SmartImpact MS Dynamics CRM. Support Service Definition

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1 SmartImpact MS Dynamics CRM Support Service Definition Alliance House, 12 Caxton Road, London, SW1H 0QS United Kingdom Phone: +44 (0)

2 MS Dynamics CRM in the Cloud Support 1. Service Overview 1.1. Service Definition Government offices and public sector institutions cannot afford to rely on the services running smoothly and without any incidents and appropriate support from an experience technology company. While there are some services, which can run without interruptions, the majority will need from time to time modifications, upgrades and amendments which will bring the underlying software up-to-date with other systems and services provided by the organisation. SmartImpact has designed a comprehensive and affordable support package, which can be tailored according to our clients specific, needs. Three levels of support provision are offered ranging from 5 days per annum through to 13. Bronze: Up to 5 days per year. 1 day is used for setup and management and 4 days for support. The support days can only be used for support related issues. The support days cannot be carried over to next year. Silver: Up to 9 days per year. 1 day is used for setup and management and 8 days for support. These days can be used for support as well as for new tasks and functionality as long as the new task does not require more than 1 day. The support days cannot be carried over to next year. Gold: Up to 13 days per year. Setup and management is included. These days can be used for support as well as new tasks and functionality as long as the new task doesn t require more than 2 days. Two unused support days can be carried over to next year. Pricing details can be found in the Pricing_Document_GC6_SmartImpact.pdf document attached together with this service definition document About SmartImpact SmartImpact are experts in Microsoft Dynamics CRM with offices in London Victoria. We provide and support elegant and effective systems for small and large organisations where customers or members are at the heart of their operations.

3 We place quality in the centre of everything we do. This doesn't just mean we exceed the normal standards you should expect any good supplier to live up to, but extends to areas such as keeping things simple to make sure the finished system matches our customers' needs, or the thoughtful ways we help them go live with our software. We aim to continue delighting our customers. Our focus on quality, and track record of success, means that SmartImpact is often appointed to drive project turnarounds or relaunches for existing but underperforming CRM systems. We do this directly for end clients and also on behalf of a range of leading IT services companies. SmartImpact has extensive experience in CRM Cloud Services and assists customers making important decisions such as selecting between private or public cloud and their implications with staff productivity and data security. SmartImpact can take customers through the pros and cons and help them match these to their current position and future needs. Meaning they can know what suits them best. 2. Backup and Disaster Recovery 2.1. Datacentre and Hosting SmartImpact is partnered with Rackspace to hosts its cloud solutions due to their credentials in uptime and speed of service. As such they make a guarantee of 99.7% uptime excluding scheduled maintenance, which is carried out at the most acceptable time for our clients (i.e. 2am). Rackspace is already accredited on the G-Cloud programme, providing Infrastructure as a Service in both G Cloud 4 and G Cloud 5. SmartImpact provides data integration for a number of clients and is therefore fortunate enough to stay up to date on changes in the law through communications with our hosting provider Rackspace from Microsoft and from client feedback. SmartImpact is ISO9001 accredited. Our hosting company Rackspace accreditations include: ISO27001 ISO9001 ISO14001 OHSAS18001 AICPA SOC3 PCI

4 2.2. Backups and Restore SmartImpact provides two levels of backups. The first is run by Rackspace which covers the entire SmartImpact cloud servers and operating systems which is done periodically either differential or full form which can be restored easily via their portal as necessary. The second is our own backup procedure which backs-up the database. performed overnight every night and kept for 7 days. This is Backup logs can be printed or downloaded via the Rackspace interface and SmartImpact is able to provide this logs on a monthly basis and by arrangement. Database backup logs can be sent to our customers on a daily basis. Rackspace has a standard procedure of having two datacentres in the UK with Backups transferred between one and the other. Backup restore tests can be carried out on an agreed time lapse on our cloud servers or in any local server if required. 3. Service On-Boarding and Off-Boarding For further information and to discuss assessment on your specific G-Cloud solution please contact the SmartImpact office on: +44 (0) SmartImpact s On-Boarding Process For further information about receiving this service please contact SmartImpact on: +44 (0) or 3.2. SmartImpact s Off-Boarding Process If a service with SmartImpact is no longer needed please provide a 30 days notice by contacting SmartImpact on the following: +44 (0) or

