Managed

Service
PM AND FM PROJECT
Table of content

1- Introduction

2- Tire 1 Support

3- Tire 2 Support

4- Tire 3 Support

5- Response Time (MEL – HPE)

Introduction

 MEL will provide managed services to the solution to insure availability and
quality of it .
 MEL have experienced manpower to cover this task .
 MEL have experience in such projects : MOH .
 Onsite Engineer will be available .
 Tire 1 :
SALAM
 Salam NOC team will provide Tire 1
monitoring to solution.

NOC
1- Single Contact for any issue/defect raised by Tier 1 Operation team ( NOC)

2- Analyzing ticket to Identify the issue

3- Provide the required resolution.
4- In case related to Products then , MEL to Open incident ticket with HPE
5- Follow up closely with Product support team for incident resolution
6- Prepare Root Cause Analysis report and share it with MEL team.

7- If the issue is related to infrastructure ( HW, Storage, Backup, Network) , MS

HPE Team will coordinate with the concerned infra. SALAM team to resolve the
issue
TIRE 2 :
8- Backup Management : entire solution dataset is backed up to protect from data
loses should they happen MEL
9- Capacity Management : Avoid business impacts caused by unexpected capacity
issues.
10- Change Management : Keep solution agile to fit with new business
requirement and services.
11- Configuration Management : Management of solution configuration once
required.
12- Reporting and Patch Management
HPE will provide high level support related to product /Solution

TIRE 3 :
HPE
 RESPONSE
TIME
SLA : HPE Telco Product Support Premium and HPE Telco Product
Support Agile Premium (24x7) SLOs

Response time goals:

Critical Down : 1 Hour

BETWEEN
Critical Degradation : 4 Hours
Normal : 1 Business Day

Resolution time goals

MEL AND HPE

Critical Down : 3
Critical Degradation : 5 Business Days
Normal : N/A

Fix time goals

Critical Down : 60 Calendar Days
Critical Degradation : 120 Calendar Days
Normal : 180 Calendar Days
Thank You