Network Proposal. Androsia Superior Fabrics has solicited the services of ML-DD IT Consultants to assess their current IT infrastructure, provide a comprehensive upgrade and implementation strategy for the network software and hardware design and install
Androsia Superior Fabrics has operated its business in New Providence for the last twenty years. Over the past ten years, this fabric company has accumulated significant capital and is considered one of the local industry leaders in wholesale and retail fabric sales. As a result Androsia Superior Fabrics is looking to expand its business internationally. However, the fabric company did little to take advantage of the modern computer network infrastructure that makes running a professional business easy. For example, Androsia Superior Fabrics employs a computer system that can best be described as a "Sneaker Network". The company still uses legacy software and hardware devices that are not suitable for the efficient operation of a modern business company.
To further complicate matters, Androsia Superior Fabrics recently hired a Marketing and Sales Representative to help boost the company's capital locally, as well as prepare them for their international expansion. However, the Marketing and Sales Representative quickly became frustrated by the company's lack of technological infrastructure. Being experienced with working with modern computer software and hardware tools, she frequently made strong recommendations to the owners and managers as to the need and benefits of upgrading to a modern computer network. Androsia Superior Fabrics Chief Executive Officer soon realised that in spite of his company's tremendous success, productivity, customer satisfaction and especially profit margins could experience exponential growth with equipment upgrade and the implementation of an appropriate computer network infrastructure.
Consequently, Androsia Superior Fabrics has solicited the services of ML-DD IT Consultants to assess their current IT infrastructure, provide a comprehensive upgrade and implementation strategy for the network software and hardware design and installation, as well as considerations for security, scalability, network maintenance and management. This upgrade task lies solely on the responsibility of ML-DD IT Consultants. That is, to design and install the upgraded network for Androsia Superior Fabrics' two New Providence branch locations, in addition to the prospective international locations in the United States (Miami, Atlanta and New York) and London. This project must have all required amenities of a modern, efficient computer network, be successfully completed on time and within budget.
Androsia Superior Fabrics initial network setup was not truly arranged as a computer network. In fact, the computers used within the company's business could be described as a "Sneaker Network" and were implemented as follows:
Carmichael Road Branch (Head Office)
* Currently a true computer network is not implemented.
* 4 separate computers running Windows98 SEare used for various business transactions.
* 3dot-matrix printersare used independently by the manager, the sales representative and the rest of the office staff.
* 1 facsimile machine for the office staff.
* 1 scanner is used by the sales representative.
* 1 copy machine for the office staff.
* There is access to the Internet through Cable Bahamas, but only the manager uses this connection.
* The office software employed is ineffective and out-dated.
Village Road Branch
* Currently a true computer network is not implemented.
* 3separate computers running WindowsXP Proare used for various business transactions.
* 2dot-matrix printersare currently used by the manager, and the rest of the office staff.
* 1 copy machine for the office staff.
* There is currently no access to the Internet.
* The office software employed is ineffective and out-dated.
Diagrams of the current infrastructure of the two office locations are outlined below:
The business product that Androsia Superior Fabrics have provided their customers is an outstanding, highly profitable one. Their success as a leading franchise in the wholesale and retail fabric industry is a testament to their company's acute business practices and strategies. However, the financial accomplishments of this company have fortunately overshadowed their deficits in maximizing the use of modern computer network technology, to exponentiallyboost the success of the franchise. Fortunately, ML-DD IT Consultants' knowledge, experience, and professional reputation will enable this already prosperous company to attain even greater affluence in the future.
After a thorough scrutiny of the current network infrastructure, the engineers and staff at ML-DD IT Consultants have readily identified this legacy computer network as being inadequate and ineffective for a modern-day, professional business company. As a result, our network upgrade strategy is slated to tremendously improve the overall efficiency, customer experience and profitability of Androsia Superior Fabrics.
