Service Level Agreement

Transcription

1 Service Level Agreement Infrastructure Supprt Service This Infrastructure Supprt Service Level Agreement ( SLA ) is incrprated int the Qute executed by TekLinks and Custmer fr Infrastructure Supprt Services and sets frth the specific terms and cnditins under which TekLinks shall supply the Infrastructure Supprt Services described herein t Custmer. The general terms applicable t such Services are cntained in the Master Terms and Cnditins ( MTC ) and the Master Service Level Agreement ( MSLA ) incrprated int the Qute by reference. Capitalized terms used but nt defined herein shall have the meanings set frth in the MTC and MSLA. Terminlgy These are service specific definitins. Cmmn definitins are already defined in ur Master Service Level Agreement. Device refers t the Custmer server, ruter, switch, firewall, VPN, r ther legacy device receiving Service. Operating System refers t the base sftware running n Custmer Device. Service Descriptin General Infrastructure Supprt is a suite f add-n ptins and supprt services that are ffered t remve mre f the day-t-day peratinal challenges that many Custmers face. TekLinks will prvide management, mnitring and supprt f Custmer-wned infrastructure. TekLinks will supprt yur IT envirnment utside f end users and end user Devices. Levels and Offerings Infrastructure Supprt is ffered at a single level f service, hwever, Custmers can pt fr the different Service Optins listed belw. Availability The availability f Service is dependent n the existence f a suitable netwrk transprt frm TekLinks t User(s). TekLinks als reserves the right t limit Service availability in the event that necessary Service Cmpnents are either unavailable r unattainable at a reasnable cst t TekLinks. TekLinks must have administrative credentials t Custmer Managed Devices. Ability t install TekLinks management tls within the Custmer envirnment. Custmer Devices must be cnnected t a pwer management system. TekLinks recmmends a battery backup system cnnected t all Devices. Custmer must maintain an active warranty r supprt cntract fr all Devices. Limitatins TekLinks des nt warranty Custmer-wned Equipment. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 1 f 9

2 Infrastructure Supprt Service Level Agreement Service Optins The fllwing ptins may be added t the Infrastructure Supprt Services. Descriptin f Service ptins in n way entitles Custmer t the feature, unless specified by TekLinks and Custmer in the signed Qute r signed evaluatin f a Service Change request. A separate SLA r Statement f Wrk may apply t such ptins and may have additinal csts assciated with them. Optins belw may nt be cmpatible with all variants f Infrastructure Supprt Service. Firewall Management Descriptin Mnitring, Management, and Supprt f Custmer-wned Firewalls (physical r virtual). TekLinks will prvide an initial cnfiguratin f the Device including DHCP, DNS, NAT, prt frwarding / blcking, Access lists, Inspectin Rules, etc. per the netwrk's requirements. TekLinks will establish and maintain VPNs between Custmer's managed firewalls. VPNs t Firewalls nt under management r t a third party require Third Party VPN Management, per five (5) VPNs. TekLinks will maintain the firmware versin t an acceptable level. TekLinks will establish apprpriate fail-ver mechanisms as requested / required by Custmer (requires Custmer t purchase r prvide redundant firewalls and/r redundant circuits/cnnectivity). TekLinks will back up the Device cnfiguratin n a regular schedule. Recvery f cnfiguratin t an identical Device prvided by Custmer is included. TekLinks will perfrm remte trubleshting and remediatin f the Custmer-supplied Device. TekLinks will deply technicians nsite fr supprt f the Device, after remte trubleshting has been exhausted as deemed necessary by TekLinks. Blck f hurs will be used fr nsite remediatin. TekLinks will perfrm plicy / cnfiguratin changes as requested by Custmer. TekLinks will wrk with the ISP t establish prper cnnectivity t the circuit. TekLinks will wrk with ISPs n cnnectivity issues, at least t the pint f prving that the issue des nt lie with the firewall. TekLinks will perfrm wrk t facilitate cnnectivity fr circuit r carrier changes if IP changes are nt part f the change. If IP Address changes are part f the requested change, a prject with blck f hurs will be used. TekLinks will perfrm cnfiguratin and supprt f UTM features such as AV Gateway, intrusin preventin, applicatin cntrl, etc if features have been purchased by Custmer (exact feature set depends n firewall). With Firewall Management, the hardware must be enterprise r business class virtual firewalls under mainstream supprt frm Cisc r Frtinet. Custmer must have ther managed netwrk services r cnnectivity t the site destinatin f the managed firewall. Managed Firewall service is nt sld standalne. TekLinks will evaluate firmware n a quarterly basis fr critical patches and determine which nes need t be Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 2 f 9

