VMhosting Memorandum of Understanding

Size: px
Start display at page:

Download "VMhosting Memorandum of Understanding"

Transcription

1 VMhosting Memorandum of Understanding Scope of the Document This document outlines the services provided by VMHosting regarding the lease and use of virtual machines offered via the VMhosting service. The document includes the following: Service Description Additional Services VMhosting Requirements Support Issue Categorization and Response Document and Service Change Protocols Fees Service Description VMhosting deploys virtual machine(s) and system(s) for the customer and manages the physical infrastructure needed to maintain the virtual machine(s) and system(s). Below is a description of the service. VMHosting is responsible for the following: Management of the physical infrastructure (storage server, network) external to the virtual machine VMware software VMHosting customers are responsible for the following: Management of software, security, configuration, etc. internal to the virtual machine Training for new employees Included in your monthly fee VMHosting resolves issues involving the physical infrastructure (storage server, network). VMHosting resolves issues involving the VMware software and operating environment. VMHosting maintains monitoring for all critical systems, which includes 24x7 support contracts with all of our vendors.

2 VMHosting manages system resources in order to maximize performance and reliability for all customers. VMHosting provides virtual machine backups for disaster recovery purposes. o It can take several hours to restore a virtual machine, so clients are encouraged to prepare a multi- tiered backup strategy. o VMHosting offers guidance and support in creating a multi- tiered backup strategy as part of our consulting service. VMHosting offers support and consultation during the normal University operating hours of Monday- Friday, 8am- 5pm. Not included in your monthly fee o Support of software, security, configuration, etc. internal to the virtual machine. Support of this nature is outlined in the additional services described below. o VMHosting can provide monthly maintenance covering updates to the software provided by the operating system vendor. Clients will be charged 15 minutes a month for this basic service. VMHosting offers additional, customized maintenance agreements depending on customer need and will be defined and billed per additional agreements. Additional Services o Systems Administration consulting is available for an additional hourly fee (current university pricing is listed on the VMhosting website Consulting is supplemental to the customer s own IT staff and is not meant as an emergency service. Consulting is subject to the availability of VMHosting staff and may be limited during peak times. o Quotes for specialized services not listed in this document are available upon request. o Support requests will be billed in fifteen- minute increments, with a fifteen- minute minimum for each request. Each ticket that is submitted is considered a billable request, unless we determine that it falls under included services. VMHosting will provide an estimate for any request that may exceed fifteen minutes so the customer can decide whether to proceed. Multiple issues may be combined by the customer into a single request so that only one minimum charge is incurred. Any support ticket marked Urgent by the client will incur a minimum one- hour charge (if it is a billable request).

3 Requests for support outside of business hours will be granted on a case- by- case basis and may incur additional billable time for overtime labor. VMhosting Requirements VMHosting requires every hosted VM to run the latest version of the free VMware Tools as these tools allow VM host systems to more effectively manage and monitor the virtual machines. o VMHosting will install and run the latest version on each machine they configure. o Notification of new versions will be sent out via listserv. Support Issue Categorization and Response VMHosting prioritizes requests according to the following priority- level guidelines. As outlined above customers are not charged when the issue is caused by a problem within the Virtual System, which includes the VM infrastructure, VM Software, and Operating Environment that VMHosting maintains. o Low (Severity 4) 5+ business days (on average) A reported anomaly in the Virtual System environment that does not substantially restrict the use of one or more features of the Virtual System to perform necessary business functions; this is a minor problem and is not significant to operations; or An anomaly that may be easily circumvented or may need to be submitted to VMHosting as an enhancement request. Example: A request to increase disk space. o Medium (Severity 3) 3-4 business days (on average) An Error isolated to the Virtual System that causes only a moderate impact on the use of the service: i.e., moderate system impact, performance/operational impact; A reported defect in the Virtual System that restricts the use of one or more features of the Virtual System to perform necessary business functions, while the defect can be easily circumvented; or An Error that can cause some functional restrictions but does not have a critical or severe impact on operations.

