Managed Services. Service Description. Last Updated: May 18, 2018

Transcription

1 Last Updated: May 18, 2018

2 The infrmatin in this dcument may nt be reprduced in whle, r in part, nr may any f the infrmatin cntained therein be disclsed withut the prir cnsent f Cntur Data Slutins (Cntur). A recipient may nt slicit, directly, r indirectly, (whether thrugh an agent r therwise) the participatin f anther institutin r persn withut the prir apprval f Cntur. N representatin, warranty, r undertaking expressed r implied, is, r will be made, r given. N respnsibility r liability is, r will be accepted by Cntur, r by any f its directrs, emplyees, r advisrs in relatin t the accuracy r cmpleteness f this dcument, r any ther written r ral infrmatin made available in cnnectin with this dcument. Any frm f reprductin, disseminatin, cpying, disclsure, mdificatin, distributin and r publicatin f this material is strictly prhibited. Cntur Data Slutins, LLC West Swamp Rad, Suite 301 Dylestwn, PA

3 Cntents 1. Intrductin Cntur Clud CINCH Technical Dcumentatin and Training Legal Terms Service Supprt Cntur Managed Services Service Mdel Optins Service Objects Standard Reprts Service Level Objectives (SLO)... 6 Mean Time t Ntify (MTTN)... 6 Mean Time t Begin Analysis (MTTBA)... 6 Mean Time t Reslve (MTTR) Device Specific Real-Time Reprts... 7 Bandwidth Utilizatin... 7 Hardware Inventry Reprt... 7 Mnthly Device Availability Reprt... 7 Infrastructure Reprt Advanced Reprts System Hardware Reprt System Infrastructure Reprt Inventry Reprt Glbal Ticket Reprt Service Experience Reprt Operatins Reprt... 8 Appendix A Service Objects included in Service Mdel Optins... 8

4 1. Intrductin Cntur Data Slutins understands that rganizatins are under increasing pressure t becme mre efficient and mre prductive while keeping csts lw. It has becme essential fr rganizatins t retain their cmpetitive edge, and thse that neglect this pprtunity may find themselves falling behind their cmpetitin. IT is cntinuusly evlving, and new technlgy isn t ging t wait fr anyne. Cntur takes a practive apprach t Managed Services by staying ahead f the technlgy curve t ensure yur business desn t becme a thing f the past. 1.1 Cntur Clud Cntur Clud is wned and perated by Cntur Data Slutins. Cntur Clud is built n enterprise grade platfrms and deplyed acrss fur data centers in Nrth America. Cntur Clud prvides cnsistent netwrking and security fr applicatins running n-premise r in the clud. Our platfrm utilizes a single management cnsle, Cinch, and a cmmn applicatin prgramming interface. Cntur Clud ffers numerus benefits including: Micr-Segmentatin Security Plicies Cntur Clud prvides cntrl ver East-West traffic between native wrklads running in private and public cluds. Security plicies are defined nce and applied t wrklads. These plicies are supprted in multiple, regins and supprt a multi-clud strategy. Plicies are dynamically applied based n a rich set f cnstructs, such as wrklad attributes and userdefined tags. Rgue r cmprmised wrklads can als be autmatically quarantined. Netwrk Cntrl and Prtability Cntur Clud prvides cnsistency and cntrl ver netwrk plicies, while als ffering prtability. Precise cntrl is given ver netwrking tplgies and addressing, prviding capabilities such as stretching subnets acrss availability znes. Prvisining and management f netwrking and security plicies acrss clud accunts can be greatly simplified and standardized thrugh the use f templates. Increased Visibility Acrss Cluds Cntur Clud imprves visibility and analytics fr native wrklads in the clud using existing and familiar netwrk management tls. Cnsistent peratins Cntur Clud brings a standardized and cnsistent peratinal mdel t applicatins running natively in public cluds. A single management cnsle and cmmn APIs allws clud teams t simplify their peratins and scale acrss a grwing number f public clud envirnment leveraging existing autmatin tls. Existing Day 2 peratins tls can be used t prvide end-t-end mnitring, trubleshting and auditing. 1.2 CINCH CINCH is Cntur Clud s prprietary autmatin platfrm, enabling self-service t easily create, mdify and manage all f yur infrastructure and clud data. CINCH makes it easy t find infrmatin, manage yur accunt and instantly cnnect with yur Cntur team. CINCH cmpnents include: CINCH Dashbard prvides a quick verview f yur entire accunt. Instantly view all recent activity, including bills, reprts and tickets. CINCH Slutins Center prvides real-time status f yur active cmpnents, ability t manage yur cmpnents and add additinal cmpnents n the fly.

