NetDiverse, LLC Managed Internal Broadband Service (MIBS) Service Level Agreement

Transcription

1 NetDiverse, LLC Managed Internal Broadband Service (MIBS) Service Level Agreement Service Description: Managed Internal Broadband Service ( MIB Service, MIBS, Managed WiFi, Managed WiFi/LAN, Network as a Service, and or NaaS) is a service that provides E Rate eligible internal broadband components, customized implementation, engineering, design, management, and oversight solutions for Customer s internal broadband connectivity. MIB Service is a customized solution for Customers using the Service Components listed on a Service Component Worksheet attached to a MIB Service Order or MIB Service Change Order (Order). The Service Component Worksheet shall include the Value of Service Components in terms of either Service Components per Coverage Unit OR more likely Coverage Units per Service Component. Example: 4.65 students per UAP AC Service Component (802.11ac 3x3 MIMO) The Status of the Service Components on the Service Component Worksheet indicate whether the designed MIB Service Components may be eliminated, delayed, or replaced with other Service Components, dependent on necessary design adjustments required to best meet the Service Goals as stated in a MIB Service Order. (See Service Component Adjustments Until Service Start Approved below) These Service Components are designed by NetDiverse and approved by Customer to reasonably meet a Service Goal within Total Price as defined on the Order. Pricing for NetDiverse MIB Service is based on a Price in US Dollars per Coverage Unit on an Up Front and Monthly basis. Coverage Units are the units covered by the MIB Service: students for schools and square footage for libraries and other entities. Example Pricing: Up Front Price = $90/student Monthly Price = $1.25/student Service Component Adjustments Until Service Start Approved Service Components listed on the Service Component Worksheet with a Status of Designed or Initially Approved may be exchanged, based on Value for other Service Components listed on the NetDiverse MIBS Available Service Components List available upon request. To remain in compliance with E Rate rules, these exchanges may occur if they do not alter the Service Goal or price/budget as outlined on the MIBS Service Order and all Service Components must be E Rate eligible. Customer may also eliminate or delay implementation of a Service Component from the Service Component Worksheet as long as it s status is Designed or Initially Approved and does not alter the Service Goal of the outlined MIBS 1

2 Service Order. Once the Status of an item on the Service Component Worksheet is Service Start Approved, then NetDiverse may invoice Customer for the Up Front portion of the Service. Upon receipt of the Customer s Up Front Payment for a Service Start Approved Service Component, NetDiverse is committed to provide these Service Component(s) through the end of the Service Term and Customer is committed to paying for all up front payments and monthly fees for the Coverage Units related to these Service Components. If Customer chooses to use E Rate Service Provider Invoicing (SPI), then NetDiverse will invoice Customer for their portion of the service and will invoice the FCC/USAC at the time service begins pursuant to FCC/USAC rules and procedures. Ownership of Hardware and other Physical Components: Customer will own the equipment upon Full Up Front Payment (by Customer and FCC/USAC) and upon Delivery of any hardware, equipment, or other physical components when the Service Component Worksheet description includes the words includes equipment purchase. However, these components are immediately considered collateral if Customer fails to perform in paying monthly fees for the related Coverage Units. As clarification, Customer will not own loaned equipment for the purpose of site surveys, remote assistance, or management tools not specifically identified as included as a purchased item. Silver, Gold, and Platinum Management Levels: General Service Categories: Silver Management: Hardware Service Components plus basic management and support Does not include on site repair activities. Includes initial configuration of Service Components. Customer may physically install hardware, or NetDiverse may install hardware as a separate Service Component. Gold Management: Hardware Service Components plus advanced management and support Does not include on site repair activities. Includes initial AND ongoing reasonable configuration management of Service Components. Customer may physically install hardware, or NetDiverse may install hardware as a separate Service Component. Platinum Management: Hardware Service Components plus advanced management and support Includes on site repair activities. Includes initial AND ongoing reasonable configuration management. NetDiverse Installation or Certification of related Service Components is required. 2