4 Example: The Virtual System occasionally hangs on a device driver during reboot. Retrying the reboot typically corrects the issue. o High (Severity 2) 2-3 business days (on average) An Error isolated to the Virtual System that substantially degrades the performance of the service or materially restricts business; i.e. major system impact, temporary system hanging. A reported defect in the Virtual System, which restricts the use of one or more features of the Virtual System to perform necessary business functions but does not completely restrict the use of the Virtual System; or ability to use the Virtual System, but an important function is not available, and operations are severely impacted. Example: Allocated memory is being consumed by workload. Additional resources required during peak periods. o Urgent (Severity 1) 24 hours (on average) An Error with a direct security impact on the service An Error isolated to the Virtual System production environment that renders the Virtual System inoperative or causes the Virtual System to fail catastrophically; i.e., critical system impact, system down; A reported defect in the production environment, which cannot be reasonably circumvented, in which there is an emergency condition that significantly restricts the use of the product to perform necessary business functions: or Inability to use the product or critical impact on operation requiring an immediate solution. Example: services are not functional, network is not available, and classroom- computing technology is not functioning pending a class.

5 Document and Service Change Protocols Any changes in University policy may require changes to the MOU. VMHosting will notify the customer of any changes to this document. o Upon agreement of the changes, the customer will be required to sign the new version of the MOU. Service change protocol o A customer may end their service and MOU by submitting a support ticket. Services are billed in arrears based on actual usage; charges will be processed thru the end of the month of service termination, inclusive. o Clients will be given one copy of their Virtual Machine prior to termination of services. o Upon termination of services, virtual machine and data will be securely erased in accordance with University policies and procedures. All programs and data that were served will no longer be accessible. Fees All fees listed are current as of the creation of this MOU and follow the approved University fees listed on the VMhosting website Prices are subject to change. Check the website for price changes. Quotes for specialized services are available upon request and prices will be based on the services requested.

CLOUD SERVICE SCHEDULE Newcastle

CLOUD SERVICE SCHEDULE Newcastle CLOUD SERVICE SCHEDULE Newcastle 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule,

More information

ESXi Cluster Services - SLA

ESXi Cluster Services - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and IST Infrastructure Services (IST-IS) to document: The technology services IST-IS provides to the customer The targets

More information

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia 1 DEFINITIONS Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions:

More information

1.1 SERVICE DESCRIPTION

1.1 SERVICE DESCRIPTION ADVANIA OPENCLOUD SERCVICE LEVEL AGREEMENT 1.1 SERVICE DESCRIPTION The service is designed in a way that will minimize Advania s operational involvement. Advania administrates the cloud platform and provides

More information

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management Contents Overview... 1 1.0 MONITORING... 2 2.0 SCHEDULED MAINTENANCE... 2 2.1 Notification... 2 2.2 Regular

More information

ensurcloud Service Level Agreement (SLA)

ensurcloud Service Level Agreement (SLA) ensurcloud Service Level Agreement (SLA) Table of Contents ensurcloud Service Level Agreement 1. Overview... 3 1.1. Definitions and abbreviations... 3 2. Duties and Responsibilities... 5 2.1. Scope and

More information

BTInet Backup-to-Disk Managed Backup Service (EMC Avamar) Service Level Agreement (SLA) Table of Contents

BTInet Backup-to-Disk Managed Backup Service (EMC Avamar) Service Level Agreement (SLA) Table of Contents BTInet Backup-to-Disk Managed Backup Service (EMC Avamar) Service Level Agreement (SLA) Table of Contents 1 GENERAL OVERVIEW... 2 2 SERVICE DESCRIPTION... 2 3 ROLES AND RESPONSIBILITIES... 3 3.1 BTINET

More information

Liquidware Labs Customer Support Policy

Liquidware Labs Customer Support Policy Liquidware Labs Customer Support Policy Version 2.0 Introduction This guide has been authored by experts at Liquidware Labs in order to provide information and guidance concerning Liquidware Labs Customer

More information

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.

