1 PSN Services Service Descriptions - Government Procurement ...

More documents

Recommendations

Info

Avail able Syste m Crash Tech nical Response Resp onse to Site Othe r Faults Tech nical Response Hand set Faults System Faults 562 Monday to Friday (excluding bank Holidays) 08:30 - 18:00 Service Levels (working hours) Monday to Sunday (including bank Holidays) 24 hours per day 8 4 --- 4 --- --- --- 4 --- 4 Service Levels (working hours) 16 8 8 8 8 Next Business Day post out service* It shall be possible for system faults to be logged 24 hours a day, 7 days a week. These shall be subject to the appropriate SLA response to site by a Daisy engineer as agreed in the service description to be agreed with the Customer. “Other system faults” are determined to be any other maintenance call which falls outside of the clearly stated system crash parameters. Daisy shall operate a 24x7 ITIL certified Technical Service Desk (TSD) operation within the Customer Services department. The TSD shall be responsible for logging calls and automatically escalating them against pre-defined Operational Level Agreements to the correct area within Daisy or third party. HOSTED IP TELEPHONY Daisy shall provide a fully hosted and managed telephony solution. The Telephony platform shall be hosted in an enhanced ISO27001 certified, secure and resilient data centre. The onsite premise equipment required shall be a managed router, suitable cabling and a choice of handsets. The platform shall be monitored 24/7 by qualified UK based engineers.
The system shall be modular and it shall be possible for the number of seats or users to be increased and decreased with additional handsets and licences on the assumption that sufficient bandwidth is available. System features shall be controlled via a dedicated web portal on an individual user or administrator basis. It shall be possible for the Customer to invoke disaster recovery plans via a web portal accessed from any web enabled device. The service shall be delivered over Ethernet or DSL services directly into the Daisy core network. The service shall not use the public internet. When the service is provided over Ethernet then Quality of Service shall be configured with the option of a separate vLAN. The Customer shall be able to integrate the Daisy Hosted Telephony Solution into MS Outlook, Explorer and Firefox. Bandwidth and Codec The following Codecs shall be available: 563 G.711a G.729 IP Configuration The voice vLAN will need to be built with sufficient bandwidth to support the required number of calls using the desired voice codec. The components of the platform shall be: BroadSoft BroadWorks Soft Switch Acme Packet Session Border Controllers Access Network (Daisy Data / Daisy Wholesale)
Page 1 and 2:
PSN Services Service Descriptions 1
Page 3 and 4:
Azzurri Communications Ltd 3 Suppli
Page 5 and 6:
5 i. Azzurri Insight consultancy an
Page 7 and 8:
7. 118 enquiries; 7 ii. Azzurri Inb
Page 9 and 10:
9 ▪ Application management § Azz
Page 11 and 12:
British Telecommunications PLC Requ
Page 13 and 14:
13 Authentication and access manage
Page 15 and 16:
15 u) Other Communication Services
Page 17 and 18:
17 **Public Telephony Trunking can
Page 19 and 20:
19 local & national calls inclusive
Page 21 and 22:
21 The Contractor provides the foll
Page 23 and 24:
23 The Contractors UK Network also
Page 25 and 26:
25 o 0845; callers are charged at u
Page 27 and 28:
27 o Time of Day: Routes calls acco
Page 29 and 30:
29 o Messagelink 2: Answers calls w
Page 31 and 32:
31 processors for security of servi
Page 33 and 34:
33 o Smartnumbers Directed Recovery
Page 35 and 36:
35 of network and line features. Tr
Page 37 and 38:
37 There is a maximum ratio equival
Page 39 and 40:
39 Mail Featurenet Voice Featurenet
Page 41 and 42:
41 Featurenet Standard Functions. T
