ana’s Cloud Service Level Agreement
This agreement outlines the technology support provided by the ana’s Help Desk to ana’s clients. This agreement focuses on desktop support. It outlines the procedures used to process requests and problems that are reported. Recommend software providers or other providers and services of these providers are the sole obligation of those providers and are excluded here under.
- ana Technology Support
- ana’s cloud clients.
Desktop Virtualization (VDI) provides virtualized desktops on central servers that can be accessed and used from any internet-connected computer. Clients will be able to access virtual desktops and applications from a desktop PC or thin client using a remote display protocol and get full features as if the application were loaded on their local systems, with the difference being that the applications are centrally managed.
- Simplifies desktop administrative and management tasks
- Technology supports both PCs and thin clients
- Applications can quickly be added, deleted, upgraded and patched
- Desktop security and data protection are centralized
- Access can be easily extended to remote users
The service will be available 24/7 barring any unplanned outages and planned system maintenance windows.
Unexpected outages — In the case of an unexpected outage, ana’s personnel will return the service to operation as quickly and as soon as reasonably possible. System outage information will be posted on the ana’s website Notification of outages will be sent to the client's main e-mail.
Planned maintenance — Regularly scheduled system maintenance windows take place from 12:00 a.m. – 6:00 a.m. on Saturdays and Sundays.
Ana will announce all disruptive system maintenance changes at least 5 days in advance on the ana’s website. Notification will be sent to the client's main e-mail. All disruptive system maintenance will be performed between 12:00 a.m. – 6:00 a.m. on Saturdays and Sundays.
Emergency maintenance — In rare situations, it may become necessary to perform emergency maintenance to correct or prevent imminent service issues. ANA will provide as much advance notice as reasonably possible on ana’s website. Notification of system maintenance will be sent to the client main e-mail . ANA will restart systems after each of these activities, but it is the responsibility of the client to make sure their services have restarted correctly.
Disaster Recovery and Service Redundancy
A data center disaster is declared when an event occurs that prevents use of a data center and/or all computing equipment in the data center is unavailable or unreachable. A data center disaster is not declared for issues with individual storage servers. To minimize outages, especially in case of a disaster, ana may maintain at its discretion two data centers.
Disk replication for base images is maintained for disaster recovery purposes in case of catastrophic server failure. Ana’s client may map their share to a server they maintain and run additional backups to other backup systems
ana will ensure that proper physical security is maintained for all desktop machines and will perform network level intrusion detection. ana will not be liable for any costs or damages associated with actual or potential security incidents, or other loss or damage under or by reason of this agreement, or any other loss or any other damage consequential or otherwise howsoever arising.
All communication with VDI with extend reasonably possible will be in secure connection and encrypted.
Ana will communicate with client whose virtual desktop machine is:
- suspected of being compromised
- attacking other hosts
- adversely affecting the performance of other VDI clients
This communication will include information on the circumstances and actions to be taken by the client and by ana’s staff during such an event. ANA reserves the right to audit virtual desktop machines. ANA reserves the right to remove compromised virtual desktop machines or virtual servers impacting the performance of the other VDI clients, the same to be at and in the sole opinion.
Hours of Operation
Assistance will normally be available from 8:00 am to 5:00 pm EST, Monday through Friday, except when ANA is closed due to holidays, administrative closings, or inclement weather. After hours support is available 24/7 via email or support web form.
To report problems or request services for technology support:
Web forms: http://www.anacenter.com/Support/tabid/70/Default.aspx
Ana’s clients has the option to place service requests and report problems via telephone, email, opening a call directly in our database and submitting a web form.
If a phone technician is assisting other clients, Ana’s clients will have the option to hold for the next available technician or use other means to contact the IT Help Desk such as email.
Critical or very important requests* (as outlined below) should always be phoned in to the Ana’s Help Desk. All requests and problems are recorded in a database that is used by everyone in ANA. Calls will be directed to the proper support groups within ANA.
