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Managed Service

1. Managed Service. Helene Caillet June 24, 2009. RUN. Systems maintenance and associated services. BUILD. Systems installation and associated services. Managed Services Offer – for all ALE products. Operate & Maintain. Installation & Deploy. SLA choice. % of WPL. Bronze pack

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Managed Service

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  1. 1 Managed Service Helene Caillet June 24, 2009

  2. RUN Systems maintenance and associated services BUILD Systems installation and associated services Managed Services Offer –for all ALE products Operate & Maintain • Installation & Deploy SLA choice % of WPL • Bronze pack • Remote maintenance • On-site maintenance • Standard Pack • Standard Installation • IT manager basic training & doc Xx€ • Business Hours only: • Next business day • Best effort % of WPL • Silver Pack • Remote maintenance • On-site maintenance • IT manager assistance • Limited eMAC • Back-up management • Advanced Pack • Customized Installation • IT manager advanced training • End-user webtraining Xx€ • Business Hours only: • Next business day • Advanced Pack for US or reseller only • Project management • Customized Installation • Terminal deployment • IT manager advanced training • End-user webtraining • Gold Pack • Remote monitoring & maintenance • On-site maintenance • Limited eMAC • IT manager assistance with direct answer • Back-up management % of WPL Xx€ 4h 24/7 OPTION FOR YEARLY CONTRACT OPTION • On-site terminal maintenance • Hardware add-on installation limited • Software add-on installation limited • IT manager helpdesk • Full helpdesk – includes end-users • VO/IP assessment • Decommissioning • Legacy Disposal • Cabling • Terminal deployment

  3. 2 Installation Pack Build phase

  4. MS BUILD - Standard Pack description ALE MS offer Site survey report & radio coverage report (if needed) analysis, data collection completion check Std install : Hardware installation (including cabling up to the patch panel), software update if needed, commissioning of collected data & system configuration with default parameter. Nota: Third party installation according to the list of products supported by ALE Testing, cut-over management and customer acceptance. Remote post-cut over support (via phone): unlimited requests from IT manager during 2 days (Business Hours) following the cut over date. IT manager basic training (defined per product) covering : Understand end-user functionalities and standard system features How to access to the Support (to be defined with the partner) BUILD arrival on site. Valid purchase Leadtime to start service Partner duties The services includes : • Partner provides purchase order • Provide site survey report (included VOIP compatibility declaration when needed) and data collection sheet (based on ALE templates) • Radio coverage report if needed. • Partner provides work order details with customer site details and access to site, contact, partner sales contact etc (5 working days prior to installation date) • Material reception and check The service doesn’t include : Service SLA (to be validated) • Material reception • Site survey activity • Data collection • Distribution cabling (meaning cabling beyond patch panel) • Radio coverage assessment • Staging • Terminal deployment • Decommissioning • Legacy disposal • VO/IP assessment • Lead Time to deliver: 10 working days from a valid purchase order PRICING • The price is based on the type of site and complexity (metrics to be defined for easy quote)

  5. MS BUILD - Advanced Pack description ALE MS offer BUILD arrival on site. Valid purchase Leadtime to start service The services includes : Partner duties • Site survey report analysis OR Site survey for complex system (implies an on-site visit) & radio coverage assessment (if needed) • Data collection for system and end-user parameter (face to face meeting with end-customer is necessary) • Std install : Staging, Hardware installation (including cabling up to the patch panel), software update if needed, commissioning of collected data & system configuration. Nota: Third party installation according to the list of products supported by ALE • On-site post-cut over support + remote : 1 day on-site support post-cut over and unlimited requests from IT manager during the following 4 days (Business Hours). • Advanced IT manager training (defined per product) covering : • Training program for std pack + Basic administration • Access to web-training program for end-users • Partner provides purchase order • Provide site survey report (included VOIP compatibility declaration when needed) (based on ALE templates) • Partner provides work order details with customer site details and access to site, contact, partner sales contact etc (5 working days prior to instal date) • Provision of third party hardware items to customer site Service SLA (to be validated) • Lead Time to deliver: 10 working days from a valid purchase order The service doesn’t include : • Material reception • Distribution cabling (meaning cabling beyond patch panel) • Terminal deployment • Decommissioning • Legacy disposal • VO/IP assessment PRICING • The price is based on the type of site and complexity (metrics to be defined for easy quote)

