QoS Maintenance Services
There are six levels of service that can be chosen as follows:
QoS Spares
· QoS Spares Plus
· QoS Onsite
· QoS Onsite Plus
· QoS Managed
· QoS Managed Plus
All the levels of service will offer you:
· Peace of mind. You are not alone. Help from QoS is close at hand to address any problems you might experience.
· Superior service. QoS believe that we have one of the most responsive, reliable and personal maintenance services available in the UK.
· QoS offer a very high level of commitment and a quick response. Whether you require support within office hours only or 24 hours a day, 365 days a year – QoS have a contract to suit you.
Service Options
The table below provides a summary of the standard Service Options for Managed Network Services and Maintenance, with details of the Service Elements included.
QoS Network Managed Services | Service Options |
Service Elements | QoS Spares | QoS Spares Plus | QoS Onsite | QoS Onsite Plus | QoS Managed | QoS Managed Plus |
Spares Replacement | · | · | · | · | · | · |
On-site Maintenance |
|
| · | · | · | · |
<personnamew:ston>Technical Support |
| · | · | · | · | · |
Software Support |
| · | · | · | · | · |
Configuration Management |
|
|
| · | · | · |
Network Monitoring |
|
|
|
| · | · |
Bandwidth Management |
|
|
|
|
| · |
Change Management |
|
|
|
|
| · |
Reporting |
|
|
| · | · | · |
Performance Reviews |
|
|
| · | · | · |
Spares Replacement
Provides an entry level of maintenance, whereby replacement hardware is delivered to the customer site, by the end of the next Business Day.
Spares Replacement
QoS’s options for on-site maintenance are:
Hours of Operation | Day | On-site Time |
09:00 - 17:00 | Monday - Friday | 8 Hours |
09:00 - 17:00 | Monday - Friday | 4 Hours |
09:00 - 17:00 | Monday - Friday | 2 Hours * NB - dependant on location |
09:00 - 18:00 | Monday - Saturday | 4 Hours |
24 hours | 365 days (inc. Bank Holidays) | 4 Hours |
All of the above do not include Bank Holidays unless otherwise stated. Where hardware failures are identified, QoS will either fix or replace with the required hardware.
<personnamew:ston>Technical Support
QoS offer telephone and email support to assist with configuration and connectivity issues. Standard hours of operation are 09:00-17:00, Monday to Friday, excluding Bank Holidays. However, if combined with QoS on-site maintenance the contracted hours of operation apply.
Software Support
This service provides software updates and upgrade support including Cisco IOS and enhanced access to Cisco's website, providing Case query and software downloads.
Configuration Management
Provides off-site secure storage of configurations for all network devices. In the event of a device needing to be replaced due to failure, the relevant configuration will be forwarded electronically to the appropriate engineer so it can be loaded onto the replacement unit. All adds, moves and changes will be recorded under an agreed change control process.
Network Monitoring
Traditionally organisations have relied on one or more Network Management System to provide real-time and proactive notification of network alarms. However, this approach can be prohibitively expensive for many organisations, requiring specialist staff to both implement and provide ongoing support of the service. QoS offer remote Network Monitoring as a highly cost effective, entry level Managed Network Service.
· Monitoring of network services within the contracted hours of operation - i.e. up to and including 24 hours, 365 days
· On-line polling/ monitoring of LAN and WAN equipment
· Service Provider line/ circuit monitoring
· Monitoring of ISDN backup utilisation
Bandwidth Management
Bandwidth usage statistics are captured for the Wide Area Network, Service Provider Leased lines, Frame, Cell and IP VPN circuits. A monthly report of each circuit is produced, including a graphical representation showing the profile of bandwidth usage. This is an important feature to measure peaks resulting in poor response times and indicate whether the available bandwidth is sufficient to meet the client's needs.
Change Management
QoS provide a complete Change Management service for adds, moves and deletes to your network. A full change control methodology ensures that network changes are authorised, checked and documented before implementation.
Reporting
QoS provide a complete Change Management service for adds, moves and deletes to your network. A full change control methodology ensures that network changes are authorised, checked and documented before implementation.
· Overall % uptime / availability of all devices monitored
· Faults logged, response, fix and nature of fix
· WAN traffic stats / bandwidth utilisation for capacity planning
· Backup line utilisation
· Carrier / Service Provider faults
· Change Requests undertaken
Performance Reviews
Quarterly Service Performance Review meetings are held with Managed Network Service customers, attended by the QoS Account Manager and a member of the QoS design team to review all activities undertaken during that quarter and recommend any service enhancements.
