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Definitions
1.1
1.2
2.
Service Summary
2.1
Dimension Data must, for the purpose of performing the Service, provide the package of Service Components
selected by the Customer and specified in the Hosted Services Agreement.
The Service Components listed in the table in clause 2.3 are described in further detail in clauses 3 to 30
inclusive.
Table of Service Components:
2.2
2.3
Version
Version
1.0 1.0 17/05/10
Service Component
Storage Data Plans
50 GB
100 GB
500 GB
2 TB
4 TB
10 TB
Internet Data Transfer Quota
Storage Data Access
Access Accounts
Storage Website Access
File Management
Assisted Data Transfer Services
Management Portal
Network Interconnection
Storage Infrastructure Security
Storage Infrastructure Availability
Network Interconnection Availability
Service Request Management
Service Request Escalation
Service Reporting
Storage Infrastructure Incident and Problem Management
Storage Administration Requests
Service Administration Changes
Transition Services
Dimension Data Australia Pty Ltd
Cloud Storage
9
9
9
9
9
9
9
9
9
9
9
9
9
If selected
9
9
If selected
9
9
9
9
9
9
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SCOPE OF SERVICE
Service Component
Cloud Storage
If selected
If selected
Transition Services
3.
Transition
3.1
4.
Transition Manager
4.1
4.2
5.
5.1
The transition kick-off meeting will be held at a time and place agreed between the Customer and Dimension
Data.
At the transition kick-off meeting both parties:
a.
must review and agree on the Transition Plan;
b.
identify requirements for establishment of the Service;
c.
identify and discuss any dependencies, constraints, risks and issues;
d.
confirm their project teams and agree on roles and responsibilities;
e.
confirm stakeholders and escalation and communication paths; and
f.
gather any on Site requirements (access, security, safety etc) (if required).
The Dimension Data Transition Manager will send a copy of the minutes to the Customer, and log any issues
associated with delivering the Service, follow them through to resolution and ensure that the Customer is kept
informed of progress.
Customers obligations
5.2
5.3
6.
Provision of Information
6.1
To ensure timely establishment of the Service, the Customer must complete and return the Data Collection
Sheet to Dimension Data within five (5) Business Days of receipt.
The Customer must also complete and return a Logo Authority Form, to authorise Dimension Data to load the
Customers logo into the Management Portal.
Customers obligations
Version
Version
1.0 1.0 17/05/10
6.2
7.
7.1
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SCOPE OF SERVICE
c.
Customers obligations
7.2
The Customer must verify the accuracy of the information entered into the Management Portal and advise
Dimension Data of any errors and/or required changes.
8.
8.1
9.
9.1
9.2
10.
10.1
The Customer must nominate Service Administrator(s) to manage the Service and be responsible for
configuring the required End User Access Accounts.
10.2
11.
Customers obligations
Customers obligations
Version
Version
1.0 1.0 17/05/10
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SCOPE OF SERVICE
Customers obligations
11.1
The Customer must ensure that all End Users, or Service Administrators on behalf of End Users, download
and install the required Software Clients prior to the Service Commencement Date if they intend to use the
features available through the Software Client.
11.2
i.
Windows desktop Software Client;
ii.
WebDav for Mac and Linux Software Client;
iii.
BlackBerry Software Client;
iv.
iPhone Software Client; and
v.
Windows Synchronisation Software Client.
b.
make Software Clients available, including future updates, to Service Administrators via the
Management Portal and to End Users via the Storage Website, except for the iPhone Software Client
12.
If requested, Dimension Data must supply a storage device to be located at the Customers Site that captures
the Customers storage data locally, and allows the initial transfer of data to the Dimension Data Hosting
Centre, which may be at an Additional Charge.
13.
13.1
14.
14.1
Dimension Data will commence supply of the Service upon completion of all the following items:
a.
receipt of a purchase order (PO) from the Customer;
b.
Network Interconnections provisioned;
c.
Record of Entitlement issued;
d.
Management Portal established;
e.
Management Portal instructions provided;
f.
completion of the Transition Services; and
g.
Welcome Pack distributed.
Version
Version
1.0 1.0 17/05/10
15.1
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SCOPE OF SERVICE
b.
c.
d.
e.
16.
iii.
500 GB;
iv.
2 TB;
v.
4 TB; and
vi.
10 TB,
assign Storage Data Plans to End Users or groups of End Users according to the information provided
by the Customer in the Data Collection Sheet;
provide higher volume Storage Data Plans at an Additional Charge;
work with the Customer to make available, at an Additional Charge, additional plans to cater for
increased data; and
provide storage data in excess of the Storage Data Plan at an Additional Charge in 100GB increments
and invoiced on a quarterly basis in arrears.
16.1
17.
17.1
Customers obligations
17.2
The Customer must ensure that it has an internet browser that is Internet Explorer 7 (or later), Firefox 3 (or
later), Google Chrome or Safari 3 (or later).
