The below is an indication of the support services that the Managed Service delivers, these are intended to be high level and are tailored to each specific customers requirements shall provide the Customer with the following Services, which shall be performed by the Egton Engineer: the installation and configuration of new Equipment and upgrades to existing Equipment at the Sites; the replacement of old or failing Equipment at the Sites, and the configuration of such replacement Equipment; user support and training at the Sites in relation to the use of the equipment; scheduled maintenance of Equipment at the Sites; the repair of faults in the Equipment at the Sites, including where required by the Customer the requesting of necessary replacement parts form the Customer or applicable third party (which shall be paid for by the Customer); the configuration of the Sites local area network connection and email functionality, for the avoidance of doubt this does not include routers, communications links and/or WAN elements of the Customer’s infrastructure; where a fault in the Equipment at a Site is the responsibility of a third party supplier to the Site, the reporting of such faults to such third parties on behalf of the Site, and the project management of such third party suppliers through to resolution of such faults; and consultative services to develop ICT strategy, security strategies, DR and BC plans assistance with Project Management to roll out National Services and ICT projects management any other services agreed in writing between Egton and the Customer. Engineer Availability Standard: 0900 -1700 Monday to Friday. Excludes Public Holidays Service Desk Availability Variant 1: 0700-2200 Monday to Friday 0800-1300 Saturday. Excludes Public Holidays See above table in Standard Service Incident Fix Times Standard: Performance & Support Helpdesk Standard: Service Desk Helpdesk Variant 1 24/7/365 Related Products or Services Where multiple products and services are offered by the Suppliers that have some form of interdependency e.g. one product or service needs to first be in place before this one can be provided or vice-versa then this should be identified here
The below is an indication of the support services that the Managed Service delivers, these are intended to be high level and are tailored to each specific customers requirements shall provide the Customer with the following Services, which shall be performed by the Egton Engineer: the installation and configuration of new Equipment and upgrades to existing Equipment at the Sites; the replacement of old or failing Equipment at the Sites, and the configuration of such replacement Equipment; user support and training at the Sites in relation to the use of the equipment; scheduled maintenance of Equipment at the Sites; the repair of faults in the Equipment at the Sites, including where required by the Customer the requesting of necessary replacement parts form the Customer or applicable third party (which shall be paid for by the Customer); the configuration of the Sites local area network connection and email functionality, for the avoidance of doubt this does not include routers, communications links and/or WAN elements of the Customer’s infrastructure; where a fault in the Equipment at a Site is the responsibility of a third party supplier to the Site, the reporting of such faults to such third parties on behalf of the Site, and the project management of such third party suppliers through to resolution of such faults; and consultative services to develop ICT strategy, security strategies, DR and BC plans assistance with Project Management to roll out National Services and ICT projects management any other services agreed in writing between Egton and the Customer. Availability Standard: Engineer 0900 -1700 Monday to Friday. Excludes Public Holidays Availability Variant 1: Service Desk 0700-2200 Monday to Friday 0800-1300 Saturday. Excludes Public Holidays Incident Fix Times Standard: See above table in Standard Service Performance & Support Helpdesk Standard: Helpdesk Variant 1 Service Desk 24/7/365 Related Products or Services Where multiple products and services are offered by the Suppliers that have some form of interdependency e.g. one product or service needs to first be in place before this one can be provided or vice-versa then this should be identified here
emis_managed_service_v1.1.docx