Individualized. A single user is affected (less than one-quarter of individuals, sites, or devices). Urgency Definition ▇▇▇▇▇▇▇ defines the criticality of the incident to the customer’s business. Continuant will work with customer to understand and set the proper urgency level. There are four urgency levels: • Critical – Primary business function is stopped with no redundancy or backup. There may be an immediate financial impact to customer’s business. • High – Primary business function is severely degraded or supported by backup or redundant system. There is potential for a significant financial impact to customer’s business. • Medium – Non-critical business function is stopped or severely degraded. There is a possible financial impact to customer’sbusiness. • Low – Non-critical business function is degraded. There is little or no financial impact. Continuant Incident Management priorities are listed in the matrix below: Continuant will downgrade the incident priority in accordance with the reduced severity of impact or incident resolution. The case may be left open for a prescribed period while operational stability is being assessed. The IncidentTicketwill be resolved by Continuant or customeruponvalidation of theissueremediationand the system’s returning to operational stability. Change Control Continuantwill managethecontrol of change activities of thecoveredequipment. Theprimary goal of this process is to ensure all potential risks of performing changes are documented and communicated. Continuant’s change control responsibilities may consist of the following activities: • Raise and record changes • Assess the impact, benefit, and risk of proposed changes • Confirm business justification and obtain approval Three types ofchanges: DocuSign Envelope ID: 79A592D9-A47D-47DD-85DB-780770F443B8 • Standard – Standard changes are defined as well-known, repeatable, and thoroughly documented procedures. These procedures present a low risk to operations and business services as determined by a standard risk assessment. Standard changes are preauthorized by the customer to be implemented per terms agreed upon by the customer. If the service owner is concerned about the risk and/or potential impact of a change on other services, then a normal or emergency change should be considered. A list of standard change templates may be provided upon request. • Normal – Normal changes are defined as medium/high risk to business services, and therefore must follow the normal change management process. The urgency of normal changes may be upgraded to accelerate the timeline for implementation given customer business justification of an impending business impact. • Emergency – Emergency changes are defined as high risk to the business and require implementation without proceeding through the normal change management process. They may be required to resolve a break/fix situation that has resulted in a service degradation or interruption in service. They may also be needed to address an imminent interruption in service. Emergency changes should leverage existing standard change procedures where applicable to reduce the associated risk. These changes should also be related to a corresponding incident where a service disruption or potential disruption has been recorded. OEM Management Continuant will manage the customer’s OEM support contract, when possible, by opening tickets with the OEM on behalf of the customer. The OEM is responsible for the fulfillment of their ticket. Customer requirements: • Customermust provide Continuantwith a Letter of Agency (LOA) for representation for each OEM. • Customer must provide Continuant with a copy of the OEM support contract, to include: • OEM support contract # • Description of support (i.e. 24/7, next business day, etc.) • Expiration date For Microsoft customers: • Continuant will establish a Cloud Solution Provider (CSP) relationship with the customer. The CSP relationship allows Continuant to open service cases with Microsoft on behalf of the customer, through Continuant’s advanced support contract with Microsoft. • Customer must accept the CSP relationship request from Continuant. Event Management Continuant will provide 24/7 Event Management that includes system monitoring and management of events for covered equipment, where applicable and possible. Continuant's Network Operations Center (NOC) will manage the Event Management services provided to the customer. The Continuant NOC will identify critical components in thecustomers’ environment and define key event thresholds for the specific system DocuSign Envelope ID: 79A592D9-A47D-47DD-85DB-780770F443B8
Appears in 1 contract
Sources: Continuant Agreement
