Service Definition 1
1. Summary 1.1 Service Description IBM SmartCloud Control Desk (SaaS) is a service management solution that includes or supports the following processes: Knowledge Management Service Asset & Configuration Management Service Catalogue Management Change Management Release & Deployment Management Incident Management Availability Management Financial Management Service Level Management Problem Management Request Fulfilment IBM SmartCloud Control Desk (SaaS) Non-Production is an optional service that provides all of the capability available with the base offering described in Section 1.1 but provided in a Non-Production Instance. If the Cloud Service is designated as Non- Production, the Cloud Service can be used only for internal non-production activities, including testing, performance tuning, fault diagnosis, internal benchmarking, staging, quality assurance activity and/or developing internally-used additions or extensions to the Cloud Service using published application programming interfaces. For performance reasons, no more than 30 users can use the non-production Instance simultaneously in any manner directly or indirectly (for example: via a multiplexing program, device, or application server) through any means. IBM SmartCloud Control Desk (SaaS) Non-Production Capacity Add-On is an optional service that increases the size of one IBM SmartCloud Control Desk (SaaS) Non- Production Instance to allow an additional 30 users to access the instance simultaneously. 1.2 Service Characteristics Lot Applicability Any public sector body that wishes to Empower their users, reduce service management costs and increase satisfaction through user friendly self service and integrated automation 2
with IBM SmartCloud Control Desk. Simplify your work with automated execution of business processes for world-class IT Service Delivery. Contract Duration Contract Price Minimum of 12months Maximum of 5 years. $99/month per authorised user Per seat pricing is for dedicated (named) users Great for full time users who can stay logged on constantly for no additional charge Unlimited ticket requests $297/month per concurrent user Share access with multiple users Best for occasional users who login to perform work and then logout Unlimited ticket requests Lead time to start Related Lot(s) /Offering(s) 1-2 Days IBM Performance Management IBM Monitoring 1.3 Why IBM Information Assurance Data Backup and Restore Disaster Recovery On-boarding and offboarding of electronic identities and system identities Where work is of a sensitive and secure nature, security standards will be agreed between IBM and the Contracting Body, and if necessary IBM will ask the Contracting Body to issue a Security Aspects letter. Backups performed daily. Restores are performed by request with no limit to the number of restores performed to ensure a client s operation. IBM backs up data daily and has disaster recovery plans in place. Data recovery is not part of the SLA. On-boarding - configuration of the instance for the client - is included in the subscription. Implementation configuration of the user interface and workspaces, building integrations, etc. - is not included in the subscription and can be configured by the client or sourced 3
from IBM C&SI Lab Services, IBM Global Technology Services, and/or Business Partners. Service Management Service Constraints maintenance windows, customisation, deprecation of functionality/features Service levels SaaS solutions can be integrated with clients' Identity and Access Mgmt systems. Monitors are in place for the virtual machines and application layer to inform administrators of issues with service availability. Release updates are, in the case of minor releases and fix packs, applied to a client s production and non-production instances (with full backups performed prior to the upgrade to enable any changes to be rolled back if they fail. When IBM moves a clieny to a new major release, the client s non-production instance will be upgraded. There will be a time period by when the customer can test the new release, at which point once the conditions are satisfied, the production instance will be upgraded and the original instance will be retired and archived. During this time it is expected that the client will thoroughly test any interfaces and integrations prior to the instance upgrade. Upgrades will be announced by IBM and a timetable for them to be performed will be agreed with the client depending on their requirements. Definitions: Authorized Contact means the individual you have specified to IBM who is authorized to submit Claims under this SLA. Availability Credit means the remedy IBM will provide for a validated Claim. The Availability Credit will be applied in the form of a credit or discount against a future invoice of subscription charges for the Service. Claim means a claim submitted by your Authorized Contact to IBM pursuant to this SLA that a Service Level has not been met during a Contracted Month. Contracted Month means each full month during the term of the Service measured from 12:00 a.m. Eastern US time on the first day of the month through 11:59 p.m. Eastern US time on the last day of the month. Customer means an entity subscribing for the Service directly from IBM, which has entitlement for use of the Service 4
