| 1 | Abbreviations and Definitions |
| | Abbreviations |
| | AUP Acceptable Usage Policy
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| | QA Quality Assurance
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| | Definitions |
| | Corporate Document: A document or set of documents used to define the Strategies, Structures, Policies and Processes of 6gl.
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| | Project Document: A document or set of documents used to define the Strategies, Structures, Policies or Processes of a particular Project being performed by 6gl.
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| | Version: A standard of a document approved and issued in a given state.
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| 2 | References |
| | Reference Documents |
| | Acceptable Usage Policy Document.
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| 3 | Overview |
| | Aim |
| | The purpose of this document is to describe the standards and procedures that shall be applied when providing Internet Services to clients of 6gl.
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| | Scope |
| | This document describes what services shall be supported. The level to which support shall be provided. What actions 6gl shall take to ensure these levels are achieved. The time frame in which the support is carried out.
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| | The use of the term SHALL indicates that the requirement is mandatory and any deviation must be formally conceded by 6gl in writing.
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| | The use of the term SHOULD indicates that the requirement is discretionary.
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| | All other statements not embodying the terms SHALL or SHOULD are advisory.
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| 4 | Organisation |
| | Introduction |
| | This section describes in general terms how the staff at 6gl are organised to manage the levels of service described herein.
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| | Roles and Responsibilities |
| | A number of roles shall be undertaken for the provision of service. This is to ensure that all aspects of service provision are addressed and can be responded to.
Technical Director
The Technical Director shall be responsible for the all aspects of service provision included in this document. He shall nominate staff to ensure the levels of service are maintained at all times.
Support Line Co-ordinator
The Support Line Co-ordinator shall be responsible for the logging of general enquiries and requests for assistance. Wherever possible the Support Line Co-ordinator shall address the enquiry and provide assistance. If further technical assistance is required the Support Line Co-ordinator shall inform the Production Manager of the call via internal eMail noting the callers identification. The responsibility for the call will then pass to the Production Manager. The Support Line Co-ordinator shall be responsible for the closing out of all calls handled by the support line.
Production Manager
The Production Manager shall either nominate a member of the production staff to respond to the caller with assistance or respond to the call himself. The Production Manager shall be responsible for ensuring the response to all calls passed to production are logged and closed out.
Operations Supervisor
The Operations Supervisor shall be responsible for the maintenance of the 6gl hardware infrastructure and supporting software to ensure 24hr availability of the Internet facility.
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| 5 | The Services |
| | Introduction |
| | This section provides a list of the Services that shall be supported. This list shall be amended whenever a new Service is provided, removed or amended. Where a service is to be removed or amended all clients using this service shall be given 14 days notice of the change in writing. Appeals against any change are to be sent to 6gl in writing within this period.
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| | Services and Support |
| | Given the open architecture, scale and structure of the Internet 6gl shall not be held liable for failure to provide services where the failure occurs outside of the 6gl domain.
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| | Internet Access to the 6gl Servers
6gl provide a suite of Internet Servers incorporating a system of dual redundancy. 6gl shall use all of its best endeavours to ensure that any person or business attempting to gain access to any site hosted by 6gl shall be able to do so at any time. Unless the person or business does not have privilege to access that site or Planned Maintenance (as herein defined) is in hand.
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| | Dial Up Access
6gl currently support Dial Up connection access at 56K flex and v90 speeds.
Two key problems supported for Dial UP access
Failure to Connect - 6gl will provide support in the identification of a failure and the rectification of this failure if the occurrence is caused by any equipment under 6gl control. 6gl do not accept liability for failure to connect where the fault resides in the configuration of a user system.
Loss of Password - 6gl shall provide support in the reinstatement of lost passwords.
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| | 6gl Hosted Websites
Where a Website has been created and is hosted by 6gl and the client does not have use of the 6gl Virtual Server product, then 6gl shall provide support through the 6gl Request for Change Procedure. This Procedure shall be operated through the Technical Support Line.
Where a Website is supported through a 6gl Virtual Server 6gl shall provide technical support to the uploading of a Website and the provision of space for the website. If any technical support is required for the development of the website then 6gl shall charge a fee for this.
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| | Archive
6gl shall perform incremental back ups daily and a complete back up of its Internet servers each week.
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| | Planned Maintenance
There may be an occasion when maintenance will have to be performed in such a manner as to require all 6gl servers to go off-line. In this rare eventuality the maintenance shall, wherever possible, be planned in advance. All clients shall be given notice in writing prior to the planned maintenance work commencing. The notice period may vary depending on the urgency of the work. However, clients shall be notified as soon as the work is known to be required and a provisional date and time is set. The notification shall also determine an approximate period for which the servers would be off-line.
All planned maintenance work shall be carried out during UK 'quiet hours'.
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| | Acceptable Usage Policy |
| | 6gl shall NOT under any circumstance provide support to a client where it has come to the attention of 6gl that the client is in contravention of the 6gl Acceptable Usage Policy.
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| 6 | Performance |
| | Introduction |
| | This section describes the 6gl approach to ensuring a satisfactory level of internet service performance for clients.
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| 7 | Standards |
| | Connection
Performance of a connection is dependent on the telecomm infrastructure through which the connection is made.
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| | Internet Servers
6gl shall maintain optimisation of its dual redundancy servers through regular monitoring to ensure maximum operational performance.
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| | Software
6gl shall, through standards and procedures, ensure that all software code written in the production of a Website shall maximise the performance of the Website.
All Websites produced by 6gl for a client shall undergo a Production Acceptance Test prior to being installed on a 6gl Internet Server.
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| | Errors or Failures
Any error or failure of access to or function of any part of a website discovered by a client should be reported to the 6gl Technical Support Line as soon as possible for a swift response.
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| 8 | Technical Support |
| | 6gl shall provide a Technical Support Line. The Technical support Line shall be available during UK normal working hours. Outside these hours queries can be made by eMail for a next day response. Any queries made before 16:00 shall be responded to that same day. After this time a response shall be given the next working day either by eMail or telephone.
All technical queries shall be logged, followed up and closed out with the client.
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| | 6gl shall provide a specific eMail address for the purpose of technical queries and assistance.
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