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Commercial in Confidence Page 1 of 14
GMS NETWORK –
BASIC PRODUCT SPECIFICATION
1. INTRODUCTION
This document contains product information for the GMS Network – Basic Service. If you require
more detailed technical information, please contact your Account Manager.
2. SERVICE DEFINITION
2.1 Service Overview
The GMS Network – Basic Service is designed to ensure that the information and visibility required to
manage an organisation’s network infrastructure is available by providing real time network device
monitoring, alerting reporting and management.
The GMS Network – Basic Service is an entry level managed service that provides reactive Device
monitoring and notification to organisations so that they can take action to initiate restoration activities
themselves in the event of Device failure. Organisations can also benefit from the ability to make
changes through the service request process.
The GMS Network – Basic Service also offers a Device Rental and Hardware Maintenance options
that can be utilised in combination with the Basic Service selected by the customer.
The GMS Network – Basic Service can be purchased in any combination with the GMS Network –
Basic service, GMS Network – Premium services (along with Device Rental and Hardware
Maintenance) to deliver differentiated service attributes.
GMS Network Basic
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2.2 Essentials – Access
In order to receive the GMS Network Service you are required to have the appropriate Spark Digital
Essentials – Access: networking service. This Service provides access to the GMS Network
Management Toolsets that are used in the delivery of the GMS Network Service.
This Spark Digital Essentials – Access: networking service can also be used provide you with access
to other Spark Digital Managed Services and Cloud Products, or if an instance already exists – utilised
to provide access for GMS Network.
A separate Spark Digital Essentials Service Schedule will form the detail of this offer.
2.3 Standard Service Features
The key features of our GMS Network - Basic Service are:
GMS Network Basic
Product features Std
Network discovery and mapping
Availability monitoring
Event notification to customer
Service Request fulfilment
Read and write device access
Network discovery and mapping: The Spark Digital management system automatically discovers
Devices within the customer’s network topology and stores details of these in the central repository for
inclusion in reports presented via a customer reporting portal.
Availability monitoring: The management system monitors each Device for its “up/down” status.
Details are stored in the central repository and used to generate summary reports.
Event notification to customer: The management system detects abnormal events (e.g. Device
down) and generates an email to a nominated customer address for follow-up action.
Service Request Fulfilment: Spark Digital provides a service desk that responds to customer
requests for move/add/change functions.
Read and write device access: The customer has read and write access on the device to which
Spark Digital is providing the GMS Network Service and retains responsibility for all changes made to
that device.
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GMS Network Basic Systems & Processes
2.4 Service Options
The key optional features of our GMS Network – Basic service to be selected from are:
Device Rental: Devices to be managed may be provided by Spark Digital on a monthly rental
basis across the term of the contract. The Devices that will be managed are those listed in the
Service Schedule.
Device Rental Contract Term Options Optional
1 Year
2 Years
3 Years
4 Years
5 Years
Hardware maintenance: Spark Digital provides an onsite break-fix service for each approved
managed Device. Spark Digital provides incident management against predefined SLAs. An
appropriate inventory of spare parts is held at various locations. A choice of three Return to
Operations (see paragraph 3.2, Device Management table) coverage hours is available. This
selection determines the hours during which Spark Digital will undertake hardware support and
restoration:
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Hardware Maintenance Service Coverage Hours Optional
Service Support/Restoration Hours
8am - 5pm x 5 days per week excl. public holidays (“8-5x5”)
7am - 7pm x 7 days per week excl. public holidays (“7-7x7”)
24 hours per day x 7 days per week incl. public holidays
(“24x7”)
2.5 Service Management
Service Management for the GMS Network – Basic Service and its technical support requirements are
provided by Spark Digital Operations. Spark Digital Operations will collate and keep information in
accordance with standard Spark Digital operating procedures for specifications relating to the
operation and maintenance of all Devices and software provided under the service.
