Managed Services OVERVIEW

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Philip Melvyn Marshall
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1 Managed Services OVERVIEW

overview 24/7 Support Services Tailored for large and small businesses MANAGED SERVICES 3 MONITORING AND ALERTING SERVICE 4 SUMMARY 4 DESCRIPTION 4 MONITORING 4 ALERTING 4 RESPONSIBILITY MATRIX 4

2 overview 24/7 Support Services Tailored for large and small businesses MANAGED SERVICES 3 MONITORING AND ALERTING SERVICE 4 SUMMARY 4 DESCRIPTION 4 MONITORING 4 ALERTING 4 RESPONSIBILITY MATRIX 4 EXTENDED HELPDESK 5 SUMMARY 5 DESCRIPTION 5 RESPONSIBILITY MATRIX 5 SERVER PATCHING 6 SUMMARY 6 DESCRIPTION 6 NETWORK MANAGEMENT 7 SUMMARY 7 DESCRIPTION 7 RESPONSIBILITY MATRIX 7 COMBINING THESE SERVICES 8 Proactive response prevents service issues Ensure compliance with server patching Reduce internal effort on mundance tasks Improve user productivity QMS DOC REF: QMS REC 76, VERSION NUMBER: 1.0, PUBLISH DATE: 09/02/2016. info@ 2

3 managed services This document provides details of the managed services that Calligo provide. These have been designed to complement our existing Helpdesk service. They are as suitable for small organisations that have no internal IT staff as they are for large organisations. This document describes the following services: Monitoring. 24/7 monitoring of devices, networks and services. Includes options for alerting, escalation and management of incidents. Extended Helpdesk. Extends the existing Helpdesk service so that it becomes the one-stop service for all your staff and all products and services even if they are not provided by Calligo. Server patching. Monthly patching of all your Windows & Linux servers. Ensures that your whole infrastructure is protected from vulnerabilities. Network management. Configuration management and software patching for your network devices. These services are additional to the following services that are provided within other Calligo offerings: Web proxy support. Using Trend Micro s web security product we defend your organisation by restricting your staff s access to malicious sites. You can restrict and/or log access to non-business sites. Anti-malware. An optional service to apply Trend Micro s Deep Security to your hosted servers. Includes monitoring, updating, quarantining and release. Please refer to our website for further information on these services. info@

4 monitoring and alerting service SUMMARY Using our 24/7 network operations centre we can monitor the availability and performance of your network, servers and other devices. There are two variants of the service. Within the Standard service we monitor and inform you when we see an alert condition. With the Enhanced service we investigate the alert, will raise a ticket on the appropriate supplier and manage the incident to closure. DESCRIPTION Calligo s cloud services are extensively monitored as standard. We monitor the physical infrastructure, the virtual environment that deliver our cloud services and all of the hosted services that we provide such as CloudDesk and CloudMail. These optional services build on Calligo s standard monitoring service and extend these to cover the client s operating environment. Examples of devices that can be monitored are virtual servers including websites and underlying services, network devices (physical or virtual) and communication circuits. MONITORING Calligo s service is a fully managed offering that extends monitoring into the client s domain. It uses world class, third party, tools such as PRTG & Xangati that can be customised to provide a bespoke service that precisely meets the demands of the organisation. Multiple sensor types are available that can monitor the most extensive range of services: Over 200 sensor types for all common network services including: HTTP, Ping, Port and SNMP Bandwidth monitoring; Cisco, IPFIX, jflow, Netflow, Packet sniffer and more Web services; Apache, download time, IIS performance, transaction monitoring and more Windows WMI; including IIS, AD, Exchange, SharePoint, SQL Server and more Linux, Unix and OS X Virtual servers (outside of Calligo s cloud); AWS, Citrix, Hyper-V, VMware and more Mail services including Exchange services Database services; MS SQL, MySQL, Oracle and more. Having identified the root cause Calligo will raise a ticket with the appropriate third party supplier in this case that could be a Telco or Cisco. Calligo will manage the ticket to resolution providing the Client with updates throughout. In order to use the Enhanced service the Client must maintain up to date maintenance and support services with their third party suppliers and Calligo must have a catalogue of those and delegated authority to raise and manage tickets on behalf of the Client. During the setup of this service a service catalogue is created with details of all of the Client s suppliers, contact details, maintenance contracts and SLA targets. RESPONSIBILITY MATRIX Calligo/ Standard Calligo/ Enhanced Client Definition of services to be monitored Standard threshold alerting Define and customise thresholds and alerts Configuration and setup of monitors Advise client of alert condition. Warning condition by . Error by text and/or . Calligo to investigate alert and escalate to client and/or third party supplier using Client supplied process Advise client of alert condition. Warning condition by . Error by text, and/or phone. Manage incident to closure Remediation of incident is client, or their third party supplier, responsibility Remote probe hosting ALERTING The monitoring service provides automated alerts. These are configured to give warning messages as well as alarms when a service is not operating. For example, if the utilization of a disk volume is being monitored the service may give a warning alert at 80% utilization and an error alert at 90% utilization. The Good, Warning and Error values are pre-defined in the Standard service but can be customised within the Enhanced service. In the Standard service the Client receives automated alerts via text or . It is the Client s responsibility to respond to the alerts. In the Enhanced service Calligo will respond to the alert and follow a pre-agreed set of steps. For example, if a failure of a network connection is identified by the monitoring then Calligo s support team will investigate to identify the root cause. That could be a number of factors such as a circuit failure or a network device (e.g. a switch or router) malfunctioning. info@ 4

