The items below describe how the service is managed, as operated by the Provider, for all services provided.
Services are organised as follows:
- The Services Center, and more specifically, the Customer Support Center, Services Support, with the following processes:
- change management, o incident Management, o problem management, o Configuration management, o Release management.
- Services provision, with the following processes:
- service level management, o availability management, o continuity management, o capacity management,
Organisation of Support
The Services Center establishes 2 contact points via which the Provider can gather Customer demands (e.g.: change, modifications, dysfunctioning, etc.) in order to provide responses.
The two contact points are as follows:
- The Provider Customer Support Center (CSC), available 24/7, throughout the year. Each CSC enjoys visibility on the entirety of the service and customer applications hosted,
- The Managed Services Manager (or SDM, for Service Delivery Manager), as part of Premium Support.
The purpose of the Provider support is to manage Requests and Incidents, by carrying out the following actions: o Take charge of the Requests and Incidents, and processing and resolving them; o Communicate the appropriate, up-to-date information to the Customer regarding the processing of the Incidents and Requests which have been duly reported;
The Provider offers the following 3 levels of support, depending on the criticality level of the applications for which the Service is intended: Initial, Standard and Premium.
Support service subscriptions are taken out for a minimum of 6 months. The Customer may modify its order only to move to a higher-range support offer during the commitment period. It then commits once again for 6 months at the new subscription level.
Changes in support level come into effect at the start of the calendar month.
The Provider includes an incident management process, including the opening of tickets towards the Customer’s IaaS supplier by the Provider. The aims of this process consist of:
- Responding as soon as possible in the event of actual or potential breakdown in Customer applications hosted,
- Maintaining communication between the Provider and the Customer regarding the situation stemming from the incident,
- Assessing the incident to determine the risk of its reoccurring or whether it is a sign of a chronic issue.
The Provider addresses incidents:
- proactively, when an incident has been detected by the supervision tools,
- In response mode, when an incident has been reported by the Customer via the CSC.
The incident management stages (whether reported proactively or in response mode) are as follows: Incident taken into account,
- Incident categorised by degree of Priority,
- Analysis and diagnostic review,
- Resolution and resumption of activity,
- Incident case closed following Customer agreement.
The entry points for a request for change are as follows:
- The Cloud Store Portal
- The Customer Service Center,
- The Managed Services Managers, for Customer contracts benefiting from the Business or Premium support levels
Any non-standard request for change is submitted to the Provider validation and may be rejected.
The list of persons authorised to submit requests for change is updated by the Customer and addressed to the Customer Service Center or to the Service Delivery Manager so that the modifications can be incorporated.
If the request for change is originated by the Provider, the Customer’s explicit agreement is sought before implementation can begin. An exception will be made to this procedure where the change was required in response to an Incident of Priority level 1, as defined in the Service Level Agreement. In that event, the Provider notifies the Customer as promptly as possible following implementation of the change.
Through the Cloud Store Portal, the customer can access to the change catalogue for raising the change request. An act of change during standard business hours will be charged the equivalent costs of number of Tokens as indicated in the catalogue. When performed outside the Business Hours or the Business Days of the delivery centres, an act of change accounts for the double (x2) of the number of Tokens indicated in the change catalogue.
The Customer may purchase Tokens on demand or subscribe one or more monthly Token packs, which must be purchased until the end of the commitment period. Tokens not consumed from a pack are not carried over to the next month.
The Provider incorporates upgrades offered by hardware and software suppliers. This includes minor updates – patches, corrections, service packs – as well as major upgrades.
Major upgrade application is considered an additional service and will be invoiced as such to the Customer.
When the Provider decides to produce a new component, the production launch procedure is treated like a request for change, in line with the rules set out for change management.
The Provider ensures that all production servicing is traceable, thanks to an operation tool used by the CSC. These data are stored by the Provider throughout the Contract period and shall be considered as authentic by the Provider and the Customer for execution of this contract.
The Provider manages the reference bases containing the configuration for all elements included in the Service.