GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION

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1 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 contact your Account Manager. 2. SERVICE DEFINITION 2.1 Service Overview The GMS Network Service is designed to ensure that the information and visibility required to manage an organisations network infrastructure is available by providing real time network device monitoring, alerting reporting and management. The GMS Network Service is a fully managed service that provides proactive wireless and device monitoring, alerting, reporting, trouble shooting and hardware maintenance restoration as standard to organisations requiring a complete infrastructure and service management solution. Organisations benefit from a number of wireless, inventory, performance and capacity reports, in addition to the ability to make changes through the service request process and being able to outsource all incident and problem management activities to Spark Digital. The GMS Network Service also offers a Device Rental option (paragraph 2.3) that can be utilised in combination with the Service selected by the customer. The GMS Network Service can be purchased in any combination with the GMS Network Basic service, GMS Network Plus service and the GMS Network Premium service (along with Device Rental and Hardware Maintenance) to deliver differentiated service attributes. GMS Network WAN Services 3 rd Party WAN Spark Digital Router Customer Router Switches WiFi Spark Digital Router 3 rd Party Router Switches WiFi Commercial in Confidence Page 1 of 16

2 2.2 Essentials Access In order to receive the GMS Network Service you are required to have the appropriate Spark Digital Essentials Access: networking service. This Service provides access to the GMS Network Management Toolsets that are used in the delivery of the GMS Network Service. This Spark Digital Essentials Access: networking service can also be used provide you with access to other Spark Digital Managed Services and Cloud Products, or if an instance already exists utilised to provide access for GMS Network. A separate Spark Digital Essentials Service Schedule will form the detail of this offer. 2.3 Standard Service Features The key features of the GMS Network - Service are: GMS Network Product features Std Opt Wireless intrusion detection system Wireless Location Services Wireless Event notification to Spark Digital Operations Wireless Rogue and Rogue on Wire Detection Online wireless reporting Wireless Rogue Reporting RF Heatmaps Network discovery and mapping Availability monitoring Performance monitoring Device inventory reporting Event notification to customer Event notification to Spark Digital Operations Performance reporting Capacity reporting Incident management Problem management Automated configuration backup Configuration deployment Service Request fulfilment Read Only Access Hardware maintenance Commercial in Confidence Page 2 of 16

3 Wireless Intrusion Detection System: Protects the network from wireless threats, by detecting rogue wireless devices including high severity threats such as customers SSID and Wired Rogues. Network Visibility: Network tools capture and consolidate crucial information about RF spectrum, sources of RF interference, and devices and users on the network. The customer can access this information via the online portal. Wireless Event Notification to Spark Digital Operations: High severity wireless events are notified to Spark Digital Operations for initial analysis to determine the approximate location of the threat and advise the customer. Wireless Rogue and Rogue on Wire Detection: Where wireless rogues are detected, we can identify the physical port the rogue is connected to (subject to the port being on a device being managed with GMS Network LAN Premium) Wireless Rogue Reporting: Visibility of predefined reports of how the wireless network is being used. ed Reporting: Daily and weekly reports ed for lower severity wireless rogues. RF Heatmaps: Radio Frequency (RF) models in relation to floor plans for customers Access Points and Wireless Rogues. Network Discovery and Mapping: The Spark Digital management system automatically discovers devices within the customer s network topology and stores details of these in the central repository for inclusion in reports presented via a customer reporting portal. Availability Monitoring: The management system monitors each device for its up/down status. Details are stored in the central repository and used to generate summary reports. Performance Monitoring: The management system monitors performance levels relevant to different classes of device. Details are stored in the central repository and used to generate summary reports. Device Inventory Reporting: An inventory of devices that are managed in the network are accessible in online reports along with details of location as defined in management systems. Event Notification to Spark Digital Operations: The management system detects abnormal events (e.g. device down) and generates an alert to Spark Digital Operations to initiate diagnose and incident resolution. Performance Reporting: Details of performance statistics captured for devices are available in the portal. Capacity Reporting: Details of device capacity statistics captured for devices are available in the portal. Incident Management: Spark Digital investigates the cause of an incident that it has been advised of, via either an automated event notification or via a customer logging an incident with the Service Desk. Customers will also be ed incident notifications for severity 1 and severity 2 incidents, where they have opted to select notification of events. Problem Management: Where reoccurring or multiple related incidents have taken place, Spark Digital performs analysis of the cause and makes recommendations on steps that can be taken to prevent future occurrences or reduce the impact of a future occurrence. Automated Configuration Backup: The management system stores a backup of device configuration in the central repository. The customer may request a copy of the backup through the Service Desk. Configuration Deployment: Spark Digital manages the implementation and deployment of changes to device configuration requested by the customer. Service Request Fulfilment: Spark Digital provides a service desk that responds to customer requests for move/add/change functions. Read Only Access: The customer has read only access on the device that Spark Digital is providing the GMS Network Service. Spark Digital has responsibility for all changes made to that device. Commercial in Confidence Page 3 of 16

