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Service Description: Cisco Healthcare Remote Management Services
This document describes the following Cisco Healthcare
Remote Management Services (RMS) for all Healthcare
Configurations:
•
Assisted Management Service for Healthcare (see
section 4.0)
1.0
Management
Connectivity
establishes
bi-directional
communication between the Customer Premises and the Cisco
Video Network Operations Center (VNOC) for Management
Data to be securely and consistently transmitted between
Managed Components and the VNOC.
This Service Description is designed to provide a baseline
understanding of and set expectations about the activities and
deliverables that make up the Service. Please read this
document carefully as it contains important information
regarding the Services you have purchased from us.
•
•
Direct Sale from Cisco. If you have purchased these
Services directly from Cisco, this document is incorporated into
your Master Services Agreement (MSA), Advanced Services
Agreement (ASA), or equivalent services agreement executed
between you and Cisco. In the event of a conflict between this
Service Description and your MSA or equivalent services
agreement, this Service Description shall govern.
•
Sale via Cisco Authorized Reseller. If you have purchased
these Services through a Cisco Authorized Reseller, this
document is for informational purposes only; it is not a contract
between you and Cisco. The contract, if any, governing the
provision of this Service is the one between you and your
Cisco Authorized Reseller. Your Cisco Authorized Reseller
should provide this document to you, or you can obtain a copy
of this and other Cisco service descriptions at
www.Cisco.com/go/servicedescriptions/.
Cisco Healthcare Remote Management Services are intended
to supplement a current support agreement for Cisco products,
and only available where all Managed Components in a
Customer’s network are supported through a minimum of core
services such as Cisco’s SMARTnet and Software Application
Services as applicable.
Cisco shall provide the Cisco
Healthcare Remote Management Services described below as
selected and detailed on the Purchase Order for which Cisco
has been paid the appropriate fee.
Cisco shall provide a Quote for Services (“Quote”) setting out
the extent of the Services and duration that Cisco shall provide
such Services. Cisco shall receive a Purchase Order that
references the Quote agreed between the parties and that,
additionally, acknowledges and agrees to the terms contained
therein.
Cisco only provides support for Managed
Components, unless specifically noted.
For any device,
component or solution element not specifically designated as a
Managed Component, Cisco shall have no responsibilities
whatsoever.
Management Connectivity
•
•
•
•
1.1
Management Connectivity requires access to specific
ports and protocols; such requirements will be
reviewed with Customer during the Transition
Management process.
Customer can either choose VPN or dedicated circuit
depending on their needs for management
connectivity. Charges for connectivity when provided
by Cisco would depend on the option selected.
Dedicated Management Connectivity for United
States based Customer data centers will be provided
either by Cisco or client. In case Cisco provides it
there would be fixed yearly subscription charge for
that connectivity (depends on the number of endpoints). Connectivity for data centers outside the US
will be priced separately and will be based on
engagement.
A dedicated or VPN based circuit between Cisco
Point of Presence (POP) and the Customerdesignated handoff is required. The handoff will be at
the Customer data center or other supported Network
termination point.
The size of the connection between the Cisco POP
and Customer handoff will depend on the type of
Service and number of Managed Components.
Redundant and/or additional circuits are an available
option, but fees to cover any additional circuits are to
be paid by the Customer.
This service includes a Cisco-provided Termination
Device located on the Customer Premises.
Termination Device
Cisco will ship a termination device for installation at the
Customer data center. The termination device terminates the
Management Connection. The termination device is a
Managed Component supplied by Cisco and resides at the
Customer Premises.
The termination device must have
Network access to Managed Components.
Unless otherwise agreed upon, title to all termination devices
shall remain in Cisco possession. Customer must return the
Termination Device to Cisco immediately upon expiration or
termination of Services
Controlled Doc. #EDM-105523305 Ver: 2.0Last Modified:8/9/2012 1:15 PM
HealthPresence_Remote_Management_Service.doc
CISCO CONFIDENTIAL
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Cisco, or its subcontractors, shall be allowed access to the
Customer Premises (location occupied by Customer or
Customer’s end user) to the extent reasonably determined by
Cisco for the inspection or emergency maintenance of Ciscosupplied Termination Device. Failure to allow timely access
may invalidate Cisco SLAs (Service Level Agreements) and
SLOs (Service Level Objectives) and delay restoration of
Services.
2.2
Service Activation Kit (SAK)
Reviewing the SAK components and key information is critical
for Transition Management. It is the Customer’s responsibility
to fill out all relevant data fields in the SAK, which include all
necessary Network details and Managed Component details
that are required for activating Services.
2.3
2.0
Transition Management
Transition Management is a phased process approach in
which Cisco prepares Customer infrastructure for the
Management Services. The Customer must place an order
with Cisco and attach Cisco Service Description to initiate the
Transition Management process. The Transition Management
process concludes at the negotiated Customer Acceptance
Date of monitoring provided by Services. That is, once
Monitoring Services begin, Transition Management is
considered closed.
2.1
The Project Coordinator will provide the Customer with an
Operations Manual which describes the operational support
provided and provides the Customer with a detailed job aide to
be used as a guide once the transition phase ends and
services begin.
