Service Management Centre (SMC) support levels

• Level 1 & 2 are provided by our UK based Service Management Centre (SMC)
• Level 3 is typically backed off to the end manufacture or specialised partner with direct access to the manufacture resources
• "Dead" hardware replaced from stock under committed SLA's, Access to software updates are all FREE
• Tailored SLA's to meet your business needs including, Next Business Day, Engineer on-site, 8-hour / 4-hour response with product replacement
• The ability to consolidate all your existing Cisco hardware contracts into one simple to manageable and cost effective agreement
• To keep the costs as low as possible inCloudOne sell these SLA's with and without an engineer on-site to reflect a customers presence of IT skills

Open or Closed Solutions

inCloudOne® operates two support models as follows:

• inCloudOne® Open Services - allows our customers to have access to the routers and hardware we sell or include as part of our service. We recognise that some smaller organisations need to be in control of their changes, and we have found that larger organisations can also benefit from this as it keeps the support costs down for the overall service. It is the responsibility of the end customer to keep copies of their latest configuration.
• inCloudOne® Closed Services - provides traditional fully managed and closed solutions which means that all changes on the environment follow a strict change control process by inCloudOne engineers only. By closing the systems from third parties generally means that availability of the service can be better controlled, changes are not done within core business hours and stability of the end to end service is maintained.

Monitoring WAN Routers

As standard inCloudOne® will monitor the availability of all external Routers and all on-site hardware services if permission is granted by our customers

As standard inCloudOne® monitors all of its cloud services to ensure they are running at the highest availability possible to ensure that they are always there when you need them, typically these are 99.99%.

By monitoring the services from our core to inside your business inCloudOne can pro-activity respond to an incident should it occur and get the service back up and running with in the shortest possible time.

Monitoring On-site Hardware

inCloudOne will monitor all on-site routers, servers, firewalls, application if a suitable probe can be installed on-site or a customer can provide us access from a secure WAN connection.

Hardware Replacement Agreements

inCloudOne® offers hardware replacement services for all of our equipment, we also offer this replacement service with and without engineer assistances to suite your available of on-site IT skills.

inCloudOne® provides engineers for complex on-site installations and it also offers the following two options on all hardware provided:

• 8x5xNBD (Network Business Day) Hardware only replacement service via courier
• 8x5xNBD (Next Business Day) Hardware only replacement service with on-site engineer

Service-based SLAs

As with all IT solutions there are many components involved and sometime many providers. inCloudOne will package these components and managed all providers giving you and your business an single end to end solution and SLA wrapper which break down as follows:

Core Services

• The "Availability" and "Uptime" of the Cloud Services that inCloudOne provide to our customers

Connectivity Circuits

• The connection to our customers site(s) and the "Availability" of this service as an average per month

Hardware

• The "Response Time" it will take inCloudOne to respond to a hardware fault being detected or reported to us and the "Replacement Time" it will take for us to swop out the hardware if it has failed.

Support

• The "Response Time" inCloudOne offers to all of our customers who use our support services.

Incidents

• inCloudOne® Monitoring - Our engineers are based in our Service Management Centre (SMC) and are responsible for monitoring and fixing any issues that may arise on our score Services pro-actively so there is no impact to your business services.
• inCloudOne® Closed Solutions - Should an incident occur our customers services where they are closed and fully managed by our SMC team then we will respond within 4 hours (subject to contract) and will no charge will be made to you for resolving the issue. Subject to access on-site and SLA is in place (subject to contract) then inCloudOne will do everything it can to meet its obligation.
• inCloudOne® Open Solutions - Are not covered as standard for open solutions as the incident may have been cause by the end customer. However, we will still attemot to contact our customer if we notice an outage. Using the pre-paid vouchers inCloudOne will work with the customer to resolve any incidents. If the incident is found not to be the customer fault then no deduction on the vouchers will be made.

inCloudOne® Reactive Support

• For all on-site Closed Solutions our SMC engineers will undertake the necessary changes either directly (if permission and access has been granted) or via a 3G stick which allows our customers to control access to inCloudOne and see what changes we are making as we make them.
• For all on-site Open Solutions we allow our customers to undertake their own MADC's as and when they are required giving you the greatest control over the services. inCloudOne also offers support from our SMC should things go wrong.