Covered Services Matrix

The following options describe the services to be performed by Magenium Solutions as described in Client’s respective Memo of Understanding.

 

Magenium Solutions Managed Services for Office 365

Service

Silver

Gold

Platinum

Account Support and Management

X

X

X

 User Management (provisioning/de-provisioning of accounts)

X

X

X

 Password Resets

X

X

X

Subscription and Licensing Management

X

X

X

 Assign/remove licenses

X

X

X

 Monitor Subscription Levels

X

X

X

Monitor Service Health

X

X

X

Planned Maintenance Notification

X

X

X

Exchange Online (E-mail, Calendar & Contacts) Management and Support

X

X

X

 Recipient Management

X

X

X

 Mailboxes, Groups, Resources, External Contacts, Shared Mailboxes

X

X

X

 Manage Permissions

X

X

X

 E-Mail Flow and Protection

X

X

X

 Anti-Virus/Anti-Spam filters and policies

X

X

X

 Quarantined Messages

X

X

X

 Additional Domains Setup

X

X

X

 Configure support for external mail devices (e.g. multi-function devices)

X

X

X

 Troubleshooting Exchange Online Issues

X

X

X

Skype for Business Online Management and Support

X

X

X

 Enable/Disable users for Web Conferencing and Instant Messaging

X

X

X

 Manage Skype-to-Skype Audio, Video and Media settings

X

X

X

 Manage Federation and Public IM Connectivity

X

X

X

 Manage Skype for Business Meeting Broadcast Settings

X

X

X

 Enable/Disable users for Web Conferencing and Instant Messaging

X

X

X

 Troubleshooting Skype for Business Online Issues

X

X

X

OneDrive for Business

X

X

X

 Manage document deletion policies for OneDrive for Business

X

X

X

 Troubleshooting OneDrive for Business Issues

X

X

X

Client Support Portal

X

X

X

Issue submission to Microsoft via web ticketing system

X

X

X

How to documentation

X

X

X

Identity Federation and Directory Synchronization (If installed)

 

X

X

 Active Directory Federation Services (ADFS) health and status

 

X

X

 Directory Synchronization health and status

 

X

X

 Troubleshooting Identity Federation and Synchronization Issues

 

X

X

External Sharing

 

X

X

 External Calendar Sharing

 

X

X

 External Site Sharing

 

X

X

 Federated Lync

 

X

X

 Troubleshooting External Sharing Issues

 

X

X

Corporate Video Portal Management

 

X

X

 Troubleshooting Video Portal Issues

 

X

X

 Manage Video Portal Hub and Channels

 

X

X

Cloud Strategy Reviews

 

X

X

 New Features

 

X

X

 Review of cloud roadmap

 

X

X

Monthly Usage Reports

 

X

X

Custom Branded Office 365 Login Page and Office 365 theme

 

X

X

Collaboration Platform Support and Management

 

X

X

 SharePoint (Intranet and team sites for your teams to share information)

 

X

X

 Manage Site Collections (Owners, Sharing, Capacity)

 

X

X

 Manage User Profiles (People, Organization and My Site Settings)

 

X

X

 Manage Taxonomy

 

X

X

 Manage Search

 

X

X

 Manage External Apps

 

X

X

 Yammer (Corporate social network)

 

X

X

 Managed Yammer Users

 

X

X

 Manage network settings

 

X

X

 Manage features and applications settings

 

X

X

 Manage usage policies

 

X

X

 Troubleshooting Collaboration Issues

 

X

X

Mobile Device Management

 

X

X

 Create and deploy mobile device management policies

 

X

X

 Setup and Manage device security policies

 

X

X

 Configure APN Certificate for iOS devices

 

X

X

 Wipe a mobile device

 

X

X

 Mobile device setup guides

 

X

X

 Troubleshooting Mobile Device Management Issues

 

X

X

Unified Messaging (Voicemail)

 

 

X

 Enable/Disable users for voicemail

 

 

X

 Manage user’s voicemail settings

 

 

X

 Reset user’s voicemail PIN

 

 

X

 Manage Unified Messaging mailbox policies

 

 

X

 Manage Unified Messaging dial plans

 

 

X

 Voice mail greetings, announcements, menus, and prompts

 

 

X

 Generate voice mail reports

 

 

X

 Investigate the audio quality of voice calls in your organization

 

 

X

 Investigate the audio quality of voice calls for a user

 

 

X

 Interpret voice mail call records

 

 

X

 Troubleshooting Unified Messaging Issues

 

 

X

Compliance Management

 

 