This Operations Manual will include:
Kickoff Meeting
Cisco will assign a Project Coordinator to act as a single point
of contact during the Transition Management phase. Within 30
days from receipt of a valid Purchase Order, the Project
Coordinator will contact the Customer to schedule the kickoff
meeting. The kickoff meeting is typically accomplished via a
conference call with the executed contract detail and may
include a Cisco partner. The kickoff meeting will indicate the
initiation of the kickoff phase. The kickoff phase, as well as all
remaining phases within Transition Management, is typically
facilitated by the Project Coordinator in collaboration with Cisco
Engineers assigned to the Customer account.
This Transition Management phase includes the following
activities:
Operations Manual
•
How to contact Cisco for assistance
•
Service escalation guidelines
•
Change and release management policies
•
Standard notification procedures
•
Overall support guidelines `
2.4
Customer Acceptance
Cisco will work with the Customer to validate that Transition
Management phase is complete.
Once an agreed Customer acceptance date has been received
and agreed by Cisco, the service transitions from Transition
Management to Service Delivery phase. All exceptions to the
Service Delivery phase must be documented within the
Transition Management material.
3.0
•
Coordinating, scheduling, and executing the kickoff
meeting
•
Configuration and shipping of the management circuit
•
Reviewing roles and responsibilities of Cisco
personnel, Customer contacts, and Partner contacts
(if applicable)
•
Provide an Operations Manual
•
Reviewing Services purchased, as indicated on the
Purchase Order
•
Aligning Cisco and Customer on all major activities,
risks and milestones during the Transition
Management phase
•
Portal training
•
Reviewing and completing the Service Activation Kit
(SAK)
•
Completion of the Network Information Sheet
(required for ordering management connectivity)
Incident Management
The Incident Management process monitors and manages
specific components 24x365, using the Management
Application Platform to raise awareness of specific events that
have the potential to cause adverse impact to business
operations.
The Service:
•
•
Detects alarms and raises Incident tickets based on
monitoring profiles of managed components
Reactively responds to Customer initiated incidents
•
Captures Incident and correlation data, enriches the
data with relevant device information (where
appropriate) and creates an Incident ticket
•
Sends automated e-notification(s) as defined in the
SAK to:
o Customer contacts
o Partner contacts (if desired)
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•
3.1
rd
Contact 3 parties via Phone in the event Customer
has provided necessary service contract information
rd
related to 3 party.
Cisco Healthcare Remote Management Services
•
3.1.1
With Remote Management Services, Cisco provides
perpetual device monitoring and polling and Incident
Management and resolution using ITIL methodology
along with Service Level Objectives to resolve all
Incidents
Managed Components
Healthcare RMS:
covered
under
Cisco
Full details and product list for Managed Components
can be found in the Monitoring Details:
Cisco
Healthcare
RMS,
located
at
http://www.cisco.com/en/US/products/ps6192/serv_da
tasheets_list.html,
hereby incorporated into, and
made part of, this Service Description by this
reference. For devices deployed outside firewall and
covered under Healthcare solution only reactive
support to verify the devices is working properly would
be available.
The following categories of components are covered
under Cisco Healthcare RMS:
•
•
Managed Components within Cisco’s Unified
Communication system on the Customer’s Network
that supports the Cisco Healthcare solution.
Managed Components in the Cisco Healthcare
solution:
The specific technical parameters and levels used to trigger
Incidents, peripheral managed, and other management details
vary between devices covered. Please see Monitoring Details,
Cisco Healthcare (Cisco Healthcare) RMS located at
http://www.cisco.com/en/US/products/ps6192/serv_datasheets
_list.html, hereby incorporated into, and made part of, this
Service Description by this reference.
_list.html, hereby incorporated into, and made part of, this
Service Description by this reference.
The Cisco Video Network Operation Center (VNOC)
troubleshoots Cisco Healthcare solution supported video endpoint calls and other impacting issues that affect the video call
setup and quality of the Video service. If an Incident is isolated
to a Cisco Healthcare Managed Component, Cisco manages
the Incident to resolution and notifies the appropriate Customer
contact of the status. This monitoring does not include room –
based environmental factors such as room temperature, room
power, room wiring, room lightning, and room HVAC.
4.1
Cisco Healthcare Remote Monitoring Service
The VNOC monitors, in real-time, key Cisco Healthcare
solution supported video end-point components.
Please note that individual system’s component management
will vary from system to system, based on internal architecture
and instrumentation. Please consult Monitoring Details, Cisco
Healthcare(Cisco
Healthcare)
RMS
located
at
http://www.cisco.com/en/US/services/ps6192/CHP_MonDetails
_public.pdf, hereby incorporated into, and made part of, this
Service Description by this reference.
Non-Cisco or third party peripheral is not covered unless
specified explicitly that their support and level of coverage is
mentioned
in
http://www.cisco.com/en/US/services/ps6192/CHP_MonDetails
_public.pdf.
Cisco RMS intends to bring newly released devices under
RMS management as soon as possible, however, some delays
may occur from time to time, due to device complexity or other
factors outside of our control.
