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Computing Services | Storage Services | Co-location Services | Additional Hosting Services |
Managed Server Services (Essential/Enhanced/Elite) Shared Virtual Server TELUS AgilIT™ Virtual Private Cloud, TELUS Hybrid Cloud, TELUS Private Cloud | IDC SAN Dedicated/Custom SAN Custom Backup StorageCloud | Co-location Hosting Services | Virtual Firewall – Redundant Layer IDC VPN – Site to Site and Client to Site IDC Virtual IPS, Database Assurance Service, Self-Serve Web Analytics, Hosting Space IDC, Virtual Load Balancing, Managed Anti-virus Service |
RESPONSIBILITY | TELUS | CUSTOMER |
Provide a service desk infrastructure, including telephony, staffing, and call management system | Yes | |
Report Incidents to the TELUS service desk | Yes | |
Provide a single point of contact to the Customer's help desk for Incidents | Yes | |
Logging Incidents reported from all sources | Yes | |
Manage Incidents according to the Severity Levels | Yes |
Indicator | SLA Target –TELUS Regional IDC | SLA Target – intelligent IDC |
Service Availability | 99.7% | 99.9% |
If difference between actual Service Level achieved and Service Level Target in a month is | Actual results achieved at the TELUS Regional IDC | Actual results achieved at the TELUS intelligent IDC | Total Monthly Credit Percentage |
2% below Service Level Target |
|
| 10% |
4% below Service Level Target |
|
| 20% |
6% below Service Level Target |
|
| 30% |
8% below Service Level Target |
|
| 40% |
8% or more below Service Level Target | <91.7% | <=91.9% | 50% |
Indicator | Severity Level | Standard | Service Level Objective |
Incident Response Time | Severity Level 1 | 10 minutes, measured 24/7/365 | 95.0% |
Incident Response Time | Severity Level 2 | 30 minutes, measured 24/7/365 | 95.0% |
Incident Response Time | Severity Level 3 | 2 hours, measured during Business Days | 90.0% |
Incident Response Time | Severity Level 4 | 8 hours, measured during Business Days | 90.0% |
Severity Level | Description |
Severity Level 1 - Urgent | An Incident That (a) Renders The Service Components Unusable, Or (b) Results In The Inability Of All End Users To Use Such Hosting Service. No Immediate Work-Around Is Available. |
Severity Level 2 – High | An Incident Causing (a) A Partial Outage Or Major Degradation Of Some Of The Service Components, Or (b) Results In The Inability Of Some End Users To Use The Hosting Service. A Work-Around Is Limited Or Not Available. |
Severity Level 3 - Medium | A Sporadic Or Isolated Incident Causing A Minor Degradation Of A Certain Service Component Impacting A Limited Number Of End Users. A Work-Around Is Available Or Not Required. |
Severity Level 4- Low | An Incident that has no, or no immediate, effect on the Hosting Service or the business of the Customer but requires resolution. |