Neocol E-Discovery Consulting Services

Transcription

1 Neocol E-Discovery Consulting Services Service Definition Neocol Reference: 1.0 Version: 1.0 Date: 1 March 2013

2 1. Service Definition 1.1. Service Overview The E-Discovery Consulting Services address needs by organisations looking to bring the processes and processing of E-Discovery in-house, as opposed to relying on 3rd parties. E- Discovery Consulting Services establishes best practices and a repeatable methodology relating to E-Discovery activities. The E-Discovery Consulting Services specializes on leveraging the E- Discovery tender offerings (SkyECM EDM & SkyECM EDA) Neocol s consulting organisation delivers specialist strategic and technical consulting services in the field of Enterprise Content Management that help prioritise the business needs, deliver relevant business applications whilst focusing on future architecture, industry trends and accelerating the time-to-value with the lowering of implementation risks & costs. The services offered here are specific to the cloud delivery model and focuses on proper planning, implementation, management and more importantly the migration aspects of moving to the cloud. IL0/IL1/IL2/IL3 are supported About Neocol, Inc. Neocol is a highly innovative global systems integrator, dedicated to the design, delivery and support of Enterprise Content Management and Business Process Management solutions. As a leading IBM Premier-Level Business Partner, Neocol specialises in integrating key IBM technologies with those from our selected alliance partners to help our customers resolve business issues surrounding the management of unstructured content. When Neocol initially teamed up with IBM, our mission was to be the best at delivering IBM Enterprise Content Management solutions. The success of this mission is demonstrated by the trust IBM puts in us; having become a Premier Level IBM Business Partner, a FileNet ValueNet Partner and IBM Platinum Achievement award winners. Neocol is one of the most reputable advisors in the IBM ECM market. We boast one of the most capable, independent IBM ECM Services teams, and remain the only IBM Business Partner solely dedicated to the delivery of both heritage IBM and FileNet ECM services. Leading the way in Enterprise Content Management (ECM) services, Neocol offers a single source of technology, ECM skills and expertise to help organisations effectively manage their unstructured information and automate manual business processes. Neocol was founded in 2003 and has grown rapidly in size and stature. Established to meet customer demand for an intelligent approach to information build-up, Neocol is the first dedicated Content Consultancy to offer highly skilled ECM and business experts to solve content management problems; turning unstructured content into valuable and realisable assets. Committed to service excellence, we help companies in the private sector stay ahead of the competition and enable public sector organisations to meet to meet the service needs of their communities. Page 2

3 With our help, organisations can deliver a wide range of information to a variety of different formats so they can: Streamline business processes Improve productivity Reduce operation cost As you integrate your content with core business applications, you ll not only enhance customer service, you ll also save your employees time, money and stress - releasing even greater business success Technical Details Core Components: Neocol UI Enhancements IBM FileNet P8 Content Engine IBM ediscovery Manager and ediscovery Analyzer Open Standards: Uses an open standards-based J2EE architecture, and is designed to operate in a serviceoriented architecture (SOA), and also supports Microsoft.Net environments. These open standards include CMIS Security Standards are in place to meet and exceed IL2 and IL3 compliance. The solutions are running on secure VMWare environments managed by Tivoli Service Automation Manager in compliance with ISO standards. Highest levels of availability and performance with guaranteed network uptime to ensure maximum productivity backed by aggressive SLAs 24x7 system monitoring, alerting and management to give aggressive SLAs you d expect Our highly secure Tier III facilities with 24/7 onsite security presence Scalable connectivity through our strategic partnership with Virgin Media Business to make our Data Centre a direct Point of Interconnect on their 13bn network Business continuity and disaster recovery with connectivity between our Tier III+ Data Centres Delivered from a private infrastructure platform available only to the UK Government community Network Connection GSX, GSi, VPN or Point to Point Data centre conforms to and exceeds the open uptime standards to a Tier 3 data centre 24/7/365 on-site security Page 3

4 Alarmed and monitored access points with perimeter security cameras and internal CCTV monitors Secure controlled access procedures Very Early Smoke Detection Apparatus(VESDA) Installed Robust information security management standards through our ISO compliance Inergen Fire Suppression Resilience Service Availability Neocol s G-Cloud services offer an availability target of 99.9% and 99.5%, 24/7/365. The availability of the service is based on the platform level selected. Backup and DR Neocol provides a managed data backup service with the utilisation of the SkyECM platform. The service is backed up to Tier 1 disk according to a predefined schedule as well as when requested on-demand. In the event of data loss, Neocol will manage the restoration of the data. Backups are not performed on a real time basis, rather at agreed upon and specified time intervals. These backups will be application specific. The maximum time frame between backups will be 24 hours Technical Requirements Supported Browsers Browser Version Internet Explorer 9 Internet Explorer 8 Google Chrome Mozilla Firefox Apple Safari Support Details 32 Bit and 64 Bit 32 Bit and 64 Bit with limitations Latest version Latest version Version and above with limitations 1.4. Training Training in utilisation of SkyECM is provided through digital training avenues Custom training provided as a service from the SFIA Page 4