3 Infrastructure Supprt Service Level Agreement Ruter Management Descriptin Mnitring, Management, and Supprt f Custmer-wned Ruters (physical r virtual). TekLinks will prvide an initial cnfiguratin f the Device per the netwrk's requirements. TekLinks will maintain the firmware versin t an acceptable level. TekLinks will establish apprpriate fail-ver mechanisms as requested / required by Custmer (requires Custmer t purchase r prvide redundant ruters and/r redundant circuits/cnnectivity). TekLinks will back up the Device cnfiguratin n a regular schedule. Recvery f cnfiguratin t an identical Device prvided by Custmer is included. TekLinks will perfrm remte trubleshting and remediatin f the Custmer-supplied Device. TekLinks will deply technicians nsite fr supprt f the Device, after remte trubleshting has been exhausted as deemed necessary by TekLinks. Blck f hurs will be used fr nsite remediatin. TekLinks will perfrm plicy / cnfiguratin changes as requested by Custmer. TekLinks will wrk with the ISP t establish prper cnnectivity t the circuit. TekLinks will wrk with ISPs n cnnectivity issues, at least t the pint f prving that the issue des nt lie with the ruter. With Ruter Management, the hardware must be enterprise r business class ruters under mainstream supprt frm Cisc r Juniper. TekLinks will evaluate firmware n a quarterly basis fr critical patches and determine which nes need t be Netwrk Device Management Descriptin Mnitring, Management, and Supprt f Custmer-wned switches, cntrllers, cradle-pints and ther miscellaneus netwrk Devices. TekLinks will prvide an initial cnfiguratin f the Device per the Custmer s requirements. TekLinks will maintain the firmware versin t an acceptable level. TekLinks will establish apprpriate fail-ver mechanisms as requested / required by Custmer (requires Custmer t purchase r prvide redundant infrastructure cmpnents). TekLinks will back up Device cnfiguratin at regular intervals (when pssible device dependent). TekLinks will perfrm remte trubleshting and remediatin f the Custmer-supplied Device. TekLinks will deply technicians nsite fr supprt f the Device, after remte trubleshting has been exhausted as deemed necessary by TekLinks. Blck f hurs will be used fr nsite remediatin. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 3 f 9

4 Infrastructure Supprt Service Level Agreement TekLinks will perfrm plicy / cnfiguratin changes as requested by Custmer. With Netwrk Device Management, the hardware must be enterprise r business class netwrk Devices under mainstream supprt frm Cisc, Juniper r Brcade. TekLinks will evaluate firmware n a quarterly basis fr critical patches and determine which nes need t be Wireless Access Pint Management Descriptin Mnitring, Management, and Supprt f Custmer-wned wireless access pints. TekLinks will prvide an initial cnfiguratin f the Device (including radi frequency (RF), VLANs, Captive Prtals, SSIDs, channels QS, etc.) per the netwrk's requirements. TekLinks will maintain the firmware versin t an acceptable level. TekLinks will back up Device cnfiguratin at regular intervals (when pssible device dependent). TekLinks will perfrm remte trubleshting and remediatin f the Custmer-supplied Device. TekLinks will deply technicians nsite fr supprt f the Device after remte trubleshting has been exhausted as deemed necessary by TekLinks. Blck f hurs will be used fr nsite remediatin. TekLinks will perfrm plicy / cnfiguratin changes as requested by Custmer. With Wireless Access Pint Management, the hardware must be enterprise r business class wireless access pint Devices under mainstream supprt frm the fllwing manufacturers: AerHive Cisc (business class) Brcade (Ruckus) Frtinet TekLinks will evaluate firmware n a quarterly basis fr critical patches and determine which nes need t be Physical Server Management Descriptin Mnitring, Management, and Supprt f Custmer-wned physical servers. This service cvers nn-hypervisr servers including the perating system. Supprt cvers the Operating System dwn, which includes hardware, cmpute, lcal strage, perating system. This service des nt include Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 4 f 9

