Network Infrastructure, Desktop, and Server Support Service Level Agreement

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1 Network Infrastructure, Desktop, and Server Support Service Level Agreement INTRODUCTION This service level agreement ( SLA ) describes the core services provided to customers by Micro- Management Systems, Inc. ( MMS ) under our Annual Network Infrastructure, Desktop, and Server Support Contract ( Support Contract ). It details both MMS s and customer s responsibilities. It is assumed that only MMS staff will provide network and computing support for machines under this support program. In order to avoid duplication of effort and insure a consistent, high level of service, MMS will work with departmental computing support staff only by special arrangement. In the course of providing network and computing support under this program, MMS staff in many instances provides support beyond what is described in this document. Such additional support is provided at the discretion of MMS consultants in the interest of furthering the relationship between MMS and the customer. SUPPORTED SYSTEMS Currently supported network infrastructure environments include CAT3, CAT5(e), CAT6, Telephone, CATV, and Fiber Optic cabling and termination; passive networking components such as patch panels, in-wall and surface mount termination, and premise wiring; active networking components such as hubs, switches, routers, firewalls and other internet appliances including DSL modems and Routers; wireless environments utilizing IEEE 802.X protocols. Currently supported network operating system environments include Microsoft, Novell, Unix and Linux based servers and workstations with networking protocols including TCP/IP, IPX/SPX, NETBEUI. Currently supported hardware for servers and workstations (including notebook computers) includes PC based systems only. No proprietary hardware based systems or Macintosh hardware is covered under this agreement, although, at the discretion of MMS staff, support may be given on these systems if support information is available. Currently supported desktop (including notebook) operating systems include Microsoft DOS, Microsoft Windows, and Linux (various distributions). It should also be noted that some services covered under this agreement may require additional software and/or hardware purchases. Customers should consult MMS before making hardware or software purchases. Some hardware or software may be unsupportable. MMS s planning assistance can reduce the likelihood of compatibility problems with existing hardware or software or having to deal with unreliable vendors. DESCRIPTION OF SERVICES Planning and recommendations MMS will provide recommendations and planning assistance to supported departments regarding all aspects of network and computing needs. The scope of such assistance includes the following: Hardware and software recommendation. Planning for support of new departmental initiatives. Assessing file sharing, database, and backup needs for departmental data. Evaluation of training needs for departmental users. 1

2 In some cases, MMS may recommend services not covered by the Support Contract. Such services may be provided by MMS or other organizations. Customers are urged to take advantage of MMS s assistance with planning and keep MMS informed about network and computing issues. MMS management will make an effort to meet with customer management periodically. Computer setup and installation MMS will install and configure new computers for supported customers. Computer setups may include the following: Unpacking and connecting computer components. Configuring operating systems for network connectivity. Installation of operating system patches or updates. Installation of applications. Transfer of data from an existing computer to a new machine. Basic data conversion may be performed as well. Complex data conversions such as is sometimes required when migrating form one platform to another may result in time allotment overage and will be billed as described in the Support Contract. Customers should consult MMS prior to any new computer purchases. Because computer setups typically require from two to six working hours, customers should notify MMS as far in advance as possible to schedule a setup appointment. The user of the computer may need to be present at certain points during the installation process, typically at the beginning or end of the process.. If MMS is not managing the network configuration for the customer, the user must have available network configuration information (i.e., IP address, router address, subnet mask, etc.). Licenses and media for any commercial applications to be installed must be provided by the customer. Customers are responsible for providing an adequate location and space for the new computer (i.e., good ventilation, appropriate temperature and humidity range, sturdy furniture, etc.). Customers are also responsible for providing storage space for new or old computers. Maintenance MMS will provide comprehensive maintenance services for supported machines. An initial comprehensive maintenance will be performed on all machines covered under the Support Contract. Minor maintenance will be performed on a monthly basis thereafter. Operations that may be performed as part of a maintenance include the following: Hardware inspection and cleaning. Hardware integrity checks (software diagnostics). Installation of operating system updates and patches. Anti-Malware (Virus, Spyware, Adware, etc.) updates and scans. Operating system optimization. Application updates and patches. Routine maintenance will typically require from one to four hours, depending on what tasks need to be performed. Maintenance will be performed on a schedule that is agreed upon between MMS and the customer. 2

3 The user may need to be present at certain points during the maintenance process, typically at the beginning or end. Users should bring to the attention of the MMS technician performing the maintenance any problems that he or she may be experiencing prior to maintenance and also note if any specialized hardware or software is used with or installed in the machine. In some cases, it may be necessary for users to purchase licenses for certain software upgrades. Troubleshooting MMS will troubleshoot problems with supported hardware, software applications, and network connectivity. Responsibilities: Customers should request MMS services as described in the Requesting Service section on page 5. Application Support MMS will provide assistance with most desktop applications. This assistance includes the following services: Installation and updating of software. Troubleshooting of common problems. Help with basic usage (i.e. typical menu navigation, general printing processes, etc.) There are some limitations to MMS s application support: MMS will provide assistance with desktop applications on a best effort basis. This support will typically include installations and updates, but in-depth, program specific or proprietary software troubleshooting may result in time allotment overage and will be billed as described in the Support Contract. MMS will provide no support for discouraged or prohibited applications. Support for advanced features or complex configurations is limited, and may result in time allotment overage and will be billed as described in the Support Contract. MMS will help users perform their job functions using computer technology but will not perform those functions. For example, MMS will not create documents or design databases or web pages. MMS and its subsidiary companies do provide some of these services and these services can be obtained through MMS outside of this agreement. Customers should request MMS services as described in the Requesting Service Section on page 5. Customers should utilize manuals, online help systems, training CDs or DVDs, and other training resources for the applications they use frequently. Customers are responsible for purchasing software licenses and having media available (if required). 3

