MFO Covert Policing: maintenance/support services

This document describes the maintenance services offered as part of the product licence for MFO Covert Policing. The maintenance services vary depending on whether the product licence is for a standard or a smaller deployment.

Standard deployments

Components and services supported by Mobbu:

• the MFO admin/management website and middleware, including the schema and content of the MFO database
• the MFO mobile application
• Support services: offsite incident management and support and service restoration

Components and services supported by the customer:

• Mobbu does not support the hardware (including mobile devices); SQL servers and SQL database on which are run the MFO admin/management website and middleware and the MFO mobile; the BlackBerry Enterprise Server, its hardware or settings/policies
• Mobbu does not provide data backup as part of its service: customers are advised to make provisions for data backup and recovery in line with their own IT and security policies

Incident management:

• Initial diagnostics will generally be performed by the customer’s IT dept using the MFO diagnostics tools; thereafter from a named individual or customer IT/Operations department only to Mobbu’s ticket-tracking website at www.mobbu.com/mfo
• Response times: Mobbu aims for 1 hour response time during 9am-5pm business working days only.
• Fix and re-deploy times: where Mobbu has remote access to the equipment, Mobbu aims to provide restoration of service within 4 hours and a fix to any underlying problem within 5 days. Where Mobbu does not have remote access to the equipment, fix and re-deploy times may be significantly impacted.

Smaller deployments

The services are exactly as above, except that a professional services fee will typically be applicable.

Additional support

Additional support and maintenance services (eg 24×7x366 support) can be separately agreed commercially, or performed at Mobbu’s then current day rate.

(5 March 2009. The latest version of this document is available at www.mobbu.com/mfo)

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MFO Covert Policing: equipment requirements and installation