Sagari Ltd. Service Catalogue and Service Level Agreement For Outsource IT Services

Transcription

1 Sagari Ltd Service Catalogue and Service Level Agreement For Outsource IT Services

2 Managed Services Service Level Agreement 1 Introduction This Service Catalogue and Service Level Agreement (SLA) constitutes the terms of the agreement for Managed Services between the client and Sagari Ltd. Managed Services are any monthly contractual IT services provided by Sagari Ltd to its clients as listed in the table below. DR Security Hosted Desktop Hosted Desktop H 50 t d per D user kt Access To Helpdesk Support Unlimited User Administration Unlimited System Changes x Emergency Onsite Support x 24 x 7 Monitoring & Alerts Cloud Platform Routing Management (DNS) x Remote Access To Your Desktop Third Party Vendor Management Microsoft Office 2010 Included Dedicated IT Support Manager Patch Management Managed Anti-Virus Managed Router/Firewall Managed Internet Browse Control Hosted Mailbox (5GB) Managed Anti Spyware Archiving Blackberry and Mobile Integration Outlook Web Access Unlimited Backup Retention Full Disaster Recovery Backup Monitoring and Alerting Included within service package x Chargeable services

3 Outsourced IT Services Service Level Agreement 2 Helpdesk Support Helpdesk Support is defined as the maintenance of existing services and bringing degraded current services up to an agreed operating level. 2.1 Support Included in Helpdesk Support Sagari Ltd will support and manage the following as part of the Support Service: Services/Systems maintained (Microsoft Exchange, Outlook and POP) Network (Router supplied by Sagari) Internet Connectivity Printer (connection only) Local Windows workstations (additional service) RDP/VDI and Citrix connection Supported server operating systems Microsoft Operating Systems Windows 2003 onwards Microsoft Terminal Services VMware ESX server, ESXi, Vsphere Supported workstation operating systems Microsoft Operating Systems Windows XP onwards Windows Desktop Experience Supported applications Microsoft Office 2003 onwards Adobe Acrobat Reader Internet Explorer and Firefox 3 rd party applications with a maintenance contract in place Security and data integrity Microsoft Operating systems updates Microsoft office updates Anti-virus updates (McAfee, Avast, AVG, Sophos, Kaspersky) Anti-spam (Barracuda) Backup (Acronis) 2.2 Support NOT Included in helpdesk Support Helpdesk Support does not cover products or services of the type described below. These areas will be covered on a best endeavours basis as chargeable Extended Support. Local PC s, Laptops and Servers (additional charges apply to bring these under management) We will always help on a best endeavours basis We cannot guarantee Wireless Networking availability or quality Application training Application configuration, setup or change. Sagari will assist with the non Microsoft applications on a best endeavours basis. This will be charged at the prevailing rate for remote or telephone support in 15 minute increments. You are strongly advised to have a support contract with the relevant vendor such as Sage, ACT, Salesforce, CRM etc.

4 Personal or non-business related applications and any problems arising from their use, for example, Peer-to-peer applications (e.g. Napster), itunes, inc. music files, Photo albums, picture files, Games, Mozilla Firefox etc. We cannot support your current network (Broadband or leased line) for potential issues which will affect your cloud, and we cannot guarantee Quality of Service (high performance) for your hosted desktop platform. This is explained in detail under the Router and Firewall heading. Outsourced IT Services Service Level Agreement Hosted Desktops 3 User Administration User Administration covers user level changes, entailing, granting access to currently supported systems or services, e.g. connection to an existing printer or creation or deletion of a user account, i.e. access to existing networked printers and applications. It also covers normal network administration, e.g. the creation and deletion of user accounts. Systems Changes must be authorised prior to commencement. 4 Emergency Onsite Support Emergency onsite support applies when your network or all users are unable to access their hosted desktop. We will come onsite within 4 working hours of the remote fix failing. 5 24x7 Monitoring and Alerting Sagari will monitor the following range of key functions at our Data Centres (DC) and your hosted desktops (DT) DC Service being Monitored DC Desktop Services being Monitored DT Exchange 2007 Webmail Hard Drive Space Exchange 2010 Webmail Memory Usage Spam Firewall Check Processor Speed Exchange 2007 Mail Transport Bandwidth utilisation Exchange 2007 POP3 Server Remote Desktop Connection Exchange 2007 IMAP Server Monitoring Remote Backup Server Services Running Exchange 2007 Blackberry Event Logs (errors) Exchange 2007 LDAP Lookup Anti-Virus and Patches Exchange Control Panel Exchange 2010 Mail Transport FTP Server Plesk Server Support Portal Support Portal Venom Mailarchiver We monitor a great deal more than listed above, but wanted to demonstrate some of the main services which are monitored and responded on immediately if they go off-line.