4.2
Cisco Healthcare Service Desk
The Cisco Healthcare Service Desk offers the
following services:
•
24x7x365 Access
•
4.0
Assisted Management. (Service Level)
•
Under the Assisted Management service level offering within
Cisco Healthcare Remote Management Services, Cisco will
provide the following support:
Cisco Healthcare Remote Management Services includes the
monitoring and management of the Cisco Healthcare Video
end -points to support your ability to make Video calls across
Cisco Healthcare infrastructure. This Service includes the
management of the Cisco Healthcare components as
described in the Managed Components list and Monitoring
Details,
Cisco
Healthcare
RMS
located
at
http://www.cisco.com/en/US/products/ps6192/serv_datasheets
•
Representatives are available 24x7x365 for video
conferencing Pods without a Cisco IP Phone by
dialing a provided support phone number
Immediate escalation of issues requiring
engineering support
Incident reporting [inbound/outbound]
•
Cisco notifies the Customer designated
contact(s) when Incidents are detected or
reported which may impact the quality of the
Cisco Healthcare Video end-point user
experience.
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•
Remote call set up assistance
Representatives assist Customers with stepby-step scheduling instructions and escalate
any scheduling problems that cannot be
resolved remotely to the on-site Healthcare
Pods contact, as designated by the Customer.
•
The Customer is notified that the Incident has been resolved
and provided the opportunity to verify that services have been
restored satisfactorily. Following Incident resolution and
Customer notification, the Incident shall be closed by Cisco or
Customer. Reports regarding Incident Management are
available on the Management Portal.
4.5
•
Incident reporting [inbound/outbound]
•
Cisco notifies the Customer designated
contact when Incidents are detected or
reported that may impact scheduled calls or
the quality of the Cisco Healthcare solution
end-point user experience.
Translation Support
The Service is delivered in the English language. For
Subscribers who require support in another language other
than English, Cisco may provide telephone translation support.
When a Subscriber calls Cisco, the Cisco Engineer determines
the language spoken and conferences the translator into the
call. This translation support applies only to Service Desk.
4.6
•
Inbound and outbound Incident Reporting
•
4.3
Notification of incidents that may impact
scheduled calls or their quality
Incident Notification
The Incident Notification process informs the Customer that an
Incident has been recorded. Incident Notification occurs once a
ticket (Service Request) has resulted in incident isolation,
whether automatically or manually.
Cisco utilizes these
communication mediums to notify Customers:
•
Electronic mail (default)
•
Management portal
Cisco provides an on-line Portal for the Customer or Partner to
submit and review Tickets, Ticket metrics, and to review
reports for their Managed Components. Portal access and
reports are available 24x7x365.
During the initial setup phase, Customers receive portal
accounts for authorized employees to access the Portal.
Instructions for navigating the Portal can be found in the User
Help Guide, accessible from the portal.
Information available from the Management Portal:
•
Cisco’s primary means for incident notification is electronic
mail.
4.4
Incident Escalation & Closure
Incidents are escalated according to a defined process. At any
point in the Incident Management process, the Customer may
request escalation via Cisco duty manager to address
concerns about the processing of the Incident. In the event an
rd
incident is identified as related to a 3 party, Customer will
rd
contact 3 party directly to address the issue unless otherwise
specified by Cisco. In certain instances, based on the type of
rd
3 party device included in the Cisco HealthPresence
rd
deployment, Cisco will contact 3 party on behalf of Customer
to open service request if Customer provides contract
rd
information to Cisco. For any issue related to 3 party device,
Cisco will assist with logs and other relevant information where
applicable during resolution of the issue
For further details, refer to Severity and Escalation Guidelines
at http://www.Cisco.com/go/servicedescriptions.
Management Portal
4.7
Ticket information (as available)
o
Ticket identification number
o
Ticket opened date and time
o
Ticket description
o
Cause of Incident
o
Ticket status/details
o
Site(s) affected
Reports
The Service shall provide Cisco Healthcare solution specific
reports that can be downloaded from the Management Portal.
These periodic, auto-generated reports provide detailed
information on call details and device inventory for covered
devices.
For full details of report metrics and sample reports, please see
Report guide
for Cisco Healthcare RMS, located at
http://www.cisco.com/en/US/services/ps6192/CHC_Report_Gu
ide.pdf, hereby incorporated into, and made part of, this
Service Description by this reference.
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4.8
Service Level Objectives (SLO)
Severity 1 –MTTR: 4 hours
NOTE: Restoration of service for an Incident on a Managed
Component, as defined for the purpose of measuring MTTR, is
achieved when the Managed Component is capable, either by
permanent fix or work-around, to perform its essential
functions.
Severity 2 – MTTR: 12 hours
4.10
Severity 3 – MTTR: 72 hours
Reactive Problem Management describes the Problem
Management processes that primarily support Incident
Management. These processes are initiated in the VNOC
when an Incident cannot be matched to a Known Error, or
when multiple similar incidents have been recorded based
upon a predefined set of critical alarms. Incidents are deemed
similar when they involve the same device or manifest the
same service disruption.
