IT Service Catalogue


Parameter Description
Service Name Internet Service
Service Type Business
Service Category Infrastructure
Location Enterprise RIL
Business Unit Enterprise RIL
Service Status Production
Primary Supplier IT
Standard Business Service Description
  • Availability of different access levels based on business requirements
  • Time based access
  • Internet Access configured based on user’s AD domain id.
  • URLs categorized under 80+ URL categories
  • Content scanning for malware at gateway level, thus protecting internal network from malicious content
  • Content caching for bandwidth saving
Availability Hours This service is available to users based on their access levels which are 8 hrs, 9 hrs, 10 hrs, 12 hrs and 24 hrs.
Support Hours 24*7 
Support Information  Help with resolving problems and issues with this service can be obtained via:
  • Raising incident through web portal -
  • Mailing to GetIT –
  • By calling on +912244774357
  • 12 x 6 service window (9:00AM to 9:00PM) Mon to Sat.
Critical Period NA
Peak Period NA
SLTs Targets for this service are:
  • Provide availability of 99.9% , not including scheduled change outages
  • Measure availability based on TMG Server uptime
  • Process requests to provision internet access for users, delete internet access or change internet access levels for users.
  • Resolve users issues within defined SLAs.
  • Restore service within 30 minutes for a Severity 1 outage, within 45 minutes for Severity 2 outage, within 1 hour for a Severity 3 outage, within 2 hours for a severity 4 outage, within 4 hours for a severity 5 outage.
Maintenance Windows NA
Data Backup Policy NA
Data Retention Policy NA
Change Protocol Through CAB
Outage Protocol NA
Sign Up Information Service provisioning for internet access is done through internet access portal.
  1. Any changes to access levels are done through user requests received at getit request portal.
Service Price NA