5 extended helpdesk SUMMARY Designed for Calligo clients that use CloudDesk. Provides a service that is typically delivered by an in-house IT Helpdesk. This includes the ability of every one of the Client s staff to contact the Helpdesk which will then handle all IT related queries. DESCRIPTION Calligo s Extended Helpdesk operates 24/7. Any client staff member can raise a ticket either by telephoning or on-line. The regular Helpdesk service is available to selected users and only handles incidents that are directly related to Calligo s services. But the Extended Helpdesk will support all IT issues and take calls from all users in the client organisation. The Helpdesk will investigate the ticket, which could be an incident or a service request. Where possible they will resolve the issue but if necessary they will raise a support call with a third party supplier such as a network operator or printer supplier. They will manage the ticket to closure including following any escalation procedures that have been agreed between the client and their supplier. The Extended Helpdesk service gives every CloudDesk user access to a high quality support service that is available around the clock to help with any IT issue. It is a requirement of the Extended Helpdesk that Calligo s Standard Monitoring service is also used. This means that the Helpdesk will have visibility of the Client s infrastructure and services which is essential to allow investigation of an incident. RESPONSIBILITY MATRIX Calligo/ Standard Helpdesk Calligo / Enhanced Helpdesk Client Named users only can call Helpdesk All users can call Helpdesk Helpdesk handles issues with Calligo services Helpdesk can handle all IT issues Helpdesk available 24/7 Helpdesk to investigate and manage 3rd party incidents Client to use Standard Monitoring service Client to maintain service contracts with 3rd parties and delegate invocation rights to Calligo info@ 5

6 server patching SUMMARY Provides regular updating of Windows and Linux servers. Ensures that the client s virtual server environment is protected and compliant. DESCRIPTION Even in the largest of organisations the patching of servers is often overlooked, or undertaken in an unstructured manner. Typically, this can be because of lack of internal IT resource, the challenge of patching services outside of operational hours and the demands of more urgent work. This Calligo service ensures that the supplier s monthly patches are installed in a timely fashion. As well as being best practice as it protects the IT environment from malicious attack it is, in many organisations, a compliance requirement. Calligo will apply regular updates on a monthly cycle and emergency patches as defined by the operating system supplier; Microsoft, Red Hat, etc. A typical update cycle will be to apply the patches to non-production servers first, e.g. test, development, etc. After successful client testing the patches are then applied in production. The timetable is always agreed in advance with the client and updates can be applied at times to suit operational requirements including weekends & evenings. Calligo Client Definition of patching requirements. Agree schedule including use of Group Policy Application of scheduled patches Testing of business applications and other services One off or emergency patches Installation & configuration of software tools to control patching (WSUS, etc.) Provision of server(s), etc for above info@ 6

7 network management SUMMARY This is an additive service to the monitoring and alerting service. In addition to monitoring the health of a network, circuits and devices, Calligo will manage the devices. This includes configuration management, change management and software/firmware patching. DESCRIPTION A reliable network underpins every modern IT system. This service ensures that the health of your network is maintained. When changes are required they are documented, planned and tested. Calligo will support Cisco & Arista devices. We can monitor other manufacturer s equipment but because of the specialist knowledge needed we only offer this fully managed service for these two leading suppliers. RESPONSIBILITY MATRIX Monitoring of network and devices (Calligo s Standard Monitoring Service) Investigate alerts and faults Invoke support from 3rd parties, e.g. Cisco support, telco engineering, etc. Support contracts with 3rd parties, e.g. Cisco, telco, etc. Delegated rights for Calligo to invoke 3rd party support. Configuration of changes Network change management managed through Calligo s change board Software/firmware patching for critical security updates Calligo Client info@ 7

8 combining these services The graphics below shows how the services can be combined. In most cases the services are independent but in a few cases one service is dependent on another or they are mutually exclusive. For example, Standard Monitoring is a subset of Enhanced Monitoring and the two services cannot be combined. Or, the Extended Helpdesk requires the Standard Monitoring service. The combination of these two services provide features similar to the Enhanced Monitoring service which means that the Extended Helpdesk and Enhanced Monitoring service cannot be combined. STANDARD MONITORING ENHANCED MONITORING Extended Helpdesk Server Patching Network Management Standard Monitoring Extended Helpdesk Server Patching Network Management EXTENDED HELPDESK SERVER PATCHING NETWORK MANAGEMENT Enhanced Monitoring Server Patching Network Management Standard Monitoring Enhanced Monitoring Extended Helpdesk Network Management Enhanced Monitoring Extended Helpdesk Server Patching * Standard Monitoring package required * Standard Monitoring package required info@ 8

SERVICE SCHEDULE MANAGED DATABASE

SERVICE SCHEDULE MANAGED DATABASE This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under a Contract