X

 eDiscovery & Litigation hold

 

 

X

 Auditing

 

 

X

 Retention policies and tags

 

 

X

 Troubleshooting Compliance Issues

 

 

X

Skype for Business PSTN

 

 

X

 Manage Skype for Business Online PSTN Conferencing settings

 

 

X

 Manage Skype for Business Online PSTN Calling

 

 

X

 Troubleshooting Skype for Business PSTN Issues

 

 

X

Data Loss Prevention (DLP)

 

 

X

 Manage Digital Loss Prevention rules

 

 

X

 Generate Digital Loss Prevention reports

 

 

X

 Troubleshooting Data Loss Prevention Issues

 

 

X

Rights Management

 

 

X

 Create and manage rights policy templates for your organization.

 

 

X

 Configure content validity periods

 

 

X

 Manage Rights Management users and groups

 

 

X

 Log and analyze usage logging for Rights Management

 

 

X

 Troubleshooting Rights Management Issues

 

 

X

Availability

 Weekdays 9 to 5

Weekdays 8 to 8

24x7*

Incident response time Service Level Agreement (SLA) - Critical Severity**

15 minutes

15 minutes

15 minutes

Incident response time Service Level Agreement (SLA) - High Severity**

2 hours

1 hour

15 minutes

Incident response time Service Level Agreement (SLA) - Medium Severity**

8 hours

4 hours

2 hours

Incident response time Service Level Agreement (SLA) - Low Severity

24 hours

16 hours

8 hours

Discount of additional consulting services hourly rates

5%

10%

15%

NOTES:

* 24/7 support will be provided per Response Time SLA. Critical incidents must be called in to the Managed Services support hotline via phone.

** Response times for critical incidents are 24x7. Response times for high, medium and low incidents are business hours.

Exceptions

Client must follow the Request for Change (RFC) process as identified below before adding additional applications to the covered servers or services. As part of the RFC approval process, Magenium Solutions will evaluate the applications’ impact on the covered servers or services and determine what impact it will have on the terms of this agreement. Testing may be required by Magenium Solutions if the application has the potential to impact the reliability or performance of a managed service. This testing will be done at the Clients expense on a time and materials basis as defined. If the Client can demonstrate an adequate test and acceptance plan this testing by Magenium Solutions will be waived.

Magenium Solutions will follow RFC process as identified below before making any changes to the servers or services or configurations of the components on any managed service.

Client will follow RFC process as identified below before making any changes to the servers, services or configurations of the components on any managed service. Any changes done outside of the RFC will void the service level requirements until the change goes through the RFC process.

Client may not add, modify, or delete any service or application on covered service except as expressly defined by the RFC process.

Client agrees that Magenium Solutions will not be responsible for any problems caused by configuration changes made by Client. Any assistance provided by Magenium Solutions to resolve these issues or to return the service to its approved configuration due to changes made by client will be chargeable as described in the Fees Schedule.

Other Applications and Services

The covered servers may host services or applications outside the scope of this agreement, and Magenium Solutions and Client may each have partial responsibility for the functionality provided by these applications. Examples of these applications are as follows:

  • Anti-Virus Server and Client Software
  • Virtual Machine tools

Client accepts responsibility to ensure that all covered servers have current anti-virus software. Client agrees to deploy anti-virus signature files to covered servers within 3 business days of release from the manufacturer using an automatic update process. Magenium Solutions agrees to verify the Anti-Virus software is functional on the server at all times and the automatic updates are working properly.

Client maintains all aspects of the following services and applications on covered/in scope devices:

  • Network
  • Data Center (Power, HVAC, etc.)
  • SAN Configuration
  • Virtualization Platform
  • Backups
  • PSTN services

Change Request

In the event that Client desires a change to the approved configuration of a covered service, Client will submit a Request For Change (RFC) via e-mail to Magenium Solutions. Magenium Solutions will review all Requests For Change during the next review cycle and notify Client of its decision. Magenium Solutions will make a good-faith effort to accommodate any reasonable Request For Change. Urgent RFCs will be submitted to Magenium Solutions Administrative Contact via e-mail and a notification via phone and will be acted upon within 8 business hours. The review cycle for normal priority RFCs is every Tuesday and Thursday.

Client is not required to submit an RFC for changes to systems that are not covered under this agreement. However, Magenium Solutions requests 4 hours advance notice of changes that could affect covered systems. This includes, but is not limited to, infrastructure changes or hardware maintenance of covered systems. If this advance notice is not given, any response by Magenium Solutions to troubleshoot apparent errors will be chargeable as described in above.