4 Network Support MMS provides support for network connectivity for all supported systems. This support includes the following: MMS will assist with network planning for both new network infrastructure and future network infrastructure expansion or change. MMS will troubleshoot and maintain network connectivity from both a network infrastructure and a server and workstation configuration perspective. MMS will configure network connectivity for access to LAN (local area network), WAN (wide area network), and Internet communication. Customer must maintain accurate records regarding network configuration information. MMS can provide this information to the customer if the bulk of the network configuration was implemented by MMS. Customers must not add to, remove from, or otherwise modify the network configuration without consulting MMS for recommendations or possible warnings associated with such changes. Backup Support MMS will provide installation and configuration of a comprehensive backup solution. This backup will be monitored on a periodic basis at least monthly. The backup solution implemented may include redundancy, local backup, remote backup, or a combination of all three, based on the type and importance of the data being backed up. Customer will be responsible for checking daily backup logs. Customer should notify MMS of any apparent failure of data backup to ensure data integrity. Liaison with other Vendors When needed, MMS will act as a technical liaison with outside vendors. For example, MMS will contact vendors on behalf of customers to resolve technical problems and provide recommendations to the customer. MMS will not normally act as liaison for issues that are not of a technical nature (such as placing or picking up orders for software or equipment, resolving billing issues, etc.) Customers should feel free to contact MMS whenever technical issues regarding outside computing organizations come up. Hardware Support MMS provides comprehensive hardware diagnosis and repair for supported systems. Some basic hardware diagnostics and repair performed by MMS technicians will be done at no additional charge (i.e., installing PCI cards, upgrading RAM, etc.) More in-depth repairs may result in time allotment overage and will be billed as described in the Support Contract. The customer will be notified before the repair process begins of any additional charges that may be incurred. Customers should contact MMS if they suspect a hardware problem or are considering an upgrade. 4

5 Training MMS staff can evaluate computer training needs for supported users and provide specific recommendations for training classes or materials. In addition, MMS staff can provide informal, basic, computer and application usage training sessions on supported systems for individuals (or small groups) by appointment. Such training sessions typically last up to an hour; if multiple sessions are required, additional per hour charges may be required. It is assumed that supported users have a basic level of computer literacy. In cases in which customers have extensive training needs, MMS will provide recommendations and referrals. REQUESTING SERVICE To request services provided under the Support Contract, customers should send electronic mail to the appropriate support address specified in the Support Contract. In cases in which is not operational, customers may call the appropriate support phone number specified in the Support Contract. Other methods of requesting service (such as sending to the personal addresses of support staff, calling support staff s personal phone lines) may result in delays. At any given time, an individual support member may be with another customer, working on a project, at a meeting, or out sick or on vacation. Customers should always request service using the appropriate support address and use the appropriate support phone number when is unavailable. Requests regarding specific computer or network problems should include the following information: The name, location, and phone number of the person needing assistance. If software related, the exact error messages, if any, that appeared on the users screen. Information on any applications that may have been running on the machine when the problem occurred. What the user did immediately prior to the occurrence of the problem. Information regarding any applications or programs, or any changes made by a non-mms technician. RESPONSE TIME MMS s goal is to respond to all requests for service as quickly as possible. MMS prioritizes requests as they come in using the following general guidelines: Urgent requests are those that meet one or more of the following criteria: Multiple users are affected. The user s computer is not functional. The network is inaccessible. The user is working under a deadline or on a time sensitive task. The problem is with software that is vital to the nature of the user s work. The user is unable to send or receive work-related . The security of one or more machines is compromised. Normal requests typically fall into the following categories: The request is specified as non-urgent by the customer. The request involves peripheral equipment such as printers or scanners. The user is experiencing an application problem that does not interfere with critical functions. The user has an informational question (i.e., How do I? ). 5

6 Planned requests are those that require scheduling, research, or other advance preparation. Examples of planned requests might include the following: Hardware or software recommendations. Computer setups. Maintenances. Requests for other services (e.g., hourly service.). Software installation or upgrades. Hardware upgrades or services. Computer moves (i.e., configuring machines for a new location.) Note that the boundaries among categories are not absolute. For example, there are times when a request that would normally fall into the Normal category might in fact be urgent. MMS s normal response times for requests are shown in the table below: Category Initial response time Commencement of work Urgent 0-90 minutes 0-3 hours Normal 0-90 minutes 0-6 hours Planned 2-4 hours To be arranged The initial response time refers to the time during which an MMS member will get in touch with the user (generally by or telephone but in some cases by an in-person visit) to get additional information or schedule a time for a visit. In some cases, the problem may be resolved in the initial response phase. For cases in which the problem cannot be resolved in the initial response phase, commencement of work refers to the period in which an MMS member will be able to take steps to resolve the problem. All times in the table above refer to normal working hours, considered to be between 9:00 a.m. and 6:00 p.m. Monday through Friday. The upper time limits are considered to be worst-case situations; normally response time will be much quicker. In very unusual circumstances (such as when several MMS staff are out sick), it is possible that the upper time limits may be exceeded; such situations are likely to be extremely rare. In order for the above response times to apply, customers must request service using the appropriate address or help-line (if is unavailable). MMS can provide no guidelines regarding response time for requests made outside of these means. 6

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