End User Terminal Service
|
|
- Malcolm Doyle
- 5 years ago
- Views:
Transcription
1 Service Definition End User Terminal Service V1.0 Signoff Name Role Signature & Date Jim Leeper Acting, Delivery Services Manager Page 1 24/04/2012
2 Document Control Information Document Change History Version Date Last Revised Author Change Description October 11 Houssein Hallani Initial Draft October 11 Sharon Brogan Contributor to Initial Draft October 11 George Michalopolous Server Name amended from October 11 Jim Leeper IT.INF.WINPLTAFORM added as specific Delivery Services group November 11 Houssein Hallani RACI table amended December 11 Houssein Hallani Service name amended to End User Terminal Service December 11 Houssein Hallani Updated Service Description Distribution and Acceptance Version Recipient Date issued Approval 1.0 Sharon Brogan Jim Leeper Houssein Hallani Page 2 24/04/2012
3 Table of contents Purpose of this Document... 4 Service Definition Structure... 5 End User Terminal Service Description & Instructions... 6 End User Terminal Service Configuration... 8 End User Terminal support services... 9 End User Terminal Service RACI matrix End User Terminal Service Targets End User Terminal Reporting and Charging Page 3 24/04/2012
4 Purpose of this Document This document defines the scope, Service Components and Support Services required to deliver this service. Page 4 24/04/2012
5 Service Definition Structure The Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service Enables clear communication of service targets associated with different service elements Service Support Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. Periodic of review Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal. Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition. Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended. All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion. Page 5 24/04/2012
6 End User Terminal Service Description Service Item Details This section provides information on what the service is known as and who within IT at UNSW owns the service. Service Name End User Terminal Service Group Delivery Services, IT.INF.WINPLATFORM Business Owner Portfolio Service Description Technical Architecture Technical Design The End User Terminal service allows Linux and Mac users to restore their files through a terminal service.. It will provide the ability for non windows machines to: Recover deleted/corrupted files (going back about two weeks) Access FSAM via IE. Access from off campus will only be allowed through VPN Service Components Description This section provides information on the key components that make up the service offering. This service can be accessed using zid and zpass at the following address: INFPWTS010.ad.unsw.edu.au Support details Contact Description All calls for support and service are raised by logging a ticket with IT Service Centre on Page 6 24/04/2012
7 Instructions for using the Terminal Service Mac Users Mac users can access the terminal service using Microsoft's Remote Desktop Connection terminal client which is free to download and also included in Office STEPS 1. Launch Remote Desktop 2. When prompted, enter the computer name: INFPWTS010.ad.unsw.edu.au 3. Click any dialog buttons to continue. You will see a blank Windows desktop. 4. From the Windows 'Start' menu, select 'All Programs' then select 'Internet Explorer' 5. Using Internet Explorer - enter as the URL. You can copy and paste this URL into IE. 6. When prompted enter your z number in the form of adunsw\z and your zpass password. 7. You should now see the FSAM Portal home page Linux Users Linux users can also use this address and login details in a Terminal Server. Page 7 24/04/2012
8 End User Terminal Service Configuration Campus Vlans Internet Staff Windows Internal Services L14 Rdp 3389 Windows Hosted Services VLAN 1119 Active Directory (ADUNSW) Authentication 445 Filerestore Server INFPWTS010 Windows 2008 File File Servers Servers (Stage2) (Test) Content Respository SMB 137,138,139 New System Page 8 24/04/2012
9 End User Terminal support services The following tables reflect the provider/resolver groups involved in the provision and maintenance of the End User Terminal service. 1 st Level Support IT Service Centre 2 nd Level Support 3 rd Level Support Faculty IT Delivery Services IT.INF.WINPLATFORM Internal SMEs Desktop Support SMO Monitoring and Reporting 4 th Level Support External SME s, Microsoft Level 1 Support: This team is usually the first point of contact for customers to raise IT related issues. This team logs the call that comes in via multiple channels (Phone, Mail, , In person, Fax etc.). First level support team tries to perform a quick assessment of the incident or request and attempt to fix the incident or fulfill the request by following simple troubleshooting scripts and cheat sheets. Example: Resetting password, Creating accounts. Level 2 Support: These are dedicated IT support teams responsible for handling non-standard and nonrepetitive calls. These teams have a higher skill set and possess greater level of system permissions and technical knowledge in incident solving and request fulfilling than first level support. These teams can also create change tickets to update the underlying infrastructure. First level support escalates calls to second level that they are unable to respond to. Second level support escalates calls to 3rd level support after troubleshooting. Example: Application Support team, Windows Server Support team Level 3 Support: These teams are comprised of "experts /specialists" for the specific system that exists within the IT infrastructure / Enterprise. Third level support team assists in resolving and fulfilling more complex incidents and requests which are unable to be resolved by the second level support as well as performing problem and change management. These teams normally comprise individuals from development, engineering, product management. Level 4 Support: This support level is normally provided by the Vendor of the product. Third level support teams are responsible for the management of the Level 4 support governed by underpinning contract. Example: Antares, Microsoft Page 9 24/04/2012
