NTT DATA’s Service Definition Document for GCloud iii Services
6th March 2013
NTT DATA UK Limited 2 Royal Exchange, London EC3V 3DG Tel.: +44 (0) 20 7220 9200 www.nttdata.com/uk
© 2013, NTT DATA UK Limited
Government Procurement Service GCloud iii Service Definition Document
TABLE OF CONTENTS
1. Introduction ........................................................................................................................................... 2 2. Service descriptions ............................................................................................................................. 2 3. Delivery bodies ...................................................................................................................................... 2 4. Accreditations ....................................................................................................................................... 3 5. Quality assurance.................................................................................................................................. 3 6. Professional and trade body memberships ........................................................................................ 3 7. Pricing information................................................................................................................................ 4 8. Service level agreements ...................................................................................................................... 4 9. Other framework agreements ............................................................................................................... 4 10. Services ................................................................................................................................................ 4 11. Service Definition Details ................................................................................................................... 9
CONFIDENTIAL Copyright © 2013 NTT DATA UK Limited. (‘NTT DATA’), an NTT DATA Company. Any concepts and methodologies contained herein are proprietary to NTT DATA. Duplication, reproduction or disclosure of information in this document without the express written permission of NTT DATA is prohibited. Trademarks, logos and service marks displayed in this document are registered and unregistered trademarks of NTT DATA, or other parties. All of these trademarks, logos and service marks are the property of their respective owners.
© 2013 NTT DATA UK Limited. | Proprietary and Confidential | 6th March 2013
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Government Procurement Service GCloud iii Service Definition Document
1. Introduction This document is the Service Definition Document for NTT DATA’s submission to the GCloud iii Framework. 2. Approach to service descriptions and service definition details As part of NTT DATA’s response to the GCloud iii framework, we have submitted a range of cloud-based services to the Cloud Store covering Lots 1 to 4. Please note that our policy has been to provide a detailed service description on the Cloud Store to enable users to obtain a clear understanding of the service at the point of carrying out a search. This service descripiton is supplemented by the following information: Lot 1 services - a full Service Definition Document, which is downloadable from the CloudStore. Lot 2 and 3 services - a more detailed Service Definition Document will be provided upon contract award to the GCloud iii framework. Lot 4 services - please see Section 11 of this Service Definition Document; plus a more detailed Service Definition Document will be provided upon contract award to the GCloud iii framework. 3. Delivery bodies To comply with the rules of the GCloud iii Framework, we have provided details of any services that are delivered by an organisation other than NTT DATA UK Ltd. This information is also presented at the bottom of each service description on the Cloud Store website. These delivery bodies are all part of the NTT Group of companies and include:
About NTT Centerstance - as a Platinum Consulting Partner of Salesforce.com, NTT Centerstance has extensive expertise in driving the value of cloud solutions for today’s enterprises and connecting real-world business environments to the high impact of cloud computing. We customise, develop and deliver cloud solutions that allow public sector organisations to effectively reach their customers, maximise their human capital, capture and exploit their business intelligence - all in the rapid, cost-effective, simple manner today’s business climate demands.
About iTelligence Ltd - iTelligence specialises in business intelligence and business analytics using platforms such as SAP, Oracle and Microsoft.
About Integralis Ltd - Integralis applies a practical approach to resolving its customers’ information security challenges in maintaining confidentiality of data, integrity of business and availability of systems and applications.
About NTT Communications - NTT Communications provides consultancy, architecture, security and cloud services to optimise the information and communications technology environments of enterprises. These offerings are backed by the company’s worldwide infrastructure, including leading global tier 1 IP network, Arcstar Universal One™ VPN network reaching over 150 countries, and over 130 secure data centers.
About RMA Consulting Ltd - RMA is a design, innovation and development consultancy, delivering game-changing solutions that matter. When the sparkle of the latest big brand consumer application fades, the applications we create are make a real difference every day for their users.
About NTT DATA UK Consulting and IT Solutions Ltd - this organisation is formed from Cirquent, a multi-national systems integrator specialising in the delivery of customer management solutions including CRM, call centre and marketing solutions; and Value Team, a systems integrator specialising in business critical IT services.
© 2013 NTT DATA UK Limited. | Proprietary and Confidential | 6th March 2013
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Government Procurement Service GCloud iii Service Definition Document
About Figtree - NTT DATA Figtree Systems is a global supplier and developer of software for claims management, corporate risk, Occupational Health & Safety, workers compensation, fleet management and general and life insurance claims. Figtree has the resources to integrate virtually any combination of hardware, operating system and network architecture, including mobile and web technologies. Typical clients include third party claims administrators, all levels of government, banks, retail chains, captive insurers and corporations that self-insure.
