managed-services

AQL’s SharePoint Service includes the below services for SharePoint Servers.

 

To help support the key objectives mentioned above, AQL will provide the following shared services delivery model:

 

SERVICE DELIVERY MANAGEMENT

 

Leveraging its well defined process, technology and people, AQL will execute efficient and effective operations of any SharePoint Servers environment.

 

SERVICE LEVEL AGREEMENT (SLA)

 

AQL will perform these activities in SLA based service delivery model. However, if there is no lockdown on the environment, important operational requirements such as availability, capacity, and outages will be a joint responsibility of AQL and customer. Further any device addition/deletion, changes must follow effective change management.

 

Following table describes the various priority levels associated with incidents. The sources of alerts are either from monitoring system or from user requests via ticketing system, phone or emails.



Severity Name Response time Update time Resolution time Resolution window Team
P1 Critical Business Impact 1 hr Every hour ASAP 24/7 effort to resolve the issue. AQL Manager gets notified.Customer’s Manager gets notified.
P2 Significant Business Impact 1 hr Within 4 hours 24 hrs 8AM-6 PM working hours including weekends. AQL Manager gets notified.Customer’s Manager gets notified.
P3 Minimal Business Impact 1 hr Within 4 hours 48 hrs 8AM- 5 PM, weekdays AQL developer.
P4 Normal Business Impact 1 hr Within 24 hours 5 days 8AM- 5 PM, weekdays AQL developer.


 

SLA is applicable if effective Change Management is followed both for changes made by AQL and the customer. Resolution time mandates one or more of the following activities are complete:

 
LEVEL OF SUPPORT

 
There are three levels of support, which are defined as follows

 
Level 1

Level 2

Level 3

 
SERVICE REVIEWS

 
Periodic reviews will be conducted by AQL with customer’s management team to assess the performance.

 
A Monthly review for status update/performance review will be scheduled with customer’s management team. The agenda for the meeting includes:

 
SUPPORT WINDOW

 
Below are the service time frames



Definition Days Service Timings Mode of Delivery
Business Hours Monday to Friday 8:00 am to 6:00 pm Remote
Off Business Hours Monday to Friday 6:00 pm to 8:00 am Remote
Weekend Hours Saturday & Sunday 6:00 pm Friday to 8:00 am Monday Remote