10 Whilst IT at UNSW provides this service the following pages reflect what organisational/functional units are involved in delivering and maintaining this service. Supplier management is included if the service relies on a third party. First Level Support - Service Centre General Description Detailed Inclusions and Exclusions Contacting this Support Service End User Terminal is a core service provided to the University community by IT at UNSW and is managed through service support structure and processes. All Incidents and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1 st level support and facilitate 2 nd and 3 rd level technical/functional support where necessary. Inclusions Incident and Service Request logging Password reset Provide first level support for related Incidents and requests General enquiries Escalates to level 2 support if required Exclusions Any incident / enquiry requiring knowledge of the functionality of the End User Terminal are escalated to Level 2 support The IT Service Centre can be contacted on The IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays. Saturday & Sunday 11:00am to 2:00pm More information can be found at: Second Level Support Faculty IT General Description Inclusions and Exclusions This team provides second level support for Non SOE client related requests and incidents Inclusions Exclusions Non-SOE client related incidents and requests SOE client related Incident and requests Page 10 24/04/2012
11 Second Level Support Desktop Support General Description Inclusions and Exclusions This team provides second level support for SOE client related requests and incidents Inclusions Exclusions SOE client related incidents and requests Non-SOE client related Incident and requests Third Level Support Winplatform General Description Inclusion and exclusions Provides operational support for this service and the supporting infrastructure. The team is the primary technical support group that will resolve 3rd level incidents or problems with the service. The team will liaise with specific SME s to ensure a highly available service offering throughout the life of the service. Inclusions Operating System installation, configuration and patching Database administration and support Server patching Maintenance of underlying Infrastructure Operational support, monitoring and tuning Raise change management requests Escalation to 4th level support Service Management Office (SMO) IT Customer Services General Description Detailed Inclusions and Exclusions The SMO provides general service management overview. Inclusions Incident and problem management Provide reports on service requests and incidents Provide reports against Service Level Targets (SLTs) Maintain Service Definition document Change management Knowledge management Page 11 24/04/2012
12 End User Terminal Service RACI matrix Below is the RACI Matrix for critical elements of this service and the teams that deliver this service. RACI stands for: Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly. Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this. Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out. Informed: Is defined as the person(s) who need to be informed about the prescribed activity High level task Service group Description WinPlatform Desktop Support Faculty IT Service Centre SMO Owns the service R R,C R,C R,C A,R Is the primary contact/custodian for the end to end service and its performance. Provide operational support of the End User Terminal service Manage the process of Requests/Incidents (IMAC*) through to resolution. C C R R A R Provides operational support for this service and the supporting infrastructure. The team is the primary technical support group that will resolve 3rd level incidents or problems with the service. A,R R,C R,C R,C R,C Facilitate a solution that provides End User Terminal availability. This includes the provision of process such as change management to protect service integrity. Provides service reporting A,R C C C C Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders. Provide support for Non SOE client related requests and incidents Provide support for SOE client related requests and incidents C C A,R I C Provide second level support for Non SOE client related requests and incidents C C I A,R C Provide second level support for SOE client related requests and incidents * IMAC Install, Move, Add and Change Page 12 24/04/2012
13 End User Terminal Service Targets The service targets described in the following table relate to the End User Terminal service and are managed through the standard priority targets integrated within the CA Service Desk ticket management tool. General Description Incident Management Support Service Levels Priority Code All Incidents and Service Requests are channeled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1 st level support and escalate the call to the most appropriate UNSW 2 nd level technical support. The following priority codes are used when a call is logged with the IT Service Centre. Description 1 A major production outage, performance degradation, or instability causing significant impact to the University community. 2 A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications. 