About Bluemetrix - Bluemetrix is a leading independent on-line analytics company providing customised web analytics and data consultancy services to clients in Japan, Scandinavia and Ireland since 2001. It has developed unique core data mining expertise, using Hadoop open source mining technology, which helps clients enter the era of Big Data and create new product opportunities by mining data across their organisation.
4. Accreditations NTT DATA holds a number of relevant accreditations which include: BMC Premier/Elite; CDC (Pivotal); Click Dimensions Partner; Cisco; Cordys Gold Partner; Genesys Strategic VAR/ Premier Partner; HP VAR, Business Partner, Systems Integrator; IBM Business Partner Premier (Value Package), Systems Integrator; Interactive Itelligence Elite Partner; ITyX Partner; Microsoft Gold certified Dynamics CRM, Cloud Accelerate Partner; Oracle Platinum, Gold and OPN Partner; Salesforce Platinum Partner; SAP Expertise Partner, Partner Edge Service; Scribe Insight; Tibco Consulting /Platinum Partner. 5. Quality assurance The delivery processes used by NTT DATA UK Ltd are ISO certified through a number of company ISO certifications which are summarised below. NTT DATA UK (legacy company Amtec – management and information systems consultancy):
Operates a Quality Management System that is accredited to BS EN ISO 9001:2008. This defines a structured process by which all of our engagements are managed in the UK.
Is approved by QMS Quality Management to the BS EN ISO 14001:2004 environmental management systems, standards and guidelines.
Is approved to the BS ISO/IEC 27001:2005 information security management systems, standards and guidelines.
Our CRM practice (legacy company name Cirquent Ltd) has been approved to: -
ISO/TEC 20000-1:2011 for IT service management for post-delivery support of Customer Relationship Management (CRM) system solutions
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BS EN ISO 9001:2008 and TickIT for design, development and support of IT systems and associated communications networks, including consultancy, software design, hardware and software acquisition
6. Professional and trade body memberships Management Consultancies Association NTT DATA UK is a corporate member of the MCA, formed in 1956 to maintain high standards within the consulting industry by ensuring that member firms meet its stringent entry criteria and adhere to its code of conduct. The UK consulting market is the largest outside the US with a current value of around 8bn GBP and is helping to deliver some of the most innovative and ambitious organisational change projects in the world.
© 2013 NTT DATA UK Limited. | Proprietary and Confidential | 6th March 2013
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Government Procurement Service GCloud iii Service Definition Document
Intellect NTT DATA UK (Amtec) is a member of Intellect, the trade association for the UK hitech industry. Membership is achieved only after a thorough investigation of the applicant's financial, technical and human resources. Intellect is concerned with quality of service and customer satisfaction. All members are bound by the Association's Code of Conduct. Interim Management Association NTT DATA (Amtec) is a member of the IMA, which aims to develop interim management as a powerful and leading management resource based on the highest standard of professional service detailed in its Code of Professional Practice and Good Conduct. 7. Pricing information NTT DATA’s submission to GCloud iii comprises a diverse range of services which can be deployed in a variety of envrionments and with a range of commercial approaches. We have provided an SFIA rate table and are also able to offer value-for-money pricing tailored to your specific requirements. Please contact us to request a price. Pricing for Lot 1 services is presented in the Service Definition Document, which is downloadable from the Cloud Store website. 8. Service level agreements NTT DATA’s services are offered via the Cloud Store and comply with the GCloud iii framework terms and conditions. These GCloud terms and conditions are accompanied by NTT DATA’s own Master Services Agreement, which has been made available on the Cloud Store. 9. Other framework agreements NTT DATA’s services are also available through the a number of other framework agreements, including:
Management Consultancy and Accounting Services RM662 (launched 27th Jan 2010): Business Strategy Consultancy; Business Strategy Consultancy (Health); Business Strategy Consultancy (Local Government); Organisation & Change Management Consultancy; Organisation & Change Management Consultancy (Health); Organisation & Change Management Consultancy (Local Government); Procurement Consultancy; Programme & Project Management Consultancy.
ICT Consulting and Delivery Services RM591 (launched 1st Aug 2009): ICT Strategy Consultancy & Development (Lot 1); ICT Application Consultancy & Delivery Services (Lot 2); ICT Architecture & Infrastructure Consultancy and Delivery Services (Lot 3).
