IT SERVICE LEVELS
IT Service Levels
All IT service issues should be directed to the ImageQuest LLC (“ImageQuest”) Help Desk. ImageQuest is available via telephone and email from 7 AM to 7 PM Central Time, Monday through Friday, excluding published holidays. The Help Desk team will triage and categorize every service request. Service issues that require either the Network Operations Center (“NOC”) team or the onsite team will be escalated internally. Support is performed from 7 AM to 7 PM Central Time, Monday through Friday, excluding published holidays (“Normal Support Hours”). Pre-arranged onsite support outside normal business hours will be addressed on an individual basis.
Client’s authorized end-users may open a support ticket by calling the ImageQuest Help Desk at (615) 499-7801 or (502) 400-5005, or by sending an email to firstname.lastname@example.org. When a ticket is opened, the ImageQuest team will prioritize it, assign it to the appropriate resource, and manage the open ticket until closure.
Clients calling during Normal Support hours will immediately speak to a qualified support specialist. Appropriate action, prioritization, and escalation will follow. Excluding Bona Fide emergencies, Clients calling outside business hours will receive a return call during Normal Support hours on the next business day. A Bona Fide emergency is an issue or outage that warrants a Priority 1 classification in the Response Matrix below.
Clients requesting support via email can expect a response in 2 to 3 business days, depending on the severity of the reported issue.
If you feel your service request is not being handled properly, please contact the Technology Account Management team by emailing email@example.com calling 888-979-2679 and asking for the Technology Account Management team.
Help Desk Contact
- Telephone: (615) 499-7801 or (502) 400-5005 (immediate support)
- Email: firstname.lastname@example.org (non-emergency support: 2 to 3 business days)
Issue Prioritization / Response Targets
ImageQuest’s first duty is to resolve high priority incidents that impede a Client’s ability to work. Issues are addressed based on priority. Priority is determined by evaluating the severity of the issue and the impact to the organization. ImageQuest will use its best efforts to resolve issues as quickly as possible. The Client understands and accepts that high severity, high impact incidents will be ImageQuest’s highest priority and focus.
ImageQuest will strive to ensure that Client is fully operational at all times with a goal of 99.9% uptime for all managed, critical business systems. Client is aware acknowledges that it may experience downtime in instances where maintenance and/or the provision of Services by ImageQuest is necessary. Using the response matrix above, once ImageQuest diagnoses a problem, ImageQuest will allocate and assign resources to respond based upon the urgency and impact thereof as well as the target timeline.
- The target response is the preferred response, not guaranteed, response time around which ImageQuest’s business model and processes are built. ImageQuest will always strive to meet Client needs and to deal with exceptions as presented
- If ImageQuest needs to engage a third-party vendor for service or application issues, ImageQuest is subject to their timelines for service escalation and resolution.
- Outside of the contracted environment covered under IT Support, ImageQuest will make a best effort to resolve the issue, and ImageQuest reserves the right to defer extensive troubleshooting.
ImageQuest and the Client understand that to achieve these response targets, a sound up-to-date IT network environment is required. Throughout the length of any Agreement, and using industry accepted standard practices, ImageQuest will make recommendations as appropriate and will make the Client aware of potential failures or threats that need to be addressed. ImageQuest and the Client will collaborate to resolve issues or upgrade hardware and software needed to resolve or prevent problems caused by incidents, including but not limited to the following:
- Aging hardware (more than 5 years old)
- Unsupported products or software
- Need to renew, upgrade or secure manufacturer warranty or support agreement
- Inadequate network resources
- Environmental problems involving security, cooling, power
- Inadequate internet speed or connection
- Inadequate backup procedure
The Client understands that failure to act on ImageQuest’s recommendations may create an IT network environment where these target response guidelines cannot be met.
Supported Software and Hardware
ImageQuest’s Help Desk supports numerous commonly used desktop software products, many of which are listed below. The Help Desk fully supports desktops, laptops, thin clients, and printers, and provides more limited support for tablets and smart phones.
Supported Operating Systems
- Microsoft Windows 7 – Mainstream support ends January 14, 2020
- Microsoft Windows 10
- Apple OS X – all current versions
Supported Microsoft Office Versions
- Microsoft Office 2010 with SP2 – Microsoft extended support ends October 13, 2020
- Microsoft Office 2013
- Microsoft Office 2016
Supported Internet Browsers
- Internet Explorer 10 and above
- Mozilla Firefox
- Google Chrome
- Apple Safari
Normal Support Hours
ImageQuest Normal Support hours are Monday through Friday, 7 AM – 7 PM Central Time, excluding published holidays. All work outside ImageQuest’s Normal Support Hours will result in an additional charge unless otherwise noted in the Client’s Agreement.
ImageQuest will provide monitoring all servers, desktop PCs, laptop PCs, and thin clients on the Client’s network (“Covered Devices”). The list of Covered Devices will be updated automatically to reflect any upgrades, replacements, repairs, additions or deletions to the Client’s network. Client’s monthly payment will be adjusted to reflect any such upgrades, replacements, repairs, additions or deletions.
Support on non-covered devices will be a best effort service and may be billable.
ImageQuest will perform monthly maintenance on all Covered Devices, such as reviewing system logs, applying manufacturer recommended updates and evaluating trend reports. ImageQuest will ensure Client receives regular updates to protection services.
ImageQuest understands the importance of the Client’s network environment. ImageQuest will respond to and address all emergency alerts or help desk calls relating to the Covered Devices promptly and based on Client’s selection of Services.
ImageQuest will provide Client with 24 hours, 7 days per week, 365 days per year remote monitoring of all Covered Devices. Coverage includes an alert notification to ImageQuest and evaluation in the event of hardware failure, a change in temperature, memory/capacity problems, communications failure, and security alerts. During Normal Support Hours, ImageQuest will evaluate and correct technical problems involving Covered Devices remotely. If a problem is unable to be resolved remotely, ImageQuest will dispatch a technician to Client’s site. Additional coverage for after-hours support is available from ImageQuest based on Client’s Service selection. If onsite travel is required for a network issue involving Covered Devices during Normal Support Hours, there will be no additional charge to Client.
ImageQuest and Client will jointly determine what Client Data should be backed up. ImageQuest will install a combination hardware and software solution that will include an on-site Network Attached Storage (“NAS”) unit that acts as a local storage device for backup images. Data will be transferred via the Internet to a third-party, secure, data center. All data is fully encrypted during transmit off-site and while stored off-site. All data is stored offsite, in encrypted form, on multiple servers in a highly secure data center facility. All data is encrypted using 256-bit AES and SSL key-based encryption technology. 256-bit AES encrypted data cannot be read without the corresponding keys, so encrypted data cannot be misused. The on-site NAS unit communicates with off-site remote servers using SSL (Secure Socket Layers) technology. The online backup of data is encrypted twice. It is encrypted at all times using the 256-bit AES encryption, and it is encrypted again while it’s being sent over the Internet. Data stored off-site remains encrypted at all times.
The data retention policies can be customized to create multiple recovery points as needed. Off-site backup frequency is continuous by default and may be customized to meet Internet bandwidth limitations. Off-site backup frequency is ultimately dependent on total data size, data changes, and available Internet bandwidth. Client must have a minimum upload bandwidth of 10 Mbps per terabyte of device storage capabilities to ensure timely off-site synchronization. ImageQuest is relieved from all responsibility of maintaining off-site backup if the bandwidth requirement is not met.
The off-site data retention policy is 30 days – or 30 daily restore points. The off-site retention policy can be increased on a case-by-case basis that will include an increase in cost for the Client. ImageQuest retains the right to change the off-site retention policy with two (2) weeks written notice to Client.
ImageQuest will provide Help Desk Support for Covered Devices during Normal Support hours. This work will be provided remotely and, in many cases, a desktop sharing session will be initiated with the end-user to expedite resolution. This desktop support is not designed to provide application training for end users. ImageQuest will always endeavor to resolve IT-related issues but, if the issue is operator training related and not technical in nature, the caller may be redirected to an internal Client resource. Operator training related issues are outside the scope of this support.
Remote Management Tools
ImageQuest will install a remote monitoring and management tool “Agent” on each Covered Device, excluding Thin Clients. ImageQuest will utilize the Agent to deploy Microsoft Windows updates, as available and when appropriate, monitor hardware for service issues and alerts, monitor software versions and packages and facilitate remote support screen sharing sessions.
ImageQuest will install and manage anti-virus software on all Covered Devices, excluding Thin Clients.
Mobile Device Support
ImageQuest will assist end users with basic wireless connectivity for their Covered Devices including iOS tablets and phones, Android tablets and phones, and Windows and Apple computers with the appropriate operating systems. Assistance beyond basic capability (i.e. email setup, printer setup, system troubleshooting, etc.) may be billable at ImageQuest’s standard rates.
Technology Account Management
At no additional cost, ImageQuest will assign a Technology Account Manager to Client. The Technology Account Manager will offer periodic meetings with Client to deliver an overview of Client’s then current network environment, discuss industry trends and new technologies, develop a strategic roadmap, and assist with the preparation of an IT budget consistent with Client’s goals and initiatives. This proactive process will assist Client with understanding network trends, equipment replacement/refresh planning and budget creation. ImageQuest will work with Client to plan for future growth and assist Client with meeting its IT needs.
File Share Administration
ImageQuest will assist Client and end users, as requested, in setting up shared file folders including creating and establishing permissions and share parameters for such shared file folders.
ImageQuest will maintain the Client’s print server(s) and will make certain that all necessary print drivers are deployed and updated on the print server(s). ImageQuest will set up individual print queues on the server upon request. ImageQuest will provide remote printing support, including set up of default printers, network printer deployment, and end-user support with problem print jobs. This printing support is not a hardware break fix program. Client will be responsible for initiating separate printer break fix agreements.
If the Client is selected for a license compliance audit by Microsoft or any other software manufacturer, ImageQuest will work with the Client to comply with the audit. This work will be performed on a time and material basis.
Third Party Liaison
Client utilizes many third-party software products to operate its business. ImageQuest will endeavor to become generally familiar with such third-party software products so that ImageQuest can act as a liaison between the Client and the third-party software vendors. ImageQuest’s primary role as such will be to troubleshoot any performance issues and make certain the situation is not related to any Covered Devices, internet, or bandwidth limitations. If ImageQuest is unable to identify the problem, ImageQuest will direct the end user to contact the third-party software vendor for support. ImageQuest would be happy to participate, if requested, in this call. ImageQuest shall provide the first 30 minutes per incident of such liaison support at no additional charge to Client. Thereafter, this support is billed in 15-minute increments at ImageQuest standard hourly rates. ImageQuest requires that Client maintain an active support agreement with each of its third-party software vendors. ImageQuest will assist the Client and third-party provider in deploying software version updates or patches on a time and material basis. If the maintenance window requires after-hours support, an after-hours charge may be applied. A complete line-of-business software change or migration that requires an IT network upgrade will be handled as a billable project.
If Client is audited by a third-party or asked to provide IT compliance documentation (example: HIPAA, SOX, CISO) for insurance coverage/application purposes, ImageQuest will provide such assistance and services as requested. Unless expressly stipulated in Client Agreement, these services are not covered under standard support, and all related work will be billed at ImageQuest standard hourly rates. Notably, Client is not entitled under any circumstances to request or conduct an audit of ImageQuest’s compliance therewith.
Non-Supported Covered Devices
ImageQuest will notify Client if ImageQuest becomes aware that any Covered Devices are not currently, or are scheduled at a later date to no longer be, supported by the manufacturer, and will recommend appropriate action.
Once any Covered Device is no longer supported by the manufacturer (i.e. Cisco, VMware, etc.), Client understands that ImageQuest will use its reasonable efforts to support such Covered Devices. However, ImageQuest may not be able to, and is not obligated to, support any Covered Device that is no longer supported by the manufacturer. If ImageQuest, in its sole discretion, cannot perform its obligations under the Agreement due to non-supported Covered Devices, ImageQuest may, with 30 days’ notice to Client, cancel all or part the Agreement without penalty.
ImageQuest does not anticipate accessing, collecting, maintaining, using, or processing Client Data. Nonetheless, ImageQuest understands and acknowledges that Client owns all stored “data” created by or supplied by the Client during the term of this Agreement. If at any time, the Client wants to move, transfer or delete its data and any Client licensed applicable software, ImageQuest will facilitate the transition and transfer of the Client data and Client licensed applicable software, unless restricted by law or legal authority. Client acknowledges that any such transition and transfer service requests are outside the scope of the Agreement and that such activities will be provided by ImageQuest as a billable service in accordance with ImageQuest’s then current rates.
The following services are not included in the Agreement:
- Repairs or modifications due to Client actions causing network malfunction;
- Repairs or modifications due to any third-party actions; and
- Repairs or modifications due to natural disasters, rain, fire, water, smoke, lightning, power surges or other physical damage at no fault to ImageQuest.
Client will be billed at ImageQuest standard hourly rates for any of these services.
ImageQuest shall have full access to the Client’s network with Administrator capabilities for the duration of any Service Agreement(s). Client agrees to allow ImageQuest to monitor Client’s traffic and content on the Client’s equipment and network if ImageQuest deems it necessary or advisable.
Client agrees that all Covered Devices and software will be properly licensed to Client and at a version level currently supported by the third-party software vendor, as applicable.
The following key assumptions are identified to provide clarity to Client on what is and is not covered as a part of the Services:
- It is assumed that Client will work with ImageQuest to ensure that the Covered Devices are housed in an appropriate, physically secure environment with adequate power and cooling. Any hardware failure is not protected by this Agreement and should be covered by manufacturers’ service agreements or warranties, as applicable. ImageQuest can assist Client in securing coverage, if available.
- During the on-boarding process, if it is discovered that any Covered Devices have significant remediation needs, ImageQuest will bring these needs to Client’s attention and, with Client’s approval, will perform these remediation steps at ImageQuest’s standard hourly rates or as a special project.
- All hardware additions and refreshes and software upgrades are not a part of this Agreement, but will be addressed on a separate project quotation and handled on a time and material basis.
- All work performed outside of ImageQuest’s Normal Support Hours will be billed at an additional charge based on ImageQuest’s standard hourly rates at the time the services are provided.
- ImageQuest reserves the right to turn off monitoring and alerts on any Covered Devices if the alerts are repetitive in nature and, after appropriate Client communication, when the Client declines to take the necessary remedial steps recommended by ImageQuest.
- The Client understands that to assure compatibility and appropriate resources; Client should consult with ImageQuest before acquiring or changing:
- Internet Service Provider (ISP)
- Phone system
- Adding printers, scanners or multifunction devices to the network
- Upgrading or changing your line of business software
- Buying non-business class laptops, PCs, tablets, mobile devices
- Adding or subtracting users
- Office relocation or construction projects