Our network upgrade process for the Nassau network of Androsia Superior Fabrics will help meet the goals and objectives of the company. It will provide each branch office the same functionality, maintaining a uniform satisfied customer experience at each location on the island. With the increased network capacity, the company will be able to handlehigh bandwidth demand multimedia streams for meetings, or even training purposes.
This upgrade will also help increase the product reputation ofAndrosia Superior Fabrics,resulting in higher recognition and consequently higher profits. One of the many characteristics of the new network is scalability, as a result, the company will be able to expanditslocal commercial business and seamlessly transition operations into the proposed international expansion.
The local network upgrade process took precise account of Androsia Superior Fabrics employees and the company's organizational chart as illustrated below:
Androsia Superior Fabrics - Organizational Chart
As with most business companies, costs play a major factor in any attempt at infrastructure upgrades. This factor along with other customer constraints, play pivotal roles in undertaking such an ambitious project. A brief outline of the most common customer constraints are explained below:
Customer Constraints
* Budget
* Employee training
* Personnel
* Technical support
Budget: A plan has been prepared to release funds in phases as the network grows. We have managed to keep the budget of this project under the maximum outlined by your company, while implementing state of the art technology. The budget information inSection Five of this reportoutlines in detail all aspects of budgetary concerns.
Employee Training: New hardware and software systems will have to be implemented. As a result, your employees will need training to adjust to the new system. The training process will take approximately 5 days.
Personnel and Technical Support: Our personnel will be available for a period of 10 days after each phase to assist with employee questions or concerns. Any issues found will be diagnosed and corrected by our staff. In the event of hardware failure, we will coordinate with the appropriate hardware manufacturer to ensureall warrantypolicies are adhered to. The staff at ML-DD will replace all hardware that fails under warranty free of charge for one year after implementation. We will continue to support failed hardware, however,Androsia Superior Fabrics will be charged for such services, depending on the complexity of the work. This will be explained in detail in the Service Level Agreement (SLA), in Section Five of this report.
Goals for new network design
* Scalability
* Speed
* Reliability
* Security
* Manageability
Scalability: Like any other business, we realize that Androsia Superior Fabrics would like to continue growing. Hence, we have designed a network with scalability in mind to ensure your future upgrades are well in line with your budget. With the design we will implement, there will be no need to replace hardware for years to come. We have taken careful consideration when selecting hardware to ensure it is capable of employing future technologies such as VoIP, and IPv6.
Speed: To keep your network up and running at a high-speed pace, the latest and most reliable nodes will be used on the network. For example Cat 6 cables, fibre optic backbone cabling and gigabit LAN architecture, just to name a few.
Reliability: Your network at all locations will consist of the most recognized network manufacturer in the world, Cisco. We have designed a reliable network that will allow you to query databases in real-time, and redundancy to ensure both your employees and your customers always have access to the information requested.
Security: Security is a ...
This is a preview of the whole essay
Speed: To keep your network up and running at a high-speed pace, the latest and most reliable nodes will be used on the network. For example Cat 6 cables, fibre optic backbone cabling and gigabit LAN architecture, just to name a few.
Reliability: Your network at all locations will consist of the most recognized network manufacturer in the world, Cisco. We have designed a reliable network that will allow you to query databases in real-time, and redundancy to ensure both your employees and your customers always have access to the information requested.
Security: Security is a very important factor in businesses today. Customers must be able to trust the vendors they are doing business with. The processes we will use for securing the network will be mention in a later section.
Manageability: Your new network will have full monitoring capabilities. Network management software will be installed to allow real time tracking and resolution of issues on your network. If something unusual occurs on the network, you will be able to quickly isolate the cause, which in turn will allow quick resolution with minimal revenue loss.
