DataBasics Managed Services Service Level Agreement (SLA)

Transcription

1 DataBasics Managed Services Service Level Agreement (SLA) V2.0 December 2015

2 Table of Contents 1 Introduction Purpose Scope Dates and Reviews Software and Services Covered Exclusions Privacy and Security Responsibilities... 5 Supplier responsibilities... 5 Client responsibilities Response times Resolution times Right of termination... 6 Document Owner: John Lang Service Level Manager: John Lang Document Control Version Date Revision Author v October 2014 DRAFT John Lang V December 2015 Add PremiumCare Lou Nessis V December 2015 Check and edit Linda Rouse V December 2015 Proofread Linda Rouse

3 1. Introduction This Service Level Agreement (SLA) for DataBasics Managed Services describes the levels of service that the customer ( the client ) will receive from DataBasics ( the supplier ) for the term of the agreement. This Managed Services SLA should be read in conjunction with the Canto Cumulus Software Maintenance (SM) agreement between the customer and DataBasics. Managed Services can be applied to the solution that is running in a known operational state - a solution that has been designed, implemented, and configured to meet the client s business requirements. 2. Purpose The client depends on the software and services (together: the solution ) that are provided and supported by DataBasics. Managed Services are a more cost effective and efficient alternative to the client having their own in-house ITC resources to manage the solution. This SLA sets out what levels of service the client should expect to receive for the management of the solution and forms an important part of the agreement between the client and DataBasics. It aims to enable the two parties to work together effectively. 3. Scope Managed services will consist of three types of deliverables: Provide for regular monitoring and maintenance of an existing solution to ensure optimal operation Respond to customer s requests to alter the configuration of an existing solution. Implementation of updates to the software. Managed Services consist of proactive monitoring and management of the solution to ensure an optimal operational condition. As a prerequisite the client must have a valid Software Maintenance (SM) agreement in place with DataBasics. That SM includes CustomerCare, which provides support for the software component of the solution. CustomerCare covers answering operational questions and/or providing assistance with out-of-the-box software issues encountered by the client. CustomerCare may pass on a recommended resolution to a support issue to Managed Services to implement. Managed Services does not conflict or overlap with CustomerCare and PremiumCare - please see the DataBasics Fair Usage Policy for details of technical support coverage. The primary function of Managed Services is to prevent issues arising that may affect the optimal operational condition of the solution and to provide resolution to issues that arise in a prompt and timely manner. The solution must be in a known operational state in order for Managed Services to be applied - defined by being the status of a solution after DataBasics has implemented and delivered the solution. Generally this will be the result of the deployment of

4 DataBasics Professional Services to implement a new solution or to upgrade an existing solution. Managed Services will also provide services to implement adjustments to the configuration of the solution for example, adding a metadata field to one of the user interface views. Canto may release incremental minor dot updates of the software over time (eg from to 9.1.4). Managed Services will implement these updates to the solution. Managed Services will also implement major dot releases (eg 9.1.x to 9.2.x) providing that the release does not impact or change the known operational state of the solution or affect the workflows in place. Major dot releases will be discussed with the client and a decision will be made as to how to proceed - this may be to engage DataBasics Professional Services to review the solution design and implement the upgrade. All major release upgrades (eg from 9.x.x to 10.x.x) will be discussed and reviewed with the customer to ascertain the impact on the solution. 4. Dates and Reviews Typically this agreement begins with a Software Maintenance renewal date and will run for the same period of time as the SM. It may be reviewed at any point by mutual agreement and constitutes the transition process - transition in to Managed Services and transition out if the customer no longer wishes to continue. It may also be reviewed if there are any changes made by the client to the solution not deemed part of the Managed Services provided by DataBasics, and that affect the solution running in optimal condition. The solution may also be reviewed if there is a major dot release of the software (see above Scope ). 5. Software and Services Covered This SLA covers only the software covered by the Software Maintenance agreement, and the services provided as Managed Services. This SLA does not cover any changes to the known operational state of the solution. 6. Exclusions This SLA is written in a spirit of partnership. DataBasics will always do everything possible to ensure the solution runs in optimal condition. However, there are a few exclusions: Managed Services do not cover changes to the known operation state of the solution for example, changing, or introducing a new workflow. This SLA does not apply to any equipment, hardware, third-party software or services, or other parts of the infrastructure in which the solution runs. Does not apply to software, equipment or services not purchased via and managed by DataBasics, ie as per items covered by Software Maintenance.

