customer support and maintenance guide - verso altima · 2019-03-20 · customer support and...

CUSTOMER SUPPORT AND MAINTENANCE GUIDE

GLOBAL EDITION V 3.05

Customer Support and Maintenance Guide – Global Edition

2019-03-20 Verso Altima Group of 48

Contents

1 DOCUMENT INFORMATION .......................................................................................................... 6

1.1 OBJECTIVE ............................................................................................................................................ 6

1.2 REVISION HISTORY ................................................................................................................................. 6

1.3 APPROVALS .......................................................................................................................................... 6

2 DEFINITIONS ................................................................................................................................. 8

2.1 ABBREVIATIONS ..................................................................................................................................... 8

2.2 GENERAL DEFINITIONS ............................................................................................................................ 8

2.3 TIME UNIT DEFINITIONS........................................................................................................................ 11

2.4 SERVICE LEVEL TARGETS (SLT) DEFINITIONS ............................................................................................. 11

2.5 EVENT CATEGORIES DEFINITIONS (IMPACT, URGENCY, PRIORITY) ................................................................ 12

3 INTRODUCTION .......................................................................................................................... 14

3.1 OVERVIEW .......................................................................................................................................... 14

4 VERSO ALTIMA GROUP IT SERVICE MANAGEMENT ...................................................................... 15

4.1 INTRODUCTION .................................................................................................................................... 15

4.2 INCIDENT MANAGEMENT PROCESS ......................................................................................................... 15

4.2.1 PURPOSE ..................................................................................................................................... 15

4.2.2 SCOPE ......................................................................................................................................... 15

4.2.3 DEFINITIONS ................................................................................................................................. 15

4.2.4 ROLES ......................................................................................................................................... 17

4.2.5 PROCESS DEFINITION ..................................................................................................................... 17

4.2.6 EXIT CRITERIA ............................................................................................................................... 18

4.2.7 INCIDENT MANAGEMENT SERVICE METRICS ....................................................................................... 18

4.3 MINIMUM INFORMATION FOR SERVICE REQUEST ...................................................................................... 20

4.4 PROBLEM MANAGEMENT PROCESS ........................................................................................................ 21

4.4.1 PURPOSE ..................................................................................................................................... 21

4.4.2 SCOPE ......................................................................................................................................... 21

4.4.3 DEFINITIONS ................................................................................................................................. 21

4.4.4 ROLES ......................................................................................................................................... 21


4.4.6 EXIT CRITERIA ............................................................................................................................... 22

4.4.7 PROBLEM MANAGEMENT SERVICE METRICS ...................................................................................... 22

4.5 CHANGE MANAGEMENT AND SERVICE DELIVERY PROCESS .......................................................................... 23

4.5.1 PURPOSE ..................................................................................................................................... 23

4.5.2 SCOPE ......................................................................................................................................... 23

4.5.3 ROLES ......................................................................................................................................... 23


4.5.5 EXIT CRITERIA ............................................................................................................................... 24

4.5.6 TECH SERVICES DELIVERY METRICS ................................................................................................... 24

4.6 APPLICATION CHANGE MANAGEMENT PROCESS ....................................................................................... 24

4.6.1 PURPOSE ..................................................................................................................................... 24

4.6.2 SCOPE ......................................................................................................................................... 24

4.6.3 DEFINITIONS ................................................................................................................................. 25

4.6.4 ROLES ......................................................................................................................................... 25




4.6.6 EXIT CRITERIA ............................................................................................................................... 26

4.6.7 APPLICATION CHANGE MANAGEMENT SERVICE METRICS ..................................................................... 26

5 SUPPORT ORGANIZATION ........................................................................................................... 27

5.1 SERVICE DESK...................................................................................................................................... 27

5.2 SUPPORT LEVELS .................................................................................................................................. 29

5.2.1 WEB BASED SELF SERVICE SUPPORT (L0) .......................................................................................... 29

5.2.2 LEVEL 1 SUPPORT (L1) ................................................................................................................... 29

5.2.3 LEVEL 2 SUPPORT (L2) ................................................................................................................... 29

5.2.4 LEVEL 3 SUPPORT (L3) ................................................................................................................... 30

6 CONTACT .................................................................................................................................... 31

6.1 VERSO ALTIMA GROUP GLOBAL SUPPORT CENTER (GSC) ..................................................................... 31

6.2 VERSO ALTIMA GROUP REGIONAL SUPPORT CENTER (RSC) ................................................................... 31

7 ESCALATION PROCESS................................................................................................................. 32

7.1 FUNCTIONAL ESCALATION ..................................................................................................................... 32

7.2 HIERARCHICAL ESCALATION ................................................................................................................... 33

7.3 CUSTOMER ESCALATION ....................................................................................................................... 33

8 REVIEW MEETINGS ..................................................................................................................... 34

8.1 OPERATION REVIEW MEETING (ORM).................................................................................................... 34

8.2 SERVICE REVIEW MEETINGS (SRM) ........................................................................................................ 34

9 SCOPE OF UNIVERSO SUPPORT AND MAINTENANCE ................................................................... 35

9.1 SOFTWARE SERVICES ............................................................................................................................ 35

9.1.1 SOFTWARE MAINTENANCE – EMERGENCY SERVICE (REMOTE/ON-SITE SUPPORT) ................................... 35

9.1.2 SOFTWARE MAINTENANCE - PROBLEM RESOLUTION / CSR HANDLING .................................................. 36

9.1.3 SOFTWARE MAINTENANCE - TECHNICAL QUERY ................................................................................. 37

9.1.4 ADVANCED SOFTWARE MAINTENANCE – OPTIONAL* .......................................................................... 38

9.1.5 SOFTWARE CHANGE MANAGEMENT ................................................................................................. 38

9.2 HARDWARE SERVICES ........................................................................................................................... 42

9.2.1 REMOTE TROUBLESHOOTING ........................................................................................................... 42

9.2.2 HARDWARE REPAIR AND REPLACEMENT ............................................................................................ 42

9.2.3 SPARE PART MANAGEMENT (ALTERNATIVE TO HW REPAIR AND REPLACEMENT) ..................................... 43

9.2.4 PROACTIVE HARDWARE MAINTENANCE - OPTIONAL ........................................................................... 43

9.2.5 ON-SITE TROUBLESHOOTING - OPTIONAL .......................................................................................... 44

9.2.6 EQUIPMENT HEALTH CHECK - OPTIONAL ........................................................................................... 44

10 SUPPORT AND MAINTENANCE SERVICE EXCLUSIONS ................................................................... 45

10.1 EXCLUSIONS ........................................................................................................................................ 45

11 CUSTOMER OBLIGATIONS ........................................................................................................... 47

11.1 CONTACT PERSONS .............................................................................................................................. 47

11.2 CUSTOMERS TECHNICAL CONTACT ACCESS ............................................................................................... 47

11.3 REMOTE ACCESS .................................................................................................................................. 47

11.4 TEST SYSTEM ...................................................................................................................................... 48

11.5 SYSTEM SECURITY ................................................................................................................................ 48

11.6 PROVISION OF CONSUMABLES ............................................................................................................... 48

11.7 MALFUNCTION CORRECTION OF NON-SUPPORTED COMPONENTS ................................................................ 48

11.8 MODIFICATIONS TO PRODUCTS OR ENVIRONMENT .................................................................................... 48



List of Figures

FIGURE 4-1 – ITIL PROCESS GUIDE.................................................................................................................... 16

FIGURE 4-2 – INCIDENT MANAGEMENT PROCESS MAP .................................................................................. 18

FIGURE 4-3 – MTTR, MTBSI, MTRS, MTBF ........................................................................................................ 19

FIGURE 4-4 – PROBLEM MANAGEMENT PROCESS MAP .................................................................................. 22

FIGURE 4-5 – CHANGE MANAGEMENT AND SERVICE DELIVERY PROCESS MAP ............................................. 24

FIGURE 4-6 – APPLICATION CHANGE MANAGEMENT PROCESS MAP ............................................................. 26

FIGURE 5-1 – SAP SOLUTION MANAGER SERVICE DESK FUNCTIONS ............................................................... 28

FIGURE 5-2 – LEVELS OF SUPPORT ................................................................................................................... 29



Disclaimer

The information contained within this document is the

property of Verso Altima Group, which is confidential

and protected by international copyright laws and any

unauthorized use of this document or its contents may

violate copyright, trademark, and other laws. No part

of this document may be photocopied, reproduced or

translated in any form or by any means or stored in a

retrieval system or transmitted electronically or

otherwise, without the prior written consent of Verso

Altima Group.

If you breach any of these terms, your authorization to

use this document automatically terminates. You may

not modify this document or its contents in any way or

publicly display, perform, or distribute or otherwise use

this document or its contents for any public or

commercial purpose. Any use of this document or its

contents for any other purpose other than as mutually

agreed upon with Verso Altima Group is prohibit.

Although every endeavor have been made to ensure

that the information contained within this document is

up to date and accurate, Verso Altima Group cannot be

held responsible for any inaccuracy or error in the

information contained within this document. Verso

Altima Group makes no warranty of any kind with

regard to the information and Verso Altima Group shall

not be liable for any direct, indirect, incidental or

consequential damages that may arise in connection

with the furnishing, reliance or use of the information

contained within this document.

Specifications and statements as to performance in this

document are Verso Altima Group estimates, intended

for general guidance. Verso Altima Group reserves the

right to change the information contained within this

document and any product specification and/or

availability dates without notice, to the extent that the

changes are consistent with the Support and

Maintenance Contract. In the event of conflict, the

terms and conditions contained in the Support and

Maintenance Contract shall take precedence over the

terms contained in this Guide.

Statements in this document are not part of a contract

or program product license. Issue of this document

does not entitle the recipient to access or use of the

products described, and such access or use e shall be

subject to separate contracts or licenses.

Trademarks

All trademarks, service marks, and/or product names which

are referenced in this document are the property of their

respective owners, and all rights therein are reserved.

Copyright ©2019 Verso Altima Group and/or its affiliates

(“Mrežne tehnologije VERSO and Altima”). All rights reserved.



The purpose of this document is to describe the scope, provision and governs the use of the Support and Maintenance

Services provided by Verso Altima Group to its Customers who have purchased and paid for Support and Maintenance

Services.

This document sets out Verso Altima Group current Support and Maintenance policy, scope and standard procedures

for delivery of support services to Customer and it will provide a clear understanding of the commitments required by

the Customer towards the Verso Altima Group.

However, Verso Altima Group will only provide Support and Maintenance Services to each respective Customer for the

Software and/or Hardware and/or Systems, which is explicitly listed and agreed up to form part of the scope of the

Support and Maintenance Services in each respective Support and Maintenance Contract.

The current and applicable prices shall apply to Support and Maintenance Service described in this document, according

to current and applicable Verso Altima Group and Third Party Vendor Price List.

The contractual obligations to each Customer are set out explicitly in each respective Support and Maintenance

Contract.

This document will also define the Key Performance Indicators for the Service quality.

Version Date Author Description

1.0 2013-01-01 Sanjin Eterović Customer Support Guide Global Edition

1.1 2013-05-27 Krešimir Nemec Escalations updates

1.2 2013-06-18 Antonio Prišćan Document layout and styling.

1.3 2013-07-01 Sanjin Eterović Figure 2 – ITIL Process Guide

1.4 2013-25-07 Antonio Prišćan Illustrations and page layout.

2.01 2014-07-08 Renato Kocet Solman additions

2.02 2014-12-08 Antonio Prišćan Errata. Styles. Layout.

3.00 2015-03-03 Renato Kocet Solman Global Support Portal added

3.01 2015-03-04 Marina Čmelik Errata. Layout.

