Device Lifecycle Managed Service Agreement
Summary:
Galtec Solutions offers a comprehensive Device Lifecycle Managed Service to the Customer. The service includes end-to-end management of devices, from deployment to disposal, along with support, stock management, and data wipe and refurbishment services.
A dedicated Service Delivery Manager will be assigned to ensure smooth service delivery and maintain a strong relationship with the Customer.
Galtec leverages Microsoft partnership benefits to escalate critical incidents for expedited resolutions to build related issues.
The Customer will provide necessary infrastructure and licensing, while Galtec offers unlimited Service Desk support for speedy device imaging.
The agreement covers device tracking, stock replenishment, and the disposal of devices at the end of their lifecycle. All devices and equipment in Galtec's possession will be maintained in good condition, insured, and identified as belonging to the Customer.
Data security and compliance are upheld during the entire service.
Service Deliverables:
Service Desk Support: Galtec provides unlimited Service Desk support for troubleshooting and deploying activities at Galtec's build site, and any queries from users during first logon to device.
Escalation of Incidents: Galtec has Microsoft partner status benefits, which will be used to escalate critical incidents for faster resolutions for any deployment related issues affecting turnaround time (for example Intune service down).
Privileged Identity Management Access: Customer will (where necessary) enable named Galtec engineers with Privileged Identity Management access for any build related services.
Hardware Asset Management: Galtec engineers will update the Hardware Asset Management portal with device information and status.
Stock Management: Galtec stores and audits device stock quantities listed in the Deliverables of the Statement of Services.
Asset Tagging: Where instructed, Galtec will affix an Asset Tag to all units, adhering to Customer Standards for Asset Tag placement.
Device Quality Assurance: Galtec engineers will carry out a Quality Check of the device to ensure the device is operating within usable working parameters before re-shipping to new users.
Device Imaging: Galtec deploys approved images to devices and ships to requested users as per the Service Levels defined in Appendix 2 and ensures they are checked and logged.
Logistics Management: Galtec will manage and cover all costs for devices being shipped from the Galtec warehouse to Customer’s site or user residential location. Where applicable, all devices will be shipped with a First Logon Guide.
Disposal Services: End-of-life devices will be disposed of securely by trusted partner Eden Repair Centre and Hardware Asset Management Tool updated.
Monthly Collections: The repair centre carries out monthly collections for disposal from Galtec where device quantities warrant collection.
Baseline Image Patching: Galtec ship all devices with the latest available patches after up to 30 days of release prior to date of shipping.
Forecasted Resource Allocation: Galtec resources are aligned based on Customer forecasts. If the specified number of devices listed in the Statement of Services is exceeded, SLA does not apply to the excess and additional costs apply, detailed in the Charge Matrix in Appendix 3.
Additional Device Types: Galtec tests and approves new device models for BAU use. Costs for this process can be found in the Charge Matrix in Appendix 3 of the Statement of Services and are exclusive of the retainer fees.
Service Exclusions:
Design changes to the baseline image and software requirements are not included.
Unused device images from previous months will not be carried over.
The cost or management of the shipment of devices back to the Galtec build site.
Device Responsibility:
Galtec assumes full responsibility for the devices while in its possession, including insurance and identification.
Device Disposal:
End-of-life devices will be disposed of responsibly by trusted partner Eden Repair Centre.