5 4. Service Management Details Every service is assigned a SmartImpact Manager, who has overall responsibility for all steps in the project life cycle. He or she will liaise with the customer project manager (either an IT or a business person) to ensure that the project control is of the highest standard and that all parties are aware of critical decisions that need to be taken. SmartImpact will provide service desk support to our customers from 9am to 5:30pm Monday to Friday, excluding Bank Holidays and other Public Holidays Help Desk service is accessible via: Web: Phone: (preferred) +44 (0) (backup) 4.1. Severity Levels SmartImpact uses the following definitions when assessing the severity of a problem when our customers use the service desk: CATEGORY A FAULTS A malfunction of the System, functionality or performance which taken in conjunction with the situation at the time such fault occurs inhibits the system from operating to a reasonable level. Respond as soon as possible and no later than 2 hours after notification of the fault. Use its best endeavours to bring the System up and running to a reasonable level of functionality (whether by work around, patches or otherwise) but in any case within 24 hours of the Fault being notified CATEGORY B FAULTS A malfunction of the System causing interruption of functionality or performance that hinders operation of the System, but still allows the System to operate at a reasonable level and does not have a significant impact to on-going business operations. Respond within 4 hours after notification of the fault. Use its best endeavours to bring the System up and running to a reasonable level of functionality (whether by work around, patches or otherwise) but in any case within 24 hours of the Fault being notified.

6 CATEGORY C FAULTS A malfunction of the System, which though inconvenient does not have a significant impact on the operation of the System Respond within 10 hours after notification of the Fault Use its best endeavours to bring the System up and running to a reasonable level of functionality (whether by work around, patches or otherwise) but in any case within 48 hours of the Fault being notified CATEGORY D FAULTS A malfunction of the System has no impact on the operation of the System. Respond within 7 days after notification of the Fault Use its best endeavours to bring the System up and running to a reasonable level of functionality (whether by work around, patches or otherwise) but in any case within 14 days of the Fault being notified. Final resolution or fix of the fault will be carried out adherence to the Software Author s policy by means of regular service packs and version upgrades. 5. Service constraints SmartImpact provides support and maintenance for the core functionality in partnership with our hosting supplier Rackspace. This includes but is not limited to: Configuring, patching, upgrading and troubleshooting the host operating Systems Configuring, patching, upgrading and troubleshooting the Private Cloud Software Providing access to base guest VM images for use in your image catalogue 6. Service Levels Rackspace guarantees 100% availability of power and network connectivity and one hour downtime for hardware failure replacement, however our SmartCloud is configured for high availability making this one-hour hardware downtime irrelevant. Scheduled maintenance is normally carried out at the most acceptable time for our clients (i.e. 2am) or by prior arrangement.

7 7. Financial recompense (Credits) SmartImpact provides Service Levels in our service contracts, which contain specific recompense terms. For more information please refer to the supporting documentation on the Terms_Conditions_GC6_SmartImpact.pdf document. 8. Training Training is a key process for any SmartImpact service. This can be integrated as part of our support packages (Bronze, Silver and Gold) or as stand alone activities depending on the complexity of the service, modules adopted and number of users needing training. SmartImpact s approach is to offer training while on the testing phase (Super user and UAT training), however training can be offered at an agreed stage within the delivery of the service. 9. Ordering and invoicing process After contacting SmartImpact customers willing to purchase our services must follow the Call-Off ordering procedure described within the Digital Market Place portal (this includes the Call-Off Order Form and Call-Off Terms) and send them to: When necessary, SmartImpact will provide the following bills/invoices: Monthly Bills This is a monthly recurring charge and is billed on a monthly basis for the lifetime of the service. One Time Charge This is for services provided via Specialist Cloud Services 10. Termination terms SmartImpact does not charge any termination fees to our customers. However as described on the terms of service and off-boarding section above, customers willing to terminate the services will need to provide 30 days notice in writing to SmartImpact. SmartImpact will also provide 30 days notice to terminate any customer s service provided by SmartImpact. Customers will be credited any amount that has been paid beyond the termination date once the service has been terminated.

8 11. Data restoration / service migration Not applicable, support service only. 12. Customer responsibilities SmartImpact customers are expected to appoint a Project Manager or Customer representative (either an IT or a business person) to ensure that the support is of the highest standard and that all parties are aware of critical decisions that need to be taken. Please refer to the Terms_Conditions_GC6_SmartImpact.pdf document for more details about our customer responsibilities. 13. Technical requirements Not applicable, no technical requirements identified. 14. Trial Service Not applicable, support service only.

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