A Problem is declared for the
purpose of tracking the activities that lead to identifying a root
cause (if known) and a resolution to the Incident’s underlying
error. The process concludes when a Known Error, including
its root cause (if known) and resolution, has been identified
and recorded in the Known Error database. The Known Error
will then be used to resolve and close all associated open and
future Incidents.
Mean Time to Restore (MTTR), the time it takes to restore
service after an incident, varies by Severity. Issues would be
resolved at the best effort basis. In general:
Severity 4 – MTTR: 120 hours
Severity 1 – MTTR 4 HOURS
Critical HealthPresence system components (audio and/or
video) are unavailable across multiple locations (e.g. outage
preventing any facilitation of Healthcare calls). Customer
commits necessary resources 24x7 to resolve the issue
Severity 2 - MTTR 12 HOURS
Critical HealthPresence system components (audio and/or
video) are unavailable or the experience is severely degraded
across multiple locations end-points or a single end-point (e.g.
plasma flickering or poor audio quality of doctor / patient video
end-point, unable to collect data via Cisco HealthPresence
appliance). Customer commits full-time resources during
normal business hours to resolve the issue
Severity 3 - MTTR 72 HOURS
Non-critical HealthPresence system components (peripherals)
are unavailable or the experience is severely degraded across
multiple located end-points or a single end-point (e.g. laptop
cable non-functional). Customer commits resources during the
normal business hours to restore service to satisfactory levels
Severity 4 - MTTR 120 HOURS
Non-production/business impacting performance and/or device
alarms are observe. Customer commits resources during the
normal business hours to provide information or assistance as
requested.
4.9
Provider infrastructure or services, Cisco provides no specific
MTTR Service targets.
Dispatch
The VNOC dispatches vendors as needed and appropriate
within proper guidelines, as described by the Operations
Manual. As vendors are dispatched, the Ticket is updated with
information related to the dispatch. These updates can be
viewed on the Management Portal.
For any Incident requiring a dispatch (RMA of hardware or
Carrier), Cisco uses all reasonable efforts to restore service as
quickly as possible. Cisco personnel work with the dispatched
technicians or engineers as well as designated Customer onsite contacts to drive an issue to resolution. Regardless of
severity, Cisco provides no specific Mean Time to Repair
(MTTR) target, as this depends heavily on underpinning
contracts with the dispatched party. For failures of Service
Reactive Problem Management
In the case where multiple similar incidents have been
recorded that do map to a Known Error, a deeper level of
analysis will be performed to identify true root cause and
update the Known Error database.
Reactive problem management is performed in response to
incident management findings only. Cisco will isolate,
determine root cause, and present findings to users and/or
providers for both managed and non-managed devices, and
will provide both incident and problem remediation if feasible
and deemed necessary for managed devices.
Reactive problem management has two major sub-processes:
Problem Control Process and Error Control Process.
4.10.1
Problem Control Process
The primary output of the Problem Control Process is the
identification of a root cause for the Problem. The process
steps start with analyzing available data, identifying and
recording Problems, and classifying Problems according to
impact, urgency, and status.
The rest of Problem control involves troubleshooting and
diagnosing Problems to identify root causes and potential
work-rounds.
4.10.2
Error Control Process
Error control takes over Problem control when a root cause of
a problem has been identified. First, a Known Error is identified
and recorded based on the root cause of the Problem.
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Next, the Error is assessed to determine potential resolutions,
which can include both temporary workarounds as well as
permanent fixes. If a permanent fix is possible and costjustifiable, a recommendation will be made to the Customer to
correct the error by initiating a change via Change
Management.
The final step and major output of Error Control is to document
the resolutions in the Known Error Database so that the
remediation procedure can be used by Incident Management
for future issues.
4.11
Change Management
Change Management is the process of applying standardized
methods and procedures for authorizing, documenting, and
performing all standard changes (Cisco-recommended
changes initiated in response to incidents and problems
only).The objective of Change management is to make
necessary changes in an efficient and accountable manner.
The purpose of Change Management is to ensure that
changes to Managed Components are evaluated, coordinated,
and communicated to all impacted parties to minimize negative
impacts of the Change to Management Services. Change
management does not cover any updates required related to
Cisco Healthcare software component.
Non-Cisco recommended changes such as MACD can be
addressed via custom quotation and separate charge.
The following table delineates a Cisco recommended change
versus one that requires custom quotation:
Cisco Recommended Changes
Changes Required To:
Resulting in:
Resolve an Incident
Logical or physical
change
Respond to a critical vulnerability
Logical change
Apply a signature update to a
security Managed Component
Logical change
Address a problem
Logical or physical
change
Customer Requested Changes
Changes Required to:
Category
Change
description
Add, Delete or Change
physical component on
existing Managed Component
Change
Physical
Change
Physically move Managed
Component
Move
Physical Move
Add Managed Components
Add
Physical add
Addition of new functionality
Add
Logical add
Remove Managed
Components
Delete
Physical delete
4.11.1
Changes Required to Resolve an Incident or
Problem
The VNOC may need to make changes to Managed
Components to resolve Incidents or Problems. These changes
are usually logical changes to Managed Component
configurations
for
troubleshooting
and
implementing
workarounds. (Example: modifying QOS Policy on Call
Manager, Routers and Switches to match Carrier / Wan
specifications) Changes required to resolve Incidents are
implemented as needed by the VNOC in accordance with the
End User’s Change Management policy
4.12
Standard Changes
A Standard Change is a Cisco recommended change that is
often a result of Incident Management and Problem
Management processes or a Cisco Field Notice. A Cisco
Engineer will submit a Standard Change Request to start the
Change Management process. Standard Changes are
included in Management Services. Incidents will result in the
creation of a Ticket which will initiate Change Management
when Cisco deems it is required to resolve the Incident.
