A service level agreement contracted between the the service vendor and service user. Below example of agreement made for call center software solutions like ( IVR , ACD &CTI).
Demo of SLA or AMC for call center software solutions.
...........................................................................................
AGREEMENT (No) : xxx xxx xxx xxx
This Annual Maintenance contract ( Hereinafter referred to as ( contract) is made on this day (xx) Month (xx)Year(xxxx) between;
Company A .... , having its head office at ................................................( Hereinafter referred to as ( Purchaser)
and
Company B ( hereinafter) referred as "Contractor " having its head office ..................................
Company A and Company B are collectively referred to as the "Parties" or individually to as the "Party".
WHERE AS
A. Service contract for the call center solutions ( Hereinafter referred as Solution) is effective for the period of MONTH DATE YEAR to MONTH DATE YEAR.
B. On the basis of the aforesaid proposal company B has agreed to provide call center software maintenance services to company A to maintain call center solutions is a good operating and working conditions of the services to rectify any failure and malfunctions on the call center solutions in the manner of described in Exhibit A ( Exhibit A is attached end of this document) here to.
C. The parties therefore deemed it necessary to enter into these presents to set out the terms of understanding in writing upon which company A will obtain company B will provide the aforesaid services to company A.
D. All schedules here to shall be constructed in consonance with this agreement.
NOW THEREFORE THIS AGREEMENT WITNESS AND IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES HERETO FOLLOWS
1.Term of this agreement
The contract will remain in force for a period effective from date : ............... to date ...............or until such time this agreement is terminated in the manner specific here in.
2. Scope of services
Demo of SLA or AMC for call center software solutions.
...........................................................................................
AGREEMENT (No) : xxx xxx xxx xxx
This Annual Maintenance contract ( Hereinafter referred to as ( contract) is made on this day (xx) Month (xx)Year(xxxx) between;
Company A .... , having its head office at ................................................( Hereinafter referred to as ( Purchaser)
and
Company B ( hereinafter) referred as "Contractor " having its head office ..................................
Company A and Company B are collectively referred to as the "Parties" or individually to as the "Party".
WHERE AS
A. Service contract for the call center solutions ( Hereinafter referred as Solution) is effective for the period of MONTH DATE YEAR to MONTH DATE YEAR.
B. On the basis of the aforesaid proposal company B has agreed to provide call center software maintenance services to company A to maintain call center solutions is a good operating and working conditions of the services to rectify any failure and malfunctions on the call center solutions in the manner of described in Exhibit A ( Exhibit A is attached end of this document) here to.
C. The parties therefore deemed it necessary to enter into these presents to set out the terms of understanding in writing upon which company A will obtain company B will provide the aforesaid services to company A.
D. All schedules here to shall be constructed in consonance with this agreement.
NOW THEREFORE THIS AGREEMENT WITNESS AND IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES HERETO FOLLOWS
1.Term of this agreement
The contract will remain in force for a period effective from date : ............... to date ...............or until such time this agreement is terminated in the manner specific here in.
2. Scope of services
1) Company B shall provide
maintenance services as specified in Exhibit A to the customer on normal
working days between 9:30am to 5:30pm.
2) Company B shall depute
number of personnel as it feels justified to carry out the required work.
Repair and Service of the equipment will be carried out at customer’s request.
Whether any defective item or component is to be replaced or repaired, shall be
at the sole discretion of Company B. Where any item
is to be sent to principal manufacturer for repairs, packing, forwarding,
custom duties, insurance, cost of repair, in the event of unfair wear and tear
of card, shall be paid by the customer on actual to and fro basis at the
prevailing rates.
3) The defective part/material shall be replaced with
a functionally working equivalent material, which need not be a brand new one
and may be different to the one originally implemented & installed. The
defective part software patch or material shall belong to Company B.
4) Company B shall maintain the service of Company A in
accordance with the maintenance criteria contained in Exhibit A so as to ensure
that the application are in good operating and working conditions and to
rectify any failure and malfunctions.
5) If Company B determines that engineering
changes, such as patch installations
including safety changes, are mandatory for
any Machine, Company B shall decide
to install them after having
discussed with Company A and to select the method of installation
as part of preventative maintenance procedures at no extra cost to customer.
3. Maintenance and Support Services
The maintenance and Support
Services to be provided by COMPANY A to COMPANY B under this Agreement shall comprise the following
services:-
1) Error Verification Procedure
If COMPANY B shall discover any error, shortcoming, malfunction or
other defect in the equipment COMPANY B shall
as soon as practicable notify COMPANY A’s designated help desk of the error, shortcoming, malfunction or other defect as
the case may be.
COMPANY
A shall respond to the said notice
of COMPANY B in accordance with the time frames described in Exhibit A and shall use it’s best efforts
to ascertain the existence of the error, shortcoming, malfunction or other
defect as the case may be and determine the cause in order to rectify or remedy
the said error shortcoming malfunction or other defect as the case may be in
accordance within the time frames.
2) Corrective Maintenance
COMPANY A shall take all
reasonable steps to provide corrective maintenance for
the Application to ensure that the said service will operate according to the
designated specifications and functions and free of malfunctions, errors,
defects or shortcomings.
3) Maintenance Procedures
·
Each party shall treat
as confidential, information
which comes into its possession pursuant to or as a result of or in the performance of this Agreement, whether such information
relates to the business, and sales, marketing or technical operations of either
party or the clientele of either party or otherwise.
·
Neither party shall,
without the written permission of the other, disclose such confidential information
to a third party unless required by law.
·
The operation of this clause shall
survive till the termination notice period of this Agreement.
·
COMPANY A Engineer shall
conduct semi-annual remote health check of Application. Each time COMPANY A
engineer shall provide a report on
health check to Company B along with recommendations for
system improvement, if required.
·
If COMPANY A assigned engineer fails to solve
a critical problem within agreed time then COMPANY A will provide one month
free support service of the same criteria for
8 hrs service down time.
·
A quarterly support performance
meeting will be held at the end of each quarter at Customer/ Contractor
premises to review the quarterly support performance
and propose recommendation for
improvement which might be added to this contract as amendment.
·
COMPANY A shall accept
the service request over telephone followed
by an e-mail. The logging time will be counted from the telephone calls response.
·
COMPANY A will provide and update the telephone numbers, names and
e-mail addresses of the support people/
help desk in the country and abroad quarterly.
4)
Obligations & Covenants of Company
A
1. Single Point of Contact
Company
A is responsible for designating a manager
(and backup) within the IT/Telecom
organization to act as the primary contact support activities. This manager
will be responsible for coordinating
the delivery of all services with
the appropriate COMPANY A representatives.
This contact will be available to meet with the COMPANY A support team
in person or via telephone on a regular basis.
2. