IT-Service
1 Overview Service-Modules
Our IT service forms the basis for our support and managed services. The following components are covered by our IT Service.
- Service Operation Center
- Support & Advisory
- Microsoft Cloud Support
- 3rd Party Support
- Custom Application Support
The following sections outline the content and benefits of the components.
2 Service Operation Center
The GKGAB Service Operation Center is the single point of contact for the customer. Reported incidents and requests will be registered in the glueckkanja-gab ticket system. Via a web interface, the customer can access his tickets at any time and view their status.
2.1 Benefits
- Access to the standby Service Operation Team
- Ticket system incl. web interface for ticket status and review
- Remote Support tools
- Reporting and escalation path
2.2 Cooperation and Prerequisites
To ensure effective processing of requests,
- the glueckkanja-gab Service Operation Team requires a detailed and qualified issue description and information regarding the affected systems,
- a qualified contact person, who actively takes care of the incident (1st-level administrator with basic knowledge and administrative permissions for the affected systems).
2.3 Remote support tools
The glueckkanja-gab Service Operation Team offers different tools for the remote-support.
- Microsoft Teams
- TeamViewer
The customer needs to support at least one of those support tools and must provide a Windows Desktop with all necessary administrative permissions, which are shared by the ticket owner of the customer.
3 Support & Advisory
Our Service Operation Team is available to the customer for queries and minor consultations. With a high level of competence, our colleagues help the customer from the very first contact, and should it be necessary, our colleagues can fall back on specialized engineers or consultants.
3.1 Benefits
- Incident Management
- Problem Management
- Change Management
- Advisory during system operations
Consulting and change requests that exceed an expected processing time of 4 hours will be transferred to our consulting services as a change request. Our service delivery team takes care of the transfer of all submitted information.
3.2 Included contingent
Our IT service already includes 24 hours of Support & Advisory contingent (per year). These can be used for all requests listed under "Benefits".
3.3 On-Demand contingent
To extend the included hours, additional on-demand contingents can be booked in advance. With the help of these contingents, the need for support and advisory can be better planned on both sides.\ The hours booked via On-Demand Contingent are valid for 1 year, if they are not used up, they can be carried over to the next year and attached to the new On-Demand Contingent as a reserve. These reserve hours will be used up after the On-Demand contingent valid for the new year has been used up. Reserve hours are not carried over again into a new year.\ The available contingent packages can be requested from the responsible contact person.\ Booked contingent packages can be adjusted with each IT service contract renewal.
3.4 On-Demand hours
When the included hours (IT Service and On-Demand contingent) are used up, all requests can be handled automatically via on-demand hours. Due to capacity planning, it is not possible to guarantee the availability of experts for additional hours.
4 Microsoft Cloud Support
The Service Operation Team consists of qualified and certified engineers who can support the customer with several topics from the Microsoft world. In this section, we will discuss the Microsoft products supported by our reactive Service Operation Team.
4.1 Benefits
- Standby of Experts for Microsoft Systems
- Escalation channel to the Microsoft Support Services
4.2 Supported Systems and Applications
Our engineers can assist the customer regarding the following topics listed below.
| Systems | Versions |
|---|---|
Microsoft 365
Due to the constantly growing and changing scope of Microsoft 365, not all products can be supported to the same extent. |
Microsoft applications which are in the phase of mainstream support, according to the Microsoft support lifecycle policy (OnPrem systems) Microsoft systems that are part of the modern lifecycle policy (Microsoft365, Office365, Enterprise Mobility + Security or Azure) |
Microsoft Azure
Due to the constantly growing and changing scope of Microsoft Azure, not all products can be supported to the same extent. |
Microsoft applications which are in the phase of mainstream support, according to the Microsoft support lifecycle policy (OnPrem systems) Microsoft systems that are part of the modern lifecycle policy (Microsoft365, Office365, Enterprise Mobility + Security or Azure) |
On-premises products
|
Microsoft applications which are in the phase of mainstream support, according to the Microsoft support lifecycle policy (OnPrem systems) Microsoft systems that are part of the modern lifecycle policy (Microsoft365, Office365, Enterprise Mobility + Security or Azure) |
4.3 Escalation to Microsoft
Incidents that need the attention of Microsoft, can be escalated to the Microsoft Support Services.\ glueckkanja-gab has special contracts with Microsoft which result in preferred support especially with problems regarding cloud technologies like Microsoft 365 and Azure.
The following typical response times for Microsoft Support Services can be offered:
- typical response times for Cloud-Escalation-Tickets
- Microsoft incident category A: 1 hour
- Microsoft incident category B: 2 hours
- Microsoft incident category C: 4 hours
- typical response times for On-premises-Escalation-Tickets
- Microsoft incident category A: 2 hours
- Microsoft incident category B: 4 hours
- Microsoft incident category C: 8 hours
To provide the services of this section we depend on Microsoft. Microsoft can change the service offering or terms on short notice. Thereby our offerings and terms will change as well. Any changes will be made known to you as soon as possible through an update of this IT-Service description.
Opening an On-premises-Escalation ticket with the Microsoft Support Services will be charged 450 € per hour. Microsoft on-premises incidents do not use on-demand contingency or on-demand hours.
5 3rd Party Support
The Service Operation Team consists of qualified and certified engineers who can support the customer with various topics from 3rd Party vendors. In this section, we will discuss the 3rd Party vendors supported by our reactive Service Operation Team.
5.1 Supported Systems and Applications
Our engineers can assist the customer regarding the following topics listed below.
| Vendors | Systems | Versions |
|---|---|---|
| AudioCodes | Systems for Microsoft Teams and Skype for Business
|
Systems whose software is not older than 5 years and supported by the manufacturer. |
For the following systems and applications, the Service Operation Team can help in case of simple requests and in cooperation with the support team of the corresponding manufacturer without a warranted response time (if necessary, there must be a valid support contract with the manufacturer or distributor).
| Manufacturer | Systems |
|---|---|
| Microsoft |
|
| Prinitx | Secure Cloud Print Management |
| Various | Microsoft certified 3rd-Party Teams and Skype for Business Devices |
6 Custom Application Support
glueckkanja-gab offers the following activities for custom solution developments that have been developed in a project with glueckkanja-gab.
Change management is handled as described in section 3 Support & Advisory.\ Minor changes are usually made for the tasks described. Larger changes can also be served but passed on as a small project within the framework of change management.
| Type | Tasks | Versions |
|---|---|---|
| ASP.NET Core Backend API |
|
Current .NET Version by end of project up to end of support date by Microsoft |
| React.js Frontend Application |
|
Current major React.js version by end of the project |
| Azure AD B2C |
|
Not older than 6 months since the project was concluded |
7 IT-Service Exclusions
The following section notes some exclusions to the scope of IT service. In the case of additional Managed Services, these exclusions may be waived within the scope and extent of the respective Managed Service.
7.1 Organizational Exclusions
- glueckkanja-gab will not provide named or dedicated persons to the customer
- glueckkanja-gab employees will not perform services on customer premises
Employees of glueckkanja-gab, providing service for the customer within this IT-Service are not
bound in any kind to directives of the customer. They are not included in any way in the organization of the customer.
7.2 Service Scope Exclusion
- Employees of glueckkanja-gab, working based on this agreement do not get access to the IT system, service, or data of the customer per default or proactively.
- The customer confirms that based on this IT-Service, no administrative account for IT systems will be generated for glueckkanja-gab or employees of glueckkanja-gab.
- glueckkanja-gab does not store, transmit or process personal data (in terms of Article 4 Paragraph 1 GDPR) on behalf of the customer within this agreement.