Hosting and Cloud Services Customer Service Level Agreement (SLA) Welcome to the Clustered Cloud Hosted Services Community. We are happy to have you aboard and look forward to assisting you with all your technical needs. This document serves as an outline for our services along with Advanced Service Options. Our goal is to interface with your company on what ever level you require. We can be your sole source for Technical Support, work with your internal Support Staff or simply be there if or when you need us. There are several services that are included with your Hosting Agreement and this document should supply you with a good understanding of what those services will include along with Extended Service Options that are available for discounted rates. There will always be grey areas where technical issues may not be clear as to whom the responsibility for coverage is clear. In this case the benefit of doubt will go to the customer and no charges will be incurred. We will make every attempt to have this be clear before any advance support options are exercised. Let us begin by defining what Service Responsibilities are covered with the Clustered Cloud Service Level Agreement (SLA). Unless otherwise specified in writing with a signed document these services will be provided with the Default Managed Server Hosting or Cloud Services Agreement. Applications Covered: Windows Server Operating System Operating System Service Packs and Security Updates Microsoft Office Default Application Operation (Word, Excel, Outlook) Includes Office Updates, Service Packs and Security Updates Does not include: Outlook or Email Setup, Operation and Customization Outlook PST files are not covered for Support (Customer is responsible for PST backups and Maintenance. However, the Network will backup archived PST files to a central backup) Mail Merging or Interface with other applications Does not include support for POP email service or any 3 rd Party Email Plugins Exchange Server Hosted Mail Services (Only valid for Hosted Exchange Clients) MS SQL Server Operation and Maintenance Included but not 3 rd party integration or Databases Any Operational Software Provided with Server Operating Parameters, including but not limited to the following applications: (*Limited to Vendor Documented support issues) Veritas Backup Exec Disc Keeper Acronis Imaging Solarwinds Orion Network Monitor Adobe Reader No 3 rd Party Application Support is included with the Default Server Hosting Agreement. Support may be provided for 3 rd party applications at discounted services rates. Please ask for a quote if not provided.
*Hardware Support for servers supplied as part of the Hosted Services are fully covered. Additional Software Installations not included or covered under General Hosting SLA If the client is on a shared server they would need to be quoted for a dedicated server so this would go to sales. If you are unsure of the server platform please check with the Data-Center support team. If the client is on a dedicated server, which can still be on the Shared Hosting Platform, then we can install software as the client requests provided: The client provides all the licensing and software download link or CD Client maintains active support agreement with the software provider Client understands that Datatech will provide support for the software within the guidelines of the support agreement maintained by the client to the vendor but this is NOT included under the General Hosting SLA and will be billed at $95 per hour. The fee for installing of our standard remote support at $95 per hour. Please provide a Quote to the client first. The Data-Center Support team may provide some information on where files should stored and who is Qualified to do the install which can usually be done by the overnight shift. The client may require special directory and security settings which is also billed at $95 per hour. Typically there is a 2 hour minimum for Software installations because of the settings and basic testing after the install. As a reminder, follow up support of these applications falls under the 3 rd Party Software support section and is billable. The current rate for Remote Data-Center Support is $95 per hour. It is best to include this section in your Quote for software installation and support. By signing the Quote the customer agrees to these stipulations and guidelines. If there are any questions by the support staff or client please reference the Sales Representative and Support Technician assigned in the Scorpion CRM system.
