|
Parameter
|
Description
|
|
Service Name
|
RightFax Service
|
|
Service Type
|
Technical
|
|
Service Category
|
Infrastructure Service
|
|
Location
|
Enterprise RIL
|
|
Business Unit
|
Enterprise RIL
|
|
Service Status
|
Production
|
|
Service Priority / Criticality
|
|
|
Primary Supplier
|
IT
|
|
Standard Business Service
Description
|
Standard features of
this service are:
- Sending & Receiving
Electronics Fax.
|
|
Optional Business Service
Description
|
Optional Feature Such
as:
- Report Of Transactions
(with due approval).
|
|
Availability Hours
|
24*7
|
|
Support Hours
|
16 x 6 on weekdays &
8 Hrs. on holidays &
Sundays
|
|
Support Information
|
Help with resolving
problems and issues
with this service can
be obtained via Central
Enterprise Service Desk:
- Raising incident through
web portal - http://getit.ril.com
- Mailing to GetIT –
getit@ril.com
- By calling on +912244774357
- 16 x 6 service window
(7:00AM to 11:00PM)
Mon to Sat and 10:00
AM to 06:00 PM on Sundays
and Holidays.
|
|
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 Server uptime.
- Process requests to
add, delete, or change
access of user for rightfax.
- 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
|
- RightFax Requisition
form.
- Email / Web
Request in GetIT for
Transaction Report.
|
|
OLA
|
NA
|
|
Signed SLA Document
Link
|
|
|
Service Price
|
NA
|
