Digital Evolution Services - Service Schedule
The following terms and conditions apply to the provision of the Digital Evolution Services.
1.1 In this Service Schedule, in addition to those terms defined in the General Conditions for Business customers the following terms and expressions apply:
|"Devices"||means any smartphone, tablet, personal computer, laptop, Apple mac that is supported by the End-User Licensed Software;|
|"Digital Evolution Services"||means either Premium Support Office 365, Premium Support Box, Premium Support McAfee, Premium Support Sophos, Office 365 Email Migration, Office 365/Box/McAfee/Sophos Tutorial and Set Up.|
|“My Business Apps”||means the Service provided by O2 that allows Customers to purchase Cloud applications;|
|“Order Form”||means the form used to order the Digital Evolution Services;|
|“Service Levels”||means the service levels and support services detailed in Appendix 2 of this Service Schedule; and|
means the subscription required in order to purchase Licences for the business applications.
2 DIGITAL EVOLUTION SERVICES
2.1 Digital Evolution Services are a range of services designed to support the implementation of business applications, covering qualification, design, set up, migration and ongoing management business applications on behalf of the Customer.
2.2 The Digital Evolution Services will be provided in accordance with the Service Levels set out in Appendix 2 of this Service Schedule.
3 TERM AND TERMINATION
3.1 Unless otherwise stated in the Commercial Schedule, the Digital Evolution Services (except the Premium Support Office 365, Premium Support Box, Premium Support McAfee, Premium Support Sophos) are available to purchase as one off purchases with no associated contract term.
3.2 The Premium Support Office 365, Premium Support Box, Premium Support McAfee and Premium Support Sophos is available to purchase with a Minimum Period of 30 days. The Customer will continue to be charged the monthly rental Charge until the Customer cancels the Subscription to the Premium Support Office 365, Premium Support Box, Premium Support McAfee and Premium Support Sophos upon providing O2 a minimum of 30 days’ notice.
4 CUSTOMER OBLIGATIONS
4.1 The Customer is responsible for ensuring their Devices are compatible with the Digital Evolution Service.
4.2 Provision of the Digital Evolution Services is subject to the Customer complying at all times with the provisions of this Service Schedule and paying the Charges in accordance with the Agreement.
4.3 The Customer shall keep its log-on credentials secure at all times and shall only grant access to such details to those persons it deems appropriate. O2 will have no liability to the Customer for any misuse of such log-on credentials by any Customer employee or third party.
4.4 Customer shall comply with any reasonable instructions given from time to time by O2 concerning the Digital Evolution Services.
4.5 The Customer must have an account created and set up on the My Business Apps service provided by O2 before any order for the Digital Evolution Services can be placed. O2 will provision this account and email login credentials to the Customer’s nominated administrator.
5.1 Premium Support Office 365/Box/McAfee/Sophos: O2 will provide the Customer 24/7 support via telephone support number 0800 977 7337.
5.2 Office 365 Email Migration and Office 365/Box/McAfee/Sophos Tutorial Set Up per user products: O2 will provide the Customer 24/7 support via telephone support number 0800 977 7337.
6.1 The Customer shall be charged for the Digital Evolution Services as set out in the Commercial Schedule on the following basis:
a) The Premium Support Office 365/Box/McAfee/Sophos will be billed per License on a monthly basis;
b) The Tutorial, Set Up and Office 365 Email Migration services will be billed per License as a one off standalone charge in advance of the service being consumed.
7.1 O2 will use reasonable skill and care in providing the Digital Evolution Services. However, O2 does not warrant that:
a) the Service will be error free or free of harmful components, interruptions or failures; or
b) that the content will be secure or not otherwise lost or damaged; or
c) there will be no malfunctions or other errors in the Digital Evolution Service caused by virus, infection, worm or similar malicious code not introduced or developed by O2.
