Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement

Transcription

1 Ezi Managed Services Pty Ltd Introduction to Our Managed Service Agreement Ezi Managed Services Pty Ltd 108 The Promenade Camp Hill, QLD 4152 Ph: Fax:

2 INTRODUCTION This document provides an introduction to the Ezi Managed Services Service Level Agreement (SLA). It outlines the features and benefits of engaging a Ezi Managed Services SLA. SUMMARY Ezi Managed Services has undertaken this approach to provide you with a customer orientated Service Level Agreement or EMS Managed Service Agreement SLA as we call it, that addresses many of the IT issues facing your company. This is an approach that focuses on tasks and outcomes for you not the time taken to perform work. It is Outcome Based Service Work and delivers greater value than other models. This is a unique offering as it provides more than a standard maintenance agreement or a reactive support contract. The key questions are: Is computer uptime crucial to the success of your organisation? Have you always wanted to have: A more reliable computer network? Capped IT costs? Easy to calculate IT expenditure and budgets? A service organisation that contacts you and keeps you informed? EMS Managed Service Agreement addresses these areas and goes a step beyond all previous SLAs, with the establishment of our five tailored Platinum High- Availability, Platinum Extended, Platinum, Gold, and Silver plans. Traditionally, IT companies are focussed on time spent performing work. This makes it difficult to estimate labour charges before work is performed, thus rewarding IT companies that perform work slowly, rather than those that work efficiently. By offering a Fixed Price model, it is in Ezi Managed Services s interest that your network is running well! The EMS Managed Service Agreement SLA forms the backbone of the relationship between Ezi Managed Services and you, our Client. It is provided to you on five different levels to match your service requirements and budget. Each level defines the work that will be performed, the frequency of the work, and the response times. The SLA is not based on the number of hours allocated each month. There are simply a range of tasks, outcomes and regular maintenance that will be performed under the scope of the SLA. If you encounter additional problems in a certain month (problems that are covered under your SLA level), there are no additional costs to you. EMS Managed Service Agreement is therefore a commitment to you to ensure work is performed efficiently and that the performance of your network is always at its peak. The EMS Managed Service Agreement Concept There are five different levels of Managed Service Agreement available: Platinum High- Availability, Platinum Extended, Platinum Standard, Gold, and Silver. These are explained and outlined in detail on the following pages. As you move up through the levels of EMS Managed Service Agreement, there are several key differences/features that will improve the service delivery for you, including: The range of tasks and outcomes covered increase. The maintenance checks increase in frequency. The consultancy discussions and recommendations increase in frequency. The phone response times are reduced. The on- site response times are reduced. The response times for critical Microsoft security updates are reduced. Ph: (07) Page 2

3 The fees for additional work required outside the scope of your specific EMS Managed Service Agreement level decreases. In some circumstances additional items are included or can be added, such as free priority response, free labour, offsite backup and disaster recovery. THE GUARANTEE Ezi Managed Services is so confident of being able to deliver on the services offered that we offer a credit if certain aspects of your Managed Service Agreement are not delivered: There are four key measurable items that this refund is offered on: Maximum response times for new critical items. Maximum on- site time for new critical issues. Critical Microsoft Security Updates on the server. Performance Indicators. As a credit, Ezi Managed Services will provide on a 2:1 ratio, uncharged service hours for every 15 minute block that the system which processing failed to meet the performance indicator (P.I.) during the specified Managed Service Agreement. The credit will be equivalent to the period that the service was below to the guarantee provided. As an example, for a 15 minute outage during Service Level Agreement, Ezi Managed Services will provide 30 minutes of uncharged service time, credited towards your account. Ph: (07) Page 3

4 EMS MANAGED SERVICE AGREEMENT SERVICE LEVELS Item EMS MSA Plus EMS MSA H/A Extended Plus EMS MSA Lite High- Availability Support 24 x 7 Extended Support Hours 10 x 7 08:00 18:00 Monday to Sunday Standard Support Hours 10 x 5 08:00 18:00 Monday to Friday Unlimited on- site support Disaster recovery*** Daily offsite backup software & service* 200GB Storage 100GB Storage 100GB Storage Re- install of server operating system after hardware failure** Re- install of operating system and applications on workstations after hardware failure** Management of routers and firewalls Standard office- type application installs and upgrades Solve configuration issues related to Microsoft office- suite products Real Time monitoring at Ezi Managed Services NOC Standard warranty (for items purchased from Ezi Managed Services No call out fee payable Regular maintenance checks and live monitoring Priority support Standard Microsoft office application software patches & updates SPAM Filtering (optional achieving available) Access to afterhours emergency service Phone and Remote Desktop Support**** Repairing problems with automatic and scripted methods User management creation, removal, reset passwords, reset hung sessions, desktop setup Note: Included onsite support and services is for Brisbane based sites only and based on items covered within the scope of this document ^^ Unlimited on- site support for all services listed within above table and subject to Ezi Managed Services fair usage policy. * Please ask for detailed information on the offsite backup and disaster recovery if required. ** Only includes systems under warranty. *** Additional hardware and software may be required. Please ask for details. Hardware not in warranty will not be covered under the SLA for tasks like performance issues, hardware failure or reinstall or repair due to hardware failure. All hardware/software purchases for items that need to be under the SLA need to be purchased through Ezi Managed Services where possible or approved by Ezi Managed Services. Ph: (07) Page 4