3.02 2017-09-29 Igor Stipetić Portfolio and organizational changes

3.03 2018-01-08 Igor Stipetić Errata & Solman changes

3.04 2018-04-17 Igor Stipetić Adding Ljubljana Support Center info

3.05 2019-03-20 Renata Čupić Errata and organizational changes

Name Title Function in TSC

Krešimir Nemec CTO

Verso Altima Group Technical Support Supervisor

Sanjin Eterović CSO

Verso Altima Group Technical Support Supervisor

1 DOCUMENT INFORMATION

1.1 OBJECTIVE

1.2 REVISION HISTORY

1.3 APPROVALS



Name Title Function in TSC

Antonio Prišćan Business Development Director

Verso Altima Group TSC Quality Assurance

Igor Stipetić Support Manager Verso Altima

Group TSC Manager



24×7 response 24 hours a day, 7 days a week,

including weekends and holidays

8×5 response 8 hours a day (standard business

hours), 5 days a week (working days)

CR Change Request

CSR Customer Service Request

DR Disaster Recovery

FAC Final Acceptance

FRU Field Replaceable Unit

FTE Full-Time Employee

GSC Global Support Center

GUI Graphical User Interface

HVAC Heating, Ventilation and Air Conditioning

ITSM IT Service Management

KAM Key Account Management

MTBF Mean Time Between Failures

MTBSI Mean Time Between System Incidents

MTRS Mean Time to Restore Service

MTTR Mean Time to Repair

N/A Not Applicable

NBD Next Business Day

ORM Operation Review Meeting

PAC Provisional Acceptance

PIR Post-Implementation Reviews

PWA Plan Work Activity

RFC Request for Change

RMA Return Material Authorization

RRS Response, Remedy and Solution

RSC Regional Support Center

SBH Standard Business Hours (between 09:00 and

17:00 GMT+01) on working days (Country

national holidays calendar)

SLA Service Level Agreement

SLT Service Level Targets

SR Service Request

SRM Service Review Meeting

T&C Terms and Conditions

TSC Technical Support Center of Verso Altima Group

WO Work Order

Altima Software means Verso Altima Group proprietary

standard core software which is licensed by Verso Altima

Group to the Customer and which is explicitly identified as

Altima Software in the Master Software License and Services

Agreement. The Altima Software may include one or more of

the following core standard Altima Software products

expressly listed and licensed by Verso Altima Group to

Customer under the Master Software License and Services

Agreement.

Verso Altima Group means the Mrežne tehnologije VERSO or

Altima entity or affiliate who has entered into a Support and

Maintenance Contract with Customer.

Change Request (Enhancement Request) means an

enhancement to be made or extra functionality to be added

to the Software. A Customer may raise a Problem Report

which after investigation is deemed to be an Enhancement

Request.

Configured Software means the configuration component of

the Altima Software developed by Verso Altima Group in

order to meet the customer business rules. Configuration

Software excludes Customer Configured Software.

‘Configuration’ and ‘Configured’ shall have corresponding

meanings. Configured Software and all intellectual property

rights therein shall remain the sole and exclusive property of

Verso Altima Group at all times, and Verso Altima Group shall

provide Support and Maintenance for the Configured

Software only to the extent expressly agreed upon and

purchased in advance by Customer under the Support and

Maintenance Contract.

Critical Error means an Error (I) In the Software and Hardware

on a live, production System which results in the System being

rendered inoperable or on which the Customer is unable to

perform critical business functions, and for which no

temporary workaround is known or available, (II) An Error in

the Software and Hardware causes failure or severe

degradation in a live, production System that materially and

adversely impacts the Customer’s business and operations;

and for which no immediate workaround is available.

Customer(s) means an end user who has entered into a valid

Support and Maintenance Contract with Verso Altima Group.

Customer Configured Software means data changes to the

Configured Software made by the Customer and

maintainable by the Customer of which Verso Altima Group

has no control, release/configuration management or daily

operational responsibility.

Customer Documentation means: (i) any Statement of Work

(SOW), (ii) Technical Design or (iii) System Requirements

Specification (SRS) prepared for the Customer and expressly

2 DEFINITIONS

2.1 ABBREVIATIONS

2.2 GENERAL DEFINITIONS



agreed between the Parties to be “Customer

Documentation”.

Customer Production System means a live system used for

normal business operations and where Customer’s data is

recorded at Customer site or in Cloud

De-support means that no further fixes are provided on the

Major Release (in the form of either Maintenance Release or

Patch Release) except where Verso Altima Group has agreed

to an Extended Support and Maintenance Contract.

Documentation means Verso Altima Group’s standard

published user manuals and similar operating instructions

provided by Verso Altima Group for the delivered Software

and/or Hardware.

DR Environment means one (1) single instance of the

Software installed as one (1) single environment which can be

used by Customer for disaster recovery purposes only,

however this environment must be an exact copy of the

Production Environment and as such no Support and

Maintenance Services will be supplied for the DR

Environment unless expressly agreed in advance and paid for

separately. In the event of a disaster on the Production

environment, the DR Environment will become the new

production environment and will be supported as such.

Emergency Fix means a patch which incorporates corrections

to the Verso Altima Group and/or Third Party Software or

Configured Software, as appropriate, that are unscheduled

and which fixes one or more specific Critical or High Errors,

which is supplied by Verso Altima Group to Customer as part

of the Support and Maintenance Services. An Emergency Fix

applies only to a specific Maintenance Release of the

Software.

Error with respect to the Hardware means a reported,

identifiable and reproducible error such that the Hardware

fails to perform in all material respects in accordance with the

applicable Specifications in the Support and Maintenance

Contract.

Error with respect to the Software means a reported,

identifiable and reproducible error such that the Software

fails to perform in all material respects in accordance with the

applicable Specifications in the Support and Maintenance

Contract.

Extended Support and Maintenance Contract means

provision of Patch Releases for Critical Errors on the final

Maintenance Release for the Major Release the Customer is

using. The delivery time frame of the Maintenance Release is

determined by commercially reasonable efforts. Extended

Support and Maintenance is not offered to customers unless

expressly and mutually agreed in advance by Verso Altima

Group and the Customer and paid for separately by the

Customer.

Faulty Unit is a unit which is defective and causes error.

Field Replaceable Unit (FRU) means, part or assembly that

can be quickly and easily removed from equipment, and

replaced by the user or a technician without having to send

the entire product or system to a repair facility.

Go-Live shall mark the point in time from when, after

implementation of the Software and/or Hardware or an

upgrade of the Software, the Software and/or Hardware is

used by Customer for the processing of real data in live

operation mode and for running Customer’s business.

Guide means this Customer Support Guide – Global Edition,

which shall be updated and revised by Verso Altima Group at

any time at Verso Altima Group’s sole discretion.

Hardware means by Verso Altima Group supplied hardware,

typically supplied together with Software and which forms

part of the Verso Altima Group System solution which Verso

Altima Group has agreed to supply under the Master

Software License and Services Agreement.

Hardware Warranty means the standard Warranty Period for

Third Party Hardware Products and last 12 months, with

respect to certain Products an extended warranty of 36

months applies. During the Warranty Period, Verso Altima

Group and/or Third Party Hardware Vendor will replace faulty

hardware with refurbished or new equipment. Delivery time

may vary depending on: (i) Customer shipping location, (ii)

the Third Party Hardware Vendor Spare Parts Center location,

(iii) Contracted SLA Terms and Conditions.

Incident/Problem Request means report about an Error in

the Software and/or Hardware or Customer Documentation

that causes the System or component to fail to perform its

required function as designed.

Maintenance Release (Minor Release) means a release of the

Software by Verso Altima Group, which incorporates the

correction of known Errors in the Software but can also

incorporate minor enhancements. Contains fixes to several

Errors, plus accumulation of Patches issued since the previous

Maintenance Release; may include one or more minor

enhancements to existing functionality or performance. A

Maintenance Release applies only to a specific Major Release

of the Software.

Support and Maintenance Contract means the support

contract, which has been enter into by Verso Altima Group

with the Customer to supply Support and Maintenance

Services to Customer for Software and/or Hardware.

Support and Maintenance Services means the Support and

Maintenance services that Verso Altima Group has agreed to

supply to Customer in a Support and Maintenance Contract

for Software and/or Hardware, to which this has been

expressly agree in the Support and Maintenance Contract,

and which Support and Maintenance Services are set forth in

detail in this Guide.

Major Release means a version of the Software that

incorporates significant enhancements to the Software,

which is supply by Verso Altima Group to Customer as part of

the Support and Maintenance Services. Major Release of the

Software contains elements of new functionality, plus

accumulation of Minor Releases, Patch Releases and



Emergency Fixes issued since the previous version of the

Software.

Patch Release means a fix to one or more specific Errors in

the Software, which is supply by Verso Altima Group to

Customer as part of the Support and Maintenance Services.

Patch and Patch Release shall have corresponding meanings.

Production Environment means one single instance or, if

expressly agreed and permitted under the Software License

and Services Agreement, a configured multi-instance of the

Software and Hardware installed as one (1) production site

for the processing of live production data of the Customer.

For the avoidance of doubt only the Production Environment

or during disaster recovery the DR Environment, can be used

for production processes.

Query means a question regarding the functionality of the

Software and/or Hardware and/or System.

RMA (Return Material Authorization) means the process of

having a product repaired or replaced in order to receive a

new or repaired product back, generally with an additional

warranty on the returned product, within the product's

warranty period and under valid Support and Maintenance

Contract.

Service Level Targets (SLT) means the defined time periods

that Verso Altima Group targets particular responses.

Service Request (SR) means Incident/Problem request,

Change/Enhancement request or Query.

Service Unit is a replacement unit in exchange for defective

unit in the hardware repair and replacement service.

Software License and Services Agreement means the

agreement entered into between Verso Altima Group and

Customer in which Verso Altima Group has granted Customer

with a license to use the Software.

Software means, for the purposes of this Guide alone, the

Software, which has been expressly license by Verso Altima

Group to Customer under the Software License and Services

Agreement, and may include Maintenance Releases or Major

Releases of the Software, which may be provided by Verso

Altima Group as part of the Support and Maintenance

Services purchased by the Customer.

Software Warranty means Software Vendor warranty and

last for a period of ninety (90) days from the date of Product

delivery that under normal use the Product software will

operate in accordance with Product specifications. Verso

Altima Group and Third Party Software Vendor does not

warrant that the software will function error-free or

uninterrupted or that Verso Altima Group and/or Third Party

Software Vendor will correct all software errors.

Specifications means the material functional capabilities for

the Software and/or Hardware as described in the

Documentation.

System Specification means the mutually agreed material

technical details of the design, describing features and

functionalities of the Software and/or Hardware and/or

Licenses.

System consists of all Hardware, Software and Licenses that

should be maintain according to the services defined in this

document or as a rule set by the Verso Altima Group.

Test Environment means one (1) single instance or, if

expressly agreed and permit under the Software License and

Services Agreement, a configured multi-instance of the

Software installed as one (1) single environment at the same

location as the Production Environment for use only for

testing purposes.

Third Party Hardware means third party vendor hardware on

which the Software has been installed and which is running

the Altima and/or Third Party Software.

Third Party Software means proprietary software owned

and/or developed by or on behalf of third parties and

distributed by Verso Altima Group under the Master Software

License and Services Agreement.

Warranty describes the conditions under, and period during,

which the Verso Altima Group or vendor will repair, replace,

or other compensate for, the defective item without cost to

the customer.

Warranty Period means the time duration of the applicable

warranty for the Software and/or Hardware and/or Service as

expressly agreed and defined in the Purchase Agreement, or

in the absence of which shall be ninety (90) days from the

date of delivery of the respective Software and/or Hardware

and/or Service.

Warranty Start Date means (i) the date that the Product is

shipped from the manufacturing facilities of Vendor or, in the

case of resale by a Verso Altima Group, (ii) the earlier of a) the

date the Product is shipped from the Verso Altima Group to

the Customer or b) the date that is ninety (90) days after the

shipment of the Product from Vendor

Limited Lifetime Warranty means a Warranty Period as long

as the Customer owns the Product, with a maximum of five

years after Vendor announced such Products to be “End of

Life/Sell”, which means such Product, can no longer be

purchased.

http://www.businessdictionary.com/definition/condition.html

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http://www.businessdictionary.com/definition/vendor.html

http://www.businessdictionary.com/definition/repair.html

http://www.businessdictionary.com/definition/cost.html



Hours (hrs) means time unit from 00:00 to 24:00, every day

of 365 days in year (24×7)

Day (d) means calendar day in calendar year

Week means unit of 7 days (calendar week)

Month means unit of calendar month

Working hours (wh) means hours from 9:00 to 17:00

(Country public holidays and weekends are excluded)

Working day (wd) means day defined as working day

excluding Country public holidays and weekends

The following terms are used to describe specific Service Level Targets (SLTs) and apply only to a single production environment in

which the Software and Hardware is used by the Customer. SLTs apply to SRs that are determined to be Errors in the Software and

Hardware and allocated as a problem.

