Service Overview: Remote Service Management

Transcription

1 Service Overview: Remote Service Management May 2015 Page 1 of 42

2 Contents Service Overview: Remote Service Management... 1 Contents Introduction Service Overview Remote Service Management services Remote Service Management services and ITIL Service Details Notify Helpdesk for Video Endpoints and Soft Clients Resolve Resolve for Video endpoints Resolve for Infrastructure Proactive Monitoring Option for Helpdesk/Resolve Video Endpoints Network Support Service Option for Resolve Management Connection VPN Private Management Network Circuit Ordering Remote Service Management Order Form Scope of Work Implementation Process Kickoff Call Operations Review Customer Configuration Database Project Plan Management VPN/Circuit Certification Process NMS Testing Access & Call Testing Process Review Support Engagement Fault Management Process Configuration and Change Management Training Customer Signoff Service Level Agreement Page 2 of 42

3 6.1 Service Schedule for Remote Service Management SLA and Support Explanation Appendix I: Abbreviations Document Version Version Date Author /2013 Mark Haase /2014 Maren Poepsel /2015 Maren Poepsel Page 3 of 42

4 1 Introduction This document intends to provide an overview of the Remote Service Management product line. The services are intended to support an end-user video deployment, and are, in most cases, delivered through a channel partner. 2 Service Overview Glowpoint s Remote Service Management delivers a variety of services designed to ensure always-on availability for customer video infrastructure, video systems, and mobile devices, including: Event Management Helpdesk Incident management Problem resolution 2.1 Remote Service Management services Glowpoint offers three service packages for its Remote Service Management product line, including:- Notify, Helpdesk, and Resolve - in order to best fit the customer s support requirements. The following sections describe each class of service including their features, service details, requirements, part numbers, and the types of video applications that are supported by the service. Remote Service Management Packages Level of Support Resolve Fully Outsourced Support -Proactive Monitoring Option -Network Support Option Helpdesk Level 1 Support Service -Proactive Monitoring Option Notify Automated Monitoring Remote Service Management services and ITIL Page 4 of 42

5 All of Glowpoint s Remote Service Management services align with ITIL (IT Infrastructure Library). ITIL provides a framework of Best Practice guidance for IT Service Management and since its creation ITIL has grown to become one of the most widely accepted approaches to IT Service Management in the world. It provides a framework for the governance of IT and focuses on the continual measurement and improvement of the quality of IT service delivered, from both the business as well as the customer perspective. IT organizations need to be able to meet or exceed service expectations while working as efficiently as possible. Consistent, repeatable processes are the key to efficiency, effectiveness and the ability to improve services. These consistent, repeatable processes are outlined in the ITIL framework. ITIL is organized around a service lifecycle which includes Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement as shown below. Glowpoint s Remote Service Management follow the ITIL best practices so that concepts like Change Management, Incident Management etc. can be easily aligned with the customer s business environment. 3 Service Details 3.1 Notify Notify is an automated service that allows customers to outsource their video and network monitoring to the Glowpoint Network Management System (NMS). The customer s video endpoints, video infrastructure, and network devices that are subscribed to the Notify service will be monitored 24x7x365 to ensure that they are always up and running properly. If an event 1 with a specific threshold is detected, the customer is notified via automated alerts. Notify Features 1 ITIL defines events as a change of state that have significance for the management of IT services. Page 5 of 42

6 Event Management: The general goal of Event Monitoring is to detect threshold events as soon as possible to allow the customer enough time to analyze the event and determine the appropriate process for dealing with the event to ensure the least possible impact on the business or the user. Customer video endpoints, video infrastructure, and network devices are remotely monitored 24x7x365 by Glowpoint s NMS. When a threshold event arises with a customer s endpoint that is subscribed to Notify, it triggers an alert to notify responsible parties. An is automatically sent to the customer s technical contact(s). The will contain the identity of the device, the event itself, and the time the event occurred. The customer, or customer s designated support, are responsible for investigation, diagnosis and escalation as well as resolution and restoration of normal service. Service Performance Reporting: Threshold events will be logged automatically and reports regarding the event, for example display of the device s downtime, are available from the Glowpoint Portal. Notify Service Details messages can be sent to multiple addresses. The customer, or customer s designated support, are responsible for investigation, diagnosis and escalation as well as resolution. There is no helpdesk or technical assistance provided by Glowpoint except in the event that there is a communication (ICMP or SNMP) error between the Glowpoint NMS and the customer device. Service Performance Reporting: Reports are provided on screen (HTML) or they can be downloaded as a.pdf or.csv file. o Downtime: Device downtime is the duration from when communications between the Glowpoint NMS and the customer s endpoint/device cease. The report will show an aggregate amount of minutes the endpoint/device is down per month. Notify Requirements Notify is available for almost any hardware-based video or network device. Requirements for Notify include: o Hardware Appliance o Static IP Address o Uptime can be monitored for almost any device meeting these requirements. Customer devices subscribed to Notify must be accessible from Glowpoint s NMS via VPN tunnel, public internet, or private network circuit provided by Glowpoint. Notify Service Attributes Service Hours: Notify Service Hours are 24x7x365. Service Level Objectives: o Service Availability Target: Notify Service s availability target is 99.9%. Notify Services are delivered from Glowpoint s cloud, and therefore the Page 6 of 42

7 availability guarantee is based on downtime of the Glowpoint cloud NMS and AVSS. Downtime is measured from the time a master trouble ticket is opened by the Glowpoint Support Center until the time the Glowpoint NMS is operational again. Reason for Outage (RFO) notices will be made available to affected customers in the event that there is downtime. o Mean Time to Notify: Glowpoint will send out 95% of all notifications to the customer within 5 minutes after the detection of an event. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Notify customers will be notified 10 business days in advance of a planned service change. Notify Part Numbers Monthly Service Notify Automated Monitoring Notify - Executive Desktop & Conference Room Notify - Multi-Screen Immersive Systems Notify - Infrastructure Notify - Network Equipment P/N BCS-NTF-ECR-01M BCS-NTF-MIS-01M BCS-NTF-INF-01M BCS-NTF-NET-01M Initial Setup Notify Automated Monitoring Notify - Executive Desktop & Conference Room Notify - Multi-Screen Immersive Systems Notify - Infrastructure P/N BCS-NTF-ECR-01N BCS-NTF-MIS-01N BCS-NTF-INF-01N Notify - Network Equipment BCS-NTF-NET-01N 3.2 Helpdesk for Video Endpoints and Soft Clients Glowpoint s Helpdesk support service provides 24x7x365 Level 1 support via phone and . Helpdesk is available to customers with hardware-based video endpoints and/or soft clients. Hardware-based video endpoints also have an optional Proactive Monitoring Service for 24x7x365 remote monitoring and daily system sweeps. Page 7 of 42