Digital Continuity Services RM848 (in conjunction with The National Archives) (launched Jan 2010): Lot 1 - Information Management Consultancy; Lot 2 - Data Storage Consultancy.
ConsultancyONE RM1502 - Lot 5.2 Other assurance and advice.
10. Services The table below sets out our list of GCloud services with associated information to help clients to determine how these can apply to their requirements. Please do not hesitate to contact us for any points of clarification or additional information. For pricing information, please contact Lucie Perin on 01252 731542,
[email protected].
© 2013 NTT DATA UK Limited. | Proprietary and Confidential | 6th March 2013
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Government Procurement Service GCloud iii Service Definition Document
Lot 1 (Iaas) Private Cloud Service Public Cloud Service Compute Cloud Service Co-Location Service Managed Hosting Service Smart Content Delivery Network
Service Definition Details Please see the detailed Service Definition Documents that have been made available on the Cloud Store for each one of these services. These documents provide details on impact level (IL); level of backup/restore and disaster recovery that will be provided; on-boarding and off-boarding processes/scope; pricing; service management details; service levels; ordering and invoicing process; termination terms; data restoration / service migration; technical requirements.
Lot 2 (PaaS) Database and Operating System Support Service Lot 3 (SaaS) MS Exchange Virtual Desktop Infrastructure Content Delivery Network
Sharepoint (Private Cloud) Microsoft CRM (Private Cloud)
Sharepoint (Microsoft Platform) Microsoft CRM (Microsoft Platform) SAP Private Cloud Deployment Oracle Private Cloud Deployment SAP ByDesign (Cloud ERP) SAP Successfactors Big Data Service Risk Management Incident and Claims Management Occupational Health and Safety Management
All service details are presented on the Cloud Store portal. Further details can be provided upon request. Full details are provided in the Service Definition Document for the Lot 1 Service called ‘Smart Content Delivery Network’. These Microsoft Services are offered on a private cloud as well as the Microsoft platform (see below). This addresses the need for a more customised solution that can’t readily be achieved with the Microsoft offering. Please see the Lot 1 Private Cloud Service Definition Document for full details. These services deploy the standard Microsoft platform offering. Pricing is as per the Mirosoft pricing strategy.
This service uses Hadoop open source technology to help clients mine big data across their organisation. These pay-per-use services have one-off set-up and consultancy services associated with them. Typically, these setup costs are £20,000, plus additional charges for any bespoke work, training or data upload activities that are requested. Please see the ‘NTT DATA SFIA Rate Table.doc’ for details of our consultancy rates.
© 2013 NTT DATA, Inc. | Proprietary and Confidential | 6 March 2013
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Government Procurement Service GCloud iii Service Definition Document
Lot 4 (Other Services) SalesForce.com Services Sales Cloud (SF) Service Cloud Custom Cloud Enterprise Social Business Mobile Cloud Professional Services Cloud Strategic Cloud Services Cloud Strategy Cloud Migration Service Cloud Architecture and Design Service Enterprise Architecture Service Cloud Systems Integration Solution Help Desk and SIAM Services Help Desk (Service Operations Centre) Service Integration and Management Service Management Disaster Recovery Service Customer Relationship Management Customer Engagement Consultancy Services
Dynamics Design and Implementation Service Dynamics Support Services Dynamics Integration Service Dynamics Upgrade Assessment Service Dynamics Upgrade Service Dynamics Diagnostics Service Microsoft SharePoint SharePoint Internet Service SharePoint Intranet Service SharePoint Extranet Service SharePoint Workflow Service SharePoint Enterprise Search Service SharePoint Governance Service SharePoint Migration Assessment Service SharePoint Migration Service SharePoint Health Check Service SharePoint Monitoring and Support Service Customer Contact Management Contact Centres Support Service Contact Centre Solutions Contact Centre Optimisation (Healthcheck) Intelligent Workload Distribution Service Unified Communications (Contact Centre)
This is a range of specialist Salesforce.com consultancy and solution-based services to help clients plan, migrate and then run their operations in the cloud.
These specialist cloud consultancy services are designed to help clients with their cloud strategy and architecture. Please see the ‘NTT DATA SFIA Rate Table’ for details on pricing or contact us to request specific information.
A range of Help Desk and SIAM functions to ensure clients’ cloud-based solutions are maintained and effectively run.
Strategic consultancy services to help clients to develop and/or improve their customer engagement strategy. They include strategy, business processes, organisational change, culture and benaviour. A suite of Microsoft Dynamics CRM services and solutions from our Microsoft Practice and Service Centre in Birmingham.
