SERVICE LEVEL AGREEMENT (SLA)

Transcription

1 SERVICE LEVEL AGREEMENT (SLA) This agreement covers the provision and support of the Managed Networking Services and details the service targets and obligations set and maintained by One...Solutions. Further, it details the actions and recourses made available to the Customer should the service not meet these obligations. This SLA forms a binding agreement between One Solutions and the Customer. This agreement remains valid until revised. This SLA includes: Network Services description Data Centre Services description Customer Service and Support Remedies for Service Failure One...Solutions makes customer service our business; what is contained herein is our promise to you, our Customer. Note: This SLA does not apply to any feature of the Services not specifically identified in the SLA, or to any feature One Solutions identifies as beta. If One Solutions chooses to provide SLA coverage for beta features, such choice will not impose any obligation on One Solutions, and One Solutions may reverse such choice at any time. Service Guarantees 1. NETWORK SERVICES The Managed Networking Services provides for a range of connectivity and networking options. One...Solutions is confident in the reliability of its network, and guarantees its Availability. For all Networking services, the following Service Levels apply: Internet service: 99.5% uptime during the course of any 3-month period. This is equivalent to 216 minutes of downtime during a 30-day month, for 24 hours / 7 day service. Note: Internet connectivity will be provided at or above the guaranteed minimum rate specified in the Service Agreement. The actual bit-rate attained for external requests is dependent upon factors outside the control of One...Solutions, including Internet routers and servers in various parts of the world and controlled by various providers. Local connectivity service: 99.9% uptime during the course of any 3-month period. 99.9% is equivalent to 43 minutes of downtime during a 30-day month, for 24 hours / 7 day service. For each of the above services to which the Customer subscribes, the appropriate segments are monitored for loss of connectivity 24 hours per day, 7 days per week, 365 days per year. When loss of connectivity is identified, the connection where the failure has occurred is checked, and the problem is corrected if it can be addressed by the One...Solutions Network Operations Center (NOC). 2. DATA CENTRE SERVICES Data Centre services provide for a range of business services. They include: Managed Security Managed Storage & Networking Managed Communications Managed Web Presence Managed Servers Managed Applications

2 One...Solutions is confident in the reliability of its data centre, and guarantees its Availability. For all Data Centre services, the following Service Levels apply: % uptime during the course of any 3-month period % is equivalent to 21 minutes during a 30-day month, for 24 hours / 7 day service. For each of the above services to which the Customer subscribes, the appropriate services are monitored for operational impairment 24 hours per day, 7 days per week, 365 days per year. When an operational problem is detected, the problem is addressed by the One...Solutions Managed Services Operations Center (MSOC). 3. ONE...SOLUTIONS CUSTOMER SERVICE AND SUPPORT One... Solutions will maintain a Technical Support Group to field and resolve customer questions and issues; a Network Operations Centre; and a Managed Services Operations Centre, each with appropriate customer information, network, and service management systems, and staffed 24 hours per day by trained support personnel. The Technical Support Group is your first point of contact for any service-related issues or questions. Support staff can be reached by: Phone to: to: If all Technical Support agents are unavailable, an effort to return all messages (with a telephone call) within 10 minutes will be made. More than 99% of all support desk voice and messages will be handled within 10 minutes of message receipt. 4. SERVICE DEPLOYMENT AND COMMISSIONING One...Solutions will install the service within three (3) business days per site from the date of receipt of the signed sales agreement, service level agreements, and of payment in full for the Setup fees and initial Monthly Charges; unless otherwise agreed, or installation is delayed by the Customer. Billable service will be considered to have commenced when the service is successfully deployed. The Customer must provide access to all accessible areas including rooftops and service ducts, and must acquire permissions for building access from landlords as necessary. Excessive delay in providing access may result in delays in service deployment. Repeated failure to provide access may result in additional Setup charges to provide for costs of deployment staff and transportation. The Customer must ensure that the specified site(s) are appropriately staffed during deployment in order to facilitate and expedite One...Solutions' deployment, fault isolation and commissioning. One...Solutions warrants that works shall be performed by appropriately qualified personnel, with due care and diligence to standards of quality consistent with or exceeding industry standards. Services Procedures 5. REMEDIES FOR SERVICE FAILURE In the event that the Services do not achieve the performance levels described below, One...Solutions will provide the Customer a service credit as specified below. For "Network" services: When a loss of connectivity occurs, the Customer must notify One...Solutions of the failure by calling the Service Support Centre. The call will be logged as an open "trouble ticket" and troubleshooting will begin, if it is not already in progress.

