SLA

Service Description
SOLIUTIONS CUBED services consists of hardware, software, and supporting infrastructure for end-user personal computers running the Windows, Linux and Macintosh operating system.

Service Support Hours
Customers can expect support for the service to be available during all regular business hours, as well as extended hours when previously agreed on. All times listed are for Eastern Time.
Regular hours: Monday – Friday, 8:00 A.M. to 5:00 P.M.
Extended hours: Monday – Friday 7:00 A.M. to 7:00 P.M., Saturdays 9:00 A.M. to 2:00 P.M.
Support cannot be expected on weekends or on all holidays that the bank observes.

If these detailed service times are found to be unacceptable, the Customer may request an SLA review for re-evaluation.

Customer Support
The point of contact for users will be through the Service Desk.
http://solutionscubed.freshdesk.com or by emailing help@solutionscubed.ca
Phone: 437-888-0111

Outside of normal operating hours, for emergency contact, please use the above phone number.

If all Service Desk agents are unavailable, an effort to return all messages (with a telephone call) within 2 hours will be made. More than 99 percent of all Service Desk contacts will be handled 48 hours unless otherwise agreed on.

Service Availability
Desktop Service is required along with Network/Intranet for access to other services. Required availability for these services is 99.5 percent uptime, not counting planned maintenance times.
The 99.5 percent availability metric will be measured by a rolling 6-month period.

Service Performance
Designed for high performance, the desktop should not keep the user waiting for response to an input for more than two minutes out of any five-minute window. Any failures must be reported to the Service Desk for incident resolution.

Change Management Procedures
Any proposed changes by the Customer must be submitted through the Service Desk for review. A notice of acceptance/denial and reason for such must be within five business days of the next CAB meeting for Normal changes, or three days for Standard changes. Emergency changes will be dealt with immediately by the Service Desk Manager.

IT Service Continuity
In the case of a major catastrophe with hardware loss, desktop computers and infrastructure will be leased from various providers. If such a case occurs, relocation of offices will likely also be necessary. Details for business continuity will be provided in such an event.

Security
Strong passwords must be used to access all IT services, including desktop logon. These will be enforced using client side solutions such as Jamf for Macintosh or Airwartch for PC environments. . Strong passwords are defined as having more than eight characters, not matching standard “dictionary” definitions, and having at least three of the following five characteristics:
• One or more capital letters
• Two or more numbers
• One or more punctuation marks
• One or more symbols
• Fewer than three of the same characters consecutively
Also provided with the Desktop Service will be antivirus, spyware/malware protection, and firewall protection.

Charging
To be agreed on with client before commencement of service agreement,

Service Reviews
Reviews of the service will be conducted by Service Level Management in conjunction with the Customer at least annually, as well as after a major outage or change.