GMS Network – Basic Service Coverage Hours are defined in the following tables:
GMS Network Basic
Service Coverage Hours Standard Optional
Service Fulfilment
24x7 incl. public holidays
Call Reception
24x7 incl. public holidays
Monitoring hours
24x7 incl. public holidays
Service Support/Restoration Hours
8-5x5 excl. public holidays
7-7x7 excl. public holidays
24x7 incl. public holidays
Service Coverage Hours Types Service Coverage Hours Definition
Service Fulfilment Hours The hours during which Service fulfilment support
desks are operational.
Call Reception Hours The hours during which incoming telephone calls
from customers to the Spark Digital Service Desk are accepted and logged.
Monitoring Hours The hours during which Spark Digital monitors the
customers network for events and alerts.
Service Support/Restoration Hours The hours during which a customer can call and
report a fault or log a request and when work on it will commence.
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Service Support
All service restoration activities for the GMS Network – Basic Service described are restricted to being
handled reactively and apply to customer located devices as detailed within the customers’ service
schedule only. All service restoration calls should be directed to: 0800 65 65 65
Spark Digital Operations will coordinate reactive efforts to identify and help fix faults within the GMS
Network – Basic service product when Hardware Maintenance of customer located devices has been
selected.
Note: Should a customer have a dedicated service desk all calls and email relating to service
restoration should be directed to this service desk in the first instance.
Service Request Management
Normal service and change requests undertaken as a part of the GMS Network – Plus Service product
shall be initiated by the customer contacting the Spark Digital Service Desk.
Service Request (MACs) are to be logged via email: [email protected]
To make a Service Request (MAC) email the GMS Network Service Request Form (Tool) supplied to
you in your Welcome Pack. If you do not have the GMS Network Service Request form (Tool)
available – contact your Spark Digital Account Team
Service and change requests are defined by the following tables.
GMS Network Basic
Service Request (“SR”) Standard
Simple Service Request
Standard Service Request
Complex Service Request
Project
Service Request Name Service Request Description
Simple Service Request A Simple SR is a change to any service parameters that are:
Listed under change types classified as ‘Simple SR’ in the GMS
Network Pricing table listed in paragraph 4.2 below;
Non Urgent;
Involving no more than 10 different changes in total to no more than
2 devices;
Simple SRs can be carried out remotely by Spark Digital without
requiring attendance at a customer's site;
Simple SRs would not require LAN or WAN outage;
A Simple SR will not result in any monthly contract changes.
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Standard Service
Request A Standard SR is a change that:
Change types classified as ‘Standard SR’ in the GMS Network
Pricing table listed in paragraph 4.2 below;
A non-urgent change that can be carried out remotely by Spark
Digital without requiring attendance at a customer's site;
A configuration change involving no more than 10 different changes
to 1-10 devices;
A Standard SR will not result in any monthly contract changes.
Complex Service
Request Complex SR can be defined as:
An urgent Simple or Standard SR;
A configuration change involving more than 10 changes to 1-10
devices;
Changes requiring relocations and additions (move / add /
relinquishment);
Any change that require Spark Digital’s attendance at the customer
site;
Service Request that has an impact on the customer contract (add,
remove devices or change in service plan).
Project A Project can be defined as large scale changes that:
Involve more than 10 devices;
Involve multiple sites;
Require design involvement;
Require elevated co-ordination or operational effort to implement;
Carry a substantial risk of causing outage on the customer network
or causing alarms on monitored devices that are not directly
involved in the SR fulfilment;
Where a request is classified as ‘Project’ the following applies:
Projects should be managed under the BAU Spark Digital Project
process and may even be required to follow Change Management
(as opposed to Service Request Fulfil) Process.
Note: Should a customer have a dedicated service desk all calls and email relating to service requests and change
management should be directed to this service desk in the first instance.
Consulting and Design
Design and architecture consultancy can be offered in conjunction with GMS - Network as a separate
value added professional service.
All additional design and architecture consultancy work agreed upon with the customer and
undertaken on their behalf will be the responsibility of Spark Digital Professional Services to scope
and deliver. This includes a Site Survey defining the areas to be managed to determine or confirm
placement and configuration of Wireless Access Points and Wireless Controllers for optimal network
performance.
The GMS Network - Basic product does not incorporate any aspect of design and architecture
consultancy within its offer.