5 Infrastructure Supprt Service Level Agreement applicatin supprt, except fr Micrsft Exchange, basic Micrsft SQL supprt, basic Micrsft SharePint admin supprt, and Micrsft Skype. In Windws envirnments, Active Directry management and supprt f the cvered Device as a dmain cntrller is als included. TekLinks will apply patches classified as critical and security patches t perating system mnthly r as needed (whichever cmes first). Other patch levels can be specified by Custmer. TekLinks will apply firmware and driver updates as needed. TekLinks will maintain system perfrmance and availability thrugh autmating practive tasks such as de-fragmentatin, disk cleanup, and scheduled server rebts. TekLinks will perfrm remte trubleshting and remediatin f physical server and perating system issues. TekLinks will deply technicians nsite fr supprt f Device r user after remte trubleshting has been exhausted r as deemed necessary by TekLinks. Blck f hurs will be used fr nsite remediatin. Basic administrative activities: Add/Remve/Change Users, Grups Grup Plicy Changes/Updates Basic r standard GPO functins t the extent items are cvered by this r ther prducts/agreements, fr example basic GPO functins such a mapping drives, and printers, etc. are cvered. Advanced functins such as packaging an applicatin and rlling ut thrugh GPO, is nt cvered but can be accmplished thrugh hurly prjects. Anther rule f thumb is GPOs that will require mre than tw hurs t create and rll ut need t be cnsidered a prject. DNS Changes (if utilized in windws) DHCP Changes (if utilized in windws) Passwrd Resets File share Changes IIS administratin AD Sites and Services Management Adding basic r replacement hardware cmpnents, including but nt limited t: Hard Disks Memry Pwer Supplies Netwrk Cards Citrix, RDS Farms, advanced SQL, and ther applicatin supprt requires the Applicatin Supprt service. With Physical Server Management, the hardware must be enterprise r business class server systems under mainstream supprt with ut-f-band management frm the fllwing manufacturers: Dell Cisc HP The Operating System must be any Micrsft Server perating system under mainstream r extended supprt. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 5 f 9

6 Infrastructure Supprt Service Level Agreement TekLinks will ensure that Micrsft Windws critical and security patches are applied within 30 days f release. Virtual Hst Management Descriptin Mnitring, Management, and Supprt f Custmer-wned hsts (hsts are physical servers running VMware ESX(i)). TekLinks will apply patches t the Hypervisr as needed. TekLinks will maintain the firmware versins t an acceptable level. TekLinks will maintain system perfrmance and availability. TekLinks will prvide an initial cnfiguratin f the hst/hypervisr per the envirnment's requirements. TekLinks will perfrm remte trubleshting and remediatin f hst and Hypervisr issues. TekLinks will deply technicians nsite fr supprt f Device after remte trubleshting has been exhausted as deemed necessary by TekLinks. Blck f hurs will be used fr nsite remediatin. Basic administrative tasks: Create virtual machine, including base OS installatin (OS management after initial install available under Virtual Machine Management) Pwer n/ff servers Cpy files / attach ISO t VMs Add virtual hardware t existing VMs With Virtual Hst Management, the hardware must be enterprise r business class hardware under mainstream supprt frm the fllwing manufacturers: Dell Cisc HP The VMware Hypervisrs must be under mainstream r extended supprt. TekLinks will evaluate firmware n a quarterly basis fr critical patches and determine which nes need t be Virtual Infrastructure Management System Supprt Descriptin Mnitring, Management, and Supprt f a Custmer-wned Virtual Infrastructure Management System such as VMware vcenter. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 6 f 9

7 Infrastructure Supprt Service Level Agreement TekLinks will apply patches t the Virtual Infrastructure Management System as needed. TekLinks will maintain system perfrmance and availability. TekLinks will prvide basic Virtual Infrastructure Management System design, autmatin, hst prfile and resurce management. TekLinks will perfrm remte trubleshting and remediatin f Virtual Infrastructure Management System issues. TekLinks will deply technicians nsite fr supprt f the system r user after remte trubleshting has been exhausted as deemed necessary by TekLinks. Blck f hurs will be used fr nsite remediatin. The Virtual Infrastructure Management System must be VMware vcenter. Virtual Machine Management Descriptin Mnitring, Management, and Supprt f Custmer-wned virtual servers. Supprt cvers the Operating System but nt the hardware (hst server) r Hypervisr. This service des nt include applicatin supprt except fr Micrsft Exchange and basic Micrsft SQL supprt. In Windws envirnments, Active Directry management and supprt f the cvered Device as a dmain cntrller is als included. Citrix, RDS Farms, advanced SQL, and ther applicatin supprt requires the Applicatin Supprt service. TekLinks will apply patches classified as critical and security patches t perating system mnthly r as needed (whichever cmes first) t Windws systems. Other patch levels can be specified by Custmer. TekLinks will apply firmware and driver updates as needed. TekLinks will maintain system perfrmance and availability thrugh autmating practive tasks such as de-fragmentatin, disk cleanup, and scheduled server rebts. TekLinks will perfrm remte trubleshting and remediatin f virtual machine and perating system issues. TekLinks will deply technicians nsite fr supprt f Device r user after remte trubleshting has been exhausted r as deemed necessary by TekLinks. Basic administrative activities: Add/Remve/Change Users, Grups Grup Plicy Changes/Updates Basic r standard GPO functins t the extent items are cvered by this r ther prducts/agreements (e.g., basic GPO functins such a mapping drives, and printers, etc. are cvered). Advanced functins such as packaging an applicatin and rlling ut thrugh GPO is nt cvered but can be accmplished thrugh hurly prjects. Anther rule f thumb is GPOs that will require excessive time t create and rll ut need t be cnsidered a prject. DNS Changes (if utilized in windws) DHCP Changes (if utilized in windws) Passwrd Resets Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 7 f 9

