Business Challenges surrounding Active Directory

Details of Service Coverage

• 7/24 support with 5/24 live coverage (Monday to Friday), with on-call support provided on weekends and Holidays
  Support personnel are located at Itergy’s Service Center locations
• Support Services are available via telephone, e-mail and our Web-Based Service Management system. Support Services may be reached at any time, world-wide via a single telephone number
• Regional Support Services professionals act as one team, with the ability to transfer issues and problems between time zones world-wide
• All Service Support is provided in both English and French
• Service levels are provided as part of the Service Catalogue and are finalized with the customer during the transition period
• Active Directory must be available 99.99% is our base service level
• Examples of other service level metrics:
• Telephone response time
• Trouble Ticket Acknowledgment response time
• Network Service Availability
• Problem Escalation
• Incident Reporting
• Time to respond
• Time to resolve
• SLAs and KPIs developed in accordance with your business needs and drivers
• Daily Directory Services health reports are provided once per day to customer
• Monthly Service Delivery reports are delivered within 10 business days of the first business day of each month
• Monthly reporting will cover all aspects of the Service Model
  Exhaustive Service Catalogue
• Identified activities and responsibilities for the operation of your Active Directory environment
  Reliable and comprehensive operational documentation are maintained, updated and available
• Continuously update documentation during steady state
• Accessible to customer for projects
• Documentation of critical procedures and environmental design will always be available for rapid transfer for reversibility