GMS NETWORK PREMIUM SERVICE PRODUCT SPECIFICATION 1. … · The GMS Network – Premium Service is...
Transcript of GMS NETWORK PREMIUM SERVICE PRODUCT SPECIFICATION 1. … · The GMS Network – Premium Service is...
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GMS NETWORK – PREMIUM SERVICE –
PRODUCT SPECIFICATION
1. INTRODUCTION
This document contains product information for the GMS Network - Premium Service. If you require
more detailed technical information, please contact your Account Manager.
2. SERVICE DEFINITION
2.1 Service Overview
The GMS Network – Premium Service is designed to ensure that the information and visibility required
to manage an organisations network infrastructure is available by providing real time network device
monitoring, alerting reporting and management.
The GMS Network - Premium Service is a fully managed service that provides proactive device
monitoring, alerting, reporting, trouble shooting and hardware maintenance restoration as standard to
organisations requiring a complete infrastructure and service management solution. Organisations
benefit from a number of inventory, performance and capacity reports, in addition to the ability to make
changes through the service request process and being able to outsource all incident and problem
management activities to Spark Digital.
The GMS Network - Premium Service also offers a Device Rental option (paragraph 2.3) that can be
utilised in combination with the Premium Service selected by the customer.
The GMS Network - Premium Service can be purchased in any combination with the GMS Network –
Basic service and the GMS Network - Plus service (along with Device Rental and Hardware
Maintenance) to deliver differentiated service attributes.
GMS Network Premium
WAN Services
Spark Digital Router
Switches
Spark Digital Router
Switches
3rd
Party WAN
WiFi WiFi
Customer Router 3rd Party Router
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2.2 Essentials – Access
In order to receive the GMS Network Service you are required to have the appropriate Spark Digital
Essentials – Access: networking service. This Service provides access to the GMS Network
Management Toolsets that are used in the delivery of the GMS Network Service.
This Spark Digital Essentials – Access: networking service can also be used provide you with access
to other Spark Digital Managed Services and Cloud Products, or if an instance already exists – utilised
to provide access for GMS Network.
A separate Spark Digital Essentials Service Schedule will form the detail of this offer.
2.3 Standard Service Features
The key features of the GMS Network - Premium Service are:
GMS Network Premium
Product Features Std Opt
Network discovery and mapping
Availability monitoring
Performance monitoring
Device inventory reporting
Event notification to customer
Event notification to Spark Digital Operations
Performance reporting
Capacity reporting
Incident management
Problem management
Automated configuration backup
Configuration deployment
Service Request fulfilment
Read Only Access
Hardware maintenance
Network Discovery and Mapping: The Spark Digital management system automatically discovers
devices within the customer’s network topology and stores details of these in the central repository for
inclusion in reports presented via a customer reporting portal.
Availability Monitoring: The management system monitors each device for its “up/down” status.
Details are stored in the central repository and used to generate summary reports.
Performance Monitoring: The management system monitors performance levels relevant to different
classes of device. Details are stored in the central repository and used to generate summary reports.
Device Inventory Reporting: An inventory of devices that are managed in the network are accessible
in online reports along with details of location as defined in management systems.
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Event Notification to Spark Digital Operations: The management system detects abnormal events
(e.g. device down) and generates an alert to Spark Digital Operations to initiate diagnose and incident
resolution.
Performance Reporting: Details of performance statistics captured for devices are available in the
portal.
Capacity Reporting: Details of device capacity statistics captured for devices are available in the
portal.
Incident Management: Spark Digital investigates the cause of an incident that it has been advised of,
via either an automated event notification or via a customer logging an incident with the Service Desk.
Customers will also be emailed incident notifications for severity 1 and severity 2 incidents, where they
have opted to select notification of events.
Problem Management: Where reoccurring or multiple related incidents have taken place, Spark
Digital performs analysis of the cause and makes recommendations on steps that can be taken to
prevent future occurrences or reduce the impact of a future occurrence.
Automated Configuration Backup: The management system stores a backup of device
configuration in the central repository. The customer may request a copy of the backup through the
Service Desk.
Configuration Deployment: Spark Digital manages the implementation and deployment of changes
to device configuration requested by the customer.
