Voice over Internet Protocol (VoIP) Provisioning and Service Level Agreement

Transcription

1 Voice over Internet Protocol (VoIP) Provisioning and Service Level Agreement Version: 2.0 Created: April 2012 Last Updated: April 2012

2 Copyright Copyright MyPhones Ltd. Information in this document is subject to change without any notice. No part of this document may be reproduced, transmitted or stored in a retrieval system, in any form or by any means, electronic or mechanical, for any purpose, without the written permission of MyPhones Ltd. Version Control Version Change Author Date 1.0 Alan Farrell April Updates after feedback Alan Farrell April 2012 i

3 Contents Copyright... i PURPOSE OF THIS DOCUMENT... 1 DEFINITIONS... 1 ORDERING THE SERVICE RESELLER RESPONSIBILITIES... 2 Technical criteria... 2 ORDERING THE SERVICE SERVICE PROVIDER RESPONSIBILITIES... 3 Managed hardware... 3 Unmanaged hardware... 3 POST-COMMISSIONING SUPPORT (RESELLERS)... 4 POST-COMMISSIONING SUPPORT (SERVICE PROVIDER)... 4 APPENDIX 1 TARGET SERVICE LEVELS... 5 Table 1 - PROVISIONING AND ACCOUNT MANAGEMENT... 5 Table 2 - FAULT MANAGEMENT... 6 Table 3 BILLING... 6 Table 4 PENALTIES ACCEPTED BY SERVICE PROVIDER... 7 APPENDIX 2 CONTACT INFORMATION... 8 APPENDIX 3 - SYSTEM FEATURES... 9 Call handling... 9 Call and contact management... 9 Voic System management Copyright MyPhones Ltd ii

4 PURPOSE OF THIS DOCUMENT This document describes in general terms how MyPhones.com delivers the Altos system and provides details of the service levels and support that users can expect. The Altos system by MyPhones.com represents a major breakthrough in VoIP technology Altos is a fully featured, hosted IP telephony system. An overview of its features is included in Appendix 3 and a full description of all features and their use is contained in the Reseller and End User handbooks. The system is administered through a portal, which allows End Users and Resellers to configure, manage and set their system preferences. The Altos service is available in two subscription levels, Silver and Gold. The Gold subscription allows end users to add advanced features, such as Call Attendant and Call Recording to their service. DEFINITIONS These definitions apply throughout the document. Service Provider et al Innovations Ltd, trading as MyPhones.com A Reseller is a MyPhones Altos channel partner. A User represents any person capable of making phone calls, using the web site or any value-added tools. This can be an end customer of a particular Reseller, or an administrative / support person of that reseller. Each user has one Role associated with them that governs the user s privileges and this directly influences the functionality that is available to the user. An Account is the entity to which the end users belong and is the vehicle for billing. An Account links either an individual residential customer or many business customers, Companies, to their phone(s). Each Reseller also has their own implicit account. A Subscription is a single logical phone aka phone number. It is owned by a User and linked to an Account. A user can have more than one subscription, one of which must be designated as a default number (for support of features like Click-2-Talk etc.). A Phone is a container for phone numbers. It is typically a physical handset onto which phone numbers are programmed. Copyright MyPhones Ltd Page 1