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2.6 Customer Responsibilities
It is the customer’s responsibility to:
Comply with this The GMS Network - Basic Service Product Specification;
Ensure that everyone the customer is responsible for or that uses this service complies with this
The GMS Network - Basic Service Product Specification;
Provide, configure, operate and support related systems;
Provide Spark Digital with information about the customer's requirements;
Providing a single point of contact for the Spark Digital Service Desk, who will in turn be provided
a Spark Digital internal incident number for every case;
Ensuring that Requests for Service, Change and incidents are clearly communicated to Spark
Digital though the agreed processes;
Assist Spark Digital with implementation, fault resolution, service requests or MAC;
Owning and ensuring any Changes required are implemented via Spark Digital. Spark Digital will
provide input into changes limited to work as requested under a formal service request or MAC;
Provision of the authority to process, approve and schedule Requests for Change and to ensure
that all required information and approvals have been made before submitting a Request for
Change;
Ensuring, through the use of industry recognised tools, that any software forming part of the
managed infrastructure is not affected by any disabling code;
Provision of all consumable items required for the environment etc;
Provision of access to the Device s to be managed by this service. This may be via a Spark
Digital or third party IPVPN service or an internet facing connection via the Essentials Access
Product.
Agree and authorise purchases and upgrades reasonably recommended by Spark Digital for;
stability, Common Operating Environment and IT hardware and software refresh;
Controlling security and security policy outside the scope of the management services, including
physical security, end user accounts, passwords and disposal of sensitive material;
Ensuring that all Devices connected to the customer's network adhere to security and
management policies;
Ensuring that all devices connected to the customer network are currently supported by the
vendor and in the case of a device becoming End of Life (EOL) steps are taken to upgrade the
device as recommended by Spark Digital or hardware maintenance may be withheld;
Reviewing any Requests for Change or Impact Assessment Report and/or Statement of Work
recommendations provided by Spark Digital. Where the customer rejects a change
recommended by Spark Digital in a Request for Change or Impact Assessment Report and/or
Statement of Work that materially affects a Service Level, the customer assumes responsibility for
the risk identified and Spark Digital shall be relieved from meeting the service level in question.
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2.7 Service Implementation
Spark Digital will carry out the following Service Implementation activities:
Spark Digital will coordinate the initial implementation project;
Spark Digital will work with the customer’s staff, providing all necessary scoping, planning, design,
process documentation and implementation required to provide the services described in this
Product Specification;
Discovery and mapping of network infrastructure, monitoring and alerting policies and parameters
that relate to the scope, pricing and delivery of the proposed GMS Network - Basic Service;
Provide planning and design as appropriate to the Service Implementation;
Configure all solution components with the customer, establishing appropriate alerting threshold
levels;
Installing the remote management network and any tools required for remote monitoring and
management of IT or Telecommunications equipment supported by Spark Digital;
Overseeing and integrating the build of all required solution infrastructure as required under the
scope of this Product Specification;
Work to a transition window of an agreed time frame to ensure management continuity;
Communicating support processes, contact numbers and details to nominated customer
personnel;
Complete all activities on the acceptance plan and progress sign off by the customer;
The Service Implementation phase will be completed when all activities identified in this
paragraph 2.6 above have been completed and signed off by the customer.
2.8 Service Boundaries
Unless agreed otherwise, these Services do not include the following:
Management of security components that may reasonably be expected to be found within a
network device, such as; IDS/IPS, firewall module etc.;
Mobile voice services;
The customer’s in-house applications support and development, other than as required at the
Service Desk;
Financial management of the customer’s information technology and communications
Configuration or on-going support of the customer’s applications, other than in-scope shrink-
wrapped applications;
Support of non-Windows / Intel hardware and system software unless otherwise specified herein;
Repair of equipment when not authorised by the manufacturer to do so;
On-site repair or replacement of faulty equipment not covered by an on-site maintenance repair or
replacement agreement;
Configuration or ongoing support of database management system software and databases;
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Configuration or ongoing support of web or application server software;
Installation, upgrades or repair of wiring closets and wiring between closets and workstations;
Consumables, including stationery, printer toners, and fuser assemblies, laptop batteries etc.;
Costs, including parts and labour, relating to non-warranty device or asset management of the
customer’s ICT components;
If Spark Digital is requested to assist the customer with any items listed above as exclusions,
additional charges may apply on a time and materials basis, which shall whenever reasonably
possible be notified by Spark Digital to the customer prior to commencing work on excluded
services.