Key service parameters typically include a time dimension pertaining to timeframes and action rules. By monitoring the parameters,

the success rate of the Verso Altima Group in fulfilling contracted obligations can be graded.

Response time means time period in which Verso Altima

Group after notification of problem or service request starts

activities to fix problem (analysis) and notify user that the

work has started

Remedy time means time period in which Verso Altima

Group, after notification of problem, fixes problem in a way

that limits its impact. Verso Altima Group will provide a

solution, a workaround or an action plan for the issue within

the specified time frame. It can cause service delivery

restriction to the customer.

Solution time means time period in which Verso Altima

Group after notification of problem implements solution

which will fully fix the problem and its consequences while

preventing repeat of problem in the future. After that system

is working in same way as before fault.

Turnaround Time means time period between receipt notice

date received from Verso Altima Group and arrival date of the

functional HW unit at agreed premises.

If the response time is defined in working days or hours then, in case of delay, only working days or hours are counted as delay time.

2.3 TIME UNIT DEFINITIONS

2.4 SERVICE LEVEL TARGETS (SLT) DEFINITIONS



Events represent some new, typically irregular condition in Customer Software and/or Hardware and/or System. Priorities are rated

according to their impact and urgency. The described events are supported through several services.

Impact of the Service Request means extent of the deviation

from the normal service level, in terms of the number of users

or business processes affected. Major incidents are those for

which the degree of impact on the user community is

extreme. Incidents for which the timescale of disruption (to

even a relatively small percentage of users) becomes

excessive may also be regarded as major.

Urgency of the Service Request means the acceptable delay,

to the user or business process, in solving the Service

Request.

Service Request priority may be adjusted when incidents are escalated to Level 2 or Level 3 support Based on further analysis of the

issue and may also change over the life of the incident (i.e., affects more users or during critical periods). The Service Level Agreement

“clock” will be reset whenever the incident priority is changed on the Service Desk Ticket. When the priority of a ticket is changed,

the incident owner is responsible for communicating the change to the customer.

Priority Description

Emergency / Critical / Priority 1

Conditions that severely affect service, capacity/traffic, billing and maintenance capabilities. They require

immediate corrective action 24 hours a day, 7 days a week.

A “Critical Error” is defined as:

An Error in the Software and Hardware on a live, production System which results in the System being

rendered inoperable or on which the Customer is unable to perform critical business functions, and for which

no temporary workaround is known or available.

An Error in the Software and Hardware causes failure or severe degradation in a live, production System that

materially and adversely impacts the Customer’s business and operations; and for which no immediate

workaround is available.

An "Emergency" situation is defined as a Critical error in the Software and/or Hardware which prevents the

System in commercial production from performing its major function or where the System in commercial

production has failed and is in imminent danger of losing data.

It is important to note that when an Emergency/ Critical Error in the Software or/and Hardware is brought to

Verso Altima Group’s attention by sending an email or logged via the Self-Service web site, the Customer must

also contact the Global or Regional Support Center by telephone and advise them that the SR is logged as Critical.

Failure to do so will result in the SR being treated as a High impact priority until the Customer contacts the Global

or Regional Support Center by telephone to confirm the impact designation of the SR is that of Critical.

Examples of emergency cases are:

Total outage of system

Partial outage of system with considerable restrictions on providing end user services or maintenance /

control / provisioning / billing / charging functions

No end customer service possible

Main HW module failures

Major / Urgent Technical Query / Priority 2

Conditions that seriously affect system operation, maintenance and administration and require immediate

attention because of the high possibility to affect customer services / Technical request due to some business

purposes (product development) or regulatory obligations of Customer.

A “High Error” is defined as:

There is a significant loss of System functionality on a production System; the Software has failed to the

extent that part of the System or specific functions are not performing as described in the Documentation

or Customer Documentation.

An Error causes failure or severe degradation in a live, production environment or during deployment of

these environments of one or more functions of the Software; materially and adversely impacts Customer

2.5 EVENT CATEGORIES DEFINITIONS (IMPACT, URGENCY, PRIORITY)



Priority Description

business and operations; and for which no immediate workaround is available, or a workaround is available

but is resource intensive.

Medium / Priority 3

Conditions that do not significantly impair the function of the system and do not significantly affect service to

customers, but with possible escalation to higher priority, potential risk in the network.

A “Medium Error” is defined as:

There is a partial loss off System functionality; the Software has partially failed to the extent that parts of

the System or specific functions are not performing as described in the License agreement but the Customer

is able to continue day to day business.

An Error causes minor failure or degradation in any environment of one or more functions of the Software

or Configured Software; causes minor impact to the Customers business and operations; or a workaround is

available and is not resource intensive

Minor / Standard Technical Query / Priority 4

Conditions that do not significantly impair the function of the system and do not significantly affect service to

customers, but represent a potential problem or difficulty in system management. / Technical request for some

additional information about system operation, maintenance, administration or service features by Customer

authorized personnel. / Plan work activity / General request for some additional information about system

operation, maintenance, administration or service features by Customer authorized personnel.

A “Low Error”/ “Very Low Error” is defined as:

An Error in the Software and/or Hardware that is minor or cosmetic in nature; causes minor impact to the

Customers business and operations.

An Error in the Software or Configured Software that is minor or cosmetic in nature but has no impact to the

Customers business and operations.

Important Note:

It is important that when an Error in the Software or/and Hardware is brought to Verso Altima Group’s attention by sending an email

or logged via the Self-Service web site during off hours, the Customer also contacts the Global or Regional Support Center by telephone

and advise them that the SR is logged.



For Customers who are using Verso Altima Group Software and/or Third Party Software and/or Third Party Hardware and who have

procured and entered into a valid Support and Maintenance Contract, Verso Altima Group makes the following Support and

Maintenance Service commitments with respect to its Software and/or Hardware and/or System:

Personalized service

Prompt and reliable response to all requests for support

Accurate and timely troubleshooting procedures

Central, permanent repository of relevant customer-specific information

Knowledge Base

Choice of pre-defined Support and Maintenance packages

Service Level Targets (SLTs) applicable to the various pre-defined Support and Maintenance packages

ITIL® compliant Global IT Service Management framework

SAP Solution Manager Service Desk in alignment with ITIL® best practices framework

A well-defined escalation process

Access to Emergency Fixes, Patch Releases, Maintenance Releases and Major Releases as applicable

Third Party Hardware Vendor RMA procedure in place

Allocating Questions and Enhancement Requests that fall outside of the scope of Support and Maintenance Services to the

Customer’s Verso Altima Group KAM or Consulting Manager.

Verso Altima Group will accept any Service Request placed by the Customer if the Customer has purchased Altima Software and/or

Third Party Software and/or Third Party Hardware from Verso Altima Group and the Customer has purchased Support and

Maintenance Services through Verso Altima Group.

Customer must have purchased a valid license to use Third Party Software and/or Third Party Hardware from Verso Altima Group.

This is for any Third Party Software and/or Hardware that operates independently of/or separately from the Altima Software and

excludes any Third Party Software embedded in the Altima Software which would be included as part of the Altima Software.

Unless expressly agreed upon otherwise in the Support and Maintenance Contract, the Support and Maintenance Services shall

commence after delivery of the Software and/or Hardware but not later than expiry of the Warranty Period. In some cases, the

Support and Maintenance Services may commence immediately after purchasing Third Party Software and Third Party Hardware

(e.g. SAP Software, HP Software, Cisco Hardware) but in some cases may commence after Provisional (PAC) or Final (FAC) Acceptance

(e.g. OpenCloud Software, ). Because Support and Maintenance Services commence date may be differ and may be changed by

Vendor without prior notice, therefore will be precisely defined in Commercial Offer, Project Scope Agreement and/or Support

Contract.

Support and Maintenance Services Fees shall be payable by the Customer to Verso Altima Group in advance.

VERSO ALTIMA GROUP Technical Support Center is regularly audited by Cisco and SAP in order to keep prestigious certificates of our

vendors. Altima and Verso are required to meet or surpass the rigorous service, support, customer satisfaction and networking

competency requirements set forth by SAP and Cisco.

Verso is Cisco Gold Partner since 2006 (only about 1% of all Cisco partners reach that level) while Altima as SAP partner earned SAP’s

Partner Center of Expertise (PCoE) in 2014.

This is proof that we follow the highest standards in the process of implementation and maintenance of SAP and Cisco

solutions.

3 INTRODUCTION

3.1 OVERVIEW



The VERSO ALTIMA GROUP Service Operations Management capability combines standard processes, tools, and people to manage,

resolve, and prevent service disruptions using ITIL-compliant Global IT Service Management framework. Service Operations

Management executes the operational and managerial roles of four ITIL-foundational processes:

Incident Management Process

Problem Management Process

Change Management and Service Delivery Process

Application Change Management Process

Standardized processes enable us to consistently manage Customer operational environment across service lines and geographic

regions. And because implementing a strong ITIL framework requires investment and commitment, you avoid those costs when you

take advantage of end-to-end service delivery Service Operation Management provides. In addition, by allowing Verso Altima Group

to manage the IT operations, you can redirect your focus to better manage the business side of operations.

Verso Altima Group provides Customers with a comprehensive offering of Support and Maintenance Services for the entire Verso

Altima Group suite of products and solutions.

The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and

minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and

availability are maintained. Normal service operation is defined as service operation within service level agreement

(SLA) limits.

The Incident Management process also handles Service Requests for standard services that are agreed to be provided under SLAs.

The scope of the Incident Management process includes a standard set of processes, procedures, responsibilities and metrics that

are utilized by all Verso Altima Group services, applications, systems and network support teams.

An incident is any event which is not part of the standard operation of a service and which causes, or may cause an interruption to,

or a reduction in the quality of that service.

A service request is a request from a user for support, delivery, information, advice or documentation, not being a failure in the IT

infrastructure. A Request for Change (RFC) is required for non-standard services that necessitate a change in the IT infrastructure and

is addressed through the Change Management process.

The Incident Management process includes Incident Acceptance and Recording, Classification and Initial Support, Matching,

Investigation and Diagnosis, Resolution and Recovery, Closure, and Progress Monitoring and Reporting

4 VERSO ALTIMA GROUP IT SERVICE MANAGEMENT

4.1 INTRODUCTION

4.2 INCIDENT MANAGEMENT PROCESS

4.2.1 PURPOSE

4.2.2 SCOPE

4.2.3 DEFINITIONS



Figure 4-1 – ITIL Process Guide

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Identifies incident/request for service

Confirms incident has been resolved

First point of contact for customers reporting service disruption or requesting service

Responsible for recording, classifying, matching, routing, resolving (unless assigned to other support groups) and closing

incidents

Monitors and tracks incidents

Fulfills service requests

Provide customer updates as required


Responsible for recording, classifying, matching, and routing incidents


Provides business/functional support

Responsible for incident investigation, diagnosis and recovery within defined priorities



Escalate incidents as required

Provides technical support




Ticket Ownership changes as ticket is reassigned

The support person to whom the Incident Ticket (classified as User Service Request) has been routed

Responsible for resolving the incident

Service Desk Manager responsible for monitoring & tracking incidents owned by the Service

Desk

Support Unit Manager responsible for monitoring and tracking incidents owner by their team

Monitors efficiency and effectiveness of the Incident Management process

Generates Incident Management performance reports

Makes recommendations for process improvement

4.2.4 ROLES

4.2.4.1 CUSTOMER

4.2.4.2 SERVICE DESK – LEVEL 0 SUPPORT

4.2.4.3 VERSO ALTIMA GROUP SUPPORT UNIT – LEVEL 1 SUPPORT

4.2.4.4 VERSO ALTIMA GROUP SUPPORT UNIT – LEVEL 2 SUPPORT

4.2.4.5 VERSO ALTIMA GROUP SUPPORT UNIT OR THIRD PARTY VENDOR SUPPORT UNIT – LEVEL 3 SUPPORT

4.2.4.6 TICKET ASSIGNEE

4.2.4.7 INCIDENT MANAGER

4.2.5 PROCESS DEFINITION



Trigger: Disruption of service or service request

Customer (provide imput)

Detect & Record

Incidents

Service Request?

