Change Time Service

Change Management Time Summary

Change Management Time is a service that lets the Customer use Galtec resources to make changes (planned or urgent) to the IT infrastructure. It can also include requests to resolve faults on a customer environment which sit outside of a Managed Service Statement of Services. Change Management Time can be purchased as an additional service to a Managed Service Statement of Services, or as a standalone service with no other Statement of Services in place.

The service is limited to the amount of time that is purchased within the Change Time Statement of Services. Change Management Time can be used for assistance on any platform within the Galtec’s skills matrix and is subtracted in increments of 0.1 hours of time used (every 6 minutes).

Change Time can be called off any time within the 12 month period it was purchased, unless otherwise specified within a Statement of Services. Once the 12 month period has passed, leftover time expires. Additional Change Management Time can be purchased at any time during the agreement, which will carry its own 12 month expiration from the date of purchase. Change Management Time also automatically refreshes at the agreed amount on each contract anniversary until you notify Galtec that the renewals are no longer required.

Galtec recommend that Change Management Time is always kept at a balance of greater than 1 hour to avoid any delays for purchasing additional time where it is needed urgently.

Major Changes, Minor Changes and faults are dealt with differently which are summarised below.

Major Changes

Major Changes require a Change Request form to be created and approved before starting which require time to fully gather the requirements and define the technical activities before any works are started. These steps are vital so the change can be assessed by technical and business decision makers for the most successful outcomes. A Major Change has one or more of these features:

• A technically complex change.

• High risk to the uptime of production services.

• Time consuming; taking more than 1 hour to plan and implement.

Minor Changes

Minor Changes are handled informally and do not need a Change Request form. They include one or more of the following features:

• A technically simple change.

• Low risk to the uptime of production services.

• Quick to implement; taking up to 1 hour to plan and implement.

Faults

A fault is an unplanned event that causes a partial or complete failure of a service, system, or component. A fault may result from a bug, a misconfiguration, a hardware malfunction, a network outage, a power surge, human error, or any other cause that affects the normal functioning of an IT service. A fault may cause a loss of data, performance degradation, security breach, user dissatisfaction, or other negative impacts.

Faults can be reported to the Galtec Service Desk, investigated, and resolved by utilising Change Management Time to minimise disruption and restore the service to its expected level.

Some examples of IT faults are:

• A server crashes and becomes inaccessible.

• A software update introduces a new error or compatibility issue.

• A malware infection compromises the security of a system or network.

• A cable or router fails and disrupts the connectivity of a site or device.

• A user deletes or modifies a critical file or database by mistake.

• A power outage or surge damages a hardware component or causes data loss.

Change Time Response (SLA)

Galtec and the Customer will agree on the assignment of a Change Category, which determines the response level to each requested change. Galtec’s objective is to schedule the completion of all change requests within the time scales below:

Emergency Change Request

Scheduled Change Request

Faults

To support an effective Change Management Time service, Galtec will:

• Keep and update a record of Change Management incidents;

• Check that the change request comes from an Authorised representative of the Customer;

• Manage and document all changes, to reduce any unreasonable disruption to the Customer's business operations;

• Agree the timing of the change before any works are carried out;

• Organise all Galtec resources needed for the change;

• Sort changes by the assigned change category and carry them out in the agreed timelines based on priority;

• Support impact and risk analysis if needed;

• Tell an Authorised Representative when a change request is complete;

• Get the agreement of an Authorised Representative that a change request incident can be closed;