User Account Maintenance Service Definitions: Included with no additional fees: New User Setup New User Desktop Basic Setup (Includes Outlook when the client is paying for Datatech Hosted Exchange Services. POP or any other email settings and support are billable services) Password Changes Account Disable or Deletion (Disabled Accounts are still subject to per user billing) Email Forwarding (Email accounts retained and not deleted are subject to license billing) Security Group Maintenance Printer Support on the Server (Premise based Printer and Router Support are billable services) Services Not Included with Base Hosting Service Level Agreement: Moving emails from one email box to another. For example if a New User is replacing an old or existing user and the client requests that we actually move the email for the old mailbox to the new one, that would be billable. However simply pointing the old user email to the new user email box is complimentary. Name Changes are a billable service because it requires quite a lot of work. Unless it was our mistake on input error, if a client wishes to change the username, we have to charge for that service. This may occur if someone gets married for example. Setting up printer at client location or installing drivers for the client on a remote workstation is a billable service. (Unless this is covered by an additional agreement such as Versa Live) Shared Hosting Clients that do not use Datatech Exchange Mail services are charged if they need assistance with Outlook Email Setup. Assistance with cleints local router is Not covered under the general Hosting SLA. If a client gets a new printer and needs assistance setting up the printer or the router to allow IP printing, this is a billable service to the client and needs to be quoted and approved prior to services being provided. Application Level Support Shared Hosting Clients application support is limited to Operating System Support and Maintenance and Microsoft Office Products Operation and Maintenance. The Non-Billable support is limited to the proper operation of these items. So if a client requires assistance with a How To.. situation that would be considered a billable service. In particular, Outlook support is limited based on the type of email service the client has. If a client uses Outlook and does not utilize Datatech Hosted Exchange Email Services then there is no included support at all for that client and all services are considered billable. (Support for Client created PST files is billable and not included) If a client uses Outlook with our Exchange services, then Non-Billable support is included but limited to ensuring the proper operation of Outlook and Exchange. Client support for.pst files is not covered under either scenario and.pst file support is billable to the client.
3 rd Party Application, Plugins or Interfaces Support is NOT included Any Integration support for Microsoft Products including Outlook is a billable service. Of course any 3 rd Party software support and/or maintenance is also billable. Shared Hosting Clients receive complimentary data backup and restore services. (Limited to 3 instances per month) Clients with Dedicated Servers or Private Hosting or Private Cloud agreements may not be covered under this so Account Maintenance may be billable. Please check the client profile for information on Service Level Agreements that may give the client coverage. Client Provided Hardware and Software Customer Supplied Servers and or Devices are subject to additional support charges. Support for Remote Customer issues is not covered under the Hosted Services Agreement and is subject to our Discounted Hosted Customer Support of $95 per incident / per hour. (Any customer failing to pay for billable services with 15 days is subject to a mandatory Pre-Paid Service Agreement with a minimum of 5 hours. No discount given under these circumstances.) Customer Devices such as PDA s, Handheld Devices, Phone, Scanner or copier integration is not covered under the default agreement. Initial Remote or IP Printer setup is covered under the Hosting Agreement however, future printer changes, additions or troubleshooting is subject to additional charges. Including changes needed for client premise routers and firewalls. Data-Tech will make every attempt to avoid billing the customer for support. We have posted extensive information on our support site at http://www.datatechhosting.com to assist you in solving common technical issues. Data-Tech does offer discounted services, managed IT services and All Inclusive Premise based service plans for a complete Fixed Cost IT Management Plan. The next page defines our currently available service plans. Please contact our Hosting and Cloud Services Sales Team for the latest programs and plans that are available.
