NOC Manage

1.0   INTRODUCTION
This document specifies the scope of the services delivered to the end customer by LOGIC SPEAK NOC & HELP DESK SERVICES (“LOGIC SPEAK”).

 2.0   PURPOSE
The purpose of this document is to provide a detailed description of the services delivered by LOGIC SPEAK for MONITORING (NOC) Services. As a requirement to start services, this document must be accepted by the VAR/CLIENT to serve as an agreement for the scope and deliverables of the services under LOGIC SPEAK.

 3.0   SCOPE
This document specifies the scope and schedule of the services delivered to the end customer: detailing services provided for the users of this service and the delivery schedule under the NOC MANAGE package.  

 Any items not explicitly covered within this document are considered out -of-scope. 

 NOC MANAGE service includes: 

  • 24X7 Monitoring and alerting using CLIENT tools
  • Remote Troubleshooting and Fix
  • ISP vendor management
  • Proactive checks on network devices

 NOTE: This scope of work is subject to change and modification as needed and without notice.

4.0   DETAILED SCOPE OF MANAGED SERVICES
4.1   24X7 MONITORING AND ALERTING 
 Tasks include: The NOC will monitor the CLIENT’s monitoring system 24×7 and will alert the CLIENT contact based on the priority of the alert and device.

 CLIENT RESPONSIBILITY

  • Provide monitoring system
  • Provide a summary of monitoring templates
  • Access to the monitoring system

NOC DELIVERABLE:

  •  All alerts will be captured by the NOC. As part of the Network monitoring services, the NOC will provide monitoring, alerting, ticketing and escalation to the CLIENT.
  • Incoming alerts will be verified to identify false alerts or alerts where no action is required and actionable alerts will be ticketed and troubleshot by the NOC, then escalated to the CLIENT if necessary.
  • Any tickets/issues which need to be resolved with 3rd party vendors will first be attempted by LOGIC SPEAK, then escalated to the CLIENT if necessary.
  • The CLIENT should assist and approve the NOC team in resolving any WMI, SNMP & Group Policy issues in the network.
  • Remote access to network devices should be provided to the NOC Team.
  • Onsite support provided by CLIENT as required by the NOC team.

4.2   ISP VENDOR MANAGEMENT
 The NOC will contact the ISP in the event of WAN/Internet issues. The NOC will create tickets with the ISP vendor and escalate the issue to the CLIENT following the escalation matrix provided in the Partner Portal. 

 NOTE: Monitoring of Internet/WAN interface of the device(s) by the NOC is mandatory for ISP Vendor Management.

 NOC DELIVERABLE:

  • The NOC will monitor Internet connectivity, call the ISP or create online ticket, and also escalate the issue to the CLIENT following the standard escalation process
  • All ISP related issues, such as, Internet down or high latency will be escalated to the ISP either by phone call or online ticket creation
  • All conversations with the ISP will be updated in the ticket

THE CLIENT’S RESPONSIBILITY

The CLIENT is required to provide the following details during on-boarding process before the start of the services: 

  • Name of the ISP
  • Location of the client
  • Bandwidth / service plan details
  • Circuit ID & Service provider member ID
  • ISP online credentials to create ticket

We recommend the customer maintain valid support contracts with all ISP vendors. It is required that the customer and/or CLIENT authorize the NOC to act on their behalf when coordinating with the ISP. 

 NOTE: NOC will not follow-up with the ISP vendor for ticket updates or for any issue resolution.

4.3   INCIDENT REPORTING AND TROUBLESHOOT 
 TASKS INCLUDE:

  • Analyze incidents to identify underlying problems (once the incident is handled)
  • Record, classify and diagnose problems
  • Transfer problems into “known errors”
  • Updating the ticket with complete chronology and the steps to remediate the incident

NOC OUT OF SCOPE  

  • Requests which require less than 60 minutes of effort per request are included in the monthly contract. For requests exceeding the 60-min effort level, customer authorization will be obtained because these SRs will be considered as service requests and charged additionally to the customer.
  • SRs which are more than 8 hours in effort level go beyond service requests and are considered as projects beyond the scope of the monthly project. Customer authorization will be obtained for projects
  • Mass installation of software – new or re-installation (Anything installed to more than 3 machines would be considered maintenance and is not included)
  • OS reinstalls or re imaging
  • Restoring backup files or configuring backup devices are included and will require authorization.
  • File Permissions or Group Policy Implementation or troubleshooting.
  • Setup of new devices. PCs (Including Laptops) or peripherals. (Printers or business machines)
  • New or existing Network or other infrastructure setups
  • Core changes to organizational units or Group policy objects are included and will require authorization.
  • No onsite desk side support is included in the standard offering of this service. Custom Application without relevant supporting documentation
  • SharePoint administration (that is, setup or modification of SharePoint website internals)
  • Service requests which are more than 4 hours in effort level go beyond service requests and are considered as projects beyond the scope of the monthly project. Customer authorization will be obtained for projects.

5.0   SUPPORT BENCHMARKS – INCIDENT CLASSIFICATION   

Priority Response SLA Description
Critical 30 Minutes This is an EMERGENCY condition that significantly restricts the use of an application, system or network to perform any critical business function. This could mean that several departments of the client are impacted.
High 2 hours The reported issue may severely restrict use of key devices in the network. This could mean that a single department is impacted but the overall network and servers are functioning.
Medium 4 hours The reported issue may restrict the use of one or more features of the system, but the business or financial impact is not severe.
Low 24 hours The reported anomaly in the system does not substantially restrict the use of one or more features of the product to perform.

6.0   ESCALATION

The LOGIC SPEAK NOC will call escalation contacts as defined by the CLIENT.  This is customizable and will be defined during onboarding.

7.0   TERMS AND CONDITIONS

LOGIC SPEAK agrees to provide, and customer (“Buyer”) agrees to accept, this Service Agreement subject to the following terms and conditions.      

 Coverage.  Services will be provided during the Principle Period of Service (“PPS”), which is defined as that period of time 24-hours a day, Monday through Sunday, Holidays included. (7x24x365).  

Support Services. At Buyer’s request, LOGIC SPEAK will, during the PPS, provide telephone support to Buyer designated staff supporting the defined units.  Our highly skilled and experienced Engineers will assist Buyer’s team to provide quality responsible support services. 

General Limitations.   Services are not intended as consulting, design or implementation.   

Exclusions.  Failures caused by viruses, user abuse and environmental conditions are the responsibility of the customer.