Page 43 and 44:
43 Call Barring: Controls destinati
Page 45 and 46:
45 existing email environment by de
Page 47 and 48:
47 Call Diversion: Directs calls to
Page 49 and 50:
49 This section concentrates on the
Page 51 and 52:
51 o Calls to the PSTN, voice only,
Page 53 and 54:
53 Support for screen based operato
Page 55 and 56:
55 The Contractor’s service offer
Page 57 and 58:
57 Customer Self Administration Cus
Page 59 and 60:
59 egress to a US Toll carrier. Thi
Page 61 and 62:
61 o Search by name. o Up to two en
Page 63 and 64:
63 Size of call - The service is us
Page 65 and 66:
65 Controller capabilities. The Cha
Page 67 and 68:
67 DTMF Control #9 Chairperson Func
Page 69 and 70:
69 feature. This facility may be di
Page 71 and 72:
71 Recovery Bridge" in a separate l
Page 73 and 74:
73 Web enhanced access to the Servi
Page 75 and 76:
75 Automat ed -max 20 Attend ed - m
Page 77 and 78:
77 Dial In The following access met
Page 79 and 80:
79 o Listen Only (Self Mute). This
Page 81 and 82:
81 o Recording. The phone conferenc
Page 83 and 84:
83 manipulation and internal billin
Page 85 and 86:
85 Standards Based Led Desktop Vide
Page 87 and 88:
87 Testing o Connect equipment to i
Page 89 and 90:
89 Video Global Help Desk The Contr
Page 91 and 92:
91 charge to further isolate and re
Page 93 and 94:
93 Ticket Statistics. Ticket Monthl
Page 95 and 96:
95 o Three levels of program suppor
Page 97 and 98:
97 o Feedback: Capture feedback fro
Page 99 and 100:
99 Solution 1 The Video Conference
Page 101 and 102:
101 o Global Certified Partner. POL
Page 103 and 104:
103 meetings. The Service provides
Page 105 and 106:
105 o Feature o Detail applications
Page 107 and 108:
107 o Feature o Detail File Formats
Page 109 and 110:
109 During a session, information i
Page 111 and 112:
111 Preparation and organisation. R
Page 113 and 114:
113 computers that connect to the s
Page 115 and 116:
115 o Service delivered on a range
Page 117 and 118:
117 Service speeds The Contractors
Page 119 and 120:
119 10 Gb 90 working days, subject
Page 121 and 122:
121 100Mb for release within the ne
Page 123 and 124:
123 Virtual Private Networking (VPN
Page 125 and 126:
125 Co-location services - The Cont
Page 127 and 128:
127 o Ironwork and cable trays (und
Page 129 and 130:
129 The Contractor’s Managed Host
Page 131 and 132:
131 Internet Bandwidth is available
Page 133 and 134:
133 Through the portal the customer
Page 135 and 136:
135 o System Compatibility - An App
Page 137 and 138:
137 o Uniform Resource Locator (URL
Page 139 and 140:
139 Explicit, Criminal Activity, Sp
Page 141 and 142:
141 object would then be checked se
Page 143 and 144:
143 Security.Cloud to efficiently a
Page 145 and 146:
145 user, the number of URLs visite
Page 147 and 148:
147 communication occurs once both
Page 149 and 150:
149 Email AntiVirus.cloud delivers
Page 151 and 152:
151 The hosted service leverages an
Page 153 and 154:
153 Reports display performance by
Page 155 and 156:
155 suited for the detection of por
Page 157 and 158:
157 o Remote Access IPSec VPNs: to
Page 159 and 160:
159 o Flexible and scalable offerin
Page 161 and 162:
161 Key Features o Contractor hoste
Page 163 and 164:
163 Assure URU and IP address geo-l
Page 165 and 166:
165 Key Features o A single Sign-on
Page 167 and 168:
167 The Contractor works with multi
Page 169 and 170:
169 automatic update function is bu
Page 171 and 172:
171 o Send encrypted messages to no
Page 173 and 174:
173 o Encryption best practice: pro
Page 175 and 176:
175 o SMX members are notified once
Page 177 and 178:
177 1. Anyone who is interested in
Page 179 and 180:
179 o Using sophisticated Anti-Spam
Page 181 and 182:
181 between internal and external s
Page 183 and 184:
183 This Contractor Service offers
Page 185 and 186:
185 AA) Other Communication Service
Page 187 and 188:
187 o Audit and performance analysi
Page 189 and 190:
189 Efficient Working Package -The
Page 191 and 192:
191 3 rd party HW and SW sourcing a
Page 193 and 194:
) ) ) ) ) The table below is a summ
Page 195 and 196:
) ) ) ) ) ) ) ) o p q r s t u v 195
Page 197 and 198:
197 Transition Services - The take-
Page 199 and 200:
199 Security Assurance ensuring the
Page 201 and 202:
201 Escalation chains for customers
Page 203 and 204:
The Contractor offers a range of se
Page 205 and 206:
o Compliance and governance - Gover
Page 207 and 208:
207 o Infrastructure: bridges, gate
Page 209 and 210:
Cable&Wireless Worldwide The Contra
Page 211 and 212:
211 Security services Security Prac
Page 213 and 214:
The Contractor shall offer a range
Page 215 and 216:
Audio Conferencing The Contractor s
Page 217 and 218:
The Contractor shall offer the opti
Page 219 and 220:
Project Management Service Manageme
Page 221 and 222:
221 Incidents shall be classified b
Page 223 and 224:
ather than Capex - End Users subscr
Page 225 and 226:
225 Basic Voice - all basic PBX Tel
Page 227 and 228:
Call Logging 227 Unlimited calls on
Page 229 and 230:
Conference Cisco 7937G Soft Clients
Page 231 and 232:
Service Provision The Contractor sh
Page 233 and 234:
Service Management The Contractor o
Page 235 and 236:
Service Monitoring 235 Responding t
Page 237 and 238:
The service will provide a number o
Page 239 and 240:
Following the preparation of the Cu
Page 241 and 242:
Numbers - Geographic and Non-Geogra
Page 243 and 244:
Connected Line Identification Prese
Page 245 and 246:
245 G703 and G704 Framed or Unframe
Page 247 and 248:
247 Name of the service affected Ad
Page 249 and 250:
249 The cost of calls to 0843, 0844
Page 251 and 252:
Service Management/Reporting/Servic
Page 253 and 254:
equipment for alarms 24x7. The PBX
Page 255 and 256:
255 A directly connected analogue e
Page 257 and 258:
If it is necessary for engineers to
Page 259 and 260:
259 Level 2 - Service available fiv
Page 261 and 262:
allows remote access for fault iden
Page 263 and 264:
SMS, onward call connect and multip
Page 265 and 266:
Use of Sub-Contractors The Contract
Page 267 and 268:
To initiate/join a conference call,
Page 269 and 270:
269 Codes (PAC) The Contractor shal
Page 271 and 272:
271 Conferencing Active Speaker Mod
Page 273 and 274:
Cisco WebEx Web Conferencing, provi
Page 275 and 276:
275 Audio broadcast Lead scoring an
Page 277 and 278:
via a different number and are gree
Page 279 and 280:
Self-Mute/Unmute - The option to al
Page 281 and 282:
Live Event Support Event moderation
Page 283 and 284:
The online portal will support two
Page 285 and 286:
The Contractor’s Mailbox Service,
Page 287 and 288:
Infrastructure of the Mailbox Servi
Page 289 and 290:
289 Mozilla Firefox. The browser ve
Page 291 and 292:
Technical Standards Industry standa
Page 293 and 294:
If End Users carry out their own mi
Page 295 and 296:
The service allows users to find an
Page 297 and 298:
management tools. The web-based por
Page 299 and 300:
Customer Interface Needs Customer H
Page 301 and 302:
Role Customer 301 Full management o
Page 303 and 304:
The Contractor’s Hosting Service
Page 305 and 306:
provides all its Hosting Services i
Page 307 and 308:
Backup and Restore Services The Con
Page 309 and 310:
309 Compuware OptimalJ Eclipse Ente
Page 311 and 312:
Distributed Protection provides dua
Page 313 and 314:
to connect the Customer to the plat
Page 315 and 316:
All non-conformities/observations a
Page 317 and 318:
either a Counter Terrorist Check or
Page 319 and 320:
The Service includes regular report
Page 321 and 322:
E-Mail filtering Service Descriptio
Page 323 and 324:
withdrawn by the GSLB service in th
Page 325 and 326:
Contractor shall produce network sc
Page 327 and 328:
Whenever an authentication client r
Page 329 and 330:
329 Initial consultancy, design and
