Content
- About this document
- CMIT Advanced Technical Support Services
2.1. Service delivery management
2.2. Reactive services.
2.3. Proactive services.
1. About this document
The CMIT Advanced Technical Services Description of Services provides you with information on the advanced technical services that are available to purchase from CMIT.
The services that you purchase will be listed in your Enterprise Services Work Order (Work Order) or another applicable Statement of Services that references and incorporates this document.
2. CMIT Advanced Technical Support Services
CMIT Support is a comprehensive support solution that helps reduce costs, enhance productivity, and use technology to realize new business opportunities for any stage of the IT lifecycle. Support services include:
- Service Delivery Management to facilitate planning and implementation
- Proactive services help maintain and improve health of your IT infrastructure and operations.
- Prioritized 8×5 problem resolution services to provide rapid response to minimize downtime
2.1. Service delivery management
All Advanced Support packages are coordinated and initiated by a Technical Account Manager (TAM). This delivery may be refined, based on delivery model, level of service, and geography.
Delivery model
| Item |
Definition |
| Pooled |
Performed by a group of individuals located remotely |
| Designated |
Provided on a part-time basis, either onsite or remotely, by a named individual who also services other CMIT Advanced Support customers |
| Dedicated |
Provided, either onsite or remotely, by a named individual who is solely focused on a single CMIT Advanced Support customer |
Scope details：
Service Delivery Plan (SDP): The basis of your Advanced Support services that includes a customized service plan created in collaboration with your team to determine how and when services are to be applied. We monitor and adjust your SDP based on your needs throughout the term.
Service reviews: On an ongoing basis, we review the past period’s services, report to you on what has been delivered and improved, review your feedback, and discuss any actions or adjustments, which may be required. These reviews may consist of standard status reports and virtual or onsite status meetings (if onsite travel is authorized).
Incident management: Oversight by your TAM of support incidents to drive timely resolution and a high quality of support delivery. This may include the development of incident response plans, identification of a primary contact for status updates during incidents and facilitating root cause analysis after an incident has occurred.
Crisis management: Around-the-clock issue ownership and communication to you from SDMs and Critical Situation Managers during situations in which you experience critical business impacts.
2.2. Reactive services
Problem Resolution Support (PRS): Assistance for problems with specific symptoms encountered while using Windows 10 CMIT Government Edition, where there is a reasonable expectation that the problems are caused by Windows 10 CMIT Government Edition. Severity definitions, our estimated initial response times, and submission requirements are detailed in “Table: Incident response.”
PRS is charged on an hourly basis, deducted from the pre-paid hours established in your Work Order. If we determine that the problem resulted from a bug in a product in mainstream support, we will not deduct PRS hours. If you exhaust all pre-paid hours while we are addressing a particular problem, we will charge you in arrears and you must purchase additional PRS hours before we respond to additional incidents. Upon your request, we collaborate with third-party technology suppliers to help resolve complex multi-vendor product interoperability issues, however, it is the responsibility of the third party to support its product.
The incident severity determines the response levels within CMIT, initial estimated response times and your responsibilities. You are responsible for outlining the business impact to your organization and, in consultation with us, CMIT will assign the appropriate severity level. You can request a change in severity level during the term of an incident should the business impact require a change to a higher or lower severity.
Table：incident response
| Severity and situation |
Our expected response |
Your expected response |
| P1
Complete loss of a core business process and work cannot reasonably continue |
• First call response in one hour or less
• Our Resources on site as required
• Continuous effort on a 24/7 basis |
• Allocation of appropriate resources to sustain continuous effort on a 24/7 basis2
• Submission via phone only |
| P2
Moderate loss or degradation of services, but work can reasonably continue in an impaired manner |
• First call response in two hours or less
• Effort during business hours only |
• Accurate contact information on case owner Responsive within 2 hours
• Submission via E-mail only |
| P3
No loss or degradation of services |
• First call response in one weekday or less
• Effort during business hours only |
• Accurate contact information on case owner
• Responsive within one weekday
• Submission via E-mail only |
Onsite Support: Onsite reactive support provides assistance at your location. This service is subject to CMIT’s resource availability and may require an additional charge per onsite visit.
2.3. Proactive services
Proactive services help prevent issues in your Windows 10 CMIT Government Edition environment and are typically scheduled in advance of the service delivery to help ensure resource availability.
- Maintenance services
- Assessment Program: An assessment on the design, technical implementation, operations or change management of your Windows 10 CMIT Government Edition environment against CMIT recommended practices. At the conclusion of the assessment, the CMIT resource will work directly with you to remediate possible issues and provide a report containing the technical assessment of your environment, which may include a remediation plan.
- Health Check: An implementation assessment review of your technology implementation against our recommended practices. A CMIT engineer plans the health check engagement with you, performs the review, analyzes the data and delivers a report upon completion.
- Offline Assessment: An automated assessment of your Windows 10 CMIT Government Edition environment implementation with data collected remotely, or by a CMIT engineer at your location.
- Proactive Operations Programs (POP): A review with your staff of your planning, design, implementation or operational processes against CMIT recommended practices. This review is done either onsite or remotely by a CMIT support resource.
- Education services
Short interactive services, typically one-day sessions, that cover product and support topics of Windows 10 CMIT Government Edition, provided in a lecture and demonstration format and are delivered by a CMIT engineer either in person or online.
Where available, proactive services may be sold as a quantity of Support Assistance hours. These hours can be exchanged for one or more proactive services, described above, at current rates that are provided by your CMIT Services representative. After scheduling the proactive service, we will deduct the appropriate number of Support Assistance hours from your balance, rounded up to the nearest hour, to cover the value of a daily rate or the fixed fee for the service. If you order one type of Support Assistance service and wish to exchange it for another, you may apply the hours already purchased to that alternative service, where available and agreed upon with your Service Delivery Manager.