NSM Sample Agreement

8/8/2019 NSM Sample Agreement

1/11

SAMPLE CUSTOMERSAMPLE CUSTOMERSAMPLE CUSTOMERSAMPLE CUSTOMER

Network Service ManagementNetwork Service ManagementNetwork Service ManagementNetwork Service Management

Prepared by:

BEVLINBuilding Better Networks

22 Depot StreetPO Box 1816

Duxbury, MA 02331


2/11

Table of Contents

1 EXECUTIVE SUMMARY................................................................................................................. 3

2 CONTRACT ABSTRACT................................................................................................................. 3

2.1 SUMMARY.................................................................................................................................... 32.2 DELIVERABLES............................................................................................................................. 32.3 ANNUALCOST ............................................................................................................................. 3

3 ASSUMPTIONS AND RESPONSIBILITIES.................................................................................. 4

3.1 SAMPLECUSTOMER RESPONSIBILITIES ................................................................................. 43.2 BEVLIN RESPONSIBILITIES ........................................................................................................ 43.3 ENGAGEMENT ASSUMPTIONS....................................................................................................... 53.4 CHANGEMANAGEMENT............................................................................................................... 53.5 INDEMNIFICATION ........................................................................................................................ 53.6 CONFIDENTIALITY ........................................................................................................................ 53.7 CONTRACT TERM,RENEWAL, ANDCANCELLATION ..................................................................... 5

4 SUPPORT REQUEST PROCEDURES ........................................................................................... 6

4.1 DESIGNATED CUSTOMERCONTACT(S)......................................................................................... 64.2 BEVLINSUPPORTCONTACTS ..................................................................................................... 6

4.2.1 Telephone Support ....................................................................................................................... 64.2.2 Email Support .............................................................................................................................. 6

4.3 BEVLINRESPONSEGUIDELINES ................................................................................................. 64.3.1 Initial response: ........................................................................................................................... 64.3.2 Technical Resource response:...................................................................................................... 6

5 PRIORITY LEVELS.......................................................................................................................... 7

6 SERVICE LEVEL AGREEMENT................................................................................................... 7

6.1 SERVICE LEVEL............................................................................................................................ 7

6.1.1 8x5xNBD Support ........................................................................................................................ 76.1.2 24x7x4 Support ............................................................................................................................ 7

6.2 HARDWARE SUPPORT................................................................................................................... 86.3 SOFTWARE SUPPORT .................................................................................................................... 86.4 PRO-ACTIVE SYSTEMMAINTENANCE .......................................................................................... 86.5 NON-EMERGENCYSUPPORT......................................................................................................... 8

6.5.1 Telephone Support ....................................................................................................................... 86.5.2 Email Support .............................................................................................................................. 9

6.6 NON-COVERED SERVICES&COMPONENTS.................................................................................. 96.6.1 System Administration.................................................................................................................. 96.6.2 Third Party Integration................................................................................................................ 96.6.3 Provider Circuits ......................................................................................................................... 96.6.4 Manufacturer Warranties and Availability of Hardware........................................................... 10

7 COVERED COMPONENTS........................................................................................................... 10

8 CONTRACT ACCEPTANCE......................................................................................................... 11

The following document (it herein after) is the property of and is proprietary to BEVLIN. It is notto be disclosed in whole or in part without the expressed written consent of an authorized BEVLINemployee. It shall not be duplicated or used, in whole or in part, for any purpose other than todocument BEVLIN network service management contract, and shall be returned upon request.


3/11

Network Service Management Confidential

BEVLIN 866-621-6244 Page 3 of 11

1 Executive Summary

BEVLIN looks forward to extending our partnership with SAMPLE CUSTOMER by providing thisSupport Contract. BEVLIN utilizes a proven service delivery value model to define every clientsexpectations up-front. The enclosed contract enables us to mutually review, agree upon, anddocument all contract essentials before the contract period begins. We take this approach to giveyou the assurance that your needs will be met accurately and consistently.

We will consistently communicate and measure the service with your team to ensure success andyour complete satisfaction. We hold ourselves fully accountable for the achievement of theservice delivery and SAMPLE CUSTOMER resulting satisfaction. We believe your satisfactionmeasures our success.

BEVLIN has met with SAMPLE CUSTOMER to discuss ways in which our expertise can assistyou in meeting your strategic business initiatives. We have used this information to develop thefollowing contract.

2 Contract Abstract

2.1 Summary

Two Year 24x7 Network Service Management with 8x5x4 Onsite Network Support for CiscoWAN infrastructure installed at the following locations:

TBD

2.2 Deliverables

Network Service Management as defined in sections 3 through 7.

2.3 Annual Cost

TBD


4/11


BEVLIN 866-621-6244 Page 4 of 11

3 Assumptions and Responsibilities

BEVLIN has made certain assumptions to scope and price this contract. The assumptionspertaining to the engagement responsibilities directly impact our ability to deliver the services

defined here. In the case that the assumptions and responsibilities are not met, we will notify youof potential change orders.