8 Helpdesk Features 24x7x365 Helpdesk Support: Customers can call or the Glowpoint Support Center for technical assistance on incidents 2 that occurred on their supported endpoint or soft client at any time on any day. Inquiries are answered and addressed by Glowpoint s Level 1 Helpdesk employees, who possess a comprehensive knowledge base and various degrees of training and certification. Incident Management: The Glowpoint Support Center will begin troubleshooting procedures with the endpoint or soft client the incident occurred on, upon receiving a request for technical assistance from the customer. o o o o o o o For hardware endpoints, this includes: Walk customer through physical elements (i.e. power plug, network plug, etc.) to ensure the cables and cords are properly set in the system. Rebooting the video system through remote command or physical power cycle. Place test calls to/from the device with video systems in the Glowpoint Support Center and/or from other systems within the customer s video environment. Access the device (via telnet, SSH, or web) and check the system statuses and settings to ensure the configuration and current status are in line with what was documented during on-boarding. Attempt configuration changes (This does not include software upgrades.) Research the issue with known issues in Glowpoint s Knowledge Database and release notes provided by the manufacturer. o For soft clients, this includes: Ensure the customer is using the client with a compatible operating system. Ensure the customer laptop or mobile device has internet access. Place test calls to/from the soft client with video systems in the Glowpoint Support Center and/or from other video systems within the customer s video environment. Register the client account on another device (i.e. laptop, tablet, or mobile device) in the Glowpoint Support Center to verify user credentials. Use a remote desktop application to verify client is downloaded properly and has the correct settings applied. (For desktop clients only) o Attempt configuration changes to the soft client settings. o Research the issue with known issues in Glowpoint s Knowledge Database and release notes provided by the manufacturer. Ticket Management: The Glowpoint Support Center will log all customer incidents and provide a ticket number to the customer each time an incident is reported. The Support Center will be responsible for opening, updating, and closing tickets as well as providing detailed notes including the incident reported, actions taken to remedy, dates/times of actions taken, and the resolution if solved by the Glowpoint Support Center. Service Performance Reports: Incidents will be logged by the Glowpoint Support Center and reports regarding the incidents, for example ticket history or time to isolate, are available from the Glowpoint Portal. 2 ITIL defines an incident as any event which is not part of the standard operation of a service and which causes (or may cause) an interruption to the quality of that service or a reduction to it. Page 8 of 42

9 Helpdesk Service Details For hardware-based video endpoints, the Support Center will attempt to resolve any incident reported with the video endpoint itself barring any software upgrades. If the incident is identified as a software or hardware issue that requires the execution of the maintenance contract and/or vendor engagement, then the incident will be turned over to the customer IT or designated Level 2 team. If the incident is attributed to the network, then it will be turned over to the customer IT or designated Level 2 team. For soft clients, The Support Center will attempt to resolve any issue with the client application itself. If the incident is identified as something on the server, on the host machine, or with an external microphone or camera, then the incident will be turned over to customer IT or designated Level 2 team. If the incident is attributed to the network, then the problem will be turned over to IT or designated Level 2 team. Service Performance Reporting: Reports will be provided on screen (HTML) or they can be downloaded as a.pdf or.csv file. o Time to Isolate: This report will provide customers with the time it took to isolate the root cause of the incident. o Ticket History: This report will provide customers with a list of tickets that were created by the Support Center. Customers will be able to select the start and end date they want to report on as well as the status of the ticket. Helpdesk Requirements Helpdesk is available for hardware- and software-based video endpoints: Supported hardware-based video endpoints for Helpdesk include the following: o Polycom VSX, HDX, Group, RPX, TPX, and OTX series o Cisco MXP, EX, C, MX, SX, CTS, and TX series o LifeSize Group, Room, Express, and Icon series o Avaya/Radvision Scopia series Supported soft clients for Helpdesk include the following: Polycom RealPresence for desktop (Mac & Windows) and mobile (ios & Android) Cisco Jabber for desktop (Mac & Windows) and mobile (ios) LifeSize ClearSea for desktop (Mac & Windows) and mobile (ios & Android) Vidyo Desktop for desktop (Mac & Windows) Customer video endpoints and desktops must be accessible from the Glowpoint Support Center, typically accomplished through the use of a VPN tunnel or a Glowpoint-provided circuit. The Support Center will access desktop video (soft codec) s via remote desktop software (TeamViewer). Helpdesk Service Attributes Service Hours: Helpdesk Service Hours are 24x7x365. Service Level Objective: o Service Availability target: Helpdesk s service availability target is 99.99%. o Mean Time for Trouble Isolation: Glowpoint shall endeavor to isolate the cause of an incident involving a supported video endpoint or soft client within 120 minutes. Page 9 of 42

10 o Mean Time to Respond: The Glowpoint Support Center will make contact with the Customer within thirty (30) minutes of becoming aware of a failure of a video system or soft client. The Glowpoint Support Center will respond to 90% of the inbound phone calls within 60 Seconds. Support Levels: o Level 1 Support: This is the starting point for all tickets after they have been submitted and Level 1 Support procedures will be handled by Glowpoint. If an incident requires further Support (Level 2 or 3 Support), then the incident needs to be escalated to customer IT. o Level 2 and 3 Support: Level 2 and 3 Support are handled by the customer. The customer is fully responsible for restoration of normal service. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Helpdesk customers will be notified 10 business days in advance of a planned service change. Helpdesk Part Numbers Monthly Service Helpdesk - First Line Support Helpdesk - Software Clients/Apps Helpdesk - Executive Desktop & Conference Room Helpdesk - Multi-Screen Immersive Systems P/N BCS-HLP-SW-01M BCS-HLP-ECR-01M BCS-HLP-MIS-01M Initial Setup Helpdesk First Line Support Helpdesk - Software Clients/Apps Helpdesk - Executive Desktop & Conference Room P/N BCS-HLP-SW-01N BCS-HLP-ECR-01N Page 10 of 42

11 Helpdesk - Multi-Screen Immersive Systems BCS-HLP-MIS-01N 3.3 Resolve Glowpoint s Resolve support provides helpdesk, incident management, and incident/problem resolution to customers with video infrastructure, endpoints and soft clients RESOLVE FOR VIDEO ENDPOINTS Resolve for Video Endpoints is a comprehensive and multi-tiered support service for immersive telepresence, multipurpose room systems, and executive desktop systems. It offers the option for customers to fully outsource the management of their video systems to a team with deep experience with video technology. Resolve for Video Endpoints Features 24x7x365 Helpdesk Support: Customers can call or the Glowpoint Support Center for technical assistance on incidents that occurred on their supported endpoint at any time on any day. Inquiries are answered and addressed by Glowpoint s Level 1 Helpdesk employees, who possess a comprehensive knowledge base and various degrees of training and certification. Incident Management: When incidents are reported (or detected via the proactive Monitoring Option), the Glowpoint Support Center will begin troubleshooting incidents with customer endpoints and will manage the incident until it is fully resolved. This includes: o Level 1 Walk customer through physical elements (i.e. power plug, network plug, etc.) to ensure the cables and cords are properly set in the system. Reboot the video system through remote command or physical power cycle. Place test calls to/from the device with video systems in the Glowpoint Support Center and/or from other systems within the customer s video environment. Access the device (via telnet, SSH, or web) and checking the system statuses and settings to ensure the configuration and current status are in line with what was documented during on-boarding. Attempt configuration changes. (This includes software upgrades.) Research the issue by comparing the problem description with the known issues within the release notes of the system software version provided by the manufacturer and Glowpoint s Knowledge Database. o Level 2 & 3 Engage hardware manufacturer for advanced device troubleshooting. Execute parts replacement/rma if necessary, and coordinating with customer onsite resources. Escalate incidents and working issue with A/V integrator for problems with ancillary devices (e.g. Crestron control panel). Page 11 of 42