A suite of Microsoft SharePoint services and solutions from our Microsoft Practice.
A suite of business services and solutions from our Customer Contact Management Practice underpinned with telephony solutions from Genesys, Interactive Intelligence and Microsoft.
© 2013 NTT DATA, Inc. | Proprietary and Confidential | 6 March 2013
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Government Procurement Service GCloud iii Service Definition Document
Cloud Application Development and Management Agile Software Development Service Application Development and Systems Integration Service Application Management Service Cloud Application Architecture and Design Service Legacy Modernisation Service Mobile Applications Service Quality Assurance & Testing Service Database Support Services (e.g. DB2, Oracle, SAP, SQL)
A suite of services and solutions from our Application Development and Management (ADM) Practice. They are designed to optimise the management of your applications software and reduce the cost of support on a year-by-year basis. It also contains a set of set of strategic services to assess your applications portfolio and align it to your business objectives, maximising value by considering legacy modernisation and retirement options.
SAP Cloud Services SAP Statements of Recommended Practice (SORP) Service SAP Application Development Service SAP Upgrade Assessment Service SAP Upgrade Service SAP Application Management Service SAP Basis Monitoring Service SAP Shared Service SAP Deployment Service (PPM) SAP BI KPI SAP Enterprise Architecture Service SAP Implementation Service SAP Centre of Excellence Service SAP Testing Services Oracle Cloud Services Oracle Application Assessment Oracle Implementation and Rollout Oracle Application Management & Support Oracle Application Upgrades Oracle Application Testing Service Oracle Development & Enhancements Oracle Business Intelligence & Reporting Oracle Shared Support Orcale RICE Development Service Oracle Applications DBA support and PS Admin Services Oracle Instance Consolidation Service Oracle Archival Service Oracle Training Service Oracle Enterprise Architecture Oracle Hyperion Service
A suite of SAP services from our SAP Practice that provide software support and cloud-based development services for clients wishing to adopt cloud solutions to support their business objectives. Please note that NTT DATA UK Ltd offers value-formoney pricing tailored to your specific requirements please contact us to request a price for this service.
A suite of Oracle services from our Oracle Practice that provide software support and cloud-based development services for clients wishing to adopt cloud solutions to support their business objectives. Please note that NTT DATA UK Ltd offers value-formoney pricing tailored to your specific requirements please contact us to request a price for this service.
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Government Procurement Service GCloud iii Service Definition Document
User Experience (UX) Services Data Visualisation Service User Experience (UX) Service E-Forms Service Business Process Automation
Security Services Compliance Service Managed Security Service Risk Management Service Security Architecture Service Security Governance and Strategy Service Threat and Vulnerability Service Technical Security Consultancy Service Business Process Automation Claims Processing Service Data Management Service New Business Member Services
Global Shared Services
Cloud Consultancy Services Electronic Document and Records Mngt Case Management Service Business Process Improvement Service Business Studies Change Management Service Web Content Management Forensic Project and Programme Mngt Information Architecture Service Information Audit Service Information Management Strategy Service Knowledge Management Strategy Service Transition Management Service Workflow Service Cloud Programme Initial Service Cloud Programme Management Office Cloud Programme Management Cloud Project Initiation Service Cloud Readiness Review Service Cloud Sourcing Strategy Service User Management Service
A suite of specialist cloud services that address client requirements demanding a strong user experience and compelling data visualisation solutions. Please note that NTT DATA UK Ltd offers value-for-money pricing tailored to your specific requirements - please contact us to request a price for this service.
This suite of services addresses client requirements for the effective technical and business security measures that are associated with cloud-based solutions and new ways of working.
This suite of services provides solutions to clients wanting to outsource non-core business process. The services use a proven approach to process design and knowledge capture to define the optimal processing approach, eliminating non-value add steps and determining the right process locations to ensure success and achieve the desired objective. This is built upon our strong operational knowledge, implementation expertise.Standardised tools and frameworks help ensure a successful capture and transition of processes.
A range of consultancy services to address client requirements for: Cloud-based business solutions e.g. case management and workflow.
Change and transition management that accompanies the adoption of new ways of working.
Changes in business processes, organisational design, culture and behaviour, and new ways of working.
Improving the effectiveness of cloud-based initiatives by strengthening the client’s ability to plan and deliver projects and programmes.