Service Request Fulfilment: Spark Digital provides a service desk that responds to customer
requests for move/add/change functions.
Read Only Access: The customer has read only access on the device that Spark Digital is providing
the GMS Network Service. Spark Digital has responsibility for all changes made to that device.
Hardware Maintenance: Spark Digital provides an onsite break-fix service for each approved
managed device. Spark Digital provides incident management against predefined SLAs. An
appropriate inventory of spare parts is held at various locations. A choice of three Return to
Operations (see paragraph 3.2, Device Management table) coverage hours is available.
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GMS Network Premium Systems & Processes
Tier 0 NOCTier 1
Service Desk
Tier 2
Operations
Tier 2
Field delivery
Tier 3
Operations
Spark Digital
logistics
Vendor(e.g. Cisco TAC
as required)
Remote
support/
diagnosis
Remote
support/
diagnosis
Nationwide
replacement
Triage events,
perform root
cause analysis
Onsite support
required
Escalation for access
to vendors as
required (Spark Only)
Phone support
CustomerCustomer can view
reporting portal
Event alerts
Assign incidents
Event alerts
Managed Service monitoring and reporting systemsA
CC
OU
NT
MA
NA
GE
ME
NT
SE
RV
ICE
DE
LIV
ER
Y M
AN
AG
EM
EN
T
Provides hardware
restoration service
in place of
standard warranty
Managed Service
maintenance (Mandatory)
2.4 Service Options
The key optional features of our GMS Network service to be selected from are:
Device Rental: Devices to be managed may be provided by Spark Digital on a monthly rental
basis across the term of the contract. The Devices that will be managed are those listed in the
Service Schedule.
Device Rental Contract Term Options Premium
1 Year
2 Years
3 Years
4 Years
5 Years
Hardware maintenance: Spark Digital provides an onsite break-fix service for each approved
managed Device. Spark Digital provides incident management against predefined SLAs. An
appropriate inventory of spare parts is held at various locations. A choice of three Return to
Operations coverage hours is available. This selection determines the hours during which Spark
Digital will undertake hardware support and restoration:
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Hardware Maintenance Service Coverage Hours Premium
Service Support/Restoration Hours Optional
8am - 5pm x 5 days per week excl. public holidays (“8-5x5”)
7am - 7pm x 7 days per week excl. public holidays (“7-7x7”)
24 hours per day x 7 days per week incl. public holidays (“24x7”)
Event Notification to Customer: The management system detects abnormal events (e.g. device
down) and generates a notification email to a nominated customer address informing the
customer what follow-up action is necessary when optionally selected in the GMS Network -
Premium Service.
GMS Network Premium
Product Features Optional
Event notification to customer
2.5 Service Management
Service Management for the GMS Network - Premium Service and its technical support requirements
are provided by Spark Digital Operations. Spark Digital Operations will collate and keep information in
accordance with standard Spark Digital operating procedures for specifications relating to the
operation and maintenance of all equipment and software provided under the service.
The GMS Network - Premium Service Coverage Hours are defined in the following table:
GMS Network Premium
Service Coverage Hours Std Opt
Service Fulfilment
24x7 incl. public holidays
Call Reception
24x7 incl. public holidays
Monitoring hours
24x7 incl. public holidays
Service Support/Restoration Hours
8-5x5 excl. public holidays
7-7x7 excl. public holidays
24x7 incl. public holidays
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Service Coverage Hours Types Service Coverage Hours Definition
Service Fulfilment Hours The hours during which Service fulfilment support desks are
operational.
Call Reception Hours The hours during which incoming telephone calls from
customers to the Spark Digital Service Desk are accepted and logged.
Monitoring Hours The hours during which Spark Digital monitors the customers
network for events and alerts.
Service Support/Restoration Hours
The hours during which a customer can call and report a fault or log a request and when work on it will commence.
Service Support
Problem Management and Service Restoration
Spark Digital Operations will co-ordinate efforts to identify and help fix faults within the GMS Network -
Premium Service product including Hardware Maintenance should they occur. All Problem Management and service restoration calls should be directed to: 0800 65 65 65
Note: Should a customer have a dedicated service desk all calls and email relating to Problem
Management and service restoration should be directed to this service desk in the first instance.