12 Escalate incidents to the customer or partner help desk for problems outside of the control of the Glowpoint Support Center or problems that have been identified to be under management by the customer or partner. For example, if Glowpoint identifies the root cause of the issue to be related to the customer or partner network, the Glowpoint Support Center will escalate the incident to the customer or partner help desk to drive appropriate resolution. Maintenance Support: Glowpoint will assume management of the customer s existing hardware maintenance contract on behalf of the customer. This allows the Glowpoint Support Center to execute on parts replacement as well as software upgrades on the customer s behalf for the supported endpoint(s). Escalation Support: Glowpoint will ensure that all incidents that require the customer or partner s IT to help remediate are contacted and provided with the relevant information to isolate the root cause and drive resolution-noting that video endpoint performance and functionality have dependencies that are outside of the immediate control or management by the Glowpoint Support Center, Glowpoint will ensure proper escalation support to customer and partner IT contacts. It is then the responsibility of the customer s IT staff to drive the appropriate configuration and change management internally to bring services back to a working state. Note that Glowpoint Support Center will remain engaged to assist where necessary, but are not responsible for final resolution of the issue once the escalation has been completed. An example of a dependency would be network access/connectivity/qos (Network that is not provided by Glowpoint) Configuration and Change Management: Each year the customer can schedule up to 2 software upgrades. The upgrades will be coordinated between the Support Center and the customer and will be carried out by Glowpoint. Ticket Management: The Glowpoint Support Center will log all customer incidents and provide a ticket number to the customer each time an incident is reported. The Support Center will be responsible for opening, updating, and closing tickets as well as providing detailed notes including the incident reported, actions taken to remedy, dates/times of actions taken, and track the ticket through resolution and restoration of normal service. All incidents are created and tracked in Glowpoints IT Service Management platform aligned with ITIL framework accepted practices for classifying, categorizing, prioritizing, escalating and resolving those incidents. Service Performance Reports: Incidents will be logged by the Glowpoint Support Center and reports regarding the incidents, for example ticket history, time to isolate or mean time to repair, are available from the Glowpoint Portal. Resolve for Video Endpoints Service Details The Glowpoint Support Center is responsible for ensuring that all incidents pertaining to the video system are resolved and normal service is restored (Level1, 2 &3 Support). Reporting: Reports will be provided on screen (HTML) with metrics or they can be downloaded as a.pdf or.csv file. Page 12 of 42

13 o o o Time to Isolate: This report will provide customers with the time it took to isolate the root cause of the issue. Ticket History: This report will provide customers with a list of tickets. Customers will be able to select the endpoint(s) that s/he wants to report on as well as the start and end date. Mean Time to Repair: This report will provide the customer with amount of time it took the Glowpoint Support Center to resolve the incident starting from when the incident was detected or reported. Customers will be able to select the endpoint(s) that they want to report on as well as the start date and end date. Please note: Full resolution of the issue with a video endpoint may be dependent upon changes or remediation to devices, network or other configuration within the customer s environment or network. The Glowpoint Support Center will escalate all such dependencies back to the customer s IT and ensure proper information is provided that will help in isolating the root cause and resolution. The Mean Time to Repair metric is dependent upon complete resolution of issues that are outside of the immediate control of the Glowpoint Support Center. Resolve for Video Endpoints Requirements Supported hardware-based video endpoints for Resolve for Video Endpoints include the following: o Polycom VSX, HDX, Group, RPX, TPX, and OTX series o Cisco MXP, EX, C, MX, SX, CTS, and TX series o LifeSize Group, Room, Express, and Icon series o Avaya/Radvision Scopia series Customer endpoints must be accessible from the Glowpoint Support Center via VPN tunnel, public internet, or private network circuit provided from Glowpoint. Customer must have a valid maintenance contract in place. Resolve for Video Endpoints Service Attributes Service Hours: Resolve Service Hours are 24x7x365. Service Level Objectives: o Service Availability target: Resolve Service s availability target is 99.99%. o Mean Time for Trouble Isolation: Glowpoint shall endeavor to isolate the cause of an incident involving a supported video endpoint within 120 minutes. o Mean Time to Respond: The Glowpoint Support Center will make contact with the Customer on newly reported issues within thirty (30) minutes of becoming aware of a failure of a supported video endpoint. The Glowpoint Support Center will respond to 90% of the inbound phone calls within 60 Seconds. Support Levels: o Level 1: This is the starting point for all tickets after they have been submitted. Glowpoint s Level 1 Support shall endeavor to restore service within 30 minutes and will escalate to Level 2 once the Level 1 technician has identified the effort to isolate is outside of the scope of their technical expertise or the Level 1 technician has gone through the defined support checklist for supporting that particular incident. Page 13 of 42

14 o Level 2: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 Support. Glowpoint s Level 2 Support shall endeavor to restore service based on the severity level of that incident Level 2 will escalate to Level 3 if incident has not been fixed and normal service has not been restored by Level 2 and progress towards resolution of that incident has stalled o Level 3: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 and Level 2 Support. There are no documented processes to resolve the Incident or those processes have been attempted without success.. Glowpoint s Level 3 Support shall endeavor to restore normal service as soon as possible and within the defined severity level response and resolution times. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Resolve customers will be notified 10 business days in advance of a planned service change Resolve for Video Endpoints Part Numbers Monthly Service Resolve Total Support Resolve - Executive Desktop & Conference Room Resolve - Multi-Screen Immersive Systems P/N BCS-RES-ECR-01M BCS-RES-MIS-01M Initial Setup Resolve Total Support Resolve - Executive Desktop & Conference Room Resolve - Multi-Screen Immersive Systems P/N BCS-RES-ECR-01N BCS-RES-MIS-01N RESOLVE FOR INFRASTRUCTURE Resolve for Infrastructure provides full support, including remote monitoring, level 3 support, and change management, for customer s video infrastructure including gatekeepers and registrars, border controllers, MCUs, media servers, and management appliances. The video infrastructure devices can be supported on the customer premise or in the Glowpoint Cloud. Page 14 of 42

