SHAREPOINT SERVER SUPPORT SERVICES
TERMS AND CONDITIONS
1.1 Support. Support is available 8:0OAM-8:00PM Monday-Friday US Central Time excluding public holidays in the United States. Emergency on-call support is available outside of live support hours for farm wide outages, root domain outages, and emergency farm restores.
1.2 Installation and Configuration. US Cloud will only support platform instances (e.g. virtual machines) that are created by the US Cloud SharePoint team for the purpose of running SharePoint and its related services. Support includes: SharePoint Active Directory account creation; Kerberos configuration; SharePoint installation; SharePoint initial configuration; role configuration among SharePoint servers; incoming & outbound email services configuration in Central Administration; managed path configuration; apply SSL certificates and configure SharePoint SSL; service application creation/configuration; webpart installation and troubleshooting; and workflow troubleshooting.
1.3 SharePoint Administration. US Cloud shall perform IIS management (SharePoint sites and application pools only); execution of PowerShell/STSADM commands: and service-pack & hotfix application.
1.4 SharePoint Web Application Management. Support includes: create and configure content databases; create site collections and web applications; assign site collection administrators; new managed paths and alternate access mappings; add newly provisioned servers to the farm; site quota management; site collection feature management; configuring records center, document conversion services, Infopath forms services, and session states; management of web service proxy, built-in authentication providers, and workflow settings (in Central Administration).
1.5 SharePoint Operations Activities. US Cloud will add and remove servers from the farm: manage SharePoint service accounts; configure usage analysis and processing; enable/disable farm level enterprise features; manage timer jobs, alternate access mappings, and farm and user solution management in Central Administration; configure privacy options, SharePoint databases, content deployment settings, “send to” connections, site output cache and single sign-on related to service applications
1.6 Service Application Administration. We recommend that US Cloud perform Service Application Administration including service application & proxy configuration and publishing.
1.7 PowerShell Support for SharePoint farm. US Cloud will execute PowerShell commands provided by the Customer as necessary for configuration and troubleshooting of farm issues. PowerShell scripts provided by the Customer must be fully ready to deploy without the need for US Cloud to make changes to the script or the script must prompt for necessary variables and be accompanied by a summary of the script’s purpose and usage. US Cloud will not create or provide custom PowerShell scripts. US Cloud does not provide troubleshooting assistance or remediation for PowerShell scripts or commands unless additional project bank hours have been purchased.
1.8 SharePoint 2013 and 2016. US Cloud will install SharePoint Workflow Manager, SharePoint Access, SharePoint Service Applications. SharePoint App Management Service Application, and SharePoint MySites Configuration provided Microsoft’s licensing requirements have been met and US Cloud best practices. US Cloud will install and configure the Search Services base service application; however, custom search parts development are supported under project bank hours.
1.9 SharePoint 2013 Office Web Apps and Office Online Server 2016. US Cloud will install SharePoint 2013 Office Web Apps or Office Online Server 2016, provided Microsoft’s licensing requirements have been met and US Cloud best practices. Per Microsoft requirements, these applications require dedicated servers and no additional applications or services may be installed. Reporting services will be limited to infrastructure administration.
1.10 PerformancePoint. US Cloud will install and provision the PerformancePoint service application in SharePoint Enterprise Edition. No support is offered beyond provisioning.
1.11 Active Directory. US Cloud will configure Active Directory for SharePoint service accounts and establishing one-way trusts between enterprise AD servers only. The removal or modification of Active Directory outside of best practices may render your Services Unsupported. Extending the SharePoint Active Directory beyond Customer’s data center requires a full virtual machine or platform specific instance running domain controller functionality for Active Directory located at the SharePoint farm.
1.12 Third Party Authentication and Identity Services. For any third-party authentication and identity services such as Active Directory Federated Services (ADFS) or Microsoft Identity Manager, US Cloud will configure SharePoint to consume a fully functioning provider’s end point. Customer is responsible for all other aspects of the third-party authentication and identity services.
1.13 Custom Code/Third Party Functionality. US Cloud will install solution packages that are not part of a regular development cycle provided US Cloud is supplied with installation software and associated licensing keys. Support of third party products is limited to installation and application of licensing based on vendor supplied installation documents. Any antivirus software installed by the Customer must not interfere with SharePoint operations.