Page 331 and 332:
The Contractor’s proxy service ca
Page 333 and 334:
333 High-level rule-base Proposed d
Page 335 and 336:
Use of Sub Contractors The Contract
Page 337 and 338:
337 Service RMADS and service accre
Page 339 and 340:
data held on the Logger appliance t
Page 341 and 342:
341 The Weekly Incident Report will
Page 343 and 344:
The Contractor’s change managemen
Page 345 and 346:
Security Standards Risk Awareness 3
Page 347 and 348:
� Application � Security Techni
Page 349 and 350:
Professional Services can be delive
Page 351 and 352:
351 o Throttled bandwidth o Committ
Page 353 and 354:
Security Features Service Support T
Page 355 and 356:
ps 1000M 355 100Mbps 20Mbps burst 1
Page 357 and 358:
357 Primary and secondary DNS - The
Page 359 and 360:
The Resilient Service Internet Port
Page 361 and 362:
The DDOS mitigation service operate
Page 363 and 364:
363 The Internet router shall adver
Page 365 and 366:
the backup link less preferred. HSR
Page 367 and 368:
Proactive Monitoring As standard, t
Page 369 and 370:
Suppression The following events ar
Page 371 and 372:
371 End User Experience Service Des
Page 373 and 374:
time component of APM shall automat
Page 375 and 376:
Reporting The Customer will be prov
Page 377 and 378:
applications. It is possible to mea
Page 379 and 380:
(design/implementation) Professiona
Page 381 and 382:
381 Alarm-triggering hysteresis Ala
Page 383 and 384:
Interaction with STORM uses web-bas
Page 385 and 386:
The STORM platform receives an emai
Page 387 and 388:
The set up of the inbound or outbou
Page 389 and 390:
shall give the Customer the maximum
Page 391 and 392:
level and specific aspects of manag
Page 393 and 394:
393 Domain Name Service - This prov
Page 395 and 396:
The Professional Services capabilit
Page 397 and 398:
397 Network Level Firewalls - These
Page 399 and 400:
399 Network Intrusion Detection Ser
Page 401 and 402:
Real-time Services Within this serv
Page 403 and 404:
Operational Service Support Operati
Page 405 and 406:
The Cassidian support solution ensu
Page 407 and 408:
Service On-Boarding and Off-Boardin
Page 409 and 410:
Service Off-Boarding - EngSy At the
Page 411 and 412:
ITILv3 Processes All elements of th
Page 413 and 414:
413 process, and its associated act
Page 415 and 416:
415 minimise the impact of Change r
Page 417 and 418:
performed in line with the Cassidia
Page 419 and 420:
419 The Request Fulfilment Service
Page 421 and 422:
Equipment and Support, ISS, Poplar
Page 423 and 424:
Resilience These service offerings
Page 425 and 426:
status. The manual compliance audit
Page 427 and 428:
For additional security the Cassidi
Page 429 and 430:
429 Conference Bridge o Ready Acces
Page 431 and 432:
Enhanced Client Features - Addition
Page 433 and 434:
Service Management Offering Voice S
Page 435 and 436:
Additionally the Cassidian solution
Page 437 and 438:
437 Full Central Managed Service de
Page 439 and 440:
439 View and modify details of an e
Page 441 and 442:
Security Environments Supported All
Page 443 and 444:
443 Primary Master Name Server - Ma
Page 445 and 446:
The Cassidian DNS implementation pr
Page 447 and 448:
It should be noted that within this
Page 449 and 450:
Given the nature of DHCP a multi ho
Page 451 and 452:
451 Ticketing System - This functio
Page 453 and 454:
453 Change Management Process - To
Page 455 and 456:
(CMDB). Any unauthorised configurat
Page 457 and 458:
Organisational Acceptable Use Polic
Page 459 and 460:
459 SPAM Campaigns - Eliminate over
Page 461 and 462:
461 Inter-Organisational Messaging
Page 463 and 464:
Web Messaging - Web messaging will
Page 465 and 466:
465 Proactively protect against evo
Page 467 and 468:
467 Design and delivery of a fully
Page 469 and 470:
Hosting Environment 469 Co-location
Page 471 and 472:
The Cassidian service management te