More information

Implementing and Managing Windows Server 2008 Hyper-V

Implementing and Managing Windows Server 2008 Hyper-V Course 6422A: Implementing and Managing Windows Server 2008 Hyper-V Length: 3 Days Language(s): English Audience(s): IT Professionals Level: 300 Technology: Windows Server 2008 Type: Course Delivery Method:

More information

ScerIS Support Options

ScerIS Support Options ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone

More information

REDCENTRIC INFRASTRUCTURE AS A SERVICE SERVICE DEFINITION

REDCENTRIC INFRASTRUCTURE AS A SERVICE SERVICE DEFINITION REDCENTRIC INFRASTRUCTURE AS A SERVICE SERVICE DEFINITION SD021 V2.2 Issue Date 01 July 2014 1) OVERVIEW Redcentric s Infrastructure as a Service (IaaS) enables the to consume server, storage and network

More information

Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support

Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support Designed to Guide Customers in How Best to Engage Edify Product Support September, 2006 Contents About Edify Customer Support...1 Customer Support Service Offering...1 Standard Maintenance Program...1

More information

ATTACHMENT J WINDOWS PLATFORM

ATTACHMENT J WINDOWS PLATFORM 1 DESCRIPTION OF SERVICE 1.1 WINDOWS CAPACITY UNIT Provides processing capacity when dedicated server resources are required to support the associated Windows Managed Server service. Capacity Units are

More information

Overview... 2. Customer Login... 2. Main Page... 2. VM Management... 4. Creation... 4 Editing a Virtual Machine... 6

Overview... 2. Customer Login... 2. Main Page... 2. VM Management... 4. Creation... 4 Editing a Virtual Machine... 6 July 2013 Contents Overview... 2 Customer Login... 2 Main Page... 2 VM Management... 4 Creation... 4 Editing a Virtual Machine... 6 Disk Management... 7 Deletion... 7 Power On / Off... 8 Network Management...

More information

City of Hapeville, GA VC3Advantage Work Order

City of Hapeville, GA VC3Advantage Work Order City of Hapeville, GA VC3Advantage Work Order ServiceAdvantage Work Order No. [ VC3INC-1097-62019 ] under the Master Services Agreement, dated. July 1, 2015 Atlanta Columbia Raleigh 1301 Gervais Street,

More information

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE

California Department of Technology, Office of Technology Services WINDOWS SERVER GUIDELINE Table of Contents 1.0 GENERAL... 2 1.1 SUMMARY...2 1.2 REFERENCES...2 1.3 SUBMITTALS...2 1.3.1 General...2 1.3.2 Service Request...3 1.4 EXPECTATIONS...3 1.4.1 OTech...3 1.4.2 Customer...3 1.5 SCHEDULING...4

More information

TELUS Frontline Customer Care Guide

TELUS Frontline Customer Care Guide TELUS Frontline Customer Care Guide January 2010 Table of Contents INTRODUCTION... 3! CONTACTING TELUS... 4! Reporting Technical Service Issues... 4! Repair Ticket Severity Levels and Response Target...

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. PREMIER SUPPORT

More information

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less

SERVICES BRONZE SILVER GOLD PLATINUM. On-Site emergency response time 3 Hours 3 Hours 1-2 Hours 1 Hour or Less SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. SERVICES BRONZE

More information

Systems Support - Standard

Systems Support - Standard 1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets

More information

Tk20 Backup Procedure

Tk20 Backup Procedure Tk20 Backup Procedure 1 TK20 BACKUP PROCEDURE OVERVIEW 3 FEATURES AND ADVANTAGES: 3 TK20 BACKUP PROCEDURE 4 DAILY BACKUP CREATION 4 TRANSFER OF BACKUPS 5 AUDITING PROCESS 5 BACKUP REPOSITORY 5 WRITE TO

More information

Spektrix Service Definition

Spektrix Service Definition Spektrix Service Definition An overview of the G-Cloud Service Spektrix is a cloud-based ticketing and marketing software package provided as Software as a Service. It is designed for arts and entertainment

More information

CUSTOMER GUIDE. Support Services

CUSTOMER GUIDE. Support Services CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6

More information

Customer: Address: Support Contact:

Customer: Address: Support Contact: MaxxVault MaxxDocs Software Subscription and Support Agreement 3340 Veterans Memorial Highway Suite 400 Bohemia, NY 11716 631-446-4800 www.maxxvault.com Customer: Address: Support Contact: Effective Date:

More information

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES

NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein

More information

MS SharePoint Server Backup - User Guide

MS SharePoint Server Backup - User Guide MS SharePoint Server Backup - User Guide TABLE OF CONTENTS Introduction...2 SharePoint Server Backup Features...2 SharePoint Server Restore Features...2 System Requirements...3 SharePoint Server Backup...4

More information

California Department of Technology, Office of Technology Services AIX/LINUX PLATFORM GUIDELINE Issued: 6/27/2013 Tech.Ref No. 04.17.

