Symmetry Networks. Corporate Managed Services Schedule

Transcription

1 Symmetry Networks Corporate Managed Services Schedule A Managed Services Solution version 1.0 January 2015

2 This Service Schedule forms part of the Agreement between Us (Symmetry Networks Pty Ltd) and You (The Client) and cannot be used as a stand-alone agreement. Any terms defined in the Service Agreement and the Service Order Form have the same meaning in this Service Schedule unless defined in this Service Schedule or the context requires otherwise. We will be your exclusive provider of the Service described in this Service Schedule. To place an order for this Service, please sign and return to Symmetry Networks the Order for Service (OFS) provided to you.

3 TABLE OF CONTENTS TABLE OF CONTENTS 3 INTRODUCTION 4 DEFINITIONS AND SCOPE 4 REPORTING FAULTS 4 PLAN OPTIONS 5 ESSENTIALS PACKAGE FOR SERVER OR WORKSTATION / LAPTOP 5 PROFESSIONAL PACKAGE BASED ON PER USER 6 PREMIUM PACKAGE BASED ON PER USER 7 RESPONSE TARGETS 8 FAULTS LOGGED BY PHONE 8 REQUEST DEFINITION 8 COVERAGE WINDOW 9 FAULT RESTORATION 10 SERVICE MONITORING 10 PLANNED SERVICE OUTAGES 10 PROJECT MANAGEMENT 10 CLIENT PREMISE EQUIPMENT (CPE) REPLACEMENT POLICY 10 ADDITIONAL TERMS AND CONDITIONS 11

4 INTRODUCTION This Service Schedule forms part of the Agreement between us. Any terms defined in the Corporate Terms and Conditions have the same meaning in this Service Schedule. This Service Schedule sets out the service levels that Symmetry Networks endeavors to provide you for the following Services. o o o o Managed Essential Support Managed Professional Support Managed Premium Support Managed Cloud Services DEFINITIONS AND SCOPE Site Visit is where Symmetry Networks Symmetry Networks, a nominated representative or Field Engineer attends the Customer s premises. Tech Support means the Symmetry Networks Technical Support help desk. Fault means all issues affecting services including degradation of the service requiring immediate attention. REPORTING FAULTS Customers are responsible for isolating and rectifying faults within their own premise infrastructure include but not limited to power, cooling and cabling. All faults are to be reported to the Symmetry Networks Service Desk by the Customer on the below contact details. Telephone: Website: Option 2 [email protected] symmetrynetworks.com.au If the fault is outside of the hours of 8:30 am to 5:00pm then faults are logged via the Service Desk Number. All faults logged with the Symmetry Networks Service Desk will be issued with a Ticket number. This ticket number will be the sole reference number for the issue. Response times may vary depending on the coverage window described in Section 4 and 5. Non-critical requests that do not immediately affect the service but still require action within a 24-hour period should be logged via to service desk, ticket numbers are also allocated via this system. Please note that fees may be charged for time expended by Symmetry Networks technical staff for faults logged that is deemed to be the responsibility of the Customer.

5 PLAN OPTIONS Essentials Package for Server or Workstation / Laptop Services Plan 1 Plan 2 Plan 3 Monitoring and Asset Management 24 /7 Monitoring Asset Management Software Licensing Management Basic Desktop Maintenance - Regular System Defrag - Regular disk cleanup - Regular temporary file Cleanup Vendor Management - Managing Software Vendors - Managing Telco Vendors - Managing Hardware Vendors Managed Security Centrally Managed Anti-virus protection Centrally Managed Anti-Spyware protection Centrally Managed Firewall protection All Security Updates are included Patch Management Microsoft Patch Management 3 rd Party Patch Management Cloud Back Up Full system Image-based Backup - To local Storage Device

6 Professional Package based on Per User Services Plan 1 Plan 2 Plan 3 Monitoring and Asset Management 24 /7 Monitoring Asset Management Software Licensing Management Basic Desktop Maintenance - Regular System Defrag - Regular disk cleanup - Regular temporary file Cleanup Vendor Management - Managing Software Vendors - Managing Telco Vendors - Managing Hardware Vendors Managed Security Centrally Managed Anti-virus protection Centrally Managed Anti-Spyware protection Centrally Managed Firewall protection All Security Updates are included Patch Management Microsoft Patch Management 3 rd Party Patch Management Devices Covered Devices Included /7 Monitoring Asset Management Device Provisioning Remote Full/Selective Security Wipe Cloud Back Up Full system Image-based Backup - To local Storage Device Support Options Unlimited Support (Remote Only) - During Business Hours Unlimited Support (Remote + Onsite) - During Business Hours