3 Detailed Service Management Category Information: Managed Internal Broadband Service Silver Management: Silver Management Service Components will include hardware, equipment, and other components necessary to provide maximized internal broadband connectivity for the contracted Coverage Units in a School or Library. Silver Management Service Components also include basic monitoring and notification of service faults using ICMP and basic remote installation assistance. Silver Management includes coordination assistance for any Manufacturer Repair of Service Component device defects. Silver Management includes Customer access to available knowledgebase information of Company and applicable manufacturer knowledgebase information. All on site labor and miscellaneous materials required for repair/maintenance are the responsibility of Customer. On site labor and miscellaneous materials required for installation of Service Components are the responsibility of Customer unless the applicable Installation Service Component is included in the MIB Service. Silver Management typically requires Customer to have a knowledgeable network individual(s) willing and able to perform installation, repair, maintenance and all on site activities for a successful implementation and continued service. Additional Customer Responsibilities for Silver Management : Customer is responsible for trouble isolation, diagnostics repair and maintenance technician dispatch of Service Components and associated attached devices (e.g. cabling, servers, non managed switches, firewalls, and personal computers, tablets, telephones, etc...) Customer is responsible for the management of all equipment connected to Service Component devices that are out of the scope of the MIB Service. Customer is responsible for making and managing changes to their internal broadband network and any routine maintenance of MIB Service. Customer must provide any information to Company necessary so monitoring and notification may be provided. Managed Internal Broadband Service Gold Management: Gold Management includes all support services included in Silver Management plus the following: SNMP monitoring for notification and monitoring of applicable Service Component devices. Up to 5 weekly SNMP reports Automatic Trouble Ticketing for SNMP Critical Events and for unreachable Service Component devices 3

4 24 hours a day, 7 days a week, 365 days a year (24x7x365) Trouble Ticketing and Technical Support for all Service Components Remote technicians in the Company s repair center to provide Technical Support and repair guidance to on site personnel. Remote technicians may also provide reasonable configuration changes of Service Components M F between the hours of 8 5 local time (may require remote encrypted access such as VPN to Service Component devices) Gold Management does not include on site maintenance and repair, but can include dispatch to authorized on site technicians designated and paid for by Customer separately from E Rate Funded MIB Service. Gold Management typically requires Customer to have an individual on site with reasonable technical skills or individuals that can be Company s on site eyes and hands for repair activities such as rebooting devices, replacing Wireless Access Points, replacing Ethernet switches, and other maintenance items. Additional Customer Responsibilities for Gold Management : Customer and Company will work together to ensure the SNMP read access community strings and remote loging access for all managed Equipment is provided to Company. Customer and Company will work together to perform trouble isolation, diagnostics and repair/maintenance. Customer and Customer s personnel must be able to use a telephone, video conference, text, , or the ticketing system to communicate with Company s remote repair team. Customer is responsible for any on site labor. Company dispatch of technicians to the site will result in additional charges directly to Customer and not using the E Rate systems or processes. Managed Internal Broadband Service Platinum Management: Platinum Management is available in certain markets only. Platinum Management includes everything in Gold and Silver Management plus: On Site Repair if the Service Component installed is listed on the Service Component Worksheet as Platinum Up to 10 weekly SNMP reports and 2 daily SNMP reports sent to an of Customer choosing. Applicable to all Service Management Levels: 4

5 Customer will provide technical support to any end users and devices that connect to the Managed Internal Broadband Services network. Customer will provide a single point of contact or reasonable contact list of authorized individuals able to open tickets and request appropriate configuration changes with NetDiverse. Monitoring : Company provides proactive monitoring of all MIBS Service Components that can be reasonably monitored with ping 24x7x365. Service Components that include individual items such as Racks, Cabling, and UPS systems without SNMP cards cannot be monitored. Company will use the internet control message protocol (ICMP commonly called a ping ) to periodically poll the applicable Service Component devices to determine if the device is operational. Notification : Company provides basic fault management notification for MIBS Service Components. Company s network operation center (NOC) will create a trouble ticket and attempt to notify Customer s designated point of contact via within 1 hour of a Service Component failure. Upon the creation of a trouble ticket, the NOC will begin remote troubleshooting the circuit until the problem has been verified as fixed and the ticket will then be closed. For trouble due to causes other than Company provided Service Components, we will inform the Customer of the fault and close the ticket. Wireless LAN Analysis Reporting Portal : MIB Service Wireless Access Point Related Service Components may utilize a separate portal for detailed reporting and real time analysis. This portal may be used by Company for troubleshooting and may be used by Customer at their convenience 24x7x365. This web portal provides a secure, scalable, consolidated view of WLAN network information 24x7x365. This web access portal also provides Customer with the ability to make changes to SSIDs, passwords, WLAN Groups, VLANs, HotSpot Settings, etc on their MIB Service Wireless Access Point Service Components. The same or similar portals may also be made available, dependant on the capabilities of MIB Service Components, for items such as Ethernet Switching Service, Firewall Service, or Router Service. 5