3 User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity. 4 Individual Service Request or Incident that does not impact business. Response Time The time taken for an IT at UNSW resolver to respond to the ticket. The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager. The call is logged and escalated immediately to the most suitable IT at UNSW resolver group. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Resolution Time The time in which a solution to an Incident must be implemented or a Service Request fulfilled. Within 4 standard support hours from the initial logging of the Incident or Service Request Within 8 standard support hours from the initial logging of the Incident or Service Request Within 16 standard support hours from the initial logging of the Incident or Service Request Within 40 standard support hours from the initial logging of the Incident or Service Request Support hours are Monday to Friday 9am 5pm AEST Incident Response and Resolution are as per Service Centre times (No on call support outside Monday - Friday, 9am 5pm AEST) Page 13 24/04/2012
14 End User Terminal Reporting and Charging Reporting Reports Included Report Frequency Reports Generated For Charging Charging Model Frequency Service Pricing Yes Monthly IT Directors, Service Custodian and Technical support team leader n/a n/a n/a Page 14 24/04/2012
UniWide Wireless Service
Service Definition UniWide Wireless Service Version 1.0 Signoff Name Role Signature & Date Mark Fortini Director IT Infrastructure Page 1-12/12/2011 Document Control Information Document Change History
More informationWeb Hosting: Mason Home Page Server (Jiju) Service Level Agreement 2012
Web Hosting: Mason Home Page Server (Jiju) Service Level Agreement 2012 Table of Contents 1 General Overview... 2 2 Service Description... 2 2.1 Service Scope... 2 2.1.1 Eligibility Requirements... 2 2.1.2
More informationSTANDARD (PAY AS YOU GO) PRE-PAID SUPPORT PACKAGE SERVICE LEVEL AGREEMENT
Standard Service Level Agreement STANDARD (PAY AS YOU GO) & PRE-PAID SUPPORT PACKAGE SERVICE LEVEL AGREEMENT Prepared and effective as of Monday, 5th September 2016 By Daniel Herr Director of Tech Help
More informationSchedule document N4MDM. PUBLIC Node4 limited 31/11/2018. Node4 Limited Millennium Way Pride Park Derby DE24 8HZ
Schedule document N4MDM PUBLIC Node4 limited 31/11/2018 Schedule document N4MDM This Schedule contains additional terms, Service Description & Service Level Agreement applicable to the N4 End Point Management
More informationSCHEDULE DOCUMENT N4MDM PUBLIC NODE4 LIMITED 13/07/2017. Node4 Limited Millennium Way Pride Park Derby DE24 8HZ
SCHEDULE DOCUMENT N4MDM PUBLIC NODE4 LIMITED 13/07/2017 SCHEDULE This Schedule contains additional terms, Service Description & Service Level Agreement applicable to the N4 End Point Management Service
More informationAPPLICATION DELIVERY AS A SERVICE
SERVICE DEFINITION APPLICATION DELIVERY AS A SERVICE G-CLOUD 8 Classification: Open Classification: Open ii MDS Technologies Ltd 2016. Other than for the sole purpose of evaluating this Response, no part
More informationSERVICE DEFINITION G-CLOUD 7 THALES PSN REMOTE ACCESS. Classification: Open
SERVICE DEFINITION G-CLOUD 7 THALES PSN REMOTE ACCESS Classification: Open Classification: Open ii MDS Technologies Ltd 2015. Other than for the sole purpose of evaluating this Response, no part of this
More informationMilk Support Service Level Agreement
Milk Support Service Level Agreement Document Owner: Milk (Student Planner System) Service Level Agreement (SLA) for: (CUSTOMER NAME) Revision History Version Date Contributor Modifications 1.0 May 2018
More informationPharmacy - Frequently Asked Questions
Pharmacy - Frequently Asked Questions Published October 2017 Version 4 Copyright 2017Health and Social Care Information Centre. The Health and Social Care Information Centre is a non-departmental body
More informationSfB, audio dial-in via PSTN, and recording access are included as part of the Microsoft SfB infrastructure.
SERVICE DESCRIPTION RealConnect for Office 365 On-Line and On-Premises This Service Description describes the Polycom RealConnect for Office 365 ( RCO365 ), on-line ( SFBO ) and on-premises ( SFBS ) Customer
More informationHARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL
HARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL User Guide Name Amendment Version Reviewed by. Approved by. Lisa Whimperley Initial document Peter Kane Peter Kane creation. 31/10/2017 The Hartree Centre
More informationOperating Level Agreement for NYU Login Service
Operating Level Agreement for NYU Login Service This Operating Level Agreement (OLA) documents the agreement regarding support of Single Sign-On (SSO) services for the (Partner Service), which has been
More informationService Level Agreement
General This document is a (SLA) setting out the indicative levels of services to be provided to you by Luminet. This document must be read in conjunction with our standard Terms and Conditions of Service
More information(Office 365) Service Level Expectation
Email SLE Service Overview... 2 Service Features... 2 Service Warranty... 3 Support Model... 3 Support Hours and Initial Response Times... 4 Support Request Resolution Targets... 5 Service Request Fulfillment
More informationPolicy. Business Resilience MB2010.P.119
MB.P.119 Business Resilience Policy This policy been prepared by the Bi-Cameral Business Risk and Resilience Group and endorsed by the Management Boards of both Houses. It is effective from December to
More informationSAFECOM SECUREWEB - CUSTOM PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. 2.2 Standard Service Features APPENDIX 2
APPENDIX 2 SAFECOM SECUREWEB - CUSTOM PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the Safecom SecureWeb Custom service. If you require more detailed technical information,
More informationConfiguration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity?