5 CINCH Management Center prvides details n yur individual Cntur Clud instances including IP addresses, hardware specs, inventry items, bandwidth usage and scale ptimizer t set rules fr ptential traffic spikes. CINCH Security Center prvides yu the insight t see all yur security patches and KPI data. Cntur Cares Supprt prvides updates n existing tickets and gives yu the ability t pen new tickets and cntact ur supprt team. CINCH SLAs prvides real-time insight int yur systems and whether r nt Cntur is hitting ur agreed upn SLAs. 1.3 Technical Dcumentatin and Training An n-barding prcess may be prvided fr all f ur clients when requested. Dcuments, training and handn training utlining key cncepts with usage examples are available. 1.4 Legal Terms Use f the Cntur Service Offerings is subject t the Terms and Cnditins f the Master Managed Services Agreement (MMSA) 1.5 Service Supprt Cntur Clud Netwrk Operatins Center (NOC) will prvide supprt fr prblems that yu reprt, related t ur clud fferings. The NOC can be reached via the Cinch Prtal. Supprt will be prvided t any client with an active subscriptin. 1.6 Cntur Managed Services Service Mdel Optins. Silver 24x7x365 Mnitr, Lg and Alert Gld Silver plus Level 1 and 2 Incident Reslutin Patching, Maintenance, Dcumented changes, Managed Wrkbk, 24x7x365 Netwrk Operatins Center (NOC) supprt ( /phne). Includes Standard Reprting. Platinum Gld plus Full administratin and Incident Reslutin, Managed Vendrs, Dedicated Engineering Hurs per mnth, Dedicated Technical Accunt Manager (TAM) cnducting regular cadence calls, service delivery and strategy meetings. Includes Standard and Advanced Reprting. Custm Service Mdel in additin t the Service Mdels listed abve, the Custmer can als purchase custm services as needed t augment the selected service mdels. 1.7 Service Objects Managed Services Service Objects: Remte Mnitring Fully integrated nsite and r remte mnitring f managed devices, services, and applicatins. Netwrk Operatins Center (NOC) 24x7x365 early detectin, perfrmance tuning and fault mnitring f yur IT infrastructure. Remte services include: incident reslutin, maintenance, patch management, change implementatin, health checks, and vendr management. Incident lifecycle wnership - frm identificatin, lgging, investigatin, escalatin t reslutin and clsure. Managed Wrkbk Cntur partners with ur Custmer s t build custm, detailed dcumentatin t set expectatins arund cmmunicatins, escalatins and verall incident respnse and reslutin

6 t ensure, when an alert is detected, we are cmmunicating with the custmer, investigating the issue and reslving it per ur Service Level Objective (SLOs). Wrkbk artifacts include the fllwing: Cntact List/Quick sheet Netwrk Diagrams Standard Operating Prcedures (prvided by custmer; updated with Cntur) IP and Hst cnfiguratins Infrastructure Cnfiguratins Service Alerts Device Alerts Cmmunicatins Plan Dedicated Technical Accunt Manager (TAM) Dedicated resurce respnsible fr verall technical and peratinal facets f a Managed Services Custmer. Cnducts regular cadence calls, ensures service delivery and prvides strategic directin fr custmer. Technical Accunt Engineer (TAE) Dedicated resurce respnsible fr tactical hands n escalatins and runbk mdificatins. Participates in all aspects f delivery between the custmer, TAM, and Cntur NOC. Vendr Management Cntur will be the single pint f cntact fr all f yur technlgy vendrs. We will manage all cmmunicatins with hardware and sftware vendrs t include technlgy acquisitin, supprt, renewals, issue escalatin and reslutin. Cnfiguratin Management establish and maintain cnsistency f infrastructure s perfrmance, functinal and physical attributes with its requirements, design and peratinal infrmatin thrughut the life f the device. Dedicated Engineering Hurs alltted mnthly engineering hurs fr Managed Services custmers. IT Strategy Planning the Cntur TAM will cnduct IT strategy meetings t line up with the business strategic plan. The plan includes a radmap t maximize digital transfrmatin, return n investment and key metrics fr success. 2. Standard Reprts 2.1 Service Level Objectives (SLO) The fllwing utlines Cntur s Service Level Objectives (SLO) that must be achieved fr each service activity, functin and prcess. Mean Time t Ntify (MTTN) Prvides administratrs with data n the length f time fr cases t be picked up by the Netwrk Operatins Center and alert the custmer f the event. In supprt f service management initiatives, this data can be used t cmpile and reprt n average times and trends fr respnding t cases f varius pririties. Mean Time t Begin Analysis (MTTBA) Prvides administratrs with the data n the length f time between a case pening and it being wrked by the Netwrk Operatins Center. In supprt f service management initiatives, this data can be used t cmpile and reprt n average times and trends fr wrking cases f varius pririties.