California Department of Technology, Office of Technology Services AIX/LINUX PLATFORM GUIDELINE Issued: 6/27/2013 Tech.Ref No. 04.17. Table of Contents 1.0 GENERAL... 3 1.1 SUMMARY... 3 1.2 REFERENCES... 3 1.3 SUBMITTALS... 3 1.3.1 General... 3 1.3.2 Service Request Criteria... 4 1.4 EXPECTATIONS... 4 1.4.1 OTech... 4 1.4.2 Customer...

More information

Departmental On-Site Computing Support (DOCS) Server Support SLA

Departmental On-Site Computing Support (DOCS) Server Support SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and Departmental On-site Computing Support (DOCS) to document: The technology services DOCS provides to the campus. The

More information

Client Services Service Level Agreement

Client Services Service Level Agreement RMI Corporation Client Services Service Level Agreement 40 Darling Drive Avon, CT 06001 Phone: 860.677.1005 *Fax: 860.677.2454 RMI Corporation Client Services - Service Level Agreement TABLE OF CONTENTS

More information

MS SQL Server Backup - User Guide

MS SQL Server Backup - User Guide MS SQL Server Backup - User Guide TABLE OF CONTENTS Introduction... 1 Features... 1 System Requirements... 1 MS SQL Server Backup... 2 Accessing SQL Server Backup... 2 MS SQL Server Restore... 6 Accessing

More information

Beam Software User Policies

Beam Software User Policies Beam Software User Policies Table of Contents Technical Support... 1 What Do I Do When I Have a Question or Encounter a Problem?... 2 Incoming Telephone Calls for Critical Issues and Down Systems... 2

More information

EXTENSION Assurance Policy Revised 12/13/2012

EXTENSION Assurance Policy Revised 12/13/2012 Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which

More information

Introduction to Virtualization. Paul A. Strassmann George Mason University October 29, 2008, 7:20 to 10:00 PM

Introduction to Virtualization. Paul A. Strassmann George Mason University October 29, 2008, 7:20 to 10:00 PM Introduction to Virtualization Paul A. Strassmann George Mason University October 29, 2008, 7:20 to 10:00 PM 1 Data Center Transformation 2 Scope of Virtualization Services 3 Virtualization Evolution 4

More information

Ancero Backup & Disaster Recovery (BDR) Service Guide

Ancero Backup & Disaster Recovery (BDR) Service Guide Ancero Backup & Disaster Recovery (BDR) Service Guide Contents Service Overview... 3 Ancero Backup and Disaster Recovery... 3 Hardware Warranty... 3 Warranty Exclusions and Limitations... 3 Extended Hardware

More information

Service Description for Hosted Server

Service Description for Hosted Server Service Overview tolomy has created its Hosted Server environment using VMware ESXi which provides the foundation for building and managing a virtualised IT infrastructure. These market leading, production-proven

More information

Service Level Agreement for Database Hosting Services

Service Level Agreement for Database Hosting Services Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement

More information

Fujitsu Private Cloud Customer Service Description

Fujitsu Private Cloud Customer Service Description Fujitsu Private Cloud Customer Service Description Fujitsu Private Cloud forms part of Fujitsu Hybrid IT portfolio to address the full range of Customers requirements and business needs by providing agility

More information

For FY 2016 the new Desktop Support Program rates will be: Business Class - $481/device Enterprise Class - $721/device

For FY 2016 the new Desktop Support Program rates will be: Business Class - $481/device Enterprise Class - $721/device Division/Department Representative Dear Rep, The Desktop Support Program is announcing changes to our rates for FY 2016. As a Cost Recovery Service we are expected to recover expenses related to the operations

More information

Backing Up the CTERA Portal Using Veeam Backup & Replication. CTERA Portal Datacenter Edition. May 2014 Version 4.0