15 Resolve for Hardware Infrastructure Features Notify s Event Management Resolve for Infrastructure comes with Notify s Event Management built into the service. The general goal of Event Monitoring is to detect threshold events as soon as possible to allow enough time to analyze the event and determine the appropriate process for dealing with the event to ensure the least possible impact on the business or the user. The customer s video infrastructure is remotely monitored 24x7x365 by Glowpoint s NMS. When a threshold event arises with a customer s infrastructure hardware that is subscribed to Notify, it triggers an alert to notify responsible parties. alerts will be sent to the Glowpoint Support Center and to the customer s technical contacts and an incident record will be created. The will contain the identity of the device, the event itself, and the time the event occurred. Glowpoint s Level 1 Support will immediately begin investigating the incident and Glowpoint is fully responsible for driving the restoring normal service. 24x7x365 Helpdesk Support: Customers can call or the Glowpoint Support Center for technical assistance on incidents that occurred on their supported infrastructure at any time on any day. Inquiries are answered and addressed by Glowpoint s Level 1 Helpdesk employees, who possess a comprehensive knowledge base and various degrees of training and certification. Incident Management: When incidents are reported (or detected via the proactive Monitoring Option), the Glowpoint Support Center will begin troubleshooting incidents with the customer s infrastructure and will manage the incident until it is fully resolved.. Troubleshooting steps include: o Ensure the device is reachable on the network. o Remotely reset the device. o Access the device and check the system status and alarms. o Attempt configuration changes. (This includes software upgrades.) o Research the incident with the knowledgebase and with vendor release notes Engage hardware manufacturer for advanced device troubleshooting. Execute parts replacement/rma if necessary, and coordinating with customer onsite resources. Maintenance Support: Glowpoint will assume management of the customer s maintenance contract. This allows the Glowpoint Support Center to execute on parts replacement and software upgrades on behalf of the customer for the supported device. Configuration and Change Management: Each year the customer can schedule up to 2 software upgrades. The upgrades will be coordinated between the Support Center and the customer and will be carried out by Glowpoint. Glowpoint will execute the change to CI s within the customer s environment. Ticket Management: The Glowpoint Support Center will log all customer incidents and provide a ticket number to the customer each time an incident is reported. The Support Center will be responsible for opening, updating, and closing tickets as well as providing detailed notes including the incident reported, actions taken to remedy, dates/times of actions taken, and track the ticket through resolution and restoration of normal service Service Performance Reports: Incidents will be logged by the Glowpoint Support Center and reports regarding the incidents, for example ticket history, time to isolate or mean time to repair, are available from the Glowpoint Portal. Resolve for Hardware Infrastructure Details Page 15 of 42

16 The Glowpoint Support Center is responsible for ensuring that all incidents pertaining to the video infrastructure are resolved. Reporting: Reports will be provided on screen (HTML) or they can be downloaded as a.pdf or.csv file. o Time to Isolate: This report will provide customers with the time it took to isolate the issue. Isolating the issue indicates that the root cause has been determined. o Ticket History: This report will provide customers with a list of tickets opened by the Support Center. Customers will be able to select the device(s) that s/he wants to report on as well as the start and end date. Mean Time to Repair: This report will provide the customer with amount of time it took the Glowpoint Support Center to resolve the issue starting from when the issue was reported. Customers will be able to select the device(s) that they want to report on as well as the start date and end date. Resolve for Hardware Infrastructure Requirements Supported hardware infrastructure include the following: o Polycom VBP, RPAD, DMA, CMA, Resource Manager, MGC, RMX, and RSS o Cisco VCS, TMS, CUCM, Codian, MSE, and TCS o Radvision/Avaya ECS and Scopia MCU Customer infrastructure must be accessible from the Glowpoint Support Center via VPN tunnel, public internet, or private network circuit provided from Glowpoint. Customer must have a valid maintenance contract in place. Resolve for Hardware Infrastructure Service Attributes Service Hours: Resolve Service Hours are 24x7x365. Service Level Objective: o Service Availability target: Resolve Service s availability target is 99.99%. o Mean Time for Trouble Isolation: Glowpoint shall endeavor to isolate the cause of an incident involving a supported video endpoint within 120 minutes. o Mean Time to Respond: The Glowpoint Support Center will make contact with the Customer within thirty (30) minutes of becoming aware of a failure of a supported video endpoint. The Glowpoint Support Center will respond to 90% of the calls within 60 Seconds. o Event Management Service Availability: Notify Event Management Service s availability target is 99.9%. Notify Services are delivered from Glowpoint s cloud, and therefore the availability guarantee is based on downtime of the Glowpoint cloud NMS and AVSS. Downtime is measured from the time a master trouble ticket is opened by the Glowpoint Support Center until the time the Glowpoint NMS is operational again. Reason for Outage (RFO) notices will be made available to affected customers in the event that there is downtime. o Mean Time to Notify: Glowpoint will send out 95% of all notifications to the customer within 5 minutes after the detection of an event. Support Levels: o Severity Level definitions will dictate the level of effort, responsiveness and updates to the customer for all support provided between all three tiers of the Glowpoint Support Center. Page 16 of 42

17 o Determination as to when an escalation will occur between the three tiers of support are based on severity level of the incident, technical expertise of the technician and internal process control/audit procedures by the Glowpoint Service Deliver Manager and Glowpoint Support Center management. o Level 1: This is the starting point for all tickets after they have been submitted. Glowpoint s Level 1 Support shall endeavor to restore service within 30 minutes and will escalate to Level 2 once the Level 1 technician has identified the effort to isolate is outside of the scope of their technical expertise or the Level 1 technician has gone through the defined support checklist for supporting that particular incident. o Level 2: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 Support. Glowpoint s Level 2 Support shall endeavor to restore service based on the severity level of that incident. Level 2 Support will escalate to Level 3 if incident has not been fixed and normal service has not been restored by Level 2 and progress towards resolution of that incident has stalled. o Level 3: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 and Level 2 Support. There are no documented processes to resolve the Incident or those processes have been attempted without success. Glowpoint s Level 3 Support shall endeavor to restore normal service as soon as possible and within the defined severity level response and resolution times.. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Resolve customers will be notified 10 business days in advance of a planned service change Resolve for Infrastructure Part Numbers Monthly Service Resolve Total Support P/N Resolve Infrastructure BCS-RES-INF-01M Initial Setup Resolve Total Support P/N Resolve Infrastructure BCS-RES-INF-01N Page 17 of 42

