G-Cloud Service Definition for Xicon Cloud SCS - SQL Server Managed Services XICON-CLOUD-SCS-SQL, 1.0 dated 15/12/2014 Page 1 of 5
CONTENTS 1 XICON CLOUD SCS - SQL SERVER MANAGED SERVICES 3 1.1 SERVICE OVERVIEW 3 1.2 SERVICE MANAGEMENT 3 1.3 SERVICE LEVELS 4 1.4 ORDERING AND INVOICING PROCESS 4 1.5 CUSTOMER RESPONSIBILITIES 4 1.6 TECHNICAL REQUIREMENTS 4 1.7 TRIAL SERVICE 5 1.8 OFF-BOARDING PROCESSES 5 XICON-CLOUD-SCS-SQL, 1.0 dated 15/12/2014 Page 2 of 5
1 1.1 Service Overview Xicon has been providing SQL Server Database Managed Services to customers across the UK for many years. Xicon is an Microsoft Partner. Xicon offers a range of cost effective SQL Server database related services to address the common needs of a business and their IT systems. Structured to allow our customers the most flexibility and costed in a transparent manner, Xicon s SQL Server Database Managed Service is a way of reducing the risk to your business through IT issues and potentially delivering significant cost savings. The services are provided under an annual subscription under which Xicon will provide unlimited touch point of helpdesk and support services for an agreed list of SQL Server database servers and instances. Support calls which require remote access, diagnosis or more than a cursory investigation can be satisfied by the use of pre-purchased support units or consultancy days. Xicon s SQL Server Database Managed Service is available 24x7x365. Xicon s SQL Server Database Managed Service includes Server monitoring, Database monitoring, and Service monitoring as a proactive service. By monitoring a predefined set of metrics for each asset and comparing these metrics against acceptable thresholds, Xicon s service has the best chance of predicting failures and faults before then happen. This enables you to maintain better SLAs and to budget for and schedule in proactive maintenance when it s most convenient and before it s required. 1.2 Service Management The relationship will be owned by an account manager who will be responsible for coordinating any new services or requirements. Operationally and for normal business, there is a single point of contact in the technical services team who will coordinate any technical engineering tasks or requirements. All service requests or incidents are coordinated through Xicon s Service Desk software which is available via a support portal. This enables us to monitor your platform, spot any trends, and take corrective action under change control. With regards to service management and reporting, Xicon produces a monthly report for circulation to all interested parties outlining all the key aspects of the service. This includes the following. Details of all logs opened and closed during the previous month Issues for management attention Proposed or booked in activities for the coming month XICON-CLOUD-SCS-SQL, 1.0 dated 15/12/2014 Page 3 of 5
Performance, response times and availability metrics for all key services. 1.3 Service Levels Included in Xicon s services is unlimited telephone support and email access to Xicon s technical support team 24x7x365. Xicon will proactively monitor your contracted SQL Server database servers and database components 24x7x365 and should any issues occur will take immediate action to notify you and rectify the situation if requested to do so such that any service interruption is minimised. Xicon operates a self-service online request system from where logs can be raised by your nominated staff as change requests, general questions, faults, issues etc. As an alternative, emails can be sent directly to the service desk team which will also raise a request and if this is already in association with an outstanding request, then the requests will be manually or automatically merged. Each of your nominated support contacts will have the ability to raise requests and by default view and update any other requests raised by colleagues. Should the request be related to a change request or major change, then typically this would be costed and paid for separately from a call off provision associated with the Helpdesk and Support contract. Xicon would also propose to have regular account management and progress meetings at an appropriate frequency 1.4 Ordering and invoicing process Ordering simply involves signing the schedule or updated schedule to the contract. Requests for alterations or new resources can be made directly to the accounts team or by raising a service ticket. Support subscriptions are payable annually in advance by standing order or by invoice. Call off provision is invoiced and payable in advance as required. 1.5 Customer Responsibilities For the duration of the contract, you will need to grant Xicon s technical engineers full access to your systems to enable us to provide the service. Ultimately, connectivity will be required between your network and the Xicon technical engineers. Hopefully it will be possible to utilise existing links such as PSN, N3 or the Internet. If not Xicon can work with your telecoms provide and networks team to facilitate an appropriate connection. Connection can be by invitation in the event of a service request. 1.6 Technical Requirements Xicon will require a VM onto which we can install our monitoring software, within your environment. XICON-CLOUD-SCS-SQL, 1.0 dated 15/12/2014 Page 4 of 5
1.7 Trial Service Xicon is able to extend certain aspects of the service on a trial basis. 1.8 Off-Boarding Processes Off-boarding generally involves the removal of any monitoring software from your network and the deletion of all records from our service desk system. XICON-CLOUD-SCS-SQL, 1.0 dated 15/12/2014 Page 5 of 5