformyx provides

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

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE Table of Contents 1.0 GENERAL... 2 1.1 SUMMARY...2 1.2 REFERENCES...2 1.3 SUBMITTALS...2 1.3.1 General...2 1.3.2 Service Request...3 1.4 EXPECTATIONS...3 1.4.1 OTech...3 1.4.2 Customer...3 1.5 SCHEDULING...4

More information

Version: 1.5 2014 Page 1 of 5

Version: 1.5 2014 Page 1 of 5 Version: 1.5 2014 Page 1 of 5 1.0 Overview A backup policy is similar to an insurance policy it provides the last line of defense against data loss and is sometimes the only way to recover from a hardware

More information

ITOPIA SERVICE LEVEL AGREEMENT

ITOPIA SERVICE LEVEL AGREEMENT ITOPIA SERVICE LEVEL AGREEMENT This Service Level Agreement ( SLA ) describes and summarizes the service level guidelines for Itopia s network services and hosted applications ( Services ). This SLA applies

More information

Interact Intranet Version 7. Technical Requirements. August 2014. 2014 Interact

Interact Intranet Version 7. Technical Requirements. August 2014. 2014 Interact Interact Intranet Version 7 Technical Requirements August 2014 2014 Interact Definitions... 3 Licenses... 3 On-Premise... 3 Cloud... 3 Pulic Cloud... 3 Private Cloud... 3 Perpetual... 3 Self-Hosted...

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

THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY ( Exchange My Mail ).

THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY ( Exchange My Mail ). THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY ( Exchange My Mail ). I. Service Definition. Exchange My Mail will provide Hosted Exchange and other Application Services

More information

University Systems Desktop Support Service Level Commitment

University 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 information

Agency Pre Migration Tasks

Agency Pre Migration Tasks Agency Pre Migration Tasks This document is to be provided to the agency and will be reviewed during the Migration Technical Kickoff meeting between the ICS Technical Team and the agency. Network: Required

More information

Networking Best Practices Guide. Version 6.5

Networking Best Practices Guide. Version 6.5 Networking Best Practices Guide Version 6.5 Summer 2010 Copyright: 2010, CCH, a Wolters Kluwer business. All rights reserved. Material in this publication may not be reproduced or transmitted in any form

More information

IT Service Management. Company ABC Service Catalog

IT Service Management. Company ABC Service Catalog IT Management Company ABC Catalog 1 Company ABC Catalog Overview Introduction This document describes the catalog of services supported by Company ABC Email Division. Contents This publication contains

More information

III. Services Required The following details the services to be provided to the Town of North Haven in the area of information services:

III. Services Required The following details the services to be provided to the Town of North Haven in the area of information services: TOWN OF NORTH HAVEN REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY NETWORK SUPPORT SERVICES Issue Date: March 7, 2016 Due Date: 10:00 AM, Monday, March 28, 2016 I. Introduction The Town of North Haven is

More information

THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY.

THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY. THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY. Capitalized terms used herein but not otherwise defined shall have their respective meanings set forth in the End

More information

Services Agreement. Rev 12/10/08 TC v08 1

Services 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 information

Unlimited Server 24/7/365 Support

Unlimited Server 24/7/365 Support Unlimited Server 24/7/365 Support Unlimited Server Support from System Architects covers your Windows servers, Linux servers and virtual machines. Your servers are monitored and managed 24 hours a day,

More information

Active Directory Infrastructure Design Document

Active Directory Infrastructure Design Document Active Directory Infrastructure Design Document Written By Sainath KEV Microsoft MVP Directory Services Microsoft Author TechNet Magazine, Microsoft Operations Framework Microsoft Speaker - Singapore Document

More information

Complete 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 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 information

REDCENTRIC MANAGED SERVER SERVICE DEFINITION

REDCENTRIC MANAGED SERVER SERVICE DEFINITION REDCENTRIC MANAGED SERVER SERVICE DEFINITION SD062 V1.4 Issue Date 01 July 2014 1) OVERVIEW The Managed Server service (MSS) provides access to Redcentric s 24x7 support capability, technical skills and

More information

Get what s right for your business. Contact @lliance Technologies.