Backing Up the CTERA Portal Using Veeam Backup & Replication. CTERA Portal Datacenter Edition. May 2014 Version 4.0 Backing Up the CTERA Portal Using Veeam Backup & Replication CTERA Portal Datacenter Edition May 2014 Version 4.0 Copyright 2009-2014 CTERA Networks Ltd. All rights reserved. No part of this document may

More information

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis 1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windows Team to document: The technology services the Enterprise Windows Team provides to the customer The targets

More information

Analytics Reporting Service

Analytics Reporting Service 1. Rate per month $19.00 per user 2. General Overview: The provides the technologies for transforming large quantities of raw data into useable information serving the agency s functions. includes interactive

More information

Server Virtualization and Consolidation

Server Virtualization and Consolidation Server Virtualization and Consolidation An Ideal cost effective solution to maximize your Return on Investment of your organization's hardware infrastructure It is quit evident today that Business owners,

More information

The Service Provider will monitor the VM for the Customer and provide notifications on an opt in basis, which is strongly recommended.

The Service Provider will monitor the VM for the Customer and provide notifications on an opt in basis, which is strongly recommended. Virtual Machine Service Level Agreement 1. Agreement This agreement is to define Virtual Server Collocation services provided to a Customer. Typically, services definitions include hours, availability,

More information

Contents UNIFIED COMPUTING DATA SHEET. Virtual Data Centre Support. www.interoute.com

Contents UNIFIED COMPUTING DATA SHEET. Virtual Data Centre Support. www.interoute.com Contents Scope of this Document... 2 Product Overview... 2 Virtual Data Centre and VDC Dedicated Infrastructure... 2 Service Levels... 3 Severity and Support Response Times... 4 On-boarding... 5 Incident

More information

Schedule 2Z Virtual Servers, Firewalls and Load Balancers

Schedule 2Z Virtual Servers, Firewalls and Load Balancers Schedule 2Z Virtual Servers, Firewalls and Load Balancers Definitions Additional Charges means the charges payable in accordance with this schedule. Customer Contact Centre means Interoute s Incident management

More information

Disaster Recovery Infrastructure

Disaster Recovery Infrastructure Disaster Recovery Infrastructure An Ideal cost effective solution to protect your organizations critical IT infrastructure with business continuity. Organization's IT infrastructure usually evolves with

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

MICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA )

MICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA ) MICROSOFT EXCHANGE HOSTING SERVICE LEVEL AGREEMENT ( SLA ) V1.20 April, 2006 PURPOSE: This purpose of this Service Level Agreement ( SLA ) is to document the level of service provided with the Microsoft

More information

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB)

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) Support Handbook, Inc Support Handbook for Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) 2 Overview This Customer Support Handbook details support services, contact information and best practices

More information

REDCENTRIC MANAGED SERVER SERVICE DEFINITION

REDCENTRIC MANAGED SERVER SERVICE DEFINITION REDCENTRIC MANAGED SERVER SERVICE DEFINITION SD062 V1.4 Issue Date 01 July 2014 1) OVERVIEW The Managed Server service (MSS) provides access to Redcentric s 24x7 support capability, technical skills and

More information

Data Center Colocation - SLA

Data Center Colocation - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between and Data Center Colocation to document: The technology services Data Center Colocation provides to the customer The targets for response

More information

MiServer and MiDatabase. Service Level Expectations. Service Definition

MiServer and MiDatabase. Service Level Expectations. Service Definition MiServer and MiDatabase Service Description Service Definition As part of the NextGen Michigan initiative, Information and Technology Services has engaged in building a private cloud offering to support

More information

Our Server Support. Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015

Our Server Support. Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015 Our Server Support Looking after your servers giving you peace of mind. Document Version 201501. Revision Date Feb 2015 Telephone Sales and Accounts 0161 232 0001 Technical Support 0161 232 0125 Email

More information

Vodafone Private Cloud

Vodafone Private Cloud Vodafone Private Cloud Overview Vodafone Private Cloud is our dedicated public sector cloud service that connects you to your own private IL2/IL3 network and / or core government networks, including the

More information

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement

Sentinel Platform/Managed IT Services Agreement Page 1 of 6. 1. Term of Agreement Page 1 of 6 1. Term of Agreement This Agreement between, herein referred to as Client, and Word of Mouth Computers and Electronics, LLC hereinafter referred to as Service Provider, is effective on the

