MANAGED SUPPORT SERVICES SCHEDULE
1. DEFINITIONS
1.1. For the purposes of this Services Schedule, the following definitions shall operate in addition to and supplementary to those contained in the MSA, and ought to be read as if specifically incorporated therein:
1.1.1. “Agent” shall mean the software agent which is required to be installed on all Devices of the Client in order that the RMM may be effective; 1.1.2. “Change” shall mean the requests that a Client may make regarding the
Services, which shall comprise either major or minor changes, as set out more fully in clause 7 below;
1.1.3. “Devices” means either/and laptops, desktop computers and servers; 1.1.4. “MSA” means the Master Services Agreement which is entered into by and
between the Parties simultaneously herewith;
1.1.5. “Plus Support” means the Support as provided by the Service Provider on certain of the Devices as set out in clauses 5.2 and 5.5 below;
1.1.6. “Pro Support” means the Support as provided by the Service Provider on certain of the Devices as more fully set out in clauses 5.2 and 5.4 below; 1.1.7. “Proactive Support” means the RMM, which system monitors Devices
and either repairs any errors automatically, alternatively submits an alert in order that an issue may be resolved;
1.1.8. “Proposal” means the proposal to which this Services Schedule is annexed or to which the Proposal otherwise makes reference to, and which sets out, among other things, the exact nature of the Services required to be rendered, coupled with the cost in respect thereof;
1.1.9. “Reactive Support” means Support as provided by the Service Provider as and when a support request is logged by a Client;
1.1.10. “RMM” means the remote monitoring and management tool utilised in the provision of certain of the Services;
1.1.11. “Services” means the managed Support services, which include Proactive Support and Reactive Support services consisting of the Pro Support and Plus Support service levels, the specific components of which are recorded in the Proposal;
1.1.12. “Services Schedule” means this document, which may be one of a series of Service Schedules, which is annexed to the Proposal; and
1.1.13. “Support” means collectively the various forms of support as provided by the Service Provider to a Client in respect of the Devices.
1.2. In addition to the aforegoing, terms which are capitalised herein, but which have not been defined in clause 1.1 above, shall bear the same meaning as in the MSA. 1.3. Capitalised terms defined herein, but which also appear in the MSA, shall bear the
meaning as defined herein. 2. INTRODUCTION
2.1. This Services Schedule is to be read with, and is subject to, the provisions of the MSA, and the Proposal to which this Services Schedule is annexed. The Services
Schedule is designed to define the Services to be rendered to the Client by the Service Provider.
2.2. This Services Schedule is the basis on which the Service Provider will perform the Services to the Client.
2.3. This Services Schedule may be coupled with any number of other Services Schedules as required for all Services to be rendered to the Client.
3. NATURE OF THE SERVICES
3.1. The Services provided for in this Services Schedule serve to ensure that the Devices are, to the best of the Service Provider’s ability, kept updated and performing to their required capacity.
4. CLIENT RESPONSIBILITIES
4.1. In the provision of the Services the Client undertakes to ensure that all warranties, and where applicable, licenses are current in respect of all Devices to which the Services pertain.
4.2. In the event of a warranty in respect of a Device having expired, the Service Provider cannot be expected to provide any support that would exceed that covered in a standard manufacturer warranty.
4.3. The Client further undertakes that:
4.3.1. the firewall license is kept current with the warranty in respect of a Client owner firewall being in effect at all times;
4.3.3. it shall maintain all anti-virus and anti-spyware licenses together with support for all Devices;
4.3.4. all backup software licenses and the appropriate manufacturer support shall be maintained by it;
4.3.5. it undertakes to use only genuine, licensed and vendor supported software on the Devices;
4.3.6. it shall use only secure and encrypted wireless data traffic in respect of the Devices;
4.3.7. it shall maintain vendor line of business application support at all times; and
4.3.8. it shall notify the Service Provider of any changes initiated by it in respect of the Devices for which the Services are provided.
5. PRO SUPPORT AND PLUS SUPPORT
5.1. Pro Support is available to the Client in respect of all Devices, whereas Plus Support is available in respect of laptops and desktop computers only (“Workstations”). 5.2. The Services as set out below apply to both Pro Support and Plus Support:
5.2.1. Asset Information:
5.2.1.1. This is a Service performed on a daily basis by means of the Agent scanning and collecting hardware and software inventory on the Devices and reporting this to the Service Provider’s asset database.
5.2.2.1. This is the automated monitoring of the antivirus application on the Devices. The Service Provider can either monitor the antivirus results on behalf of the Client, alternatively both monitor and manage same depending on what has been recorded in the Proposal.