3 When the problem is corrected and connectivity is restored, the "trouble ticket" is closed. Notification that the issue has been resolved will be sent to the customer contact listed in the system. The time between opening and closing the "trouble ticket" in the system, will be considered the service downtime. If the monthly average logged service downtime during a three-month period exceeds that of the service guarantee as specified above, the Customer will receive a service credit on the next month's bill for the connectivity service which suffered the downtime, according to the following schedule: Local Service Availability Measurement Period Service Credit against Monthly Connectivity Charge >99.9% 3-month average per connection 0% of MCC 99.9% <> 99.6% 3-month average per connection 5% of MCC 99.6% <> 99.3% 3-month average per connection 10% of MCC <99.3% 3-month average per connection 20% of MCC Internet Service Availability Measurement Period Service Credit against Monthly Connectivity Charge >99.5% 3-month average per connection 0% of MCC 99.5% <> 99.3% 3-month average per connection 5% of MCC 99.3% <> 99.1% 3-month average per connection 10% of MCC <99.1% 3-month average per connection 20% of MCC For "Data Centre" services: When a loss of service occurs, the Customer must notify One...Solutions of the failure by calling the Technical Support Group. The call will be logged as an open "trouble ticket" and troubleshooting will begin, if it is not already in progress. When the problem is corrected and service is restored, the "trouble ticket" is closed. Notification that the issue has been resolved will be sent to the customer contact listed in the system. The time between opening and closing the "trouble ticket" in the system, will be considered the service downtime. If the monthly average logged service downtime during a three-month period exceeds that of the service guarantee as specified above, the Customer will receive a service credit on the next month's bill for the service which suffered the downtime, according to the following schedule: Local Service Availability Measurement Period Service Credit against Monthly Service Charge >99.95% 3-month average per connection 0% of MCC 99.95% <> 99.6% 3-month average per connection 5% of MCC 99.6% <> 99.3% 3-month average per connection 10% of MCC <99.3% 3-month average per connection 20% of MCC Notes on all service requests: The Customer must provide One Solutions with accurate and complete designated points of contact. The Customer must provide One Solutions with accurate login credentials and passwords for maintenance and repair

4 use by One Solutions support staff, should they be required. Delays or failures caused by a failure to abide by the above, will not constitute failure by One Solutions. Notes on all credit requests: The account of the Customer must be up to date in all aspects in order to qualify for any service credit. The Customer must request any service credits within 48 hours of the service failure occurrence by contacting One Solutions Billing and Accounts. Credits available pursuant to this SLA apply only to future invoices regarding the same service. One Solutions will not provide refunds pursuant to this SLA. If the Customer retains a credit balance on termination of the account, such credit is forfeited. The following exclusions apply to all service downtime calculations: Any connectivity or service loss which results from tampering, modification or other interference at the customer premise, with the physical device or configuration of any piece of equipment. Any connectivity or service loss caused by acts or omissions of the Customer, including its applications, equipment, or facilities; or by any authorized use or user. Any connectivity or service loss which results from a power outage at the the Customer site. Any connectivity or service loss which results from actions or omissions of the Customer, including its applications, equipment or facilities; Any connectivity or service loss which results from sabotage or other wrongful third-party action, or an attack or other security threat; or the corrective actions taken by One...Solutions to thwart or prevent a security threat; Any connectivity or service loss resulting from force majeure, including but not limited to: Governmental or regulatory intervention, war, fire, flood or adverse weather, disease, explosion, civil commotion, industrial or trade dispute, armed hostilities, act of terrorism, revolution, blockade or embargo; Any connectivity or service loss resulting from network and facilities maintenance, repairs, improvements or modifications deemed necessary by One...Solutions to maintain or improve customer services. Any connectivity or service loss resulting from emergency maintenance corrective action intended to remedy conditions likely to cause severe service degradation, as designated by One Solutions in its sole discretion. One Solutions will exercise reasonable efforts to inform the Customer in advance, but such notice is not guaranteed. 6. REMOTE SUPPORT The SLA for remote support covers the elapsed time from the moment the complaint from the customer is received via phone or by the One Solutions Support Centre, until a support staff member acknowledges reception and starts working on the resolution of the failure. The following table defines the different severity categories for a failure: Severity Category Severity 1 Severity 2 Severity 3 Definition Total service outage Example: Application/server down Some important components of the service have stopped working. Example: Website down but working Service is working but customer experiencing performance degradation. An acknowledgment of the reported problem will be given after opening of the trouble ticket and a tracking number will automatically be provided to The Customer. Support staff will start working on the problem as per table below.

