SERVICE ENGAGEMENT

Service Requests

A Service Request is a formal submission initiated by the Client to request maintenance, enhancements, project work, or moves/adds/changes/deletes (MACDs) related to the managed services provided by Verinext. Service requests cover a wide range of activities, from routine maintenance tasks to more complex enhancements to changes to the existing environment.

Service requests are designed to address operational needs efficiently, allowing Clients to request adjustments, fixes, or upgrades within their current infrastructure. These requests are evaluated and prioritized based on the level of effort, complexity, and urgency, ensuring that critical needs are met while aligning with the overall service scope.

By using the Verinext Client Portal (support.verinext.com), Clients can easily submit and track service requests, ensuring transparency and efficient handling of all technical and operational needs.

Requests for Maintenance

Maintenance requests involve routine updates, patches, or adjustments necessary to ensure the continued functionality and stability of systems. These requests are typically focused on keeping the current environment operational, addressing minor issues, or performing system optimizations. Maintenance activities are considered part of regular managed services and do not usually require significant new development or changes in functionality. Verinext will handle these requests by following the Client’s delivery methodologies, ensuring minimal disruption to ongoing operations.

Enhancement Requests

Enhancement requests involve requests for improvements, upgrades, or the addition of new features to existing systems or services. These requests aim to introduce new capabilities, optimize performance, or improve the user experience. When an enhancement request is submitted, Verinext will analyze the scope and complexity to determine if it can be handled within the current SOW. If it falls outside the scope of Services, Verinext may recommend the creation of a separate SOW to handle the enhancement. The goal of enhancement requests is to align the technology environment with evolving business needs.

Project Work

Project work refers to any planned, large-scale initiatives or activities that are not part of routine operational tasks. These projects typically involve a defined scope, timeline, and deliverables, requiring detailed planning and execution to achieve specific business goals. Examples of project work include system migrations, major software or hardware upgrades, network overhauls, and large-scale implementations. Project work is typically scoped and billed separately from regular operational services or Moves, Adds, Changes, and Delete (MACD) activities, which are defined below.

Under Verinext’s Managed Services Framework, Clients can request from their Account Executive additional services in over and above the Services provided. Additional services can be requested via a Service Request in the Verinext Client Portal. Services are ordered in hourly increments and at an hourly rate of $225 unless otherwise specified by Verinext.

Moves, Adds, Changes, and Deletes (MACD)

MACD tasks refer to routine, operational adjustments made within the existing environment. These are smaller, day-to-day tasks that involve minor changes, such as relocating users or equipment (Moves), provisioning new users or devices (Adds), updating configurations or services (Changes), and removing users or devices (Deletes). MACD work is generally handled as part of ongoing managed services and is scoped within the existing support structure, unless MACD changes are requested in bulk (consisting of ten or more changes at one time) or involve service enhancements as well.

Process to Initiate Service Requests

1. Identification and Submission:

1.1. The Client identifies the need for maintenance, enhancement, project, or MACD and submits it via the Verinext Client Portal as a Request.

2. Initial Analysis and Level of Effort (LOE) Estimate:

2.1. Verinext support team analyzes the request to determine whether it falls within the scope of the Services. If so, and the request cannot be completed within a 30 minute LOE, Verinext will provide an initial Level of Effort (LOE) estimate, outlining the time, resources, effort, and expected completion required to complete the request.

3. Client Review and Prioritization:

3.1. If the Service Request falls outside the Services provided by Verinext, or are project based work, the Client will review the LOE estimate and either approve or decline the LOE.

4. Approval and Scope Confirmation:

4.1. For Service Requests outside of the Services provided by Verinext, upon approval of the LOE, the Client confirms whether the request should be completed within the current SOW or whether a new, separate Statement of Work is required to handle the request.