Application of Services
The Services Service Provider will deliver to Customer are determined by the level of service applied to Customer’s Computers and Servers. A single service level can be applied to both Computers and Servers, or a “hybrid” service level structure can be applied where Computers receive one service level, and Servers receive another service level. The final application of Services, and the list of Inclusions and Exclusions, are determined by the Computer and Server service levels detailed on the Quote.
1. Definitions
Service Provider groups service levels by Computers and Servers. While the service level for Computers can be different than the service level for Servers, the same service level must apply to all Computers and Servers respectively. These service levels will appear on the Quote and invoice as follows:
Servers: “Physical Server”, “Hypervisor Server”, and “Virtual Server”
Computers: “Computer”, and “Limited Use Computer”
1.1 Device Types
Within the categories of Computers and Servers, Service Provider further classifies devices for billing purposes. These Computer and Server device types are defined as follows:
- Computer: Desktops, laptops, workstations, tablets, or any other device intended for use by an individual end-user that runs a desktop operating system, such as Windows 10 or macOS.
- Limited Use Computer: A Computer that is not assigned to a specific end-user, such as those in a computer lab or a conference room, or a Computer that is used by an end-user as a secondary device on rare occasions, such as a laptop that is used once or twice a month when the end-user travels outside the office.
- Hypervisor Server: Physical hardware devices with the sole purpose of running a hypervisor platform, such as Microsoft’s Hyper-V or VMware’s vSphere, and hosting Virtual Servers.
- Virtual Server: Servers that are hosted on a Hypervisor Server.
- Physical Server: Physical hardware devices that do not run a hypervisor platform, or serve other purposes in addition to running a hypervisor platform, such as Microsoft Active Directory Domain Services.
2. Service Types
Although Service Provider delivers Services based on the service level applied to Computers and Servers, not all Services have an obvious correlation with a Device Type. Additionally, there are many types of devices other than those detailed above. To clarify these scenarios, Service Provider groups all Services under the Computer and Server service levels as follows:
2.1 Computers (End-User Services)
The Computer service level covers Services specific to Customer end-users, such as desktop application support, user account support, and user device support. If the delivery of a service involves the participation of an end-user, it applies to the Computer service level.
2.2 Servers (Infrastructure Services)
The Server service level covers Services not otherwise covered by the Computer service level. The Server sevice level focuses primarily on core technology infrastructure, such as servers, firewalls, network switches, Wi-Fi infrastructure, backup systems, phone systems, data storage systems (e.g. SharePoint), and identity and access management (“IAM”) platforms (e.g. Azure Active Directory).
3. Application Examples
Background – Service Levels: Customer has a hybrid service level agreement, with Computers under a SupportAlly™ service level, and Servers under a SupportElite™ service level.
Example 1: A Customer end-user submits a support request asking for assistance resetting their Microsoft 365 account password. Since this request is for an end-user, it will apply to the SupportAlly™ service level.
Example 2: Customer submits a support request stating that Wi-Fi is no longer working in one area of the office. Since this request is for Customer’s core infrastructure, it will apply to the SupportElite™ service level.
4. Infrastructure Exceptions
If Customer does not have at least one (1) Server, all Services will be applied to the Computer service level. If Customer has one (1) or more Servers but elects not to include them in a support agreement, Server and Infrastructure Services will not be applied to the Computer service level and will be considered Out of Plan.
Changelog
| Date | Previous Language | New Language |
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06/29/2022 |
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[Original Publishing] |