Page 473 and 474:
Provisioning of the service offerin
Page 475 and 476:
Service Consumers wishing to connec
Page 477 and 478:
When the Service Consumer procures
Page 479 and 480:
The Service Consumer only need prov
Page 481 and 482:
The Secure Managed Storage Service
Page 483 and 484:
483 Access to the servers is enable
Page 485 and 486:
unauthorised access to the other sy
Page 487 and 488:
All other security measures such as
Page 489 and 490:
Compliance Audits Security policy c
Page 491 and 492:
491 Support to the Service Consumer
Page 493 and 494:
upgrades. The encryptors that are u
Page 495 and 496:
495 ECTOCRYP ® Blue comes with 100
Page 497 and 498:
497 Consumer Services Machine Based
Page 499 and 500:
Security Service - Secure Remote Ac
Page 501 and 502:
for the Service Consumer or in part
Page 503 and 504:
A patching deployment review will b
Page 505 and 506:
ensures the firewall elements are i
Page 507 and 508:
Cassidian will manage these gateway
Page 509 and 510:
The CCND Service automates the coll
Page 511 and 512: 511 Full Central Managed Service de
Page 513 and 514: 513 Provide the Service Consumer wi
Page 515 and 516: system can be configured to provide
Page 517 and 518: 517 Meet key requirements of data p
Page 519 and 520: This service shall provide the Serv
Page 521 and 522: Service Management Offering The spe
Page 523 and 524: 523 Service o Authentication o Encr
Page 525 and 526: This holds user devices away at the
Page 527 and 528: Tier 2 - Organisational DS The Orga
Page 529 and 530: Service Management Offering The ser
Page 531 and 532: The XMPP Service is scalability and
Page 533 and 534: Daisy Communications Ltd Daisy Comm
Page 535 and 536: Daisy shall supply a call waiting f
Page 537 and 538: Place orders for new circuits Submi
Page 539 and 540: The Transition/Implementation Phase
Page 541 and 542: Daisy shall not close a fault witho
Page 543 and 544: Daisy shall provide the capability
Page 545 and 546: Supply Options: Daisy’s DDI servi
Page 547 and 548: 4 single numbers 5 single numbers 6
Page 549 and 550: 549 · Call Summary By Period (show
Page 551 and 552: Multi-Plan service number groups -
Page 553 and 554: · Disconnect Grace Period - A grac
Page 555 and 556: · Roll Call - The Customer shall h
Page 557 and 558: · Participant List - The Customer
Page 559 and 560: Web Conferencing SLAs include: 559
Page 561: Daisy shall provide a full range of
Page 565 and 566: Customer to make and receive calls
Page 567 and 568: · Directory - The corporate direct
Page 569 and 570: Tech nical Response Hand set Faults
Page 571 and 572: Service Level, Support and Maintena
Page 573 and 574: Service Level, Support and Maintena
Page 575 and 576: 575 clamwin f-prot f-secure kav nod
Page 577 and 578: · SpyWare filter · Instant Messag
Page 579 and 580: - Red events shall be defined as at
Page 581 and 582: Daisy shall provide a Managed DDoS
Page 583 and 584: Designated Security Contacts: The C
Page 585 and 586: 585 Re-starting a windows or Linux
Page 587 and 588: For Windows users, any open files a
Page 589 and 590: Daisy shall provide a choice of dat
Page 591 and 592: The Daisy SCAMP system shall inform
Page 593 and 594: and Hot-Fix Patch installation; Dum
Page 595 and 596: The Customer shall be able to resto
Page 597 and 598: Installation: Daisy shall install a
Page 599 and 600: Supported O/S Standard Monitoring S
Page 601 and 602: Restore 2 hours to initiate in busi
Page 603 and 604: § Create and manage messaging temp
Page 605 and 606: An application programming interfac
Page 607 and 608: Daisy shall publish performance sta
Page 609 and 610: Traditional and IP based voice serv
Page 611 and 612: Should OFCOM vary the NGN range, we
Page 613 and 614:
We shall provide, as a minimum, Fib
Page 615 and 616:
· Security features such as the ap
Page 617 and 618:
· Call Pickup · Self Service Port
