| Ref. |
Support Element |
Typical Availability |
Typical Service Level |
Applicable Credit for SLA Failure |
| A. Network Device Monitoring |
| a1 |
Monitoring and Early Fault Detection (ICMP) |
7x24 |
10 Minutes to Fault Alert Notification |
Pro rated ˝ day credit for each occurrence |
| a2 |
Monitoring and Early Fault Detection (SNMP) |
7x24 |
10 Minutes to Fault Alert Notification |
Pro rated ˝ day credit for each occurrence |
| B. Call and Problem Management (Help Desk) |
| b1 |
Help Desk Response PPS - Direct |
8am-5pm Eastern |
70% Immediate (within 120 minutes) |
Pro rated ˝ day credit for each occurrence |
| b2 |
Help Desk Response PPS - SBD |
8am-5pm Eastern |
100% Same Business Day |
Pro rated ˝ day credit for each occurrence |
| b3 |
Time to Restore Service PPS – Remote Diagnostics and Recovery |
8am-5pm Eastern |
100% Same Business Day |
Not Applicable |
| C. On-Site Support |
| c1 |
On Site Support Request |
8am-5pm Eastern by telephone, 7x24 via email or web API |
2 Hour Response to Acknowledge |
Pro rated ˝ day credit for each occurrence |
| c2 |
On Site Support Arrival – Emergency (failure of main system or 20% of user ports or equivalent) |
7x24 |
Same Day On-Site |
Not Applicable |
| c3 |
On Site Support Arrival - Routine |
Regular Business Hours (Affected Site Time) |
Next Business Day On-Site |
Pro rated ˝ day credit for each occurrence |
| c4 |
Time to Restore Service PPS – Site Visit Required |
Regular Business Hours (Affected Site Time) |
4 Hour MTTR Goal (upon arrival on site) |
Not Applicable |
| D. Depot and Advanced Exchange Hardware Replacement |
| d1 |
Depot Equipment Replacement – Routine |
Regular Business Hours (Affected Site Time) |
Next Business Day |
Pro rated ˝ day credit for each occurrence |
| d2 |
Advanced Exchange Equipment Replacement – Routine |
Regular Business Hours (Affected Site Time) |
Next Business Day |
Pro rated ˝ day credit for each occurrence |
| d3 |
Advanced Exchange Equipment Replacement – Emergency (failure of main system or 20% of user ports) |
7x24 |
Same Day (Best Effort) |
Not Applicable |
| d4 |
Contingent-owned Depot Assets |
7x24 |
See d1-d3 |
See d1-d3 |
| d5 |
Deployed Asset Tracking (Online Portal) |
7x24 |
Real-Time |
Pro rated ˝ day credit for each occurrence |
| d6 |
Freight Restock – Manufacturer to CNS |
Regular Business Hours |
10 Business Days from Reorder Point |
Pro rated ˝ day credit for each occurrence |
| d7 |
Freight Replacement – CNS to Affected Site |
Regular Business Hours (Affected Site Time) |
Next Business Day |
Pro rated ˝ day credit for each occurrence |
| d8 |
Freight Return – Affected Site to CNS |
Regular Business Hours (Affected Site Time) |
2nd Business Day Ground |
Pro rated ˝ day credit for each occurrence |
| d9 |
Freight RMA – CNS to Manufacturer |
Regular Business Hours |
10 Business Days |
Pro rated ˝ day credit for each occurrence |
| d10 |
Proper Disposal (certificates when required) |
Regular Business Hours |
10 Business Days |
Pro rated ˝ day credit for each occurrence |
| E. Software Maintenance and Security Administration |
| e1 |
Operating System Software Revisions/Patch |
Regular Business Hours (Affected Site Time) |
Next Business Day |
Pro rated ˝ day credit for each occurrence |
| e2 |
Event Log Monitoring |
7x24 |
1 Hour Response to Acknowledge |
Pro rated ˝ day credit for each occurrence |
| e3 |
Drive Space Monitoring |
7x24 |
1 Hour Response to Acknowledge |
Pro rated ˝ day credit for each occurrence |
| e4 |
Log File Maintenance |
7x24 |
1 Hour Response to Acknowledge |
Pro rated ˝ day credit for each occurrence |
| e5 |
Back-up Monitoring, Hosting and Administration |
7x24 |
100% Same Business Day |
Pro rated ˝ day credit for each occurrence |
| e6 |
User Account Administration |
Regular Business Hours (Affected Site Time) |
4 Hour MTTR Goal |
Not Applicable |
| e7 |
Security Administration |
7x24 |
1 Hour Response to Acknowledge |
Pro rated ˝ day credit for each occurrence |
| e8 |
Anti-Virus/Anti-Spam Software Hosting and Administration |
7x24 |
100% Same Business Day |
Pro rated ˝ day credit for each occurrence |
| e9 |
System Software Configuration |
Regular Business Hours (Affected Site Time) |
Next Business Day |
Pro rated ˝ day credit for each occurrence |
| e10 |
SSL Scanner Hosting and Administration |
Regular Business Hours (Affected Site Time) |
Next Business Day |
Pro rated ˝ day credit for each occurrence |
| F. Manufacturer's Technical Assistance |
| f1 |
Access to Manufacturer’s Technical Assistance |
Regular Business Hours (Affected Site Time) |
Same Day |
Pro rated ˝ day credit for each occurrence |
| f2 |
Access to Manufacturer’s Technical Assistance Online |
7x24 |
Same Day |
Pro rated ˝ day credit for each occurrence |
| f3 |
Operating System Upgrades |
Regular Business Hours (Affected Site Time) |
Next Business Day |
Pro rated ˝ day credit for each occurrence |
| G. Network and Telecommunications |
| g1 |
Circuit Provisioning and Installation |
60 days from order |
Same Day |
Pro rated ˝ day credit for each occurrence |
| g2 |
Network Availability |
99% |
Same Day |
Pro rated ˝ day credit for each occurrence |
| g3 |
Bandwidth |
Best Effort |
None |
None |
In the EverWorX Managed Services Matrix below, you will find an extensive list of EverWorX services available from Contingent. We have categorized them and furnished typical availabilities and service levels for each. Through the EverWorX program, a Client can create a customized package of these services to fit their exact needs. Whether the Client needs extended warranty service on existing equipment, a managed wide area network, specialized help desk services, enhanced network security, desktop management, remote back-up services or any combination the perfect mix can be created and delivered complete with a service level guarantee.