Classify & Provide Initial

Support

ManageService

Requests

Investigate & Diagnose Incidents

Conduct Resolution &

RecoveryClose Incident

Customer(Receives output)

Monitor & Track Incidents

Incident Management

Input:- Incident report- Service request

Output:- request for change- Resolved/Closed Incident- Customer Communications- Performance reports

Figure 4-2 – Incident Management Process Map

Incident or Service Request has been resolved to customer's satisfaction.

These Service Metrics definitions are an interim guideline to assist with the implementation of Incident Management. As The Verso

Altima Group Service Cataloged is define, Service Level Agreements outlining the appropriate Service Metrics will be developed for

each specific line of service.

Description Measure Target Incident Response Time

Time period in which Verso Altima Group after notification of problem or service request starts activities to fix problem (analysis) and notify user that the work has started

An incident must be acknowledged

and an incident resolution plan

communicated according SLA

Service Level is met

95% of the time.

Incident

Remedy Time

Time period in which Verso Altima Group,

after notification of problem, fixes problem in

a way that limits its impact. Verso Altima

Group will provide a solution, a workaround

or an action plan for the issue within the

specified time frame. It can cause service

delivery restriction to the customer.

Target remedy by priority according

SLA.

Extensions to expected remedy time

must be agreed with the customer.

90% of all incidents

are resolved by the

target remedy time.

Service

Availability

The time the service is available according to

the service hours specified in the service level

agreement.

Time to service was down in minutes Average availability

over the

measurement period

according SLA.

4.2.6 EXIT CRITERIA

4.2.7 INCIDENT MANAGEMENT SERVICE METRICS



MTTR (Mean Time to Repair) - This is the average elapsed

time between detecting an Incident and repairing the failed

component; e.g., diagnosing and replacing a failed disk. Upon

the completion of this activity, there is a functioning disk, but

data has not been restored, and the users are still unable to

access or use the service. Essentially this measures the

technical response to diagnose and repair the failed

component.

MTRS (Mean Time to Restore Service) - This is the average

elapsed time between detecting an Incident and fully

restoring the service to the user; e.g., restoring data to the

disk, recovering and restarting interfaces to other

applications, informing the users that the service is available,

and initiating user access (you may not want all of your users

to log in simultaneously upon repair of the service!). This is a

measure of the quality of operational processes, as well as

system design to facilitate recovery after failure.

MTBF (Mean Time between Failures) - This is the average

elapsed time between restoration of service following an

Incident and detection of the next Incident.

MTBSI (Mean Time between System Incidents) - This is the

average elapsed time between Incidents, including downtime

represented by the MTTR and MTRS measurements.

Figure 4-3 – MTTR, MTBSI, MTRS, MTBF



When reporting a suspected Error in the Software or Hardware, the Customer must provide VERSO ALTIMA GROUP with the following

information to initiate the Diagnosis and Resolution Activities, and any other information reasonably requested by VERSO ALTIMA

GROUP thereafter:

1. Customer’s full name.

2. The name, telephone number or mobile number and e-mail address of the individual reporting the Error on behalf of the

Customer.

3. The Customer’s designated contact name, phone number or mobile number and e-mail add dress, if different from the individual

reporting the suspected Error.

4. The date and time the Error was identified by the Customer and reported.

5. The details of the Software and/or Hardware experiencing the suspected Error, including the specific Software and/or product,

version number(s), serial number, module and/or licensed Software Package.

6. The details of the Software and the Hardware environment on which the Error was detected (including database version and

operating system version).

7. A detailed description o of the suspected Error, including:

a. The area of the Software and/or the Hardware product that is failing or faulty;

b. The expected behavior or level of performance of the Software and/or the Hardware (as detailed in the

Specifications or System Specifications) vs. the actual behavior or level of performance of the Software and/or

the Hardware;

c. Any specific conditions under which the Error does or does not occur;

d. Where applicable, the exact GUI error messages, server log file messages and task output that are produced as a

result of the error occurring.

8. Details of the Customer’s investigations done to date to isolate the Error and to confirm that it is an Error in the Software and/or

the Hardware.

9. Details of the Customer’s attempt to reproduce the reported Error and the outcome. If the Error is reproducible, the specific

steps required to reproduce it.

10. Any configuration files and sample output that would assist in identification and resolution of the Error.

11. Customer assessment of Impact and Urgency (high, medium, low).

12. For any Critical Errors in the Software the Customer must provide current authentication information (e.g. username or

passwords) needed staff to access for Verso Altima Group to the Customer’s System to enable Verso Altima Group to provide

the Support and Maintenance Services.

4.3 MINIMUM INFORMATION FOR SERVICE REQUEST



The objective of Problem Management is to resolve the underlying root cause of incidents and consequently prevent them from

recurring. Reactive Problem Management aims to identify the root cause of past incidents and presents proposals for improvement

or rectification. Proactive Problem Management aims to prevent incidents from recurring by identifying weaknesses in the

infrastructure and making proposals to eliminate them.

The scope of the Problem Management process includes a standard set of processes, procedures, responsibilities and metrics that

are utilized by all Verso Altima Group services, applications, systems and network support teams.

A problem describes an undesirable situation, indicating the unknown root cause of one or more existing or potential incidents. A

known error is a problem for which the root is known and for which a temporary workaround has been identified. A Request for

Change (RFC) proposes a change to eliminate a known error and is addressed by the Change Management process.

The Problem Management process includes Problem Control, Error Control, Proactive Problem Management and Providing

Management Reporting.

Identifies and records problems by analyzing incident details

Approves problem resolution recommendations and establishes resolution priority

Generates Requests for Change (RFC)

Identifies trends and records problems

Approves problem resolution recommendations and establishes resolution priority

Investigates and manages problems based on their priority

Assigns (or obtains) resources and manages error control activities

Schedules and facilitates major problem reviews

Develops recommendations for problem resolution

Monitors the progress of known errors

Generates Requests for Change (RFC)

Coordinates and guides activities of the Problem Management Team and Problem Owner(s)

Provides management information and uses it proactively to prevent the occurrence of incidents and problems in both

production and development environments

Escalate the analysis and resolution of cross-functional problems to Unit and Verso Altima Group levels

Conducts ‘post mortem’ or Post-Implementation Reviews (PIR) for continuous improvement

Develops and improves Problem Control and Error Control procedures

4.4 PROBLEM MANAGEMENT PROCESS

4.4.1 PURPOSE

4.4.2 SCOPE

4.4.3 DEFINITIONS

4.4.4 ROLES

4.4.4.1 REACTIVE PROBLEM MANAGEMENT

4.4.4.2 PROACTIVE PROBLEM MANAGEMENT

4.4.4.3 PROBLEM OWNER

4.4.4.4 PROBLEM MANAGER



Trigger: Incident and Problem Analysis



Reactive Process

Problem Management

Input:

Incident- Incident details (symptoms and solution)Change Request- Solution detailsConfiguration Details

Best PracticesProduct InformationIndustry UpdatesTechnology Updates

ConductProblemControl

(Identification)

ConductError

Control(Analysis)

Proactive Problem

Management(Trend Analysis)

Provide Management Reporting(Performace Management)

Provide Management Reporting(Performace Management)

Proactive ProcessOutput:- Problem Records- Incidents Mapped to Problems- Known Errors- Problem Solutions- Request for Change- Management Reports

Figure 4-4 – Problem Management Process Map

Known Error database updated

Request for Change (RFC), if required

Problem records updated with known errors, solutions and / or workarounds

Closed problem records once root cause is eliminated

Management information

Problem management requires a separate priority matrix to Incident management. This is because problem management can require

a significant commitment of time and resources, as opposed to incident management which uses a matrix Based on rapid resolution

and is essentially looking for the fastest way to get the customer up and running.

Problem management service metrics will be collected and calculated for each support group, unit, and for Verso Altima Group

overall.

Description Measure Target Number of problems

Measures problem management workload and effectiveness in resolving open problems.

Number open and resolved* problems.

Establish baseline of problem management volume. Monitor trends over time.

Average time to close a problem

Measures effectiveness of the problem management process in resolving problems. Reductions indicate better processes, tools and training are being used. Increases indicate an ineffective process or that problem management may be under-resourced.

Number of days from problem creation to problem close for problems closed in the current period.

Establish problem close baseline. Monitor trends over time.

Number of incidents resolved by Known Errors

Indicator of the time and re-work eliminated by managing and resolving problems. An increase in the number of resolved incidents should improve service levels and customer satisfaction.

Number of incidents that are closed by solutions registered in the Known Errors database.

Establish incidents with Known Errors baseline and monitor trends over time.

*Resolved:

Workaround found, root cause found, knowledge base updated, fix implemented, problem record closed.


4.4.6 EXIT CRITERIA

4.4.7 PROBLEM MANAGEMENT SERVICE METRICS



Workaround found, root cause found, but expected effort relative to benefit is too high (i.e. uneconomic to

implement permanent solution), knowledge base updated, problem record closed.

Root cause not able to be found, workaround provided, knowledge base updated, problem record closed

The goal of the Technical Services Change Management & Service Delivery process is to ensure standardized methods and procedures

are used for efficient and prompt delivery of Technical Service requests, minimizing the impact of change related requests on service

quality and improving day-to-day operations.

The scope of Technical Services Change Management & Service Delivery process is delivery of major IT services which include, but

not limited to, Add-Change-Move service, Backup services, Database services and Server install and configuration.

Review and assign requests

Review options and recommendation

Determine if a change request is required

Create Change Requests

Coordinate with CAB

Review and analyze requests

Gather missing requirements

Complete Tech Services template

Research, document, and present options and recommendation

Install and configure service

Participate in testing

Deliver Service

Verify install against checklist and tech services template

Participate in testing

Provides service request

Provides requirements

Reviews recommendation and selects option

Purchases hardware/software

Performs user testing

Migrates change to production

4.5 CHANGE MANAGEMENT AND SERVICE DELIVERY PROCESS

4.5.1 PURPOSE

4.5.2 SCOPE

4.5.3 ROLES

4.5.3.1 TECHNICAL SERVICES MANAGER(S)

4.5.3.2 PROGRAMMER ANALYST

4.5.3.3 QA ANALYST

4.5.3.4 CUSTOMER

4.5.3.5 CHANGE CONTROL TEAM



Trigger: Assignment of Request for Service



Tech Service Delivery

Input:- New Service Request

GatherRequiremnets &Analyze Request

Configure Service

Service Request Sub-Process

Test Service Deliver Service

Output:- Service Delivered & Available

PurchasingProcess

Change Management

Process

Figure 4-5 – Change Management and Service Delivery Process Map

Service delivered.

Description Measure Target Quantity The number of requests received

and processed each month Count the number of requests opened each month Count the number of requests closed each month

Establish baseline of request volume. Monitor trend over time.

Timeless The length of time to complete requests

Calculate the number of days from open to close for total Calculate the number of days open in each pertinent phase in Remedy Requirements – Build – Test – Implement

Establish baseline of initial target date completion. Monitor trend over time.

The goal of the Application Change Management process is to ensure standardized methods and procedures are used for efficient

and prompt handling of all Change Requests, in order to minimize the impact of Change-related requests upon service quality, and

consequently to improve the day-to-day operations of the applications.

Defined procedures for all related Software code changes and software configuration changes, initiated by Service Desk Change

Requests.