18 3.4 Proactive Monitoring Option for Helpdesk/Resolve Video Endpoints Customers with hardware-based video endpoints that subscribe to Helpdesk or Resolve service will have the option to add Proactive Monitoring. This service option provides 24x7x365 monitoring of the video endpoint(s) from the Glowpoint Support Center as well as Automated Video System Sweeps (AVSS). Proactive Monitoring Features Event Management: The general goal of Event Monitoring is to detect threshold events as soon as possible to allow the customer enough time to analyze the event and determine the appropriate process for dealing with the event to ensure the least possible impact on the business or the user. Supported video endpoints are remotely monitored 24x7x365 by Glowpoint s NMS. When a threshold event arises with a customer s endpoint that is subscribed to Proactive Monitoring, it triggers an alert to notify responsible parties. An is automatically sent to the customer s technical contact(s). The technical contact(s) will receive a ticket number, endpoint information, the threshold event/ incident occurred (e.g. high packet loss), and the time the incident was detected. As the customer is notified, Glowpoint s Level 1 Helpdesk will begin troubleshooting the issue (as per the Helpdesk and Resolve Services described above). Video System Sweeps: Each night, Glowpoint s AVSS will access the customer s video endpoint and place a test call. The system will monitor for irregularities (e.g. packet loss). When such an event arises with a customer s endpoint that is subscribed to Proactive Monitoring, it triggers an alert to notify responsible parties; an incident ticket is generated, and an notification is sent to the customer s technical contact(s). The technical contact(s) will receive a ticket number, endpoint information, the threshold event/incident occurred (e.g. high packet loss), and the time the incident was detected. As the customer is notified, Glowpoint s Level 1 Helpdesk will begin troubleshooting the issue (as per Helpdesk and Resolve Services described above). Proactive Monitoring Service Details Reporting: Reports will be provided on screen (HTML) or they can be downloaded as a.pdf or.csv file. o Downtime: Endpoint downtime is the duration from when communications between the Glowpoint NMS and the customer s endpoint/device cease. The report will show an aggregate amount of minutes the endpoint/device is down per month. Proactive Monitoring Requirements Restrictions/Terms of use: Proactive Monitoring is available for almost any hardwarebased video endpoint, including: Polycom VSX, HDX, Group, RPX, TPX, and OTX series Cisco MXP, EX, C, MX, SX, CTS, and TX series Page 18 of 42

19 With this option customer endpoints must be accessible from the Glowpoint Support Center via VPN tunnel, public internet, or private network circuit provided by Glowpoint. Proactive Monitoring Service Attributes Service Hours: Proactive Monitoring Service Hours are 24x7x365. Service Level Objective: o Service Availability Target: Proactive Monitoring s Service Availability target is 99.9%. Proactive Monitoring s Services are delivered from Glowpoint s cloud, and therefore the availability guarantee is based on downtime of the Glowpoint cloud NMS and AVSS. Downtime is measured from the time a master trouble ticket is opened by the Glowpoint Support Center until the time the Glowpoint NMS is operational again. Reason for Outage (RFO) notices will be made available to affected customers in the event that there is downtime. o Mean Time to Notify: Glowpoint will send out 95% of all notifications to the customer within 5 minutes after the detection of an event. Support Levels: Support Levels depend on the main service the endpoint is subscribed to. Please refer to here to either the Helpdesk or Resolve section of the document. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Proactive Monitoring customers will be notified 10 business days in advance of a planned service change. Proactive Monitoring Part Numbers Monthly Service Proactive Monitoring Proactive Monitoring w/ Helpdesk - Exec. Desktop & Conf. Room Proactive Monitoring w/ Helpdesk - Multi-Screen Immersive Systems P/N BCS-PMH-ECR-01M BCS-PMH-MIS-01M Proactive Monitoring w/ Resolve - Exec. Desktop & Conf. Room BCS-PMR-ECR-01M Proactive Monitoring w/ Resolve - Multi-Screen Immersive Systems BCS-PMR-MIS-01M Initial Setup Proactive Monitoring P/N Page 19 of 42

20 Proactive Monitoring w/ Helpdesk - Exec. Desktop & Conf. Room Proactive Monitoring w/ Helpdesk - Multi-Screen Immersive Systems BCS-PMH-ECR-01N BCS-PMH-MIS-01N Proactive Monitoring w/ Resolve - Exec. Desktop & Conf. Room BCS-PMR-ECR-01N Proactive Monitoring w/ Resolve - Multi-Screen Immersive Systems BCS-PMR-MIS-01N 3.5 Network Support Service Option for Resolve Glowpoint s Network Monitoring option allows customers to outsource the management of video traffic on their LAN and WAN to Glowpoint. Glowpoint installs a small appliance at each site being managed; one appliance can support multiple video endpoints or infrastructure devices. The appliance allows the Support Center to gain end-to-end visibility to any location, across any network, even through third party network providers in case of an incident detected via SNMP. This empowers the Glowpoint Support Center with the ability to investigate, troubleshoot and resolve network incidents that involve video devices or soft clients subscribed to Resolve. Network Support Service Features Network Flow Monitoring: The Support Center can view what applications are running on the customer network and identify how they are impacting video on the network. The Support Center can also monitor QoS on the network to ensure the customer s network is configured to properly support video. Path View Monitoring: The Support Center can trace a route through the network and identify where a problem exists. This allows the Support Center to more effectively identify failure points in the network. Video Simulation: The devices installed at the customer s site can place simulated video calls to each other at speeds of up to 2Mbps. These calls provide insight into the performance of the call over the network. Calls can be scheduled regularly with reports sent daily, weekly, or monthly. Network Support Service Service Details The service requires an appliance to be installed at the customer s site. The appliances vary in size depending on the amount of endpoints being monitored on the network. It can be a small non-rackable device to a single RU rack mountable device. M22 100/200 is not rack mountable. It is capable of performing SLA performance validation for up to 100 LAN targets and 200 WAN targets. FlowView analysis maxes at 100Mbps. Page 20 of 42

21 M30 150/300 is rack mountable (1 RU). It can run SLA validation for up to 150 LAN targets and 300 WAN targets. FlowView analysis maxes at 1Gbps. R40 200/600 is rack mountable (1 RU). It s capable of performing SLA performance validation for up to 200 LAN targets and 600 WAN targets. FlowView analysis maxes at 1Gbps. The devices are manufactured by AppNeta. All data is captured by the network device and presented in a viewable and downloadable format in the cloud. The AppNeta web interface can be branded to show the customer or partner logo. The devices are modular based, offering the Network Flow (NetFlow), PathView, and Video modules described above. These are sold separately. Network Support Service Requirements Network Support Service is available for any video endpoint or infrastructure device that is subscribed to Resolve. Glowpoint will only investigate network incidents on behalf of endpoints and infrastructure that are subscribed to a Resolve service. The service requires an appliance to be installed at the customer s site, which can be an office location or a data center. The appliance must be connected to a switch port analyzer, or SPAN port, on the customer s switch. A SPAN port is required because it performs port mirroring. The device needs web access via the public internet to the AppNeta cloud. Network Support Service Service Attributes Service Hours: Network Support Service Hours are 24x7x365. Service Level Objectives: o Service Availability Target: Network Support Service s availability target is 99.9%. Network Support Services are delivered from the cloud, and therefore the availability guarantee is based on downtime of the cloud. Support Levels: As Network Support Service is a Enhancement-Service of Resolve Glowpoint provides the customer with Level1,2 & 3 Support (please refer to the Resolve Section of this document). Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Network Support Service customers will be notified 10 business days in advance of a planned service change. Network Support Service Part Numbers Page 21 of 42