7 Premium Package based on per User Services Plan 1 Plan 2 Plan 3 Monitoring and Asset Management 24 /7 Monitoring Asset Management Software Licensing Management Basic Desktop Maintenance - Regular System Defrag - Regular disk cleanup - Regular temporary file Cleanup Vendor Management - Managing Software Vendors - Managing Telco Vendors - Managing Hardware Vendors Managed Security Centrally Managed Anti-virus protection Centrally Managed Anti-Spyware protection Centrally Managed Firewall protection All Security Updates are included Patch Management Microsoft Patch Management 3 rd Party Patch Management Devices Covered Devices Included /7 Monitoring Asset Management Device Provisioning Cloud Backup Full system Image-based Backup - To local Storage Device Unlimited Support (Remote Only) - During Business Hours Unlimited Support (Remote + Onsite) - During Business Hours Support Options Dedicated Account Manager Quarterly Review and Planning Session

8 RESPONSE TARGETS Response Time is the time taken from when Symmetry Networks receives a support request from the Customer to the time Symmetry Networks makes first contact to the Customer to investigate the request. Faults logged by phone Priority Response Time Resolution Plan Emergency Up to 30 minutes Up to 1 hour Critical Up to 1 hour Up to 2 hours Major Up to 2 hours Up to 4 hours Normal Up to 4 hours Up to 8 hours Cosmetic Up to 8 hours Up to 16 hours Request Definition Core Services or Applications Support Services or Applications Non-Urgent Services or Applications Department or Large Group of Users Emergency Critical Major Small Group of Users Emergency Critical Major Single User Critical Major Normal

9 COVERAGE WINDOW Coverage Window refers to Symmetry Network s hours of operation for Response activity including billing rates for all works not covered under a valid Managed Services Agreement. Time of Service Rates Business Hours Monday Friday, 8:30am 5:00pm Onsite: $145 / hour / min 1hr Remote: $145 / hour After Hours Monday Friday, 5:00pm 8:30am Saturday, All Day Onsite: $ / hour / min 2hrs Remote: $ / hour / min 1hr Public Holidays and Periods of Scheduled Shut Down Onsite: $250 / hour / min 2hrs Remote: $250 / hour / min 1hr Technical Director (Business Hours) $185 / hour

10 FAULT RESTORATION Service restoration is conditional on Symmetry Networks or an approved representative having access for a Site visit. Upon Restoration Symmetry Networks will notify the Customer of the service being restored. SERVICE MONITORING Symmetry Networks monitors all services 24/7/365 days per year. During Business Hours, Symmetry Networks will proactively maintain services and attempt to notify Customers via or telephone in the event of an unscheduled service outage. In the event of a Major Network Outage, Symmetry Networks will use best efforts to notify Customers as soon as practicable. However, it may not be possible to notify all Customers individually due to the volume of affected Services. PLANNED SERVICE OUTAGES Symmetry Networks may plan a service outage to perform necessary maintenance and upgrades to its Network and also Customers Managed Infrastructure. Symmetry Networks will use best efforts to give the Customer 5 Business Days notice for any planned service outage. Where practical these outages will occur between the times of 7:00pm to 6:00am. Customers will be notified via of the Planned Service Outage and the relevant details. In circumstances where an emergency service interruption is required, Symmetry Networks reserves the right to undertake the service interruption without notice. In such circumstances Symmetry Networks will use best efforts to notify the Customer prior to any interruption. PROJECT MANAGEMENT Symmetry Networks proactively manages all new services through its Service Desk support system. All communications will be delivered via phone or . The following are common milestones that will occur during a new service installation: o Order submission o Order confirmation o Site visit o Hardware installation o Completion and service handover (billing commences from this date) CLIENT PREMISE EQUIPMENT (CPE) REPLACEMENT POLICY Where Symmetry Networks supply CPE as part of a service, Symmetry Networks guarantees the following for services that are under annual contract: o In the event of equipment failure, Symmetry Networks will use best efforts to configure and courier at its own expense a replacement CPE to the Customer site by the next Business Day. o Symmetry Networks fully manage and maintain the CPE including all software and firmware upgrades at no extra charge to the Customer. Symmetry Networks may elect to charge for this Service in the event of the following: o If Symmetry Networks deems the Customer responsible for CPE failure due to unauthorised access or misuse. o The Service utilizing the CPE is out of annual contract.

11 ADDITIONAL TERMS AND CONDITIONS Service Levels are the service levels as specified in this Service Schedule and as updated by Symmetry Networks from time to time. Service Level Schedule means this document published (and any updates published from time to time), which describes the Service Levels for the relevant Symmetry Networks Services. 1. Symmetry Networks will use reasonable endeavors to meet the Service Levels for the Service. 2. Notwithstanding any other provision of this agreement, Symmetry Networks is not responsible for failure to achieve the relevant Service Levels is caused, directly or indirectly, by: a. Unscheduled maintenance in cases of emergency service interruption. Planned service outages. b. Any act of omission by Customer or third party. c. Components of the Service provided using facilities outside the direct control of Symmetry Networks. d. Any problems due to external causes beyond its reasonable control including, but not limited to, terrorist acts, natural catastrophe, fire, flood, or other act of God, and/or power failure, virus propagation, improper shut down of the Network and related Network Systems/Services.