GMS NETWORK PREMIUM SERVICE PRODUCT SPECIFICATION 1. … · The GMS Network – Premium Service is...

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GMS NETWORK – PREMIUM SERVICE –

PRODUCT SPECIFICATION

1. INTRODUCTION

This document contains product information for the GMS Network - Premium Service. If you require

more detailed technical information, please contact your Account Manager.

2. SERVICE DEFINITION

2.1 Service Overview

The GMS Network – Premium Service is designed to ensure that the information and visibility required

to manage an organisations network infrastructure is available by providing real time network device

monitoring, alerting reporting and management.

The GMS Network - Premium Service is a fully managed service that provides proactive device

monitoring, alerting, reporting, trouble shooting and hardware maintenance restoration as standard to

organisations requiring a complete infrastructure and service management solution. Organisations

benefit from a number of inventory, performance and capacity reports, in addition to the ability to make

changes through the service request process and being able to outsource all incident and problem

management activities to Spark Digital.

The GMS Network - Premium Service also offers a Device Rental option (paragraph 2.3) that can be

utilised in combination with the Premium Service selected by the customer.

The GMS Network - Premium Service can be purchased in any combination with the GMS Network –

Basic service and the GMS Network - Plus service (along with Device Rental and Hardware

Maintenance) to deliver differentiated service attributes.

GMS Network Premium

WAN Services

Spark Digital Router

Switches

Spark Digital Router

Switches

3rd

Party WAN

WiFi WiFi

Customer Router 3rd Party Router


2.2 Essentials – Access

In order to receive the GMS Network Service you are required to have the appropriate Spark Digital

Essentials – Access: networking service. This Service provides access to the GMS Network

Management Toolsets that are used in the delivery of the GMS Network Service.

This Spark Digital Essentials – Access: networking service can also be used provide you with access

to other Spark Digital Managed Services and Cloud Products, or if an instance already exists – utilised

to provide access for GMS Network.

A separate Spark Digital Essentials Service Schedule will form the detail of this offer.

2.3 Standard Service Features

The key features of the GMS Network - Premium Service are:

GMS Network Premium

Product Features Std Opt

Network discovery and mapping

Availability monitoring

Performance monitoring

Device inventory reporting

Event notification to customer

Event notification to Spark Digital Operations

Performance reporting

Capacity reporting

Incident management

Problem management

Automated configuration backup

Configuration deployment

Service Request fulfilment

Read Only Access

Hardware maintenance

Network Discovery and Mapping: The Spark Digital management system automatically discovers

devices within the customer’s network topology and stores details of these in the central repository for

inclusion in reports presented via a customer reporting portal.

Availability Monitoring: The management system monitors each device for its “up/down” status.

Details are stored in the central repository and used to generate summary reports.

Performance Monitoring: The management system monitors performance levels relevant to different

classes of device. Details are stored in the central repository and used to generate summary reports.

Device Inventory Reporting: An inventory of devices that are managed in the network are accessible

in online reports along with details of location as defined in management systems.


Event Notification to Spark Digital Operations: The management system detects abnormal events

(e.g. device down) and generates an alert to Spark Digital Operations to initiate diagnose and incident

resolution.

Performance Reporting: Details of performance statistics captured for devices are available in the

portal.

Capacity Reporting: Details of device capacity statistics captured for devices are available in the

portal.

Incident Management: Spark Digital investigates the cause of an incident that it has been advised of,

via either an automated event notification or via a customer logging an incident with the Service Desk.

Customers will also be emailed incident notifications for severity 1 and severity 2 incidents, where they

have opted to select notification of events.

Problem Management: Where reoccurring or multiple related incidents have taken place, Spark

Digital performs analysis of the cause and makes recommendations on steps that can be taken to

prevent future occurrences or reduce the impact of a future occurrence.

Automated Configuration Backup: The management system stores a backup of device

configuration in the central repository. The customer may request a copy of the backup through the

Service Desk.

Configuration Deployment: Spark Digital manages the implementation and deployment of changes

to device configuration requested by the customer.