7 Mean Time t Reslve (MTTR) Prvides administratrs with data n the length f time fr case cmpletin. These time attributes prvide insight int hw lng it is taking the Netwrk Operatins Center t reslve and clse cases f different pririties. In supprt f service management initiatives, this data can be used t cmpile and reprt n average times and trends fr wrking cases f varius pririties. 2.2 Device Specific Real-Time Reprts Real-time device specific reprts can graph up t 60 days f device metrics. The data can be exprted fr analyzing. Examples f data prts are CPU utilizatin, interface statistics, envirnmental sensr values, memry statistics, etc. Bandwidth Utilizatin Prvides data n the amunt f peak input and utput bandwidth and average input and utput bandwidth utilized ver time. Devices cnfigured fr bandwidth graphing will display fr selectin within the reprt. This reprt is useful in cmparing actual bandwidth utilized versus bandwidth prvisined at different pints in the netwrk. This can identify areas where additinal bandwidth is needed t increase service levels, r where bandwidth can be reduced resulting in cst savings. Hardware Inventry Reprt Prvides device name, IP addresses, type, mdel, serial number, and the last successful backup. The hardware Inventry reprt is autmatically generated n the first f every mnth fr previus mnths data. Mnthly Device Availability Reprt Displays percentage uptime and dwntime fr the previus mnth. The reprt runs n a scheduled basis n the first f each mnth and will pull data fr the previus mnth. Infrastructure Reprt This reprt will list devices, versin, flash size, RAM size, and mdules installed. Only devices that respnd t SNMP queries will appear in this reprt. 3. Advanced Reprts Advanced Reprts prvide a detailed lk at the Service and the Managed Cmpnents cvered by the Service. 3.1 System Hardware Reprt Identifies each hardware cmpnent under management and prvides the fllwing infrmatin: Hst name, IP address, device mdel, serial #, site name cntract expiratin data. 3.2 System Infrastructure Reprt Identifies IOS image and flash/ram per managed device and cnsists f the fllwing infrmatin: Site name, Hst name, device mdel, mdules, IOS versin, IOS subset, IOS image name, Flash size, RAM.

8 Metered Usage cmpnents such as Reservatin Capacity in use are available fr cnsumptin at any time under the Terms f Service. Yu are bligated t pay fr such Metered Usage cmpnents at the lessr f the cntracted rate r then-current rates published by Cntur if yu purchased the Service Offering directly frm Cntur. Such charges will be billed by Cntur as Usage Charges. A list f Metered Usage cmpnents is prvided in Appendix A. 3.3 Inventry Reprt List all active Custmer managed devices, by site name, device type/mdel, device name, Managed Custmer IP address, last gd backup and list cnfig archive exceptins. The reprt cnsists f the fllwing: site name, site lcatin, device type, device name, IP address (NAT), IP address (nt NAT), SNMP cmmunity string, activatin date, date f last backup. 3.4 Glbal Ticket Reprt Identifies the devices in the system that have been impacted by an Incident r Prblem and extend f AutCase activity. The device names indicate the lcatin in prductin envirnment. End user selects the system, time frame and generates a reprt via Web prtal. 3.5 Service Experience Reprt Identifies tp ten sites that have experienced the mst tickets and causes. The reprt cnsists f: site names, site lcatin, # f change tickets, # f Incident tickets, device types, device name, majr cause. 3.6 Operatins Reprt Prvides mnthly tickets activity, detail by user, suppressin, created by, ntificatin and respnse times. Appendix A Service Objects included in Service Mdel Optins This Appendix A t the utlines the Service Objects included in the Service Mdel Optins. Silver Managed Services Remte Mnitring sftware fr practive mnitring f netwrk devices Gld Managed Services Remte Mnitring sftware fr practive mnitring f netwrk devices Netwrk Operatins Center (NOC) 24x7x365 early detectin, perfrmance tuning and fault mnitring f yur IT infrastructure. Remte services include: incident reslutin, maintenance, patch management, change implementatin, health checks, and vendr management. Incident lifecycle wnership - frm identificatin, lgging, investigatin, escalatin t reslutin and clsure. Managed Wrkbk Cntur partners with ur Custmer s t build custm, detailed dcumentatin t set expectatins arund cmmunicatins, escalatins and verall incident respnse and reslutin t ensure, when an alert is detected, we are cmmunicating with the custmer, investigating the issue and reslving it per ur Service Level Objective (SLOs). Wrkbk artifacts include the fllwing: Cntact List/Quick sheet

9 Netwrk Diagrams Standard Operating Prcedures (prvided by custmer; updated with Cntur) IP and Hst cnfiguratins Infrastructure Cnfiguratins Service Alerts Device Alerts Cmmunicatins Plan Platinum Managed Services All Gld level services plus: Dedicated Technical Accunt Manager (TAM) Dedicated resurce respnsible fr verall technical and peratinal facets f a Managed Services Custmer. Cnducts regular cadence calls, ensures service delivery and prvides strategic directin fr custmer. Technical Accunt Engineer (TAE) Dedicated resurce respnsible fr tactical hands n escalatins and runbk mdificatins. Participates in all aspects f delivery between the custmer, TAM, and Cntur NOC. Vendr Management Cntur will be the single pint f cntact fr all f yur technlgy vendrs. We will manage all cmmunicatins with hardware and sftware vendrs t include technlgy acquisitin, supprt, renewals, issue escalatin and reslutin. Cnfiguratin Management establish and maintain cnsistency f infrastructure s perfrmance, functinal and physical attributes with its requirements, design and peratinal infrmatin thrughut the life f the device. Dedicated Engineering Hurs alltted mnthly engineering hurs fr Managed Services custmers. IT Strategy Planning the Cntur TAM will cnduct IT strategy meetings t line up with the business strategic plan. The plan includes a radmap t maximize digital transfrmatin, return n investment and key metrics fr success.