A ticket will be created to track the resolution of a Problem.
Cisco changes initiated as a result of the Problem
Management process will also be documented as a Known
Error and added to the Knowledge Base for future use.
Standard Changes do not include software upgrades except
minor release upgrades that might be required for proper
functioning of Healthcare solution.
RMS team will work in conjunction with Healthcare Business
Unit support team to perform those Minor upgrades required
for proper functioning of Healthcare solution.
4.13
Time to Change
Cisco assesses Change Requests to determine level of
complexity and the amount of time required to complete the
change. All Change requests are scheduled events and are
dependent on coordination with Customer schedule. Cisco
Service Level Objectives (SLO) for executing approved
Changes is as follows:
Cisco estimated time
perform change request
to
Time to completion from
receipt of change request
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< 4 Hours
5 business days
> 4 hours
Scheduled service
4.14
Coordinating and Planning
Cisco provides an application on the Management Portal for
submitting Standard Change Requests to Cisco. Approved
changes will be coordinated, planned and monitored via the
Management Portal. This will allow coordination of activities to
determine how to schedule activities to minimize negative
impact.
Once a Standard Change has been released and the
configuration data has been updated, the Change will be
evaluated to determine the level of success in meeting the
goals of the Change. This evaluation is used to improve
Change Management for future Changes. The Engineer will
confirm that all relevant stakeholders, including the Customer,
have been notified that the Change is complete. Once
evaluation and notification have been completed, the Change
is closed.
4.15
Customer or any other parties for the interruption of Service,
missed SLOs, or for any other loss, cost, or damage that result
from the improper use or maintenance of the Termination
Device.
Unless otherwise agreed upon, title to all Termination Devices
shall remain in possession of Cisco Systems, Inc. Cisco
expects that, at the time of removal, the Termination Device
shall be in the same condition as when installed, with the
expectation of normal wear and tear. Customer shall reimburse
Cisco for the depreciated costs of any Termination Device that
is deemed beyond normal wear and tear.
Cisco, or its subcontractors, shall be allowed access to the
Customer Premises (location occupied by Customer or
Customer’s end user) to the extent reasonably determined by
Cisco for the inspection or emergency maintenance of Cisco1
supplied Termination Device.
4.17.2
The Customer shall provide the following with respect to the
installation of the Termination Device:
•
Provide appropriate secure rack-mount location for
the Termination Device with suitable environmental
conditions for computer operation.
•
Install the Termination Device and
connectivity per Cisco-supplied guidelines.
•
Provide communications facilities and services
including internet and Network configuration.
Communication facilities and services must be
maintained for the duration of the Service term.
•
Provide a resource to support the installation of the
Termination Device. These activities include:
Configuration Management
Cisco shall maintain an inventory of the Managed
Components.
This inventory detail includes certain
configuration data applied to each Managed Component
deemed necessary.
4.16
Install Termination Device
Carrier Management
Carrier management activities are an important but very
unpredictable task performed within the Service. Carrier
management includes activities such as coordination of
outages with the Customers’ circuit provider, Customer
notification of carrier status and update of tickets for accurate
record keeping. Cisco will take efficient and expeditious steps
to bring a circuit back into service while informing the
Customer during the entire process. Cisco is not responsible
for Service Level Objectives (SLOs) resulting from a carrier
related incident or outage.
Network
•
Racking the device
•
Connection to Network
•
Power connection to uninterruptible power
system (UPS) or other facility with continuous
uninterrupted power
•
Power-up
4. Customer Responsibilities for all Service Levels
4.17
Management Connectivity
4.17.1
Termination Device
The Customer will use reasonable efforts to provide and
maintain the Termination Device in good working order. The
Customer shall not, nor permit others to, rearrange,
disconnect, remove, attempt to repair, or otherwise tamper with
the Termination Device. Should this occur without first
receiving written consent from Cisco, the Customer will be
responsible for reimbursing Cisco for the cost to repair any
damage thereby caused to the Customer Premise Equipment.
Under any circumstances, Cisco will not be held liable to the
Provide suitable commercial power, and an UPS or other
acceptable power back-up facilities providing a minimum of
1kVA dedicated for the Termination Device.
Provide mutual agreement of date concerning completion of
Transition Management activities.
1
Failure to allow timely access may invalidate SLOs and
delay restoration of Managed Services.
Page 8 of 12
4.18
Portal Training
The Customer shall provide training coordination support
including identifying trainees and trainee contact information.
4.19
Transition Management
To enable Cisco to provide Services for Managed Components,
Cisco requires the Customer to:
•
Assign a project manager to represent the Customer
during the Transition Management phase.