5.2.3. Backup Monitoring:
5.2.3.1. This shall be for the purposes of ensuring that backups are performed regularly and are completed. The Service Provider can either monitor the backups on behalf of the Client, alternatively both monitor and manage same depending on what has been recorded in the Proposal. 5.2.4. Hardware Firmware Upgrades -
5.2.4.1. This shall encompass monitoring for any firmware updates as recommended by the vendor that may be required in order to ensure that the Device is operating at required capacity.
5.2.5. Basic Health Monitoring:
5.2.5.1. This covers CPU (central processing unit) monitoring, memory and disk space monitoring, together with ensuring that the Windows services are operating correctly. Additional health monitoring services may be requested and provided to a Client at an additional cost should these services need to be developed.
5.2.6.1. This occurs on a continual basis, and takes the form of Microsoft patching. Should third party patching be required, this may be attended to upon request. Patches shall be rolled out to Clients within 14 (fourteen) to 21 (twenty one) days after same having been released by Microsoft in order to allow the Service Provider sufficient time to test such patches internally.
5.2.7. Remote Support:
5.2.7.1. This shall be provided by way of an RMM which is utilised to perform automated tasks on a Client’s Device. In order for the RMM to be effective, an Agent is required to be installed on the Client’s network to be used on each Device.
5.2.7.2. The Client shall inform the Service Provider of how many Devices shall be linked to the network and have access to the RMM, failure to do so may result in not all of the Devices having access to the RMM. Local device firewalls and non-standard system credentials may result in the Service Provider being unable to install the Agent. As such, the Client hereby indemnifies and agrees to hold the Service Provider harmless in respect of any losses, damages or otherwise incurred, howsoever arising, suffered by the Client as a result of its failure to inform the Service Provider of the correct number of Devices.
5.2.7.3. In respect of servers, remote Support will only be available on the Pro Support package. Workstations are available on both Pro Support and Plus Support packages.
5.2.7.4. Remote Support shall also encompass the ability of a human support agent to remotely connect to a Device in order to attend to a Support request remotely. For Workstations, the user of a Device will need to accept the remote control request. For servers, this shall not be necessary as it is unattended.
5.2.8. Monthly Reporting:
5.2.8.1. This shall entail the Client receiving a service report recording all tickets logged and statistics in respect of the resolution of issues on the Devices together with a report as to the status of the infrastructure.
5.3. Patch Support Timeframes
5.3.1. Patch support time frames shall differ between Devices, with:
5.3.1.1. servers being patched after hours, with patch detection taking place at 12am and 6pm with patch download occurring at 10pm. Installations shall take place at 2am on a Monday, Wednesday, Friday and Saturday, with servers requiring to be rebooted at 4am on the days mentioned above; and
5.3.1.2. Workstations being patched during business hours, with patch detection taking place at 12am, 11am and 4pm with download occurring immediately once a patch becomes required. Installations shall take place at 2pm daily, with desktop computers and laptops requiring to be rebooted at 4pm daily.
5.3.2. Hyper-V and Veeam Backup servers are specifically excluded in respect of the timeframes set out in clauses 5.3.1.1 and 5.3.1.2 above, and shall instead have patches installed quarterly at a scheduled and controlled time. 5.4. The following Services shall apply in respect of Pro Support Services only:
5.4.1. Capacity Planning:
5.4.1.1. shall include the monitoring of the memory and drive space of the Clients Devices.
5.4.2. Remote Support:
5.4.2.1. Save for what is set out in clause 5.2.7 above, servers shall also be included as part of the remote Support Services, and such Services shall be available on a 24/7 basis.
5.4.3. Unlimited Onsite Support:
5.4.3.1. This shall be available to Client’s on a 24 (twenty four) hour basis. There shall be a 1 (one) hour response time after the request has been received, provided same is received during business hours. In the event of online Support being required after business hours the Client shall contact the offices of the Service Provider, from which Client shall be re-routed to a standby technician.
5.4.3.2. For the sake of expedient resolution of an issue, the Service Provider shall endeavour to provide as much of the Services remotely as are possible, and in this regard has invested in the tools and facilities necessary to enable it to do so.
5.4.3.3. The Service Provider reserves the right to make the final determination, at its discretion, as to whether any issue or any of the Services warrant onsite diagnosis and repair, alternatively whether remote support would suffice in the resolution of the issue.
5.4.3.4. As such, we shall not be bound by any recordal or representation in the Proposal or otherwise that onsite support will be effected, and shall at our sole discretion be entitled to render all Services remotely.
Save for what is set out in clauses 5.4.2 and 5.4.3 above, the servicing of critical and high priority support tickets (as recorded in clause 6.5.1 to 6.5.4 below) shall not be carried out on New Year’s day, Good Friday, Easter Monday, and Christmas Day. The servicing of medium, low and Service support tickets shall only be carried out on business days and during business hours, providing that such business day is not New Year’s day, Good Friday, Easter Monday or Christmas Day.