Detailed Management Process
FCAPS is an acronym used for network management functional models defined by ITU-T and the International Standardization Organization (ISO) and will be used to help ML-DD IT Consultants make it easier to check a managed network system.This tool will assist our company in identifyingthe completeness of operations support infrastructure, help categorize and group different functions, and identify which ones are closely related and belong together. It will also allow us to identify scenarios and use cases that need to be collected, and to recognize interdependencies and interfaces between different tasks. The process is outlined as follows:
* Fault Management will be provided by detecting, logging, and notify users of any network problems and automatically fixing these problems to keep the network running effectively. Because faults can cause downtime or unacceptable network degradation, fault management will be given extreme consideration. Fault management techniques that will be used for the network are:
o Network monitoring that includes advanced alarm processing
o Fault diagnosis
o Maintaining historical alarm logs
o Trouble ticketing
o Proactive fault management
* Configuration Management will allow us to monitor your network and system configuration information so that the effects on network operation of various versions of hardware and software elements can be tracked and managed. They will include:
o Configuring the network equipment and the services that will be running over the network
o Auditing the network
o Synchronizing management information in the network with management information in management applications
o Backing up network configuration and restoring it in case there is a failure or natural disaster
o Manage software images running on network equipment
* Accounting Management techniques will allow us to measure network utilization and activities of individual or group uses on the network, for the purpose of network usage regulation and billing. Although ML-DD is not a service provider, it will be necessary to measure the actual services provided and consumed because it will allow us to assess the cost/benefit ratio of running necessary services that will keep cost under control.
* Performance Management will allow us to measure and make available various aspects of network performance for network performance monitoring and optimization. The network performance variables include:
o Network throughput
o User response times
o Line utilization
o Monitoring and tuning the network for performance
o Collecting performance data
* Security Management will be accomplished by controlling access to network resources so that the network will not be sabotaged and sensitive information can only be accessed by those whom are authorized to do so. This will include, but is not limited to:
o Access to the management interfaces of the devices in the network being secured to prevent unauthorized changes to network configurations
o The management network along with its applications will be secured to prevent disruptions to management traffic
o Proper processes and procedures will be set up to ensure orderly operations
o Access privileges will only be assigned to those who need them for their immediate job function
o Secure passwords that cannot easily be cracked will be required
o Create audit trails
o Set up proper backup and restore facilities
The Solarwinds Orion network management software application package, which will be installed on the network, will be capable of handling all these tasks and more.The latter techniques will also be used in the networks that will be created, when the company expands abroad. This will be discussed in Section Three.
Analysis of new network
The new network design for Androsia Superior Fabrics features Cisco 3825 Integrated Services Router with built-in Firewall Protection (CISCO3825). The Cisco 3825 Integrated Services Router provides the following support:
* Enhanced investment protection through increased performance and modularity
* Increased density through High-Speed WAN Interface Card Slots (four)
* Enhanced Network Module Slot
* Support for over 90 existing and new modules
* Support for majority of existing AIMs, NMs, WICs, VWICs, and VICs
* Integrated GE ports with copper and fibre support
* Optional Layer 2 switching support with Power over Ethernet (PoE), supports the 24-port Cisco Catalyst switch 3560V2 24
* Security
o On-board encryption
o Support of up to 2000 VPN tunnels with the AIM-EPII-PLUS Module
o Antivirus defence support through Network Admission Control (NAC)
o Intrusion Prevention as well as built-infirewall support and many more essential security features
* Voice
o Analog and digital voice call support
o Optional voice mail support
o Optional support for Cisco CallManager Express for local call processing in stand-alone business for up to 168 IP Phones
o Optional support for Survivable Remote Site Telephony support for local call processing in small enterprise branch offices for up to 336 IP phones
The network switch that will be used is Cisco Catalyst switch 3560V2 24 10/100 + 2 SFP (24 Ports Managed). It is the next generation energy-efficient Layer 3 fast Ethernet switch. It will allow us to measure and manage power consumption of network infrastructure and network attached devices, thereby reducing the energy costs of Androsia and their carbon footprint. This switch consumes less power and is the ideal access layer switch for this network, as it maximizes productivity and investment protection by enabling a unified network for data, voice, and video.