More information

August 2009. Transforming your Information Infrastructure with IBM s Storage Cloud Solution

August 2009. Transforming your Information Infrastructure with IBM s Storage Cloud Solution August 2009 Transforming your Information Infrastructure with IBM s Storage Cloud Solution Page 2 Table of Contents Executive summary... 3 Introduction... 4 A Story or three for inspiration... 6 Oops,

More information

SERVER VIRTUALIZATION IN MANUFACTURING

SERVER VIRTUALIZATION IN MANUFACTURING SERVER VIRTUALIZATION IN MANUFACTURING White Paper 2 Do s and Don ts for Your Most Critical Manufacturing Systems Abstract While the benefits of server virtualization at the corporate data center are receiving

More information

CTERA Support Policy

CTERA Support Policy CTERA Support Policy May 2015 Version 2.0 2015, CTERA Networks. All rights reserved. Contents Our Commitment to Support ------------------------------------------------------------------------ 2 Terms

More information

Texas Skyward User Group Conference Skyward Server Management Options Jeffery Thompson

Texas Skyward User Group Conference Skyward Server Management Options Jeffery Thompson Texas Skyward User Group Conference Skyward Server Management Options Jeffery Thompson Server Management Options Managed Services Overview Secure Cloud Computing (SCC) Hosted Overview OpenEdge Management

More information

Technical Support User Guide

Technical Support User Guide Technical Support User Guide Lightspeed Systems Technical Support User Guide 1 Table of Contents Welcome... 3 Technical Support Overview... 3 Lightspeed Systems Global Technical Support Program... 3 Hardware

More information

Outline SSS6422 - Microsoft Windows Server 2008 Hyper-V Virtualization

Outline SSS6422 - Microsoft Windows Server 2008 Hyper-V Virtualization Outline SSS6422 - Microsoft Windows Server 2008 Hyper-V Virtualization Duration: Three consecutive Saturdays About this Course This instructor led course teaches students how to implement and manage Windows

More information

VMware Consolidated Backup

VMware Consolidated Backup INFORMATION GUIDE VMware Consolidated Backup Improvements in Version 3.5 Contents Introduction...1 What s New in VMware Infrastructure 3 Version 3.5...2 Improved Storage Support...2 Using Consolidated

More information

Information & Technology. Change Management Policy

Information & Technology. Change Management Policy Makana Information Technology Division Corporate Services Information & Technology Change Management Policy 1 Information & Technology Change Management Policy Table of Contents Approval Table of Contents

More information

Server Virtualization in Manufacturing

Server Virtualization in Manufacturing W H I T E P A P E R Server Virtualization in Manufacturing Do s and Don ts for Business- and Mission-critical Manufacturing Systems Uptime. All the time. 1 Abstract While the benefits of server virtualization

More information

SUPPORT POLICY SUPPORT POLICY

SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.

More information

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month

Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month SERVICE COVERAGE AND FEE SCHEDULE Base Package Fees Monthly Fee Per Server 75/month 295/month 395/month Monthly Fee Per Desktop/Notebook/ 15/month 45/month 55/month Live Desk Services Live Desk Telephone

More information

SENIOR SYSTEMS ANALYST

SENIOR SYSTEMS ANALYST CITY OF MONTEBELLO 109 DEFINITION Under general administrative direction of the City Administrator, provides advanced professional support to departments with very complex computer systems, programs and

More information

Nine Considerations When Choosing a Managed Hosting Provider

Nine Considerations When Choosing a Managed Hosting Provider Nine Considerations When Choosing a Managed Hosting Provider Selecting the right managed hosting provider for your business is a critical part of your success. This white paper provides a roadmap for companies

More information

California Department of Technology, Office of Technology Services MICROSOFT SQL SERVER GUIDELINE

California Department of Technology, Office of Technology Services MICROSOFT SQL SERVER GUIDELINE Table of Contents 1.0 GENERAL... 2 1.1 SUMMARY...2 1.2 REFERENCES...2 1.3 SUBMITTALS...3 1.3.1 General...3 1.3.2 Service Request...3 1.4 EXPECTATIONS...3 1.4.1 OTech...3 1.4.2 Customer...4 1.5 SCHEDULING...4