5.5. The following Services shall apply in respect of Plus Support Services only: 5.5.1. Limited Onsite Support:
5.5.1.1. This shall be governed by the hourly limit as selected by the Client and recorded in the Proposal, and shall be calculated as to 30 (thirty) minutes of onsite Support per Device per month.
5.5.1.2. The response time in respect of onsite Support shall be within 4 (four) hours, with the onsite Support taking place on the following Business Day.
5.5.1.3. For the sake of expedient resolution of an issue the Service Provider shall endeavour to provide all Support remotely, and in this regard has invested in the tools and facilities necessary to enable it to do so.
5.5.1.4. The Service Provider reserves the right to make the final determination as to whether the issue warrants onsite diagnosis and repair, alternatively whether remote support would suffice in the resolution of the issue.
5.5.1.5. As such, we shall not be bound by any recordal or representation in the Proposal or otherwise that onsite support will be effected, and shall at our sole discretion be entitled to render all Services remotely.
5.5.1.6. Notwithstanding what is set out in clause 5.5.1.4 above, each Services Schedule might record therein which Services shall be attended to remotely, and which shall be attended to on-site, but this shall in no regard be binding on the Service Provider.
5.5.2. Remote Support:
5.5.2.1. Save for what is set out in clause 5.2.7, remote Support shall be limited to business hours with a 4 (four) hour response time, and shall be limited to Workstations only.
Save for what is set out in clauses 5.5.1 and 5.5.2 above, all priority level support(as recorded in clause 6.5.1 to 6.5.4 below) shall be performed on business days and during business hours only, providing that such business day is not a public holiday, New Year’s day, Good Friday, Easter Monday or Christmas Day.
6. SUPPORT LEVELS AND TIERS
6.1. A Client may log a request for Support in one of the two following manners: 6.1.1. telephone: 0861 22 555 3; or
6.1.2. email: [email protected]
6.2. Support as may be required by a Client shall be assessed by the Service Provider and allocated to one of four levels, being low, medium, high or critical.
6.3. Each of the above levels have been assigned a response time, resolution time and escalation threshold.
6.4. In providing Support a 3 tier system shall be implemented and applied to all Support required irrespective of the level of Support. All Support requests shall automatically be assigned to tier 1 and shall progress to the next tier in the event of the issue not being resolved by way of tier 1 Support within the escalation threshold allocated to such level.
6.5. The levels together with the response time, resolution time and escalation threshold shall be as set out below:
6.5.1. Low:
6.5.1.1. this shall encompass general Support which exceeds that provided in minor Changes, but not being viewed as critical. Examples of this shall include but not be limited to software installations and peripheral setups such as telephones, printers and the like;
6.5.1.2. the response time in respect of a low priority event shall be 8 (eight) hours, with a resolution time being estimated as 16
(sixteen) hours. If within 14 (fourteen) hours of the resolution time having passed, and the issue not having been resolved, this shall move from a tier 1 to a tier 2 issue.
6.5.2. Medium:
6.5.2.1. this shall encompass an event which relates to either an entire department or the head office of the Client, alternatively an integral branch of the Client, resulting in an entire department not being able to access an application. Examples of this shall include but not be limited to, members of the affected department being unable to log in to a departmental system; 6.5.2.2. the response time in respect of a medium priority event shall be 4 (four) hours, with a resolution time being estimated as 8 (eight) hours. If within 7 (seven) hours of the resolution time having passed, and the issue not having been resolved, this shall move from a tier 1 to a tier 2 issue.
6.5.3. High:
6.5.3.1. this shall encompass all VIP user Support, including an event when only one branch or sector of the Client is not functioning due to a network failure or emails being down. Examples of this shall include but not be limited to, exchange, email services, SAP, ERP systems, operational functions at a branch being compromised and/or month end tasks such as a payroll or accounting systems being non-functional;
6.5.3.2. the response time in respect of a high priority event shall be 2 (two) hours, with a resolution time being estimated as 4 (four) hours. If within 3.5 (three and a half) hours of the
resolution time having passed, and the issue not having been resolved, this shall move from a tier 1 to a tier 2 issue. 6.5.4. Critical Support:
6.5.4.1. shall encompass an event when an operation critical to the Client is non-operational across all or the majority of its branches. Examples of this shall include but not be limited to, MPLS networks, Domain Controllers, DNS and DHCP servers, core infrastructure services, functions that affect the operations of the entity on a national level and/or month end tasks such as a payroll or accounting systems being non-functional;
6.5.4.2. the response time in respect of Critical Support shall be 30 (thirty) minutes, with a resolution time being estimated as 2 (two) hours. If within 1 (one) hour of the resolution time having passed, and the issue not having been resolved, this shall move from a tier 1 to a tier 2 issue.