  6. MS BUILD – Option description ALE MS offer BUILD Description VOIP assessment • Option eligible for specific product only • This option is required if the partner is not able to assess the VOIP compatibility of the customer site Decommission-ing • This option is required if the end-customer has already a telecom system in function and wish to reduce the service interruption as much as possible Legacy disposal • This option is required if the end-customer wants to outsource the recycling process of the equipments replaced by the equipments installed. Cabling • This option is required if the end-customer site required some cabling tasks for the installation of the new equipments

  7. BUILD ALE Managed Service offer allows the Carrier to outsource majors tasks of a system installation List of activitiesfor an installation ALE can take the full responsibility of the installation on behalf of the Partner

  8. 2 Maintenance Pack RUN phase

  9. MS RUN - Bronze Pack description ALE MS offer Remote maintenance : Support on Partner request – limited to X requests per products & system size - troubleshooting to identify the solution to restore the service, intervention to apply the solution or work order preparation for on-site intervention. On-site intervention, spare included Parts delivery & replacement, disposal of defect part Inventory update : Serial number ownership transfer, CPU ID change RUN Remote restoration orArrival on site Request log SLA mesure Partner duties The services includes : • Partner is responsible to warranty the reliability of remote access to end-customer’s system • Partner is the single end-customer interface and has to provide the technical support level 1 (or purchase an “helpdesk” option). Support l1 is the only entity authorized to log a request to ALE support. • Partner to confirm correct resolution after intervention • Partner is responsible for the back-up customer’s configuration for restoration in case of loss The service doesn’t include : • Any type of Move, Add & Changes • Terminals maintenance • Assistance on usage or functionalities, config & admin request • Direct access for IT manager or end-users to ALE remote support • Back-up of customer’s configuration for restoration in case of loss Service SLA choice CONTRACT DURATION • 1 year, renewable *Target performance 3 days, no penalties could be redeemed

  10. MS RUN - Bronze Pack Support work flow ALE MS offer RUN End-customer Workflow and responsibilities description • Partner is the unique end-customer interface and provides support level 1 to end-customers. • Support level 1 consists in: • answering end-users questions, assists on usage & functionality • Provide assistance in basic system administration and configuration for IT manager • Support level 1 partner’s team is the unique interface of ALE and provide problem details on behalf of the end-customer • Answering End-user request (usage or functionalities request) or config & admin request is out of scope of ALE support responsibilities. Partner organization Customer Care Technical Support Level 1 support Fault ALE organization • Pricing definition MS Welcome desk English Technical Support Level 2 & 3 support

  11. MS RUN - Silver Pack description ALE MS offer Remote management : Support on Partner request – limited to X requests per products & system size - troubleshooting to identify the solution to restore the service, intervention to apply the solution or work order preparation for on-site intervention. Remote Move, Add and Change (eMAC)– limited to X. Assistance on System configuration or administration assistance to Partner’s Support L1 - Limited to X requests per products & system Access for the IT manager to web knowledge database for the products covered Back-up of customer’s configuration for restoration in case of loss On-site intervention, spare included Parts delivery & replacement, Disposal/repair of defect part, CPU ID change RUN Remote restoration orArrival on site Request log SLA mesure Partner duties The services includes : • Partner is responsible to warranty the reliability of remote access to end-customer’s system • Partner is the single end-customer interface and has to provide the technical support level 1 (or purchase an “helpdesk” option). Support l1 is the only entity authorized to log a request to ALE support. • Partner to confirm correct resolution after intervention Service SLA The service doesn’t include : • Assistance on usage or functionalities (end-user request type) • Terminals maintenance CONTRACT DURATION • 1 year, renewable

  12. MS RUN - Silver Pack Support work flow ALE MS offer RUN End-customer Workflow and responsibilities description • Partner is the unique end-customer interface and provides support level 1 to end-customers. • Support level 1 consists in: • answering end-users questions, assists on usage functionality • Provide assistance in system administration for IT manager • Support level 1 partner’s team is the unique interface of ALE and provide problem details on behalf of the end-customer • ALE authorize limited requests on system configuration or administration from from partner’s Support L1 • Answering End-user request (usage or functionalities request) is out of scope of ALE responsibilities. Partner organization Customer Care Level 1 support Support Level 1 • Fault • Config & admin ALE organization • Pricing definition MS Welcome desk English Technical Support Level 2 & 3 support

  13. MS RUN - Gold Pack description ALE MS offer Remote monitoring & management: Event detection and proactive fault management Support on Partner request – limited to X requests per products & system size - troubleshooting to identify the solution to restore the service, intervention to apply the solution or work order preparation for on-site intervention. Remote Move, Add and Change (eMAC)– limited to X. Assistance on system configuration or administration assistance to Partner’s Support L1 - limited to X requests per products & system size - and direct answer to IT managers (via fixed bridge or chat session) in English only. Access for the IT manager to web knowledge database for the products covered Back-up of customer’s configuration for restoration in case of loss On-site intervention, spare included Parts delivery & replacement, Disposal/repair of defect part, CPU ID change RUN CONTRACT DURATION Remote restoration orArrival on site Request log SLA mesure Partner duties The services includes : • Partner has to provide the technical support level 1 (or purchase an “helpdesk” option). It is the only interface to log a request to ALE support • Partner is the end-customer interface to register the request. ALE is the end-customer interface to answer and close the request. • Support L1 to confirm correct remote access to his customer’s system after intervention Service SLA The service doesn’t include : • Assistance on usage or functionalities (end-user request type) • Terminals maintenance • 1 year, renewable

  14. MS RUN - Gold Pack Support work flow ALE MS offer RUN End-user IT manager End-customer organization Workflow and responsibilities description Alternative flow • Partner has to provide the technical support level 1 (or purchase the option “IT manager helpdesk ”) • Support level 1 consists in: • answering end-users questions, assists on usage functionality • Provide assistance in system administration for IT manager • Partner is the end-customer interface to register the request. ALE is the end-customer interface to answer and close the request. • ALE authorize limited requests on system configuration or administration from partner’s Support L1 and provide direct answer to IT managers only. (in english only). If not accepted by the end-customer the answer will be provided to the L1 Support. • Answering End-user request (usage or functionalities request) is out of scope of ALE responsibilities. Partner organization Customer Care Level 1 support Support Level 1 • Fault • Config & admin ALE organization English • Pricing definition MS Welcome desk Technical Support Level 2 & 3 support

  15. MS BUILD – Option description ALE MS offer BUILD Description Helpdesk option • 2 levels of helpdesk • See next slide for details On-site terminal maintenance • Option eligible for specific system (requiring terminal) • This option is required for the end-customer wishing to outsource the physical terminal installation in case of failure Hardware add-on installation • This option is required for the end-customer wishing to outsource the physical hardware installation in case of add-on. Software add-on installation • This option is required for the end-customer wishing to outsource the software installation in case of add-on. • Installation will be done remotely or on site intervention if necessary.

  16. MS RUN – Helpdesk Options description ALE MS offer Support Level 1 provide by ALE Partner stays the unique end-customer interface for 1st contact (check for entitlement) ALE provides any level of support to end-customers with a direct contact End-customer is in direct touch with ALE and provide problem description directly RUN End-users End-users IT manager IT manager CONTRACT DURATION These option are intended to Partner who does not want to invest in any Technical Support on ALE products End-customer organization End-customer organization IT manager helpdesk option Full helpdesk option The services includes : Partner organization Partner organization Welcome desk Welcome desk ALE organization ALE organization English Multi-langage Multi-langage The service is limited to (product related): • Pricing definition • Pricing definition • X end-user requests per year (defined per products) • X end-user requests per year (defined per products) MS Welcome desk MS Welcome desk English Technical Support Technical Support Level 1, 2 & 3 support Level 1, 2 & 3 support • Purchased as an option to an annual maintenance contract • 1 year, renewable

  17. RUN ALE Managed Service offer allows the Carrier to outsource majors tasks of a system maintenance & operations List of activitiesfor system maintenance and operations ALE can take the full responsibility of the maintenance & operations on behalf of the Carrier

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