ITIL Foundation mock exam 3 1. Configuration Management Databases (CMDBs) and Configuration Management System (CMS) are both elements of what larger entity? A) The Asset Register B) The Service Knowledge
More information1. You should attempt all 40 questions. Each question is worth one mark.
Sample Paper D Question Booklet Multiple Choice Exam Duration: 60 minutes Instructions 1. You should attempt all 40 questions. Each question is worth one mark. 2. Mark your answers on the answer sheet
More informationCORPORATE GLOBAL ROAMING PRODUCT SPECIFICATION
CORPORATE GLOBAL ROAMING PRODUCT SPECIFICATION 1. INTRODUCTION This document contains information on the Corporate Global Roaming service. If you require more detailed technical information, please contact
More informationPage 1 of 8 ATTACHMENT H
Page 1 of 8 This is Attachment A (Statement of Work Definitions) to the Agreement between the County of Orange, CA ( County ) and Vendor. In the event of a conflict between the definitions set forth in
More informationService Description Safecom Customer Connection Version 3.5
Service Description Safecom Customer Connection Version 3.5 2006 Telecom NZ Ltd Commercial in Confidence CONTENTS 1 INTRODUCTION...3 2 SERVICE DEFINITION...3 2.1 SERVICE OVERVIEW... 3 2.2 SERVICE FEATURES...
More informationPROJECT INITIATION DOCUMENT
PROJECT INITIATION DOCUMENT Project name Email client replacement Release Approved 1.0 Date: 18 May 2006 PRINCE2 Author: Owner: Document Number: John Richards Tim Phillips ICT008-pid-01 Document History
More informationThe ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
More informationWeb-Hosting: Service Level Agreement
Web-Hosting: Service Level Agreement Aims of the Service The Web Hosting service provides an internal environment for hosting static websites or small-scale web applications. The service aims to provide
More informationService Level Agreement Research Computing Environment and Managed Server Hosting
RCE SLA 2013 Service Level Agreement Research Computing Environment and Managed Server Hosting Institute for Quantitative Social Science (IQSS) and Harvard- MIT Data Center (HMDC) August 1, 2013 1. Overview
More informationTechnical Consultant. Job Title Technical Consultant. Department Service Department. Reporting to Service Manager
Technical Consultant Job Title Technical Consultant Department Service Department Reporting to Service Manager Our Company Wanstor is an IT Solutions Company celebrating their 16 th year in business. The
More informationService Level Agreement
Service Level Agreement General This document is a Service Level Agreement (SLA) setting out the levels of services to be provided to you by Luminet. This document must be read in conjunction with our
More informationJT BUSINESS CONTINUITY VOICE RE-ROUTING
Application form and Service Description for JT BUSINESS CONTINUITY VOICE RE-ROUTING Site name Account no Copies held by 1 (the "Customer") Customer name 2. JT 24/7 Team Supervisor Hosting Services Engineers
More informationLuminet - Service Level Agreement
Service Level Agreement General This document is a Service Level Agreement (SLA) setting out the levels of services to be provided to you by Luminet. This document must be read in conjunction with our
More informationConnect Support Request Guide
Connect Support Request Guide Version 2.0 January 2016 TABLE OF CONTENTS INTRODUCTION... 3 SECTION ONE CHANNELS FOR SUBMITTING CONNECT SERVICE REQUESTS... 5 Channels for all Connect Users... 5 Recommended
More informationGuidance for IT staff on priorities to be used when logging incidents.