Service Request

If the Client submits a Service Requests for a covered service through an e-mail or via phone to the Magenium Solutions Technical Contact, Magenium Solutions will begin immediate troubleshooting to resolve the issue. Status updates will be provided to the Client Technical Contact until the issue is resolved within the framework of their severity type as defined in the Response and Escalation section.

In the event an issue is determined to be related to hardware failure Magenium Solutions will notify Client, and Client assumes responsibility for repairing or replacing the failed hardware. Any services provided by Magenium Solutions related to hardware failure are chargeable.

Proactive Systems Monitoring and Support

Magenium Solutions will monitor performance of any covered server with Microsoft Azure Operations Suite. Magenium Solutions will configure and require on-going access to the Microsoft Azure Operations Suite environment and will work with Client on any required configuration changes.

Response and Escalation

Upon receiving an alert from a covered server, service or notification from Client, Magenium Solutions will log the alert and begin troubleshooting the issue per the following response table.

Magenium Solutions Managed Services for Exchange

Severity

Severity Type

Response Time

Escalation #1

Escalation #2

Escalation #3

1

Critical

SLA determined by plan selected

30 Minutes

45 minutes

1 hour

2

High *

SLA determined by plan selected

2 hours

3 hours

6 Hours

3

Medium *

SLA determined by plan selected

4 hours

24 hours

48 Hours

4

Low *

SLA determined by plan selected

24 hours

48 hours

60 hours

*Support will be provided during normal business hours for Severity 2-4. Normal business hours are defined as Monday to Friday 8:00 a.m. to 5:00 p.m. Central Standard Time.

Definitions of Severity

Critical: Node, system, cluster or cloud service is down, unable to serve data, is in a state of degraded performance sufficient to prevent normal business operations. At this severity, both Magenium Solutions and Client must commit to around-the-clock action and involvement by all necessary and appropriate personnel and systems until service is restored or a mutually agreeable workaround is provided and normal business operations are restored.

High: Node, system, cluster or cloud service is experiencing an infrequent, isolated, or intermittent "Panic" or "Hang", or is in a state of degraded performance that allows business operations to continue but at an inconsistent or less than optimal rate. At this severity, Magenium Solutions is committed to a reasonable best effort to provide a workaround and/or restore normal operations as quickly as possible.

Medium: Node, system, cluster or cloud service is experiencing an issue, anomaly, or cosmetic defect that inflicts little or no business impact, and where a viable and mutually agreeable workaround or hardware/software upgrade exists to mitigate the problem.

Low: Normal requests for information regarding the installation, configuration, use and maintenance of server or cloud service. This includes administrative inquiries. There is no impact to your production systems or business operations.

Status Reporting

At the beginning of each calendar month, Clients choosing the Gold or Platinum service will receive a report for the previous month on the health of each covered server and service. This shall include but not be limited to the following:

  • Incident and Problem Metrics
  • Server and Cloud service uptime report
  • Best Practices Analysis and Recommendations
  • Points for Management Attention

Software Update Release Schedule

Magenium Solutions defines 5 levels of criticality for software updates and patches, as follows:

Critical: An update that resolves security vulnerability whose exploitation could allow propagation of a worm or virus without user action. Magenium Solutions will test and approve or disapprove updates within 3 business days. Once approved, Magenium Solutions will initiate the deployment process as defined above in the RFC process.

Important: An update that resolves security vulnerability whose exploitation could result in compromise of the confidentiality, integrity, or availability or Client’s data, or of the integrity or availability of covered devices or services. An update that resolves a major functionality flaw or results in dramatically improved performance of the software. Magenium Solutions will test and approve or disapprove updates within 10 business days. Once approved, Magenium Solutions will initiate the deployment process as defined above in the RFC process.

Moderate and Low: An update that resolves a security vulnerability whose exploitation can be mitigated to a significant degree by factors such as default configuration or auditing, or whose exploitation is extremely difficult or whose impact is minimal. An update that resolves a minor functionality flaw or results in marginally improved performance of the software. Magenium Solutions will test and approve or disapprove updates within 1 calendar month. Once approved, Magenium Solutions will initiate the deployment process as defined above in the RFC process.

 

Service release: An update that adds major functionality to a software product or changes its functionality, or a bundled package of updates accumulated over the course of several months or years. Typically referred to as a service pack, service release, maintenance release, or functionality release, and identified by a change in the minor version number. Typically released by the vendor at no cost. Magenium Solutions will test and approve or disapprove the service release within 3 calendar months. Once approved, Magenium Solutions will initiate the deployment process as defined above in the RFC process.

