Support Definitions and SLAs
Support for Modern Workplace (Office 365/Microsoft 365)

Insight’s support role is to provide the following activities related to Office 365 and Microsoft 365:

  • Troubleshoot and provide technical guidance for customer issues and escalations to Microsoft when necessary.
  • Gather and validate information related to specific service requests.
  • Provide issue coordination and resolution management.
  • Maintain communication with the customer administrator to help ensure that issues are addressed on an ongoing basis.

Insight maintains a Premier Support Agreement with Microsoft and will escalate Office 365 issues through our support tiers as necessary. Resolution times are dependent on Microsoft for Office 365 incidents and outages. Insight adheres to Office 365 support escalations with Microsoft’s severity levels. Severity levels are assigned to a case when it is opened, based on an assessment of the issue type and customer impact.

Technical Support Initial Targeted Response Times

The following outlines the call management process used:

  1. Insight’s Service Desk shall receive an incoming request via the toll-free number, self-serve support tool or email and log the information into the ticketing system.
  2. Customer shall be directed, as appropriate, to a technical specialist who will coordinate Customer request, problem determination, attempt resolution, perform root cause analysis, track calls to closure.
  3. Insight support representative will assign a priority level to each reported request or problem based upon information provided by Customer (reference table below).
  4. Incident information will be updated in the Insight ticketing system and available on-line via customer portal.
Incident Management: Service Levels
Impact Level Description SLA Targets
1 – Widespread Outage A complete interruption of service for an entire enterprise.

 

 Response: 15 min
Resolution: dependent on Microsoft
SLA Clock 24/7
2 – Widespread Degradation Degraded performance, loss of redundancy or intermittent interruptions for an entire enterprise. Response: 30 min
Resolution: dependent on Microsoft
SLA Clock 24/7
3 – Localized Outage A complete interruption of service for a large group of users or department Response: 2 hrs
Resolution: dependent on Microsoft
SLA Clock 24/7
4 – Localized Degradation Degraded performance, loss of redundancy or intermittent interruptions for a large group of users or department Response: 2 hrs
Resolution: dependent on Microsoft
SLA Clock 24/7
5 – Isolated Outage A complete interruption of service for a single user or small team. Response: 2 hrs
Resolution: dependent on Microsoft
SLA Clock: 7am-7pm (M-F)
6 – Isolated Degradation Degraded performance, loss of redundancy or intermittent interruptions for a single user or small team. Response: 2 hrs
Resolution: dependent on Microsoft
SLA Clock: 7am-7pm (M-F)

 

Service & Work Requests
Request Type Description Priority Examples SLA Targets Target
Compliance
Service
Request		 User Requests, Provisioning and Maintenance High High Priority
HW/SW Deploys,
User Provisioning,		 First Response: 2 hrs
Resolution:  as needed
SLA Clock: 7am-7pm (M-F)		 95%
Change or Add of new Feature/Function Low HW/SW Deploys,
User Provisioning,		 as needed

Insight Packaged CSP Offers for Modern Workplace

Insight is proud to offer Clients three enhanced Packaged Offerings. The above Technical Support Initial Response Times apply to your CSP Agreement in addition to the below features per the selected Packaged Offer as stated on your Client Facing Agreement. *Unless otherwise stated, if there is no defined Packaged Offer on Client Facing Agreement, Client falls under Essentials.

Essentials* Advanced Premier
  • Named Admin 24X7 Support
  • Essentials features PLUS:
  • Named Admin AND End User 24X7 Support
  • Advanced features PLUS:
  • Multilingual Support (English, French, German, Spanish)

Insight Support for Azure

Insight maintains a Premier Support Agreement with Microsoft and will escalate Azure issues through their support tiers as necessary. Resolution times are dependent on Microsoft for Azure incidents and outages. Insight adheres to Azure support escalations with Microsoft’s severity levels. Severity levels are assigned to a case when it is opened, based on an assessment of the issue type and customer impact.

Technical Support Initial Targeted Response Times
The following outlines the call management process used:

  1. Insight’s Service Desk shall receive an incoming request via the toll-free number or support web site and log the information into the ticketing system.
  2. Customer shall be directed, as appropriate, to a technical specialist who will coordinate Customer request, problem determination, attempt resolution, perform root cause analysis, track calls to closure.
  3. Insight support representative will assign a priority level to each reported request or problem based upon information provided by Customer (reference table below).
  4. Incident information will be updated in the Insight ticketing system and available on-line via customer portal.
Incident Management :  Service Levels
Impact Level Description SLA Targets
Severity A Critical business impact Response: 1 hrs
Resolution: dependent on Microsoft
24/7
Severity B Moderate business impact Response: 4 hrs
Resolution: dependent on Microsoft
Insight Business Hours,
8 a.m. – 5 p.m. CST, M–F, excluding recognized Insight holidays
Severity C Minimal business impact Response: 8 hrs
Resolution: dependent on Microsoft
Insight Business Hours,
8 a.m. – 5 p.m. CST, M–F, excluding recognized Insight holidays

Support Scope

Included:

  • Break/Fix for Office 365, Microsoft 365, and Azure Issues
  • How-To for Office 365, Microsoft 365, and Azure Administration
  • Office 365 ProPlus Issues on Supported Desktop OS (Windows 7 and newer)
    • Licensing
    • Inoperable features
  • Migration Support (if included with License purchased from Insight)
  • Billing Support

Per-Case Basis:

  • Break/Fix for On-Premises Hybrid Servers
    • Active Directory
    • Exchange
    • Skype – Configured with Hybrid
  • How-To for On-Premises Hybrid Servers
  • Configuration Changes for Office 365 and Azure
  • Provide change management support for policy or configuration changes within the supported Microsoft Office 365 Cloud-based services.

Not Included:

  • Break/Fix for On-Premises Only Servers
  • Break/Fix for On-Premises Networking/ Bandwidth
  • Configuration Changes for On-Premises Only Servers
    • On-premise deployed applications such as MS Exchange, SharePoint, or Skype for Business
  • Non-Microsoft Cloud Services (SAP, Salesforce, Dropbox, etc.)
    • Includes in-house Applications or 3rd Party Applications
  • Day-to-day Admin (Add, Remove, Change Users, Licenses, etc.) unless Client is under 500 seats.
  • Migration Support (if NOT included with License purchased from Insight).
  • Support for Non-Global Administrators in the Office 365 Tenant
  • Designing SharePoint sites
  • End User training
  • Large and complex change requests (will be deemed project work; scoped and invoiced separately)
  • On-Premises customized reporting
  • Non-automated patch management
  • Operating system version upgrades
  • Insight will provide support only for Microsoft Office 365 and Microsoft 365 applications that have already been deployed and End Users that have already been migrated to these applications. Support for large-scale migrations/deployments is deemed out of scope.

Support Contacts

Insight's telephone number and e-mail address in connection with customer support provided under this Exhibit are as follows:

  • By Phone (Australia): +61 2 8978 2142
  • By Phone (New Zealand): +64 4831 0276
  • By Phone (Singapore): +65 3159 1141
  • By Phone (Hong Kong): +852 2972 8238