6.6. The response time, resolution time and escalation threshold shall be calculated as follows:
6.6.1. Response Time:
6.6.1.1. shall be calculated from the time that a support ticket confirmation has been received by the Client from the Service Provider in the form of an email, which email shall include a reference number. Until such time as the support ticket confirmation has been received by the Client, the onus lies with the Client to ensure that the initial support request was received by the Service Provider.
6.6.2. Resolution Time:
6.6.2.1. shall be calculated from the time that support ticket was created by the Service Provider and confirmed to the Client until such time as the issue being experienced by the Client has been resolved.
6.6.3. Escalation Threshold:
6.6.3.1. shall be the defined period of time spent by the Service Provider in providing the Support before escalating the issue to a higher support tier.
6.6.4. Tier Allocations:
6.6.4.1. All Support issues, whether critical, high, medium or low shall all, for a minimum of the first hour, be treated as being
6.6.4.1.1. Tier 1 issues, which shall be clearly documented and basic hardware and software troubleshooting initiated. If after 1 hour it becomes apparent that this method is not successful, then the ticket shall be moved to
6.6.4.1.2. Tier 2, where complex diagnostics and troubleshooting shall take place in order to resolve the issues. If after 3.5 hours it becomes apparent that this method is not successful, then the ticket shall be moved to 6.6.4.1.3. Tier 3, at which point the Service Provider
Support engineers to ensure that the issue is resolved.
6.7. No Support irrespective of the level shall be provided on New Year’s Day, Good Friday, Easter Monday or Christmas Day.
7. CHANGES
7.1. A Change shall, in the broadest sense be defined as an addition, alteration and/or removal of or to an existing component or environment.
7.2. Minor Changes shall be any Changes that require 4 (four) consecutive hours or less to resolve, and are automatically included in the Services, comprising of: 7.2.1. software and operating system version updates to Devices under
management by the Service Provider;
7.2.2. installation of no more than 5 (five) new Devices per month and no more than 10 (ten) in a 3 (three) month period on condition that the Devices have been purchased from the Service Provider;
7.2.3. installation of no more than 1 (one) Device per month and no more than 3 (three) over a 3 (three) month period should the Devices not have been purchased from the Service Provider;
7.2.4. remote rollout of software and/or updates where same may be scripted and/or automated through the RMM;
7.2.5. the addition of switch ports to a VLAN; 7.2.6. service pack installations; and
7.3. Major Changes shall be any Changes that are not automatically included in the Services, in that the Service Provider accepts that from time to time the Client may require additional Services (“the Additional Services”) not covered in this Schedule, which it may be able to participate in, alternatively hold the necessary skills to implement.
7.4. These Major Changes may be in respect of a Client specific project as a once off event having a pre-defined commencement and completion date, the culmination of which project shall be the provision of a unique output of products, services or capability. Further, such Additional Services may include a significant expansion of the Services provided in respect of this Schedule.
7.5. The Service Provider, in an attempt to accommodate the Client, shall be amenable to considering such Major Changes insofar as they fall into the knowhow and expertise of the Service Provider. Such Major Changes may include but not be limited to:
7.5.1. major software version upgrades in respect of Windows 2008 R2 to Windows 2016/2019, Windows 7 to Windows 10 and Exchange 2007 to Exchange 2019;
7.5.2. mailbox migration insofar as same includes migration to a new Device (more specifically a server);
7.5.3. new data centre implementation or the migration to a new data centre; 7.5.4. the relocation of an office or branch in respect of the Client;
7.5.5. the implementation of a new switch, WIFI network or VLAN;
7.5.6. the migration from a 3rd party alternatively on-premises Exchange Server to Office 365;
7.5.7. the implementation of a new firewall; and/or 7.5.8. the replacement of voice hardware.
7.6. All Major Changes shall fall outside of amounts paid by the Client in respect of the Services and the Client and Service provider shall enter into separate negotiations in respect of the amount to be paid together with terms of payment in respect of such Major Changes.
8. GENERAL
8.1. Save for what is set out above, the Service Provider makes no guarantee regarding the Support that it may provide in respect of any Device that is not running a vendor supported operating system, a list of which vendor operating systems may be found HERE.
8.2. Save for onsite Support, all other Services shall require a working internet connection in order that the Services may be performed.
8.3. The Client hereby indemnifies and agrees to hold the Service Provider harmless in respect of any losses, damages or otherwise incurred, howsoever arising, suffered by the Client as a result of the Client’s non-compliance with clauses 8.1 and 8.2 above.