Major revision: A major functionality upgrade identified by the vendor as a new version of the product, and which typically requires payment or maintenance contract to obtain. Typically identified by a change in the major version number. Major revision updates are not covered with Magenium Solutions Managed Services for System Management. An additional cost will be charged for major revision upgrades.

Other updates: Driver updates, BIOS upgrades, firmware updates, and other update types not mentioned specifically elsewhere in this document, are installed only in the event that they are known or expected to resolve an open service request, if they are known or expected to resolve a critical security flaw in the current configuration, or if they are a prerequisite for a patch or other update being applied.

 Methodology to be used:

Magenium Solutions utilizes a standard approach based off of our experience in managing enterprise environments. This approach brings pre-defined templates for systems maintenance plans and other required services. Magenium Solutions provides full service management life cycle by incorporating the following frameworks:

  • Microsoft Solutions Framework (MSF) for design focused infrastructure projects
  • Microsoft Operations Framework (MOF) for operations focused engagements

 

 

The proposed project would employ Microsoft Operations Framework (MOF). MOF provides operational guidance that enables organizations to achieve mission-critical system reliability, availability, supportability, and manageability of Microsoft products and technologies.

The MOF Process Model consists of the quadrants shown in the following figure.

 

Changing Quadrant

The Changing Quadrant describes processes, responsibilities, reviews, and best practices that help organizations manage changes to their IT infrastructure. Through classification of change types, the appropriate assignment of authorization responsibilities, and a consistent change management and release process, organizations that follow MOF best practices reduce incompatible or conflicting changes and streamline their release efforts.

Operating Quadrant

The Operating Quadrant is the collection of processes and IT functions dedicated to the ongoing maintenance, monitoring, control, and protection of IT infrastructure assets. Efficient implementation of MOF best practices in this quadrant enables IT organizations to move beyond simple infrastructure maintenance, such as patch management or backup-and-restore, to proactive measures that help optimize for better performance.

Supporting Quadrant

Activities and processes that are performed to resolve user and system-generated queries, issues, or problems are in the domain of the Supporting Quadrant. The Supporting Quadrant contains those processes and practices required to fully support the efficient use of an IT infrastructure. Specific team role clusters from the MOF Team Model focus their activities on accomplishing the functions defined within the quadrant.

Optimizing Quadrant

The Optimizing Quadrant encompasses processes and IT functions dedicated to planning and implementing enhancements to the IT environment, through a continuous cycle of process improvement. As organizations become more mature and capable in their service management, MOF service management functions (SMFs) in the Optimizing Quadrant ensure tighter alignment of operations with business needs and longer-term business strategies. Recommendations spawned in the Optimizing Quadrant generally are reflected as changes in the IT infrastructure, and are instituted through the change management process.

Key Deliverables

The Key Deliverables identified and briefly described below, will adhere to the designated reporting formats. Magenium Solutions’ delivery of the Key Deliverables shall be conditioned upon all necessary information, hardware, access, software and personnel being made available to Magenium Solutions’ personnel at the commencement and during the duration of the Services. Key Deliverables of the proposed solution are listed below.

       Operating

  • Monitoring
  • Health Checks
  • Disaster Recovery/Business Continuity failover testing
  • Supporting
    • Incident management
    • Problem management
    • 24 hour availability
    • Rapid onsite support
    • Escalation path
  • Optimizing
    • Patching and updating
    • Preventive maintenance
    • Performance analysis & trending
  • Changing
    • Change management
    • Configuration management
    • Release management
  • Reporting (Gold and Platinum only)
    • Monthly, Quarterly & Yearly SLA Report Cards
    • Incident & Problem Management metrics
    • Best Practices analysis & recommendations

Roles and Responsibilities

It’s important to clarify roles and responsibilities at the outset of engagement. Managed Services can fail because consultants don’t ask the tough questions about the customer’s ability to participate and make decisions in a timely manner. Both of these factors can cripple the effort, but clear delineation of roles early on mitigates this risk.

Title

Team

Effort

Description

 

Executive Sponsor

Client

Part-Time

  • Verbalize and demonstrate the business objectives this project supports
  • Assist in communications efforts as required
  • Assist in resolving escalated issues with project deviations if necessary
 
 
 

Infrastructure Manager

Client

Part-Time

  • Person responsible for IT operations at the data center(s) where managed servers are housed
  • Person responsible for covered cloud services
 

Technical Contact

Client

Part-Time

  • Define communications
  • Review change requests
  • Monthly review
  • Escalation of issues
 
 
 
 

Systems Engineer

Magenium Solutions

Part Time

  • Review changes
  • Co-manage and track progress of day-to-day effort ensuring issues are rapidly identified, escalated, and resolved
  • Document SLA deliverables
  • Perform routine maintenance and testing
  • Perform Health Checks
  • Process design, test, and documentation to meet solution needs
  • Liaise with other technical teams within Client, as needed.
 
