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G-Cloud I Video Services Service Definition

April 2014, Vodafone Limited

Vodafone

Video Services

Overview

Vodafone Video Services give you comprehensively managed, cloud-based videoconferencing whenever you need it. We increase the reliability, flexibility and cost-savings of your video communications. With this service you get the best possible video experience and maximum up-time without the need to invest in significant resources to support the service.

There are four main elements to Vodafone Video Services:

1. our network – Vodafone Video Services runs on our global Multi-Service Platform (MSP). It gives you high quality video and is configured to work with the secure IL2 Public Services Network

2. seamless integration – we make sure everything works together smoothly including your existing equipment to give you the most reliable performance

3. flexible software and equipment – we offer you a wide choice of equipment and software, from a full TelePresence suite to a simple desktop camera

4. support and service – we provide 24/7 support and optional services including conference scheduling and booking virtual meeting rooms if you need them

Service Options

Here are the service options you can choose from:

Self-service conferences

You can book virtual meeting rooms for self-service video conferences through our operations centre by phone, email or using the portal. You can also use the virtual rooms for meetings over the internet, with audio only or over an ISDN connection.

People in your organisation can easily start video conferences by using the video address book on the device, our operations centre keeps it up to date for you.

Operator-assisted conferences

Our operator services are available 24/7 and 365 days a year.

The operator-assisted options include conferences launches, meet and greet and operator-attended video conferences, these services are subject to extra changes shown in the pricing document.

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G-Cloud I Video Services Service Definition

April 2014, Vodafone Limited

Conference launch

Our operator can set up a video conference between two places and with up to another four people on audio, so it’s ready as soon as people enter the room. If you need to, you can include more than four people on audio by using an audio conference bridge.

Conference launch with meet and greet

Our operator can launch each person joining by video or audio into the conference. Once everyone is connected, the operator will check video and audio quality before disconnecting.

Conference launch with monitoring

You can book one of our operators to monitor a whole video conference. The operator will launch everyone, check video and audio quality, then stand by in case there are any problems during the conference. Also, if you need to add more people, record the session or control remote cameras the operator can help with that too.

The meet and greet and operator-monitoring options include:

 launching everyone on video and audio into the virtual meeting room

 checking the audio and video quality for each person

 optimising how people are shown on-screen and the conference set up

 checking dual stream (H.239) content is working (if applicable for the room)

 locking the room and muting participants (if requested by the conference organiser)

Pre-flight testing

With any of our operator services you can also order a pre-flight test. If you use this service, the operator can make sure everyone is connected properly before the conference starts and they can fix any issues during the launch. You can choose how long before the conference starts you have your ‘pre-flight’ check in the service request form on the portal. The options are:

 no pre-flight needed

 15 minutes before

 30 minutes before

 45 minutes before

 60 minutes before

There’s an extra charge if you need a pre-flight test more than 60 minutes before the start of a conference.

Here are some of the benefits of using video conferencing:

 run more productive meetings by using non-verbal communications as well

 build stronger relationships with partners, suppliers and colleagues through face to face meetings

 save money and achieve more by cutting travelling costs and downtime

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G-Cloud I Video Services Service Definition

April 2014, Vodafone Limited

With Vodafone video services you can:

 manage complex projects and supply chains

 demonstrate new ideas

 brainstorm ideas and collaborate more creatively

 cut decision-making time and solve problems faster

 save time and hassle

 control personal screen layouts, orientation and size

 use full-screen mode to maximise the experience

 share and view content and applications during a video conference

Why choose Vodafone video services?

 over 10 years’ experience in providing this service so you can be confident we understand your needs

 service available over either PSN or other IP networks giving you ease of implementation

 we constantly invest to develop our service in line with the latest technological advancements and regulatory requirements so we can provide you with an innovative and industry compliant service

 high-quality performance, reliability and management of our video conferencing systems so you get the best possible video experience and maximum up-time

 our cloud-based core infrastructure enables fast deployment across large, dispersed client estates

 needs little or no on-site video infrastructure components and associated investment keeping your deployment costs to a minimum

Information assurance

Vodafone Video Services is accredited at Impact Level 2 (IL2). A more secure service is also available at IL3.