Service Request Fulfilment: Spark Digital provides a service desk that responds to customer

requests for move/add/change functions.

Read Only Access: The customer has read only access on the device that Spark Digital is providing

the GMS Network Service. Spark Digital has responsibility for all changes made to that device.

Hardware Maintenance: Spark Digital provides an onsite break-fix service for each approved

managed device. Spark Digital provides incident management against predefined SLAs. An

appropriate inventory of spare parts is held at various locations. A choice of three Return to

Operations (see paragraph 3.2, Device Management table) coverage hours is available.


GMS Network Premium Systems & Processes

Tier 0 NOCTier 1

Service Desk

Tier 2

Operations

Tier 2

Field delivery

Tier 3

Operations

Spark Digital

logistics

Vendor(e.g. Cisco TAC

as required)

Remote

support/

diagnosis

Remote

support/

diagnosis

Nationwide

replacement

Triage events,

perform root

cause analysis

Onsite support

required

Escalation for access

to vendors as

required (Spark Only)

Phone support

CustomerCustomer can view

reporting portal

Event alerts

Assign incidents

Event alerts

Managed Service monitoring and reporting systemsA

CC

OU

NT

MA

NA

GE

ME

NT

SE

RV

ICE

DE

LIV

ER

Y M

AN

AG

EM

EN

T

Provides hardware

restoration service

in place of

standard warranty

Managed Service

maintenance (Mandatory)

2.4 Service Options

The key optional features of our GMS Network service to be selected from are:

Device Rental: Devices to be managed may be provided by Spark Digital on a monthly rental

basis across the term of the contract. The Devices that will be managed are those listed in the

Service Schedule.

Device Rental Contract Term Options Premium

1 Year

2 Years

3 Years

4 Years

5 Years

Hardware maintenance: Spark Digital provides an onsite break-fix service for each approved

managed Device. Spark Digital provides incident management against predefined SLAs. An

appropriate inventory of spare parts is held at various locations. A choice of three Return to

Operations coverage hours is available. This selection determines the hours during which Spark

Digital will undertake hardware support and restoration:


Hardware Maintenance Service Coverage Hours Premium

Service Support/Restoration Hours Optional

8am - 5pm x 5 days per week excl. public holidays (“8-5x5”)

7am - 7pm x 7 days per week excl. public holidays (“7-7x7”)

24 hours per day x 7 days per week incl. public holidays (“24x7”)

Event Notification to Customer: The management system detects abnormal events (e.g. device

down) and generates a notification email to a nominated customer address informing the

customer what follow-up action is necessary when optionally selected in the GMS Network -

Premium Service.

GMS Network Premium

Product Features Optional

Event notification to customer

2.5 Service Management

Service Management for the GMS Network - Premium Service and its technical support requirements

are provided by Spark Digital Operations. Spark Digital Operations will collate and keep information in

accordance with standard Spark Digital operating procedures for specifications relating to the

operation and maintenance of all equipment and software provided under the service.

The GMS Network - Premium Service Coverage Hours are defined in the following table:

GMS Network Premium

Service Coverage Hours Std Opt

Service Fulfilment

24x7 incl. public holidays

Call Reception


Monitoring hours


Service Support/Restoration Hours

8-5x5 excl. public holidays

7-7x7 excl. public holidays



Service Coverage Hours Types Service Coverage Hours Definition

Service Fulfilment Hours The hours during which Service fulfilment support desks are

operational.

Call Reception Hours The hours during which incoming telephone calls from

customers to the Spark Digital Service Desk are accepted and logged.

Monitoring Hours The hours during which Spark Digital monitors the customers

network for events and alerts.

Service Support/Restoration Hours

The hours during which a customer can call and report a fault or log a request and when work on it will commence.

Service Support

Problem Management and Service Restoration

Spark Digital Operations will co-ordinate efforts to identify and help fix faults within the GMS Network -

Premium Service product including Hardware Maintenance should they occur. All Problem Management and service restoration calls should be directed to: 0800 65 65 65

Note: Should a customer have a dedicated service desk all calls and email relating to Problem

Management and service restoration should be directed to this service desk in the first instance.