4 ACCOUNT MANAGEMENT SERVICE DELIVERY MANAGEMENT Hardware Maintenance: Spark Digital provides an onsite break-fix service for each approved managed device. Spark Digital provides incident management against predefined SLAs. An appropriate inventory of spare parts is held at various locations. A choice of three Return to Operations (see paragraph 3.2, Device Management table) coverage hours is available. GMS Network Systems & Processes Managed Service monitoring and reporting systems Event alerts Event alerts Customer can view reporting portal Customer Phone support Tier 0 NOC Assign incidents Tier 1 Service Desk Triage events, perform root cause analysis Managed Service maintenance (Mandatory) Provides hardware restoration service in place of standard warranty Remote support/ diagnosis Remote support/ diagnosis Nationwide replacement Tier 2 Operations Tier 3 Operations Spark Digital logistics Tier 2 Field delivery Onsite support required Escalation for access to vendors as required (Spark Only) Vendor (e.g. Cisco TAC as required) 2.4 Service Options The key optional features of our GMS Network service to be selected from are: Device Rental: Devices to be managed may be provided by Spark Digital on a monthly rental basis across the term of the contract. The Devices that will be managed are those listed in the Service Schedule. Device Rental Contract Term Options 1 Year 2 Years 3 Years 4 Years 5 Years Hardware maintenance: Spark Digital provides an onsite break-fix service for each approved managed Device. Spark Digital provides incident management against predefined SLAs. An appropriate inventory of spare parts is held at various locations. A choice of three Return to Operations coverage hours is available. This selection determines the hours during which Spark Digital will undertake hardware support and restoration: Commercial in Confidence Page 4 of 16

5 Hardware Maintenance Service Coverage Hours Service Support/ Optional 8am - 5pm x 5 days per week excl. public holidays ( 8-5x5 ) 7am - 7pm x 7 days per week excl. public holidays ( 7-7x7 ) 24 hours per day x 7 days per week incl. public holidays ( 24x7 ) Event Notification to Customer: The management system detects abnormal events (e.g. device down) and generates a notification to a nominated customer address informing the customer what follow-up action is necessary when optionally selected in the GMS Network - Service. GMS Network Product Features Event notification to customer Optional 2.5 Service Management Service Management for the GMS Network - Service and its technical support requirements are provided by Spark Digital Operations. Spark Digital Operations will collate and keep information in accordance with standard Spark Digital operating procedures for specifications relating to the operation and maintenance of all equipment and software provided under the service. The GMS Network - Service Coverage Hours are defined in the following table: GMS Network Service Coverage Hours Standard Optional Service Fulfilment 24x7 incl. public holidays Call Reception 24x7 incl. public holidays Monitoring hours 24x7 incl. public holidays Service Support/ 8-5x5 excl. public holidays 7-7x7 excl. public holidays 24x7 incl. public holidays Service Coverage Hours Types Service Fulfilment Hours Service Coverage Hours Definition The hours during which Service fulfilment support desks are operational. Commercial in Confidence Page 5 of 16