Backup/restore and disaster recovery

The service is split across two data centres, so we can restore it if the primary site fails.

We conduct weekly back-ups of full configuration files for your video environment which we archive in our operations centre archive. If you inadvertently make an unwanted change, we can return the system to a last known good configuration.

If the primary site platform fails, we’ll restore the service by uploading the most recent backup file.

On-boarding and off-boarding

On-boarding

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G-Cloud I Video Services Service Definition

April 2014, Vodafone Limited

The account team will manage your order, including any service or hardware options. If you’re using any of your own audio-visual equipment not supplied by us this will be your responsibility.

Our solutions consultants can help with ordering WAN access and any extra data migration services. If you order optional components we may involve some of our partners to design, install and support them.

Off-boarding

Once we’ve received your request to terminate the service, we won’t remove you until we’ve confirmed your data has been transferred off the Vodafone Video Services platform. If you’re moving significant amounts of data and you don’t want to do that over the network we can help you with data migration subject to an extra charge.

Service management

Once you’ve joined Vodafone Video Services, this is what you get:

on-boarding – after agreeing the design, any options and the contract, our implementation team will set up your connection to the Vodafone Video Services platform and an admin account for you. We can also give you instructions on how to use the software

ordering extra services – talk to your account manager to add data management policies, software, audio-visual equipment or a wide area network (WAN) connection

incidents – report faults to our helpdesk by email or phone. We actively monitor all platform components. We’ll investigate and respond to any alerts according to our tried and tested incident management/escalation process. We also monitor any equipment we manage

change management – you nominate who can make changes in your organisation and that person can email them to us. More complex changes are subject to our change management policies. Ask your account manager or sales representative for a list of our standard changes

billing – we’ll bill you monthly in arrears for what you’ve used, including itemised service charges for different parts of your organisation, data management policies or outbound data. We’ll bill for managed equipment either monthly in arrears or as one-off charges. See our pricing document for more details

Service levels

We deliver Vodafone Video Services over a reliable and robust core platform with 99.9% uptime. If you ever need support, we’re here to help 24/7 and 365 days a year.

Financial recompense

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G-Cloud I Video Services Service Definition

April 2014, Vodafone Limited

Training

We’ll provide you with a comprehensive user guide and we can provide training if you need it. Just ask your account manager or sales representative.

Ordering and invoicing

After you’ve agreed the services and options you want, you’ll need to fill out and sign an order form agreeing to our pricing and terms. If you’re new to Vodafone, we’ll also need to set up a billing account for you.

When you make an order or ask for a quote, our sales support desk will acknowledge it and give you a reference number you can use to track your request. For quotes, our sales support desk will keep you regularly updated on progress, including information from our technical, design, commercial, survey and feasibility teams.

From the time you place your order through to the delivery of your service our sales support desk will keep you regularly updated.

We’ll invoice you:

in advance for all set up fees

monthly in arrears for all recurring charges and usage charges – all your charges are itemised on your bill

the month after the month in which a change you’ve ordered has been done or you start using a service for any other requests

Ending the service

Either of us can terminate the contract for:

 insolvency

 material breach

 revocation, change to or non-replacement of telecommunications authorisations or licences

 fraud

 convenience on 3 months’ notice, that notice won’t expire until the end of the initial period or renewal period (if applicable)

 force majeure

We can terminate the contract:

 for non-payment

 for IPR infringement

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G-Cloud I Video Services Service Definition

April 2014, Vodafone Limited

 to prevent interference with, damage to, or degradation of the Vodafone network

 to eliminate a hazardous condition

 if you misuse the service

You can also terminate the contract for convenience on 90 days’ notice, subject to pay payment of any termination charges. Please see our terms.

Data restoration/service migration

This doesn’t apply to Vodafone Video Services.

Your responsibilities

You need to provide all local network infrastructure, enough bandwidth and the audio-visual equipment (unless you’ve chosen to get it from us) to use Vodafone Video Services.

Technical requirements

There are no technical requirements.

Details of trial services

Just speak to your sales representative or account manager to arrange a demonstration or a trial.

Need more information?

For more information, please talk to your sales representative or your account manager or you can email the team on psn@vodafone.com

References

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