Service Request Management

Normal service and change requests undertaken as a part of the GMS Network - Premium Service

product shall be initiated by the customer contacting the Spark Digital Service Desk.

Service Request (MACs) are to be logged via email: [email protected]

To make a Service Request (MAC) email the GMS Network Service Request Form (Tool) supplied to

you in your Welcome Pack. If you do not have the GMS Network Service Request form (Tool)

available – contact your Spark Digital Account Team

Service and change requests are defined by the following tables.

GMS Network Premium

Service Request (“SR”) Standard

Simple Service Request

Standard Service Request

Complex Service Request

Project

mailto:[email protected]


Service Request Name Service Request Description

Simple Service Request A Simple SR is a change to any service parameters that are:

Listed under change types classified as 'Simple SR' in the GMS

Network Pricing table listed in paragraph 4.2 below;

Non Urgent;

Involving no more than 10 different changes in total to no more than

2 devices;

Simple SRs can be carried out remotely by Spark Digital without

requiring attendance at a customer's site;

Simple SRs would not require LAN or WAN outage;

A Simple SR will not result in any monthly contract changes.

Standard Service

Request A Standard SR is a change that:

Change types classified as 'Standard SR' in the GMS Network

Pricing table listed in paragraph 4.2 below;

A non-urgent change that can be carried out remotely by Spark

Digital without requiring attendance at a customer's site;

A configuration change involving no more than 10 different changes

to 1-10 devices;

A Standard SR will not result in any monthly contract changes.


Complex SR can be defined as:

An urgent Simple or Standard SR;

A configuration change involving more than 10 changes to 1-10

devices;

Changes requiring relocations and additions (move / add /

relinquishment);

Any change that require Spark Digital's attendance at the customer

site;

Service Request that has an impact on the customer contract (add,

remove devices or change in service plan).

Project A Project can be defined as large scale changes that:

Involve more than 10 devices;

Involve multiple sites;

Require design involvement;

Require elevated co-ordination or operational effort to implement;

Carry a substantial risk of causing outage on the customer network

or causing alarms on monitored devices that are not directly

involved in the SR fulfilment;

Where a request is classified as ‘Project’ the following applies:

Projects should be managed under the BAU Spark Digital Project

process and may even be required to follow Change Management

(as opposed to Service Request Fulfil) Process.

Note: Should a customer have a dedicated service desk all calls and email relating to service requests and change management should be directed to this service desk in the first instance.


Consulting and Design

Design and architecture consultancy can be offered in conjunction with GMS - Network as a separate

value added professional service.

All additional design and architecture consultancy work agreed upon with the customer and

undertaken on their behalf will be the responsibility of Spark Digital Professional Services to scope

and deliver.

The GMS - Network Premium product does not incorporate any aspect of design and architecture

consultancy within its offer.

2.6 Customer Responsibilities

It is the customer’s responsibility to:

Comply with this The GMS Network - Premium Service Product Specification;

Ensure that everyone the customer is responsible for or that uses this service complies with this

The GMS Network - Premium Service Product Specification;

Provide, configure, operate and support related systems;

Provide Spark Digital with information about the customer's requirements;

Providing a single point of contact for the Spark Digital Service Desk, who will in turn be provided

a Spark Digital internal incident number for every case;

Ensuring that Requests for Service, Change and incidents are clearly communicated to Spark

Digital though the agreed processes;

Assist Spark Digital with implementation, fault resolution, service requests or MAC;

Owning and ensuring any Changes required are implemented via Spark Digital. Spark Digital will

provide input into changes limited to work as requested under a formal service request or MAC;

Provision of the authority to process, approve and schedule Requests for Change and to ensure

that all required information and approvals have been made before submitting a Request for

Change;

Ensuring, through the use of industry recognised tools, that any software forming part of the

managed infrastructure is not affected by any disabling code;