Advanced Technical Support Service Agreement Options: Data-Tech offers Several Advanced Support Agreements. Re-Active Pre-Paid hourly based support agreement. Block of discounted hours. Pro-Active blanket support agreement paid monthly. Predictive Managed Services Plans To reduce the need for extended client support Data-Tech has Best Practices we recommend to the clients. Hosting Customers Best Practices 1. Don t load any applications you don t have too. 2. Try not to run more than a single instance of any application 3. #2 is especially true with Microsoft Applications as they are very resource intensive 4. Never run more than on session of Outlook. Although it will allow you to launch multiple instances it can also corrupt data. - Do not open strange emails - Do not open.exe,.bat,.asp attachments - Do not open ANY strange or unfamiliar attachments - Do not open ANY attachments from people you don t know. Delete these immediately - Clean your Deleted Items and Sent Items folders regularly - Periodically Delete items you don t need, especially ones with attachments - Do not save attachments that are pictures, jokes or images of any kind unless you have to. 5. Do not launch more than 2 Internet Explorer instances. - Avoid advertising sites and Internet Stores - If at any time you are asked to install or download anything press no or cancel - If you do accidentally download something, let your administrator know immediately - Avoid free Online Messengers and Chat sessions. They are a big security risk 6. A connection to the client local drive may exist in order to upload or download files. However this process can put a strain on internet and slow the system. So file transfer should be kept to minimum. Accessing files on the local system drive directly from the Hosted or Cloud Desktop is prohibited as it has a negative impact on the server performance and user experience. 7. Check the Knowledge Base on http://www.datatechhosting.com
Clean up local workstations Verify you have quality Virus and Malware Protection. (Data-Tech has Virus Protection for low as $5.00 per PC / per Month with our Managed IT and Security Services). ** Support provided that results from a Virus on a premise based device is not covered under the default Hosting Service Level Agreement Remove any old or unneeded printers from the local workstations Download and install updated printer drivers from the Vendors website If using IP printing, you don t need to install a local printer for that printer. It will be available from the server. Verify your network structure. Data-Tech has an Infrastructure Upgrade Kit if you need some assistance with that. (HIPPA Compliant Router, Managed Network Switch, Appropriate Power Protection). Make sure Ping is enabled on your internet router. You can lock it down to our IP scheme for security. Verify the correct Time, Date and Time Zone on all workstations. To Assist our Remote Support Team: Name your workstations with scheme so they can be tracked for troubleshooting. Short but descriptive names work best. Download all available security updates for you Operating System. Remove any un-needed software from the local workstations to optimize performance. Verify the Internet Performance Test from Multiple Workstations not just one. This will ensure proper network performance. Verify your Internet Speed from your provider and have them do a Line Check just to be safe. Notify us in advance of any special access needs or software you will be using. Failure to notify in advance may result in additional installation cost. The following section is a list of common support scenarios created to provide the client with a clearer understanding of what is supported under the default hosting agreement.
Is this covered under my default Hosting Agreement? Data-Tech will always attempt to answer this question in advance. However, sometimes we simply don t know. So here are some real live scenario s that will help you understand what kinds of services are covered and what may be subject to additional charges. Scenario 1: I can t print The most common issue with hosting is printing. Printing is one of most complicated items to troubleshoot. Basically, if the problem resides on the server side the support for fixing the problem is covered under your hosting agreement. If the problem is on the client side then you may be subject to additional cost. If a technician has to walk you through restarting your computer or printer and the problem is fixed then there are no additional charges. However, if the technician has to help you download an updated printer driver, setup a new printer, or walk you through troubleshooting a local network problem that service will most likely be subject to additional cost. (Local client Router Support is a billable service) Scenario 2: I am at home or traveling and I can t connect to the server You are at your hotel room and can t connect to the server. A support technician verifies that you do not have a local internet connection. No additional charges. However, if the technician walks you through setting up a wireless connection to the Hotels network to connect then this service would be billable. However, if you call and you have just purchased a new computer or new laptop then assistance getting this connected is subject to additional cost. ** Unless this equipment is purchased from Data-Tech or covered under our Managed Services or IT Security Services Program. Any applications installed on equipment that disrupt connections to the server are subject to additional billing for repairs, service or support. Scenario 4: I am having a problem with Microsoft Application A user calls and can not open MS Word. A support technician is able to reset the program and fix the problem. This is fully covered under the hosting agreement. A user calls and is having trouble creating a Merge Document in Word. This is not covered under the default hosting agreement. Application training or How to is not included with your Hosting SLA. A user can not view a certain type of document in Internet Explorer because a Microsoft Supported Plug-in is not installed. A support technician will install the necessary files at no cost to the client.