4.5.5 EXIT CRITERIA

4.5.6 TECH SERVICES DELIVERY METRICS

4.6 APPLICATION CHANGE MANAGEMENT PROCESS

4.6.1 PURPOSE

4.6.2 SCOPE



Application Changes are defined as any change to the application that requires an object modification. A Change Request must be

created for all application modifications. There are two ways Change Requests can be created in Service Desk:

New Change Request – enhancements, upgrades, releases, or maintenance changes

Related Item Change Request – where the Change Request is related to an incident

Create change request or create related change request from the existing incident management tickets

Functional analysis of the change request

Functional design and review

Participate in Technical design review

System testing and/or coordinate user testing

Post implementation validations

Review functional analysis

Review and approve functional design

Participate in technical design review

Approve system test completion

Escalation management

Create change request or create related change request from the existing incident management tickets

Technical analysis of the change request

Participate in functional design review

Technical design and review

Development/Unit test

Project migration to testing environment

Testing support

Post Implementation Support

Review and validate change request

Assign change request

Review technical analysis


Review technical design

Code review and approval

Project migration to staging environment


Review and approve technical design

Resource management

Escalation management

ACM process management

4.6.3 DEFINITIONS

4.6.4 ROLES

4.6.4.1 FUNCTIONAL OWNER

4.6.4.2 FUNCTIONAL MANAGER

4.6.4.3 DEVELOPER(S)

4.6.4.4 TECH LEAD

4.6.4.5 APPLICATION MANAGER



End User Testing

Post implementation validations

Requestor of change request

Trigger: Change to Application Required



Application Change Management

Input:Incident- Help desk TicketKnowledge of an error

Functional Requirements

TechnicalRequiremens

Develop Test Implement

Output:- Application is changed and Migrated to Production

ChangeManagement

Process

End UserLevel 2 SupportLevel 3 Support

End User

Figure 4-6 – Application Change Management Process Map

Code migration to production

Resolved change request

Post production validation

Description Measure Target Number of Change Request

Measures change request workload and effectiveness in resolving open change requests

Number of open and resolved change requests

Establish baseline of change request volume. Monitor trend over time.

Target date Measures meeting initial target dates and number of re-schedule target dates

Number of changed Planned End date

Establish baseline of initial target date completion. Monitor trend over time

4.6.4.6 END USER


4.6.6 EXIT CRITERIA

4.6.7 APPLICATION CHANGE MANAGEMENT SERVICE METRICS



Throughout this Guide, reference is made to support levels within the broader organization. The following articles provide a brief

summary of these levels.

The service desk is the heart of IT support. It performs a critical role in the business by ensuring the productivity of personnel across

the organization and communication between IT and the business. To enable this, IT organizations need a service desk solution that

supports ITIL best practices for IT Service Management (ITSM), consolidating the service desk function with the processes that

underpin the efficient delivery and support of services.

Access to Verso Altima Group Global Support Portal link on web address:

https://service.altima.hr/login or

https://service.verso.hr/login

Service Desk is intended to provide:

Single point of contact for Customer support, 24 hours per day, 7 days a week, 365 days per year (24×7×365)

Prompt and reliable responses to Customer Service requests

Accurate, timely and consistent procedures including up-to-date contact matrices and escalation procedures

Upon signature of support contract, customer will provide an authorized personnel list for which an account in Service Desk will be

open. Only authorized customer personnel can open a valid Service Request.

Service Desk provides a way to consult maintenance problem, solve fault, efficient know-how and experience to Customer via

telephone, email and Web. Reported problem will be addressed on a priority basis, and will be quickly and competently responded

and resolved within a defined Service Level Agreement. Verso Altima Group will remain in contact with Customer until the problem

has been fully resolved.

5 SUPPORT ORGANIZATION

5.1 SERVICE DESK

http://www.axiossystems.com/en/solutions/itil/

http://www.axiossystems.com/en/solutions/itsm/assyst-itsm.html

https://service.altima.hr/login

https://service.verso.hr/login



Figure 5-1 – SAP Solution Manager Service Desk Functions

In case that a request is not performed in accordance with the following paragraph rules, it shall be regarded null and void:

SR can be reported only by an authorized contact person of the customer;

In case of reporting a fault within standard working time a fault reporting is completed for the customer with the

receipt of an e-mail notification from TSC ticketing system. The time limit for fault recovery starts running at the

moment of receipt of an e-mail notification;

In case of reporting a fault out of working hours, a fault report shall be official if the customer further to a receipt

of an e-mail notice, notifies of a fault an engineer on duty by phone call to TSC.

While submitting the case, the customer should be ready to answer to the TSC when asked about the support agreement number,

part number and the serial number of the equipment involved.

Verso Altima Group are using SAP Solution Manager Service Desk an comprehensive, integrated and modular IT Service Management

tool spanning the complete IT service, asset, project and financial management lifecycle the enable IT organization to run more

efficiently and rapidly evolve to meet ever challenging business requirements.

SAP Solution Manager Service Desk giving us ability and support our current ITIL maturity and IT Service Management Strategy as

well as meet our future requirements and strategies to adopt ITIL best practice which can improve the overall quality of IT services.

SAP Solution Manager Service Desk is developed in alignment with ITIL® best practices framework (holds all 15 ITIL v3 process

certifications from PinkVERIFYTM), offers an integrated, modular suite of solutions to help our support organization to be focused on

productivity and efficiency while seamlessly delivering high quality service and providing continuous improvement.

Service Strategy

Service Catalog

Service Level

Availability

Service Design

Budgeting

Monitoring

Continuity

Service Portfolio



Service Transition

Change

Release

Knowledge

Configuration

Service Operations

Service Desk

Event

Incident

Problem

Request

Figure 5-2 – Levels of support

Self Service support also called Zero Level support is name for a support concept, which means that web-based self-service is used

as a step before the traditional First line support.

For the user or customer, Zero Level support means that the web support becomes the natural first contact point. Instead of being

met first by a support person, customer seeks help and move on from a web-Based support service.

The advantage of Zero Level support arises from identifying more routine and recurring tasks and by producing simple guides that

solve these problems. As soon as a guide is created and published in the web-Based self-service function it becomes accessible for

an unlimited number of users. A Service desk providing first-rate services for this purpose has knowledge concerning the most

common questions. It can work proactively and offer users simple and clear web-Based instructions within appropriate areas and

selected services.

Self-service portal is also used as communication channel with Verso Altima Group 1st Level support staff and for tracking all issued

incidents and service requests.

Self-service portal can be accessed on https://service.altima.hr/login .

Customer Web-Based Self-Service Support web is operated using the English language.

The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to

restore a failed IT service as quickly as possible. The first job of a Tier One specialist is to gather the customer’s information and to

determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. If no ad-hoc solution can be

achieved, 1st Level Support will transfer the Incident to expert Technical Support Groups (2nd Level Support). 1st Level Support also

processes Service Requests and keeps users informed about their Incidents' status at agreed intervals.


Responsible for recording, classifying, matching, and routing incidents


2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. This is a more in-

depth technical support level than 1st Level, containing experienced and more knowledgeable personnel on a particular product or

service in order to do hardware/software repair, diagnostic testing, and the utilization of remote control tools used to take over the

5.2 SUPPORT LEVELS

5.2.1 WEB BASED SELF SERVICE SUPPORT (L0)

5.2.2 LEVEL 1 SUPPORT (L1)


http://www.comaround.com/the-concept/this-is-web-based-self-service




user’s machine for the sole purpose of troubleshooting and finding solutions. Assisting 1st Level Support personnel solve basic

technical problems and investigating elevated issues by confirming the validity of the problem and seeking for known solutions

related to these more complex issues. If necessary, it will request external support, e.g. from software or hardware manufacturers.

The aim is to restore a failed IT Service as quickly as possible. If no solution can be found, the 2nd Level Support passes on the Incident

to Problem Management.

Provides business/functional support




Escalate incidents as required

3rd Level Support is typically located at hardware or software manufacturers. Its services are requested by 2nd Level Support if required

for solving an Incident/Problem. The aim is to restore a failed IT Service as quickly as possible and according to SLA.

Provides technical support

R&D function for Software




Provide fix, patch

Hardware repair or/and replacement according to RMA procedure




The Verso Altima Group Support Centers have been established to provide Customers with a 24x7x365 support communications

channel for SRs support.

Support Coverage

Address Hours of Operation*

Method of Access Languages supported

Product supported

Worldwide Horvatova 80A

HR-10010 Zagreb Croatia

Working hours or

365/24/7

+385 1 6596699 [email protected]


Croatian English

Complete Verso Altima Group product

portfolio

* Hours of Operation depend on support contract terms and conditions agreed.

In addition to the Verso Altima Group Global Support Center (GSC), support for all Verso Altima Group Customers may be provided

in collaboration with the personnel located in our Regional Support Center.

Furthermore, staff from other Verso Altima Group regional offices may participate in Customer ticket resolution process where

appropriate, but Verso Altima Group Global Support Center (GCS) and Regional Support Center (RSC) are the only entry points for

any Support-related issue.

Support Coverage

Address Hours of Operation*

Method of Access Languages supported

Product supported

Slovenia Dunajska cesta 116

1000 Ljubljana Slovenia

Working hours or

365/24/7

+386 1 436 04 60 [email protected]


Slovenian English

Complete Verso Altima Group product

portfolio

* Hours of Operation depend on support contract terms and conditions agreed.

6 CONTACT

6.1 VERSO ALTIMA GROUP GLOBAL SUPPORT CENTER (GSC)

6.2 VERSO ALTIMA GROUP REGIONAL SUPPORT CENTER (RSC)





Escalation can take place at any time and at any support level in the resolution process, as defined in the Service Level Agreement.

Escalation assists in the timely resolution of an SR. An escalation is often an automated notification Based on SLA clock, and can be

initiated by the customer, service desk or judgment of engineer working on SR. There are two types of escalation and they are both

implemented into Verso Altima Group Support and Maintenance Services.

Functional escalation – involving personnel with more

specialist skills, time or access privileges to solve the incident.

It includes both internal and external (vendor 3rd level

support) escalations.

Vendor escalation rules – the point in time when support

engineer escalates to 3rd level vendor support depends on:

Incident priority

Judgment of engineer assigned on ticket

For P1 incidents support engineer can escalate to 3rd level vendor support if already 50% of Remedy Time has elapsed since customer

reported the incident and there is no guarantee that a solution or workaround will be found within committed Remedy Time. For

Premium+ SLA that is 2 hours, for Premium SLA 4 hours, and for Standard SLA 6 hours.

For P2 incidents support engineer can escalate to 3rd level vendor support only after 75% of Remedy Time has expired and no

workaround or solution is on sight. For Premium+ SLA that is 6 hours, for Premium SLA 15 hours and for Standard SLA 2.5 working

days.

For P3 incidents support engineer can escalate to 3rd level vendor support only after 100% of Remedy Time has expired and no

workaround or solution is on sight. For Premium+ SLA that is 5 working days, for Premium SLA 10 working days and for Standard SLA

15 working days.

P4 incidents are not escalated to 3rd level vendor support.

Escalation earlier than these times can be done only upon approval of team leaders or CTO/COO.

Tracking of tickets escalated to vendors is done by setting specific field in Service Desk.

Rules for vendor escalation

Time for opening the 3rd level vendor incident ticket, measured from the moment of opening an incident ticket by customer in Verso

Altima Group Service Desk.

Priority Premium + Premium Standard

P1 2 hours 4 hours 6 hours

P2 6 hours 15 hours 2.5 working days

P3 5 working days 10 working days 15 working days

7 ESCALATION PROCESS

7.1 FUNCTIONAL ESCALATION



Hierarchical escalation – involving a higher level of organization authority, when it appears that the current level of authority is

insufficient to ensure that the SR will be resolved in time and/or satisfactorily. Hierarchical escalation takes place during the resolution

process, when it is likely that the SR will not be resolved within the target time as specified in the SLA. A matrix based on failure and

service request resolve times is used as a basis for determining hierarchical escalation points.

Automatic escalation procedure – two levels of automated escalation procedures are implemented in Service Desk. Notification is

done in form of e-mail message with all important information. Rules are set as follows and are dependent of incident priority and

customer SLA levels:

First level escalation – if incident ticket has reached 50% of its Remedy Time defined by SLA, e-mail notification is

dispatched towards Manager of support group handling the ticket at that time.

Second level escalation – if incident ticket has reached 75% of its Remedy Time defined by SLA, e-mail notification

is dispatched towards Support and Maintenance Services Manager.

In some cases, it may be necessary for customers to contact the Service Desk to advice of a change in status, escalate the urgency of,

or contest the resolution of an incident.