Information Technology IT Incident Criteria Guidance for IT staff on priorities to be used when logging incidents. Version Control... 2 Introduction... 3 Definitions (ITIL)... 3 Response time... 3 Resolution
More informationStatement of Work IBM Support Services IBM Essential Care Service - Acquired from an IBM Business Partner -
IBM Switzerland Ltd Statement of Work IBM Support Services IBM Essential Care Service - Acquired from an IBM Business Partner - Edition: December 2015 1. Subject The subject of the Service is the provision
More informationBT Assure Cloud Identity Annex to the General Service Schedule
1 Defined Terms The following definitions apply, in addition to those in the General Terms and Conditions and the General Service Schedule of the Agreement. Administrator means a Customer-authorised person
More informationITIL. Change Manager. ITSM Academy
ITIL V3 Roles and Responsibilities Change Manager 1 About ITSM Academy Certified Woman Owned Business Accredited ITSM Education Provider ITIL Foundation/Bridge, V3 Capability, V2 Practitioner, Service
More informationVersion v November 2015
Service Description HPE Project and Portfolio Management on Software-as-a- Service Version v2.0 26 November 2015 This Service Description describes the components and services included in HPE Project and
More informationSchedule Document. Managed Firewall Services. Public. Node4 Limited 10/12/2010
Schedule Document Managed Firewall Services Public Node Limited 0//00 Node Limited Millennium Way Pride Park Derby DE 8HZ Tel: 08 3 fax: 08 3 info@node.co.uk www.node.co.uk SCHEDULE Additional terms, Service
More informationSCHEDULE DOCUMENT MANAGED FIREWALL SERVICES PUBLIC NODE4 LIMITED 17/07/2017
SCHEDULE DOCUMENT MANAGED FIREWALL SERVICES PUBLIC NODE LIMITED 7/07/07 SCHEDULE DOCUMENT MANAGED FIREWALL SERVICES Additional terms, Service Description & Service Level Agreement for the Managed Firewall
More information2. DEFINITIONS The words and phrases used in this SLA shall have the following meanings assigned to them:
ATTACHMENT B SERVICE LEVEL AGREEMENT 1. RECORDAL The purpose of this SLA is to record the service levels that the CLIENT and INTARGET must achieve to ensure that Service Users have a positive experience
More informationVersion v November 2015
Service Description HPE Quality Center Enterprise on Software-as-a-Service Version v2.0 26 November 2015 This Service Description describes the components and services included in HPE Quality Center Enterprise
More informationSenior Technical Consultant
Senior Technical Consultant Department Service Department Reporting to Service Manager Our Company Wanstor is an IT Solutions Company celebrating their 16 th year in business. The company has grown year
More informationGÉANT Open Service Description. High Performance Interconnectivity to Support Advanced Research
GÉANT Open Service Description High Performance Interconnectivity to Support Advanced Research Issue Date: 20 July 2015 GÉANT Open Exchange Overview Facilitating collaboration has always been the cornerstone
More informationRequest for Proposal Technology Services, Maintenance and Support
Maintenance and Support April 26 th, 2018 Request for Proposal Technology Services, Maintenance and Support Celerity Schools Louisiana Inc. is seeking an IT consulting firm to manage Maintenance of our
More informationAppendix 3 Central Matching Service ElectronicRegulatory Reporting
Appendix 3 Central Matching Service ElectronicRegulatory Reporting Service Definition Service Definition Electronic Regulatory Reporting (err) is a subset of the services offered by the CentralMatching
More informationIT Service Level Agreement
The Glasgow School of Art IT Service Level Agreement September 2016 Policy Control Title IT Service Level Agreement Date Approved Sep 2016 Approving Bodies Executive Group Implementation Date September
More informationHPE Proactive 24 Service
Data sheet HPE Proactive 24 Service Support Services HPE Proactive 24 Service is an integrated hardware and software support solution that combines technical assistance with proactive account services
More informationEllipse Support. Contents
Ellipse Support Ellipse Support Contents Ellipse Support 2 Commercial In Confidence 3 Preface 4 Mission 5 Scope 5 Introduction 6 What do you need to know about tuning and configuration? 6 How does a customer
More informationICT Priority 1 Incident Handling
ICT Priority 1 Incident Handling Target Audience Target Audience All Staff Version 1.0 October 2016 Ref. Contents Page 1.0 Introduction 4 2.0 Purpose 4 3.0 Objectives 4 4.0 Process (09:00 hrs -17:00 hrs)
More informationWHITE PAPER- Managed Services Security Practices
WHITE PAPER- Managed Services Security Practices The information security practices outlined below provide standards expected of each staff member, consultant, or customer staff member granted access to
More informationService Description CloudCore
CloudCore TITLE: CloudCore DOCUMENT REF NO: QMS REC117 DESCRIPTION: Service description for the CloudCore service. OWNER / AUTHORITY: QMS / ISMS DOCUMENT CROSS REFERENCE: Director of Product and Service
More informationMagento Enterprise Edition Customer Support Guide
Magento Enterprise Edition Customer Support Guide April 2017 magento.com/support 2017 Magento, Inc. All rights reserved. Thank You for using Magento Enterprise Edition Customer support is a vital part