•
Assign a technical lead to assist Cisco with
establishing the Network access required for remote
management.
•
Project manager and technical lead attend Customer
Project Kickoff meeting and training sessions.
4.20
Provide Read and Write management access to Managed
Components as defined by SAK. Provide Read management
access for components that are monitored only. Access must
be implemented in a timely manner in accordance to the SAK.
This includes SNMP, SYSLOG, and other defined protocols as
necessary to support Services.
4.22
The Customer must provide support contracts, letters of
agency and all other end Customer documentation and
authorization required to facilitate incident resolution.
Customer is required to maintain hardware maintenance
and/or software maintenance as may be applicable on all
System components identified in Purchase Order for the
duration of the contract.
4.23
Service Activation Kit
Complete the SAK which provides the key information critical
to success for Transition Management and includes:
Incident Resolution
Onsite Assistance Requirements
The following list captures the high-level onsite assistance
required by Cisco to successfully deliver TelePresence
Remote Management Services.
•
Customer representative contact name
•
Physical location of the site(s) to be managed
4.23.1
Cisco
Healthcare
Coordinators
•
Physical device location and naming scheme
Responsibilities include:
•
Management IP addresses and system detail, SNMP
community strings
•
Remote and password access
•
Management system User names and contact detail
•
Definition of Customer-specific support
including:
o Points of contact and profile data
o Notification policy
o Escalation policy
o Dispatch policy
Managed Component support contract information
(e.g., Cisco Essential Operate Service, etc.)
•
Network Information Sheet
Customer or Coordinator is responsible for
moving new or replacement equipment from
the Customer Shipping and Receiving area to
the Cisco Healthcare Pod. Cisco Field
Engineers are not authorized to physically
move Plasmas or other equipment from
loading dock.
•
Provide Cisco “Hands & Eyes” assistance
with
Healthcare
Pods
troubleshooting activities. At the direction of
the Cisco support team, the activities include
but may not be limited to the following:
Complete tasks defined in the SAK (such as the Ports and
Protocols document) to enable management access to
managed systems which may include setting up SNMP, traps,
and system logs.
Provide as-built documentation including detailed design,
Network implementation plan(s), site survey(s), and bill of
materials. Data and documentation will be obtained from Cisco
Partner as necessary to facilitate Transition Management.
4.21
Service Connectivity and Network Access
Cisco Remote Management Services are delivered using a
collection of protocols and ports. The Customer must allow the
collection of data for Managed Components.
Pod
•
policies
•
Video-Endpoint
•
•
Place test calls to verify quality
Verify site/room power
Verify cabling
Verify communication to Cisco
HealthPresence
appliance
connected to Telemetry devices.
Act as the point of contact for Cisco support
team to address room presentation and/or
environmental issues reported to Cisco
Perform
Room
Presentation
Audits.
Activities include but may not be limited to the
following:
Making room tidy and presentable,
no rubbish in bins
Page 9 of 12
•
Cleaning carpet, chairs, tables and
equipment
Ensuring all lights are working,
none flickering and all ceiling tiles
are in place
Ensuring
operability
of
air
conditioning / heating
Maintaining information sheets
(including support details) in rooms
Provide site access for Cisco support staff
NOTE: Cisco requires room contact that can facilitate
entry and escort Cisco staff in the event of a hardware
replacement.
4.23.2
Data Center / Wiring Closet “Hands & Eyes”
Contact
Responsibilities include:
•
Provide Cisco “Hands & Eyes” assistance for
Cisco Healthcare equipment residing in the
Data Center or Wiring Closet.
•
Provide Data Center / Wiring Closet access
for Cisco staff in support of hardware
replacement activities. (Note: Inside wiring
issues
are
considered
Customer
responsibility)
4.24
•
Back-up applications and operating systems. The
Customer is responsible for ensuring the backups run
successfully.
•
Perform back-up on devices not running Cisco
Catalyst OS or Cisco IOS. The Customer is
responsible for ensuring the backups run successfully.
4.25
Non-Managed Components
The Customer is responsible for monitoring and managing the
Non-Managed Components and applications.
4.26
Communication and Change Management
Cisco has a co-management approach to Managed Services,
allowing the Customer and other Customer-approved vendors
to retain full read and write access to their Managed
Components. Because multiple parties can make changes to
the environment, Cisco requires that anyone with access to the
Customer’s environment follow a consistent and documented
Change Management process. This process is reviewed and
agreed upon prior to completion of the Transition Management
phase.
The Customer will:
•
Provide Cisco with changed data with respect to the
Customer and Managed Components, as needed, via
the Management Portal.
•
Provide timely delivery of information required for
configuration of Managed Components notification
procedures.
•
Submit maintenance window and other scheduled
maintenance activity via the Management Portal, by
telephone or email. Cisco requires 72 hours advanced
notification. Cisco will suppress Incident tickets during
the scheduled maintenance period.
•
Maintain sole responsibility for informing Cisco of
Customer employee status changes to help ensure
that Cisco maintains current Customer contact list.
•
Provide and maintain a list of Customer employees
authorized to request changes.
•
Provide and maintain an escalation path within the
Customer’s employee base.