3.1 SAMPLE CUSTOMER Responsibilities

The customer will be responsible for the following:

Designate a person or persons to whom all BEVLIN communications may be addressedand who has the authority to act on all aspects of the Services. Such person(s) shall beidentified as the Customer Contact(s), with whom BEVLIN will communicate exclusively.Customer contact(s) will be responsible for the following:

o Initiate the service request.

o Be present and available on-site while the BEVLIN resource is present

o Provide BEVLIN with accurate information regarding the support question orproblem.

o Perform all testing once the technical issue has been resolved.

Provide BEVLIN with remote access to the system in the form of, at minimum, a dial-inconnection, and if possible an Internet connection, including firewall clearance.

Provide BEVLIN with required security clearance and passwords to gain access to thenecessary network systems and facilities while on site.

Provide BEVLIN with a suitable cubicle or office space to be used while on site, as wellas access to a telephone, a fax machine, and a LAN port with an IP address. If Internetaccess is not available, an analog telephone line for dial-out access will be required.

3.2 BEVLIN Responsibilities

BEVLIN will be responsible for the following:

24x7 proactive monitoring of specified network elements: Automatically identifies andisolates faults, and raises trouble tickets

Provide a qualified specialist for technical issues directly relating to the specified networkelements, with a response time as defined in sections 4 through 6.

Phone or email response for general, non-emergency questions relating to the coveredcomponents of the system, during normal business hours of 8:00 AM to 5:00 PM,Monday through Friday, excluding BEVLIN recognized holidays. This support is providedat no extra charge, and must be initiated through either the published support emailaddress or telephone number.


5/11


6/11


BEVLIN 866-621-6244 Page 6 of 11

component. Contract renewal for a particular component can be refused at the solediscretion of BEVLIN.

4 Support Request Procedures

4.1 Designated Customer Contact(s)

A support incident may only be initiated by the designated customer contact(s), defined ina separate attachment upon contract execution.

4.2 BEVLIN Support Contacts

4.2.1 Telephone Support

Dial the BEVLIN support line at XXX-XXX-XXXX Option 4

4.2.2 Email Support

Email a detailed question to [email protected] during business hours.

4.3 BEVLIN Response Guidelines

4.3.1 Initial response:

Call center operator opens a new ticket in BEVLIN Call Tracking System

Operator enters customer information

Operator performs basic troubleshooting per BEVLIN Initial Response check list

Determine priority level per Problem Priority Definitions

Check customer component inventory list for level of coverage

Set response time

Contact appropriate technical resource

4.3.2 Technical Resource response:

On call engineer calls customer back within 1 hour

On call engineer performs advanced troubleshooting over the phone with thecustomer

On call engineer determines next course of action

On call engineer notifies BEVLIN call center of planned action

On call engineer either resolves problem or escalates the resolution


7/11


BEVLIN 866-621-6244 Page 7 of 11

5 Priority Levels

Priority 1:An existing system is down or there is a critical impact to the end users businessoperation. BEVLIN and end user will commit full-time resources to resolve the situation.

Priority 2:Operation of an existing system is severely degraded, or significant aspects of the endbusiness operation are being negatively impacted by unacceptable system performance.BEVLIN and end user will commit full-time resources during standard business hours toresolve the situation.

Priority 3:Operational performance of the system is impaired while most business operationsremain functional. BEVLIN and end user are willing to commit resources during standardbusiness hours to restore service to satisfactory levels.

Priority 4:Information or assistance is required on manufacturer product capabilities, installation, orconfiguration. There is clearly little or no impact to the end users business operation.BEVLIN and end user are willing to provide resources during standard business hours toprovide information or assistance as requested.

6 Service Level Agreement

6.1 Service Level

The level of support purchased for the solution defines emergency support response times.The two support levels are defined below:

6.1.1 8x5xNBD Support

Guaranteed one-hour callback by BEVLIN support specialist from 8:00 AM to 5:00PM, Monday through Friday excluding BEVLIN observed holidays.

4-hour response for on-site remedial support requests provided BEVLIN hasdetermined the need for on-site service before 3:00 PM the prior day. For callsplaced after 3:00 PM, next business day support will be provided.

Unlimited incidents.

Parts and materials for remedial hardware support per associated manufacturercontract or within above response time as defined in Section 7.

Priority 1 (System Down) Support for 8x5 ContractsIn the event that BEVLIN is asked to respond to an off-hours system downemergency for an 8x5xNBD contract, the customer will be invoiced for time spent at

BEVLIN standard Time and Material Rates. Non-Covered Services and Components will be billed at the standard BEVLIN Time

and Materials rates as noted in the quote.

6.1.2 24x7x4 Support

Guaranteed one-hour call-back by BEVLIN support specialist


8/11


BEVLIN 866-621-6244 Page 8 of 11

Four hour on-site remedial support twenty-four (24) hours per day, seven (7) daysper week, including BEVLIN observed holidays, from the time that BEVLINdetermines the need for on-site service.

Unlimited incidents.

Parts and materials for remedial hardware support per associated manufacturercontract or within above response time as defined in Section 7.

