notice. If the change is a detrimental change, it will be managed in accordance with the relevant section of General Terms of Our Customer Terms. VCE Support Services Management Levels The inclusions and services levels for each of the five management levels of VCE Support Services are summarised in the following table. Inclusions marked as are available ‘optional’ at additional cost. The service levels are targets only, and we do not promise to meet them. Management ROBO Appliance Service Managed Fully Level Domain Critical Managed Controller Appliance Service Remote Business hours Remote Remote Fully Elements business remote support managed managed managed hours for dedicated 24x7 business 24x7 support for single workload business hours VCE VCE low touch VCE Product critical VCE Product Product with VCE Product appliance Product platform full incident, appliances running appliance support with change and with minimal platforms such with full service low impact as Unified SLA's for request. change Communications. critical Telstra/VCE Proactive request. Pre-defined incident and defined platform Telstra/VCE service service management, service levels. request. levels. provisioning and capacity planning. Combination of remote and onsite management support. ITIL Based ITSM Support SLA Basis Single Single Defined By Incident Single By Incident Defined Service levels and SR Defined and SR Service Criticality Service Criticality levels levels SLA Basis Single Single Defined By Incident Single By Incident Defined Service levels and SR Defined and SR Service Criticality Service Criticality levels levels SLA - 80% 80% See Below 85.00% See Below threshold SR Response 48 hrs Priority 1 - 1 24 hrs. Priority 1 - 1 Hour (90% Hour (90% of of Requests) Requests)
notice. If the change is a detrimental change, it will be managed in accordance with the relevant section of General Terms of Our Customer Terms. VCE Support Services Management Levels The inclusions and services levels for each of the five management levels of VCE Support Services are summarised in the following table. Inclusions marked as ‘optional’ are available at additional cost. The service levels are targets only, and we do not promise to meet them. Management Level ROBO Domain Controller Appliance Service Critical Appliance Managed Fully Managed Service Elements Remote business hours support for low touch VCE Product appliances with minimal low impact change request. Business hours remote support for dedicated single workload VCE Product appliance running platforms such as Unified Communications. Pre-defined Telstra/VCE service levels. Remote managed 24x7 business critical VCE Product appliance with full SLA's for critical incident and service request. Remote managed business hours VCE Product platform support with Telstra/VCE defined service levels. Fully managed 24x7 VCE Product with full incident, change and service request. Proactive platform management, provisioning and capacity planning. Combination of remote and onsite management support. ITIL Based ITSM Support SLA Basis Single Defined Service levels Single Defined Service levels By Incident and SR Criticality Single Defined Service levels By Incident and SR Criticality SLA Basis Single Defined Service levels Single Defined Service levels By Incident and SR Criticality Single Defined Service levels By Incident and SR Criticality SLA - threshold 80% 80% See Below 85.00% See Below SR Response 48 hrs 24 hrs. Priority 1 - 1 Hour (90% of Requests) Priority 1 - 1 Hour (90% of Requests)
cloud-on-premises.docx