Service Request Management
Normal service and change requests undertaken as a part of the GMS Network - Premium Service
product shall be initiated by the customer contacting the Spark Digital Service Desk.
Service Request (MACs) are to be logged via email: [email protected]
To make a Service Request (MAC) email the GMS Network Service Request Form (Tool) supplied to
you in your Welcome Pack. If you do not have the GMS Network Service Request form (Tool)
available – contact your Spark Digital Account Team
Service and change requests are defined by the following tables.
GMS Network Premium
Service Request (“SR”) Standard
Simple Service Request
Standard Service Request
Complex Service Request
Project
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Service Request Name Service Request Description
Simple Service Request A Simple SR is a change to any service parameters that are:
Listed under change types classified as 'Simple SR' in the GMS
Network Pricing table listed in paragraph 4.2 below;
Non Urgent;
Involving no more than 10 different changes in total to no more than
2 devices;
Simple SRs can be carried out remotely by Spark Digital without
requiring attendance at a customer's site;
Simple SRs would not require LAN or WAN outage;
A Simple SR will not result in any monthly contract changes.
Standard Service
Request A Standard SR is a change that:
Change types classified as 'Standard SR' in the GMS Network
Pricing table listed in paragraph 4.2 below;
A non-urgent change that can be carried out remotely by Spark
Digital without requiring attendance at a customer's site;
A configuration change involving no more than 10 different changes
to 1-10 devices;
A Standard SR will not result in any monthly contract changes.
Complex Service Request
Complex SR can be defined as:
An urgent Simple or Standard SR;
A configuration change involving more than 10 changes to 1-10
devices;
Changes requiring relocations and additions (move / add /
relinquishment);
Any change that require Spark Digital's attendance at the customer
site;
Service Request that has an impact on the customer contract (add,
remove devices or change in service plan).
Project A Project can be defined as large scale changes that:
Involve more than 10 devices;
Involve multiple sites;
Require design involvement;
Require elevated co-ordination or operational effort to implement;
Carry a substantial risk of causing outage on the customer network
or causing alarms on monitored devices that are not directly
involved in the SR fulfilment;
Where a request is classified as ‘Project’ the following applies:
Projects should be managed under the BAU Spark Digital Project
process and may even be required to follow Change Management
(as opposed to Service Request Fulfil) Process.
Note: Should a customer have a dedicated service desk all calls and email relating to service requests and change management should be directed to this service desk in the first instance.
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Consulting and Design
Design and architecture consultancy can be offered in conjunction with GMS - Network as a separate
value added professional service.
All additional design and architecture consultancy work agreed upon with the customer and
undertaken on their behalf will be the responsibility of Spark Digital Professional Services to scope
and deliver.
The GMS - Network Premium product does not incorporate any aspect of design and architecture
consultancy within its offer.
2.6 Customer Responsibilities
It is the customer’s responsibility to:
Comply with this The GMS Network - Premium Service Product Specification;
Ensure that everyone the customer is responsible for or that uses this service complies with this
The GMS Network - Premium Service Product Specification;
Provide, configure, operate and support related systems;
Provide Spark Digital with information about the customer's requirements;
Providing a single point of contact for the Spark Digital Service Desk, who will in turn be provided
a Spark Digital internal incident number for every case;
Ensuring that Requests for Service, Change and incidents are clearly communicated to Spark
Digital though the agreed processes;
Assist Spark Digital with implementation, fault resolution, service requests or MAC;
Owning and ensuring any Changes required are implemented via Spark Digital. Spark Digital will
provide input into changes limited to work as requested under a formal service request or MAC;
Provision of the authority to process, approve and schedule Requests for Change and to ensure
that all required information and approvals have been made before submitting a Request for
Change;
Ensuring, through the use of industry recognised tools, that any software forming part of the
managed infrastructure is not affected by any disabling code;
Provision of all consumable items required for the environment;
Provision of access to the devices to be managed by this service. This may be via a Spark Digital
or third party IPVPN service or an internet facing connection via the Essentials Access Product
Agree and authorise purchases and upgrades reasonably recommended by Spark Digital for;
stability, Common Operating Environment and IT hardware and software refresh;
Controlling security and security policy outside the scope of the management services, including
physical security, end user accounts, passwords and disposal of sensitive material;
Ensuring that all devices connected to the customer's network adhere to security and
management policies;
Reviewing any Requests for Change or Impact Assessment Report and/or Statement of Work
recommendations provided by Spark Digital. Where the customer rejects a change
recommended by Spark Digital in a Request for Change or Impact Assessment Report and/or
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Statement of Work that materially affects a Service Level, the customer assumes responsibility for
the risk identified and Spark Digital shall be relieved from meeting the service level in question.
2.7 Service Implementation
Spark Digital will carry out the following Service Implementation activities:
Spark Digital will coordinate the initial implementation project;
Spark Digital will work with the customer's staff, providing all necessary scoping, planning, design,
process documentation and implementation required to provide the services described in this
Product Specification;
Discovery and mapping of network infrastructure, monitoring and alerting policies and parameters
that relate to the scope, pricing and delivery of the proposed The GMS Network - Premium
Service Service;
Provide planning and design as appropriate to the Service Implementation;
Configure all solution components with the customer, establishing appropriate alerting threshold
levels;
Installing the remote management network and any tools required for remote monitoring and
management of IT or Telecommunications equipment supported by Spark Digital;
Overseeing and integrating the build of all required solution infrastructure as required under the
scope of this Product Specification;
Work to a transition window of an agreed time frame to ensure management continuity;
Communicating support processes, contact numbers and details to nominated customer
personnel;
Complete all activities on the acceptance plan and progress sign off by the customer;
The Service Implementation phase will be completed when all activities identified in this
paragraph 2.6 above have been completed and signed off by the customer.
2.8 Service Boundaries
Unless agreed otherwise, these Services do not include the following:
Management of security components that may reasonably be expected to be found within a
network device, such as; IDS/IPS, firewall module etc.;
Mobile voice services;
The customer's in-house applications support and development, other than as required at the
Service Desk;
Financial management of the customer's information technology and communications
Configuration or on-going support of the customer's applications, other than in-scope shrink-
wrapped applications;
Support of non-Windows / Intel hardware and system software unless otherwise specified herein;
Repair of equipment when not authorised by the manufacturer to do so;
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On-site repair or replacement of faulty equipment not covered by an on-site maintenance repair or
replacement agreement;
Configuration or ongoing support of database management system software and databases;
Configuration or ongoing support of web or application server software;
Installation, upgrades or repair of wiring closets and wiring between closets and workstations;
Consumables, including stationery, printer toners, and fuser assemblies, laptop batteries etc.;
Costs, including parts and labour, relating to non-warranty device or asset management of the
customer's ICT components;
If Spark Digital is requested to assist the customer with any items listed above as exclusions,
additional charges may apply on a time and materials basis, which shall whenever reasonably
possible be notified by Spark Digital to the customer prior to commencing work on excluded
services.
3. SERVICE TARGETS
This section lists the following:
Functional Performance targets – performance targets of the service itself.
Service Delivery Performance Targets – performance targets for Spark Digital’s delivery of the
service.
Provisioning/Change Performance Targets – performance targets for Spark Digital’s
implementation of and changes to the service.
3.1 Functional Performance Targets
The GMS Network - Premium Service Functional Performance Targets are defined in the following
tables.
Functional Performance
Target Name
Functional Performance Target
Description Service Target
GMS Network Maintenance
Window
The period when routine
maintenance can be undertaken
on the GMS Network monitoring systems.
Weekly maintenance window for
the GMS Network monitoring
service is between 2:00 am to
7:00 am, Sunday (NZST). Usual
customer notification service
levels apply for providing adequate notice to customers.
3.2 Service Delivery Performance Targets
The GMS Network - Premium Service Delivery Targets are defined in the following tables.
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GMS Network Premium
Delivery Performance Targets Std
Standard Product
Billing Enquiry Response
Planned Outage Notification
Call Answering
Alarm Notification
Initial Restoration Update
Incident Response Time (remotely resolvable incident)
Progress Updates (remotely resolvable incident)
Return To Operation (remotely resolvable incident)
Remote Configuration Release
Incident Response Time (hardware failure incident)1
Progress Updates (hardware failure incident)1
Return To Operation (hardware failure incident)1
Note
1. Applicable where hardware maintenance options have been selected
Delivery Performance
Target Name
Delivery Performance Target
Description Service Target
GMS Network Monitoring Service
Billing Enquiry Response The elapsed time during service
hours between reception of a
billing enquiry and a response
from Spark Digital.
Note: billing enquiries should be
directed to the customer’s Service
Delivery or Account Manager and
not through the Spark Digital Service Desk.
Within 5 Business Days.
Planned Outage Notification Elapsed time between advising
customer of a planned outage
and the planned outage commencement
During the Maintenance
Window (see paragraph 3.1 above): within 5 Business Days
Outside of the Maintenance
Window: within 10 Business
Days
Emergency planned outages:
as much notice as possible
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Delivery Performance
Target Name
Delivery Performance Target
Description Service Target
Call Answering The time taken to answer calls to
the Spark Digital Service desk.
Calls abandoned within 20
seconds are excluded from this measure.
80% of calls are answered within
20 seconds during Call Reception
Hours
Return to Operation (device
monitoring)
The elapsed time from the receipt
of an alarm indicating device
monitoring has been interrupted,
until it has been restored.
95% within 2 Monitoring Hours
Device Management
Alarm Notification The elapsed time between a
Device impacting alarm
occurrence and the customer
being notified that it has occurred
and is being investigated and/or resolve
95% within 1 Service Restoration
Hours
Initial Restoration Update The elapsed time between Call
Reception or Device alarm
occurrence and the customer
being notified that initial diagnosis
is completed. An estimated
restore time will be provided, if known.
95% within 60 minutes of Call
Reception or alarm occurrence, during Service Restoration Hours.
Incident Response Time
(remotely resolvable
incident)
The elapsed time between call
reception or device alarm
occurrence and remote initiation of corrective action
Priority 1: 95% within 1 Service
Restoration Hours
Priority 2: 90% within 4 Service
Restoration Hours
Priority 3: 90% within 8 Service
Restoration Hours
Priority 4: 100% within 8 Service
Restoration Hours unless otherwise agreed
Progress Updates (remotely
resolvable incident)
Frequency of updates to the
customer on the status of device
return to operation activities for remotely resolvable incidents
Priority 1: hourly during Service
Restoration Hours unless otherwise agreed
Return To Operation
(remotely resolvable incident)
The elapsed time between call
reception or device alarm
occurrence and confirmation to
the customer that the device has
been returned to operation for remotely resolvable incidents.
Priority 1: 95% within 2 Service
Restoration Hours
Priority 2: 90% within 4 Service
Restoration Hours
Priority 3: 90% within 48 Service
Restoration Hours
Priority 4: as agreed with
customer
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Delivery Performance
Target Name
Delivery Performance Target
Description Service Target
Remote Configuration Release
Elapsed time between
acceptance of request to release
configuration and completion of implementation.
As agreed with the customer
Hardware Maintenance
Incident Response Time
(hardware failure incident)¹
The elapsed time between Call
Reception or device alarm
occurrence and onsite initiation of corrective action.
Priority 1: 95% within 1 hour
during selected Service
Restoration Hours
Priority 2: 90% within 4 hours
during selected Service
Restoration Hours
Priority 3: 90% within 8 hours
during selected Service
Restoration Hours
Priority 4: within 8 hours during
selected Service Restoration
Hours or as agreed.
Progress Updates (hardware
failure incident)¹
Frequency of updates to the
customer on the status of device
return to operation restoration
activities for incidents requiring
onsite attendance
Priority 1: hourly during Service
Restoration Hours unless otherwise agreed
Return To Operation
(hardware failure incident)¹
The elapsed time between call
reception or device alarm
occurrence and confirmation to
the customer that the device has
been returned to operation for
incidents requiring onsite attendance
Priority 1: 95% within 6 hours
(metro) or within 8 hours (non-
metro) during selected Service Restoration Hours
Priority 2: 90% within 9 hours
(metro) or within 12 hours (non-
metro) during selected Service Restoration Hours
Priority 3: 90% within 2 Business
Days (metro and non-metro)
Priority 4: As agreed with
Customer
1. Applicable where hardware maintenance options have been selected.
3.3 Incident Priority Matrix
Incident priority is determined from a combination of Impact and Urgency, as described below. Impact
is the effect of the Incident on the client’s business, measured by the number of the client’s users and
the extent of the Client’s ICT Infrastructure that is affected. Urgency indicates the speed of action
required, the degree to which the business can bear a delay in resolution and the availability of a
Workaround or Fix. Priority considers impact and urgency to ensure available resources are applied
effectively according to business rules and Service Levels.