More information

AGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES GOLD-LEVEL

AGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES GOLD-LEVEL AGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES GOLD-LEVEL The following terms set forth the specifications under which Agilent will provide support and services to customers who are under

More information

Ancero Network Attached Storage (NAS) Service Guide

Ancero Network Attached Storage (NAS) Service Guide Ancero Network Attached Storage (NAS) Service Guide Contents Service Overview... 3 Ancero Network Attached Storage... 3 Hardware Warranty... 3 Warranty Exclusions and Limitations... 3 Extended Hardware

More information

Introduction. Setup of Exchange in a VM. VMware Infrastructure

Introduction. Setup of Exchange in a VM. VMware Infrastructure Introduction VMware Infrastructure is deployed in data centers for deploying mission critical applications. Deployment of Microsoft Exchange is a very important task for the IT staff. Email system is an

More information

Managed Storage Service Level Agreement (SLA)

Managed Storage Service Level Agreement (SLA) Service Level Agreement Page 1 of 8 Managed Storage Service Level Agreement (SLA) Vanderbilt Information Technology Services 1. Parties to the Agreement This service level agreement is valid from the start

More information

iseries Server Cloud Migration Frequently Asked Questions

iseries Server Cloud Migration Frequently Asked Questions iseries Server Cloud Migration Frequently Asked Questions 1. What are the advantages of the iseries cloud-hosted environment? Elimination of LEA s costs associated with power, cooling and floor space Elimination

More information

The Total Economic Impact of Automating Systems Management

The Total Economic Impact of Automating Systems Management The Total Economic Impact of Automating Systems Management Travis Greene Chief Service Management Strategist Agenda The Challenges of Non-Automated Systems Management Steps to Apply Automation Effectively

More information

Oracle Server Backup User Guide

Oracle Server Backup User Guide Oracle Server Backup User Guide TABLE OF CONTENTS Introduction... 2 Oracle Server Backup... 3 Features... 3 Requirements for Oracle server backup... 3 How to enable ARCHIVELOG Mode... 3 System Requirements...

More information

Appendix A. Customer Support Service Level Agreement

Appendix A. Customer Support Service Level Agreement Appendix A Customer Support Service Level Agreement Customer Support Social Solutions provides comprehensive user and system support for all ETO software clients within the client s subscription fees.

More information

Custom Application Support Program Guide Version 3.2.0 March 02, 2015

Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Genesys Custom Application Support Program Guide CASPG100-0215 Genesys Custom Application Support Program Guide Page 2 The information

More information

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE Overview This Customer Support Guide details our support services, contact information, and best practices for contacting support to ensure quick response and issue

More information

Unitrends, Inc. Software and Hardware Support Handbook

Unitrends, Inc. Software and Hardware Support Handbook 1 Unitrends, Inc. Software and Hardware Support Handbook Overview This Customer Support Handbook details support services, contact information and best practices for contacting Unitrends Support to ensure

More information

Server Service Level Agreement

Server Service Level Agreement Server Service Level Agreement Information Technology Services Department: Service Type: Date: 1.0 Introduction: Information Technology Services (ITS) provides technology resources and services for legitimate

More information

EXHIBIT FOR MANAGED SERVICES (2013V3)

EXHIBIT FOR MANAGED SERVICES (2013V3) EXHIBIT FOR MANAGED SERVICES (2013V3) This Exhibit for Managed Services, in addition to the General Terms, the OnDemand Exhibit, and any applicable PDM, applies to any Managed Services offering licensed

More information

Pervasive PSQL Vx Server Licensing

Pervasive PSQL Vx Server Licensing Pervasive PSQL Vx Server Licensing Overview The Pervasive PSQL Vx Server edition is designed for highly virtualized environments with support for enterprise hypervisor features including live application

More information

Voyageur Internet Inc. 323 Edwin Street Winnipeg MB R3B 0Y7 Main: (204) 233-5555 Fax: (204) 975-0554 support@voyageurinternet.ca

Voyageur Internet Inc. 323 Edwin Street Winnipeg MB R3B 0Y7 Main: (204) 233-5555 Fax: (204) 975-0554 support@voyageurinternet.ca 1. Scope of Service Level Agreement (Effective June 1, 2013) 1.1. This Service Level Agreement (SLA) documents the commitment for "Voyageur Internet Corporation." (herein referred to as "Voyageur") to

More information

Customers select from a variety of performance and sizing options to create a tailor made server solution.

