MHA Service Level Agreement for Managed Lync

Transcription

1 MHA Service Level Agreement for Managed Lync 2014 Managed Hosted Applications Limited. In Commercial Confidence October 2014

2 CONTENTS Product Specific Notes... 2 Managed Lync Hosted Lync + Voice Services... 2 Managed Control Panel... 3 Policy Recommendations... 4 Access Policy... 4 Password Policy... 4 Telephony Policy... 5 Internet Access Policy... 5 Bandwidth and Mobile Data Policy... 5 MHA Service Level Summary... 5 PRODUCT SPECIFIC NOTES MANAGED LYNC HOSTED LYNC + VOICE SERVICES Connectivity MHA do not guarantee the user experience of the Managed Lync platform unless MHA supply private connectivity between the parties using the service. Although many users enjoy the benefits of Managed Communicator/Lync from home access and on shared internet broadband services like ADSL within their Desktop, MHA can only guarantee the integrity of telephone conversations when the product is running over private connectivity supplied by MHA. MHA work with our voice partners to switch telephone calls to and from the PSTN (Public telephone network). MHA endeavour to ensure that calls passed to and from the PSTN are done so with minimal delay and at the highest call quality available. Call s that are made off network (to another telephone provider national or international) cannot be guaranteed. MHA are not responsible for the bandwidth that the end user consumes or requires while using the Managed Communicator/Lync product. MHA will advise of typical bandwidth requirements based on standard business activity and past experience. MHA are not responsible for any data charges incurred by the customer on their mobile devices while using the Managed Communicator/Lync product. This includes any roaming data charges for customers working offshore from NZ. MHA recommends customers discuss any data plans and charges with their mobile phone provider prior to travelling. MHA are not responsible charges related to a customer s failure to terminate/hang up the call. Costs for telephone calls are non-negotiable. The customer agrees that MHA will charge for phone calls as per the current available MHA call rate sheet Managed Hosted Applications Limited. In Commercial Confidence P a g e 2

3 MHA reserve the right to suspend outbound call services if there is any issue with a customer s account until the account is brought up to date. The customer is entirely responsible for the call usage of their staff and the call charges that are incurred using MHA Communicator services. MHA strongly recommend that computers connected to the network that use Communicator/Lync to make calls are connected via an Ethernet Cable as opposed to a Wireless Connection. Wireless Connections are subject to interference and prone to dropping for short periods of time, interfering with call quality. MHA cannot be responsible for call quality from a PC that is connected to the network wirelessly. MHA recommend the PolyCom CX or VVX range of handsets or a Certified Lync headset that is connected to a PC via a cable. Cordless or Bluetooth headsets can be prone to interference and call drop out. Please do not print any training material until the Final Project sign off has been completed and it is Business as usual. MHA will not be held responsible for any costs incurred by printing of incorrect marketing information. Whilst MHA will use all reasonable endeavors to ensure that we provide your Managed Lync service at all times, due to the nature of the internet, at times our ability to do so maybe affected by matters outside of our control including, but not limited to, reduced connection speed, damaged cabling or equipment, viruses or malware, internet outages and power failures. Managed Lync service can support access to emergency call services (111 or other emergency service telephone numbers) but Managed Lync service WILL NOT BE AVAILABLE in the event of a power failure, interruption to your broadband service connection or MHA infrastructure outage or maintenance and you will not be able to call emergency services if these occur. For this reason, we recommend you maintain a mobile phone service and keep a charged mobile phone at your premises to make and receive calls and to ensure that you have on-going access to 111 and other emergency call services in the event of a broadband / power outage or MHA outage/maintenance. MHA take no responsibility and are not liable for any loss or damage you suffer (howsoever caused) or for any costs, expenses or charges you incur arising from any inability to access emergency call services using Managed Lync service. Please be aware that Location based services are not supported by Managed Lync MANAGED CONTROL PANEL MHA provide a control panel (Cortex) that allows MHA technical staff, as well as the customer to control and provision hosted services for the customer. In many instances, MHA provide the customer access to the control panel as a way of conveniently controlling staff movements in the business. The customer acknowledges that ALL changes made in the control that incur costs (such as setting up new users, turning on new services) are acknowledged and recorded by the customer for reconciliation at billing time. By signing in to the control panel, the customer fully acknowledges that they will accept the charges of any new services or additions that they add to their users or company account Managed Hosted Applications Limited. In Commercial Confidence P a g e 3