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Impact Description
Enterprise Impact to all users at multiple client sites
Impact to a critical site, system or service
Site/Dept Impact to all users at a single client site
Impact to all users in one department
Multiple Users Impact to multiple users at several sites
Impact to multiple users at one site
One User Impact to a single user
Impact occurred once only
Urgency Description
1
Critical Will have serious impact on client business if not resolved within P1
target timeframe
2
High Will have serious impact on client business if not resolved within P2
target timeframe
3 Average
Will have serious impact on client business if not resolved within P3 target timeframe
4
Low Will not have serious impact on client business
Priority =
Impact & Urgency
Urgency
1 2 3 4
Imp
act
1 P1 P1 P2 P2
2 P1 P2 P2 P3
3 P2 P2 P3 P3
4 P2 P3 P3 P4
3.4 Provisioning/Change Targets
The GMS Network - Premium Service Provisioning / Change Targets are defined in the following table.
GMS Network Premium
Change/Provisioning Targets Std
Remote Configuration Release
Simple Service Request Completion
Standard Service Request Completion
Complex Service Request Completion
Project Completion
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Change/Provisioning
Target Name
Change/Provisioning Target
Description Service Target
Remote Configuration Release
Time to implement any remote
configuration change following
confirmed acceptance.
Within 2 Business Days.
Simple Service Request Completion
The elapsed time between receipt of
Service Request classed as Simple
and fulfilment of the Service Request
90% within 10 business hours
Standard Service Request
Completion
The elapsed time between receipt of
Service Request classed as Standard and fulfilment of the Service Request
As agreed
Complex Service Request
Completion
The elapsed time between receipt of
Service Request classed as Complex and fulfilment of the Service Request
As agreed
Project Completion The elapsed time between receipt of
Service Request classed as a Project and fulfilment of the Service Request
As agreed
4. STANDARD FEES AND INVOICING
4.1 Invoicing
Customer Fees may include one or more of the following:
Installation Fees
Monthly Fees
Moves, Adds and Changes Fees
Call Out Fees.
Implementation Fees
Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing,
activation and handover.
Project Management Fees
Project Management fees are invoiced in arrears and cover items such as organising customer and
third party resources and equipment, achieving project budgets, timeframes and deliverables, and
minimising project risk.
Fixed Monthly Fees
Fixed monthly fees are invoiced in advance and cover the provision and management of the GMS
Network services included in the customer’s GMS Network Service Schedule. Fixed monthly fees are
applicable from the date that Spark Digital advises the customer that the service is capable of being
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used between the designated service delivery points. Spark Digital is not responsible for the
customer’s non-use of the service due to implementation delays beyond the service delivery points.
Variable Fees
Any applicable variable fees, for example associated with time, volume or usage, are normally
invoiced monthly in arrears.
Miscellaneous Fees
One-time fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations,
and configuration changes requested by the customer.
4.2 Service Requests – Moves Adds and Changes (MACs)
Definitions:
Moves and Adds: are relocations of or additions to site connections or terminating equipment that
require Spark Digital attendance at a customer's site.
Configuration Changes: Configuration Changes are changes to any service parameters that are
carried out remotely by Spark Digital without requiring attendance at a customer's site.
Complex Service Requests (MACs): Spark Digital and the customer will treat complex MACs as a
project for which a timetable and charges will be agreed.
Service Hours: All Service Requests (MACs) will be carried out at Spark Digital's discretion during the
agreed service hours. There is an additional charge for implementing MACs at a specific time
requested by the customer.
Service Request (MAC) Fees: shall be charged as per clause 4 of the Service Schedule.