5 Does not apply if the client has made unauthorised changes to the configuration or set up of the solution. Does not apply if the client has prevented DataBasics from performing required maintenance and update tasks to the solution. Does not apply if the issue has been caused by unsupported equipment, software or other services introduced to the solution by the client and not authorised by DataBasics. Does not apply in circumstances that could be reasonably said to be beyond DataBasics control, for instance floods and so on. This SLA also does not apply if the client is in breach of its contract with DataBasics for any reason (eg late payment of fees). DataBasics aims to be helpful and accommodating at all times, and will do its absolute best to assist the client wherever possible. 7. Privacy and Security As an Australian company, DataBasics complies with the requirements of the Australian National Privacy Principles contained in the Australian Privacy Act As part of the delivery of Managed Services, DataBasics will need technical details for remote access to the solution. To ensure the privacy of the customer and their content, DataBasics provides an assurance that no content from the client s site be stored on DataBasics premises and that passwords and connectivity details are stored securely. 8. Responsibilities Supplier responsibilities The supplier, DataBasics, will provide and maintain the solution as has been installed and configured by DataBasics for the client. The solution design documentation provided by DataBasics includes full details of the solution as installed and configured and which constitutes the known operational state. Additionally, DataBasics will: Ensure relevant software covered in the Software Maintenance is maintained in an optimal running condition for the client. Take steps to escalate and resolve issues in an appropriate, timely manner. Maintain good communication with the client at all times. Client responsibilities Maintain the hardware and infrastructure required for the running of the solution (unless the solution is also hosted by DataBasics). The client will use the solution provided by DataBasics as intended and as defined in the solution design and which constitutes the known operational state. The solution design document includes full details of the solution and its intended uses and workflows. Maintain a list of nominated staff and business owners of the solution and provide contact details and notifications to DataBasics of any changes.

6 Ensure the solution is backed up regularly and its restore capability is regularly tested. Additionally, the client will: Notify DataBasics of issues or problems in a timely manner. Provide DataBasics with remote access to equipment, software and services for the purposes of maintenance, updates and fault prevention. Maintain open communications with DataBasics at all times. 9. Response times The primary aim of Managed Services is to prevent issues arising by proactive monitoring and routine maintenance of the solution. However, if an issue arises that may affect the optimal running of the solution, it will first be determined if the issue is covered under Software Maintenance or not if yes then the CustomerCare response times apply (see above under 3. Scope). If an issue has been identified and deemed covered under Managed Services, a response will typically be within 24 hours. If the client originated the request, DataBasics is deemed to have responded when it has replied to the client s initial request. This may be in the form of an or telephone call, to either provide a solution, or request further information. Response times apply during business working hours (9am-5.00pm AEST Monday- Friday) only. 10. Resolution times The supplier will always endeavour to resolve issues that may affect the optimal operational condition of the solution as swiftly as possible. However, DataBasics is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary. For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware failure it may take much longer to get the solution back up and running. In all cases, DataBasics will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client in such an event. 11. Right of termination The client can choose to cease/terminate Managed Services (transition out) at the next renewal date. The client has the right to appoint any other party to manage their solution at any time but is required to provide suitable notification to DataBasics. If the client fails to maintain the hardware and infrastructure (unless hosted by DataBasics) to support the software solution, or fails to use the solution as designed, and as such increases the burden to manage the solution beyond reasonable expectations, then DataBasics may cease Managed Services at any time.