Individualized. A single user is affected (less than one-quarter of individuals, sites, or devices). Urgency Definition ▇▇▇▇▇▇▇ defines the criticality of the incident to the customer’s business. Continuant will work with customer to understand and set the proper urgency level. There are four urgency levels: • Critical – Primary business Primarybusiness function is stopped with no redundancy or backup. There may be an immediate financial impact to customer’s business. • High – Primary business function is severely degraded or supported by backup or redundant system. There is potential for a significant financial impact to customer’s business. • Medium – Non-critical business function is stopped or severely degraded. There is a possible financial impact to customer’sbusiness. • Low – Non-critical business function is degraded. There is little or no financial impact. Continuant Incident Management priorities are listed in the matrix below: Continuant will downgrade the incident priority in accordance with the reduced severity of impact or incident resolution. The case may be left open for a prescribed period while operational stability is being assessed. The IncidentTicketwill be resolved by Continuant or customeruponvalidation of theissueremediationand theissueremediation and the system’s returning to operational stability. Change Control Continuantwill managethecontrol of change activities of thecoveredequipmentthecovered equipment. Theprimary goal of this process is to ensure all potential risks of performing changes are documented and communicated. Continuant’s change control responsibilities may consist of the following activities: • Raise and record changes • Assess the impact, benefit, and risk of proposed changes • Confirm business justification and obtain approval Three types ofchanges: DocuSign Envelope ID: 79A592D9-A47D-47DD-85DB-780770F443B8 • Standard – Standard changes are defined as well-known, repeatable, and thoroughly documented procedures. These procedures present a low risk to operations and business services as determined by a standard risk assessment. Standard changes are preauthorized by the customer to be implemented per terms agreed upon by the customer. If the service owner is concerned about the risk and/or potential impact of a change on other services, then a normal or emergency change should be considered. A list of standard change templates may be provided upon request. • Normal – Normal changes are defined as medium/high risk to business services, and therefore must follow the normal change management process. The urgency of normal changes may be upgraded to accelerate the timeline for implementation given customer business justification of an impending business impact. • Emergency – Emergency changes are defined as high risk to the business and require implementation without proceeding through the normal change management process. They may be required to resolve a break/fix situation that has resulted in a service degradation or interruption in service. They may also be needed to address an imminent interruption in service. Emergency changes should leverage existing standard change procedures where applicable to reduce the associated risk. These changes should also be related to a corresponding incident where a service disruption or potential disruption has been recordedbeenrecorded. OEM Management Continuant will manage the customer’s OEM support contract, when possible, by opening tickets with the OEM on behalf of the customer. The OEM is responsible for the fulfillment of their ticket. Customer requirements: • Customermust Customer must provide Continuantwith a Letter of Agency (LOAAgency(LOA) for representation for representationfor each OEM. • Customer must provide Continuant with a copy of the OEM support contract, to include: • OEM support contract # • Description of support (i.e. 24/7, next business day, etc.) • Expiration date For Microsoft customers: • Continuant will establish a Cloud Solution Provider (CSP) relationship with the customer. The CSP relationship allows Continuant to open service cases with Microsoft on behalf of the customer, through Continuant’s advanced support contract with Microsoft. • Customer must accept the CSP relationship request from Continuant. Event Management Continuant will provide 24/7 Event Management that includes system monitoring and monitoringand management of events for covered equipment, where applicable and possible. Continuant's Network Operations Center (NOC) will manage the Event Management services provided to the customerthecustomer. The Continuant NOC will identify critical components in thecustomers’ environment and define key event thresholds for the specific system DocuSign Envelope IDcomponents. Event Management requires thecustomerto provide remote access and alerting capabilities to Continuant. This may include the customer allowing the installation of Continuant software and/or servers. Continuant will provide structured levels of notifications to the customer for significant events detected in the customers’ environment. Continuant Event Management will trigger incident management, where applicable. Customer must adhere to the following: 79A592D9• Implementation of Continuant’s Event Management services requires an on-A47D-47DD-85DB-780770F443B8premises monitoring platform, remote connectivity, and installation • Continuant will provide and manage the Event Management software and toolsrequired for Event Management Root Cause Analysis The objective of root cause analysis is to remotely diagnose the root cause of an incident. Continuant will provide a report of the root cause and a corrective action analysis for all P1/P2 Incidents. This report will provide, at a minimum, the following items: • The root cause and scope of the incident, including any impacted service level(s) • Identification and analysis of obstacles in recovering services or coveredequipment • A preventative action plan to prevent