Requests via email will be entered into the ANA database as a record. ana will respond to email requests within one workday of receiving the email between 8 am – 5pm, Monday – Friday when ANA is open. Responses to emails received after 5 pm will be answered the next business day.
The help desk consists of ANA staff. The ANA staff will answer the phone and emails. May go on office visits to assist Ana’s clients with their technology problems and provide remote assistance and advice on equipment to purchase.
The help desk will use the following guidelines in prioritizing requests and will strive to resolve the problem within the targeted timeframe. Actual resolutions as below provider may be shorter or longer depending on the volume requested or by reason of Force majeure.
Effects more than five individuals; or is mission critical and there is no workaround available.
Examples: Desktop outage, E-Mail services are not functional; network is not available; office computing technology is not functioning
Will call or page technicians for immediate response.
Within 4 hours
Effects one to five individuals, no workaround available.
Example: Computer with critical data won’t boot
Within 4 hours
Within 1 working day
Effects fewer than five people, workarounds available.
Example: Can't check e-mail from one computer, but could use WebMail from another computer.
Within 1 working day
Within 3 working days
No effect on productivity, or unsupported software.
A service request that does not require immediate attention or involves long range planning.
Examples: Monitor showing black and white instead of color. CD player has no sound.
Within 3 working days
Within 5 working days
· indows XP Pro SP3
· Windows Vista
· Windows 7
· Windows Server 2008
· Windows Server 2003
- Microsoft Offic
- Antivirus Software
- Internet Explorer
- MS Outlook (email client)
· Desktop connection
· Profile problem
· Email setup
· Printer setup
· Internet Access
· Password help
· Network storage
Support Procedures (Modiy calls to cases)
Client who contact the ana Support Desk for technology support need to provide the following information:
- name, phone number, tag number of computer, location, office hours
- provide a clear description of the problem
1. Document the request or problem
· Requests or problems will be captured by telephone or email
2. Log the call into the database
· The technician will create case in the ANA database for all problems and requests from the information provided by the user. Limited troubleshooting will take place during the initial phone call. Follow ups will be done in Step 3.
3. Assigning cases
· All cases are logged in the database will be assigned to the appropriate technology support technician or appropriate support group within ANA.
· The technology support technicians will contact the customer or the alternate contact to follow up on the case. Contact will be made via phone and/or email.
4. Close the case
· All actions taken to resolve the call will be recorded in the database. After the call is successfully resolved the call will be closed.
The following are responsibilities of all members of the Ana’s clients:
· Back up critical data on their workstations
· Keep passwords secure
· Not install screensavers
Service Pricing and Billing Cycle
The current service pricing can be found on the ana’ website
Upon requesting the service through the ana order form, customers will need to provide the following information:
- Valid credit card information.
- Primary Customer IT contact (name & unique name)
- Customer contact or group e-mail, if any
Billing of the service is limited by the following:
§ Orders, upgrades, downgrades or cancellations received by the 12th of each month will be included in the current billing cycle. A billing cycle is one calendar month.
§ Orders, upgrades, downgrades or cancellations received after the 12th of each month will be included in the next billing cycle. No proration will occur.
§ Two months of service is the minimum service requirement. There are no refunds for early termination.
ana may interrupt or terminate it’s services to a client without notice for any conduct that ana in its sole opinion believes client has violated this Agreement.
Examples include but are not limited to:
- Cases where billing fails due to an invalid credit card
- If ana determine that the service is used in an abusive manner
- If ana believes the client is not in compliance with state or federal laws and regulations.
- All forgoing at ana’s sole opinion.
To cancel the subscription:
§ Client who are using persistent virtual desktops are responsible for making copies of their data/files and deleting them from the virtual desktop machine.
§ The client must request cancellation by using the ana’ canceltiation form
§ All cancellations must be given two weeks advance notice and clients will be billed for the subscribed amount of resources used within the month of cancellation.