22 Monthly Service Network Support Service P/N Network Support Service - M22 100/200 BCS-NSS-M22-01M Network Support Service - M30 150/300 (Rack) BCS-NSS-M30-01M Network Support Service - R40 200/600 (Rack) BCS-NSS-R40-01M Initial Setup Network Support Service P/N Network Support Service - M22 100/200 BCS-NSS-M22-01M Network Support Service - M30 150/300 (Rack) BCS-NSS-M30-01M Network Support Service - R40 200/600 (Rack) BCS-NSS-R40-01M 3.6 Management Connection The Glowpoint Support Center and the Glowpoint NMS requires access to the video endpoints and infrastructure on the customer s network. This can be accomplished in one of two ways: VPN tunnel or Private Management Network Circuit. Both solutions require access on specific ports to the IP addresses of the video endpoints and infrastructure. These ports are displayed below. Access Item Port Requirements Direction Reason Monitoring TCP port 80 To and From the Support Center to Video Infrastructure and Systems Http management interfaces Page 22 of 42

23 TCP port 23 and 24 UDP port 161 & 162 ICMP To and From the Support Center to Video Infrastructure and Systems To and From the Support Center to Video Infrastructure and Systems To and From the Support Center to Video Infrastructure and Systems Telnet management interfaces SNMP Ping An example of the VPN and Private Management Network Circuit is displayed below. In this particular example, the customer is using both VPN and the circuit for redundancy. Primary Glowpoint Data Center Management Traffic 10.x.x.x NAT Network Assigned by Glowpoint NAT VNOC Centralized Network Management System (NMS) VNOC Provided Router IP Sec Tunnel Other Devices RMX Bridge VNOC Management Network Secondary Glowpoint Data Center (Optional Failover) Internet RFC1918 IP Space 10.x.x.x NAT Network Assigned by Glowpoint NAT VNOC Provided Router IP Sec Tunnel Optional Private Line VNOC Provided Router Customer Extranet Environment RPX Room RPX Room VPN A site to site IPSec VPN tunnel is established between the Glowpoint Support Center and the customer data center to enable the Support Center staff and the Glowpoint NMS to have secured access over the public internet to the video endpoints and infrastructure. VPN Details Page 23 of 42

24 One end of the tunnel will terminate in the Glowpoint data center. The other end of the tunnel will terminate on the customer s firewall or router. The customer will be responsible for providing the termination router or firewall at their site. The VPN will be established over the customer s existing public internet connection(s). VPN Requirements For IPSec VPN tunnel establishment only; VPN clients or GRE tunnels are not supported. VPN Service Attributes Service Hours: VPN Service Hours are 24x7x365. Service Availability target: VPN Service Availability target is 99.00% Support Levels: VPN Service includes Level 1, 2 & 3 support. Glowpoint shall endeavor to resolve any incident regarding the VPN service and restore normal service within 240 minutes. o Level 1: This is the starting point for all incidents after they have been submitted. Glowpoint s Level 1 Support shall endeavor to restore service within 30 minutes and will escalate to Level 2 once the Level 1 technician has identified the effort to isolate is outside of the scope of their technical expertise or the Level 1 technician has gone through the defined support checklist for supporting that particular incident.level 2: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 Support. Glowpoint s Level 2 Support shall endeavor to restore service based on the severity level of that incident.level 2 Support will escalate to Level 3 if incident has not been fixed and normal service has not been restored by Level 2 and progress towards resolution of that incident has stalled. Level 3: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 and Level 2 Support. There are no documented processes to resolve the Incident or those processes have been attempted without success.. Glowpoint s Level 3 Support shall endeavor to restore normal service as soon as possible and within the defined severity level response and resolution times. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. VPN customers will be notified 10 business days in advance of a planned service change. VPN Part Numbers Page 24 of 42

25 Monthly Service Virtual Private Network P/N VPN Management Connection BCS-VPN-VPN-01M Initial Setup Virtual Private Network P/N VPN Management Connection BCS-VPN-VPN-01N PRIVATE MANAGEMENT NETWORK CIRCUIT The alternative to the IPSec VPN is a private circuit between a Glowpoint data center and the customer data center. With this service, Glowpoint will provide a T1 (DS1) and a termination router to the customer data center. Private Management Network Circuit Details Glowpoint will provide a router at the customer site for the circuit termination. This router will NAT the customer video endpoint and/or infrastructure IP addresses. If the customer is using Glowpoint s cloud-based Video Collaboration Services and they re establishing a network connection for QoS, then they can leverage that circuit for the management traffic as well. Private Management Network Circuit Requirements For private circuit (T1) between a Glowpoint data center and the customer data center establishment only. Private Management Network Circuit Service Attributes Service Hours: Private Management Network Circuit Service Hours are 24x7x365. Service Availability target: Private Management Network Circuit Service Availability target is 99.00% Support Levels: Private Management Network Circuit Service includes Level 1, 2 & 3 Support. Glowpoint shall endeavor to resolve any incident regarding the circuit and restore normal service within 240 minutes. o Level 1: This is the starting point for all incidents after they have been submitted. Glowpoint s Level 1 Support shall endeavor to restore service within 30 minutes and will escalate to Level 2 once the Level 1 technician has identified the effort to isolate is outside of the scope of their technical expertise or the Level 1 technician has gone through the defined support checklist for supporting that particular incident. Page 25 of 42

26 o Level 2: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 Support. Glowpoint s Level 2 Support shall endeavor to restore service based on the severity level of that incident.level 2 Support will escalate to Level 3 if incident has not been fixed and normal service has not been restored by Level 2 and progress towards resolution of that incident has stalled. o Level 3: An incident in this state has had initial investigation and troubleshooting performed without success by Level 1 and Level 2 Support. There are no documented processes to resolve the Incident or those processes have been attempted without success. Glowpoint s Level 3 Support shall endeavor to restore normal service as soon as possible and within the defined severity level response and resolution times.. Change Management Policy: All normal and urgent service changes will go through Glowpoint s Change Management Process, which includes a submitted request for change, assessing and evaluating the change, authorization of the change, closing and post evaluation of the change. Private Management Network Circuit customers will be notified 10 business days in advance of a planned service change. Private Management Network Circuit Part Numbers Monthly Service Private Management Circuit P/N Private Line 1.5Mbps NC0006WM Initial Setup Private Management Circuit P/N Private Line 1.5Mbps NC0006WN 4 Ordering Remote Service Management Remote Service Management Services require a signed order form and/or a scope of work (SOW). Page 26 of 42