Provision of all consumable items required for the environment;

Provision of access to the devices to be managed by this service. This may be via a Spark Digital

or third party IPVPN service or an internet facing connection via the Essentials Access Product

Agree and authorise purchases and upgrades reasonably recommended by Spark Digital for;

stability, Common Operating Environment and IT hardware and software refresh;

Controlling security and security policy outside the scope of the management services, including

physical security, end user accounts, passwords and disposal of sensitive material;

Ensuring that all devices connected to the customer's network adhere to security and

management policies;

Reviewing any Requests for Change or Impact Assessment Report and/or Statement of Work

recommendations provided by Spark Digital. Where the customer rejects a change

recommended by Spark Digital in a Request for Change or Impact Assessment Report and/or


Statement of Work that materially affects a Service Level, the customer assumes responsibility for

the risk identified and Spark Digital shall be relieved from meeting the service level in question.

2.7 Service Implementation

Spark Digital will carry out the following Service Implementation activities:

Spark Digital will coordinate the initial implementation project;

Spark Digital will work with the customer's staff, providing all necessary scoping, planning, design,

process documentation and implementation required to provide the services described in this

Product Specification;

Discovery and mapping of network infrastructure, monitoring and alerting policies and parameters

that relate to the scope, pricing and delivery of the proposed The GMS Network - Premium

Service Service;

Provide planning and design as appropriate to the Service Implementation;

Configure all solution components with the customer, establishing appropriate alerting threshold

levels;

Installing the remote management network and any tools required for remote monitoring and

management of IT or Telecommunications equipment supported by Spark Digital;

Overseeing and integrating the build of all required solution infrastructure as required under the

scope of this Product Specification;

Work to a transition window of an agreed time frame to ensure management continuity;

Communicating support processes, contact numbers and details to nominated customer

personnel;

Complete all activities on the acceptance plan and progress sign off by the customer;

The Service Implementation phase will be completed when all activities identified in this

paragraph 2.6 above have been completed and signed off by the customer.

2.8 Service Boundaries

Unless agreed otherwise, these Services do not include the following:

Management of security components that may reasonably be expected to be found within a

network device, such as; IDS/IPS, firewall module etc.;

Mobile voice services;

The customer's in-house applications support and development, other than as required at the

Service Desk;

Financial management of the customer's information technology and communications

Configuration or on-going support of the customer's applications, other than in-scope shrink-

wrapped applications;

Support of non-Windows / Intel hardware and system software unless otherwise specified herein;

Repair of equipment when not authorised by the manufacturer to do so;


On-site repair or replacement of faulty equipment not covered by an on-site maintenance repair or

replacement agreement;

Configuration or ongoing support of database management system software and databases;

Configuration or ongoing support of web or application server software;

Installation, upgrades or repair of wiring closets and wiring between closets and workstations;

Consumables, including stationery, printer toners, and fuser assemblies, laptop batteries etc.;

Costs, including parts and labour, relating to non-warranty device or asset management of the

customer's ICT components;

If Spark Digital is requested to assist the customer with any items listed above as exclusions,

additional charges may apply on a time and materials basis, which shall whenever reasonably

possible be notified by Spark Digital to the customer prior to commencing work on excluded

services.

3. SERVICE TARGETS

This section lists the following:

Functional Performance targets – performance targets of the service itself.

Service Delivery Performance Targets – performance targets for Spark Digital’s delivery of the

service.

Provisioning/Change Performance Targets – performance targets for Spark Digital’s

implementation of and changes to the service.

3.1 Functional Performance Targets

The GMS Network - Premium Service Functional Performance Targets are defined in the following

tables.

Functional Performance

Target Name

Functional Performance Target

Description Service Target

GMS Network Maintenance

Window

The period when routine

maintenance can be undertaken

on the GMS Network monitoring systems.

Weekly maintenance window for

the GMS Network monitoring

service is between 2:00 am to

7:00 am, Sunday (NZST). Usual

customer notification service

levels apply for providing adequate notice to customers.