More informationGÉANT Open Service Description. High Performance Interconnectivity to Support Advanced Research
GÉANT Open Service Description High Performance Interconnectivity to Support Advanced Research Issue Date: 1 November 2017 GÉANT Open Exchange Overview Facilitating collaboration has always been the cornerstone
More informationPTS Customer Protection Agreement
PTS Customer Protection Agreement Revised: July 26, 2017 Thank you for choosing as your IT provider. Customer s Network environments with the most success have an in-house Network Administrator or someone
More informationJT DISASTER RECOVERY TELEPHONY DATA STORE and HOLD SERVICE
Jersey Application form and Service Description for JT DISASTER RECOVERY TELEPHONY DATA STORE and HOLD SERVICE : Account no: Copies held by 1 (the "Customer") 2. JT Hosting Services Application for Service
More informationNUANCE TECHNICAL SUPPORT PROCESS APPLICATION SUPPORT
26 th, November 2018 NUANCE TECHNICAL SUPPORT / Version 2.6 1 NUANCE TECHNICAL SUPPORT PROCESS APPLICATION SUPPORT 2002 2019 Nuance Communications, Inc. All rights reserved 26 th, November 2018 NUANCE
More informationTechnical Support Guide. ADVANTAGE Hosted Environment
Technical Support Guide ADVANTAGE Hosted Environment September 2011 Table of Contents Contents Wizmo Support Contact Information... 1 Accessing ADVANTAGE Support Desktop... 2 Wizmo Support Set... 3 Shadowing
More informationClearswift Managed Security Service for
Clearswift Managed Security Service for Email Service Description Revision 1.0 Copyright Published by Clearswift Ltd. 1995 2019 Clearswift Ltd. All rights reserved. The materials contained herein are the
More informationSERVICE DESCRIPTION MANAGED BACKUP & RECOVERY
Contents Service Overview.... 3 Key Features... 3 Implementation... 4 Validation... 4 Implementation Process.... 4 Internal Kick-Off... 4 Customer Kick-Off... 5 Provisioning & Testing.... 5 Billing....
More informationEX0-101_ITIL V3. Number: Passing Score: 800 Time Limit: 120 min File Version: 1.0. Exin EX0-101
EX0-101_ITIL V3 Number: 000-000 Passing Score: 800 Time Limit: 120 min File Version: 1.0 http://www.gratisexam.com/ Exin EX0-101 ITIL Foundation V 3.0 & ITIL Foundation Version: 8.0 Exin EX0-101 Exam Topic
More informationaddendum Uptime Cisco customer interactive solutions
addendum Uptime Cisco customer interactive solutions What makes Uptime tick? Uptime is made up of a number of service elements, which all work together to minimise downtime and assure business continuity.
More informationService Level Agreement Domain Registration Services
Domain Registration Services 15 th March 2016 Not just another IT company Why? Because we think, react and deliver differently. Advise, Build, Support & Protect. It s what we do best, simple as that. We
More informationHours of Operation Technical assistance will be provided by telephone or , Monday through Friday, 08:00 AM to 18:00 PM EST (GMT -5).
ADLIB SOFTWARE MAINTENANCE POLICY The Adlib Software Maintenance Policy describes the features of the Adlib Software Maintenance offering and the terms under which it is provided. Terms of the Adlib Software
More informationTable of Contents. Page 1 of 6 (Last updated 27 April 2017)
Table of Contents What is Connect?... 2 Physical Access Controls... 2 User Access Controls... 3 Systems Architecture... 4 Application Development... 5 Business Continuity Management... 5 Other Operational
More informationService Level Agreement (SLA) for The Texas State University System Office
Service Level Agreement (SLA) for The Texas State University System Office By Technology Resources Texas State University San Marcos Effective Date: January 01, 2008 Version Version Date Revision / Description
More informationSOP Unplanned Outages/Major Incidents
Table of Contents Definitions... 2 Incident... 2 Declaring... 2 Incident Levels... 3 Priority 1... 3 Priority 2... 3 Priority 3... 3 Priority 4... 3 Mission Critical Services... 3 Authentication... 3 Computer
More informationSolution Pack. Managed Services Virtual Private Cloud Security Features Selections and Prerequisites
Solution Pack Managed Services Virtual Private Cloud Security Features Selections and Prerequisites Subject Governing Agreement DXC Services Requirements Agreement between DXC and Customer including DXC
More informationMAPP DIGITAL TECHNICAL SUPPORT MANUAL AND OPERATIONAL PROCEDURES
This document replaces our previous Customer Service Support Guide and Technical Support policies MAPP DIGITAL TECHNICAL SUPPORT MANUAL AND OPERATIONAL PROCEDURES This document presents how the Mapp Digital
More informationInformation Security Controls Policy
Information Security Controls Policy Classification: Policy Version Number: 1-00 Status: Published Approved by (Board): University Leadership Team Approval Date: 30 January 2018 Effective from: 30 January
More informationMyCloud Computing Business computing in the cloud, ready to go in minutes
MyCloud Computing Business computing in the cloud, ready to go in minutes In today s dynamic environment, businesses need to be able to respond quickly to changing demands. Using virtualised computing
More informationDOE Intranet Quick Reference Getting Started
DOE Intranet Quick Reference Getting Started How do I get to the DOE Intranet? DOE employees can access the DOE intranet two ways: 1) Go directly to the DOE intranet using the following address: https://intranet.hawaiipublicschools.org/