1.14 SharePoint Hybrid with Office 365. US Cloud will provide support for hybrid SharePoint configurations between Office 365 and on-premises SharePoint farms hosted at US Cloud including the Cloud Search service, Hybrid OneDrive, and Hybrid Sites. All Office 365 tenant configurations and Active Directory user synchronization tasks must be completed prior to configuring SharePoint hybrid.
1.15 Project Server. For an additional fee, US Cloud will provision the Project Server 2016 application and ensure basic functionality of the service application including OLAP database creation, project creation, active directory resource pool synchronization, and workflow creation. All Project Web Apps (PWA) must be contained in a designated project web application.
1.16 Microsoft Escalation. US Cloud may open support cases with Microsoft as US Cloud deems necessary. US Cloud will not open support cases with Microsoft if functionality is operating within Microsoft’s described conditions. If the root cause of the issue is determined to be the result of changes made or code deployed by Customer, then US Cloud will notify the Customer of the source of the issue and if the Customer desires for US Cloud to escalate, then the Customer will be responsible for the fees US Cloud incurs.
2.1 General. US Cloud will perform installation, SharePoint integration, and test basic functionality of add-on products such as PowerPivot, SQL Reporting Services, enhanced monitoring and Project Server 2016. Other products may be installed and integrated by US Cloud in our discretion; some services may not be available on all platforms.
2.2 Backup and Restore. Backup options as part of the Services are described below. US Cloud is not responsible for the inherent limitations that may be present in backup agents or third-party software and makes no representations or warranties about the completeness or accuracy of the data backed up by such agents or software. Restores of databases to an alternate site collection are only performed if the customer has purchased a bank of project hours.
2.2.1 SharePoint Recycle Bin. SharePoint recycle bin allows end users and administrators to restore their own files within 30 days of deletion, as long as the recycle bin has not been manually emptied. This is only useful for individual items or files, not document libraries, lists, site collections, or sub-sites. Customer will perform restores from the recycle bin unless they have desire to use project bank hours they have purchased from US Cloud.
2.2.2 Site Collection and Sub-Site Restores. Available for SharePoint 2010, 2013 and 2016, this method requires US Cloud to restore the SQL content database to an alternate name. From Central Administration, US Cloud can then connect to the unattached database and select site collections, sub-sites, lists or libraries to restore.
2.2.3 Database Recovery. These are SQL database backups that can be used to restore entire farms or individual content databases. Restoration of the entire content database may be required for site collection and sub-site restores.
3.1 Site Collection Administration. US Cloud may provide guidance on the following activities on an AS IS basis: search settings; search scopes; search keywords; recycle bin management; site collection usage reports; site collections features; portal site connection; site collection audit settings; site collection policies; site collection output cache & profiles; translatable columns; site administration; regional settings; user alerts; RSS configuration; search visibility configuration; site output cache; and moving sites within a site collection.
3.2 Maintenance Requests. All scheduled maintenance requests require a minimum of 72 hours’ notice to be given to US Cloud by the Customer. Slots on the US Cloud maintenance calendar are allocated on a first come first served basis. Maintenance times are available outside live support hours with sufficient notice (72 hours), and are limited based on staffing and fleet patching.
3.3 Support Exclusions. Unless the Customer has purchased a block of project hours, US Cloud does not offer support for creation of new SharePoint team sites; information rights management policy configuration; applying an installed theme to a site; managing or evaluating permissions for a site or site collection; applying a master page to a site; editing a title, description, or icon for a site; managing a sites navigation; applying and managing page layouts; resetting a site to the site definition; and, save as expressly stated otherwise, managing galleries (including site content types; site columns; site templates; list templates; web parts; workflows; master pages and page layouts; adding content to a SharePoint page; uploading, creating, or evaluating content in any list or library type; creating new list or library views; editing the properties of web part; managing web parts on a page; creating new workflows; applying a workflow to a list or library; applying information policies; re-branding a SharePoint site; developing new SharePoint functionality; file system customizations; troubleshooting PerformancePoint; creation or configuration of search scopes; and farms and configurations not built by the US Cloud). Your SharePoint infrastructure must meet US Cloud and Microsoft best practices. Any requests which conflict with Microsoft’s established industry best practice guidelines will be unsupported.