17.4
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SCOPE OF SERVICE
18.
File Management
18.1
Dimension Data must provide the Customer with the following file management functionality via the Storage
Website:
a.
the ability to upload, organise, access, search and retrieve files;
b.
the ability to search and create filters that search by file name, folder name and file type; and
c.
provide the Service with default access to the Customer that is restrictive, meaning nobody but the file
owner may access a file unless the file owner has shared that file, assigned access to others, or has
published a URL for the file.
19.
Customers obligations
19.1
19.2
20.
Management Portal
20.1
Version
Version
1.0 1.0 17/05/10
Customers obligations
20.2
The Customer remains responsible for managing all access, and use of the Service.
21.
21.1
The Service by default relies on the Customer using its existing internet connection for accessing cloud
storage. In the majority of situations the performance of the internet will be adequate. Should the Customer
however require additional performance, an optional dedicated Network Interconnection is available.
If selected Dimension Data must provide a Network Interconnection service between the Customers network
and the Dimension Data Hosting Centre to enable End Users to access files in the cloud storage as selected
by the Customer from the following:
21.2
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SCOPE OF SERVICE
a.
b.
c.
d.
e.
1 Mb/sec link;
2 Mb/sec link;
10 Mb/sec link;
20 Mb/sec link; and
50 Mb/sec link.
Customers obligations
21.3
The Customer can upgrade its Network Interconnection upon request and at an Additional Charge.
22.
22.1
If this option is selected by the Customer, Dimension Data must establish a redundant Network
Interconnection between the Dimension Data Hosting Centre and the Customers network to ensure continuity
of the Service and/or regularly check it, both at an Additional Charge.
23.
23.1
Dimension Data will ensure that the Service is protected by a firewall, intrusion prevention and files are stored
with industry leading 256-bit AES encryption.
24.
24.1
24.2
Cloud storage data is not backed up so if there are business critical files that require backup, the Customer
may purchase Dimension Datas Hosted Backup Service.
The availability Service Level applies only to the Service. No guarantee is offered in relation to access to the
Service.
Exclusion
24.3
25.
25.1
26.
Version
Version
1.0 1.0 17/05/10
Customers obligations
26.1
If the Customer has Problems or Incidents in connection with receipt of the Service, the Customer must:
a.
ensure that its End Users call the Customers IT personnel or helpdesk as the first line of support for
queries or Incidents associated with the Service;
b.
ensure Service Administrators are able to raise Storage Administration Requests online or other
service administration requests by contacting the Dimension Data Service Desk;
c.
perform an initial diagnosis of the apparent Incident before logging a Service Request;
d.
provide sufficient and accurate information when logging a Service Request;
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SCOPE OF SERVICE
e.
f.
g.
h.
i.
follow the Service Request logging procedures issued by Dimension Data from time to time;
retain the Service Request number to assist with referencing details of the Service Request in
subsequent interactions;
escalate Incidents to Dimension Data only if they cannot be resolved by the Customer internally;
only raise Service Requests for Severity Level 1 Incidents (as described in the Service Request logging
procedures notified by Dimension Data from time to time) with the Service Desk by telephone. It is
recommended that Severity Level 2 Incidents (as described in the Service Request logging procedures
notified by Dimension Data from time to time) also be raised by telephone; and
provide Dimension Data with access to the Site during Business Hours or as agreed if required.
26.3
27.
Service Reporting
27.1
Dimension Data must make the following reports available on demand via the Management Portal:
a.
the Storage Data Plan allocated to each Access Account and the amount of data utilised; and
b.
the Internet Data Transfer Quota allocated to each Access Account per month and the amount of
Internet Data Transfer Quota utilised.
28.
Customers obligations
28.1
28.2
Service Administrators are able to raise Storage Administration Requests online or by contacting the Service
Desk. A maximum of 5 requests per month are allowed before additional charges apply.
Storage Administration Requests may be made by Service Administrators in the Management Portal may
include:
a.
requesting changes to End User(s) Access Accounts;
b.
changing the Storage Data Plan allocated apportioned to End User(s); and
c.
End User password resets.
29.
Version
Version
1.0 1.0 17/05/10
Customers obligations
29.1
The Customer must advise Dimension Data of changes to any of the nominated escalation contacts within 48
hours of the alteration.
29.2
Dimension Data must update the Customers escalation contact details in the Dimension Data Management
System within two (2) Business Days of receipt of a Service Request and a revised relevant section of the
Data Collection Sheet.
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Version
Version
1.0 1.0 17/05/10
SCOPE OF SERVICE
30.
30.1
If a Customer employee leaves his or her employment, the Customer must instruct Dimension Data to remove
or disable the relevant logins to the Management Portal without delay.
30.2
Dimension Data must add and delete Customer End Users logins to the Management Portal within two (2)
Business Days of receipt of a Service Request and a revised relevant section of the Data Collection Sheet.
Customers obligations
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