Financial compensation at the time of submitting a Claim, and which is not in default of any material obligations, including payment obligations, under its contract with IBM for the Service. Downtime means a period of time during which production system processing for the Service has stopped and all of your users are unable to use all aspects of the Service for which they have appropriate permissions. By way of clarification, there is no Downtime if any user can use any aspect of the Service for which they have appropriate permissions. Downtime does not include the period of time when the Service is not available as a result of: Planned System Downtime Force Majeure Problems with Customer or third party applications, integrations, equipment or data Customer or third party acts or omissions (including anyone gaining access to the Service by means of your passwords or equipment) Failure to adhere to required system configurations and supported platforms for accessing the Service IBM s compliance with any designs, specifications, or instructions provided by Client or a third party on Customer s behalf Event means a circumstance or set of circumstances taken together, resulting in a failure to meet a Service Level. Force Majeure means acts of God, terrorism, labour action, fire, flood, earthquake, riot, war, governmental acts, orders or restrictions, viruses, denial of service attacks and other malicious conduct, utility and network connectivity failures, or any other cause of Service unavailability that was outside IBM s reasonable control. Planned System Downtime means a scheduled outage of the Service for the purpose of service maintenance or system updates, such as but not limited to, when a release, patch or hot fix is applied. Service Level means the standard set forth below by which IBM measures the level of service it provides in this SLA. Service means the IBM Workload Automation (SaaS) production instance to which this SLA applies, as shown on the first page of this Service Description. This SLA applies to each Service individually and not in combination. In order to be eligible to submit a Claim you must have logged 5
for service level breaches a support ticket for each Event with the IBM customer support help desk for the applicable Service, in accordance with IBM procedure for reporting Severity 1 support issues. You must provide all necessary detailed information about the Event, including the time you were first impacted by the Event, and reasonably assist IBM with the diagnosis and resolution of the Event to the extent required for Severity 1 support tickets. Such ticket must be logged within twenty-four (24) hours of your first becoming aware that the Event has impacted your use of the Service. Your Authorized Contact must submit your Claim for an Availability Credit no later than three (3) business days after the end of the Contracted Month which is the subject of the Claim. Your Authorized Contact must provide to IBM all reasonable details regarding the Claim, including but not limited to, detailed descriptions of all relevant Events and the Service Level claimed not to have been met. IBM will measure internally total combined Downtime during each Contracted Month. Availability Credits will be based on the duration of the Downtime measured from the time you report that you were first impacted by the Downtime. For each valid Claim, IBM will apply the highest applicable Availability Credit corresponding to the total combined availability during each Contracted Month, based on the table below. IBM will not be liable for multiple Availability Credits for the same Event in the same Contracted Month. For Bundled Services (individual Services packaged and sold together for a single combined price), the Availability Credit will be calculated based on the single combined monthly price for the Bundled Services, and not the monthly subscription fee for each individual Services. You may only submit Claims related to one individual Service in a bundle in any Contracted Month, and IBM will not be liable for Availability Credits with respect to more than one Service in a bundle in any Contracted Month. 6
The total Availability Credits awarded with respect to any Contracted Month shall not, under any circumstance, exceed 10 percent (10%) of one twelfth (1/12th) of the annual charge paid by you to IBM for the Service. IBM will use its reasonable judgment to validate Claims based on information available in IBM s records, which will prevail in the event of a conflict with data in your records. THE AVAILABILITY CREDITS PROVIDED TO YOU IN ACCORDANCE WITH THIS SLA ARE YOUR SOLE AND EXCLUSIVE REMEDY WITH RESPECT TO ANY CLAIM. Availability of Service during a Contracted Month Availability during a Contracted Month Availability Credit (% of Monthly Subscription Fee for Contracted Month which is the subject of a Claim) Less than 99.8% 2% Less than 98.8% 5% Training Ordering and invoicing Termination terms Data restoration/service migration Consumer responsibilities Technical requirements service dependencies, Less than 95.0% 10% Availability percentage is calculated as: (a) the total number of minutes in a Contracted Month, minus (b) the total number of minutes of Downtime in a Contracted Month, divided by (c) the total number of minutes in a Contracted Month, with the resulting fraction expressed as a percentage. Solution training is available from the usual IBM Cloud and Smarter Infrastructure sources. Can be order via Passport Advantage, invoicing total contract value up-front, monthly (in-arrears), quarterly (up-front) or annually (up-front) Renewal is normally automatic. You may terminate the expiring Cloud Service term by written request, at least ninety (90) days prior to the expiration date of the term that is set forth in the Order Document. Data restoration and service migration services (e.g. from onpremises services to SaaS or vice-versa) are available through IBM Software Group Services. Requirements to access the SaaS offering are as follows: On-premises and Free Trial 7
