Involve Cloud Video Conferencing Service. VC:me (Video Conferencing: made easy) Service Definition

Transcription

1 Involve Cloud Video Conferencing Service VC:me (Video Conferencing: made easy) Service Definition

2 Contents 1. Service Overview... 3 Reservations Service... 4 Endpoint Management... 4 Reporting... 4 Testing... 4 Helpdesk facility Backup, Service Restore and Disaster Recovery On Boarding and Off-Boarding... 5 On-Boarding... 5 Off-Boarding Pricing Service Management Details Service Constraints... 6 Service Windows... 6 Service Customisation Service Levels... 6 Incident Severity Definition... 6 Service Credits Training Ordering and Invoicing Process Data Restoration / Service Migration Customer Responsibilities Technical Requirements Additional information... 7

3 1. Service Overview G-Cloud is a cornerstone of the 2014 Government ICT Procurement strategy to deliver ICT systems that are flexible and responsive to demand and take advantage of new digital technologies. Managed cloud conference services can deliver faster business benefits and cost savings. Involve cloud conferencing solutions supply optimal functionality, providing value for money throughout the contract term by reducing travel costs, increasing collaboration, reducing carbon emissions, and increasing productivity. Involve is a National provider of cloud video conferencing, cloud audio conferencing, cloud collaboration services and cloud conferencing transition consultancy to help staff teams work, meet and interact effectively. VC:me (Video Conferencing: made easy) is a managed cloud video conferencing service providing always on connectivity to each user. The service allows for connectivity from any type of device allowing true interaction and collaboration between staff teams, anywhere, anytime, increasing productivity whilst reducing travel time and costs. The service provides each subscriber with a Virtual Meeting Room (VMR), access to our support helpdesk and an easy to use interface.

4 VC:me cloud video conferencing service allows for all types of Endpoint to connect including WebRTC, H323, SIP, Microsoft Skype for Business/Lync, Mobile Clients and audio only devices. As part of the managed service, additional features are included improving the experience for the customer, such as Proactive Endpoint monitoring, Concierge Service, Endpoint maintenance, Reservations service, reporting and meeting recording. Reservations Service The end user will be able to activate a Virtual Meeting Room (VMR) 24/7/365 without any intervention via their dedicated dial pattern. A User is also able to Schedule a meeting in advance by contacting the support helpdesk using Phone, or Video. Full joining details will be provided in a format to allow distribution to participants. Endpoint Management As part of the VC:me service, all endpoints can register to Involve s infrastructure allowing the Support helpdesk to have visibility of the endpoint, i.e. Each device will be visible within the helpdesk s interface. Each endpoint will be monitored on a daily basis and live alerts will be flagged to the helpdesk and will initiate a response, resolution or escalation. Reporting Full reports of service usage will be made available to the end-users or administrators. The reports will include service usage, endpoint usage, Platform utilisation and fault reporting. Our reports are designed to aid the customer in getting the full value from their subscribed service and to assist in adoption allowing for cost savings around meeting productivity and travel reduction. Testing Test numbers are available for video endpoints, and all endpoints are tested when first registered to our platform. Helpdesk facility The Support helpdesk is available for inbound support via telephone, video and .

5 2. Backup, Service Restore and Disaster Recovery VC:me cloud video conferencing service is hosted and deployed across multiple ISO27001 accredited UK based Data Centres. Each data centre hosts resilient elements of the platform and is configured in a failover design ensuring guaranteed uptime of 99.8%. 3. On Boarding and Off-Boarding On-Boarding Each user / room will be provisioned upon receipt of an approved order, and following Involve s Service Initiation Plan each user will be created and provided with details to use the service, alongside an invitation to a familiarisation / training session. In some cases, a consultation service may be required to fully analyse, assess and plan the customer s requirements. Documentation of the service, including a project plan if needed, will be provided to the Central stakeholder. Off-Boarding The customer can terminate the contract with 90 days notice. Once the contract has ended, the VC:me licences will automatically terminate. 4. Pricing Please see the Involve VC:me Pricing Document. 5. Service Management Details A Service Delivery manager is responsible for ensuring the Service is available and that all users are fully enabled to use the service. The Service Delivery manager is also responsible for owning and managing any open escalations regarding the platform.

6 6. Service Constraints Service Windows All service windows are kept to a minimum, will be conducted outside of core hours, and the customer notified. Service Customisation The platform has the ability to be customised to match the look and feel of the customer s branding schemes. 7. Service Levels The platform is available 24 / 7 / 365 at an uptime of 99.8%. The helpdesk facility is available 07:00 19:00 Monday to Friday. Service level Description of Service Service Level Target Platform Availability (service window 24/7) Response for Incidents (service window 7am 7pm) Response for (service window 7am 7pm) The Platform which Involve are providing is available 24/7. A service level failure occurs when availability falls below the Service Level Target. The response time in which our service team will respond to your query by or phone in relation to the Outage level. A Service Level Failure occurs when the elapsed time exceeds the Service Level Target. The response time from our service department between when you report an incident via and when we contact you about that Incident. A Service Level Failure occurs when the elapsed time exceeds the Service Level Target. 99.8% L1 = 30 minutes L2 = 1 Hour L3 = 2 Hour 120 minutes Incident Severity Definition Outage Level Outage Description L1 Critical All conference services inoperable. L2 Major Basic meeting features available, enhanced features experiencing issues. L3 Minor Sporadic conference services inoperable, isolated to single location or single service.

7 Service Credits Service credits are eligible if stated Service Levels are not met. 8. Training Full training will be provided to end users to ensure awareness of functionality and adoption of the service. Training will be provided remotely in live sessions where possible. An on-demand service is also available. Each user will be provided with a step by step user guide supporting the service. 9. Ordering and Invoicing Process Once the order has been placed, the end-user will be contacted by the assigned Service Delivery manager who will initiate the account creation process. This will involve user details being captured, accounts created, user details sent out via and training arranged. 10. Data Restoration / Service Migration All elements are replicated on a regular basis in accordance with Involve s Data Backup policy and Information Security Management System. 11. Customer Responsibilities The customer is responsible for providing a stable connection to the cloud service and a device to allow connectivity. 12. Technical Requirements The end user should have access to a SIP or H323 based video endpoint to access the service. If this is unavailable or the end user is a home worker or mobile worker then a suitable PC / Mac, Tablet or mobile device should be used. A stable internet connection is required to allow for high quality video. 13. Additional information Further information or additional clarification can be obtained through contacting the G Cloud sales team by Gcloud@involve.vc or , alternately please visit