5 GUARANTEED RESPONSE TIMES Managed Service Agreement SLA Introduction The EMS Managed Service Agreement SLA programs have differing response times. The response times are summarised below.* Priority EMS MSA Plus EMS MSA EMS MSA Lite Maximum response time for any support call Maximum on- site engineer departure time for any Priority 1 critical support* Maximum on- site engineer departure time for Priority 2 support* H/A Extended Standard 30 minutes 1 hour 1 hour 1.5 hour 3 hour 3 hours 4 hour 4 hour 6 hours 6 hours 0.5 day 1 day 1 day 2 days 2 days Maximum on- site engineer 1 day 2 day 2 day 3 days 3 days departure time for Priority 3 support Note: All response times quoted are based on business hours (8:00am 18:00 Monday to Friday AEST (Brisbane time) except statutory holiday.) See Priority section for Priority 1, 2 and 3 definitions Response Times for Platinum H/A are quoted based on 00:00 till 24:00 seven days per week. Response Times for Platinum Extended are quoted based on 08:00 till 18:00 Monday to Sunday AEST. Days are classed as working business days 08:00 18:00, except for Platinum H/A and Platinum Extended Service Level Agreements * Note that response times are guaranteed times to respond to a problem, not to resolve an issue. PRIORITY The priority of the service response to e- mails, telephone calls and the on- site response, where necessary, is determined by Critical (Priority 1) and Non- Critical (Priority 2) issues. As there is a broad range of industry, business size, type and technology reliance, the determination of the priority will be made by the responding Ezi Managed Services engineer. Typical events constituting Critical and Non- Critical issues include, but are not limited to: Critical (Priority 1) Major disaster: e.g. loss of essential server/s, mission- critical LAN/WAN or widespread loss of communications Non- availability by everyone to any critical program for whatever reason Printing problems across multiple printers Multiple users are being prevented from serving company customers Critical data being lost/corrupted Network down Problem appears to be related to a security breach Users being prevented from serving critical internal requests System constantly producing incorrect results in isolated circumstances Constant error generation from fundamental processes Non- Critical (Priority 2) Crash/no access to/non- availability of a non- essential server Local and confined PC problems Local printer/scanner problems User is unable to process a particular type of service but has simple alternative User prevented from performing low priority work Only one of many users is affected Ph: (07) Page 5

6 Priority 3 Managed Service Agreement SLA Introduction One PC not working (except where it constitutes a significant portion of system) System produces incorrect results in a known and isolated set of circumstances which can be worked around Program updates/program installations/cosmetic changes/planned downtime Manual instruction/user error problems Please note: Many problems are caused by third party software that is not the responsibility of Ezi Managed Services. Our technicians will endeavour to assist you in the determination of such problems and source a solution where possible as part of our service to you normal charges may be applicable where a particular application is not covered under this agreement. PREVENTATIVE MAINTENANCE SCHEDULE There are five levels of support contracts offered with each one having a specific visitation schedule. The maintenance schedule is summarised in the table below: Item EMS MSA Plus EMS MSA EMS MSA Lite H/A Extended Standard Onsite Visitation** Every Month Every Month Every Month Every 2 Every 3 Critical Microsoft Security Updates (servers only) Within 1 Day Within 1 Day Within 1 Day Within 2 Days Within 3 Days Consultancy Discussion Every 3 Every 3 Every 3 Every 6 Every 9 ** Onsite Visitations are for Brisbane based clients only. SERVICES RATES Work not listed in the standard terms of the EMS Managed Service Agreement plan will be charged at an hourly rate or quoted individually before work commences (at the discretion of the Ezi Managed Services engineer, depending on the nature of the task). Work requested to be performed after- hours will be charged at an additional after- hours rate. If the work to be performed is work that would normally be undertaken as part of your SLA plan, that work is charged at the difference between the normal and the after- hours rate. The preferred method for billing of additional services is in prepaid blocks. Prepaid blocks offer other benefits including discounted rates. If there are additional charges incurred during a month, these items will be itemised and invoiced monthly and deducted from a pre- paid block. INFORMATION PROVIDED TO THE CLIENT A report is sent to the client monthly or within seven days of the maintenance check. A summary report is sent to the client after each consultancy discussion with any recommendations noted. INFORMATION FROM THE CLIENT For efficient operation of a maintenance contract, the number of staff contacts is limited in an organisation. If the organisation has only one site, one contact is nominated by the organisation to be the link between the organisation and Ezi Managed Services. If the organisation has more than one site covered by the SLA, one organisation contact is nominated with an additional contact for each site. Ph: (07) Page 6