More informationPretaGov Australia SaaS Hosting with Fully Managed Services, Support and Maintenance
PretaGov Australia SaaS Hosting with Fully Managed Services, Support and Maintenance Introduction to PretaGov PretaGov operates a Government Community Plone CMS (content management system) SaaS Cloud exclusively
More informationModule 6: Functions. ITIL Foundation v V1. Reader s Note QAI India Ltd. I
ITIL Foundation v 2011 - V1 Module 6: Functions Reader s Note 2012 QAI India Ltd. I 9 ITIL Foundation v 2011 - V1 Module 6: Functions Reader s Note 2012 QAI India Ltd. I 10 ITIL Foundation v 2011 - V1
More informationInformation Security Data Classification Procedure
Information Security Data Classification Procedure A. Procedure 1. Audience 1.1 All University staff, vendors, students, volunteers, and members of advisory and governing bodies, in all campuses and locations
More informationI. PURPOSE III. PROCEDURE
A.R. Number: 2.11 Effective Date: 2/1/2009 Page: 1 of 5 I. PURPOSE This policy outlines the procedures that third party organizations must follow when connecting to the City of Richmond (COR) networks
More informationIM Misrouted Ticket Process
Purpose: The purpose of this document is to define the process and tasks associated when a Tier 2/3 team is assigned a ticket by the Service Desk that is not their responsibility. The goals of this process
More informationMaintenance Plan MAINTENANCE PLAN JOLA USA. 68 Jay Street Brooklyn, New York JolaUSA.com.
Maintenance Plan 1 Bridging the Gap JOLA USA 68 Jay Street Brooklyn, New York 11201 agalante@jolausa.com JolaUSA.com MAINTENANCE PLAN Maintenance Plan 2 About We allocate a set number of hours per month,
More informationTELUS Cloud Contact Centre (TC3) Customer Care Guide
Customer Care Guide May 2018 Table of Contents... 1 INTRODUCTION... 3 CONTACTING TELUS... 4 Reporting Technical Service Issues... 4 Repair Ticket Severity Levels and Response Target... 5 Requesting Moves/Adds/Changes
More informationJ-Care Agility Services Advanced Options
J-Care Agility Services Advanced Options Focused Technical Support Services Description Table of Contents 1. Introduction...2 2. Eligibility and Purchasing...2 3. Service Features and Deliverable Description...2
More informationITIL Foundation. Processexam.com. Exam Summary Syllabus Questions
ITIL Foundation Processexam.com Exam Syllabus Questions Table of s Key to success in ITIL Foundation Exam... 2 ITIL Foundation Certification Details:... 2 ITIL Foundation Exam Syllabus:... 2 ITIL Foundation
More informationService Offering: Outsourced IdM Administrator Service
Service Offering: Outsourced IdM Administrator Service 2016 Hitachi ID Systems, Inc. All rights reserved. Contents 1 Introduction 1 2 The Outsourced IdM Administrator Service 1 2.1 Hitachi ID Systems and
More informationTECHNOLOGY SUPPORT SERVICE LEVEL AGREEMENT
TECHNOLOGY SUPPORT SERVICE LEVEL AGREEMENT Statement of Intent The Information Technology Center (MVECA) and school district mutually agree that this Service Level Agreement (SLA) documents school technology
More informationPublic Safety Canada. Audit of the Business Continuity Planning Program
Public Safety Canada Audit of the Business Continuity Planning Program October 2016 Her Majesty the Queen in Right of Canada, 2016 Cat: PS4-208/2016E-PDF ISBN: 978-0-660-06766-7 This material may be freely
More informationStruxureWare TM Data Center Operation Periodic Maintenance. Statement Of Work. 2.0 Features & Benefits
- 1 - StruxureWare TM DC Operation Periodic Maintenance Service Integration Service Statement Of Work 1. Executive summary StruxureWare TM Data Center Operation Periodic Maintenance Table of Contents 1.0
More informationRemedyForce Self Service Portal. A Guide for Customers
RemedyForce Self Service Portal A Guide for Customers Page 1 of 11 Welcome to the new Tribal Remedy Self Service Portal. RemedyForce is an IT Service Management (ITSM) offering that supports ITIL best
More informationSolution Pack. Managed Services Virtual Private Cloud Managed Database Service Selections and Prerequisites
Solution Pack Managed Services Virtual Private Cloud Managed Database Service Selections and Prerequisites Subject Governing Agreement Term DXC Services Requirements Agreement between DXC and Customer
More informationCommunication and escalation document
Communication and escalation document \ General Copyright 2018, Netlink B.V. Utrecht, Netherlands. All rights reserved. Axians is the tradename of Netlink B.V. Index 1 Introduction... 3 2 Definitions of
More informationMarine Institute Job Description
Marine Institute Job Description Position Contract Service Group Location Temporary Systems Administrator Team Leader Temporary Specified Purpose contract for a duration of up to 3 years Ocean Science
More informationQumu Support and Maintenance Service Agreement
Qumu and Maintenance Service I. Scope: A. Services: Qumu, Inc. ( QUMU ) will provide technical assistance, software maintenance and support services (collectively Services as described in section II below)
More informationDISASTER RECOVERY PRIMER
DISASTER RECOVERY PRIMER 1 Site Faliure Occurs Power Faliure / Virus Outbreak / ISP / Ransomware / Multiple Servers Sample Disaster Recovery Process Site Faliure Data Centre 1: Primary Data Centre Data
More informationCompany X. Outsourced Information Technology Services for Desktop and LAN Services. Managed Services Monthly Management Report.
