IMAC/D Service description

Transcription

1 IMAC/D Service description June 2012

2 Content 1. Service Name Service type Business description What is included What is optional/additional Benefits Service Level Targets Contact Information Manufacturers Pricing... 6 Page 2 of 6

3 1. Service Name IMACD 2. Service type Onsite service. Installation, Move, Add, Change, Disposal. 3. Business description When it comes to IT, rapid and continuous change is a fact of life. Constantly changing technologies and products are confronting IT departments on a regular basis. As part of a project, or on an incident basis, the IMACD service is designed to provide access to skilled resources across a range of vendors to deliver a rapid and cost effective model to manage Installs, Moves, Additions, Changes and Disposals. The delivery of these planned activities is one of our most mature service products. For over ten years, these planned activities have been captured as intellectual capital, reflecting our experience in the Retail, Finance, and Public sectors, amongst others. Our infrastructure s experience and flexibility allows us to support an any IP device strategy. This means that we can apply our intellectual capital, planning, and processes for IMACD events to any IP device, including but not limited to desktop, switches, routers and Wintel servers. This service can include a pre-installation of the software or any application required on the unit before it Is deployed. The customer should provide the location of the devices included to this service Country and cities, sites per each city Volume and brand of devices per each site If possible, estimate of expected volume of service requests and request types Atea can provide estimate of travel costs based on this information and average costs we have. 4. What is included IMAC category Product Product description with tasks included Average time in hours Installation Implementation installation Unpacking device, Installation and connecting cables, verifying that the installation is successful and hardware functional, removal of packing material to collection point, short basic user orientation training 0,7 Page 3 of 6

4 Installation Peripheral installation Unpacking device, Installation and connecting cables, verifying that the installation is successful and hardware functional, removal of packing material to collection point, software driver installation Installation Pre-installation Installation of image from network or removable media 0,7 0,5 Move Move: packing and coordination Packing of device, coordination of transportation 0,6 Move Move: (includes 1 workstation or peripheral) Contacting end user and confirming location or any special considerations, disconnecting cables and peripherals, unpacking of hardware, maintaining asset management database, testing of system functionality 1 Add Installation of additional software/hardware Single software: client application, database system, server application, encryption, operating system, standard PDA / handheld / phone, personal printer, network printer, hardware components (memory ), maintaining asset management database, testing of installed software/hardware component 0,7 Change Changing the configuration of an existing hardware unit Changes to hardware unit which needs firmware, driver or software configuration. Scope of service should be predefined with customer. Verifying changeable assets, testing of installed unit, maintaining asset management database 1 Disposal Removal of hardware Disconnecting device cables, delivery to collecting point, maintaining asset management database 0,6 Disposal Secure delete Secure delete of device media, (not including license of secure delete software), maintaining asset management database 0,6 Page 4 of 6

5 5. What is optional/additional 1. Hourly based services o Tasks that are not included in the product descriptions above For example: Waiting time, if that causes exceeding the total predefined product time Data backup Service to devices out of scope 2. Travelling o Travelling costs from closest Atea service point 3. Other services o Pre-installation and configuration services o Logistic services center o Consulting o Onsite Break & Fix Services 6. Benefits There is no monthly fee for this service. Customer will pay only for each transaction and travel costs (if travelling needed). The customer can use needed service levels to adjust service response and price to suitable level in each request. 7. Service Level Targets Service Levels are defined on Service Agreement. Service Levels are based on urgency and impact which define priority. Service desk can prioritize service requests and changes or agree priority with customer. Priority affects the product price. Examples of Service Levels are Next Business Day (NBD) and 5 Business Days (5BD). 8. Contact Information If you would like additional information, please visit; 9. Manufacturers All manufacturers, office products: Personal computers and monitors, printers and mobile devices Page 5 of 6

6 10. Pricing Transaction based pricing depending on SLA. Does not cover travel costs. Example 0-50 units at the same location units at the same location units at the same location Page 6 of 6