Non-Covered Services and Components will be billed at the standard BEVLIN Timeand Materials rates as noted in the quote.

6.2 Hardware Support

BEVLIN will facilitate the troubleshooting and replacement of all components covered bythe Customers associated Cisco SmartNet support contract listed in Section 7, if deemednecessary by working with the necessary manufacturers Technical Assistance Center.

6.3 Software Support

Software (such as Call Manager, Call Manager Express and Unity software) support isdictated by the BEVLIN service level (as detailed above).

Software is supported only as installed per the original installation. Contract does notinclude changes to ACD, call routing, queues, or any other feature that was notconfigured during the initial installation. Contract does not cover basic administrationtasks such as user/phone adds, moves and changes, voice mail configuration, user callplan configuration, etc.

The ability to recover the system at its most recent configuration is dependant upon theexistence of a suitable backup. Customer is responsible for maintaining system backups.

In the event of a hardware failure, system remedy time is limited to the response level ofthe associated Cisco SmartNet Contract.

6.4 Pro-Active System Maintenance

System maintenance such as patches, hot fixes, etc. may be provided depending uponthe level of maintenance purchased, as defined in the associated quotation andaccompanying literature.

6.5 Non-Emergency Support

6.5.1 Telephone Support

During business hours, non-emergency support can be obtained, by the designatedcustomer contact(s), by calling the BEVLIN support line. The customer contact shouldstate that the message is of a non-emergency nature.

BEVLIN support help desk will attempt to provide an immediate answer. In the event thatan immediate answer is not available, an BEVLIN engineer will research the issue and


9/11


BEVLIN 866-621-6244 Page 9 of 11

call back once an answer is found. The answer may be of a general nature, and requireexpertise on the part of the customer to implement. This support does not cover basicadministration tasks such as user/phone adds, moves and changes, voice mailconfiguration, user call plan configuration, etc.. This support does not include questionsor issues relating to changes or additions to the system, which will be handled as an Add\ Move \ Change at BEVLIN standard Time and Material Rates.

6.5.2 Email Support

During business hours, non-emergency support can be obtained, by the designatedcustomer contact(s), by sending an email message to the BEVLIN support email address.The customer contact should state that the message is of a non-emergency nature.

BEVLIN support help desk will attempt to provide an immediate answer. In the event thatan immediate answer is not available, an BEVLIN engineer will research the issue andcall back once an answer is found. The answer may be of a general nature, and requireexpertise on the part of the customer to implement. This support does not cover basicadministration tasks such as user/phone adds, moves and changes, voice mailconfiguration, user call plan configuration, etc. This support does not include questionsor issues relating to changes or additions to the system, which will be billable as an Add \Move \ Change at BEVLIN standard Time and Material Rates.

6.6 Non-Covered Services & Components

BEVLIN will make a best effort to determine which component has developed a problemduring the initial call-back. If after BEVLIN troubleshooting, a non-covered component hasbeen determined to be the source of the problem, BEVLIN will work with the site contact todetermine the best course of action.

6.6.1 System Administration

Basic administration tasks such as user/phone adds, moves and changes, voice mail

configuration, user call plan configuration, etc., should be performed by the designatedcustomer system administrator per the documentation provided with the system.Assistance with these tasks can be provided at BEVLIN standard Time and MaterialRates.

6.6.2 Third Party Integration

Integration to third-party products, such as a desktops, laptops, servers, wireless devices,or other telephone system equipment, may require the presence of the vendors supportpersonnel in the event of a system problem. BEVLIN will work in concert with the third-party support person as an Add \ Move \ Change at BEVLIN standard Time and MaterialRates.

6.6.3 Provider Circuits

In the event of a loss of incoming or outgoing calling capability, or site-to-site capability ina multiple location installation, BEVLIN will attempt to determine the source of theproblem. If the problem is due to the providers premise equipment or circuits, BEVLINwill instruct the customer to initiate a trouble ticket with the provider and will monitor thesituation until the problem is resolved.


10/11


BEVLIN 866-621-6244 Page 10 of 11

6.6.4 Manufacturer Warranties and Availability of Hardware

BEVLIN may or may not stock replacement parts for all components included in thecustomers system, unless specifically covered. In the event that BEVLIN has anavailable component for a non-covered item, BEVLIN will replace the failed componentas part of the service described in Section 6, then obtain a warranty replacement andsubsequently install it into the customers system. In the event that BEVLIN does not

have an available component, BEVLIN will work with the manufacturer to obtain acomponent under the manufacturers normal parts replacement procedures and responsetimes.

7 Covered Components

Qty Description


11/11


BEVLIN 866-621-6244 Page 11 of 11

8 Contract AcceptanceShould you have any questions regarding this contract, please contact XXX at XXX-XXX-XXXX

Accepted by:

Customer BEVLIN

Name: Name:

Title: Title:

Signature: Signature:

Date: Date:

BEVLIN Internal Use:Contact NamePhone

Email AddressFaxAddress

Contract #

NSM Sample Agreement

Documents

Transcript of NSM Sample Agreement