3.2 Service Delivery Performance Targets

The GMS Network - Premium Service Delivery Targets are defined in the following tables.


GMS Network Premium

Delivery Performance Targets Std

Standard Product

Billing Enquiry Response

Planned Outage Notification

Call Answering

Alarm Notification

Initial Restoration Update

Incident Response Time (remotely resolvable incident)

Progress Updates (remotely resolvable incident)

Return To Operation (remotely resolvable incident)

Remote Configuration Release

Incident Response Time (hardware failure incident)1

Progress Updates (hardware failure incident)1

Return To Operation (hardware failure incident)1

Note

1. Applicable where hardware maintenance options have been selected

Delivery Performance

Target Name

Delivery Performance Target


GMS Network Monitoring Service

Billing Enquiry Response The elapsed time during service

hours between reception of a

billing enquiry and a response

from Spark Digital.

Note: billing enquiries should be

directed to the customer’s Service

Delivery or Account Manager and

not through the Spark Digital Service Desk.

Within 5 Business Days.

Planned Outage Notification Elapsed time between advising

customer of a planned outage

and the planned outage commencement

During the Maintenance

Window (see paragraph 3.1 above): within 5 Business Days

Outside of the Maintenance

Window: within 10 Business

Days

Emergency planned outages:

as much notice as possible



Target Name



Call Answering The time taken to answer calls to

the Spark Digital Service desk.

Calls abandoned within 20

seconds are excluded from this measure.

80% of calls are answered within

20 seconds during Call Reception

Hours

Return to Operation (device

monitoring)

The elapsed time from the receipt

of an alarm indicating device

monitoring has been interrupted,

until it has been restored.

95% within 2 Monitoring Hours

Device Management

Alarm Notification The elapsed time between a

Device impacting alarm

occurrence and the customer

being notified that it has occurred

and is being investigated and/or resolve

95% within 1 Service Restoration

Hours

Initial Restoration Update The elapsed time between Call

Reception or Device alarm

occurrence and the customer

being notified that initial diagnosis

is completed. An estimated

restore time will be provided, if known.

95% within 60 minutes of Call

Reception or alarm occurrence, during Service Restoration Hours.

Incident Response Time

(remotely resolvable

incident)

The elapsed time between call

reception or device alarm

occurrence and remote initiation of corrective action

Priority 1: 95% within 1 Service

Restoration Hours


Restoration Hours


Restoration Hours


Restoration Hours unless otherwise agreed

Progress Updates (remotely

resolvable incident)

Frequency of updates to the

customer on the status of device

return to operation activities for remotely resolvable incidents

Priority 1: hourly during Service


Return To Operation

(remotely resolvable incident)



occurrence and confirmation to

the customer that the device has

been returned to operation for remotely resolvable incidents.


Restoration Hours


Restoration Hours


Restoration Hours

Priority 4: as agreed with

customer



Target Name




Elapsed time between

acceptance of request to release

configuration and completion of implementation.

As agreed with the customer

Hardware Maintenance

Incident Response Time

(hardware failure incident)¹

The elapsed time between Call

Reception or device alarm

occurrence and onsite initiation of corrective action.

Priority 1: 95% within 1 hour

during selected Service

Restoration Hours

Priority 2: 90% within 4 hours


Restoration Hours



Restoration Hours

Priority 4: within 8 hours during

selected Service Restoration

Hours or as agreed.

Progress Updates (hardware

failure incident)¹

Frequency of updates to the

customer on the status of device

return to operation restoration

activities for incidents requiring

onsite attendance

Priority 1: hourly during Service


Return To Operation

(hardware failure incident)¹



occurrence and confirmation to

the customer that the device has

been returned to operation for

incidents requiring onsite attendance


(metro) or within 8 hours (non-

metro) during selected Service Restoration Hours


(metro) or within 12 hours (non-

metro) during selected Service Restoration Hours

Priority 3: 90% within 2 Business

Days (metro and non-metro)

Priority 4: As agreed with

Customer

1. Applicable where hardware maintenance options have been selected.

3.3 Incident Priority Matrix

Incident priority is determined from a combination of Impact and Urgency, as described below. Impact

is the effect of the Incident on the client’s business, measured by the number of the client’s users and

the extent of the Client’s ICT Infrastructure that is affected. Urgency indicates the speed of action

required, the degree to which the business can bear a delay in resolution and the availability of a

Workaround or Fix. Priority considers impact and urgency to ensure available resources are applied

effectively according to business rules and Service Levels.