The topology that will be used for the network is a star and extended star. It is considered reliable because if one connection fails, it doesn't affect others. It is also easy to replace, install or remove hosts or other devices.
A Star Network Topology will be very easy to manage because of its simplicity in functionality; the problems can be easily located logically in a Star Topology and therefore is simple to troubleshoot. It is also simple in format so there won't be a problem when it comes to expansion on the Star Topology.
CiscoUnified Communications 320W - VOIP PBX with integrated wireless access point (IEEE 802.11 b/g/n -up to 300Mbps) used as a wireless access point that intelligently avoid interference and provide the highest-performance connectivity for mission-critical mobility and performance protection for reliable application delivery.
Details of the network upgrade physical and logical design for Androsia Superior Fabrics are illustrated below:
Physical Diagrams
Logical Diagrams
Network Access Policies
Branch employee will have access to the following servers:
* Web server
* Storage server
* Customer inventory database server
* Telnet server
Branch employees will be able to do the following:
* Create customer accounts
* Modify customer accounts
* Send email throughout the company
* Modify user accounts
Marketing department employees will be able to access the following servers:
* The customer inventory database
* The email server
* The backup email server
* The web server
* Customer database
* Backup database
Marketing department employees will be able to do the following:
* Modify customer information
* Modify customer accounts compile reports on customer past purchases
* Send out sales newsletters to customers
* Add customer accounts
* Delete customer accounts
IT personnel will have access to the following servers:
* Email server
* Backup email server
* Backup database
* Customer inventory database
* Web server
* Each person in IT will be assigned to groups
* Each group will be assigned different branch regions that they will have to support
IT personnel will be able to do the following:
* Access VPN's
* Have access to all software suites
* Have remote access to desktop machines
* Modify VPN configurations
* Access server configurations
* Configure routers assigned to their region
* Configure switches assigned to their region
* Support all locations
* Repair all failed equipment
* Service all network hardware problems
* Service all network software problems
Network administrators will have access to the following:
* All servers
* All branch locations
* All departments located on the network
Network administrators will be able to do the following:
* Access the firewalls
* Have access to all software suites
* Have administrator rights to all end-user machines
* Have remote access to desktop machines
* Create user accounts
* Modify user accounts
* Set up VPN's
* Modify VPN's
* Configure all routers
* Configure all switches
* Change physical network design
Implementation Schedule
The system implementation is estimated to be completed in 180 days (6 months). Our project manager will monitor the progress of the project and report it to your manager. Below is a table of major milestones that will lead to the completion of this project. Each date listed is an estimate; there may be unforeseen issues as the project progresses.
Estimated implementation schedule for entire project
Job description
Estimated length
Network analysis
5 Days
Replace/upgrade headquarters cable
4 Days
Install and configure branch hardware
7 Days
Testing/error correction
4 Days
Replace/upgrade branch cable
4 Days
Install and configure hardware
3 Days
Testing/error correction
4 Days
Install software
2 Days
The success ofAndrosia Superior Fabrics locally in Nassau, has led the company to venture into the ambitious prospect of international expansion. The company will employ several branch offices, connected through Wide Area Network (WAN) connections. The facilitation of remote access and a presence on the Internet will require standardization of core components in order to ensure a stable, reliable and secure network. We here at ML-DD IT Consultants have considered Cisco to be that brand for the company's core hardware components. Yet before the design of the company's international network expansion was drafted, an overview of their proposed international employee organizational chart had to be taken into account. Overviews of the international proposed expansion and the organizational chart are detailed below.
International Proposed Expansion Overview
International Organizational ChartU.S. Overview
International Organizational ChartU.K. Overview
The following sections outline our recommendations for various aspects of the network.
Cabling
The first item we considered for the expansion was the cabling. We will start with a dedicated DS-3 or T3 line coming into the building. All Subsequent branch offices (Miami, Atlanta, New York, and London) will connect to the main office here in Nassau using a dedicated T3 line. The data communication media for the networks is UTP CAT6. This Cat 6 cabling will be utilized throughout the buildings to provide the fastest speed of data transmission available.