future occurrences Technical Assistance Center (TAC) Continuant makes technical support available to customers via our team of engineers with Original Equipment Manufacturer (OEM) certifications. The TAC is designed to provide guidance to a technical person from the customer, regarding general questions about the coveredequipment. • Does not require Continuant to perform changes or programming • Does not require onsite technical resources • Does not require a scheduled maintenance window • Does not require discovery • Can be completed in 15 minutes or less. Continuant TAC will stop at 15 minutes. Any workwhich exceeds 15 minutes will be billed at timeandmaterial rates. Continuant will advise the customer of the rates and obtain customer approval before providing any further support. Service Level Management Continuant will monitor and report on service levels where applicable and provide monthly reports. Service Level Objectives (SLOs) apply only to work performed oncoveredequipmentthataremanaged exclusively by Continuant. Continuant will adhere tothe SLOs duringserviceoperation. Serviceoperation commences upon agreement between Continuant and the “customer” when theservice transition phase is complete. SLOs do not apply during service transition. Time to Notify (TTN) Continuantwill respond toincidentsandservicerequests raisedthroughthemanagementplatformby electronically notifying a specifiedcustomercontact(s) within the TTN timeframe. Cases Time to Notify specified contact SLO Target All Incidents and Service Requests 15 minutes from case opened time/date 99% of Cases Time to Restore (TTR) TTR refers to the time elapsed between the failure which caused the incident and when Continuant restores the managed component to an acceptable operational state. Incident Level Time to Restore SLO Target P1 Incidents 4 Hours 95% of cases P2 Incidents 12 Hours 95% of cases P3 Incidents 72 Hours 95% of cases P4 Incidents 120 Hours 95% of cases Time to Fulfill Continuant has categorized service requests into categories, based on the level of complexity and the amount of time required to complete the request. The chart below provides a breakdown of the Continuant SLOs for completingservicerequest from the different categories: Service Request Category Time toFulfill SLO Target Remote Simple 2 Business Days 95% of cases Remote Simple - Expedited 8 Hours 95% of cases Remote Complex 5 Business Days** 95% of cases On-Site Simple 3 Business Days 95% of cases On-Site Complex 5 Business Days** 95% of cases Project No SLO N/A **SLO time commences upon Continuant receiving signed quote fromcustomer. Business days are Monday through Friday, excluding Continuant-observed holidays. Time to deliver a Root Cause Analysis Cases Time to deliver an RCA SLO Target P1/P2 Incidents 10 business days 95% of cases Additional Monthly Service Level Reports: • Mean Time to Restore and Fulfill • SL Trends Scorecard • We will also report on problems, changes, and eventsaccordingly. SLO measurements exclude the following conditions from the elapsed time: • Delays caused by customer in resolving the qualifying issue (for example, waiting for response on change window or on-site resources) • Any mutually agreed schedule of activities that causes service levels to fall outside of measured SLO defined obligations • SLO will be “paused” for hardware replacement delivery to the customer location, either from a manufacturer maintenance agreement or hardware replacement services from Continuant • Delays or faultscaused by thirdpartyequipment,services,orvendors—such ascarriers in resolving the qualifying issue • Otherfactors outside of Continuant’sreasonable control for which Continuant is not responsible • Acquisition andinstallation time of new software to be installed on themanagedcomponent due to software defects or bugs Preventative Maintenance (Meeting Rooms Only) Continuant will perform Preventative Maintenance Services on the Covered Equipment. Preventative Maintenance shall include inspecting, cleaning, and testing of Covered Equipment to ensure that the systems are operating per design specifications. Preventative Maintenance will be completed annually. For new installs, Preventative Maintenance will not be completeduntil one year fromthe date ofinstall, dependentupon scheduling conveniencebetween Customer and Supplier. For existing systems, Preventative Maintenance will be scheduled by the Continuant PM during service transition. General tasks that are typically completed during a routine preventative maintenance visit mayinclude: • Inspect and test all system control functions and panels. • Testapplicable AV signalsources and displays.Ensurethatallinputandoutputaudioandvideosignals meet manufacturers systemspecifications. • Perform test video conference calls if required. • Perform general maintenance and cleaning of all system components. Clean all monitor faces, touch screens, camera lenses and projector optics. All audio, video and control cables, patch fields and hardware inspected, tightened and repaired as necessary. ADDITIONAL SERVICES Onsite Incident Management Continuant will provide 24/7 onsitesupport thatensures normal service operation is restored as quickly as possible and the business impact is minimized through the dispatch of local technicians. Activities may include 24/7 dispatch of