Impact Description

Enterprise Impact to all users at multiple client sites

Impact to a critical site, system or service

Site/Dept Impact to all users at a single client site

Impact to all users in one department

Multiple Users Impact to multiple users at several sites

Impact to multiple users at one site

One User Impact to a single user

Impact occurred once only

Urgency Description

1

Critical Will have serious impact on client business if not resolved within P1

target timeframe

2

High Will have serious impact on client business if not resolved within P2

target timeframe

3 Average

Will have serious impact on client business if not resolved within P3 target timeframe

4

Low Will not have serious impact on client business

Priority =

Impact & Urgency

Urgency

1 2 3 4

Imp

act

1 P1 P1 P2 P2

2 P1 P2 P2 P3

3 P2 P2 P3 P3

4 P2 P3 P3 P4

3.4 Provisioning/Change Targets

The GMS Network - Premium Service Provisioning / Change Targets are defined in the following table.

GMS Network Premium

Change/Provisioning Targets Std


Simple Service Request Completion

Standard Service Request Completion

Complex Service Request Completion

Project Completion


Change/Provisioning

Target Name

Change/Provisioning Target



Time to implement any remote

configuration change following

confirmed acceptance.

Within 2 Business Days.

Simple Service Request Completion

The elapsed time between receipt of

Service Request classed as Simple

and fulfilment of the Service Request

90% within 10 business hours

Standard Service Request

Completion


Service Request classed as Standard and fulfilment of the Service Request

As agreed


Completion


Service Request classed as Complex and fulfilment of the Service Request

As agreed

Project Completion The elapsed time between receipt of

Service Request classed as a Project and fulfilment of the Service Request

As agreed

4. STANDARD FEES AND INVOICING

4.1 Invoicing

Customer Fees may include one or more of the following:

Installation Fees

Monthly Fees

Moves, Adds and Changes Fees

Call Out Fees.

Implementation Fees

Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing,

activation and handover.

Project Management Fees

Project Management fees are invoiced in arrears and cover items such as organising customer and

third party resources and equipment, achieving project budgets, timeframes and deliverables, and

minimising project risk.

Fixed Monthly Fees

Fixed monthly fees are invoiced in advance and cover the provision and management of the GMS

Network services included in the customer’s GMS Network Service Schedule. Fixed monthly fees are

applicable from the date that Spark Digital advises the customer that the service is capable of being


used between the designated service delivery points. Spark Digital is not responsible for the

customer’s non-use of the service due to implementation delays beyond the service delivery points.

Variable Fees

Any applicable variable fees, for example associated with time, volume or usage, are normally

invoiced monthly in arrears.

Miscellaneous Fees

One-time fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations,

and configuration changes requested by the customer.

4.2 Service Requests – Moves Adds and Changes (MACs)

Definitions:

Moves and Adds: are relocations of or additions to site connections or terminating equipment that

require Spark Digital attendance at a customer's site.

Configuration Changes: Configuration Changes are changes to any service parameters that are

carried out remotely by Spark Digital without requiring attendance at a customer's site.

Complex Service Requests (MACs): Spark Digital and the customer will treat complex MACs as a

project for which a timetable and charges will be agreed.

Service Hours: All Service Requests (MACs) will be carried out at Spark Digital's discretion during the

agreed service hours. There is an additional charge for implementing MACs at a specific time

requested by the customer.

Service Request (MAC) Fees: shall be charged as per clause 4 of the Service Schedule.

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