LAN
At all the branch offices the computer network components will include the use of a server, a switch, and a router for the office. The selected Network Operating System(NOS) is Windows Server 2008. In choosing this operating system, it will provide great conveniences for the installation, configuration, and maintenance of the network. Windows 2008 server has enhanced DHCP, DNS and WINS features that will allow the network administration to expediently manage all clients on the network. Windows server 2008 also has the ability to run virtual servers within one server.
Network Devices
At the Nassau headquarters office, one Cisco 3560 switch will be deployed for office LAN communication and one Cisco 3560 for the data centre. A Cisco 3825 with built-in firewall will be deployed at the Internet PoP (Point of Presence) at the main Nassau branch that will integrate the incoming WAN connections from the remote offices.
2U Rack-mount Uninterruptible Power System.
Server
As we anticipate utilizing HP Products throughout the buildings, to complement this we decided to implementan HP ProLiant ML350 G6 Special Tower Server (600427-005).This server will be located all locations and integrated to promote fault tolerance. Whereas, if a server goes down at one location; that location can remain active by utilizing the resources of any of the other servers. Furthermore, due to the company's relatively small size and the server's versatility, single servers can accomplish multiple server roles in the virtual environment.
Bandwidth
The switches support 100Mbps and are interconnected at 1 Gbit/sec
Wireless
We will utilize a Cisco Unified Communications 320W - VOIP PBX with integrated wireless access point (IEEE 802.11 b/g/n - up to 300Mbps)in every networked office branch. This of course will enable employees/customers to use wireless technology.
Employee WorkStation
Each employee workstation is to be custom ordered from HP. Each Employee will house a HP computer with the following options:
* Core 2 Duo T6570 CPU
* 250GB 7200 SATA hard drive
* Integrated Realtek 8111DL 10/100/1000 Ethernet
* DVD+/-RW [SuperMulti]
* 2GB PC3-10600 SODIMM Memory
* Windows 7 Professional 32bit.
Protocol
Fast Ethernet will be the protocol of choice. There are many advantages to using this as it relates to designing a LAN based on a star topology. It facilitates the expansion that 'Androsia Superior Fabrics' is looking for without effort or disruption. Troubleshooting, repair, and maintenance can be accomplished to a failed node without holding up or disrupting work on other nodes.
Private Branch Exchange (PBX)
To further cut down company cost we have decided to include a private branch exchange for each branch office. This will enable employee to communicate to each other over their own Voice Over Internet Protocol (VOIP) telephony system, through the usage of calling extension to reach their parties. The network also facilitates video conferencing and network meeting.
Future scalability
The implemented architecture will render itself greatly to scalability and future growth. For example, Androsia Superior Fabrics typically employs on average about sixteen nodes at each store location. The future scalability of our design can facilitate thirty-two nodes per branch. Furthermore, there are two additional subnets available, which make provisions for sixty-four hosts between two separate branches. A diagram of the design is illustrated below:
WAN Logical Network
The overall physical network topology for Androsia Superior Fabrics is outlined in the diagram below
Physical Network Diagram
Network security deals with the monitoring of network traffic, the prevention of unauthorized access, modification, misuse or denial of a computer network and the accessibility of resources, through provisions and policies implemented by the network administrator.
As the IT consultants for Androsia Superior Fabrics we are providing security by first authenticating the users of the network. User name and password will be given to persons who access the network and the privileges will be granted based on what is needed to be accessed by each user.
The network routers (Cisco 3825 Cisco Integrated Service Router) employ a built-in firewall that will monitor all traffic entering the network. Symantec Endpoint Protection is anti-virus software that will be installed on all the workstations and personal computers. This software allows the integration of anti-virus, firewall, antispyware, intrusion prevention, and device and application control. Both the physical and virtual environments of the network will be secured by Symantec Endpoint.