6 Call Reception Hours Monitoring Hours Service Support/ The hours during which incoming telephone calls from customers to the Spark Digital Service Desk are accepted and logged. The hours during which Spark Digital monitors the customers network for events and alerts. The hours during which a customer can call and report a fault or log a request and when work on it will commence. Service Support Problem Management and Service Restoration Spark Digital Operations will co-ordinate efforts to identify and help fix faults within the GMS Network - Service product including Hardware Maintenance should they occur. All Problem Management and service restoration calls should be directed to: Note: Should a customer have a dedicated service desk all calls and relating to Problem Management and service restoration should be directed to this service desk in the first instance. Service Request Management Normal service and change requests undertaken as a part of the GMS Network Service product shall be initiated by the customer contacting the Spark Digital Service Desk. Service Request (MACs) are to be logged via To make a Service Request (MAC) the GMS Network Service Request Form (Tool) supplied to you in your Welcome Pack. If you do not have the GMS Network Service Request form (Tool) available contact your Spark Digital Account Team Service and change requests are defined by the following tables. GMS Network Service Request ( SR ) Simple Service Request Standard Service Request Complex Service Request Project Std Commercial in Confidence Page 6 of 16

7 Service Request Name Simple Service Request Standard Service Request Complex Service Request Project Service Request Description A Simple SR is a change to any service parameters that are: Listed under change types classified as Simple SR in the GMS Network Pricing table listed in paragraph 4.2 below; Non Urgent; Involving no more than 10 different changes in total to no more than 2 devices; Simple SRs can be carried out remotely by Spark Digital without requiring attendance at a customer's site; Simple SRs would not require LAN or WAN outage; A Simple SR will not result in any monthly contract changes. A Standard SR is a change that: Change types classified as Standard SR in the GMS Network Pricing table listed in paragraph 4.2 below; A non-urgent change that can be carried out remotely by Spark Digital without requiring attendance at a customer's site; A configuration change involving no more than 10 different changes to 1-10 devices; A Standard SR will not result in any monthly contract changes. Complex SR can be defined as: An urgent Simple or Standard SR; A configuration change involving more than 10 changes to 1-10 devices; Changes requiring relocations and additions (move / add / relinquishment); Any change that require Spark Digital s attendance at the customer site; Service Request that has an impact on the customer contract (add, remove devices or change in service plan). A Project can be defined as large scale changes that: Involve more than 10 devices; Involve multiple sites; Require design involvement; Require elevated co-ordination or operational effort to implement; Carry a substantial risk of causing outage on the customer network or causing alarms on monitored devices that are not directly involved in the SR fulfilment; Where a request is classified as Project the following applies: Projects should be managed under the BAU Spark Digital Project process and may even be required to follow Change Management (as opposed to Service Request Fulfil) Process. Note: Should a customer have a dedicated service desk all calls and relating to service requests and change management should be directed to this service desk in the first instance. Consulting and Design Design and architecture consultancy can be offered in conjunction with GMS - Network as a separate value added professional service. Commercial in Confidence Page 7 of 16

8 All additional design and architecture consultancy work agreed upon with the customer and undertaken on their behalf will be the responsibility of Spark Digital Professional Services to scope and deliver. This includes a Site Survey defining the areas to be managed to determine or confirm placement and configuration of Wireless Access Points and Wireless Controllers for optimal network performance. The GMS Network - product does not incorporate any aspect of design and architecture consultancy within its offer. 2.6 Customer Responsibilities It is the customer s responsibility to: Comply with this The GMS Network - Service Product Specification; Ensure that everyone the customer is responsible for or that uses this service complies with this The GMS Network - Service Product Specification; Undertake a Site Survey which is a mandatory requirement, in order to determine or confirm placement and configuration of Wireless Access Points and Wireless Controllers for optimal network performance. Provide, configure, operate and support related systems; Provide Spark Digital with information about the customer s requirements; Providing a single point of contact for the Spark Digital Service Desk, who will in turn be provided a Spark Digital internal incident number for every case; Ensuring that Requests for Service, Change and incidents are clearly communicated to Spark Digital though the agreed processes; Assist Spark Digital with implementation, fault resolution, service requests or MAC; Owning and ensuring any Changes required are implemented via Spark Digital. Spark Digital will provide input into changes limited to work as requested under a formal service request or MAC; Provision of the authority to process, approve and schedule Requests for Change and to ensure that all required information and approvals have been made before submitting a Request for Change; Ensuring, through the use of industry recognised tools, that any software forming part of the managed infrastructure is not affected by any disabling code; Provision of all consumable items required for the environment; Provision of access to the devices to be managed by this service. This may be via a Spark Digital or third party IPVPN service or an internet facing connection via the Essentials Access Product Agree and authorise purchases and upgrades reasonably recommended by Spark Digital for; stability, Common Operating Environment and IT hardware and software refresh; Controlling security and security policy outside the scope of the management services, including physical security, end user accounts, passwords and disposal of sensitive material; Ensuring that all devices connected to the customer s network adhere to security and management policies; Reviewing any Requests for Change or Impact Assessment Report and/or Statement of Work recommendations provided by Spark Digital. Where the customer rejects a change recommended by Spark Digital in a Request for Change or Impact Assessment Report and/or Statement of Work that materially affects a Service Level, the customer assumes responsibility for the risk identified and Spark Digital shall be relieved from meeting the service level in question. Commercial in Confidence Page 8 of 16