8 Infrastructure Supprt Service Level Agreement File share Changes IIS administratin AD Sites and Services Management Managing virtual infrastructure cmpnents, including but nt limited t: Strage Memry Netwrk Interfaces Other items t cnsider: ADFS, Windws Internal DB, Certificates, Identity Management, DFSR, etc. Citrix, RDS Farms, advanced SQL, and ther applicatin supprt requires the Applicatin Supprt service. The Operating Systems f the virtual machines must be ne f the fllwing: Any Micrsft Server OS r Business class Client OS under mainstream r extended supprt Linux (cntact Infrastructure supprt team fr specific versin supprt) TekLinks will ensure that Micrsft Windws critical and security patches are applied within 30 days f release. Strage System Management Descriptin Mnitring, Management, and Supprt fr Custmer-wned strage area netwrks (SAN). Includes data switches/san fabric. TekLinks will perfrm standard administrative tasks including zning, LUN management, prvisining, etc. TekLinks will perfrm perfrmance management. Cnfiguratin changes will underg the change management prcess. TekLinks will ensure that the Device is under vendr supprt via the Technical Accunt Manager (TAM); Custmer is respnsible fr purchasing vendr supprt. TekLinks will perfrm remte trubleshting and remediatin f Strage Area Netwrk issues. TekLinks will deply technicians nsite fr supprt f Device r user after remte trubleshting has been exhausted r as deemed necessary by TekLinks. TekLinks will maintain SAN Management sftware that is used t supprt the SAN. The Strage System must be Enterprise r business class virtual firewalls under mainstream supprt frm the fllwing manufacturers: Dell EMC HP Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 8 f 9

9 Infrastructure Supprt Service Level Agreement IBM Custmer is respnsible fr purchasing vendr supprt. TekLinks will evaluate firmware n a quarterly basis fr critical patches and determine which nes need t be TekLinks will track ttal strage capacity and prvide recmmendatins when upgrades are needed. When 90% strage capacity is reached, TekLinks cannt guarantee quality f service. Service Delivery Requirements General It is Custmer s respnsibility t ensure that all Users are able t cnnect t the Service and are cnfigured prperly. This includes, but is nt limited t, Ethernet switches, Ethernet cabling, wrkstatins, servers, perating systems, and sftware. It is Custmer s respnsibility t ensure that TekLinks is able t access any mnitred Devices. This includes but is nt limited t prt filtering, Firewalling, Ethernet switches, Ethernet cabling, hardware cnfiguratin, and Operating Systems. Custmer must ntify TekLinks t request Devices t be added r remved frm service. TekLinks is nt respnsible fr Devices under the Infrastructure Supprt plan that were added r remved withut a frmal request thrugh ur help desk. Custmer must prvide apprpriate netwrk credentials t perfrm mnitring. This culd include withut limitatin, such as SNMP, WMI. Custmer must prvide a Windws server fr the installatin f the mnitring agent, which will have accessibility t all mnitred Devices within the Custmer s netwrk. TekLinks will prvide integratin if Clud Services are prvided by TekLinks. Mnitring f third party clud systems will be cnsidered custm and must be discussed with TekLinks engineering prir t implementatin. Custmer must ntify TekLinks f any security changes made utside f TekLinks standard supprt tickets. Installatin Upn receipt f the signed Qute, TekLinks will prvisin ne r mre f the fllwing fr the Infrastructure Supprt Service as required: Mnitring Cnditins Mnitring Agents Autmatin Agents Anti-Virus If additinal cnfiguratin wrk is required due t limitatins f the Custmer netwrk, TekLinks reserves the right t bill Custmer at currently hurly rates fr additinal cnfiguratin time. TekLinks is nt respnsible fr, and will nt be bligated t prvide, any supprt r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, repair, r integratin f Custmer equipment, sftware, r netwrk applicatin int the Custmer s internal netwrk. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.0, Nvember 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 9 f 9