27 4.1 Order Form The order form submitted to Glowpoint is a commitment of services between the customer or partner and Glowpoint for the term stated in the order form. Service terms are 12, 24, or 36 months. The order form must contain the services being ordered including the Glowpoint part number, product name, and the quantity of the services. The form must be signed by a person within the customer or partner organization that has the ability to authorize contracts on behalf of his/her organization. 4.2 Scope of Work For Glowpoint direct customers, a SOW is generated by the account representative and the pre-sales engineer. Partners that are ordering services on behalf of their end user customer shall generate a SOW and provide it to Glowpoint as part of the order. The SOW should provide the answers to the following questions: Customer Background: o What does the customer s organization do? o What is the current video landscape? o How is video being used by the organization and what are the objectives of video use (e.g. cost cutting)? o How do the services being delivered help the customer meet their objectives? Solution Overview: o How is the solution designed? Including network, hardware, and software components. Pricing and Terms: o A SOW should include the agreed upon price and term of the Scope of Work The SOW should always be accompanied by a network diagram. 5 Implementation Process When a new order is received for Remote Service Management Services, Glowpoint assigns a project manager to the order. The project manager acts as the quarterback for the implementation and is the primary contact for the customer and/or partner. Orders begin with a kickoff call, where fact finding is conducted, followed by a project plan, and finally the implementation of the service. 5.1 Kickoff Call The kickoff call is scheduled and held between the project manager and the customer and/or partner to review the following items: Order: Review services ordered Scope of Work: Solution overview as well as the expectations/objectives of the services Information Gathering: Discuss information needed for implementation (Customer Configuration Database see 4.2) and clearly understand the customer s expectations for service delivery based on the Glowpoint solutions they have agreed to purchase. Any Page 27 of 42

28 difference in the understanding of solutions being delivered will be documented by the Project Manager and circulated internally within Glowpoint to ensure the proper service expectations are defined and communicated with the customer prior to the actual go-live date. It is Glowpoint s mission to ensure both the customer and the Support Center have the same expectations to ensure a successful service launch and positive customer and end user experience. Roles and Responsibilities: Complete RACI matrix and establish customer project coordinator, technical contacts, and billing contacts Timelines: Customer expectations for implementation or cutover timeframe 5.2 Operations Review Following the kickoff call, Glowpoint has an internal operations meeting to review the order and assign tasks to technicians, procurement managers, and the account representative. 5.3 Customer Configuration Database During the kick off call, the Customer Configuration Database document is introduced to the customer. This document is where the following information is collected: Customer Sites: Address, city, state, phone number, etc. Contacts: Technical contacts, site contacts, etc. Video Endpoint/Infrastructure Info: Type (make/model), username, password, software version, serial number, Remote Service Management Service type, etc. The information collected in the Customer Configuration Database is imported into Glowpoint management system for ongoing account management and support. During this phase of the implementation process it is very important that all customer configurations are identified and clearly defined. In the case where new information becomes available that impact service delivery, Glowpoint will ensure best effort to accommodate such changes prior to the go-live date. 5.4 Project Plan Following the kickoff call, a project plan is created by the Glowpoint project manager and distributed to the customer and/or partner. The project plan lists out all of the tasks required to complete the implementation. It provides a start and finish date for each task and tracks the completion % of each task. A sample of project plan for Remote Service Management is displayed below. Page 28 of 42

29 ID Notes % Complete Task Name Duration Start Finish 0 0% Customer Implementation Plan 40 Days Mon 1/7/13 Fri 3/1/13 1 0% Project Initiation 8 days Mon 1/7/13 Wed 1/16/13 2 0% Schedule Kickoff Meeting 3 days Mon 1/7/13 Wed 1/9/13 3 0% Requirements Gathering (Config DB) 1 day Wed 1/9/13 Wed 1/9/13 4 0% Roles & Responsibilities 1 day Wed 1/9/13 Wed 1/9/13 5 0% Identify Target Date (per site) 2 days Wed 1/9/13 Thu 1/10/13 6 0% Operations Internal Review 5 days Thu 1/10/13 Wed 1/16/13 7 0% Management VPN 6 Days Wed 1/16/13 Wed 1/23/13 8 0% Provide Customer w/ VPN Requirements 1 day Wed 1/16/13 Wed 1/16/13 9 0% Configure VPN in Glowpoint Cloud 2 days Thu 1/17/13 Fri 1/18/ % Customer Configure VPN 2 days Mon 1/21/13 Tue 1/22/ % Test VPN Configuration 1 day Wed 1/23/13 Wed 1/23/ % Endpoint / Infrastructure Certification 10 days Thu 1/24/ % Resolve Infrastructure 1 2 days Thu 1/24/13 Fri 1/25/ % Infrastructure Information Imported to Management Systems 1 day Thu 1/24/13 Thu 1/24/ % Support Center Certification 1 day Fri 1/25/13 Fri 1/25/ % Resolve System 1 2 days Mon 1/28/13 Tue 1/29/ % System Information Imported to Management Systems 1 day Mon 1/28/13 Mon 1/28/ % Support Center Certification 1 day Tue 1/29/13 Tue 1/29/ % Resolve System 2 2 days Wed 1/30/13 Thu 1/31/ % System Information Imported to Management Systems 1 day Wed 1/30/13 Wed 1/30/ % Support Center Certification 1 day Thu 1/31/13 Thu 1/31/ % Helpdesk System 1 2 days Fri 2/1/13 Mon 2/4/ % System Information Imported to Management Systems 1 day Fri 2/1/13 Fri 2/1/ % Support Center Certification 1 day Mon 2/4/13 Mon 2/4/ % Helpdesk System 2 2 days Tue 2/5/13 Wed 2/6/ % System Information Imported to Management Systems 1 day Tue 2/5/13 Tue 2/5/ % Support Center Certification 1 day Wed 2/6/13 Wed 2/6/ % Process Confirmation / Review 9 days Thu 2/7/ % Gather Customer Fault management Contacts 3 days Thu 2/7/13 Mon 2/11/ % Import Fault Contacts to Management Systems 1 day Tue 2/12/13 Tue 2/12/ % Review Support Engagement & Escalation Procedures 5 days Wed 2/13/13 Tue 2/19/ % Training 1 day Wed 2/20/13 Wed 2/20/ % CustomerPoint Training for Reporting 1 day Wed 2/20/13 Wed 2/20/ % Turnover and Completion 7 days Thurs 2/21/13 Thurs 2/21/ % Complete All Service Plan Tasks 2 days Thurs 2/21/13 Fri 2/22/ % Receive Clients Signoff 5 days Mon 2/25/13 Fri 3/1/ Management VPN/Circuit A VPN can be established between Glowpoint and the customer relatively quickly, typically from 48 hours to 2 weeks depending on the customer resources and approval process. Glowpoint provides the customer with a Site-to-Site VPN template which details how the VPN tunnel will be established. Once this is completed, Glowpoint and the customer can configure their respective sides of the tunnel, establish connectivity, and then test access over the tunnel. The VPN template is displayed below. Page 29 of 42