5 6 Change Management A System Change, for the purpose of the SLA, is a system wide change. These generally require planning and involvement with the technical teams and business managers; e.g. new supported software that needs to be deployed, the migration of data and applications to a new computer or the introduction of a new piece of hardware into the system. System Changes must be authorised prior to commencement. 7 Extended Support As part of our standard agreement we provide a 9:00am 17:30pm helpdesk service. If your business and staff require specific hours for helpdesk support, we can happily accommodate anything from set hours to 24/7 support (charges apply) 8 Projects A project is a chargeable block of work that constitutes a major change to your system such as: The introduction of a major new service or system. Examples might be the installation of a SQL database or an application. The migration or rebuild to a new hosted platform Deployment of software. Change of directory structure, file system or security model. Rebuild of a PC or Laptop. We will provide you a fixed price quotation for a project and a schedule for completing the work. Please contact your Account Manager for details. 9 Logging a Support Incident An Incident is the term that we use to record and track all support and change requests. We will only know about the Case if you register it with us through one of the recognised channels. It is therefore your responsibility to register the incident in line with the terms of this SLA. Logging an incident is the first step in the process. Support will not start unless the incident has been correctly registered with Sagari. You will know that your incident is registered when you receive an from Support telling you who is looking after the incident and what their contact details are. There are 3 ways to log a Case and start the process of resolving your support incident: a. By to support b. Logging a job through the portal c. By telephoning support (only if the system is down or is unavailable) To raise a job you are required to your incident request to [email protected] where it creates a helpdesk request and, assigns the job to a engineer and starts the SLA timer. Alternatively you can raise a job through our website at If for any reason the system is unavailable or is down, you can ring the support team directly

6 10 Response Levels It s impossible to say how long it will take to solve a given Case that depends upon a unique and unpredictable set of circumstances. However we can guarantee how long it will take us to start working on your incident from the point at which you register it. The following tables show our latest guaranteed times to start working on Support incidents, System Change incidents and Projects: Support Case Priority Latest time to start Category Description Emergency 1 Hour Affects all users, for example: Internet outage Server down not working System stopping all users working High 4 Hours Single user cant work or low priority service to all users, for example: Network printer down, no other available Workstation down Access to critical application not working Standard 8 Hours Users can still work, for example: Printer down but another is available Error message pops up but not affecting work Workaround available User deletion/enablement User access to printer, application, folder or file System Change Case Type of change Setup of a new user Activation of a new printer Installation of a new application Activation of a new PC or laptop Notice Period 2 days 2 days 2 days 2 days We are aware that on occasions a new service may need to be carried out within agreed response times. These will be assessed as they occur. Project Lead Time This varies and depends very much on the nature of the project, however the following are guidelines for the more common projects: Rebuild of an existing PC of laptop 2 days Installation of a new platform/application 2 weeks