Not only providing protection from intruders we at ML-DD IT Consultants know how important it is to protect your network from disgruntled employees; therefore audit trails will be collected, network documentation will be prepared, reliable backup and procedures will be implemented. Audit trails entails logging activities of operations and support staff. Data such as who initiated what and the time of initiation makes it a lot simpler to recover from employee error or any operational mishaps. The key rule for business management is to always document. Documentation of the network consists of knowing what is on the network and what should not be on the network. By knowing this information it will be easy to detect if a device is hooked up onto the network intentionally or unintentionally. Our reliable backup and restore procedures allow us to reinitialize ourentire network in the event of any emergency or disaster. In some instances when problems or disasters occur which cannot be resolved immediately, the best solution would be to restore the network to the last known operational configuration.
Maintenance
Helpdesk support will be provided by our online service as well as the ML-DD IT Consultants twenty-four hour hotline, if there are any inquires or concerns about the network. A combination of maintenance procedures and schedules will be provided including support for basic application software/hardware as well as more complex support on application software/hardware.
Decommissioning is the last phase in the basic management life cycle and as part of maintenance there will be general network upgrade. Upgrades to the network can be a result of new technologies replacing old ones, certain equipment may no longer be needed or requirements may have changed. As system requirements change there will be constant upgrades to stay up-to-date with the ever-changing technology. However, once systems have reached their life expectancy they will be decommissioned and this may vary depending on the hardware/software. As per our recommendations, Androsia Superior Fabrics have agreed to replace/upgrade both software and equipment every three years.
Budget
Afteranalysing the current financial position of Androsia Superior Fabrics against the cost of this project,a determination of how long it will take the network upgrade to return all of itsinvestment funds was established. Additionally we used financial experts to ascertain the profitability of this company and weigh it against the possible gains of expansion.
Return OnInvestment (ROI)
Androsia Superior Fabricsexpects to gain at least a positive thirtty-five per cent on their investment. The projected cost of this venture is $758,296.55. Our financial experts have estimated that the company's gains for this investment in less than a two-year period would be $1,215,000.00. Therefore, using the ROI formula would yield. . .
The return on investment formula:
The result indicates that Androsia Superior Fabrics will gain more than a sixty percent ROI within two years
Hardware and software pricing for this network infrastructure upgrade are tabulated on the following page.
Androsia Superior Fabrics - Network Hardware List
ITEM #
PRODUCT
DESCRIPTION
QUANTITY
PRICE
Network Server
HP ProLiant ML350 G6 Special Tower Server (600427-005)
Available through: www.hp.com
6
@
$3464.00/unit
$20,784.00
2
Personal Computer
HP TouchSmart 9100 Business PC - AZ525AW#ABA with Genuine Windows 7 Business Edition
Available through: www.hp.com
60
@
$1299.00/unit
$77,940.00
3
Network Printer
HP Color LaserJet CM3530fs Multifunction Printer (CC520A)
Available through: www.hp.com
6
@
$2249.00/unit
$13,494.00
4
Uninterruptable Power Supply
HP R/T3000 2880VA Low Voltage NA/JPN 2U Rack-mount Uninterruptible Power System
Available through: www.hp.com
6
@
$1349.00/unit
$8,094.00
5
Personal Printer
HP Deskjet 3050 All-in-One Printer (built-in WiFi 802.11b/g/n)
Available through: www.hp.com
8
@
$79.99/unit
$1,439.82
6
Network Router
Cisco 3825 Integrated Services Router with built-in Firewall Protection - (CISCO3825)
Available through: www.amazon.com
6
@
$6216.99/unit
$37,301.94
7
Network Switch
Cisco Catalyst switch 3560V2 24 10/100 + 2 SFP (24 Ports Managed)