5 A Port is a physical connection on a phone and has a telephone number associated with it. An Address describes address details for postal (User), billing (account), installation (phone) addresses etc. Service Levels the nature and timeliness of responses you can expect from the Service Provider under normal circumstances. Service Level Agreement (SLA) the criteria established for managing and responding to service issues. Penalties redress available to Resellers or end-users resulting from failure of the Service Provider to meet the terms of any SLA. Bank Holidays public holidays in the UK; to include those holidays that are not strictly regarded as Bank Holidays but which are included through custom and practice (for example Good Friday and Christmas Day). Force majeure any act or set of circumstances that are beyond the control of the Service Provider and which may adversely affect (or nullify) the response that can be provided. Examples include (but are not limited to) failure, inadequacy or incorrect configuration of end-users equipment; loss of broadband service or Internet connectivity; major disruption to infrastructure resulting from riot, attack or natural disaster. LAN Local Area Network the network facilities within the users premises. WAN Wide Area Network the network facilities outside the users premises (and control) such as the Internet. ORDERING THE SERVICE RESELLER RESPONSIBILITIES The Service Provider makes the Altos system available through a network of third-party resellers to whom all new orders should be directed. Resellers are provided with an online portal through which they can manage all key aspects of the ordering process. Technical criteria It is the Resellers responsibility to ensure that the following criteria can be met at the end-users premises: Availability of a broadband connection that is suitable for the level of VoIP service proposed; Copyright MyPhones Ltd Page 2

6 Sufficient bandwidth to support the maximum number of simultaneous VoIP calls anticipated; Suitable router (with DHCP enabled) and LAN wiring/switches/hubs to ensure that non-voice data does not degrade the VoIP system as a result of excessive latency, crosstalk, electrical or other interference. Firewalls set to enable access to the Altos Platform Required end-user information In order for the Service Provider to deliver the service effectively, the Reseller must provide the following end-user information: Name (company name where relevant) Delivery / Installation address Equipment required CLIs required ORDERING THE SERVICE SERVICE PROVIDER RESPONSIBILITIES Prior to placing an order the reseller will provide the necessary IP telephony hardware. This will have normally been provided by the service provider for use as reseller stock, or by prior arrangement the reseller may source their own approved hardware. Telephony hardware falls into two types, managed and unmanaged, depending on the level of provisioning support available on the Altos platform for the particular device. Managed hardware will be provisioned by our systems and locked down to prevent accidental changes to the configuration while in use with the Altos service. Suitable hardware not sourced by the service provider can become managed by Altos after the initial configuration is loaded by the reseller. Unmanaged hardware is configured by the reseller and is used in conjunction with an Altos network only subscription. The service provider cannot take any responsibility for the correct operation of the service in this case, and all help and support is provided on a best efforts basis. Once an order has been placed (with all the requisite information provided) the service provider will provision the end user, telephony hardware and telephone numbers supplied by the reseller (operational on the resellers sip trunk) on the Altos platform. Copyright MyPhones Ltd Page 3

7 The lead time for the service provider provisioning the order is four working hours; however it is our intention to completely automate our part of this process in the near future. It is the resellers responsibility to ensure all telephony hardware has successfully provisioned before arranging installation in the end user premises. The supply of telephony hardware by the Service Provider at Cost is a complementary value added service we offer at our discretion and is outside the scope of our core service offering and any SLAs POST-COMMISSIONING SUPPORT (RESELLERS) Resellers retain the responsibility for providing first-line support to end-users. This includes access to management portal services, technical advice on the use of the IP handsets and all day-to-day enquiries. Resellers are responsible for the on-going commercial relationship with the endusers. Decisions to escalate support to the Service Provider rest with the Resellers. POST-COMMISSIONING SUPPORT (SERVICE PROVIDER) The Service Provider retains responsibility for the operation of the Altos platform. The Service Provider is available for routine issues and escalated support between 08:30 to 18:00 Monday to Friday. All other matters (system outages, fault management and related problems) are dealt with in accordance with the Service Levels set out in Appendix 1. Preferred methods of contact with the Service Provider are set out in Appendix 2. The methods set out in the appendix in relation to different issues have been chosen to ensure that the Service Provider can offer support in the most effective way. Contact by non-preferred methods may lead to delays. Copyright MyPhones Ltd Page 4