4 Changes made in the control panel take effect immediately. The customer understands that these changes happen within a 1-10 minute period from implementing the request. MHA deliberately have removed ability for any service to be deleted to cater for any accidental deletion of services or data. Any requests for a user or service to be removed should be directed to [email protected] The customer acknowledges that by signing in and using the control panel, they understand its workings and the control they have with the system. Any mistakes made by the customer that need to be rectified by MHA technical support staff will be chargeable. POLICY RECOMMENDATIONS MHA provide products and services that you can integrate into your entire IT Strategy. MHA recommend that you work with your HR department and Managers/Directors to ensure that the MHA products are used productively, legally and aligned with your other web and communication policies. ACCESS POLICY MHA recommend that you cover the terms of access to your business systems clearly within your individual employee contracts and / or company policies. Please ensure that you have clearly stated in your employee contracts or policies that you may, if required, have access to employee logins and information if you intend to request MHA provide access between users in the system. You will want to closely align this to the privacy section of your employee contract or company policies. MHA have the right to refuse configuring access until we have been provided written instruction by the CEO/GM or Director of the business. MHA will not be held responsible for any misuse of the Managed Desktop system. When you have staff leave, we recommend that you immediately disable the user via your control panel or contact MHA to do so. PASSWORD POLICY MHA authentication systems automatically prompt you to change your password every 40 days. MHA strongly recommend you keep your password private. Remember, your username and password is your key into the system for all MHA products. MHA provide a control panel where a customer s IT administrator can access user accounts to disable and change passwords should you feel there is any type of security breach. If you are unfamiliar with the control panel, please ask MHA support staff to ensure you are up and running with this tool. It is the complete responsibility of the customer and their employees to protect their system passwords and access to the system at all times. Neither the customer nor their employees should share their passwords. MHA have no liability for any security breach arising from the customer s or their employees failure to keep passwords secure Managed Hosted Applications Limited. In Commercial Confidence P a g e 4

5 TELEPHONY POLICY Products like Managed Communicator free your employees to work where and when they want. It is the customer s responsibility to implement policies around who has access to the system and when. The nature of MHA s telephony products allows the ability for employees to make calls to anywhere in the world. The Call Forward feature in Managed Communicator allows the employee to set a mobile or other number to forward incoming calls to. It is the customer s responsibility to understand the call charges that can be incurred by employees and put in place suitable policies to ensure the call charges are within the customer s expected budget. At this time, telephone calls are not recorded. Users can run their own desktop software to record conversations that take place through Managed Communicator. MHA is in no way responsible for any recordings made by end users with third party software. INTERNET ACCESS POLICY Different companies have different approaches to blocking web content to employees. While Social Networking sites have their merits in business, MHA are in no way affiliated with these websites and are not responsible for any issues arising from their misuse. MHA encourages its customers to put in place strict internet access policies and can facilitate any necessary environment lock-downs on request. BANDWIDTH AND MOBILE DATA POLICY MHA is not responsible or liable for the amount of internet bandwidth that the customer or its employees use while accessing MHA systems. Please ensure that your methods of connection to the internet are sufficient and that all users are familiar with how to connect and what it means to connect from different hardware types. MHA will not be held responsible for costs incurred from improper use. (i.e. overseas roaming charges from personal iphone etc.) MHA SERVICE LEVEL SUMMARY MHA is an honest, ethical and approachable company. If the customer is dissatisfied with MHA s performance to deliver its core hosted application product set, the customer must make every endeavour to discuss the service level issue with their account manager at their earliest convenience. If MHA attempt to contact the customer in regards to a service level issue to organise to meet or discuss the problem, the customer must make themselves available to work through the issues with MHA. MHA are not responsible for performance issues with the service accessed by inadequate customer hardware or third party network services. MHA have the right to recommend up to date hardware or network services that can be monitored to ensure they are performing to an adequate standard to access the hosted applications Managed Hosted Applications Limited. In Commercial Confidence P a g e 5