The Customer may escalate an issue as per the applicable Escalation SLT if Verso Altima Group has not met the applicable pre-defined

Response Time, Status Update, Remedy or Permanent Resolution SLT as defined in the Guide.

Such escalation is made by contacting the Global Support Center and informing Verso Altima Group thereof.

All escalated issues will then be addressed by the Global Support Center, and escalated accordingly with in Verso Altima Group. In

such cases, the customer should be advised of the following escalation path:

1st Escalation = Verso Altima Group Service Desk

2nd Escalation = Verso Altima Group Support and Maintenance Services Manager

3rd Escalation = Verso Altima Group Director

7.2 HIERARCHICAL ESCALATION

7.3 CUSTOMER ESCALATION



The Customer and Verso Altima Group will establish a common working group. These working groups will/may held regular Operation

Review Meetings on a monthly basis unless otherwise agreed to assist the Customer to continually improve their Performance and

provide quick resolution to Equipment anomalies.

Results shall be agreed and, if necessary to improve Performance, major failings shall be escalated for higher level resolution.

The Customer and Verso Altima Group may meet on a regular basis to review the Performance of both Parties of their respective

obligations within the scope of this service contract. Usually, this Service Review meeting shall take place on quarterly basis unless

otherwise agreed. Objectives are e.g. to resolve disputes, disagreements and defaults which may arise.

At this review e.g. Availability, times of Fault resolution, numbers of Faults and operational problems shall be reviewed and data

reconciliation shall take place between the Customer and Verso Altima Group.

SRM participants shall be responsible for the complete handling of the performance related support process like detailing of KPI

definitions and the related monitoring methods. Measurements shall be based on statistics either provided by the Customer or by

Verso Altima Group and shall continue to use the same methods of measuring for consistency. These statistics and measuring

methods shall be mutually agreed on the SRM’s.

All the above mentioned statistics shall be in an understandable form, in a graphical format as well as provided with absolute figures.

Once the statistics are agreed, then if targets as defined in this document are failed, the Customer shall discuss with Verso Altima

Group the actions to be taken to return to the targets and agree on a time plan for these actions.

8 REVIEW MEETINGS

8.1 OPERATION REVIEW MEETING (ORM)

8.2 SERVICE REVIEW MEETINGS (SRM)



Depending on the nature of the solution deployed, typically Support and Maintenance Services will/may comprise the following

services:

Software Services

Software Maintenance - Emergency Service

(Remote/Onsite Support)

Problem Resolution / CSR Handling

Technical Query

Software Updates Delivery

Advanced Software Maintenance - Optional

Proactive SW Maintenance

Software Change Management

Software Update Installation - Optional

SW Change Planning & Support - Optional

Software Change Testing - Optional

Hardware Services

Remote Troubleshooting

HW Repair and Replacement

Return For Repair Service

Advance Hardware Replacement

On-Site Hardware Replacement*

Spare Stock Handling

Pro Proactive Hardware Maintenance**

Onsite Troubleshooting**

Equipment Health Check**

* Third Party Hardware Vendor Support and Maintenance

** Not part of standard Verso Altima Group Hardware Support and Maintenance Service

Final scope of Support and Maintenance Service and SLT will be defined within support contract according to Customer specific needs

and demands.

In critical operating situations seriously affecting system or services availability, emergency support is available to the Customer 24

hours a day, 7 days per week. The Verso Altima Group specialists are available 24 hours a day, 365 days a year and answer the

Customer’s emergency call as soon as possible within the defined time frame.

The main objective of this service is to keep the Customer’s systems running and to restore the system operation as soon as possible

to minimize revenue loss. According to an escalation strategy and guaranteed response times, the VERSO ALTIMA GROUP Global

Support Emergency Support team work together with the Regional Service specialist and Customer on-site groups in order to provide

Emergency Service around the clock for emergency situations.

Regional Service will be responsible for controlling activities during this stage until resolution or next stage of escalation. If the system

is not re-established after a defined time, the failure is escalated to the next higher service level. The Global Support Center will take

over control and responsibility of the problem resolution process until the Customer network service is restored.

Global Support Center has the authority to call upon all the necessary Verso Altima Group resources in all technical and development

departments. Emergency case for Vendor subsystems will be raised to Verso Altima Group Service Desk and then immediately routed

to Vendor Support organization. When the Emergency service is initiated all customer involved persons and management are kept

informed and updated regularly until the emergency situation is resolved. To provide clear and fast information flow, Verso Altima

Group specialist will organize teleconference between all involved parties (Customer-Vendor- Verso Altima Group) on Customers’

request.

To initiate the emergency support during and outside of regular business hours, a project-specific communication path (e.g.

ServiceDesk, mobile or fixed phone) is allocated.

It is important that when an Emergency/ Critical Error in the Software or/and Hardware is brought to Verso Altima Group‘s attention

by sending an email or logged via Service Desk web site, the Customer MUST ALSO contact the Global or Regional Support Center by

telephone and advise them that the Service Request is logged as Critical. Failure to do so will result in the SR being treated as a High

impact priority until the Customer contacts the Global or Regional Support Center by telephone to confirm the impact designation of

the SR is that of Critical.

9 SCOPE OF SUPPORT AND MAINTENANCE

9.1 SOFTWARE SERVICES

9.1.1 SOFTWARE MAINTENANCE – EMERGENCY SERVICE (REMOTE/ON-SITE SUPPORT)



The problem description provided will be analyzed, evaluated, if possible reproduced and verified. Verso Altima Group strongly

recommends to the Customers to ensure a secure and controlled Remote Access to the relevant system for the Verso Altima Group

Emergency Support team. A remote access for the Verso Altima Group system experts is recommended to guarantee quicker service

restoration.

After the service restoration the Customer has to acknowledge that the system operation is restored. The Emergency ticket has to

be closed and the root cause analysis of the problem shall be investigated as a Priority 2. Upon successful completion of the

Emergency service the respective fault report will be generated automatically by the Verso Altima Group Support team with a Priority

1 error message to determine the cause of the occurred incident and to ensure recovery it in the future. After normal system

operation is restored, the Verso Altima Group specialists has to send a detailed written notification (via mail) report describing the

history of the escalation, the procedure how the system operation was restored, describe preventive measures (if necessary), state

the root cause of the incident.

The Verso Altima Group has the obligation to inform the Customer in case of independent incident detection.

Deliverables:

Availability of Verso Altima Group Emergency Support experts 24/7

Provision of an Initial Response within the defined Response Time

Provision of service restoration

All Customer personnel and management involved are kept informed and updated regularly until the Emergency is resolved

A final Emergency report will be provided by Verso Altima Group Support Team

If local expert support is required to solve the problem, Verso Altima Group sends the required expert to the corresponding

location.

After restoration the Emergency Ticket has to be closed, and Problem ticket opened as a Priority 2 (if needed)

Submission of Software defects to the fault management process

Share of Responsibilities:

Issue Verso Altima

Group Customer

Initiative call via a defined Emergency phone number R

Provision of information: Customer name, contract number, affected system / technology, person to be contacted, description of the situation incl. start time of the fault

A R

Provision of service engineers on duty 24/7 and Return call within the Initial Response time

R

Continuous remote/onsite support of Customer’s personnel, until operation is restored

R A

Transfer of the Emergency Problem ticket to Problem resolution service, if the Restoration of system operation does not provide a Final Solution of the Emergency incident

R

Confirmation of system Restoration and closure of ticket R

R: Responsible, A: Assistance

The Incident/Problem Resolution Service offers customers support and assistance to resolve technical problems and malfunctions on

the Customer's systems and/or network elements assigned as Priority 2, 3 and 4.

The Customer reports the problem via the Verso Altima Group Service Desk and Technical Support Expert will be assigned to initially

investigate and analyze the problem and will be assigned as a point of contact for the Customer to investigate the incident and liaise

with the customer throughout the duration of the problem. The Verso Altima Group Support Expert uses his full scope of expertise,

experience and knowledge to isolate the problem and provide a solution within the defined period of time.

A problem ticket will be opened and a Technical Priority will be assigned according to the Customers request, based on guidelines for

priority assignment given. The Customer will be asked for all details, including all necessary symptoms, information, system

configuration, etc.

The problem description provided will be analyzed, evaluated, if possible reproduced and verified. Remote access to the affected

Software and/or Hardware and/or System for the Verso Altima Group system experts is recommended to guarantee the resolution

times according to the SLT.

9.1.2 SOFTWARE MAINTENANCE - PROBLEM RESOLUTION / CSR HANDLING



The Customer will receive regular updates regarding the progress of the problem investigation.

An acceptable workaround solution will be offered for a transition period until the final correction is attained.

The procedure for handling the fault reports, processing times, and correction measures depends on the technical priority assigned

to the problem. For high priority faults, corrections shall usually deliver immediately. Low priority fault reports are cleared in

subsequent system versions.

A qualified statement and final corrective measure will be made available within the agreed response and resolution times.

The Verso Altima Group proposes a corrective action, the Customer has to confirm the implementation of the corrective action and

agree on a time schedule for the implementation. The associated problem ticket will then be closed along with the acceptance of the

customer of the resolution provided.

The Verso Altima Group technical support is available during normal local country working hours. Outside of these hours, problem

reports will be passed to the Verso Altima Group engineer on duty.

The Verso Altima Group has the obligation to inform the Customer in case of independent fault detection.

Deliverables:

Confirmation of the support case submission

Process milestone notifications

Access to technical expertise and problem analysis techniques

Technical Priority Guidelines (if available for the Equipment)

Problem progress reports to the point where a solution is delivered

Backup support by VERSO ALTIMA GROUP and its partners’ research and development groups

Provision of a Workaround if applicable

Provision of a Final Solution / Correction


Issue Verso Altima Group

Customer

Initiation of a problem ticket, assigning a priority level R

Delivery of instructions and templates for gathering of information R

Collection and report of all error symptoms available and necessary for further analysis

A R

Evaluation of the problem ticket, priority check R

Request of additional symptoms if necessary R

Provision of a first response within the Initial Response Time R

Case analysis Based on error symptoms, if necessary verification on test systems

R

Provision of a Final Solution/Correction or answer within Final Correction Time. R

Installation of Final Solution/Correction or corrective measures R

Verification of the statement and/or the Final Solution/Correction R

Ticket closure confirms Final Solution/Correction R


The service is available for technical and operational queries during normal local country working hours. If the query is placed via

phone or e-Mail before the end of working time, in case of a high priority query decided by the Customer, working time may be

extended.

The Technical Query Service provides a flexible way for the customer to present technical questions and exchange information with

regard to the Verso Altima Group, resulting in remote support and analysis together with written responses. It gives the customer

access to the Verso Altima Group Technical Departments so that technical and operational questions and enquiries regarding normal

operational issues are addressed together with the relevant areas of the Verso Altima Group expertise. The Queries are logged on an

agreed priority-level basis and are quickly and competently answered within defined time periods. The expert remains in contact

with the Customer until the query has been fully resolved.

A combination of Local, Regional and Central Technical Support together with product development areas will analyze and evaluate

the query and formulate a qualified response. They will provide a prompt and qualified answer to the customer, in writing, within

the defined time frame.

9.1.3 SOFTWARE MAINTENANCE - TECHNICAL QUERY



On receiving the response to their query, the Customer’s enquirer will check the reply and confirm to the Verso Altima Group

technical support that they are satisfied with the answer and the open query can then be closed.

Verso Altima Group Technical Expert will be appointed as the designated point of contact throughout the process until a final answer

is accepted. The customer will be kept informed regularly with regard to the status of the query. The output from the Technical

Query are answers or recommendations delivered to the Customer by phone (should be confirmed in written form), Web Service

Desk or electronic mail. The Verso Altima Group Technical Expert remains in contact with the Customer until the query has been fully

solved.

The Technical Query service shall not be used for Fault Reporting.

If during the clearance of a query the Verso Altima Group technical support concludes that a fault occurred on the respective system,

the Customer will be informed as soon as possible. In this situation the Technical Query has to be closed and a Fault report has to be

opened.