Get what s right for your business. Contact @lliance Technologies. Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place

More information

3618 8 th Avenue Phone: 262 564 6400 Kenosha, WI 53140 Fax: 262 564 6401 NOC SERVICES OFFSITE, LLC 262 564 6400. 0 of 8

3618 8 th Avenue Phone: 262 564 6400 Kenosha, WI 53140 Fax: 262 564 6401 NOC SERVICES OFFSITE, LLC 262 564 6400. 0 of 8 NOC SERVICES OFFSITE, LLC 262 564 6400 0 of 8 OVERVIEW In today s competitive world, it is critical for IT Service companies to provide a full range of services for their clients. Through the use of highly

More information

PavelComm s Pro-Tech Lite Fact Sheet

PavelComm s Pro-Tech Lite Fact Sheet PavelComm s Fact Sheet PavelComm s Fact Sheet - IT for Small Companies with Big Business Needs Owners, Executives and Managers should be investing in and integrating technology to increase the productivity

More information

Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015

Administration A. Superintendent. Technology Services Proposal. Board of Education Dr. Bruce Law Superintendent of Schools DATE: July 30 2015 Dr. Bruce Law Pamela Bylsma Tammy Prentiss Domenico Maniscalco Bill Eagan Superintendent Assistant Superintendent Assistant Superintendent Chief Human Chief Financial of Schools for Academics for Student

More information

SMALL BUSINESS OUTSOURCING

SMALL BUSINESS OUTSOURCING SMALL BUSINESS OUTSOURCING PCs on Lease 24X7 Remote Supports Professional Fees Service Level Agreement SMALL BUSINESS OUTSOURCING (SMO) CONNECTING YOUR BUSINESS TO THE TECHNOLOGY RESOURCES YOU NEED Implement

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

Service Level Agreement. For BROKEN ARROW SCHOOLS. July 16, 2015

Service Level Agreement. For BROKEN ARROW SCHOOLS. July 16, 2015 For BROKEN ARROW SCHOOLS July 16, 2015 Service Level Agreement Software Solutions This Service Level Agreement is made between Broken Arrow Schools ( Client ) and ImageNet Consulting, LLC ( ImageNet )

More information

TekEx Service Agreement

TekEx Service Agreement Severity TekEx Service Agreement TekEx Service Agreement This TekWeb Service Agreement ( Service Agreement ) is incorporated into the Quote executed by TekLinks and Customer for TekEx Services and sets

More information

THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS.

THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS. THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS. I. Service Definition Infront Webworks, will provide you with cloud based services and other application

More information

Service Overview. Business Cloud Backup. Introduction

Service Overview. Business Cloud Backup. Introduction Service Overview Business Cloud Backup Techgate s Business Cloud Backup service is a secure, fully automated set and forget solution, powered by Attix5, and is ideal for organisations with limited in-house

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

Small Business Server Part 2

Small Business Server Part 2 Small Business Server Part 2 Presented by : Robert Crane BE MBA MCP director@ciaops.com Computer Information Agency http://www.ciaops.com Agenda Week 1 What is SBS / Setup Week 2 Using & configuring SBS

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

REDCENTRIC MANAGED ARCHIVE SERVICE SERVICE DEFINITION

REDCENTRIC MANAGED ARCHIVE SERVICE SERVICE DEFINITION REDCENTRIC MANAGED ARCHIVE SERVICE SERVICE DEFINITION SD005 V2.0 Issue Date 02 July 2014 1) SERVICE OVERVIEW Redcentric's Managed Archive Service allows customers to regain control of their Microsoft Exchange

More information

Sage 100 Standard ERP Version 2013 Supported Platform Matrix Created as of November 21, 2013

Sage 100 Standard ERP Version 2013 Supported Platform Matrix Created as of November 21, 2013 Sage 100 Standard ERP Version 2013 The information in this document applies to Sage 100 Standard ERP Version 2013 1. Detailed product update information and support policies can be found on the Sage Online

More information

Indiana 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) 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

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

The I.T. Experience Service and Pricing List 2015

The I.T. Experience Service and Pricing List 2015 The I.T. Experience Service and Pricing List 2015 Hourly Rates and Additional Services Residential Hourly Rate Hourly Rate All Services $59.00/hr. Business Hourly Rate Hourly Rate All Services $85.00/hr.