•
Provide Cisco product training for end-users.
Managed Components
The Customer will:
•
Ensure that all Managed Components are in good
working order prior to completion of Transition
Management.
This means that Managed
Components are fully configured, deployed and
functioning properly prior to the commencement of
Cisco remote management and/or monitoring
services. Good working order status will be verified by
Cisco during the management readiness assessment
process and using availability and performance
reports during Transition Management. Required
remediation steps will be provided to Customer by
Cisco. Customer is responsible for all activities
required to bring Managed Components up to good
working order, including but not limited to system
administration, configuration changes, scripting, and
MAC (moves, ads and changes).
•
Approve all Change Requests prior to Cisco taking
change action
•
Provide physical
Components.
•
Contact Cisco to report Incidents via telephone or
other means in accordance with policies established
•
Allow Cisco to retain and publish aggregate statistics
and metrics for non-identifiable trending analysis.
security
of
the
Managed
5.0
Services Not Covered
This Service Description should be read in conjunction with the
List of Services Not Covered document posted at
http://www.Cisco.com/legal/Services_Not_Covered.pdf, which
is hereby incorporated into, and made part of, this Service
Description by this reference.
Page 10 of 12
APPENDIX A
Glossary of Terms
Glossary of Terms should be read in conjunction with this Service Description. Capitalized terms not defined herein have the meanings
assigned to them in the Glossary of Terms.
2-Tier Essential and Essential Onsite means
Service and Support purchased through distribution. These
services are required for Cisco Healthcare Endpoints, Cisco
Healthcare Manager, Cisco Healthcare Multipoint Switch,
Cisco Healthcare Recording Server and Cisco Unified
Communications Manager and are a pre-requisite for Remote
Management Services for TelePresence.
Attendant A licensed medical professional who
meets with patients, takes their vitals information, and then
joins the conference with a provider/doctor.
Cisco Healthcare Provider Appliance Allows the
Provider to evaluate data supplied from the Attendant station,
where the patient is located.
Configuration Management means the process to
create and maintain an inventory of the Managed Components.
Advanced
Event
Correlation
(device-level,
component-level, time-based) means the act of combining
disparate data sources to obtain root cause.
Critical Peripherals means any number of peripheral
devices that may be used in a TelePresence environment to
share information during a call. Such peripherals may include,
but are not limited to, projectors, document cameras and
auxiliary plasma displays.
Backup Management means the process and
actions needed to backup and restore Cisco IOS router and
switches. May include backup policies outlining retention
policies, ad-hoc configuration backups and restores as well as
standard backup reports.
Customer means the entity purchasing Services for
its own internal use either directly or through an Authorized
Channel.
Browser A user interface on a computer that allows
you to access files and applications. (An example is Internet
Explorer.)
Carrier means a provider of data transport services.
Change Management means the process used by
the Cisco to receive, authorize, execute, and communicate
changes to Managed Components.
Change Request means any request for service
made by the Customer or Partner, who Customer has granted
the authority to act on its behalf, in electronic format (submitted
via the Management Portal).
Cisco means Cisco Systems, Inc., a California
corporation having its principal place of business at 170 West
Tasman Drive, San Jose, California 95134.
Cisco Field Notice means an electronic notification
about product related issues.
Cisco Healthcare Solution The system that
combines audio, video, telemetry, computer networking, and a
graphical user interface to enable physicians to offer services
to patients in locations throughout the world.
Cisco Healthcare Attendant Appliance Connects to
all of the medical devices, and allows the Attendant to initiate
conferences and to share data with the Provider.
Customer Acceptance means a mutual agreement
with Cisco to acknowledge completion of the Transition
Management phase.
Customer Notification means a communication to
inform the Customer that an Incident has been recorded.
Customer Premises means the physical Customer
location where the Managed Components reside.
Customer Relationship Manager (CRM) means the
Cisco named resource responsible for providing higher level
customer satisfaction tasks as defined in the Enhanced and
Comprehensive service levels
E-notification means the act of sending notification
of Incidents and the status of Tickets electronically.
Essential and Essential Onsite means Cisco
service and support provided through Cisco Operate Services.
Customers have a choice of 8x5x Next Business Day (NBD),
8x5xNBD onsite, 8x5x4 hour onsite support or 24x7x4hour
onsite support. Please check with your local Service Account
Manager for availability of 8x5x4 onsite and 24x7x4hour
support. Service and Support are required for Cisco Healthcare
Endpoints and other monitored components under Cisco
Healthcare deployment and are a pre-requisite for Remote
Management Services for Cisco Healthcare.
Healthcare PODs There are two pods involved in a
Healthcare medical consultation: a patient pod and a provider
pod.
The pod includes a video end-point, Cisco
HealthPresence appliance and an array of medical peripherals
connected to Cisco HealthPresence appliance.
Cisco Remote Management Services
Page 11 of 12
Incident means any event that is not part of the
standard operation of a service and that causes or may cause
an interruption to, or reduction in, the quality of that service.
Incident Management means the process to detect
an incident, notify the Customer about the incident and resolve
the incident.
Incident Resolution means the process to restore
services on Managed Components.
Known Error means Incidents with a defined root
cause and resolution.
