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Paylocity Corporation Building Assessment

Union Tank Car Telephony Evaluation

Waterton Associates Virtualization Project

Wilson Sporting Goods Relocation Project

(8.19.2008) Maron Structure Technologies
achieves Microsoft Voice-Ready Designation.

(8.01.2008) Maron Structure Technologies
recertified as Cisco Gold Partner.

Managed Voice Service SLA (MSIPT)

Service Level Agreement

The table below outlines and defines the different levels of priority and severity levels of service requests, the recommended method of contact for each severity level and the associated targeted response time. These are targeted service request response times and not resolution times. MST and client must assign levels of severity for all issues.

Priority Levels

Priority One (System Down/Emergency Critical)
The production network is down and the effects critically impacts business operations should a solution not be reached. Priority One case commands that both the Customer and MST will commit substantial resources around the clock to resolve the issue. These cases are of the most severe and are considered the most urgent.

Priority Two (System Severely Degraded)
The production network is severely degraded and it affects significant aspects of business. These cases are not considered most severe and critical, but nevertheless important enough that the Customer and MST will commit a substantial amount of resources during business hours to resolving the issue.

Priority Three (Operational Performance Severed or Technical Configuration Issue)
The performance of the network is degraded to the point where it is noticeably impaired while most business activities or customer requires MAC work. Priority Three cases generally assume the Customer has attempted to resolve the issue by utilizing all of the known informational resources and technical expertise within one’s IT department.

Priority Four (Information on Product)
The customer is requesting information pertaining to a particular Cisco product or MST service offer that is above and beyond the information provided by the respective websites. For example, a question related to a product’s capability such as can Microsoft Excel import a Visio file.

Response Times

Priority One
Standard Response Time - Within 1 Business Hour
Enhanced Response Time - Within 1 Business Hour

Priority Two
Standard Response Time - Within 4 Business Hours
Enhanced Response Time - Within 4 Business Hours

Priority Three
Standard Response Time - Within 3 Business Days
Enhanced Response Time - Next Business Day (EOD)

Priority Four
Standard Response Time - Within 4 Business Days
Enhanced Response Time - Within 3 Business Days

Update Intervals

Priority One
Standard Response Time - Within 4 Business Hours
Enhanced Response Time - Within 4 Business Hours

Priority Two
Standard Response Time - Within 24 Hours
Enhanced Response Time - Within 24 Hours

Priority Three
Standard Response Time - Within 72 Hours
Enhanced Response Time - Within 48 Hours

Priority Four
Standard Response Time - Within 120 Hours
Enhanced Response Time - Within 72 Hours

MST MSIPT Standard Service Level Agreement (SLA)

• Automated email/phone response upon report of a problem or generation of a request to designed client incident contact.
• Hardware Replacement is based on vendor contract purchased for the product.
• MST Remote Routine Systems Maintenance.
• MST As-Needed Break-Fix Support depending on the priority as defined by the service level agreement above.

MST MSIPT Enhanced Service Level Agreement (SLA)

• Automated email/phone response upon report of a problem or generation of a request to designed client incident contact.
• Hardware Replacement is based on vendor contract purchased for the product.
• MST Remote Routine Systems Maintenance.
• MST As-Needed Break-Fix Support depending on the priority as defined by the service level agreement above.
• Access to Vendor provided Software upgrades (installation costs not included)
• MST Support for Moves, Adds and Changes (MACs)