Available through: www.amazon.com
6
@
$1979.99/unit
$11,879.94
8
Private Branch Exchange & Wireless Access Point
CiscoUnified Communications 320W - VOIP PBX with integrated wireless access point (IEEE 802.11 b/g/n -up to 300Mbps)
Available through: www.amazon.com
6
@
$741.36/unit
$4,448.16
TOTAL
$175,381.86
Androsia Superior Fabrics - Network Software List
ITEM #
PRODUCT
DESCRIPTION
QUANTITY
PRICE
Network Operating System
Windows Server Standard 2008 R2 64-Bit 10 Client License
Available through: www.amazon.com
$1,099.99
3
Business Office Software
Ace BackOffice Point Of Sale Software Application
Available through: www.aceretail.com
Software Price
$1295.00/unit
60 licenses
@
$495.00 each
$30,995.00
4
General Office Software
Microsoft Office 2010 Home & Business
Available through: www.amazon.com
24
@
$209.99/unit
$5,039.76
5
Virtual Private Networking Software
CiscoVPN Client - Secure and Compatible with all Cisco VPN Products
Available through: www.amazon.com
00 licences
@
$49.95 each
$4,995.00
6
Network Operations Software
SolarwindsOrion Enterprise Operations Console
Available through: www. solarwinds.com
$4,995.00
7
SLA Management Software
SolarwindsOrion IP SLAManager SLA25 (Up to 25 IP SLA source devices)
Available through: www.solarwinds.com
$3,995.00
8
Network Configuration Software
SolarwindsOrion Network Configuration Manager - DL100 license with 1st-year maintenance (up to 100 nodes)
Available through: www.solarwinds.com
$3,595.00
9
Anti-virus Software
Symantec Endpoint Protection Small Business Edition (10-user license)
Available through: www.amazon.com
6
@
$199.99/unit
$1,199.94
TOTAL
$52,914.69
Budget Summary
Outlined below is a summary of the budget costs for implementing the network infrastructure.
Budget Item
Cost
Hardware
$175,381.86
Software
$52,914.69
Labour and Design
$250,000.00
Network & Project Management
$120,000.00
Consultation & Maintenance
$65,000.00
Employee Support
$50,000.00
Miscellaneous
$45,000.00
TOTAL
758,296.55
Service Level Agreement (SLA)
Statement of Intent
The aim of this agreement is to provide a basis for close co-operation between Androsia Superior Fabrics and ML-DD IT consultants, for network design, upgrade and implementation provided by ML-DD IT Consultants. Thereby ensuring the proper infrastructure is put in place. The objectives of this agreement are detailed in Section 1.2
This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted tasks.
Objectives of Service Level Agreement
. To create an environment that is conducive to a co-operative relationship between ML-DD IT Consultants and Androsia Superior Fabrics, to ensure the effective design, upgrade and implementation of network.
2. To document the responsibilities of all parties taking part in the Agreement
3. To ensure that Androsia Superior Fabrics achieves the provision of a high quality of service with the full support of ML-DD IT Consultants.
4. To define the commencement of the agreement, its initial term and the provision for reviews
5. To define in detail the service to be delivered by ML-DD IT Consultants and the level of service which can be expected by Androsia Superior Fabrics, thereby reducing the risk of misunderstandings
6. To provide a common understanding of service requirements/capabilities and of the principles involved in the measurement of service levels
7. To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above
Period of Agreement
After the upgrade and installation of the network, the agreement to manage and maintain the network will commence until terminated by Androsia Superior Fabrics.
Representatives
Androsia Superior Fabrics and ML-DD IT Consultants nominate the following representatives responsible for the monitoring or network installation.
Androsia Superior Fabrics- Ms. Stania Webb
ML-DD IT Consultants- Mr. Dwayne Small
Reference Documents
The following documents will serve as a basis for the policies and procedures of ML-DD IT Consultants operation. They will also define the support levels required and prioritisation of computer faults by ML-DD IT Consultants.
Copies of these documents will be made available to the ML-DD IT Consultants as they become available to ensure compliance with Agency standards.
