Managed Wireless Service. Service Level Agreement

Transcription

1 Managed Wireless Service Service Level Agreement

2 Contents 1. Service Overview 3 2. Duration of Agreement 3 3. Service Availability 3 4. Service Provision 4 5. Responsibilities 5 6. Continuous Service Improvement 5 7. Escalation and Complaints Procedure 5 8. Appendix 1: Definitions 6 9. Appendix 2: Response Times 7 Page 2 EIS

3 1. Service Overview 1.1 The objective of the service is to manage and support a high performing wireless network for the customer, rich in functionality which is easy to use and meets the needs of customers. These features include: - Enterprise class networking for all customers - Centralised remote management and security - Managed firmware upgrades - Support for multiple wireless networks for different groups of users using multiple SSIDs - Traffic management to prioritise different groups of wireless users - Provision of guest wi-fi access - QoS setup to protect real time applications like voice and video - Pro-actively monitored service during normal working days and hours 1.2 The EIS Managed Wireless Service provides telephone, remote and on-site support via the EIS Service Desk. Customers will contact the EIS Service Desk by telephone, or via our website to request help or advice relating to supported products. Appendix 3 provides a list of the hardware and software supported under this Agreement With effect from the Commencement Date EIS will provide the Customer with the Services as detailed below, on normal working days and between normal working hours. EIS will use reasonable endeavours to provide the level of Service which relates to the Start to Fix Times (for the avoidance of doubt Start to Fix Times does not mean the time to diagnose and rectify any fault). EIS and the Customer, both acting in good faith, shall endeavour to agree the levels priority to be given to a call for faults identified by the Customers. In the event of the disagreement, the matter shall be treated as a dispute and shall be dealt with according to the provisions of the Terms and Conditions document. 2. Duration of Agreement 2.1. This Agreement shall continue until terminated in accordance with the provisions of the EIS Terms and Conditions. 3. Service Availability 3.1. The EIS Service Desk will be available on normal working days. There will be a maximum of 2 staff training days per year when the Service Desk will close these will normally be during school holiday periods. Page 3 EIS

4 4. Service Provision 4.1. Service Desk: Customers are allowed an unlimited number of support requests per annum. Resolutions will normally be provided via direct telephone or remote connection. EIS will determine if a visit is required to provide the solution In scope: - Access issues to Meraki web-based Management console - Hardware issues / failure on Access Points - Authentication issues / Loss of service to wireless network - Problems with users authenticating to the wireless network 4.3. Out of scope: - Provisioning guest user accounts (tools will be provided to allow the customer to manage this functionality) - Power issues to building or offices - Customer premises network cabling and infrastructure elements (unless supported by an additional EIS contract) - Any other service/hardware/application not explicitly mentioned in the above In scope section 4.4 Network Infrastructure: A reliable high-performance wireless service requires a reliable and high performing network infrastructure to support it. Performance problems with the wireless service could reveal underlying problems with a customer s existing network. EIS will assist in diagnosing faults with a customer s network cabling and infrastructure elements but will not be responsible for repairs. EIS can advise customers on network requirements and standards to support a robust wireless network provision. EIS can also offer a complete managed service covering both wired and wireless networks. Some survey / auditing / diagnosis work may be considered beyond the scope of the wireless managed service and will be chargeable at the standard EIS rates. This will be agreed with the customer before work commences. Page 4 EIS

5 5. Responsibilities 5.1. EIS Responsibilities - EIS is responsible for the support of all wireless access points relating to this service - EIS aims to provide a customer focused, cost effective and high quality of service for the areas of work defined within this SLA - EIS will advise the customer of any circumstances that may adversely affect the level of the service being provided - When a service interruption happens, EIS will respond urgently to restore the service and will work with 3rd party suppliers to enable this to happen - EIS Consultants can be provided to help with projects or change. Standard EIS charges will be applied to projects 5.2. Customer Responsibilities - Use the defined processes for logging incidents and service requests - Train users in the proper use of devices - Respond to requests from EIS, in relation to a current incident or service request - Comply with security and policy requirements set by EIS, Cantium Business Services or its suppliers - Nominate a lead contact with suitable authority to provide liaison between EIS and the customer for matters relating to the service - Provide prompt access to the customer-based infrastructure for EIS staff or its subcontractors. This includes an emergency contact for out of hours access - Agreeing projects and the use of new technology with EIS prior to ordering 6. Continuous Service Improvement 6.1. EIS will commit to on-going improvements to ensure the services provided keep pace with customer needs. We will make use of the latest technology where beneficial to the customer. 7. Escalation and Complaints Procedure 7.1. If you are not satisfied with the level of service, please contact the Service Level Manager in the first instance. If you are still not satisfied, please escalate to the Service Manager and then the Service Delivery Manager. A complaints process is available should you wish to log a formal complaint. Please put your complaint in writing to the Service Level Manager to invoke this process. Page 5 EIS

6 8. Appendix 1: Definitions EIS Commencement Date Customer Means the brand within the Cantium Business Services company, which is owned by KCC As set out in Clause 2.2 of the EIS Terms and Conditions Means the person or organisation who purchase services from EIS KCC Means Kent County Council, Sessions House, County Hall, Maidstone, Kent, ME14 1XQ Incident Means any interruption to the normal functioning of the service Service Request Means any request for advice Response Times Means the response times in the table set out in Appendix 2 Start to Fix Services Means the time it takes before an attempt is made to start to fix the issue in the table set out in Appendix 2 Means those services described in this document and any variation agreed in accordance the EIS Terms and Conditions document Software Supported Products Terms and Conditions Working Day Working Hours Service Requests Access Point LAN Means the Software described in this document Means the Software and Hardware Means the EIS Terms and Conditions as amended from time to time by EIS Means Mondays to Fridays (inclusive) excluding any bank and other public holidays Means 08:00 to 17:00 hours (inclusive) Means requests for advice/changes that are not impacting the use of the service Means the physical device that allows a wi-fi device to connect to the network Means Local Area Network, the cabling and infrastructure that provides access to remote services and applications PoE QoS SSID Means Power over Ethernet Means Quality of Service Means Service Set ID and creates wi-fi networks with different profiles Page 6 EIS

7 9. Appendix 2: Response Times Start to Fix Times The start to fix times in the table below are during core hours on normal working days (Monday to Friday 08:00 to 17:00). Priority Relevance Start to Fix 1. Critical Complete failure of the wireless network 20 mins 2. High Partial loss of functionality of wireless network e.g. provisioning of guest accounts, single access point failure with high impact. 3. Moderate Partial loss of functionality of wireless network e.g. provisioning of guest accounts, single access point failure with low impact. 1 Hour 8 Hours 4. Low All other reported issues and service requests 5 Working Days 9.1. EIS aims to resolve the maximum number of problems possible the same day using telephone/remote support. Calls that are escalated to a 3rd Party for resolution or advice will be monitored by EIS to ensure a timely response is received In the event of a major outage effecting a significant number of customers, EIS will provide an alert on our website and a message on our telephone system. Further updates on the progress of resolving the issue will appear regularly on our website. Page 7 EIS