8 APPENDIX 1 TARGET SERVICE LEVELS The Service Provider will make every endeavour to meet the targets set out in the schedule in tables 1-3 below. It should be noted, however, that MyPhones.com cannot be held responsible for (and will not apply financial remedies) to problems that are beyond its control. Examples include (but not limited to) the following: Force majeure see definitions on page 1 Failures of end-user equipment. Faults arising as a result of Altos IP equipment being connected to noncompatible third party equipment/services or inadequate local network / broadband services. Third party supply problems where a supplier is in breach of its SLA with the Service Provider. Where issues arise the Service Provider will do everything possible to mitigate the effects on end-users of any of the above eventualities. Table 1 - PROVISIONING AND ACCOUNT MANAGEMENT SERVICE DESCRIPTION DETAILS TARGET Hours available for 2 nd line telephone support 08:30 18:00 Monday to Friday (excluding Bank Holidays) we will answer your call or call you back within 4 hours. Hours available for 2 nd line support 08:30 18:00 Monday to Friday (excluding Bank Holidays) we will reply to your within 4 hours. Process orders entered onto the portal (where can be processed at once) Provisioning on the Altos system Within 4 working hours End-user portal availability For user self-configuration 99.95% Copyright MyPhones Ltd Page 5

9 Table 2 - FAULT MANAGEMENT SERVICE DESCRIPTION DETAILS TARGET Hours available to receive platform fault reports effecting more than one end customer 24/7 The system is constantly monitored every 5 minutes, so we should already be aware of any system outage Respond/ update on critical fault progress as defined and categorised by Altos 1 working hour Service restoration critical fault as defined and categorised by Altos 4 hours Service restoration minor fault as defined and categorised by Altos by end of next working day Overall Altos platform availability uptime target 99.95% Overall fault resolution to agreed timescale Subject to mutual agreement 95.00% Table 3 BILLING SERVICE DESCRIPTION DETAILS TARGET Invoice payment terms collected by BACS 14 days Copyright MyPhones Ltd Page 6

10 Table 4 PENALTIES ACCEPTED BY SERVICE PROVIDER PENALTY TRIGGER CREDIT APPLIED Service restored within 1 working day beyond service level target 25% of pro-rata monthly charge associated with the failed service or subscription Service restored within more than 1 working day beyond service level target 100% of pro-rata monthly charge associated with the failed service or subscription Copyright MyPhones Ltd Page 7

11 APPENDIX 2 CONTACT INFORMATION The preferred contact method identified below in relation to different issues has been chosen to ensure that the Service Provider can offer support in the most effective way. Contact by non-preferred methods may lead to delays. SERVICE CONTACT PREFERRED CONTACT METHOD DETAILS Special provisioning requests support@myphones.com Order tracking via the portal 2 nd level support support@myphones.com Invoice queries support@myphones.com Service Escalation support@myphones.com Account Management phone nd level support phone Copyright MyPhones Ltd Page 8

12 APPENDIX 3 - SYSTEM FEATURES Altos is a fully-featured, hosted IP telephony system available in two subscription levels, Silver and Gold. An overview of its features includes: Call handling Call Divert to internal, external or mobile numbers Call Forward to internal, external or mobile numbers Call Groups Call Park Call Transfer to internal, external or mobile numbers Call Waiting Click-2-Talk Do Not Disturb Last Number Redial Line Monitoring Mobile twinning Quick dial Short Codes Three-way Call Call and contact management Auto Attendant (Gold Subscription only) Block anonymous calls Call Recording (Gold Subscription only) Company Address Book Events Diary Fax receipt and forwarding by Music on Hold Personal Address Book Copyright MyPhones Ltd Page 9

13 Voic SMS, screen and alerts Voic by Voic on-line Voic forwarding Personal and Shared Voic boxes System management Automatic reports Block unwanted calls Failover alternate numbers Internal Telephone Directory Monitor Calls History Password and pin number protection Track and bar unauthorised calls Update, add or remove users Unless otherwise specified, all features shown are available to Silver subscription users. MyPhones.com reserves the right to update the list of features as new features are added to the system. Copyright MyPhones Ltd Page 10