8. Supported Personal Computer Products
(Updated quarterly)
9. Supported Applications
(Updated quarterly)
PC Security and Backup Procedures
End User Development Guidelines
LAN Operating Procedures
(Updated quarterly)
Service Level Monitoring
The success of service level agreements depends fundamentally on the ability to measure performance comprehensively and accurately so that credible and reliable information can be provided to customers and support areas on the service provided.
Service factors must be meaningful, measurable and monitored constantly. Actual levels of service are to be compared with agreed target levels on a regular basis by both ML-DD IT Consultants and ComAndrosia Superior Fabrics. In the event of a discrepancy between actual and targeted service levels both ML-DD IT Consultants and Androsia Superior Fabrics are expected to identify and resolve the reason(s) for any discrepancies in close co-operation.
Service level monitoring will be performed by ML-DD IT Consultants. Reports will be produced as and when required and forwarded to the Androsia Superior Fabrics contact.
ML-DD Responsibilities
Functional Overview
To analyse the current network, design and implement a new network for New Providence and the other countries. Referral and resolution of all computer and network related faults and queries.
Hours of Operation
ML-DD IT Consultants will operate daily from 7 am to 7 pm. except on public holidays where alternative arrangements will be made and publicised.
Response Times
The table below shows the priority assigned to faults according to the perceived importance of the reported situation. The priority assignment is to refer to the initial telephone response to the client as indicated in the Priority level response time of this document. The support level refers to the Androsia Superior Fabrics guide for support available.
Table 1 - Response Priority
Support
Level
Business
Critical
Business
Critical
Non-
Business
Critical
Non-
Business
Critical
Request
For
Service
Fatal
Impaired
Fatal
Impaired
High
A
B
B
C
R
Medium
A
B
C
C
R
Low
B or C
C or D
C or D
D
R
Fatal
-
Total system inoperability.
Impaired
-
Partial system inoperability.
Business Critical
-
Unable to perform core business functions.
Non-Business Critical
-
Able to perform limited core business functions.
Priority Level Response Times
Table 2 shows the required initial telephone response times for the individual priority ratings. All times indicated represent telephone response time during specified working hours of 7 am to 7 pm Monday to Friday, unless otherwise indicated in this document, or otherwise agreed upon by ML-DD IT Consultants and Androsia Superior Fabrics.
The indicated telephone response time represents the maximum delay between a fault/request being reported to the ML-DD IT Consultants and Androsia Superior Fabrics representative contacting them by telephone. The purpose of this telephone contact with the ML-DD IT Consultants and Androsia Superior Fabrics is to notify the client of the receipt of the fault/request and provide the client with details of the proposed action to be taken in respect of the particular fault/request.
The Androsia Superior Fabrics representative must notify ML-DD IT Consultants immediately upon escalation of faults/request initially referred to ML-DD IT Consultants. If so requested by Androsia Superior Fabrics,ML-DD IT Consultants will facilitate the actual escalation of the fault/request by contacting the support group to which the fault/request has been escalated.
Escalated faults/requests will require telephone response to the ML-DD IT Consultants and Androsia Superior Fabrics in the same manner as for referred faults.
Table 2 - Priority Level Response Times
Priority Level
Response Time
A
5 Minutes
B
30 Minutes
C
45 Minutes
D
60 Minutes
R
90 Minutes
The network design created for the Androsia Superior Fabric by ML-DD IT Consultants is beneficial for the company because it outlines how the new network technology can improve areas of information security, network availability, and network performance as a whole.
Our goal is to provide the best technical support and professionalism. Our network designers have analyzed the needs of Androsia Superior Fabric to identify the best network infrastructure that will meet their needs.
The employees at ML-DD IT Consultants are highly experienced professionals that are competent, and proficient in installing, managing and troubleshooting the most complex enterprise network designs. We take pride in providing the best technical services and project management services to our clients.
Network Management Fundamentals .Cisco Press
http://aceretail.com/www/product_detail.php
http://www.cisco.com
http://www.hp.com
http://www.microsoft.com/en/us/default.aspx
http://www.solarwinds.com
Page 1 of 44