Page 619 and 620:
· Use of existing or new Direct Ex
Page 621 and 622:
esources such as voicemail. The Ser
Page 623 and 624:
Customers the option of protective
Page 625 and 626:
· Support and Monitoring Services:
Page 627 and 628:
· 24 x365 security monitoring by s
Page 629 and 630:
Endpoint Security 629 enforcement o
Page 631 and 632:
Security Review The Contractor shal
Page 633 and 634:
Once scheduled, the system shall ma
Page 635 and 636:
BRENT A range of encrypted telephon
Page 637 and 638:
Presence An indication of the curre
Page 639 and 640:
Global Crossing Level 3 has been pr
Page 641 and 642:
Project Management The Level 3 proj
Page 643 and 644:
demand and proactive service suppor
Page 645 and 646:
incident is diagnosed as requiring
Page 647 and 648:
For effective management of the ser
Page 649 and 650:
Level 3 has provided a range of bot
Page 651 and 652:
Next Generation service shown at hi
Page 653 and 654:
Lighted Menu key The key lights whe
Page 655 and 656:
655 • Finnish (Finland) • Germa
Page 657 and 658:
657 p/q tagging and switching. Ethe
Page 659 and 660:
659 Cryptography is not enabled by
Page 661 and 662:
661 only) • Chinese (Hong Kong)
Page 663 and 664:
663 • Thai (Thailand) • Turkish
Page 665 and 666:
Voice quality Comfort-noise generat
Page 667 and 668:
667 effectively return calls using
Page 669 and 670:
669 only) • Croatian (Croatia)
Page 671 and 672:
Speakerphone Full-duplex speakerpho
Page 673 and 674:
Hearing-aid-compatible features The
Page 675 and 676:
Large button and impaired hearing p
Page 677 and 678:
The following diagram illustrates h
Page 679 and 680:
Area code of incoming caller - rout
Page 681 and 682:
IL3 (Impact Level 3) 681 Overview o
Page 683 and 684:
provide the same call routing patte
Page 685 and 686:
availability using familiar tools,
Page 687 and 688:
The Unified Communications Service
Page 689 and 690:
Voicemail and Unified Messaging 689
Page 691 and 692:
any communication, including IM, vo
Page 693 and 694:
In the proposed solution, the Lync
Page 695 and 696:
Where customers take the proxy bypa
Page 697 and 698:
697 Managed Hosting Service Model T
Page 699 and 700:
owned or provided by the customer w
Page 701 and 702:
701 change request. Manage SAN zone
Page 703 and 704:
Email and web-filtering services ar
Page 705 and 706:
Firewalls Level 3 have a number of
Page 707 and 708:
Implementation/Project Management.
Page 709 and 710:
The proposed solution will provide
Page 711 and 712:
Level 3 authentication solutions ar
Page 713 and 714:
713 share applications, and collabo
Page 715 and 716:
Transfer files Yes Yes Available on
Page 717 and 718:
grading, and instructor scoring Bre
Page 719 and 720:
administrator and remote printing O
Page 721 and 722:
KCOM Group Plc KCOM shall provide s
Page 723 and 724:
· Splicecom. KCOM offers SIP Trunk
Page 725 and 726:
KCOM builds all Non-geographic numb
Page 727 and 728:
KCOM provides the following desktop
Page 729 and 730:
KCOM provides a hosted email servic
Page 731 and 732:
· Optional Security Event Filterin
Page 733 and 734:
KCOM design and provide solutions b
Page 735 and 736:
· Cisco - Cisco Unity and Unity Co
Page 737 and 738:
KCOM Connect includes audit details
Page 739 and 740:
Logicalis UK Ltd Section 1 Logicali
Page 741 and 742:
741 web and application sign on ser
Page 743 and 744:
The core services delivered to PSN
Page 745 and 746:
Instant Messaging (IM) and Presence
Page 747 and 748:
The modular units described above a
Page 749 and 750:
749 1. Consultancy and Design Servi
Page 751 and 752:
Conferencing Services audio confere
Page 753 and 754:
close collaboration with Logicalis
Page 755 and 756:
The hands on skills of this team ar
Page 757 and 758:
Benefits Management Benefits manage
Page 759 and 760:
The objective of a project review i
Page 761 and 762:
Whilst the value of relationships i
Page 763 and 764:
contact Project Initiation Meetings
Page 765 and 766:
Project Change Control Process Arra
Page 767 and 768:
767 she will be PRINCE2 accredited
Page 769 and 770:
769 correctly; Manage equipment del
Page 771 and 772:
771 Produce an agreed high level mi
Page 773 and 774:
Service commitment Logicalis will p
Page 775 and 776:
Logicalis service architects work w
Page 777 and 778:
Service Transition is delivered thr
Page 779 and 780:
779 Lifespan Contract life. Minimum
Page 781 and 782:
781 Service Management Included Res
Page 783 and 784:
783 Subcontractor No Section 5 Trai
Page 785 and 786:
For IP based Communications, the un
Page 787 and 788:
Logicalis provide Communications In
Page 789 and 790:
789 authentication and access manag
Page 791 and 792:
791 Undertake an IS1 risk assessmen
Page 793 and 794:
Security Services; 793 email and we
Page 795 and 796:
Customer Obligations The hosting eq
Page 797 and 798:
On expiry, or termination of the se
Page 799 and 800:
Temperature 799 failure of power to
Page 801 and 802:
Fault Resolution Logicalis will be
Page 803 and 804:
803 Service is operational but perf
Page 805 and 806:
follows: Scheduled Maintenance Logi
Page 807 and 808:
Logicalis will relay on request and
Page 809 and 810:
non-geographic numbers; 118 enquiri
Page 811 and 812:
811 Service Provision/ Functionalit
Page 813 and 814:
For the Traditional Telephony servi
Page 815 and 816:
Voicemail; Telephone Operator Servi
Page 817 and 818:
Telephone Handset Provision Logical
Page 819 and 820:
Specification and Service Descripti
Page 821 and 822:
2. Implementation of connectivity t
Page 823 and 824:
823 External Carrier Services: To p
Page 825 and 826:
As a Service SLA The Services compr
Page 827 and 828:
Where multiple Services are taken b
Page 829 and 830:
Planned maintenance of the hosting
Page 831 and 832:
To be agreed with Customer. Service
Page 833 and 834:
833 Call account code Remote party
Page 835 and 836:
Remote Working The Remote Working S
Page 837 and 838:
0870 numbers which will provide a n
Page 839 and 840:
Virtual Meeting Room (VMR) Video Pe
Page 841 and 842:
Logicalis provides a range of softw
Page 843 and 844:
843 Diagram: High-Level Topology -
Page 845 and 846:
845 reporting module to provides st
Page 847 and 848:
installation of upgrades under soft
Page 849 and 850:
849 o protocol anomaly detection co
Page 851 and 852:
multi-tenant architecture. It has t
Page 853 and 854:
and maintaining any client software
Page 855 and 856:
Section 9 Support Services Logicali
Page 857 and 858:
Following the reporting of a fault
Page 859 and 860:
Maintained Equipment. The Customer
Page 861 and 862:
Contractor Items Logicalis Items re
Page 863 and 864:
863 Problem Management Maintenance
Page 865 and 866:
Service Level Targets The service d
Page 867 and 868:
eviews present the opportunity to i
Page 869 and 870:
It will be the responsibility of th
Page 871 and 872:
m Priority Level -or- Major P3 -or-
Page 873 and 874:
The following KPIs will apply for i
Page 875 and 876:
The following service level targets
Page 877 and 878:
Problem Management below. The probl
Page 879 and 880:
Where a Problem has created an adve
Page 881 and 882:
include: KPI, Service Levels, Repor
Page 883 and 884:
The Logicalis MSC will perform init
Page 885 and 886:
885 Normal Office Hours lapsed Time
Page 887 and 888:
and technical knowledge, for the pu
Page 889 and 890:
889 Incident Management Part 1
Page 891 and 892:
2. monitoring the on-going availabi
Page 893 and 894:
893 Reports are role-based to meet
Page 895 and 896:
Change Management Logicalis assumes
Page 897 and 898:
897 Minor Major can typically be un
Page 899 and 900:
carried out, a suitable schedule fo
Page 901 and 902:
Service Responsibilities 901 Minor
Page 903 and 904:
change, planning the change and hav