30 Company Remote Site B Glowpoint, Inc. Remote Site A General Type of Firewall Remote EndPoint Pre-shared Key IKE (Phase1) Mode [main/aggressive] DH Group Encryption Algorithm Hash Algorithm Key Lifetime IPSEC (Phase2) PFS DH Group Encryption Algorithm Hash Algorithm SA Lifetime (between 60 & 28800sec) Encryption Domain Service Ports contact person The Private Management Network Circuit will generally take about 30 days to be installed. Once the circuit is installed, Glowpoint will provide a router that will terminate the circuit and NAT the IP addresses of the customer s video endpoints and infrastructure. Once the circuit and router are installed, Glowpoint will test access to the customer devices over the circuit. 5.6 Certification Process Once access is successfully established from the Glowpoint Support Center Glowpoint to the customer devices, Glowpoint can begin certifying the endpoints and infrastructure. Glowpoint will enter all of the customer s video endpoints and infrastructure into the management system, whether they are subscribed to a Remote Service Management service or not. (All of the endpoint and infrastructure information will be captured in the Customer Configuration Database) However, only the endpoints subscribed to a service will undergo the certification process. The process involves two forms of tests: NMS Testing (if subscribed to Notify or Proactive Monitoring) and Access & Call Testing (if subscribed to Helpdesk or Resolve). Page 30 of 42

31 5.6.1 NMS TESTING Hardware-based video devices that are subscribed to Notify or Proactive Monitoring for Resolve will be entered into Glowpoint s central network monitoring system (NMS). The NMS will poll each device every 3 minutes to monitor the device s uptime. (Polling intervals can be adjusted at the customer s request.) The NMS system will also Trap critical SNMP traps based. Simple Network Monitoring Protocol (SNMP) traps and polls work in conjunction to capture important system health information of video devices. SNMP traps enable a video device to send a message to the NMS to alert it of a system event. An example of a trap message triggered by an event could be, for instance, a video endpoint sending an alert that the main camera has gone down. Polling works in the opposite direction; the messages are initiated by the NMS. The NMS sends consistent SNMP requests, or tests, to the video device seeking system information in return. The information gathered from SNMP traps and polls allow the Glowpoint Support Center to act on an incident prior to the customer being affected. All devices are also monitored for uptime availability via ICMP. ICMP is often referred to as a pings or ping messages. Ping messages are sent from the NMS to the devices IP address. If the device responds, then it is considered to be up. When it fails to respond it is then considered to be down. In order to ensure that the NMS is properly detecting the video device s uptime, Glowpoint will power down the customer s video endpoint during the certification process. The Service Technician will watch the NMS and ensure that it triggers an alarm while the system is powered down. S/he will then power the system back up and watch the NMS to make sure it clears the alarm. If the NMS does not detect the downtime and uptime, then the Technician will begin troubleshooting. If it detects both tests, then it successfully passes ACCESS & CALL TESTING The Support Center needs to establish a call performance baseline for each of the customer endpoints that are subscribed to Helpdesk and Resolve. This call testing process involves the following procedures: Username & Password Confirmation: The Service Technician will ensure that s/he can access the user interface and then log into the video device with the username and password provided from the customer. This test will be conducted for video endpoints or infrastructure. Point-to-Point Test Call: While logged into the video endpoint, the Technician will place a point-to-point call to another video endpoint. The Technician will monitor the endpoint and document the following into the management system: Page 31 of 42

32 Packet Loss Latency/Jitter Audio Connection Video Connection Content Sharing Connection Send/Receive System Alarms Disconnect o After the test, the Technician will analyze the results. If there are issues (e.g. high packet loss) then the technician will begin troubleshooting. If the results are free of issues, then the technician will document the results and upload a screen shot of the user interface into the management system. This test is conducted on all Helpdesk and Resolve endpoints. Multipoint Test Call: The technician will then launch a call from an MCU to the endpoint and monitor and document as described in the point-to-point call. This test is conducted on all Helpdesk and Resolve endpoints. 5.7 Process Review The Process Review will consist of taking the customer through the Fault Management Process, Software Upgrade Change Management, and Support Engagement. (For full diagrams on Fault Management and Change Management see Glowpoint s Support Center Guide document) SUPPORT ENGAGEMENT The process review includes an overview of how to engage the Support Center via phone and for assistance. Customers will be provided with a contact and escalation list that displays the 4 levels of support management Level 1 Support Center / Level 1, 2, 3 Technical Support Level 2 Support Center Staff Team Lead(s) and Manager Level 3 Operations Director(s) Level 4 Operations Vice President Customers will also be informed of how case severity levels are categorized. The level of severity will determine the priority in which cases are worked by the Support Center. These levels are as follows: Information/Low: General Questions Minor: Customer is able to use video service, but is experiencing quality loss or other service degradation Major: A single user or customer site is unable to use video service; this includes a circuit outage, a video system failure, etc. Critical: Major infrastructure is experiencing an incident or problem that is affecting multiple users in multiple locations; this includes a gatekeeper outage, MCU failure, etc. Page 32 of 42

33 5.7.2 FAULT MANAGEMENT PROCESS The Glowpoint project manager will review the process flow for fault management. This process describes how and when a case is created for an incident through until the case is closed. An example of the fault management process flow is displayed below. This example would portray a high level view of the process for a Helpdesk endpoint CONFIGURATION AND CHANGE MANAGEMENT Customers that are subscribed to Resolve Support can have their endpoint or infrastructure upgraded up to two times per year by the Glowpoint Support Center. The Configuration and Change Management process is provided in the diagram below. Change Management Process: Software Upgrades End User End User scheduled for upgrade End User informed of outcome Upgrade case open for end user Device Upgraded in scheduled window System certified for use Close Case Support Center sent to Support Center Yes Upgrade Reverted No Certification Passed? Hardware Vendor New software version released Vendor reviews results and provides new patch 5.8 Training Glowpoint s CustomerPoint portal provides customers with access to support documents as well as performance reports. The Glowpoint project manager will coordinate a training session for customer administrators on how to navigate the portal and access the support documentation and reports. Below are screen shots of the portal. Page 33 of 42

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35 5.9 Customer Signoff The final step in the process is for the customer to provide final approval to go live by issuing a formal sign off on an acceptance document. 6 Service Level Agreement Glowpoint s standard Service Level Agreement (SLA) for Remote Service Management Services are detailed out below. Any order that deviates from the standard SLA must have an approved Scope of Work from Glowpoint that details the SLA agreement. Additional Charges for custom SLAs will apply. Page 35 of 42