9 2.7 Service Implementation Spark Digital will carry out the following Service Implementation activities: Spark Digital will coordinate the initial implementation project; Spark Digital will work with the customer s staff, providing all necessary scoping, planning, design, process documentation and implementation required to provide the services described in this Product Specification; Discovery and mapping of network infrastructure, monitoring and alerting policies and parameters that relate to the scope, pricing and delivery of the proposed The GMS Network - Advanced Wireless Service; Provide planning and design as appropriate to the Service Implementation; Configure all solution components with the customer, establishing appropriate alerting threshold levels; Installing the remote management network and any tools required for remote monitoring and management of IT or Telecommunications equipment supported by Spark Digital; Overseeing and integrating the build of all required solution infrastructure as required under the scope of this Product Specification; Work to a transition window of an agreed time frame to ensure management continuity; Communicating support processes, contact numbers and details to nominated customer personnel; Complete all activities on the acceptance plan and progress sign off by the customer; The Service Implementation phase will be completed when all activities identified in this paragraph 2.6 above have been completed and signed off by the customer. 2.8 Service Boundaries Unless agreed otherwise, these Services do not include the following: Management of security components that may reasonably be expected to be found within a network device, such as; IDS/IPS, firewall module etc.; Mobile voice services; The customer s in-house applications support and development, other than as required at the Service Desk; Financial management of the customer s information technology and communications Configuration or on-going support of the customer s applications, other than in-scope shrinkwrapped applications; Support of non-windows / Intel hardware and system software unless otherwise specified herein; Repair of equipment when not authorised by the manufacturer to do so; On-site repair or replacement of faulty equipment not covered by an on-site maintenance repair or replacement agreement; Configuration or ongoing support of database management system software and databases; Configuration or ongoing support of web or application server software; Installation, upgrades or repair of wiring closets and wiring between closets and workstations; Consumables, including stationery, printer toners, and fuser assemblies, laptop batteries etc.; Commercial in Confidence Page 9 of 16

10 Costs, including parts and labour, relating to non-warranty device or asset management of the customer s ICT components; If Spark Digital is requested to assist the customer with any items listed above as exclusions, additional charges may apply on a time and materials basis, which shall whenever reasonably possible be notified by Spark Digital to the customer prior to commencing work on excluded services. 3. SERVICE TARGETS This section lists the following: Functional Performance targets performance targets of the service itself. Service Delivery Performance Targets performance targets for Spark Digital s delivery of the service. Provisioning/Change Performance Targets performance targets for Spark Digital s implementation of and changes to the service. 3.1 Functional Performance Targets The GMS Network - Service Functional Performance Targets are defined in the following tables. Functional Performance Target Name GMS Network Maintenance Window Functional Performance Target Description The period when routine maintenance can be undertaken on the GMS Network monitoring systems. Service Target Weekly maintenance window for the GMS Network monitoring service is between 2:00 am to 7:00 am, Sunday (NZST). Usual customer notification service levels apply for providing adequate notice to customers. 3.2 Service Delivery Performance Targets The GMS Network Service Delivery Targets are defined in the following tables. GMS Network Delivery Performance Targets Standard Product Billing Enquiry Response Planned Outage Notification Call Answering Alarm Notification Initial Restoration Update Incident Response Time (remotely resolvable incident) Progress Updates (remotely resolvable incident) Std Commercial in Confidence Page 10 of 16

