IT服务 IT Service
一、 IT服务项目及服务质量
IT Service items and quality
(一) 质量目标：
Quality objective
1. 保障网络畅通与稳定。全年网络稳定运行时间达99.999%。
To guarantee the network smoothness and stability, with stable network running time up to 99.999% in the whole year.
2. 服务器运维优化管理，使其具备容灾能力，高可用性，高安全性。
To optimize the management of server operation and maintenance, making it has the disaster tolerance ability, with a high availability and safety.
3. 随时解决用户端/员工电脑的软件应用问题，提供全面、快捷的技术支持。
To solve the software application problem of user end/employees’ computers and provide comprehensive and rapid technical support.
(二) 服务范围：包括但不限于以下与IT环境相关的所有设备、软件和线缆。负责到底，不推卸责任，不找借口。
IT Service scope: Including but not limited to the following all equipment, software and cables related with IT environment. Undertake overall responsibilities without responsibility shifting and excuse.
1. 网络设备：路由器、防火墙、交换机、无线网络
Network equipment: router, firewall, exchanger and wireless network
2. 服务器：Windows Server、Linux Server
IT Server: Windows Server, Linux Server
3. PC、笔记本电脑、iPhone、Android、Windows Phone、黑莓
PC, laptop computer, iPhone, Android, Windows Phone, Blackberry
4. 应用软件：Office365、CRM、SharePoint、ERP、Visio、Project、SAP-ERP
Application software: Office365、CRM、SharePoint、ERP、Visio、Project、SAP-ERP
5. IT外设：传真机、打印机、扫描仪
External IT equipment: fax machine, printing machine, and scanner
6. 电话系统：模拟和数字电话系统、IP Phone电话系统
Telephone system: analog and digital telephone system, IP Phone system
7. 网络线缆、电话线缆
Network cable, telephone cable
(三) IT 服务项目：
IT Service items:
1. IT全管：任何IT故障，维护，保养，咨询建议，提供一站式IT服务。
Overall IT management: any IT failure, maintenance, care, consultation suggestion and provision of one-stop IT service.
2. 备件支持：24小时365天，4小时之内备件到现场。
Spare parts support: 24 hours for 365 days, the spare parts arrive at the site within 4 hours.
3. 现场服务：24小时365天，1.5小时之内，专业工程师到达现场服务。在远程支持无法满足甲方服务请求的情况，工程师将做出及时的现场响应，无次数限制, 无时间限制；如果远程诊断或电话帮助超过30分钟无法解决问题，甲方有权要求乙方工程师到现场处理，工程师应在1.5小时内到达现场。
On-site service: 24 hours for 365 days, the professional engineer arrives at the site for service within 1.5 hours. Under the situation that the remote support cannot meet the service request of Party B, the engineer will make an on-site response timely, without limitation of frequency and service time cap; and if the problem cannot be solved within 30 minutes after remote diagnosis or telephone help, Party A is entitled to request Party B’s engineer arrive at the site for treatment within 1.5 hours.
4. 远程支持：24小时365天，10分钟响应，远程支持。无次数限制, 无时间限制。
Remote support: 24 hours for 365 days, response within 10 minutes, remote support, without limitation of frequency and service time cap.
5. 定期现场巡检：每月四次（每周一次）现场半天巡检，具体时间由双方友好协商确定。巡检与IT环境相关的设备、软件、线缆及系统, 清除设备潜在故障，防患于未然。提交《巡检报告》。
Regular on-site patrolling inspection: Total 4 half-days per month (1 x half day visit per week), detailed dates will be decided be both parties though friendly negotiation. Inspect IT environment related equipment, software, cables and system, eliminating potential equipment failure, preventing hidden danger from happening, submission of Patrolling Inspection Report.
6. 日常维护：建立设备档案、配置备份、变更管理、系统日志分析、系统报警日志排除、线缆标记、排查故障隐患、数据备份、设备状态检测评估、除尘。
Daily maintenance: establishment of equipment file, configuration backup, change management, system log analysis, system alarm log elimination, cable marking, elimination of failure and hidden danger, data backup, equipment state detection evaluation and dust removal.
7. 线缆梳理：标识、梳理、检查每一根网络和电话线缆。
Cable combing: mark, comb and inspect each network and telephone cable.
8. 系统优化：带宽管理、网络出入口流量管控、设定网络流量优先级、优化系统架构、优化网络设备QoS（Quality of Service、服务质量）、优化数据访问规则逻辑，保障网络稳定运行的目标。
System optimization: bandwidth management, network inlet and outlet flow management and control, setting of network traffic priority, optimization of system architecture, optimization of network equipment QoS (Quality of service), optimization of data access rule logic, and guarantee the objective of stable network running.
9. 系统评估：对网络和服务器进行安全评估，关闭安全漏洞，预防网络入侵。检查：CPU负载、硬盘可用空间、内存负载、RAID 状态、系统补丁升级状态、安全漏洞、安全事件日志、系统事件日志、应用程序事件日志、风险评估、改进建议。
System evaluation: conduct safety evaluation to the network and server, close the security hole and prevent network invasion. Inspect CPU load, available space of hard disk, memory load, RAID state, system patch upgrading state, security hole, security event log, system event log, application event log, risk evaluation and improvement suggestion.
10. IT建设服务：无线网络设计和建设、windows AD域的搭建、Exchange 邮件服务器搭建、文件共享服务器搭建、服务器虚拟化、VPN应用、IP电话搭建等。
IT construction service: wireless network design and construction, setup of windows AD domain, setup of Exchange email server, set up of file sharing server, server virtualization, VPN application and IP telephone setup etc.
11. 咨询服务：Office365办公自动化系统、CRM客户关系管理、SharePoint企业网站和工作组网站、网站SEO关键字排名、网站营销、文档管理、服务器、网络安全、存储备份，等方面的规划和方案。
IT Consultation service: planning and proposal in Office365 automatic system, customer relation management (CRM), SharePoint enterprise website and work group website, gage SEO key words ranking, website marketing, document management, server, network security, storage backup etc.
12. IT服务文档：建立电子档案系统。包括，服务请求历史、故障解决过程、维修记录、购买历史、故障历史、处理方案、更换备件等。文档有《服务请求历史档案》、《IT资产清单》、《巡检报告》、《评估报告》、《网络拓扑图》、《访问规则逻辑图》、《主要IP地址段分配》、《主要服务器IP地址》、《网络设备IP地址分配》、《公网IP地址分配》、《网络设备端口与配线架、虚拟子网VLAN对应表》、《机房网络设备机柜内视图》、《用户-MAC-电脑名称对应表》、《信息网络点位图》、《设备口令和密码列表》。
IT Service documents: establish electronic file system, including service request history, failure solving process, maintenance record, purchase history, failure history, treatment plan and changed spare parts etc. The documents include Service Request History File, IT Asset List, Patrolling Inspection Report, Evaluation Report, Network Topographical Graph, Access Rule Logic Diagram, Main IP Address Field Distribution, Main Server IP Addresses, Network Equipment IP Address Distribution, Public Network IP Address Distribution, Network Equipment Port and Distribution Frame, Virtual Subnet VLAN Corresponding Table, Inside View of Computer Room Network Equipment Cabinet, Corresponding Table of User-MAC-Computer Name, Information Network Site Diagram and Equipment Command and Password List.
(四) 英语支持语言：除上海的负责工程师，再增加Deepak提供与总部英文沟通（不受时间和次数限制）
English support language: in addition to the responsible engineers in Shanghai, add Deepak for English communication with Party A’s headquarters (no limitation of time and frequency)