Subject to clause 7 of this Service Schedule, the Digital Evolution Services available to be purchased by the Customer are outlined below:
1 PREMIUM SUPPORT
An end-to-end turnkey customer-experience enabled support program, comprising of call centre agents and labour management, call centre agent automation and intelligence, analytics, support automation and technology. Premium customer support services are provided based on both the number of intended uses and the scope of required assistance, and may be rendered over the telephone, chat, through a remote connection, or through e-mail.
These services are broken down into the following categories:
a) Premium Support Office 365
This service is provided as part of subscription SKUs and provides access to an IT support agent that will provide technical assistance to end Customers on the use of Microsoft Office 365.
This service covers tier 1 (end user assistance), tier 2 (administrator user assistance) and tier 3 (managed escalations for technical support issues that require intervention from relevant software manufacturers) technical support Services with regards to Microsoft Office 365. Microsoft Office 365 Premium Support is available on a 24/7 basis. This Service also includes a managed collection of self- help resources related to Microsoft Office 365 that end Customers can make available to their end users.
This service includes:
i) Break-fix support where a product was designed to work the way it is expected to be and it is not functioning correctly, the Supplier will support and assist the end Customer to fix and resolve the issue, unless identified as being out of scope (see exclusions below).
ii) Sending welcome emails to new end Customers with links and attachments to resources that will assist them in the account activation process
iii) Providing preliminary support and assistance to end Customers with general Microsoft Office 365 queries and providing guidance on finding resources that enable them to resolve their technical issues.
iv) Upselling to end Customers on demand Services when appropriate.
v) Providing preliminary support and assistance to end Customers in integrating their Microsoft Office 365 applications to other applications and systems to the extent possible.
vi) Providing assistance and guidance to end Customers administrators or end users with the management of their Microsoft Office 365 licenses and or configuration of their Microsoft Office 365 suite of applications.
vii) Managing escalations to Microsoft in the event that the issue requires the intervention of Microsoft in order to resolve it.
The following services are excluded from the scope of Services:
viii) Support of requests related to data deletion either due to an expired Microsoft Office 365 subscription, cancelation, data corruption or data deletion linked to a retention policy.
ix) Any services or support offerings that are sold separately as an on-demand service (example: migrations, onboarding and setup).
x) Microsoft Office 365 backup or recovery.
xi) Designing and/or creating materials (document, presentations files, etc).
xii) Resetting of administrator’s passwords.
xiii) Support of issues related to Active Directory, ADSF or hybrid configurations of Microsoft Office 365.
xiv) Support of add-ons, software or other technology not included in Microsoft Office 365.
xv) On-premise support or hardware related issues – should an End Customer’s request for assistance require an IT Support Agent to be physically present to resolve, this will be deemed as out of scope of the Services.
xvi) The IT support agent will guide the customer to a resolution path (for example: “You need to replace your hard drive”).
xvii) Configuration of any client applications other than Microsoft Office 365 on mobile devices and mobile operating systems.
b) Premium Support Box and Premium Support McAfee and Premium Support Sophos
This Service is provided as a turnkey service, technical support to provide break / fix support to end Customers 24/7, technical support for issues related to the use of products purchased from My Business Apps.
This Service includes:
i) Break-fix support where a product was designed to work the way it is expected to be and it is not functioning correctly, O2 will support and assist the End Customer to fix and resolve the issue, unless identified as being out of scope of the Services (see exclusions below).
ii) Sending welcome emails to new end Customers with links and attachments to resources that will assist them in the account activation process.
iii) Providing preliminary support and assistance to end Customers with general queries related to their My Business Apps Subscription and providing guidance on finding resources that enable them to resolve their technical issues.
iv) Upselling to end Customers on demand services when appropriate.
v) Providing preliminary support and assistance to end Customers, when required, with installing and configuring Cloud / SaaS applications that they have purchased from O2.
vi) Providing assistance and guidance to End Customers´ administrators or end users with the management of their My Business apps Subscriptions.
vii) Managed escalations to the appropriate ISV if the issue requires the intervention of the ISV in order to resolve.
viii) Supported My Business Apps Subscriptions - McAfee, Box, Sophos.
The following services are excluded from the scope of Services:
ix) Any services or support offerings that are sold separately as an on-demand service (example: Office 365 Email Migration, Office 365/Box/McAfee/Sophos Tutorial and Set Up).
x) Initiating or running any of the applications on behalf of the Customer.
xi) Designing and or creating materials (document, presentations files, etc).
xii) Resetting of administrator’s passwords.
xiii) Support of issues related to the interaction of the My Business Apps Subscription and an unsupported software or technology.
xiv) Support of add-ons, software or other technology not covered in the scope of premium support product.
xv) On-premise support or hardware related issues– should an end Customer request for assistance require an IT support agent to be physically present to resolve, this will be deemed as out of scope.
2 OFFICE 365 EMAIL MIGRATION
This service is provided only through a single assistance SKU, and covers one (1) end Customer training session and it includes a managed migration of email mailbox data from a compatible source system into Microsoft Office 365. There is a minimum of four (4) mailboxes per migration project. The managed migration of email mailbox data covers an information collection session that may be done live with an IT Support Agent by phone or chat, or completed by the End Customer directly using an online form (as applicable). Once the required information for the migration has been collected and validation of all requirements has been done, the copy of the source data (data migration) to the End Customer’s Microsoft Office 365 account may begin. The actual data migration will occur at a scheduled time, but its duration will vary based on the limitations of the source systems infrastructure, bandwidth, as well as other factors. For example, the response time by end Customers who are required to take certain actions to facilitate the migration. End Customers are responsible for the purchase of relevant Microsoft Office 365 subscriptions.
This service includes:
i) Discovery of email accounts, aliases, distribution groups, public folders and shared mailboxes to verify migration plan with End Customer administrator prior to migrating.
ii) Microsoft Office 365 account provisioning and user licensing.
iii) Migration of data from supported source system to Microsoft Office 365 account.
iv) DNS configurations to ensure email switchover to Microsoft Office 365.
v) Configuration of Active Directory service.
vi) Outlook application setup.
vii) Instructions to end Customer on how to configure mobile devices.
viii) Quality assurance and mail flow checks.
ix) Post migration sweep of source mail server hourly for forty-height (48) hours
x) End Customer´s point-of-contact communications throughout the project.
xi) Project coordination.
The following general terms are considered for this Service:
xii) No minimum annual commitment on the total number of email migrations.
xiii) Minimum of four (4) mailboxes per migration.
xiv) Some restrictions apply to migrations from Google Mail, Lotus Notes, Groupwise and Zimbra as mail sources.
xv) Some restrictions also apply to versions of Outlook 2007 and older versions of Outlook.
xvi) Active Directory’s synchronisation is not included.
3 OFFICE 365/BOX/MCAFEE/SOPHOS TUTORIAL AND SET UP
This Service is provided only through a single assistance SKU, and includes one (1) session with an IT support agent for one (1) end Customer with regards to one (1) applicable Business App. The service is a one on one training and tutorial session, during which the Support Agent will show the End Customer how to activate, install and use the basic features of a given My Business Apps Subscription. The tutorial and set up per user service may include “leave behinds” with information on the use of the selected application that the end Customer can reference or send to others inside of their organization. The end Customer will have a chance to ask any questions he/she might have about the selected application.
This Service includes:
i) Assignment of My Business Apps Subscription licenses to end Customer users.
ii) Implementation of the My Business Apps Subscription to the end Customer computer.
iii) Initiation of the automated deployment of the My Business Apps Subscription to additional end Customer users.
iv) High level tutorial on the use of My Business Apps Subscription answering any questions the end Customer might have about their Business App.
v) Supported Microsoft Office 365 Applications: Outlook, Word, Excel, Powerpoint, OneNote, Access, Skype for Business, One Drive, Yammer. Other supported My Business Apps Subscriptions - Box and McAfee and Sophos Exclusions/out of scope:
vi) The end Customer will ensure that it has backed up all systems and performed any required maintenance prior to the performance of the services. Such systems will include, without limitation: (a) servers; (b) networks; (c) storage; (d) power; (e) lighting; (f) air-conditioning/heating.