Page 905 and 906:
905 Service Element Hours Days Chan
Page 907 and 908:
907 Recoverability - the time it ta
Page 909 and 910:
TREND REPORTS - track the value of
Page 911 and 912:
Logicalis will produce a Capacity P
Page 913 and 914:
upgrades are treated as a project i
Page 915 and 916:
High priority notifications will be
Page 917 and 918:
917 set up a schedule of automatic
Page 919 and 920:
The above activities will be operat
Page 921 and 922:
The SDM will hold regular reviews w
Page 923 and 924:
Such meetings present the opportuni
Page 925 and 926:
925 Considerations for continuous i
Page 927 and 928:
927 Service Element Hours Days Excl
Page 929 and 930:
Continuity Management Service Respo
Page 931 and 932:
Hours of Cover The following table
Page 933 and 934:
To facilitate the efficient and tim
Page 935 and 936:
935 Keep and operate the equipment
Page 937 and 938:
Site Documentation Logicalis amends
Page 939 and 940:
Logicalis prepares, where this is n
Page 941 and 942:
941 example, the service ascertains
Page 943 and 944:
· Testing - the definition and exe
Page 945 and 946:
945 availability checking; incident
Page 947 and 948:
· Health Checks - these services d
Page 949 and 950:
Siemens Communications 1. Executive
Page 951 and 952:
Directory Enquiry Service 951 Servi
Page 953 and 954:
953 (ii) The Customer can request t
Page 955 and 956:
955 · Music On Hold · Direct dial
Page 957 and 958:
3.4.2 The Contractor shall provide
Page 959 and 960:
959 create its own reports is inclu
Page 961 and 962:
961 5 key labelling with paper stri
Page 963 and 964:
963 Accessories Wall mounting kits.
Page 965 and 966:
4.2.8 A Non Live Test Environment (
Page 967 and 968:
967 Client OpenStage DECT OpenStage
Page 969 and 970:
969 4.3.1.5 Text to Speech Licences
Page 971 and 972:
971 40 60 OpenStage OpenStage with
Page 973 and 974:
973 · Move Extension Sockets, up t
Page 975 and 976:
5.4 DDI 5.4.1 Optional DDI Services
Page 977 and 978:
5.6.6 The Contactor shall produce r
Page 979 and 980:
5.9.9 The Contractor shall be respo
Page 981 and 982:
5.12.6 The Contractor shall be resp
Page 983 and 984:
5.14.1 The Contractor will provide
Page 985 and 986:
5.16.9 The Contractor will create a
Page 987 and 988:
987 Communications, voicemail, and
Page 989 and 990:
989 · Spyware; · Adware; · Malwa
Page 991 and 992:
7. Professional Services 7.1 The Co
Page 993 and 994:
993 · Contact Centre Solution Cust
Page 995 and 996:
8.4.1 The Contractors Incident Mana
Page 997 and 998:
997 · Investigation and Diagnosis:
Page 999 and 1000:
999 The Contractor shall operate se
Page 1001 and 1002:
PSN Proactive Service 1001 PACKAGE
Page 1003 and 1004:
Incident Management Proactive 1003
Page 1005 and 1006:
SERVICE COVER PERIOD 1005 Onsite Ma
Page 1007 and 1008:
Availability Management Proactive S
Page 1009 and 1010:
Thales UK Ltd Service Name Service
Page 1011 and 1012:
hours Service desk availability 101
Page 1013 and 1014:
availability Service coverage will
Page 1015 and 1016:
Manage ment Approach 1015 · Intern
Page 1017 and 1018:
Service Description Manage ment App
Page 1019 and 1020:
Impact Levels Target service availa
Page 1021 and 1022:
Vodafone Limited Vodafone will prov
Page 1023 and 1024:
1023 Support Team plan Service Gove
Page 1025 and 1026:
1025 Weekdays Help desk to help des
Page 1027 and 1028:
• Caller Line Identity - Users ca
Page 1029 and 1030:
Service Levels Available: Foundatio
Page 1031 and 1032:
Lot 1.5 Service Description - Vodaf
Page 1033 and 1034:
Comprehensive 24Hrs Support Weekday
Page 1035 and 1036:
Enhanced 08:00 - 18:00hrs Every Day
Page 1037 and 1038:
Presence - Vodafone OneNet Global E
Page 1039 and 1040:
1039 System design - Yes Service Le
show all

1 PSN Services Service Descriptions - Government Procurement ...

Create successful ePaper yourself

Delete template?

Save as template?