Automated Configuration Management Faults & 30 Mins 30 1 Hr 2 Hrs 1 Day Managed Code Deployment Technical Mins Queries Application Performance Guidance Application Monitoring Additional services Remedial 1 Hr 2 Hrs 4 Hrs 12 Hrs N/A The following items are not part of this service and Engineer Actions are described in separate service schedule Commence documents. They may incur an additional charge. Time to Resolve 4 Hrs 4 24 Hrs 72 Hrs 5 Days*** Hrs Virtual Firewalls Load Balancing - an allocation of Internet Bandwidth bandwidth for connecting to and from the internet and/or Node4 MPLS network. an allocation of public Public IP addresses – IP addresses for connecting to virtual machines from the Internet. (DR) Disaster Recovery Replication – replication of virtual machines between two Out of Business Hours hypervisors to recovery of service in a disaster recovery event. This service provides Priority Priority Priority Priority Priority compute and storage resource that can used Description 1 2 3 4 5 to hold replicated virtual machines. The replication of virtual machines is covered in a Faults & 60 60 separate Service Schedule. Technical Mins Mins Queries Email Email It should be assumed that any activity or element of a service that is not described in this schedule is Remedial 2 2 N/A N/A N/A not provided as part of the N4Cloud service. Project Engineer Actions Hours work, than that described, is specifically Commence excluded from this service. Time to Resolve 5 5 N/A N/A N/A Fault reporting Fault** Hours Hours Fault handling Hours of response is dependent on Service Level Faults are handled as outlined as outlined in (Bronze, Silver, Silver Plus, Gold). Node4’s Incident Management Service Schedule. All priority 1 & 2 faults should be raised via the Time to repair tickets system then followed by a call. aims to resolve requests in relation to the Node4 infrastructure causing a loss of service * Acknowledgement refers to an automated service within four (4) hours, with the following response which generates a response and alerts engineers of times: a service failure; or where there is dialogue between the client and the engineer. Business ** will use reasonable endeavours to adhere Description Priority Priority Priority Priority Priority 5 to the TTRF guidelines. Where fault resolution 1 2 3 4 involves third parties, or hardware replacement, then this is subject to the support contracts in place with those parties.
Automated Configuration Management Managed Code Deployment Application Performance Guidance Application Monitoring Additional services The following items are not part of this service and are described in separate service schedule documents. They may incur an additional charge. Virtual Firewalls Load Balancing Internet Bandwidth - an allocation of bandwidth for connecting to and from the internet and/or Node4 MPLS network. Public IP addresses – an allocation of public IP addresses for connecting to virtual machines from the Internet. Disaster Recovery Replication (DR) – replication of virtual machines between two hypervisors to recovery of service in a disaster recovery event. This service provides compute and storage resource that can used to hold replicated virtual machines. The replication of virtual machines is covered in a separate Service Schedule. It should be assumed that any activity or element of a service that is not described in this schedule is not provided as part of the N4Cloud service. Project work, than that described, is specifically excluded from this service. Fault reporting Fault handling Faults are handled as outlined as outlined in Node4’s Incident Management Service Schedule. Time to repair aims to resolve requests in relation to the Node4 infrastructure causing a loss of service within four (4) hours, with the following response times: Business Description Priority 1 Priority 2 Priority 3 Priority 4 Priority 5 Faults & Technical Queries 30 Mins 30 Mins 1 Hr 2 Hrs 1 Day Remedial Engineer Actions Commence 1 Hr 2 Hrs 4 Hrs 12 Hrs N/A Time to Resolve 4 Hrs 4 Hrs 24 Hrs 72 Hrs 5 Days*** Out of Business Hours Description Priority 1 Priority 2 Priority 3 Priority 4 Priority 5 Faults & Technical Queries 60 Mins 60 Mins Email Email Remedial Engineer Actions Commence 2 Hours 2 N/A N/A N/A Time to Resolve Fault** 5 Hours 5 Hours N/A N/A N/A Hours of response is dependent on Service Level (Bronze, Silver, Silver Plus, Gold). All priority 1 & 2 faults should be raised via the tickets system then followed by a call. * Acknowledgement refers to an automated service which generates a response and alerts engineers of a service failure; or where there is dialogue between the client and the engineer. ** will use reasonable endeavours to adhere to the TTRF guidelines. Where fault resolution involves third parties, or hardware replacement, then this is subject to the support contracts in place with those parties.
Schedule%20N4Cloud%20R2.docx