vii) Agents will use commercially reasonable efforts to resolve Customers technical issues, however not all technical issues can be resolved by these technicians.
viii) Certain restrictions apply to O2’s ability to support unlicensed, outdated or unsupported platforms, hardware and technical support issues.
ix) These Services are intended for small to medium sized businesses. As a result there are certain restrictions on O2’s ability to support enterprise systems, software and technologies.
x) All services are limited to issues that can resolved remotely. Any scope of work that requires an agent to be physically present to resolve, is considered to be out of scope and not included in these services.
xi) Consultancy for third party systems or software (e.g. APS, Integrations).
xii) Custom software development.
xiii) Physical Datacenter related activities, such as implementation, testing and/or fixing of network equipment, servers, power units or cables.
1 SERVICE LEVEL COMMITMENTS AND SUPPORT SERVICES
The following performance metrics applicable to this Appendix are outlined below:
Meet the response times in accordance with the time frame below (Ref Table 1.0);
Meet issue resolution times set out in table 1.0 below and correct such issues in accordance with the time frame set out in the table 1.0 below (including through the implementation of workarounds, updates or upgrades, or other means the O2 deems necessary to bring the premium customer support services into material conformance with their specifications). This provision will apply to all issues for end Customer users identified and reported to O2 by the end Customer and that the Supplier can substantiate.
a) Case Prioritization
Any Issues reported by the Customer to O2 and verified by the O2 support team will be classified and assigned a priority by O2 in its reasonable discretion. The following priorities and their meanings are detailed below:
|Issue Severity Level||Response Time||Target Action and Issue Resolution Time|
|Severity Level 1||O2 will acknowledge by telephone and/or by email if there is a problem or not within one (1) hour.||On the Issue being appropriately reported to O2 and acknowledged, O2 will work 24/7 using commercially reasonable efforts to investigate and to provide a workaround or final fix for the Issue, with appropriate escalation and feedback on status to the end Customer.|
|Severity Level 2||O2 will acknowledge by email if there is a problem or not within two (2) hours.||Within four (4) hours of the Issue being appropriately reported to O2 and acknowledged, O2 will work 24/7 using commercially reasonable efforts to investigate and to provide a workaround or final fix for the issue, with appropriate escalation and feedback on status to the end Customer.|
|Severity Level 3||O2 will acknowledge by email generally within two (2) business days.||Investigation and response occur only during normal business hours. O2 will use commercially reasonable efforts to provide a workaround or final fix for the issue within fifteen (15) business days.|
|Severity Level 4||O2 will acknowledge by email generally within three (3) business days.||Investigation and response occur only during normal business hours. O2 will use commercially reasonable efforts to provide a workaround or final fix for the issue within twenty five (25) business days.
O2 will provide an acknowledgement of a reported issue to the Customer and respond within the target time frames specified above in Table 1.0. The response will include the priority assigned to the case by O2, any actions taken, estimated resolution time if available, and any escalation plans.
Resolution of an Issue is subject to verification and reproduction of the Issue by O2, with Customer’s reasonable assistance in verifying and reproducing the Issue. Resolution(s) may include a temporary workaround, patch or bypass.
b) Application of Appendix 2
O2’s obligations under this Appendix do not extend to any on-going test or training instances of the My Business Apps Subscription Service provided to the Customer or downtime, issues or errors that are caused by:
a) Third party hardware or software;
b) Use of the My Business Apps Subscription in violation of the terms of the Agreement;
c) Use of the My Business Apps Subscription in other than in accordance with any user guide or the reasonable instructions of O2; or
d) Services, circumstances or events beyond the reasonable control of O2, including, without limitation, any force majeure events, the performance and/or availability of local ISPs employed by Customer, or any network beyond the demarcation or control of O2.