3. SERVICE TARGETS
This section lists the following:
Functional Performance targets – performance targets of the service itself.
Service Delivery Performance Targets – performance targets for Spark Digital’s delivery of the
service.
Provisioning/Change Performance Targets – performance targets for Spark Digital’s
implementation of and changes to the service.
3.1 Functional Performance Targets
GMS Network - Basic Service Functional Performance Targets are defined in the following tables.
Functional Performance
Target Name
Functional Performance Target
Description Service Target
GMS Network Maintenance
Window
The period when routine
maintenance can be undertaken
on the GMS Network monitoring systems.
Weekly maintenance window for
the GMS Network monitoring
service is between 2:00 am to
7:00 am, Sunday (NZST). Usual
customer notification service
levels apply for providing adequate notice to customers.
3.2 Service Delivery Performance Targets
GMS Network – Basic Service Delivery Targets are defined in the following tables.
GMS Network Basic
Delivery Performance Targets Std Opt
Standard Product
Billing Enquiry Response
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GMS Network Basic
Planned Outage Notification
Call Answering
Alarm Notification
Incident Response Time (hardware failure incident)1
Progress Updates (hardware failure incident)1
Return To Operation (hardware failure incident)1
1. Applicable where hardware maintenance options have been selected
Delivery Performance
Target Name
Delivery Performance Target
Description Service Target
GMS Network Monitoring Service
Billing Enquiry Response The elapsed time during service
hours between reception of a
billing enquiry and a response
from Spark Digital.
Note: billing enquiries should be
directed to the customer’s Service
Delivery or Account Manager and
not through the Spark Digital Service Desk.
Within 5 Business Days.
Planned Outage Notification Elapsed time between advising
customer of a planned outage
and the planned outage
commencement
During the Maintenance
Window (see paragraph 3.1 above): within 5 Business Days
Outside of the Maintenance
Window: within 10 Business
Days
Emergency planned outages:
as much notice as possible
Call Answering The time taken to answer calls to
the Spark Digital Service desk.
Calls abandoned within 20
seconds are excluded from this
measure.
80% of calls are answered within
20 seconds during Call Reception Hours
Return to Operation (device
monitoring)
The elapsed time from the receipt
of an alarm indicating device
monitoring has been interrupted, until it has been restored.
95% within 2 Monitoring Hours
Device Management
Alarm Notification The elapsed time between a
Device impacting alarm
occurrence and the customer
being notified that it has occurred
and is being investigated and/or
resolve
95% within 1 hour during Service Restoration Hours
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Delivery Performance
Target Name
Delivery Performance Target
Description Service Target
Hardware Maintenance
Incident Response Time (hardware failure incident)1
The elapsed time between Call
Reception or device alarm
occurrence and onsite initiation of corrective action.
Priority 1: 95% within 1 hour
during selected Service
Restoration Hours
Priority 2: 90% within 4 hours
during selected Service
Restoration Hours
Priority 3: 90% within 8 hours
during selected Service
Restoration Hours
Priority 4: within 8 hours during
selected Service Restoration Hours or as agreed.
Progress Updates (hardware
failure incident)1
Frequency of updates to the
customer on the status of device
return to operation restoration
activities for incidents requiring
onsite attendance
Priority 1: hourly during Service
Restoration Hours unless otherwise agreed
Return To Operation (hardware failure incident)1
The elapsed time between call
reception or device alarm
occurrence and confirmation to
the customer that the device has
been returned to operation for
incidents requiring onsite attendance
Priority 1: 95% within 6 hours
(metro) or within 8 hours (non-
metro) during selected Service Restoration Hours
Priority 2: 90% within 9 hours
(metro) or within 12 hours (non-
metro) during selected Service Restoration Hours
Priority 3: 90% within 2 Business
Days (metro and non-metro)
Priority 4: As agreed with
Customer
1. Applicable where hardware maintenance options have been selected.
3.3 Incident Priority Matrix
Incident priority is determined from a combination of Impact and Urgency, as described below. Impact
is the effect of the Incident on the client’s business, measured by the number of the client’s users and
the extent of the Client’s ICT Infrastructure that is affected. Urgency indicates the speed of action
required, the degree to which the business can bear a delay in resolution and the availability of a
Workaround or Fix. Priority considers impact and urgency to ensure available resources are applied
effectively according to business rules and Service Levels.