 
 
 
 
 
 


Schedule and Prerequisites

The services outlined in this document are dependent on a stable infrastructure. Magenium Solutions will assess the current state of the infrastructure and make recommendations on any components that should be modified. Timing for Service Level Agreements (SLA’s) will be based upon these changes and will be mutually agreed upon between Magenium and Client.

 

Managed Services includes the following assumptions listed below:

Changes to the assumptions, the inclusion of additional assumptions, or changes to any of the terms of this statement of work, will impact the fees and schedules.

  1. Client will ensure timely availability of its resources, its other vendors, and necessary equipment, software and infrastructure prior to the commencement of the Project.
  2. Available current state documentation, including an accurate network diagram detailing link speeds and available bandwidth, firewall and security restrictions will be provided by Client.
  3. Maintenance windows will be provided by Client for systems maintenance. Proper change control will be submitted by Client.
  4. Communication to end-users (scheduling, downtime, training, etc.) will be handled by Client’s staff. Magenium Solutions will assist in providing content for these communications if necessary.
  5. Client is responsible for those aspects of the performance that are not within Magenium Solutions immediate responsibilities (such as legacy system performance, operating system performance, network performance, third-party software, software created by the Client or third-parties, or other hardware or software not in the immediate control of Magenium Solutions).
  6. Client will be responsible for end user support (i.e. Helpdesk and desktop support)

 

Change Control:

In the event that Client requests services outside of the scope of the MOU, a formal change control process will be followed. This process shall comply with any existing agreements between Client and Magenium, and will include, at a minimum:

 

  1. Written notice by Client of the additional requirements.
  2. A written response by Magenium as to additional costs and/or time, if any, associated with the services necessary to meet the additional requirements
  3. A written addendum to the MOU to reflect said changes, signed by both Client and Magenium.

 

All such correspondence shall be presented to the respective Project Managers and sent to the designated addresses of both companies as identified herein.

 Limitation of Liability:

Magenium’s total liability for damages, if any, arising in connection with this Managed Services shall not exceed the fees paid by Client to Magenium under this Managed Services for the specific services or deliverables in dispute, regardless whether any such claim arises in or under contract, statute or tort. Magenium shall not be liable, under any circumstance, for incidental, indirect, consequential, special or punitive damages including, without limitation, loss of anticipated revenues or profits, loss or destruction of data, equipment downtime or other interruption or loss of use of equipment, or damages resulting from claims for commercial loss brought against Client by other persons, regardless whether Magenium has been advised of the potential for the same. No cause of action arising in connection with this Managed Services may be brought against Magenium more than one year after it accrues.

Magenium Intellectual Property:

 Client understands and agrees that Magenium may use pre-existing or create new scripts or code as part of the project, and to the degree that such scripts or code are generic and non-Client specific, that Magenium shall retain all right, title, and interest in and to any such scripts or code.

 Business Hours:

Magenium Solutions will provide its services twenty four (24) hours per day, daily for the duration of this contract. Response time is detailed in covered services section of this document. Magenium Solutions will provide an escalation matrix with necessary phone numbers to Client at the onset of the engagement.

Additional Duties:

During the term of this Managed Services, and any renewals hereof, Magenium agrees to notify Client prior to commencement of services with respect to each Client PC, server, and network components, so that Client may execute data backups.

During the term of this Managed Services, and any renewals hereof, Client agrees, at its sole cost and expense to:

  1. Allow Magenium personnel full, free and timely access to all locations designated by Magenium, and approved by Client, to provide its Services.
  2. Provide Magenium personnel reasonable facilities, including but not limited to, appropriate work area(s) with adequate heat, light, power, cooling and access to local and long distance telephone.
  3. Execute data back up for the recovery procedures during and immediately after Magenium personnel renders its services under this Managed Services.
  4. Cooperate with Magenium and, where necessary, participate in the performance of the Services, as described in this Managed Services or any written amendments hereto.

In the event that any provision in this Office 365 Managed Services Covered Services Matrix  Agreement conflicts or is inconsistent with any provision of the Memo of Understanding (MOU) the terms of MOU shall control.