technical interfaces, Microsoft Internet Explorer* 7, 8, 9 & 10** Mozilla Firefox 3.6, 4, 10, 17 & 24*** Live Demo Microsoft Internet Explorer* 10** Mozilla Firefox 24*** Some SmartCloud Control Desk applications require Java Runtime Environment (JRE) version 1.6 or 1.7. All client systems that access these applications must have JRE version 1.6 or 1.7 from IBM or Oracle installed. * Microsoft Silverlight must be installed on the client machine in order to see the status bar in Self Service Center My Requests pod and View Service Requests dialog. ** Compatibility mode only. Full certification planned for Q3 2014 *** Initial testing complete and resulting defects resolved. Full certification planned for Q3 2014 1.4 Contact Contact Name Steve Cliff Title IBM UK Cloud Alliances Executive Address PO Box 41 North Harbour Portsmouth Hants, PO6 3AU Contact Email gcloud@uk.ibm.com Contact Phone 07710035877 8
2. Delivery 2.1 Context Empower your users, reduce service management costs and increase satisfaction through user friendly self-service and integrated automation with IBM IT Service Management. Simplify your work with automated execution of business processes for world-class IT Service Delivery. Unify your disparate systems across service, asset and change management processes to drive down your TCO. Reduce operational complexity and capital expenses with our SaaS offering. enables you to manage the end to end IT Service Management and Delivery process, supporting ITIL processes in a single unified solution. Learn, explore, and give it a try, and you ll see why a leading analyst recently named IBM as a top vendor for IT Service Management. Reduce help desk calls by 80%. Improve first call resolution rate by 25%. Reduce request and incident response times by 60%. Reduce IT change-related outages by 70%. You decide where your IT Service Management resides, SaaS or on-premises. 2.2 What we will deliver With thousands of on-premises and hosted clients and millions of users, IBM IT Service Management is battle-tested and ready. Clients are achieving better business outcomes, by: Eliminating internal IT expenses by removing infrastructure administration requirements Moving to an operational expense model with a subscription-based, monthly rental option Saving admin costs by consolidating IT asset, service & change management into a single platform Increasing end user satisfaction with a simple, intuitive, self-service portal Staying connected with simple web and mobile access 9
SaaS is based on IBM s industry leading SmartCloud Control Desk solution which provides an out of the box, ITIL compliant service desk solution covering: Knowledge Management Service Asset & Configuration Management Service Catalogue Management Change Management Release & Deployment Management Incident Management Availability Management Financial Management Service Level Management Problem Management Request Fulfilment In order to configure the solution to meet your specific needs IBM Software Group Services contracted separately can be engaged to build appropriate service offerings and processes that meet your needs. 2.3 Commercials $99/month per authorised user Per seat pricing is for dedicated (named) users Great for full time users who can stay logged on constantly for no additional charge Unlimited ticket requests $297/month per concurrent user Share access with multiple users Best for occasional users who login to perform work and then logout Unlimited ticket requests 2.4 Key Points Can I try it before I buy it? Absolutely. Kick the tires in a live sandbox environment where you can see the product in action, or request a free trial to try it out with your own applications for 30 days. Get started with your free trial. 10
How does the subscription plan work? The subscription period is based on 12 months or longer. Flexible billing provides a number of choices: 1) Paying up front 2) monthly billing (arrears) 3) quarterly billing 4) annual billing. What maintenance and support does the subscription cover? The subscription covers support coverage 24x7x365, data backups and restores, monitoring and patching. Do you charge for non-production instances (e.g. dev or test)? The first instance is included with the subscription. Do you charge for end users who submit tickets? No, there is no charge for end users to access the end user portal to submit/track tickets, search for solutions, etc. What kind of user is best for me? Its most common to buy a mix of Authorized and Concurrent User licenses. The Authorized User is often better for users who tend to stay on the system for most of the day, like service desk agents, while Concurrent User is often better for occasional users like change approvers. The combination of user licenses provides great flexibility to meet the needs of your user community. The ratio of overall users to concurrent users can vary significantly from customer to customer, so talk to IBM if you have questions. What does the license cover? Both license/subscription types enable full access to the product, which can be managed via User Roles and Security groups. The SaaS subscription also provide 24x7x365 support, backups and restores, patches, etc. 11