Reactive I.T. Service
1. Service Description
The Reactive IT Service is designed to provide prompt assistance and support for any issues or incidents that may arise with the customer's IT infrastructure, systems, and devices. Unlike proactive services, the Reactive IT Service is entirely initiated and driven by Customer and requires a support ticket to be raised whenever assistance is needed.
The service includes unlimited access to the Galtec Service Desk however does not include time to plan and deploy changes which are billed and deducted from pre-purchased Change Control time.
2. Service Features
2.1 Unlimited Service Desk Access: As part of the Reactive IT Service, the customer enjoys unrestricted access to the Galtec Service Desk. Our team of skilled and experienced IT engineers will be readily available to respond to any technical inquiries, concerns, or incidents raised by the customer through the designated ticketing system within the response SLA detailed within the Statement of Services.
2.2 Tooling for Device Connectivity: To ensure seamless and efficient support, our Service Desk rely on remote access tooling to securely connect to every supported device listed within the Statement of Services. This tooling is a prerequisite for providing timely and effective assistance and must be in place on any supported device for the SLA to apply.
2.3 Daily Backup Monitoring: To make best endeavours for a stable backup service, the Service Desk will monitor the success and failure of daily backups and resolve issues when identified. Customer will be notified of any issues which cannot be resolved before the next backup commences.
2.4 Access to Strategy Guidance: Customer has unrestricted access to a team of experienced senior architects. These experts provide valuable strategic technical and business guidance to the organisation. The customer can tap into the architect’s wealth of knowledge to plan detailed strategies that align IT initiatives with business goals, paving the way for optimised operations and enhanced productivity with a spread cost over time. The benefit ensures that the customer can make informed decisions, proactively adapt to technological advancements, and stay ahead of the competition without incurring additional consultation costs for strategic planning.
2.5 Service Desk Tools: ConnectWise Manage will be used by Galtec for the logging of incidents, change management and project management as part of the service. Incidents reported to the Service Desk are logged and regularly updated within ConnectWise Manage by the assigned Service Desk engineer(s) from initially being opened through to being marked as complete. These updates are shared via email to the reporting user or can also be used for reference by another member of the Service Desk team when the reporting user requests an update with progress of the incident being investigated. ConnectWise Manage can also utilised by IT staff at Customer (where applicable) to allow for direct visibility of Customer incidents. In addition to incident visibility and tracking, this will allow the IT staff of Customer to log incidents directly within ConnectWise Manage (where applicable).
2.6 Third Party Escalations: Where practical, Galtec will take responsibility and ownership of resolving faults with third party service providers. These external vendors are not affiliated with Galtec and have commercial and service relationships in place directly with Customer. It may be a requirement for the third party to be notified of Galtec’s relationship with Customer and approval may be required before Galtec can escalate cases on your behalf. Galtec are unfortunately unable to take responsibility for any delays caused by this. In some cases, it may be suitable for Galtec to lead the full engagement with the third party provider where the issue is of a technical nature (for example, if Single Sign On to an application has failed). In other scenarios, Galtec may require the assistance of Customer’s internal application champion to lead the engagement, with Galtec supporting from a technical standpoint (for example, if a Sage application has an issue launching, Galtec engineers will work with users and Sage support to ensure the application dependencies are met from a platform perspective). This scenario may be a necessity if intricate knowledge of how the application is used day to day is required. Where this is required, Galtec engineers will work closely with Customer to clearly define what is needed.
2.7 Minor Changes: The service includes unlimited Minor Changes, which are categorised as low complexity, low risk of downtime and under 1 hour to complete. If a change request doesn’t meet those criteria, Change Management Time will be required to complete the requested change. The classification of changes in an IT Managed Service is at Galtec’s discretion and our team will advise in each scenario the determined classification. Further details on Change Management Time can be found here.
2.8 Joiners, Movers and Leavers (JML): Galtec will take full ownership and operational responsibility for Joiners, Movers and Leavers (JML) processes which have been defined in line with ISO27001 security standard compliance. Galtec Service Managers define and implement the procedures during service start and oversee JML procedures to ensure compliance. Any modifications to JML procedures require approval in writing from an Authoriser once implemented to ensure changes are carefully reviewed for consistency and security.
3. Customer Responsibilities
3.1 Ticket Initiation: Under the Reactive IT Service, it is the customer's responsibility to raise support tickets for any IT-related issues they encounter. Tickets can be initiated via phone, email or our designated ticketing system, providing essential details about the problem or incident.
3.2 P1 Incidents: All Priority 1 incidents (defined as a full site down or all users affected) must be raised by telephone for SLAs to apply.
4. Exclusions
4.1 Proactive Monitoring and Remediation: Please note that the Reactive IT Service does not include proactive monitoring Customer's IT infrastructure or systems. Our team will not actively monitor the environment for potential issues or act to take preventive measures before an issue occurs. If proactive monitoring and remediation are required, the Proactive I.T. Service will be a better fit which includes engineer labour costs and NCentral licences to introduce automation to support system health.
4.2 Scheduled Maintenance: Any scheduled maintenance activities or updates are not covered under the Reactive IT Service. However, customers will be notified in advance about any planned maintenance that may temporarily affect their IT services as part of Galtec’s commitment to upgrading service tools.
5. Service Availability
The Reactive IT Service will be available as listed in the Statement of Services. Response times for support tickets will adhere to the SLA commitments for this service listed in the same document.
6. Service Limitations
While our team is committed to providing efficient and timely support, please be aware of the following limitations:
6.1 Third-Party Devices and Software: Support for devices and software not explicitly supported by the Galtec Service Desk may be limited or unavailable under the Reactive IT Service. Customers are encouraged to inquire about the compatibility of their IT assets with our services.
6.2 Service Desk Communication: Communication with our Service Desk is limited to technical support requests and related inquiries. For non-technical matters or general inquiries, customers should contact their designated account manager.
6.3 Hardware Support: Hardware support will be provided on a labour only basis. We will only provide hardware support without charge if the hardware is listed within the Customer Devices field within a Statement of Services and where the hardware is covered by a current vendor parts warranty.
6.4 On Site Warranty Fix: On site hardware repair may be charged at the rates listed within the Charge Matrix of Appendix 3 in the Statement of Services. Unlimited on-site days are not available for hardware repair. Galtec will make reasonable efforts to repair hardware which is outside of manufacturer’s warranty and reserve the right to deem a piece of hardware beyond economic repair. In such a case we will recommend a suitable replacement.
6.5 Changes: The service only includes unlimited access to the Service Desk to resolve issues and carry out Minor Changes. In a scenario where a Major Change is required to the system this is dealt with using a separate agreement for a bank of time purchased against an SLA with the specific purpose of managing Change carefully in your environment. The following classifications apply:
Minor Changes are included in the service. A minor change is categorised as low technical complexity, under 1 hour to complete or low risk of downtime.
Major Changes are excluded from the service and require the purchase of additional Change Time purchased up front on an SLA to manage change carefully. A Major Change is categorised as high technical complexity, over 1 hour to complete or has a high risk of downtime.
Classification of changes is at Galtec’s discretion. Further information on Change Time can be found here.