Impact Description
Enterprise Impact to all users at multiple client sites
Impact to a critical site, system or service
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Site/Dept Impact to all users at a single client site
Impact to all users in one department
Multiple Users Impact to multiple users at several sites
Impact to multiple users at one site
One User Impact to a single user
Impact occurred once only
Urgency Description
1 Critical
Will have serious impact on client business if not resolved
within P1 target timeframe
2
High Will have serious impact on client business if not resolved
within P2 target timeframe
3 Average
Will have serious impact on client business if not resolved
within P3 target timeframe
4
Low Will not have serious impact on client business
Priority =
Impact & Urgency
Urgency
1 2 3 4
Imp
act
1 P1 P1 P2 P2
2 P1 P2 P2 P3
3 P2 P2 P3 P3
4 P2 P3 P3 P4
3.4 Provisioning/Change Targets
The GMS Network – Basic Service Provisioning/Change Targets are defined in the following table.
GMS Network Basic
Change/Provisioning Targets Standard
Simple Service Request Completion
Standard Service Request Completion
Complex Service Request Completion
Project Completion
Commercial in Confidence Page 13 of 14
Change/Provisioning
Target Name
Change/Provisioning Target
Description Service Target
Simple Service Request
Completion
The elapsed time between receipt of
Service Request classed as Simple and fulfilment of the Service Request
90% within 10 business
hours
Standard Service Request
Completion
The elapsed time between receipt of
Service Request classed as Standard and fulfilment of the Service Request
As agreed
Complex Service Request
Completion
The elapsed time between receipt of
Service Request classed as Complex and fulfilment of the Service Request
As agreed
Project Completion The elapsed time between receipt of
Service Request classed as a Project and fulfilment of the Service Request
As agreed
4. STANDARD FEES AND INVOICING
4.1 Invoicing
Customer Fees may include one or more of the following:
Installation Fees
Monthly Fees
Moves, Adds and Changes Fees
Call Out Fees.
Implementation Fees
Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing,
activation and handover.
Project Management Fees
Project Management fees are invoiced in arrears and cover items such as organising customer and
third party resources and equipment, achieving project budgets, timeframes and deliverables, and
minimising project risk.
Fixed Monthly Fees
Fixed monthly fees are invoiced in advance and cover the provision and management of the GMS
Network services included in the customer’s GMS Network Service Schedule. Fixed monthly fees are
applicable from the date that Spark Digital advises the customer that the service is capable of being
used between the designated service delivery points. Spark Digital is not responsible for the
customer’s non-use of the service due to implementation delays beyond the service delivery points.
Commercial in Confidence Page 14 of 14
Variable Fees
Any applicable variable fees, for example associated with time, volume or usage, are normally
invoiced monthly in arrears.
Miscellaneous Fees
One-time fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations,
and configuration changes requested by the customer.
4.2 Service Requests – Moves Adds and Changes (MACs)
Definitions:
Moves and Adds: are relocations of or additions to site connections or terminating equipment that
require Spark Digital attendance at a customer's site.
Configuration Changes: Configuration Changes are changes to any service parameters that are
carried out remotely by Spark Digital without requiring attendance at a customer's site.
Complex Service Requests (MACs): Spark Digital and the customer will treat complex MACs as a
project for which a timetable and charges will be agreed.
Service Hours: All Service Requests (MACs) will be carried out at Spark Digital's discretion during the
agreed service hours. There is an additional charge for implementing MACs at a specific time
requested by the customer.
Service Request (MAC) Fees: shall be charged as per clause 4 of the Service Schedule.