|
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 - http://getit.ril.com
- Mailing to GetIT –
getit@ril.com
- 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.
URL: http://force.ril.com/netaccessuser
- Any changes
to access levels are
done through user requests
received at getit request
portal.
|
|
OLA
|
NA
|
|
Service Price
|
NA
|