5 2. Pricing Basic - Basic standard training for system administrators and online help retrievable on demand Advanced - Standard training in SkyECM for both system administrators and end users Pricing is per the SFIA Definitions and Rate Document. 3. Service Management Neocol has an in-house team of consultants that comprise the Support Desk. Founded on technical expertise and many years of project experience, the team s knowledge is solutionbased. The Support Desk differentiates itself from the typical vendor-based support by having a far broader grasp of how to troubleshoot systems in which many different components operate in conjunction with one another and make up Enterprise Content Management (ECM), Business Process Management (BPM) and Case Management solutions. Neocol has met the strenuous criteria for being designated an IBM Support Provider Partner. This ensures that Neocol has the processes, procedures and skills required to provide support to IBM s customers Service Promise Neocol partners with your organization to align key personnel to your support team. Neocol will sustain and maintain the service and provide 24x7 support. Neocol will also manage, monitor and optimize solutions implemented ensuring optimal uptime and integrity of managed information and systems. The Neocol support team will ensure that any issues are resolved in a timely and satisfactory manner. How does Neocol ensure this promise is kept? This promise is achieved due to Neocol s focus on The Information Technology Infrastructure Library, (ITIL) v3. This widely accepted framework for identifying, planning, delivering and supporting IT services drives SkyECM s core operations hence driving a reliable and efficient service end to end. Page 5

6 3.2. Service Strategy Strategy management centralizes around Neocol s commitment to the ITIL v3 framework and a full service portfolio, demand management and financial management are recognized in a business relationship to excel at SkyECM services. Documented policies and procedures detail SkyECM s Backup and DR strategies along with a comprehensive portfolio management of SkyECM applications Service Design Service plans will be designed to include: Telephone Support from highly experienced staff familiar with the implementation at your organization Remote access to highly qualified and experienced engineers Unlimited help desk access for specified personnel Web and based support ticket submission and management Service catalog management Service level management Risk and compliance management Capacity and availability management Regular system health checks and proactive monitoring Ownership of software updates and release awareness Ownership of Disaster Recovery procedures Access to Neocol s comprehensive knowledge base Detailed monthly service reports 3.4. Service Transitions The service on-boarding process is covered in further detail in section 4 but the change and project management of this will again conform to ITIL v3 guidelines. The provisioning of a new SkyECM service will be handled under Neocol s internal change control system and integrates tightly to our service desk system and application code and configuration management systems. Page 6

7 The SkyECM on boarding team will assist in the testing acceptance process before providing a deployment plan with timelines and resource responsibilities to make the on-boarding process as streamlined as possible Service Operations The following diagram highlights the operations conducted to ensure a reliable and efficient service to SkyECM end users Service Definitions The following provides Neocol s support incident definitions. Severity Defini+on 1 System Down Most/all services func8onality not available to consumers. 2 Major component/most of the system func8onality is down, or not func8oning correctly. 3 Minor issue, not materially impac8ng consumers of services. 4 Informa8onal. Usually reserved for a request for informa8on or how to queries. The following table demonstrates typical Service Level Agreements (SLA) for clients of the SkyECM service: Severity Neocol to Own Contact User Updates Target Resolu+on Page 7

8 1 15 minutes 15 minutes Every 1 hour 4 hours 2 45 minutes 1 hour Every 90 minutes 1 day 3 1 hour 3 hours Every 1 day 2 days 4 90 minutes 1 day Every 2 days 3 days Service Definitions Customers can contact the SkyECM support team via phone, or web based incident management system as detailed below: Phone: +44 (0) support@neocol.com Website: Users will receive an confirmation of their case number automatically on logging an incident. Cases will be addressed in line with the severity that has been assigned to it and a resolution targeted with in the SLA s identified above. During this troubleshooting exercise a SkyECM support technician may reach out to the end users reporting the issue to determine further details and even run a shared screen session to review the incident first hand. 4. Service On-Boarding and Off-Boarding 4.1. On-Boarding Initial Consultation Neocol will arrange for a consultation with your organisation to determine the following key components to elicit the on-boarding needs of your organisation: How many people will be on the service? What are your expected data volumes? Data classification models Expected security models Provisioning of the Environment Neocol will provision the environment to accommodate the needs of your organisation to maximise efficiency and to ensure the requirements of our solution align with your data management goals Configuration of the Environment Page 8

9 The environment implemented will be built to your standards and specification to ensure that your needs are met Source Data Importing Neocol will import the source data from your current system to the SkyECM Knowledge Transfer and Training Neocol will train individuals to use SkyECM and provide a knowledge transfer service to ensure that your organisation is comfortable with the use and functionality of the service. This is an inclusive feature of the offering Off-Boarding When the service provided by Neocol SkyECM, customers may terminate the service provided a thirty (30) day written notice has been provided indicating the desire to terminate the service. Customers that request the data housed within SkyECM be extracted and provided securely on a data storage medium of your provision. When no data extraction is requested, the data will be securely deleted within sixty (60) calendar days Ordering and Invoicing After contacting Neocol as described in the On-Boarding process above, customers wishing to place an order for any SkyECM Services must sign the Call-Off Contract with Neocol and send it together with a Purchase Order to: Neocol UK LTD 1000 Lakeside, North Harbour Portsmouth, Hampshire PO6 3EZ sales@neocol.com Fax: Any order placed shall constitute an offer to contract upon the Neocol Terms and Conditions provided. Neocol will produce an invoice on a monthly basis in advance with payment due within 30 days. Invoices will be dated from the service commencement date. Services will be provisioned within ten (10) working days of acceptance of Purchase Order Service Termination A termination charge of thirty (30) days standard fees for the service will be assessed in the event of a service termination. Customers must give 30 days notice to terminate the service, as described in the Off-Boarding process above. Similarly, Neocol will provide 30 days notice to terminate the customer contract. Customers will be credited for any amount that has been paid beyond the termination date once the service has been terminated. Page 9

10 4.5. Service Level Recompense For the sake of determining service level recompense all Neocol G-Cloud services availability is measured within the Service Hours of 8.00 am to 6.00 pm UK Working Days. Availability Shortage % Service Credit up to.05% 5% >.05% < 1.00% 10% > 1.00% 20% Service credits are calculated on a full calendar month basis, availability is calculated during service hours per calendar month. Service credits will be applied to subscribers that have a current service during the whole calendar month of the service impacting outage. Page 10