Customers select from a variety of performance and sizing options to create a tailor made server solution. Connect Internet Solutions Ltd 4th Floor, New Barratt House, 47 North John Street, Liverpool, L2 6SG Tel: 0151 282 4321 Fax: 0151 282 4322 Email: gcloud@connectinternetsolutions.com Web: www.connectinternetsolutions.com

More information

Introduction to Cloud Computing. Srinath Beldona srinath_beldona@yahoo.com

Introduction to Cloud Computing. Srinath Beldona srinath_beldona@yahoo.com Introduction to Cloud Computing Srinath Beldona srinath_beldona@yahoo.com Agenda Pre-requisites Course objectives What you will learn in this tutorial? Brief history Is cloud computing new? Why cloud computing?

More information

SafeHaven. Support Service Plans

SafeHaven. Support Service Plans SafeHaven Support Service Plans For the most up-to-date version of this document, please forward requests to: support@datagardens.com T: 1-888-893-8045 2012 DataGardens, Inc. All rights reserved. DataGardens

More information

EaseUS Todo Backup PXE Server

EaseUS Todo Backup PXE Server EaseUS Todo Backup PXE Server ----New added in EaseUS Todo Backup 4.6 EaseUS Todo Backup 4.6 adds PXE Server in Todo Backup Server, Todo Backup Advanced Server and Todo Backup Technician. EaseUS Todo Backup

More information

IBM Web Server as a Service

IBM Web Server as a Service IBM Web Server as a Service Service Definition IBM G-Cloud Web Server as a Service 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business Services and provides a Web Server

More information

AnceroAir Mobile Device Management (MDM) Service Guide

AnceroAir Mobile Device Management (MDM) Service Guide AnceroAir Mobile Device Management (MDM) Service Guide Contents Service Overview... 3 Core Mobile Device Management... 3 Mobility Management Bundle... 3 Secure Productivity Suite... 4 TouchDown (with Exchange

More information

Unlimited Server 24/7/365 Support

Unlimited Server 24/7/365 Support Unlimited Server 24/7/365 Support Unlimited Server Support from System Architects covers your Windows servers, Linux servers and virtual machines. Your servers are monitored and managed 24 hours a day,

More information

Symmetry Networks. Corporate Managed Services Schedule

Symmetry Networks. Corporate Managed Services Schedule Symmetry Networks Corporate Managed Services Schedule A Managed Services Solution version 1.0 January 2015 This Service Schedule forms part of the Agreement between Us (Symmetry Networks Pty Ltd) and You

More information

HOSTING SERVICE DESCRIPTION

HOSTING SERVICE DESCRIPTION SERVICE DESCRIPTION The Managed Hosting service from Interoute provides the Customer with a customised hosting solution for business applications, located within one of Interoute secure data centres. As

More information

PROMAPP TECHNICAL INFORMATION

PROMAPP TECHNICAL INFORMATION Promapp Software Architecture Promapp is designed in accordance with Microsoft best practices, developed with the Microsoft.net framework and uses a Microsoft SQL database. The software architecture is

More information

ADOBE PSLT - ADOBE EXPERIENCE MANAGER: MANAGED SERVICES BASIC (2015V2.1)

ADOBE PSLT - ADOBE EXPERIENCE MANAGER: MANAGED SERVICES BASIC (2015V2.1) 1. Development Consultant. Any Development Consultant(s) appointed by Customer under this PSLT work expressly and exclusively at Customer s direction and Customer is responsible for any acts or omissions

More information

Enterprise Management Service

Enterprise Management Service Enterprise Management Service To assist you through the management of PowerSchool, the Pearson Technical Solutions Group ( TSG ) offers an Enterprise Management Service (EMS) agreement. The Enterprise

More information

CLOUD SERVICE SCHEDULE

CLOUD SERVICE SCHEDULE CLOUD SERVICE SCHEDULE 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule, unless

More information

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding Table of Contents -I. Summary -II. Service Description-Scope of OnBase Document Imaging and Workflow Service Integration

More information