Deliverables:

Access to technical and system expertise in English language or local language where available

Single point of contact designated until the Final Answer is accepted

Regular status updates on the progress of the query until Final Answer


Issue Verso Altima Group Customer Initiation of the ticket, assigning a priority level R

Provision of the necessary information for analysis (e.g. affected systems/technology)

R

Provision of a First Response within the Initial Response Time R

Analysis and request for additional information, if necessary R

Provision of a Final Answer within the defined Response Time R

Ticket closure confirms acceptance of the Final Answer R


The Proactive Software maintenance includes activities for preventing of outages or degradation of service performance by detecting

of system bottleneck points (e.g. DB performance, Operating system issues, network optimization,…), security issues etc. Verso Altima

Group shall deliver to Customer results of periodically audit of deployed system (at least quarterly) with all findings and action plan

to solve all issues.

Deliverables:

Availability of Verso Altima Group Software Support experts 24/7

Periodically audit of deployed system

Detailed report of findings which could cause system outages, performance issues and security breach

A final action plan for solving all issues


Customer

Perform periodically audit of deployed system R

Deliver detailed audit report with action plan R

Maintenance window and support for implementation of agreed correction R

Verification of the statement and/or the Final Solution/Correction R R

9.1.4 ADVANCED SOFTWARE MAINTENANCE – OPTIONAL*

9.1.4.1 PROACTIVE SOFTWARE MAINTENANCE

9.1.5 SOFTWARE CHANGE MANAGEMENT

9.1.5.1 SOFTWARE UPDATE INSTALLATION



The Software Update service means the delivery of software update package. For the purpose of rectifying the software / firmware

errors in the system Verso Altima Group will provide the following services:

preventive software updating,

urgent software updating

If the Software, Firmware and Hardware fault will be noticed by the Verso Altima Group, the Customer will be informed as soon as

possible.

The preventive software updating means the preparation, testing and installation of the correction packages. Verso Altima Group

will deliver to Customer packages for preventive system updating in accordance with Verso Altima Group and/or Third Party Software

and Hardware Vendor global SW and FW update strategy. For a quality support of the system, Verso Altima Group shall prepare and

do a successive delivery of preventive packages in accordance with detailed SW update time plan that shall be made by Verso Altima

Group and/or Third Party Software and Hardware Vendor and delivered to Customer for advancing 12 month period.

Possible changes in the functionality of single parts of the System resulting from the package replacement Verso Altima Group will

discuss with Customer, and Verso Altima Group shall request a written consent regarding these changes.

The Service consists of two activities:

SW Update Delivery (as part of Software Maintenance)

SW Update Installation (as part of SW Change Management)

The Verso Altima Group may perform regular periodical checks on the system as part of preventive update services. The scope of the

check is to confirm that the HW, FW and SW status of the system is in accordance with the latest Third Party Software and Hardware

Vendor recommendation. Report has to be sent to Customer on regular basis.

Software and Firmware releases are provided to the Customer on a regular basis. This applies to software and hardware updates and

correction modules (so-called patches or patch-sets) issued by the Verso Altima Group or Third Party Software and Hardware Vendor

to correct reproducible defects in the system within a software release.

Fault corrections are recorded for all system versions used. This information is stored in a central database so that important project-

relevant corrections can be recognized and delivered before the SW error occurs in the specific project.

Software, firmware and hardware releases are announced via the corresponding modification documentation and contains

implementation instructions and user documentation.

If the relevant update/correction is applicable for the Customer system, the Customer is presented with a time schedule for Plan

Work Activity (PWA) and later execution of the update/correction. After the schedule is confirmed, the update/correction is

performed by the Verso Altima Group.

No update/correction can be performed without a clear approval from the Customer.

This service module provides Software Update packages addressing faults identified within other projects worldwide. Verso Altima

Group recommends installing all updates as soon as they have been delivered to give the system the highest stability. Software

Updates may be available regularly or periodically by Verso Altima Group and/or Third Party Software and/or Hardware Vendor.

Corrections released by the development department, after the system tests, are assembled according to dependencies, function, or

quantity and deployed as a delivery package. One delivery package can contain more than one revision. Before a correction delivery

is released for field implementation, the correction package and implementation procedures are tested on the test system. Verso

Altima Group and Third Party Software and Hardware Vendor design installation procedures for the updates.

The Verso Altima Group has to deliver the update documentation containing a description of the delivered corrections, improvements

and enhancements deployed with the particular update together with the information if there is a system interruption and the

predicted time of interruption.

Deliverables:

Regular delivery of Software Update packages

Before release to Customer, the Software Update packages are tested on Verso Altima Group test-beds. Optional Customer

specific testing can be organized

Release documentation for each Software Update package describing all improvements and corrections and installation

procedures in electronic format

9.1.5.2 SYSTEM UPDATE

9.1.5.3 DELIVERY OF THE SW UPDATE





Customer

Test and release of Software Updates (corrections) R

Delivery of Software Updates R

Confirmation of receipt of the Software Updates R

Confirmation of Software Update implementation R


For each Update the VERSO ALTIMA GROUP will provide a detailed written procedure comprising all working steps which must be

performed before, during and after each of these measures. The procedure shall be delivered with the correction package. The Verso

Altima Group hand over to the Customer a delta list with all data which will be changed with the installation. The procedure shall

also comprise all necessary working steps to fall back to the previous Software and/or Hardware version.

The Customer has to approve the implementation and proposed time schedule of the delivered update/corrections. If the Customer

decides not to install the corrections, problems that occur due to missing updates are not considered system faults.

The Verso Altima Group performs the installation and commissioning of all software, hardware and firmware releases on-site

promptly after the Customer's PWA approval. Telephone support for the correction installations is available 24 hours a day and 7

days a week as part of the Emergency Service.

Deliverables:

Agreed scope, list of planned Software corrections

List of agreed prerequisites

Software change test plan

Specification of (Software change related) Hardware requirements

List of needed documentation, procedures and tools

Customized installation manual including related implementation checklists

Implementation strategy

Acceptance criteria

Schedule of installation

Responsibilities matrix

Initial resource plan

Progress reporting plan

Initial downtime plan

Competence transfer plan suggestion

Schedule and sequence of the deployment rollout, including pilot deployment / competence transfer

Share of responsibilities table

Communication channels and project management structure

Support plan including escalation plan

Recovery and contingency plan

Competence transfer plan

List of the change deployment documentation and checklists

Progress reporting

Follow-up reporting with KPI criteria definition

Share of Responsibilities: Software Change Planning & Support

Issue Verso Altima Group Customer Provide the agreed service within the specified lead-time to Customer R

Provide Verso Altima Group personnel unlimited access to all Customer’s locations, network elements, systems and databases so they can fulfill their obligations The access is not granted for restricted areas and data.

R

Provide customization details over solutions under scope with responsible parties and their contact information

R A

Provide sufficient information on interfacing third party systems and solutions R A

9.1.5.4 SOFTWARE CHANGE PLANNING & SUPPORT - OPTIONAL



Provide generic test and acceptance criteria information R A

Provide information on available resources including available funds in order to decide on the installation strategy and/or means of execution etc.

R

Provide information on issues affecting the installation rollout schedules network freeze times, maintenance windows, other current rollouts and other scheduled O&M tasks

A R

Provide existing plans for expansion, new service introduction schedules and so on. A R

Responsibility for arranging a service kick-off meeting R A

Provide a detailed Software change plan R A

Arrange regular follow-up meetings R A

Provide periodic progress reports R


On the Customer request the Verso Altima Group will support the Customer in testing the Update in the Verso Altima Group or

Customer test bed or demonstrate to the Customer that the Update will run properly.

9.1.5.5 SOFTWARE CHANGE TESTING - OPTIONAL



HW Support and Maintenance Services include processing of all corrective maintenance activities. The scope of HW Support and

Maintenance Services will be defined in SLA and may consist of:

Remote Troubleshooting

HW Repair and Replacement

O Return For Repair Service

O Advance Hardware Replacement

O On-Site Hardware Replacement*

Spare Stock Handling**

Pro Proactive Hardware Maintenance**

Onsite Troubleshooting**

Equipment Health Check**

* Third Party Hardware Vendor Support and Maintenance

** Not part of standard Verso Altima Group Hardware Support and Maintenance Service

There are two methods of Remote Troubleshooting, phone support and remote access. If the fault or problem cannot be handled

through phone support, with Customer permission, Verso Altima Group will log into the faulty equipment through a remote terminal

to collect data, investigate and effectively rectify the problem.

Hardware Return for Repair Service is service that the repaired or replacement parts will be shipped to Customer usually within 30

days after Third Party Hardware vendor receives the defective parts at the designated Third Party Hardware vendor site.

The HW received from the Third Party Hardware Vendor has to be with an equal or a newer revision than the one delivered to the

Verso Altima Group, if not specifically agreed otherwise.

Hardware Replacement service will provide replacement units in exchange for Faulty Units. The service may builds upon a correct

combination of spares owned and kept by Customer and/or Verso Altima Group, for mandatory requested turnaround times

guaranteed.

Hardware Replacement service may be contracted in two ways:

Customer will be responsible for packing and handover the relevant Faulty Unit to Verso Altima Group on Verso

Altima Group location. Upon the reception of Customer’s Faulty Unit, new unit will be placed at disposal to

Customer within agreed timeframes.

Verso Altima Group will replace the Faulty Unit with Service Unit on Customer location if such a service is

contracted (On-site Advanced replacement) within agreed timeframes.

Three types of repairs are defined according to level of significance:

Level 1 – important system parts

Level 2 – less important system parts

Level 3 – phased-out system parts

The units damaged due to improper handling by Customer will be replaced with new units and all costs bared by the Customer.

Spare log HW are going to be at all-time owned by the Verso Altima Group or Third Party Hardware Vendor. Verso Altima Group is

obliged to keep these HW up to date with the same type as installed in the live Customer premise. Location of Verso Altima Group

owned spare log HW shall be at Verso Altima Group or Third Party Hardware Vendor premises.

9.2 HARDWARE SERVICES

9.2.1 REMOTE TROUBLESHOOTING

9.2.2 HARDWARE REPAIR AND REPLACEMENT



Deliverables:

On receipt of defective FRU (Field Replaceable Unit) at nominated Verso Altima Group support center a replacement FRU will

be dispatched to Customer according to the agreed service level. In case of contracted On-Site Advanced replacement service,

Verso Altima Group will provide FRU in advance On-Site and handover the relevant Faulty Unit from Customer.

The return transportation of a fully functional FRU to the predefined Customer Delivery Point

Verso Altima Group will regularly report to Customer metrics on the performance of this service including information about

FRU failures following repair of the FRUs

Warranty for repaired or replaced FRUs (covering parts and workmanship) will either be 90 days or the remaining initial

Equipment warranty period or maintenance service, whatever is longer. The repair warranty begins from date of arrival at the

Customer site.


Issue VERSO ALTIMA GROUP

Customer

Request for Replacement: order by e-mail, WEB or phone R

Request for Replacement Confirmation - Customer will receive the relevant Return Material Authorization Number (RMA), respectively a reference ID

R

Identification and removal of defective FRU on site R

Packing and courier of defective FRU to Delivery Point (responsibility depends about service level)

A R

Handover of the replacement FRU and send it to Third Party Hardware Vendor R

Installation of a fully functional FRU on site* R R

Storage of the replacement FRU in Customer's or VERSO ALTIMA GROUP location R R

Definition of the Delivery Point R

Provisioning of a performance statistic report on a regular basis R


*responsibility will be defined in support contract

Time for response shall correspond to the turnaround time agreed for the Hardware Support and maintenance Service, and not for

the Problem Resolution Processing Service.

The same procedure shall apply to the replacement of faulty equipment owned by Customer (if the affected Hardware does not exist

in the dislocated spare pool).

For each delivery the handover protocol will be issued and signed on the behalf of both parties.

Accumulation of faulty equipment should be avoided, i.e. spare log replacement and filling up dynamics should be respected in order

to replace, repair, and return faulty tags to the respective site as soon as possible in accordance with Third Party Hardware Vendor

policy.

The Proactive Hardware Maintenance include activities for preventing of outages or degradation of service performance by detecting

of potential hardware failures by periodically audit HVAC (Heating, Ventilation and Air Conditioning) conditions of deployed

hardware, deliver of hardware component firmware revision updates and upgrades, hardware health check etc. Proactive hardware

maintenance is not a part of standard maintenance service and must be purchased separately.

