Service Description Workplace Recovery v1 Service Definition Workplace Recovery v1 Service Description Workplace Recovery v1 Workplace Recovery Contents Service Description 4 Customer Scenarios 7 Planning for the Unexpected 7 De-risking Growth 7 Maintaining Compliance for your Customers and the Market 7 Key Features: Pulsant Workplace Recovery 8 Fully equipped workplace facilities 8 Design and management services 8 Annual testing 8 24 x 7 invocation 9 Standard and bespoke service options 9 Service Dependencies and/or Related Services 9 Management Scope 10 Pulsant Will: 11 The Customer Will: 11 Specific Inclusions and Exclusions 12 Workplace Recovery Chargeable Services 14 Additional Services 14 Service Delivery 14 Service Invocation 15 Testing 16 Security 16 Support Requests 16 Datasheets 18 Workplace Recovery Centres 18 SLA Data - Service 19 SLA Data - Support 19 Standard Availability 19 UK Locations 19 Notice Find out how we can help your organisation: call 0845 119 9911 Certifications Procurement Memberships Partners pulsant.com Service Description Workplace Recovery v1 Service Description Despite the increasing adoption of public cloud services, and the improvements in technology allowing staff to work remotely or while on the move, effective business operations often still rely on co-workers being located within a single site. The Pulsant Workplace Recovery (WPR) Service allows an organisation to mitigate the impact of a whole range of business-affecting issues, such as denial of physical access to office locations as a result of fire, flood, or a loss of power or communications links. Pulsant maintains business continuity suites at eight workplace recovery sites in the north of England and central Scotland, providing fully equipped desktop, network and telephony services. Through both syndicated and dedicated subscription models, Pulsant’s WPR service provides an essential component of an organisation’s Business Continuity plan delivered under a commercially compelling offer. Find out how we can help your organisation: call 0845 119 9911 5 pulsant.com Service Description Workplace Recovery v1 Customer Scenarios Pulsant’s Workplace Recovery can assist in your migration project by providing an assured work space for your staff on a planned basis for the duration of the project. Find out how we can help your organisation: call 0845 119 9911 Planning for the Unexpected Disasters never occur when they are expected. Whether fire, flood or other natural disaster, or loss of communications, utilities or other service, all of these can prevent your staff from reaching their place of work for short or, potentially, much longer periods. Clearly there are benefits in the increasing use of cloud and remote access services for planned business use, however businesses still rely on a core team of staff based in a local, regional, or national office. Should that site be unavailable for short or long periods, the effectiveness of your core team will be reduced unless an alternative can be found quickly. Seeking out new premises at the point of disaster is not an option, and your business effectiveness will be reduced even further while key staff are taken away from their core tasks to source and plan the transition to a new location. Pulsant’s Workplace Recovery Service provides a solution to just these problems through a pre-agreed location, with full facilities, and a full testing regime in place to ensure that even if the worst happens, your business can concentrate on serving its customers effectively from your alternate location. De-risking Growth Unlike the disaster scenarios which are unexpected, growth or change in a business can be planned. Nevertheless, the disruption in migrating staff over any period of time cannot be underestimated. Having an already prepared site for the whole team to operate from while the commissioning of a new site is being completed can mitigate many of the risks in office migration. Pulsant’s Workplace Recovery can assist in your migration project by providing an assured work space for your staff on a planned basis for the duration of the project. Maintaining Compliance for your Customers and the Market When your organisation operates in a highly regulated market with high levels of business continuity compliance required, the ability to continue operation is key. Whether the requirement comes from your own needs, or those of your customers who insist that suppliers meet their standards, the ability to fulfil your obligations becomes mandatory. While taking on additional offices and splitting your staffing geographically may be an option, it often reduces overall effectiveness. Furthermore the cost of maintaining multiple offices may not be worthwhile in the longer term. Pulsant’s Workplace Recovery Service meets those requirements through a syndicated commercial model, with low contention ratios and assured geographic separation of subscribers, providing the same outcome in terms of compliance, but at a significantly reduced cost. 7 pulsant.com Service Description Workplace Recovery v1 Key Features: Pulsant’s Workplace Recovery service includes a range of complementary components, providing the following: Fully equipped workplace facilities Design and The key requirement in any staffed location is the ability to operate as management services closely as possible to “business as usual”. Pulsant’s WPR service provides a fully equipped, ergonomic workstation with a pre-imaged desktop PC, Pulsant’s recovery specialists work with each customer keyboard and mouse. In addition, each WPR suite is serviced with a full to design the service, assist in development of invocation reception facility, welfare facilities such as kitchens and shower facilities, procedures, and agree the protocols required in the and secured parking with dedicated entrance and reception facilities. In terms customer’s identified scenarios. As part of the service, of communicating with the organisation’s customers, the service provides full the approach is validated fully prior to commencement DDI redirect into Pulsant’s telephony platform, with a VoIP handset provided of service, with Pulsant’s teams also providing ongoing on every desk. Finally, in order to assure access to customers, suppliers and core support for periodic testing. IT systems, the service provides a segregated local area network with onward resilient telecommunications over the Internet to external parties and systems. Annual testing While it is important to ensure that an alternative operating Standard and bespoke service options location is available to an organisation in case of disaster In order to minimise the commercial impact of services such as WPR, or denial of access, it is absolutely essential to verify the Pulsant operates its service as standard on a syndicated model, whereby ability to transition quickly, and as seamlessly as possible, customers “share” each reserved seat based upon geographic separation from normal operation into business continuity operation. and a maximum subscription ratio. Where customers’ operations are critical, Whether for a subset of users or for a full customer test, and no contention of the reserved seat is desirable or operationally acceptable, our specialists will support the annual testing regime we can tailor the solution through the reservation of seats on a dedicated and, through observation, advise of any remediation basis. Further bespoke tailoring of the service is also possible, from dedicated recommendations to ensure that invocation plans and telecommunications, through to IT equipment colocation, hosting of call centre the WPR configuration remains fit for purpose. and dedicated telephony platforms, and holding of multiple workstation images. As a provider of the full spectrum of IT services Pulsant is able to enhance the core WPR offering to match customer requirements precisely. Find out how we can help your organisation: call 0845 119 9911 24x7 invocation Disasters can strike at any time. Pulsant’s service may be invoked at any time on a 24 x 7 basis. We will respond quickly and our SLA for invocation is just four hours, ensuring that disruption to business operations is minimised as far as possible. Service Dependencies and/or Related Services Pulsant services are designed to be both flexible and modular in order to promote tailored solutions which directly meet customer requirements. As part of a Pulsant solution several services may be related or even dependent on one another to achieve the customer’s desired outcome. Where solutions are created to meet a specific purpose it is essential that all scenarios are considered relating to failure conditions of each service so that other services which may be dependent continue to function. 9 pulsant.com Service Description Workplace Recovery v1 Management Scope An agreed number Inherently with any managed service, a degree of desks and seats in of diagnostic service is required in order to the selected Pulsant identify whether an observed issue is a hardware, software or configuration issue or a symptom workplace recovery of an issue elsewhere within the wider solution. centre will be reserved This requirement has a potentially unlimited scope where estates are mixed for the customer’s between Pulsant managed and customer managed components. As such, the scope of any efforts related to diagnosis of a suspected Pulsant managed use when the serviced service issue is strictly limited to functionality that is entirely contained within is invoked. the Pulsant