7 It should be noted that all response hours quoted refer to working hours or days. 11 Third Party Vendor Management For subscribers to the hosted desktop service we will manage vendor relationships. You are required to have a support contract in place with each supplier for Sagari to manage that relationship. 12 Microsoft Office Included Included with every hosted desktop is Microsoft Office. You can choose from any version to be installed as part of your platform, which will be published out to all staff. All patches and support will be provided by Sagari as part of the service. We will happily upgrade you to the latest version of MS Office as it becomes available free of charge. 13 Dedicated IT Account Manager Your business will be assigned an account manager from the start of the contract.. Your Account manager has overall responsibility for looking after you. This will include anything from customer services, business improvements, through to complaints. All support calls should initially go to the support department. Security 14 Patch Management Sagari will apply Microsoft operating system and Office applications patches to your hosted desktop within a reasonable time from their release. On occasion this may result in the temporary unavailability of your platforms applications and s etc. We complete all scheduled changes out of business hours and inform you in advance of any maintenance being competed to minimise disruption. 15 Anti-Virus Sagari will install and maintain MacAfee anti-virus on your hosted desktop as per the table of services above. In addition all copies of under management will have a special anti-virus system installed. This cannot guarantee that hackers, viruses and spyware will not get onto your network; however it is the best available protection and reduces your risks considerably. 16 Router and Firewall Sagari require you to procure and install either a Draytec router when we are managing your hosted desktop over your existing network/circuit. This provides our Network Operation Team (NOC) visibility of your network, so we can ensure optimum performance and easy fault diagnostics in the event of any problems. If Sagari are taking over your line, you will be provided a Cisco Router as part of the service which will be manage 24/7 by our Network Operations Team. Please note: If you choose to keep your existing supplier for providing your network/circuit (internet access), Sagari cannot guarantee network up-times and consistent performance for delivery of your

8 cloud services (hosted desktop). This is because we have no control over your circuit. If for any reason you are seeing any of the following Drop outs (disconnected from cloud) Performance issues Cloud access issues And we can prove up-time from our data centre. We will always do everything we can to help you, but we will refer you back to your circuit provider. Any changes being made on the network must be referred to Sagari s support team first, to ensure it will not affect access to your hosted desktop. This includes but not limited to: Circuit changes Router changes Cabling changes Office Moves Communication room changes New Users/Increase in number desktop Hosted 17 Hosted Mailbox As part of every hosted desktop, Sagari will provide each user a 5GB mailbox running on the latest Microsoft Exchange platform (Exchange 2010). Sagari provide full management, support and maintenance as part of this service to you and your staff. Your will work with any of your favourite clients including Outlook, Thunderbird and Outlook for MAC s. We will also provide you access to your through Outlook Web Access at 18 Anti-Spam Sagari provide anti-spam using the leading appliance to manage and filter your . You and your staff are provided full access to your quarantine area, so you can manage and release s without the need to log a job. Although spam cannot be completely eliminated with careful management it can be reduced significantly. 19 Archiving You will be provided the leading exchange archiving facility to manage your s effectively. GFI archiving bolts directly into your outlook client, providing you fully searchable and easy access to old s. 20 Blackberry and Mobile Device Integration Your hosted desktop solution allows each member of staff the facility to link their s directly to their smart phone, including Blackberry using full BES (Blackberry Enterprise Server). Your mobile workforce will have full access to their s, calendars and contacts on the move

9 21 Outlook Web Access You can access your on the move from any machine with an internet connection, using Outlook Web Access. This looks and feels like the Microsoft Outlook client but it is web based, but it provides you with many of the same features as the full client but is web based. You and your staff can access OWA from Routing Management (DNS) Your has been set-up so if for any reason the main server is unresponsive, your will be pushed to the next high availability system, so you and your staff will not notice any downtime and your recipients will not receive any bounce backs. Disaster Recovery and Backup 23 Unlimited Backup Retention You will be provided (CDP) continuous backup retention from the point of going live with the hosted desktop platform. This means your staff data will be backed up the moment a change is made on the system (Word document, Excel Document etc) so you can restore from different points that day. The Sagari support team can happily restore data for you or alternatively we can provide you access to complete these tasks for yourself. 24 Disaster Recovery Disaster Recovery is built in as part of your hosted desktop solution. All of your data, applications, and hosted environment is replicated across multiple servers (clustered servers) within the primary data centre and also replicated across 2 further data centres within the UK. All hardware parts and labour is covered by Sagari as part of your hosted desktop platform. Any problems within our Data centres such as hardware fail, routing issues etc will not affect your hosted platform and your staff will not see any noticeable downtime. The Sagari NOC will be alerted that a problem has occurred and will resolve this within our strict SLA s, whilst you and your staff carry on working. 25 Backup Monitoring and Alerting Sagari will monitor scheduled supported backup applications and alert the nominated individual by if the backup does not take place or fails. Service Catalogue and SLA Accepted By Client Name: Date: Title: Signature: