Cloud Services SLA
Triton Networks Cloud Service Level Agreement
1. Support Services
Triton Networks will provide support to resolve administrative and technical issues relating to the Subscription Services (“Support Service”). Access your Subscription Portal to report an administrative or technical issue. To the extent Triton is unable to resolve your administrative or technical problem, we will escalate it to the cloud services provider for resolution and communicate resolution status to you via the email ID provided during the activation of your Subscription Service. You may incur and agree to pay additional fees (at our applicable rates) for services performed by us due to requests for services other than those Support Services described herein.
MICROSOFT 365 AND AZURE CLOUD SERVICES
SUPPORT SERVICES DESCRIPTION OF SERVICES AND SERVICE LEVEL AGREEMENT
| Services | Description of Services | Professional |
|---|---|---|
| Support Coverage | Maintain 24*7*365 coverage for skilled engineers to provide support for Microsoft 365 under the Professional support scope. | 24*7 |
| Support Mediums | Customers can use the below mediums to submit tickets:
• Dedicated Phone line for support: Customers can call on this number & register their support tickets, live engineers will respond to these calls & will capture required details from the customer regarding their queries & will create a ticket on their behalf. |
Phone, Email, Live Chat & Self Service* |
| Plans Covered | Microsoft 365 license plans purchased by customers from Triton Networks under the direct or indirect CSP programs will be supported under this plan
• All Microsoft 365 Business Plans |
Business, Enterprise, Power Platform & Dynamics365 |
| Response SLA's | Customers will receive first response on their tickets from an assigned engineer with the mentioned time frame based on the type of severity they have submitted the ticket. | Severity A: 15 Mins* Severity B: 30 Mins Severity C: 1 Hour Severity D: 2 Hours |
| Usage Reporting | Customer gets visibility into their current licenses & consumption usage reporting. They can request reports related to the purchased vs consumed quantities. | √ |
| Adding & Removing Seats/Licenses | Customers/partners can request for license addition & reduction from their tenants. | √ |
| Office Application Installation Support | Customers can get installation & break fix support related to desktop applications for M365 (Complete Office suite, Outlook configuration, OneDrive for business sync, SharePoint drive mappings etc.) | √ |
| Basic Administrative Support for Microsoft365 | User account administration Password Related Requests Admin Center Access License Queries |
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| Tier III Escalations to Microsoft | Escalating tickets to Microsoft that cannot be resolved from partner center access & requires Microsoft intervention Service outages Application & Program Bugs Quota allocation or increase Application functionality not working as expected SaaS Infrastructure related incidents etc. |
All Complex Scenarios via Microsoft Premiere Support* |
| Resolution Ownership till Closure | Any tickets that get escalated outside of Triton or Lenovo, will be managed till closure, even if we have to work with Microsoft or another partner to get the final solution for them. | √ |
| Global Support 24*7*365 | Support delivered in English | √ |
| Local Language Support | French, Hebrew from Monday to Friday in Business Hours | √ |
| Global Multilingual Support | Support will be delivered globally in multiple languages, English, French, Hebrew, Spanish, in voice More than 100 languages can be supported in Email, Self Service & Live Chat (Non voice) |
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| Direct End Customer Facing Support | Both Partners & IT Admin of End customers can submit support tickets to get help. * Not including Free and SUB (Student Use Benefit) Licenses | √ |
| Direct End | End Users of the Customer can submit directly support | √ |
| Customer Facing Support | tickets to get help. * Not including Free and SUB (Student Use Benefit) Licenses | √ |
| Centralized Dashboard Access for Microsoft365, Azure & Security Visibility | Customers get access to Cloud Interconnect platform, wherein they get detailed visibility to their Microsoft Tenant M365 Secure Scope M365 Productivity & Adoption Scope Azure Cloud Consumption Advisory Recommendations etc. |
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| *Break fix & Troubleshooting Support | Reactive Support for issues related to M365 where critical queries instructions/guidelines will be provided. | √ |
| Break fix & Troubleshooting Advanced Support | Reactive support for advanced break fix scenarios or services related to M365 as per the expected outcomes. | √ |
| *Microsoft 365 Tenant Queries | Reactive Support for issues related to Microsoft 365 tenant queries where critical queries instructions/guidelines will be provided. | √ |
| Microsoft 365 Tenant Management | Customer can submit support requests related to tenant management including managing teams, managing internal & external access etc. | √ |
| User & License Management | User Onboarding & offboarding License Allocation & Change Requests |
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| Partner Center Related Requests | Managing GDAP Invitation Requests Support Related to Platform, Entitlements etc. |
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| Monthly & Quarterly Executive Summary Reports | Customer Reports including: Secure Score Summary Security Improvement Recommendations |
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| *Level 2 Support for M365 | Advanced troubleshooting & break fix support for incidents or access related cases on the Purchased Services. | √ |
| Advanced Level 2 Support for Microsoft 365 | Advanced troubleshooting & administration scenarios Complex configuration requests |
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| Quarterly Anti-phishing Training for Customer Employees | Security awareness trainings Phishing aware workshops Simulated phishing emails |
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| Implementing Standard Security Configuration (MFA, DLP, Exchange Online Protection, Anti Malware) | As part of each customer onboarding Triton will implement the following configurations in customers environment To ensure they have a secure M365 Tenant Multi Factor Authentication for Admin Users & Regular Users Create retention policies for Email, SharePoint OneDrive,M365/Groups/policies Public Folders Implement social media definitions (allow/disallow list, including video file type) Define inactive and dormant data policies (related to storage management of data) Identify if needed and execute deletion policy when/where appropriate Choose location (department and geographic location) to apply the policies (1 location included in baseline project, can increase to "up to 3" or "up to 10" for an additional fee) Define and implement “trainable classifier” like profanity, threats, etc. (baseline project includes up to 5 instances, by category and service) Establish Records Management admin role/group (define classification, access rules and DR impacts of how records are stored) Creating DLP Policies and confirm them with the client Generate Mail Flow Rules and Policies Create labels and apply to applications that are covered under this service, Define retention policy and implementation based on client defined requirements Set up Filter Policies for Anti-Spam and apply. Define Rules for Anti-Phishing and Anti-Malware and apply. Apply settings to the Global environment and test the system performance Define and validate the quarantine policies for messaging and email Build Blocked Senders list (white and blacklisting, user and domains) Execute global credentialing and customize as needed Define threshold policies based on user metric analysis Identify policy prioritization |
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| Root Cause Analysis for Complex Problems | RCA’s will only be available on demand & will include complete details such as: • Problem Identified • Issues Identified • Root Cause of the Situation • Suggested Action Plan |
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| Third Party Escalations Management | Triton offers to provide a centralized service desk to Lenovo customers, through which we will triage any non-Microsoft related tickets that land on Lenovo's service desk to a predefined escalation point of contact identified during the onboarding process. Triton’s end customers must have a existing support contract with Triton Networks to whom Lenovo will be escalating/triaging tickets on behalf. |
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| Security Management & Reporting | Triton enabled security management features for customer M365 tenant & start generating & tracking the following, Monthly Compliance Score Secure Score Report along with Recommendations |
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| Service Request Management | Apart from Level 1, Level 2 & Level 3 Break fix scenarios, Triton will also provide Service Request Management support to the customers for managing queries which are non-break fix in nature & require a new configuration, access provisioning or application access etc. | √ |