Convergeone, Inc. CSA 20230627 - Laserfiche WebLink

Home

Consulting Services Agreement between City of San Leandro and Last revised 06/09/2023 ConvergeOne for Infrastructure Managed Services Exhibit A – Page 5 of 26 personnel with a working knowledge of the Customer’s technical environment as it relates to the Supported Products covered under this SOW. The Customer’s Help Desk must meet the requirements as outlined in section 6 of this SOW. Service Desk support shall include, but is not limited to the following: > Reception of trouble reports and supported product alarms, > Event assessment and assignment of incident classification according to agreed incident prioritization criteria, > Update status of trouble tickets based on agreed intervals or with change in status > Review, validation, and closure of tickets. The service desk is available during Service Hours. Trouble reports can be received by the service desk in the following ways: > Customer phone call to the service desk, > Customer submission of an incident ticket via the Seller’s customer web portal, > Alarm receipt notifications from Supported Products. 2.2 Proactive Monitoring and Event Management With Seller’s monitoring solution, Seller will have a real-time view of the Supported Products across the supported environment. Taking a proactive approach to IT management, Seller will work with key Customer stakeholders during the services implementation and on-boarding process to establish event classification, thresholds for event notifications, and escalation procedures for monitoring. Should an event occur, expert engineers and tools enable quick trouble resolution and root cause analysis by Sellers team in conjunction with Customer’s maintenance providers. With regard to Proactive Monitoring and Event Management, Seller will: > Provide remote monitoring of your supported environment 24x7x365, performing event correlation, and providing alarms to the Customer Success Centers (CSC). > Monitor pre-defined events and system generated alerts for the Supported Products (as applicable for those systems that are appropriately equipped and capable of being monitored) at Supported Sites covered under this SOW. > Support the following event management tasks and workflows: o Event filtering and categorization according to criticality o Event authentication and notification via pre-defined time-based correlation rules o Event correlation, automated Ticket creation and assignment > Provide Customer with a read-only access to a comprehensive web portal that represents the customer’s environment for proper visibility and information. Alarms will be addressed according to the Incident Management process defined below. DocuSign Envelope ID: EA0A1203-02DA-42E0-9D8C-A7B9368C06F7