11 GMS Network Return To Operation (remotely resolvable incident) Remote Configuration Release Incident Response Time (hardware failure incident) 1 Progress Updates (hardware failure incident) 1 Return To Operation (hardware failure incident) 1 Note: 1. Applicable where hardware maintenance options have been selected Delivery Performance Target Name Delivery Performance Target Description Service Target GMS Network Monitoring Service Billing Enquiry Response Planned Outage Notification Call Answering Return to Operation (device monitoring) Wireless Event Initial Analysis The elapsed time during service hours between reception of a billing enquiry and a response from Spark Digital. Note: billing enquiries should be directed to the customer s Service Delivery or Account Manager and not through the Spark Digital Service Desk. Elapsed time between advising customer of a planned outage and the planned outage commencement The time taken to answer calls to the Spark Digital Service desk. Calls abandoned within 20 seconds are excluded from this measure. The elapsed time from the receipt of an alarm indicating device monitoring has been interrupted, until it has been restored. The elapsed time between a Wireless Event alarm occurrence for a high severity event and providing the customer with the result of the initial analysis. Within 5 Business Days. During the Maintenance Window (see paragraph 3.1 above): within 5 Business Days Outside of the Maintenance Window: within 10 Business Days Emergency planned outages: as much notice as possible 80% of calls are answered within 20 seconds during Call Reception Hours 95% within 2 Monitoring Hours 95% within 1 hour during Service Commercial in Confidence Page 11 of 16

12 Delivery Performance Target Name Device Management Alarm Notification Initial Restoration Update Incident Response Time (remotely resolvable incident) Progress Updates (remotely resolvable incident) Return To Operation (remotely resolvable incident) Remote Configuration Release Delivery Performance Target Description The elapsed time between a Device impacting alarm occurrence and the customer being notified that it has occurred and is being investigated and/or resolve The elapsed time between Call Reception or Device alarm occurrence and the customer being notified that initial diagnosis is completed. An estimated restore time will be provided, if known. The elapsed time between call reception or device alarm occurrence and remote initiation of corrective action Frequency of updates to the customer on the status of device return to operation activities for remotely resolvable incidents The elapsed time between call reception or device alarm occurrence and confirmation to the customer that the device has been returned to operation for remotely resolvable incidents. Elapsed time between acceptance of request to release configuration and completion of implementation. Service Target 95% within 1 hour during Service 95% within 60 minutes of Call Reception or alarm occurrence, during Service. Priority 1: 95% within 1 Service Priority 2: 90% within 4 Service Priority 3: 90% within 8 Service Priority 4: 100% within 8 Service unless otherwise agreed Priority 1: hourly during Service unless otherwise agreed Priority 1: 95% within 2 Service Priority 2: 90% within 4 Service Priority 3: 90% within 48 Service Priority 4: as agreed with customer As agreed with the customer Commercial in Confidence Page 12 of 16

13 Delivery Performance Target Name Hardware Maintenance Incident Response Time (hardware failure incident) 1 Progress Updates (hardware failure incident) 1 Return To Operation (hardware failure incident) 1 Delivery Performance Target Description The elapsed time between Call Reception or device alarm occurrence and onsite initiation of corrective action. Frequency of updates to the customer on the status of device return to operation restoration activities for incidents requiring onsite attendance The elapsed time between call reception or device alarm occurrence and confirmation to the customer that the device has been returned to operation for incidents requiring onsite attendance Service Target Priority 1: 95% within 1 hour during selected Service Priority 2: 90% within 4 hours during selected Service Priority 3: 90% within 8 hours during selected Service Priority 4: within 8 hours during selected Service Restoration Hours or as agreed. Priority 1: hourly during Service unless otherwise agreed Priority 1: 95% within 6 hours (metro) or within 8 hours (nonmetro) during selected Service Priority 2: 90% within 9 hours (metro) or within 12 hours (nonmetro) during selected Service Priority 3: 90% within 2 Business Days (metro and non-metro) Priority 4: As agreed with Customer Note: 1. Applicable where hardware maintenance options have been selected. Commercial in Confidence Page 13 of 16