More information

TekCloud Service Agreement

TekCloud Service Agreement Severity This ( Service Agreement ) is incorporated into the Quote executed by TekLinks and Customer for TekCloud Services and sets forth the specific terms and conditions under which TekLinks shall supply

More information

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS)

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) 1. Introduction This Statement of Work (SOW) is an appendix to the existing Master Services Agreement between

More information

Network Client. Troubleshooting Guide FREQUENTLY ASKED QUESTIONS

Network Client. Troubleshooting Guide FREQUENTLY ASKED QUESTIONS Network Client Troubleshooting Guide 1 Network Client Troubleshooting Guide The first section of this guide answers some frequently asked questions (FAQs) about the operation of Intellex and the Network

More information

SAFETICA INSIGHT INSTALLATION MANUAL

SAFETICA INSIGHT INSTALLATION MANUAL SAFETICA INSIGHT INSTALLATION MANUAL SAFETICA INSIGHT INSTALLATION MANUAL for Safetica Insight version 6.1.2 Author: Safetica Technologies s.r.o. Safetica Insight was developed by Safetica Technologies

More information

Additional services are also available according to your specific plan configuration.

Additional services are also available according to your specific plan configuration. THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY. I. Service Definition SMS (Company) will provide You with Hosted Exchange and other Application Services

More information

Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide

Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide Table of Contents 1. TWCBC IP VPN & Managed IP VPN Service Overview... 4 2. How to Order New Services... 5 2.1 Mobile IP VPN Client Licenses...

More information

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C)

Select IT Consulting Services RFP 11-01 Technical and Network Support Specialist Services (Lot Group C) Computer/Application Support Specialist Computer/Application Support Specialist 1 Typical Functions: Preferred This function requires business work experience with Windows XP, IT experience, work experience

More information

GFI LANguard 9.0 ReportPack. Manual. By GFI Software Ltd.

GFI LANguard 9.0 ReportPack. Manual. By GFI Software Ltd. GFI LANguard 9.0 ReportPack Manual By GFI Software Ltd. http://www.gfi.com E-mail: info@gfi.com Information in this document is subject to change without notice. Companies, names, and data used in examples

More information

Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide

Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide Ancero Hosted Virtual Server (HVS) and Hosted Virtual Desktop (HVD) Service Guide Table of Contents 1. DEFINITIONS... 3 2. SCOPE OF SERVICES... 3 3.1 HVD... 4 3.2 WEBHVD... 4 3.3 HVS... 4 3.4 STORAGE D3...

More information

Important Facts. Small & Medium size businesses report an average of 50 hours lost productivity per employee per year due to IT related problems.

Important Facts. Small & Medium size businesses report an average of 50 hours lost productivity per employee per year due to IT related problems. Your information systems are at the heart of your businesses daily operation. System down time costs businesses a significant amount of money each year. Most problems that cause down time can be prevented

More information

Sage MAS 200 ERP Level 3.71 Version 4.30 Supported Platform Matrix

Sage MAS 200 ERP Level 3.71 Version 4.30 Supported Platform Matrix The information in this document applies to Sage MAS 200 ERP Level 3.71 through version 4.30. Sage generally supports only the current Sage MAS 200 level and one prior major level. As of the version 4.10

More information

System Requirements. 60GB free after OS and Updates, Raid 5 or Hybrid SSD array

System Requirements. 60GB free after OS and Updates, Raid 5 or Hybrid SSD array System Requirements The system requirements are shown below for each type of installation, software, and peripherals. Should you have questions about the system requirements or replacement peripherals

More information

Managed Service Plans

Managed Service Plans Managed Service Plans www.linkedtech.com 989.837.3060 989.832.2802 fax Managed Information Technology Services System downtime, viruses, spy ware, losses of productivity Are the computer systems you rely

More information

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia 1 DEFINITIONS Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions:

More information

I.T. Assurance. Letting you do what you do best... run your business. www.sironasolutions.com 0161 850 1000

I.T. Assurance. Letting you do what you do best... run your business. www.sironasolutions.com 0161 850 1000 Letting you do what you do best... run your business www.sironasolutions.com 06 850 000 For years, IT companies and their clients have been working against each other. Something breaks, the IT company

More information

The Future of Business IT Support

The Future of Business IT Support The Future of Business IT Support Hertscom deliver best of breed hosted IT solutions as a fully managed service all under a single umbrella, leaving you to run your business. We believe IT should be easy,

More information

Information Technology Services

Information Technology Services Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT This Service Level Agreement ( SLA ) applies to and governs such Gabian Technology and its partners SharePoint, Web Hosting, Virtual Private Server, Exchange Hosting, Advisor Earnings, Email Archive, CRM

More information

1 ForestSafe SaaS Service details Service Description Functional Non Functional

1 ForestSafe SaaS Service details Service Description Functional Non Functional 1 ForestSafe SaaS Service details 1.1 Service Description ForestSafe is a privileged identity management system used today to manage the Administrator passwords of 65,000 computers by the UK largest bank.