7 ITEMS INCLUDED IN THE MAINTENANCE CHECK Servers Network Backup Systems Virus Protection Perform Windows updates Apply required service packs and patches Check event logs for errors Check free hard disk space for each drive / partition Delete temp files Empty recycle bin Check RAID array Check CPU usage Change administrator password (a minimum of every six months) Check free resources Check RAM usage Check swap file size and location Check Active Directory replication Check Exchange server service pack Check Exchange RBLs Exchange database scans / repairs / defrags Check Exchange server data folder size and alert when close to limit Check Exchange log file location and size and ensure backup is running Remove temp files and bad mail files Remove unused Exchange mailboxes Check DNS server name resolution Check WINS server database and name resolution Check DHCP database and configuration Check switches for high utilisation and data collisions Check routers and firewall Full audits (hardware, software, IP addresses) Check all tape backup event logs Test data restoration of a small amount of data from a previous backup at random intervals Remove unnecessary catalogues Clean heads on tape drive Update emergency restore disk Check backup jobs Check available backup space Check backup scripts / jobs Check that tapes are clearly labelled Check virus definitions and update if necessary Check virus logs Check scheduled virus scans Check virus quarantine Check for virus program updates and patches Internet and E- mail Users Check e- mail access Check faxing software for normal operation Check queues in SMTP mail service Check remote access availability and security Check Internet connections Check Internet data downloads Check Internet access restrictions Check e- mail policy and usage Delete temporary Internet files Check the Internet usage and plan is appropriate Check user profiles Check permission groups Check distribution groups Check mailboxes Disable or remove redundant users Battery Backup (UPS) Workstations ITEMS INCLUDED IN ALL MANAGED SERVICE AGREEMENTS Hardware Audit Due to required server downtime, this is only tested once every 12 months Test UPS Check battery life Check free hard disk space Delete temporary files Talk to users and resolve problems within scope of support contract Assist users with peripherals, software & hardware issues within the scope of the applicable SLA Check virus protection status Check scheduled virus scans Check for program updates and patches Check for Windows updates Check hard drive for errors Perform system maintenance on hardware (such as defragmentation / disk clean up) Spy ware Scan / Clean Where possible, before the agreement begins, Ezi Managed Services will perform an audit of all your hardware and list all of the items covered under the maintenance agreement. A client must include their entire network at any one site. As often a problem in one part of a network leads to problems in another area, a holistic approach must be taken. The exception is when a customer has multiple sites. In this scenario, a client can choose to have different sites covered at different levels. Ph: (07) Page 7

8 At regular intervals the hardware audit is updated by Ezi Managed Services so that you and Ezi Managed Services are both aware of what is on the network. It is the responsibility of the Client to notify Ezi Managed Services within five working days of any changes to the items covered by the Managed Service Agreement. If there are increases or decreases to the number or changes to the type of hardware covered by the Managed Service Agreement, the agreement will be adjusted to suit and any changes to charges will commence the following month. All network attached hardware must be approved and/or supplied by Ezi Managed Services. Maintenance Check At the interval specified, a health check is performed to gauge the health of the existing network. Regular maintenance tasks are performed. Performance of the network is reviewed. When the Maintenance Check is on- site, users are asked about issues since the previous maintenance visit. If the maintenance check is being performed remotely, the site contact is asked about any specific issues that exist. A written summary report is provided within seven working business days after each check and further recommendations, if any are noted on this report. Microsoft Critical Security Updates As potential areas of exploitation are discovered by Microsoft within their operating systems, critical patches are released to overcome these potential hazards. These patches are applied to the server/s on a client s network within a day (or days depending on the level of support chosen) to minimise the possibility of a client having their server compromised. Unlimited Support Time for Specific Tasks Unlike most maintenance contracts that have an allowance of hours and then charge you extra if you use more - the Ezi Managed Services SLA is outcome and task orientated (Outcome Based Service Work). There is no limit to the number of hours of support you receive in a month your support level will however, determine what type of support you will receive as part of your Managed Service Agreement conditions AN IT DEPARTMENT Many networks have some unique characteristics, but the majority of the network is configured in a standard operating environment (SOE) when set up correctly. This means that along with the extensive Managed Service Agreement documentation, the skilled technicians at Ezi Managed Services should be able to work on any network with a minimum of fuss. So instead of employing your own internal IT Manager that goes on holidays, has sick days etc. leaving you without a reliable source of IT management, you can rely on Ezi Managed Services to have an efficient team of engineers that can be deployed in a timely manner to help you with your IT situations. PRICING The pricing is based on the number of devices in the network. As networks change with your business, both in size and configuration, we change the monthly Managed Service Agreement fee based on the number of devices for that period. Please note discounts are available at the following rate 2.5% discount if paid quarterly in advance 5% discount if paid half yearly in advance 10% discount if paid annually in advance Ph: (07) Page 8

9 WHAT NEXT? Please contact Ezi Managed Services and advise us of your interest in joining the Service Level Agreement program. Ezi Managed Services will send over an application form that will include the starting number of devices for the first month. Once the application is received back, we will organise the onsite audit where applicable and deploy our EMS Managed Service management software onto all computers (desktops, notebooks and servers). Bring all equipment up to date with patches and firmware updates, reconfigure firewalls to remove security holes and validate the anti virus solution. Ph: (07) Page 9