local technicians for diagnostics, troubleshooting and/or parts replacement (parts not included).Customer is responsiblefor24/7access tothepremises.Onsiteincidentmanagementwillbe billed at T&M rates. All dispatches are subject to a 2-hour minimum and trip charge. Simple Service Requests A Simple Service Request (SSR) is a formal request from the customer for service on equipment. SSRs are considered a minor and routine configuration change affecting one useror device. These requests do not requireany research or review of documentation and are allcompleted remotely. SSRs are notscheduledand will be completed according to time to fulfill service level definitions. The following types of work are considered an SSR and follow the below criteria: • Low risk, System Administration Work (move-add-change-deletion) • Affects a singleuser • A standard type of change does not require a normal or emergency change request. • Can be done at will (does not require specific scheduled work window); fulfilled within SLO • Customermust allow Continuant remoteaccess to the application or equipment to perform SSRs. The requested feature must be currently supported by the firmware present on the device and known to be working correctly. In some cases, a SSR may requirethe dispatch of a Continuant technician for on- sitework. In this event,customermustprovide approvalbeforetechnician is sent on-site. On-sitework will be billed at current time and material rates plus a trip charge. • SSRs arefulfilled during standard business hours as defined for thelocation and are billable at Continuant’s T&M rates • Aspecifiednumber of SSRs may be purchased as part of themonthly managed services contract, the specified number must be identified on the investment page of this proposal • If no specified number of SSRs are purchased monthly, or if the Customer uses more SSRs than the specified amount, each SSR will be billable at Continuant’s T&M rates. • Expedited SSRs are requests the customer requires to be completed within accelerated timeframes. Expedited SSRs will be subject to an additional $50.00 per request. • Onsite SSRs cannot be expedited Complex Service Requests and Projects A Remote Complex Service Request is defined as medium-risk, remote system administration work performed within an application that affects multiple users. Remote Complex Service Requests must be completed in less than 40 hours. ARemoteComplexService Requestrequires an approvedRFC.AllRemote Complex Service Requests are to be billed T&M rates. A project is any request where completion does not fit in the Remote Simple or Remote Complex types of service requests. A project will require a separate SOW to account for design, resource, schedule, and pricing. DEFINITIONS • Managed Services Package – Continuant provides Managed Services in three plans: Basic, Extended, and Premium. • Covered Equipment - Equipment, hardware, components, and software to be maintainedby Continuant is defined as covered equipment. All covered equipment items must be listed in the contract between Continuant and the customer to be covered under the Managed Services Package. • Customer Requirements Document (CRD) - This is a document used by the Continuant Project Management Offi ce (PMO) to document information about covered equipment, customer contacts, and other importantinformation required by Continuant to deliver services effectively. • Authorized User - An authorized user is an individual whom the customer’s organization has authorized to request work, perform changes, and approvemaintenance windows. • Service Transition - The phase of the contract term, just after contract signatures, where setup activities begin. Setup activities may include identifying customer stakeholders, establishing remote access, documenting credentials, and activating event management. • Service Operation - The phase of the contract termwhere all the service transition activities are complete. Service operation commences upon agreement between Continuant and the customer, once the service transition phase is complete. • StandardBusinessDaysand Hours - Business daysareMonday through Friday, excludingContinuant observed holidays. Business hours are 8:00am - 5:00pm according to your local time. CUSTOMER RESPONSIBILITIES Customer will provide the following, which are necessary to seller’s performance hereunder: • CompletetheLetter of Agency(LOA) document,containingcarrierinformation, phonenumbers, and service address(es) • Provide a project contact for information gathering, escalation, and remote or onsite assistance, and schedules resources whennecessary • Provide Continuant required logins, accounts and/or administrative roles to manage the covered equipment • Customer is responsible to acquire and/or renew all necessary OEM licensing and software services • Customer is responsible for its network and network management Customer Requirements Document Continuant will send a Customer Requirements Document (CRD) to the customer, which provides key information for service delivery. The customer is responsible for filling out the CRD, which may include: • Customer representative contactname • Authorized contacts to request support services • Location of the site(s) to be managed • Network connectivity de
Appears in 1 contract
Sources: Addendum to Continuant Agreement