Deliverables:

Availability of Verso Altima Group Hardware Support experts 24/7

Periodically audit of deployed hardware

Detailed report of findings which could cause system outages, performance issues

A final action plan for solving all issues

Issue VERSO ALTIMA GROUP

Customer

Perform periodically audit of deployed hardware R

Deliver detailed audit report with action plan R

9.2.3 SPARE PART MANAGEMENT (ALTERNATIVE TO HW REPAIR AND REPLACEMENT)

9.2.4 PROACTIVE HARDWARE MAINTENANCE - OPTIONAL



Maintenance window and support for implementation of agreed correction R

Verification of the statement and/or the Final Solution/Correction R R

R: Responsible

If Customer has purchased On-Site Troubleshooting Service and has an equipment fault that cannot be effectively rectified through

remote technical support and if the problem cannot be resolved without replacing the Hardware, Verso Altima Group will assign

experienced technical support engineer to Customer site within the time period defined in the SLA to analyze, develop a solution and

rectify the fault on site.

The Customer and/or Verso Altima Group engineer will replace the Hardware and rectify the fault to restore the system. After

replacing the hardware, Verso Altima Group ROUP will take the defective equipment and send it back to Third Party Hardware

Vendor.

If Customer has purchased Equipment Health Check Service and Verso Altima Group check and analyze the configurations and

operation status of equipment covered by SLA, as stipulated in the SLA and develop a report of the check results. After problem and

potential risk are identified, Verso Altima Group will propose a solution to ensure that Customer equipment operate safely and

efficiently. After health check is completed, Verso Altima Group will submit the equipment Health Check Report to the Customer.

9.2.5 ON-SITE TROUBLESHOOTING - OPTIONAL

9.2.6 EQUIPMENT HEALTH CHECK - OPTIONAL



None of the Support and Maintenance Services detailed in this Guide shall include the following services which are excluded and do

NOT form part of the Support and Maintenance Contract obligations by Verso Altima Group:

If, after two hours of providing Support and Maintenance Services and/or it is determined by Verso Altima Group after investigation

that a reported Error is not an Error with the Software or/and Hardware for which Verso Altima Group is providing Support and

Maintenance Services, then Verso Altima Group reserves the right to charge the Customer for any a assistance or services provided

by Verso Altima Group with regard to such issue or problem at Verso Altima Group’s current and applicable Support and Maintenance

Contract hourly/daily rates.

The following examples defined below are explicitly excluded from all Support and Maintenance Services deliverables described in

this Guide:

Support of problems, errors or performance degradation due to the incorrect configuration of Software by the Customer, its

employees, agents, contractors or any Third Party.

Support of problems or errors due to willful misuse, negligence or the corruption, deletion or movement of Software and/or

Hardware including any modifications or changes made to delivered Software and/or Hardware by the Customer, its employees,

agents, contractors or any third party.

Support of problems or errors due to other Software and/or Hardware not included in Support and Maintenance Services. All

observations or problems due to such Software and/or Hardware must be directed to the relevant Software and/or Hardware

provider directly by the Customer.

Support of problems or errors reported on non-Supported Maintenance Releases of the Software.

Queries, Errors or Problems deemed to have arisen due to operating environment, Software and/or Hardware (not included as

part of the Support and Maintenance Contract scope).

Administration or operation of the system, databases or the software and correction of problems that result from user error of

the same.

Support and Maintenance Services for Software that does not have a valid license or sublicense, or has a license which has been

breached.

Diagnosis and corrections of problems external to the Software, which includes, but is not limited to: malfunctions in the

Customer’s operating system or other equipment and/or software interfacing to the Software or on which Software runs where

this is not included in the scope of Verso Altima Group Support and Maintenance Services; incorrectly configured network or

tuning parameters; data line noise; external interference; and unauthorized access.

Assistance in installing, moving or assistance in reconnecting relocated Hardware not specified and/or provided by Verso Altima

Group or not included in the scope of Support and Maintenance Services. For such a services, Verso Altima Group will charge a

reasonable fee (typically Based on Support and Maintenance Contract hourly/daily rates), quoted and agreed to by the Customer

in advance.

Problems with services which, in Verso Altima Group 's reasonable opinion, relate to or are caused by Hardware or components

of the Customer's equipment or networks which are external to the Software and not included under Support and Maintenance

Services.

Installation and integration of new versions of the operating system or other Software except as provided within the scope of

the Support and Maintenance Contract.

Participation in routine disaster recovery testing failover testing, or similar testing or planning, environment/network changes,

Hardware upgrades, or the recovery from the consequences of any of the above. Furthermore, the consequences of customer

initiated application restarts, reboots, configuration changes or other similar changes performed outside Verso Altima Group

business hours will not be consider Severity 1 or Critical problems. Such services can be provide as a separate work order if

scheduled in advance and subject to o Verso Altima Group availability. Note, though, that in the event of a disaster occurring on

the Production environment, the Disaster Recovery Environment will become the new production environment and will be

supported as such – as long as the DR Environment is an exact copy of the Production Environment. Support for this environment

will cease once the failed Production Environment is restored to normal use.

Whilst the following Services are excluded, at Verso Altima Group P’s discretion and Based on Verso Altima Group’s commercially

reasonable efforts the Customer will be charged at Verso Altima Group P’s Support and Maintenance Contract hourly/daily

rates or may be subject to additional schedules and terms:

Creation of new Software (either by an Enhancement Request or any other form of request by the Customer)

10 SUPPORT AND MAINTENANCE SERVICE EXCLUSIONS

10.1 EXCLUSIONS



Participation in Customer's internal processes (e.g., meetings, reports, postmortems, etc.) or assistance in

defining customer business rules

Support of Customer Software

Back-up of the System

Migration or recovery of any type of data

Any type of Onsite Services not included under Support and Maintenance Services

Installation and testing of new Major Releases, Maintenance Releases, Patches and/or Configured Software not

included in the scope of Support and Maintenance Services

Network Appliances or Systems Software re-installation service not included in the scope of Support and

Maintenance Services

Verso Altima Group will not be responsible for attending to, responding to, advising on and/or resolving any of the above excluded

items nor any other problems or issues which are not caused by the Software or Hardware or outside of Verso Altima Group’s control.

Verso Altima Group shall charge all incurred costs in 15 days after their occurrence according to the price list valid in time when costs

were incurred. The customer shall settle such invoice in eight (8) days from the date of its issue.



VERSO ALTIMA GROUP requires the cooperation of the Customer in order for Verso Altima Group to provide quality Support and

Maintenance Services. The Customer, therefore, agrees to provide:

In order for Verso Altima Group to provide high quality service, the number of customer technical contacts may be limited, based on

the pre-defined support and maintenance packages selected by the Customer.

The Customer must provide the initial technical contacts by written notice to Verso Altima Group of their names and contact details

within thirty (30) days of the start of the Support and Maintenance Contract to Verso Altima Group. The Customer may change the

Customer Technical Contacts from time to time upon notice to Verso Altima Group. Customer Technical Contacts must be available

to Verso Altima Group support staff whenever required. The Customer shall provide adequately trained English speaking Technical

Contacts to work with Verso Altima Group who know the location of the Software and Hardware can operate the System, have access

to the appropriate Verso Altima Group Documentation or Customer Documentation, and have access to and are able to operate the

diagnostic Software and equipment.

Any delay in availability of the Customer Technical Contacts or delay in providing a requested response from the Customer Technical

Contact may adversely affect Verso Altima Group’s ability to achieve the Service Level Targets (SLT), and as such Verso Altima Group

response times will be adjusted accordingly.

The Customer must provide permanent remote access to Verso Altima Group to the System in order for Verso Altima Group to fulfill

its Support and Maintenance Service obligations as defined in this Guide.

The minimum requirement for this access is as follows:

At the time of raising a SR which would likely require access to the System, the Customer shall provide a direct

remote access to the System from any of the Verso Altima Group designated support systems. Customer shall

have ensured that there is direct access from the Verso Altima Group support network to the System using

Internet connectivity of sufficient bandwidth to be enable a site-to-site (or net-to-net) VPN Tunnel to maintained

system.

In addition, there must be a voice line provided near the System to enable Verso Altima Group to instruct the

Customer's staff in support actions.

At the time of reporting an SR, Customer will provide Verso Altima Group, without delay, the password for Verso

Altima Group 's user ID, the application’s user ID (if different), and, if Verso Altima Group determines it is

necessary, the root password for the System being serviced. If a SecureCard or other similar device is required to

gain entry, Customer’s representative placing the SR must stay on the line and provide the code as VERSO ALTIMA

GROUP logs into the System. Alternative security arrangements must be mutually agreed to before becoming

effective.

If Verso Altima Group is denied immediate access to the subject System for which Support and Maintenance Service is required in a

manner described in this Guide, Verso Altima Group will be released of any further obligations under the Support and Maintenance

Contract to provide Support and Maintenance Service with respect to the reported Error until such access as specified herein is

granted or alternative arrangements have been effected and agreed.

Customer is not permitted to designate individual Verso Altima Group employees to perform Support and Maintenance Services and

thus require access. Further, Verso Altima Group employees are not required to submit to any personal employee checks, sign any

Customer agreement nor will Verso Altima Group divulge any private data regarding employees who may provide support and require

access to the System.

11 CUSTOMER OBLIGATIONS

11.1 CONTACT PERSONS

11.2 CUSTOMERS TECHNICAL CONTACT ACCESS

11.3 REMOTE ACCESS



Customer, at its sole expense, will furnish a test system to allow for troubleshooting of Errors and testing of any Workarounds and/or

Patches with the Supported Software (the “Test System”). Customer will ensure that the Test System mirrors the production System

as closely as possible.

For the avoidance of doubt, support for a SR raised on a non-production environment(s) is provided at Verso Altima Group’s entire

discretion and is based on Verso Altima Group’s commercially reasonable efforts.

Any changes to the production System that are implemented without first being tested on the Test System will be done at the

Customer’s risk. Verso Altima Group is not liable for any Errors resulting from changes performed on the production System that

were not first performed on the Test System, and the correction of any such Errors is excluded from the Verso Altima Group Support

and Maintenance Service obligations.

Customer accepts responsibility for the security of the System, including all Hardware and Software. For the avoidance of doubt any

subsequent loss of, or damage to, the Software and Hardware is the sole responsibility of the Customer, except where such loss or

damage is solely the result of negligent use of the System by Verso Altima Group. Reconstruction of any part of the System is the

responsibility of the Customer.

The Customer agrees to provide all consumables (such as backup media) as may be necessary for both the Customer and VERSO

ALTIMA GROUP staff to carry out on-site activities described herein.

Customer shall provide for the correction of malfunctions of any Software and/or Hardware components of its systems, which at the

time are not covered by the Support and Maintenance Contract.

Support and Maintenance Services are not provided for Software and/or Hardware under maintenance that has been altered or

modified by an entity other than Verso Altima Group or Verso Altima Group’s authorized representative, including changes made to

the operating environment under which the Software and/or Hardware was originally installed and specified by Verso Altima Group,

or for Software that does not have a valid license or sublicense, or has a license which has been breached.

If Verso Altima Group becomes aware that Customer or a third party has modified the Verso Altima Group supported Software and/or

Hardware or changed the operating environment in such a manner that requires an increase in the level of Support and Maintenance

Services, Verso Altima Group will notify Customer of such an occurrence. Until the parties reach a written agreement regarding

appropriate modifications to the Support and Maintenance Services (including possible price adjustments) to be provided by Verso

Altima Group or Customer restores the Verso Altima Group supported Software and/or Hardware or operating environment to its

original condition, Verso Altima Group shall be relieved of all Support and Maintenance Service obligations as defined in this Guide.

11.4 TEST SYSTEM

11.5 SYSTEM SECURITY

11.6 PROVISION OF CONSUMABLES

11.7 MALFUNCTION CORRECTION OF NON-SUPPORTED COMPONENTS

11.8 MODIFICATIONS TO PRODUCTS OR ENVIRONMENT

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