14 3.3 Incident Priority Matrix Incident priority is determined from a combination of Impact and Urgency, as described below. Impact is the effect of the Incident on the client s business, measured by the number of the client s users and the extent of the Client s ICT Infrastructure that is affected. Urgency indicates the speed of action required, the degree to which the business can bear a delay in resolution and the availability of a Workaround or Fix. Priority considers impact and urgency to ensure available resources are applied effectively according to business rules and Service Levels. Impact Enterprise Site/Dept. Multiple Users One User Description Impact to all users at multiple client sites Impact to a critical site, system or service Impact to all users at a single client site Impact to all users in one department Impact to multiple users at several sites Impact to multiple users at one site Impact to a single user Impact occurred once only Urgency 1 Critical 2 High 3 Average 4 Low Description Will have serious impact on client business if not resolved within P1 target timeframe Will have serious impact on client business if not resolved within P2 target timeframe Will have serious impact on client business if not resolved within P3 target timeframe Will not have serious impact on client business Priority = Impact & Urgency Urgency P1 P1 P2 P2 2 P1 P2 P2 P3 Impact 3 P2 P2 P3 P3 4 P2 P3 P3 P4 Commercial in Confidence Page 14 of 16

15 3.4 Provisioning/Change Targets The GMS Network - Service Provisioning / Change Targets are defined in the following table. GMS Network Change/Provisioning Targets Remote Configuration Release Simple Service Request Completion Standard Service Request Completion Complex Service Request Completion Project Completion Std Change/Provisioning Target Name Remote Configuration Release Simple Service Request Completion Standard Service Request Completion Complex Service Request Completion Project Completion Change/Provisioning Target Description Time to implement any remote configuration change following confirmed acceptance. The elapsed time between receipt of Service Request classed as Simple and fulfilment of the Service Request The elapsed time between receipt of Service Request classed as Standard and fulfilment of the Service Request The elapsed time between receipt of Service Request classed as Complex and fulfilment of the Service Request The elapsed time between receipt of Service Request classed as a Project and fulfilment of the Service Request Service Target Within 2 Business Days. 90% within 10 business hours As agreed As agreed As agreed 4. STANDARD FEES AND INVOICING 4.1 Invoicing Customer Fees may include one or more of the following: Installation Fees Monthly Fees Moves, Adds and Changes Fees Call Out Fees. Commercial in Confidence Page 15 of 16

16 Implementation Fees Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing, activation and handover. Project Management Fees Project Management fees are invoiced in arrears and cover items such as organising customer and third party resources and equipment, achieving project budgets, timeframes and deliverables, and minimising project risk. Fixed Monthly Fees Fixed monthly fees are invoiced in advance and cover the provision and management of the GMS Network services included in the customer s GMS Network Service Schedule. Fixed monthly fees are applicable from the date that Spark Digital advises the customer that the service is capable of being used between the designated service delivery points. Spark Digital is not responsible for the customer s non-use of the service due to implementation delays beyond the service delivery points. Variable Fees Any applicable variable fees, for example associated with time, volume or usage, are normally invoiced monthly in arrears. Miscellaneous Fees One-time fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations, and configuration changes requested by the customer. 4.2 Service Requests Moves Adds and Changes (MACs) Definitions: Moves and Adds: are relocations of or additions to site connections or terminating equipment that require Spark Digital attendance at a customer's site. Configuration Changes: Configuration Changes are changes to any service parameters that are carried out remotely by Spark Digital without requiring attendance at a customer's site. Complex Service Requests (MACs): Spark Digital and the customer will treat complex MACs as a project for which a timetable and charges will be agreed. Service Hours: All Service Requests (MACs) will be carried out at Spark Digital's discretion during the agreed service hours. There is an additional charge for implementing MACs at a specific time requested by the customer. Service Request (MAC) Fees: shall be charged as per clause 4 of the Service Schedule. Commercial in Confidence Page 16 of 16

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