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

Audit4 Installation Requirements

Audit4 Installation Requirements Audit4 version 8.1+ 2015 Copyright 2012 S4S Pty Ltd Audit4 Support Matrix 2015 The following table provides details on the operating system and database engine support for Audit4 as at March 2015. Operating

More information

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES

HELPDESK & SERVER MONITORING. Helpdesk HOURS OF COVER KEY FEATURES HELPDESK & SERVER MONITORING Organisations are under pressure to implement efficient, reliable and cost effective helpdesk And server monitoring service solutions. Our Helpdesk & Server Monitoring services

More information

RELEASE NOTES Product Version: 7.2 Date: November, 2015

RELEASE NOTES Product Version: 7.2 Date: November, 2015 RELEASE NOTES Product Version: 7.2 Date: November, 2015 2015 COPYRIGHT METALOGIX INTERNATIONAL GMBH 1 COPYRIGHT 2015 Copyright Metalogix International GmbH All rights reserved. No part or section of the

More information

Sage Grant Management System Requirements

Sage Grant Management System Requirements Sage Grant Management System Requirements You should meet or exceed the following system requirements: One Server - Database/Web Server The following system requirements are for Sage Grant Management to

More information

Workstation Management

Workstation Management Workstation Management Service Description Version 1.00 Effective Date: 07/01/2012 Purpose This Service Description is applicable to Workstation Management services offered by MN.IT Services and described

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This Service Level Agreement ( SLA ) applies to and governs such PLEX SharePoint, Web Hosting, Virtual Private Server, Exchange Hosting, CRM and other remotely provided services

More information

1.1 SERVICE DESCRIPTION

1.1 SERVICE DESCRIPTION ADVANIA OPENCLOUD SERCVICE LEVEL AGREEMENT 1.1 SERVICE DESCRIPTION The service is designed in a way that will minimize Advania s operational involvement. Advania administrates the cloud platform and provides

More information

Software Microsoft SPLA Service Agreement. 1.0 Terminology. 2.0 Service Description. 3.0 Service Options

Software Microsoft SPLA Service Agreement. 1.0 Terminology. 2.0 Service Description. 3.0 Service Options This Software Microsoft SPLA Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer.

More information

See all, manage all is the new mantra at the corporate workplace today.

See all, manage all is the new mantra at the corporate workplace today. See all, manage all is the new mantra at the corporate workplace today. 1) Do you want to schedule backups, software updates using just one consistent automation platform? 2) Do you want a product that

More information

TELSTRA CLOUD SERVICES CLOUD INFRASTRUCTURE PRICING GUIDE AUSTRALIA

TELSTRA CLOUD SERVICES CLOUD INFRASTRUCTURE PRICING GUIDE AUSTRALIA TELSTRA CLOUD SERVICES CLOUD INFRASTRUCTURE PRICING GUIDE AUSTRALIA WELCOME TO TELSTRA CLOUD SERVICES Our cloud infrastructure solutions are made up of a combination of scalable cloud resources, including

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

Hosting Services - Dedicated Service Agreement Page 1 of 6

Hosting Services - Dedicated Service Agreement Page 1 of 6 Hosting Services - Dedicated Service Agreement Page 1 of 6 This Hosting Services - Dedicated Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions,

More information

Hardware/Software Specifications for Self-Hosted Systems (Multi-Server)

Hardware/Software Specifications for Self-Hosted Systems (Multi-Server) Hardware/Software Specifications for Self-Hosted Systems (Multi-Server) EBIX, INC. 1 Ebix Way, Johns Creek, GA 30097 Rev. 07/2015 2015 Ebix, Inc. and its subsidiaries. All Rights Reserved. This software

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

HOSTED EXCHANGE SERVICES & HOSTED SHAREPOINT SERVICES TERMS AND CONDITIONS

HOSTED EXCHANGE SERVICES & HOSTED SHAREPOINT SERVICES TERMS AND CONDITIONS HOSTED EXCHANGE SERVICES & HOSTED SHAREPOINT SERVICES TERMS AND CONDITIONS This agreement is between you, the subscriber to the Hosted Exchange service and/or Hosted Sharepoint service, and Excalibur Technology

More information

Senior Systems Cloud Services

Senior Systems Cloud Services Senior Systems Cloud Services In this guide... Senior Systems Cloud Services 1 Cloud Services User Guide 2 Working In Your Cloud Environment 3 Cloud Profile Management Tool 6 How To Save Files 8 How To

More information

REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES

REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES The Community Action Partnership of the Greater Dayton Area (hereinafter CAPGDA) is requesting proposals from qualified, professional technology

More information