© 2013 NTT DATA, Inc. | Proprietary and Confidential | 6 March 2013
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Government Procurement Service GCloud iii Service Definition Document
Business Intelligence Services SAP BI Platform SAP Business Planning and Consolidation SAP BPC Accellerator for Local Gov BI Business Analysis Services BI Platform On-Boarding Service BI Design and Development Service BI Deployment and Management Service BI Design Authority Service BI Strategy Service BI Project/Programme Management Service BI Training Service SAP Functional Consultant Service SAP Technical Consultant Service SAP ABAP Development Service SAP ByDesign On-Boarding Service Microsoft BI Platform Service Big Data Service
A range of business intelligence consultancy services to address the client requirement for improved management information and decision support tools. Business intelligence solutions are developed from a range of industry-leading platforms including Microsoft and SAP.
11. Service Definition Details In the section below we have provided our responses to the request for Service Definition details as set out in the Framework Terms and Conditions. 11.1 Service overview This information has been provided on the Cloud Store to enable users to obtain a clear understanding of the service at the point of carrying out a search. 11.2 Information assurance (Impact Level) This information has been provided to the Cloud Store for each Lot 1, 2 and 3 service. 11.3 Details of the level of backup/restore and disaster recovery that will be provided For Lot 1 services, this information is defined in the downloadable Service Definition Document. For Lot 2 and 3, we will provide further details up contract award to the GCloud iii framework. For Lot 4 services, NTT DATA staff provided as part of the consultancy service would be responsible for complying with NTT DATA’s backup policy and thus ensuring that all project documentation would be backed up daily. Alternatively, if the consumer’s equipment was being used, then the clients’s IT systems would be responsible for back up. 11.4 On-boarding and off-boarding For Lot 1, 2 and 3 services, we will offer the client the ability to carry out its own on-boarding service, or to use NTT DATA’s Cloud Enablement services (charged separately). NTT DATA’s Cloud Enablement services are designed to reduce the risk and complexity of moving to the Cloud. They are offered as three services which can be engaged at key points in the service delivery lifecycle:
Cloud Readiness - assessment of your business and technical requirements including an audit of existing estate. This is then used as a basis for design of a target cloud architecture optimised for your needs.
Cloud Migration - once the cloud infrastructure has been deployed, this service provides a managed migration of existing servers and applications into the cloud.
© 2013 NTT DATA, Inc. | Proprietary and Confidential | 6 March 2013
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Government Procurement Service GCloud iii Service Definition Document
Cloud Optimisation - because clouds are agile by nature, your platform and the services upon will continually evolve. By undertaking a periodic architectural and operational review, our consultants can make sure that the platform is still configured to provide the best ROI.
This service provides the following key benefits to our customers:
Ensuring your cloud deployment goes right first time by leveraging NTT’s wealth of experience with virtualisation, delivering the benefits you need.
Minimising risk by utilising our expert technical consultancy and skillsets, coupled with experienced project management to speed your transition to the cloud.
NTT offers a full range and combination of managed services including dedicated hosting, on customer premises, private cloud and public cloud. This means that we will only recommend cloud-based hosting in scenarios where it is most appropriate for your business, differentiating us from cloud-only providers.
We analyse your existing server estate CPU/Memory/Disk performance hour by hour to ascertain the best possible consolidation ratios without risk of under-sizing.
Realise full benefits of cloud-based hosting through the use of features such as high availability, cloning, self-provisioning, resource pools and thin provisioning.
To off-board the service, NTT DATA will provide full details of all of the processes and procedures that will be followed, including an exist roadmap with milestones, data deletion and close-down, and staff debriefing procedures. 11.5 Pricing (including unit prices, volume discounts (if any), data extraction etc.) Lot 1, and 3, pricing has been provided in the Service Definition Document, or directly in the Cloud Store portal, so that customers can see this information at the point of carrying out a search. For Lot 4 services, NTT has provided a file called ‘NTT DATA SFIA Rate Table.doc’ which details all consultancy rates. Upon receiving a request for a proposal, NTT DATA will provide clear and concise details of all costs for delivering the work. 11.6 Service management details For Lot 1 services, these are provided in the Service Definition Documents that are downloadable from the Cloud Store website. 11.7 Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) © 2013 NTT DATA, Inc. | Proprietary and Confidential | 6 March 2013
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Government Procurement Service GCloud iii Service Definition Document
For Lot 1 services, this is defined in the Service Definition Document, which is downloadable from the Cloud Store website. For Lot 4 services, any constraints on the service would be defined in the work order, which would be supported in the NTT DATA proposal for the project. 11.8 Service Levels (e.g. performance, availability, support hours, severity definitions etc.) Please note the following details:
For Lot 1 services, this information is defined in the Service Definition Documents, which is downloadable from the Cloud Store portal.