Letter of Agency means a letter which authorizes
Cisco to act as the Customer's agent for purposes of ordering,
facilitating, tracking and/or providing services with Carriers,
maintenance contract providers, and other general-service
providers.
Network Component means a device or link that
makes up part of a Network.
Non-Managed Component means any element for
which management services is not provided by Cisco.
Normal Service Operation means service operation
within Cisco service levels as defined in Section 4 Service
Level Management.
Partner means the third party contracted by
Customer to act as its technical point of contact with respect to
the Service and/or Product.
Patch means a small fix to a problem using a piece of
software code.
Point of Presence means a carrier aggregation point
for access to carrier-provided Internet and wide area Network
services.
MACD means move, add, change or delete.
Managed Component means an element for which
remote IT-infrastructure management services are provided by
Cisco.
Management Application Platform is suite of
management applications and tools that Cisco uses to deliver
ITIL based Service Management.
Management Connection means the physical
communication link between the Cisco and the Customer
Premise.
Management Connectivity means a bi-directional
communication between the Customer Premise and Cisco for
Management Data to be securely and consistently transmitted
between Managed Components and Cisco.
Management
Data
means
events,
alerts,
performance information, traps and/or log messages that are
collected by the Service Management Application.
Management Readiness Assessment means an
assessment that determines whether all Managed
Components are in good working order prior to completion of
Transition Management. Requires Managed Components are
fully configured, deployed and functioning properly prior to the
commencement of Incident and Problem Management
services.
Management Services means a service that
provides Monitoring, Incident Resolution, Reactive Problem
Management, service level management and Standard
Changes to resolve all Incidents.
Monitoring means detecting events on Managed
Components.
Network means a set of interconnected and
interworking Cisco supported hardware and software that is
implemented, operated, and supported by Customer from a
single Network operations center (NOC).
Management Portal means the online Web user
interface supplied for Customers and Partners to receive and
submit information to and from the NOC.
Primary Management Connectivity means the
management connection provided by Cisco.
Proactive Problem Management means the process
to prevent Incidents.
Problem means the underlying cause of one or more
Incidents.
Problem Analysis means the activity of investigating
problems to determine the root cause.
Problem Management means the process to find
and resolve the root cause of a Problem and prevention of
Incidents.
Problem Resolution means the process of providing
remediation based on the root cause for unknown Incidents.
Project Coordinator means the Cisco project
manager who is the single point of contact thru the Transition
Management phase.
Provider A doctor or physician’s assistant who meets
with a patient and attendant if a teleconference, and views and
analyzes medical data.
Quote means quote for services.
RAS means Remote Assistance Service and is a
complementary service to Cisco Healthcare Select Operate
and Expert Access Services. This Service provides Customer
access to expert agents at the Cisco Healthcare Service
Center. These representatives are available 24x7x365 to
answer Customer questions related to the Cisco Healthcare
experience.
Reactive Problem Management means the Problem
Management sub-process that primarily supports Incident
Cisco Remote Management Services
Page 12 of 12
Standard Change Request means a request for
change to solve an Incident or Problem.
Management. These processes are initiated when an Incident
cannot be matched to a Known Error.
Start Date means the date Services commence.
Release Management means the process focused
on the actual implementation of approved Changes.
SLA means Service Level Agreement.
RMS means Remote Management Services and
describes the service offering delivered by Cisco Remote
Operations Services. There are RMS offerings for
TelePresence, Foundation, Security, Data Center, Digital
Media Systems and Unified Communications.
SLO means Service Level Objective.
Cisco Healthcare Solution means the Cisco videoconference system, including Cisco Healthcare Products,
Software and Services that are installed at Customer’s office
locations.
Service Description means Cisco will provide the
Services and perform Cisco responsibilities described in the
standard
Cisco
Service
Description
located
at
www.Cisco.com/go/servicedescriptions/
(or such other
location of which Cisco may notify Customer from time to time).
Termination Device means Customer Premises
equipment that terminates the Management Connection.
Ticket means the tracking mechanism for Incidents
and service requests within the NOC. The NOC activities are
detailed within the Ticket that contains the complete history of
record for an Incident or service request.
Service Activation Kit (SAK) means a document
that is completed by the Customer during the Transition
Management phase.
Transition Management means a phased process
approach in which Cisco prepares Customer infrastructure for
the Management Services.
Service Delivery means the phase after Transition
Management when Cisco begins to deliver Services.
Service Desk means a single point of contact for
Customers for the Service.
Ticket Trending means analyzing tickets and ticket
trends so that proactive steps can be taken to reduce or
eliminate potential future incidents from occurring in the
Network.
Services mean Cisco Remote Management Services
which consist of the activities and the processes used by Cisco
to monitor manage and make changes to your Network, voice
and application services.
Vitals Patient data that includes temperature, blood
pressure, and pulse. Collected using the Welch Allyn VSM,
and transmitted to the Cisco Healthcare system.
Standard Change means a Cisco recommended
change that is often as a result of Incident Management and
Problem Management processes or Cisco Field Notice.
VNOC means Cisco Video Network Operation Center
-END-
Cisco Remote Management Services