5 Severity Category Time to Acknowledge Time to start resolution Severity 1 10 minutes Immediately after acknowledge Severity 2 10 minutes 30 minutes from TT opening Severity 3 10 minutes 2 hours from TT opening Resolution and repair times vary, and this SLA does not address them. One Solutions may reclassify any trouble ticket misclassified by the client. If One Solutions fails to meet the above service targets, a Support Complaint must be registered with the Service Manager, who will review the response times. If the Support Complaint is found to be valid, a credit of US$ 10 will be applied to the customer s next bill. 7. CUSTOMER SITE VISITS AND ONSITE SUPPORT If a service problem requires an on-site support visit, One Solutions will dispatch qualified support personnel. For customers with maintenance support or Premium Outsourced service contracts, this site visit will be provided at no charge. For customers with no support contract, a technical support visit, billed at US$ 50 per hour, will apply if the problem results from the customer s operations, or from customer tampering or interference, or from a power outage at the customer site. Professional Services charges will apply if support is extended (with the Customer's approval) to the Local Area Network, network devices or computing devices at the Customer site, in the absence of an active and fully paid Premium Outsourced LAN service agreement. 8. EQUIPMENT PROVIDED AND/OR MANAGED BY ONE...SOLUTIONS Any equipment placed at the customer site by One...Solutions as part of service initiation remains the property of One...Solutions. Any equipment placed at the customer site by One...Solutions to effect Service, or leased by One...Solutions to the Customer, remains the property of One...Solutions and will be installed, configured and maintained exclusively by One...Solutions or its representatives. Any equipment sold to the Customer by One...Solutions is the property of the Customer. One...Solutions will repair or replace, free of charge, any part or equipment sold by One...Solutions that may prove to be defective within six (6) months of the date of delivery to the Customer site, provided that One...Solutions is satisfied that the defect is due to manufacturer's workmanship or materials. The Customer will be responsible for replacement costs of any failed or malfunctioning equipment if: The equipment has been operated in an unsuitable environment, has not been properly maintained, or has been operated outside the limits of the rated capacity and normal usage; The Customer has used, handled, stored, operated and/or altered the part or equipment in a manner that is inconsistent with the instructions of One...Solutions or the manufacturer; The part or equipment has been subject to unauthorised alteration, modification, or repair; The Customer is in breach of the Service Agreement. Please note that One...Solutions suggests that all equipment be operated under UPS (Uninterruptible Power Supply) electrical provision.

6 In the event that the Service Agreement between the Customer and One...Solutions is terminated, the Customer will allow One...Solutions and/or its authorized representatives access and permission to remove any property of One...Solutions. If access is refused or delayed by the Customer, Service Charges and lease charges (if applicable) will continue to be payable by the Customer to One...Solutions as if the Agreement were not terminated, until such access and permission are granted. One...Solutions requests that the Customer inform the Technical Support Group of any unusual operation or circumstance regarding the equipment, including: Unusual operating circumstances, such as high humidity or high temperature in the area of the equipment; Unusual power fluctuations; Unusual noises or vibrations emanating from the equipment; Physical contact with the equipment. 9. LIMITATIONS AND WARRANTY DISCLAIMER The remedies set forth in this SLA are the Customer s sole and exclusive remedies for any service or other failure, including without limitation for any breach of warranty. 10. GENERAL INQUIRIES General inquiries should be directed to One Solutions at BUSINESS CONTINUITY AND DISASTER RECOVERY In the case of a major catastrophe at the Customer's site, a Disaster Recovery plan is recommended. One...Solutions can assist with planning and services to resume business operations. 12. SERVICE REVIEWS Reviews of the service will be conducted in conjunction with the Customer at least annually, as well as after a major outage or change. Revision: 2.1 Revision date: 04 December 2012