Scenario 5: Custom Applications installed for a customer The installation of Business Applications on the servers is supported in most cases. However, technical support and operation of that application is not covered under the default hosting agreement and this is a billable service. In addition, depending on the application Data-Tech may not be able to provide any support for the application if the client does not maintain a support agreement with the application provider. Data-Tech will provide billable support for applications but not the database of that application. Data for a 3 rd party application is sensitive and Data-Tech will defer support for the data part of applications to the provider covered under the Support Agreement the client has with the application provider. If the client signs a quoted waiver of responsibility, Data-Tech will provide support in cooperation with the application provider for Server Side work that needs to be done. Scenario 6: Crisis situation for a customer If a customer is experiencing a crisis situation such as bad weather, power outage or any problem that causes them to be displaced from the work place, there will be no charges, cost or additional billing to the client in assisting them with alternate access to the network. Data-Tech may also be able to provide loaner emergency equipment to clients at no extra charge pending availability. Scenario 7: New equipment purchased If Data-Tech installs new equipment that hinders or prevents the client from connecting to the server. The support necessary to get the client reconnected is covered under the hosting agreement and is not subject to additional cost. Including but not limited to work provided by a remote support technician to affect changes on the clients local network. If the client purchases new equipment that causes existing equipment not to connect or print, then support for this situation is subject to additional billing. ** Information is always given at no cost. Most support information by Data-Tech is located on our support site. http://www.datatechhosting.com Scenario 8: How to handle an irate/upset customer In the event a customer becomes irate, upset, impatient or frustrated, it is our job to try to ease the mind of the customer and ensure them through positive reinforcement, along with a confident tone, that we are here to help and to resolve the issue/s at hand. Your demeanor, in most cases will help the customer to calm down and gain confidence in your ability to handle the situation and issue/s. Should you find that the customer is getting more frustrated and irate, it may be time to escalate the call to a manager. To do so, ask the customer if they would like to speak to a manager. You should then contact your direct supervisor and brief them on the situation at hand so they will have some knowledge and expectation of what they are about to embark on. You may then transfer the customer to your supervisor.
Example of billable email support: customer having trouble making local Outlook client function properly. However the customer can send and receive email from the Web Interface. This would be a billable support service at $95 per hour. Any issues related to the client are a billable service. (Archiving, New Installs, Virus, Operating System Issues, New Client Setup Support) Versa Managed Service Flavors and Options What is covered and what is billable for client under each individual contract flavor Versa Guard All Support calls are billable Versa Live All Remote support calls are covered unless It concerns 3 rd party Applications or training all Onsite support calls are billable at VIP Contract Discounted Rate of $95.00 per hour Versa Elite is our Premier Contract All remote and on-site service and maint. Calls are covered under the clients monthly contract fee. Projects and 3 rd party Applications are billed at discounted VIP contract Rate of $95.00 per hour Versa Guard Program includes: Network Monitoring and Maintenance Features Availability monitoring Performance and Predictive Failure Monitoring Server OS Patch Maintenance Guardian Intrusion Prevention Appliance Benefits Reduced mean time to resolution Save money on costly downtime Priority call over non-contractual customers Lower hourly rate on break/fix Versa Guard is our 2 nd level managed service contract. This allows the customers to actually use out Managed services software and get the monitoring and Alerts and standard software tools. Versa Guard configured to Automate Virus Protection and updates Needed patches security updates Manage optimization of workstations and servers Any support call is billable at our normal rate for that client. 95% of the time $125.00 per hour standard rate. Onsite- or Remote is billable. Please quote client for expected time to complete Diagnosis and or Repair. Prior to doing any work.
Versa Live Program includes: Monitoring, Maintenance & Service Features Availability monitoring Performance and Predictive Failure Monitoring Server OS Patch Maintenance Remote Service and Help Desk Support (Except 3 rd party applications or Projects) Immediate remediation with (SLA) Benefits Reduced mean time to resolution Save money on costly downtime Priority call over non-contractual customers Lower hourly rate on break/fix All benefits of the Versa Support Program $95.00 per hour Even faster time to resolution due to immediate remediation effort Versa Live includes All remote support for clients and vendor relationship management, however is it is a 3 rd party application issue that needs to be managed by Data-Tech Representative, that would be billable, that is not part of standard remote support All on-site support needs to be quotes at Discounted VIP rate. $95.00 per hour Versa Elite Program includes: Monitoring, Maintenance, Service & Support Features Availability monitoring Performance and Predictive Failure Monitoring Server OS Patch Maintenance Remote & Onsite Service with Help Desk Support Immediate remediation with SLA Benefits Reduced mean time to resolution Save money on costly downtime Priority call over non-contractual customers Even faster time to resolution due to immediate remediation effort This is our Premier support package and it includes all on-site support and remote support covered under monthly Re-occurring Managed service invoice price. Projects and or 3 rd party support issues will again be billed at VIP Discounted Rate. Please verify with Sale Manager if there are questions or concerns. If there is any question whether the service may be billable or not, or you simply don t know.always Quote the Customer and Estimate. This will open up dialogue prior to the service being performed as to it s billable status.