Managed Support Services
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More Group leverages over 15 years of investments, resources, vendor relationships
and experience to provide high quality technology services to our customers
in the most cost effective manner possible. Based on our experience and customer
feedback, we have developed Support Packages to provide the value and environment
efficiency that our customers are looking for.
Three Support Packages
We work to customize our Support Packages to meet the service and budgetary
requirements of our customers.
• Express Support Package
• Standard Support Package
• Premium Support Package
1.1. HealthCheck
The HealthCheck is a proven, methodology-based approach to effectively
analyze and assess the overall health of a previously deployed solution. The HealthCheck provides an in-depth analysis of the
backup/recovery environment, identifying key issues and steps needed for remediation.
Key components of a HealthCheck include:
• Architecture / Design Review
• Server Infrastructure Review
• Server Configuration Review
• Server Throughput Review
• Library Configuration Review
• Client Configuration Review
• Client Throughput Review
• Automated Task Review (Scheduling)
• Disaster Recovery Review
• Documentation & Documentation Review (detailed findings and remediation
recommendations)
Note: Remediation recommendations will be executed through Supplemental Support
hours.
1.2. TSM/CommVault Checkup
The TSM/CommVault Checkup is intended to proactively review and identify issues
that relate to the operation and/or functionality of the TSM/CommVault infrastructure.
This review is performed remotely (WebEx, remote login or VPN) and intended
to identify and resolve issues before they can negatively impact the TSM/CommVault
infrastructure. The TSM/CommVault Checkup conducts a review of the major components
of the TSM/CommVault infrastructure, while focusing on an identified component
or area of concern. Similar to the assessment, the Checkup is a proven, methodology-based
approach to effectively review the performance and functionality of the backup/recovery
infrastructure with a concentrated focus. The specific areas of a Checkup
include:
• Server Infrastructure Review
• Server Configuration Review
• Library Configuration Review
• Automated Task Review (Scheduling)
• Disaster Recovery Review
• Identified Areas of Concern (i.e. library sizing, server requirements,
etc.)
• Documentation (findings relevant to identified areas of concern)
Note: Remediation recommendations will be executed through Supplemental Support
hours.
1.3. More Group First Call Phone Support
To better support customers, More Group First Call Phone support is provided to assist
with basic troubleshooting and identification of operational and functional
issues that relate to their existing storage and backup/recovery environment.
More Group will escalate and attempt to provide a resolution to the issue
and provide appropriate advice on best-practices for administrative and operational
issues. More Group's phone support provides Customer with the ability to leverage
More Group as their single point of contact for support calls. Our team of
certified hardware and software engineers provides an added level of support
on the products we sell and implement. In an effort to eliminate "finger pointing"
between vendors, the More Group support team will:
• Take first call technical support calls
• Open a More Group Support Ticket (a ticket will be opened when a first
call support issue takes 15 minutes or more to resolve)
• Open and track vendor issued tickets
• Problem identification to narrow the issues down to one piece of equipment
or software
• Obtain necessary vendor product information and open up a trouble
ticket with the vendor
• Escalate the issue to second level support with appropriate vendor/manufacturer,
when necessary
• Track the issue and see it through to resolution
More Group's First Call Phone Support is designed to assist Customers in isolating
their technical issues and expediting support calls with the appropriate hardware
or software vendor. The goal is to minimize down time and maximize the time
spent on problem resolution. More Group's First Call Phone Support is not
intended for design validation, upgrades, migrations, new implementations
or production cutover. Consulting on best-practices regarding project-based
services can not be properly accomplished via phone support. Below are examples
of issues that are and are not covered under First Call Phone Support. Examples
(covered under First Call Phone Support):
• Customer wants to know the benefits of TSM version 5.3 over TSM version
5.0
• Customer is experiencing client backup failures within the CommCell
• Customer wants to know product expiration date, contract number, or
vendor contact information/contract account access.
Examples (not covered under First Call Phone Support):
• Customer wants procedures to upgrade from TSM version 5.0 to TSM version
5.3
• Customer wants to migrate from CommVault environment to a TSM environment
• Customer wants support for products under vendor contract that have
not been renewed through More Group.
If the support issue can not be resolved by our First Call Support Staff,
Customer may request that More Group provide additional support services.
If additional support services are provided, they will be provided on an hourly
basis as defined in "Support Hours (Remediation, Support Escalation and Emergency
Services)."
For security purposes, Customer will designate a list of authorized callers
that have the ability to leverage More Group's support center for making support
requests and creating a support ticket. It is Customer's responsibility to
notify More Group should this contact list change.
1.4. Supplemental Support (Remediation, Support Escalation &
Emergency Services)
Support Hours, in the form of block hours, is a part of this support contract
to provide Customer with the additional time necessary to implement required
remediation services that result from the assessment and checkups performed.
Remaining supplemental hours can be utilized for remote ad-hoc or emergency
services as they relate to the backup/recovery infrastructure. Once remote
support is requested or determined, More Group's highly-skilled engineers
will provide best effort to help identify and resolve both functional and
performance issues as they relate to infrastructure. After reasonable efforts,
if More Group cannot identify or resolve the issue(s) remotely, More Group
and the Customer will determine if onsite support is required. Based on availability,
More Group will deploy a fully qualified engineer to provide further support
onsite.
All Support Hours services performed, regardless of scheduled or non-scheduled;
onsite or remote, will be provided on an hourly basis as identified below.
For onsite services, a minimum of 8 hours will be deducted for each day onsite.
Support Hours services are deducted in ˝ hour increments based upon the following
schedule.
| Time | Draw-Down | Note |
| Normal Business Hours (8am - 6pm) | 1 Hr. per hour of support | If onsite support is required, 4-hour minimum is deducted |
| Weekday After Hours (6pm - 8am) | 1.5 Hrs. per hour of support | If onsite support is required, 4-hour minimum is deducted |
| Weekends and Holidays | 2 Hrs. per hour of support | If onsite support is required, 4-hour minimum is deducted |
More Group Holidays are as follows.
New Years Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Thanksgiving Day, Day After Thanksgiving, Christmas Eve, Christmas Day.
Support Hours services are specific to the backup/recovery infrastructure defined in Section 3.1. Support Hours services are not intended for consulting services for design, installation/implementation, upgrades, migrations or deployment of storage infrastructure related products and services. If the Customer requires project-based services, they can be requested as part of a professional services engagement.
1.5. Vendor Maintenance Management
Vendor Maintenance Support is provided at no additional cost to customers that purchase or renew products through More Group. If Customer currently utilizes More Group as their vendor for various IT related products, More Group will bundle the support services defined herein to be coterminous with their product renewal contracts.
More Group focuses on establishing contract dates for multiple contracts from various vendors, coterminous. More Group will also leverage strong, vendor partnerships to consolidate multiple contracts from a single vendor into one manageable contract. More Group's procurement department will assist Customer by reviewing existing accounts, preparing budgetary quotes and obtaining discount pricing at time of renewal.
1.6. LiveFire™ DR TSM/CommVault
LiveFire™ DR provides the ability to test and audit the disaster recovery plan to help ensure that recovery requirements for crucial business systems are met in the event of a disaster. This program will simulate the recovery of Customer's backup and recovery solution at More Group's test and recovery labs. The More Group lab accommodates up to four people. LiveFire™ DR addresses key concerns by:
• Simulating a recovery of the backup/recovery environment
• Validating the DR plan
• Providing critical documentation and reports on the DR process and LiveFire™ test results
• Ensuring that before a DR test is performed or a disaster is declared, the procedure has been tested and audited to recover the backup/recovery environment