Company X Outsourced Information Technology Services for Desktop and LAN Services Version Status Editor Creation Date Release Date Managed Services Monthly Management Report May 20xx 1 EXECUTIVE SUMMARY...
More informationNJC SP ( 22,658-25,951) plus final salary scheme pension.
Job Description POST: RESPONSIBLE TO: SALARY: KEY RELATIONSHIPS: LOCATION: WORKING PATTERN: DISCLOSURE: JOB PURPOSE: 2 nd Line Support Technician IT Service Desk Manager: Oasis Centre NJC SP 25-29 ( 22,658-25,951)
More informationManaged Security Services - Endpoint Managed Security on Cloud
Services Description Managed Security Services - Endpoint Managed Security on Cloud The services described herein are governed by the terms and conditions of the agreement specified in the Order Document
More informationSisu Super Computing Service Service Level Agreement
Sisu Super Computing Service Service Level Agreement 1. General This Service Level Agreement (hereafter called SLA) is made between the customer, Sisu Super Computing Service user and the service provider,
More informationUser Reference Guide
LEARNING CENTRE http://lms.toyota.com.au User Reference Guide Page 1 Learning Centre User Overview Reference Guide Last Modified 23/07/10 2010 Toyota Institute Australia. All rights reserved. All brand
More informationAccess Control Policy
Access Control Policy Version Control Version Date Draft 0.1 25/09/2017 1.0 01/11/2017 Related Polices Information Services Acceptable Use Policy Associate Accounts Policy IT Security for 3 rd Parties,
More informationVMware vcloud Air SOC 1 Control Matrix
VMware vcloud Air SOC 1 Control Objectives/Activities Matrix VMware vcloud Air goes to great lengths to ensure the security and availability of vcloud Air services. In this effort, we have undergone a
More informationIT Managed Services. Schedule 1 Specification 11/07/18
` IT Managed Services Schedule 1 Specification 11/07/18 IT Managed Service ITT Schedule 1 Specification Table of Contents 1.0 Introduction... 2 1.1 Overview... 2 2.0 Scope... 2 3.0 Vendor Response Requirements...
More informationREPORT 2015/149 INTERNAL AUDIT DIVISION
INTERNAL AUDIT DIVISION REPORT 2015/149 Audit of the information and communications technology operations in the Investment Management Division of the United Nations Joint Staff Pension Fund Overall results
More informationSERVICE DESCRIPTION MANAGED FIREWALL/VPN
Contents Service Overview.... 3 Key Features... 3 Service Features... 3 Responsibilities... 5 Additional Services.... 5 Implementation... 6 Validation... 6 Implementation Process.... 6 Customer Kick-Off...
More informationl i P a g e Service Level Commitment Infinity TXT mobile marketing solutions (ITMMS): Updated February 2010 Service Level Commitment 1.
Infinity TXT mobile marketing solutions (ITMMS): Updated February 2010 Service Level Commitment 1. Service Levels 1.1 Infinity TXT mobile marketing solutions (ITMMS) offers the commitment of maintaining
More informationWAN/MPLS SLA Fault Reporting
WAN/MPLS SLA Fault Reporting How to report a fault to us Call: 0 550 - Option, Option 5 Email: fixedlinefaults@onecom.co.uk We ll need the below information to log your fault: Company name and your name
More information