For Lot 2 and 3 services, this will be published by NTT DATA when the GCloud iii framework goes live.
For Lot 4 services, is not envisaged that these services would be subject to service levels of this nature.
11.9 Financial recompense model for not meeting service levels For Lot 1 services, this information is defined in the Service Definition Documents, which is downloadable from the Cloud Store portal. For Lot 4 services, this would be governed by the GCloud Framework agreement. 11.10 Training For each service provided within Lots 1, 2 and 3, NTT DATA will provide formal and/or informal training for users, which is charged in addition to the price quoted on the Cloud Store and in the Service Definition Document (downloadable). Training can be provided for user communities and client staff who require train-the-trainer services from NTT DATA. 11.11 Ordering and invoicing process For Lot 1, 2 and 3 services, clients are expected to to follow the GCloud iii ordering process as outlined in the Framework’s Terms and Conditions. For Lot 4 services, NTT DATA would expect the client to discuss the requirement with us before raising a work order. This will ensure that the scope, timeline and technical requirements are understood, agreed and can be delivered. Each consultancy assignment will then require a formal work order to be raised, which would define:
The name and contact details of the consumer’s representative.
The objective(s) of the work and the Key Performance Indicators.
The amount and type of resource required (number of roles and duration).
Start and end dates for the assignment.
The scope and requirements for the assignment.
The specific technical or business knowledge required by NTT DATA.
Advise whether the assignment is expected to be carried out on the consumer’s premises (in which case location is required), or at NTT DATA’s premises.
Expected deliverables, quality levels and acceptance criteria for sign-off.
Upon receipt of a work order, NTT DATA will evaluate the requirement and confirm availability for the required dates. Once NTT DATA accepts a work order, we would commence work upon receipt of a purchase order.
© 2013 NTT DATA, Inc. | Proprietary and Confidential | 6 March 2013
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Government Procurement Service GCloud iii Service Definition Document
11.12 Termination terms: By consumers (i.e. consumption); and By the Supplier (removal of the G-Cloud Service) Termination details are provided for Lot 1, 2 and 3 services in the downloadable Service Definition Document. For Lot 4 services, NTT DATA would expect a bi-lateral one month termination period, which means that either party can choose to terminate the contract. The client or NTT DATA would comply with the governance arrangements set out in the GCloud iii Framework Agreement. Other reasons for termination, such as performance, breach of contract, default on payment, etc. would be expected to be dealt with as set out in the GCloud framework agreement governance arrangements. 11.13 Data restoration / service migration For Lot 1 services, please see the Service Definition Document that is downloadable from the Cloud Store website. 11.14 Consumer responsibilities For Lot 1, 2 and 3 services, the client is responsible for getting the organisation ready to adopt the cloud-based solution. This will potentially have an impact on some or all of the following (see NTT DATA’s Lot 4, Transition Management and Change Management services for further details):
Staff and management.
In-house IT systems, software, support arrangements, etc.
Business processes.
Organisational structure and operations.
For Lot 4 services, the client is responsible for:
Making the organisation aware that external support is being provided by NTT DATA and that staff and teams are clear about the project and their roles and responsibilities within it.
At a practical level, providing office accommodation where the service is expected to be delivered on-site. This will include desk space and appropriate access to IT resources (for example, but not limited to internet and e-mail) and a desk phone. It is not normally required that the client provides IT equipment itself (such as a laptop), unless the consumer’s IT security policy demands such.
11.15 Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.) It is not envisaged that the delivery of NTT DATA’s consultancy services would be driven by such technical requirements. However, there will be circumstances where the consultancy services would rely on the availability of the client’s subject matter experts and/or timely access to its IT equipment and systems. It is important that these criteria are defined and agreed up front before the assignment commences. Should such criteria not be provided at the required time, NTT DATA would seek to delay the activity until such time as the resource is available. Should this not be possible, NTT DATA would discuss and agree revised timescales and if these had a material impact on the practicalities of delivering the work or the project’s commercial arrangements, NTT DTA would discuss this with the client SRO and agree compensation for the delays. 11.16 Details of any trial service available This applies to Lot 1, 2 and 3 services has been specified on the Cloud Store website and in the Service Definition Documents for Lot 1 services.
© 2013 NTT DATA, Inc. | Proprietary and Confidential | 6 March 2013
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