The table below describes the performance objectives for IToC.
|Time To Repair||4 Hours|
Availability is a measurement of the percentage of total time the IToC service was completely available when measured over a consecutive 365 days (8760 hour) period from the IToC Data Centre to the Internet excluding the standard maintenance window and agreed maintenance and upgrade times.
Time To Repair is the mean time required to restore a service, mean is taken over a one calendar month period. Service Delivery Point means the customer hand off point at customer located client equipment.
Internet Access. If the client is connected to IToC using the Internet and the Internet service provider is not
IToC the connection availability is outside IToC’s control therefore the service unavailability is not covered by
Downtime is the period of time commencing when a customer notifies IToC that the IToC service is not operative and ending when the service is restored.
The following events are not considered as downtime:
Total monthly downtime is the summation of all downtime over a given month. If the total monthly downtime of the IToC service exceeds 4 hours but less than 8 hours in any given month, the customer will receive a 25% rebate on their monthly subscription fee in the following month’s bill.
If the total monthly downtime of the IToC service exceeds 8 hours, the customer is entitled to receive a rebate of 50% of the following month’s invoice.
The following items are included in the services to be provided by Supplier to Customer:
The following items are excluded from the services to be provided by Supplier to Customer:
The following items may incur additional charge in the services to be provided by Supplier to Customer:
Fault resolution of end user site equipment and services. This includes but is not limited to firewalls, security settings, printers, routers and WAN (telecommunications provider) services
The managed and/or hosted applications is listed in the Services Schedule
For all managed applications, IToC acts as the first point of contact for Customer support. User support for these applications will be directed through the Customer.
Managing the applications will include maintaining current service pack levels and hot fixes, as well as maintenance upgrades of the software in question.
For hosted applications, the first point of contact for User support will be the Customer or Application Vendor, as specified in the Services Schedule.
All hosted applications will be upgraded by Supplier at Customer’s request for a fee specified in the Services Schedule.
IToC will upgrade applications in this category with the following conditions:
The supplier maintains a Backup Procedure as follows:
Note: Additional backups of any data set can be made available on a one off or periodic basis to the customer based on charges in the Services Schedule.
Standard Support Hours for Customer are between 08:30 and 17:00 on a Business Day, AEST or AEDST as applicable in the State of New South Wales.
Supplier will use all reasonable endeavours to provide support of the operational environment necessary to deliver the support services within the Standard Support Hours.
Support for the supply of the support services outside the Standard Support Hours will only be provided for level 1 priority problems as defined in the Services Schedule.
Any other (level 2 or 3 priority) problems experienced outside Standard Support Hours should be reported to the Service Desk, which will log them and ensure that they are dealt with as soon as possible within the Standard Support Hours.
If Customer has any specific availability or support requirements outside of these hours they are to notify Supplier in writing with a minimum of 14 days notice.
The Supplier may, at their discretion or via automated process, invoke scheduled maintenance as specified in this schedule. This scheduled maintenance is not included in any calculation for availability.
|Day or Time||Typical Nature of Maintenance||End Time|
|Daily, 12:00am||Scheduled reboots, routine and essential maintenance||4:00am|
|Saturday 12:00am||Routine and essential maintenance, upgrades||Sunday 11:59pm|
|Declared||Essential maintenance, upgrades||As specified|
Declared maintenance refers to maintenance that will result in an outage that may or may not fall within scheduled maintenance windows. Declared maintenance may be executed by the Supplier through notification to the client in writing no less than 48 hours prior to the declared maintenance taking place.
Customer Initiated Request
The following table details the maximum SLA completion times for activities requested by Customer within the Standard Support Hours.
Requests received outside the Standard Support Hours will be treated as if received at the commencement of the next period of Standard Support Hours.
Completion time measurement begins when the receipt of the request following the appropriate Change Management or Service Request Procedures for these services is acknowledged.
|System||Service Type||Target||Max time to complete|
|Windows||Password Reset||30 minutes||4 Hours|
|Windows||Change user information (5 or fewer)||1 Hour||4 Hours|
|Windows||Add New Users (5 or fewer)||1 Hour||4 Hours|
|Windows||Change User Information (5 or fewer)||1 Hour||4 Hours|
|Windows||Delete or disable a User||1 Hour||4 Hours|
|Windows||New Printer and Driver||4 Hour||4 Hours|
|Windows||Change of Printer Queue||4 Hour||4 Hours|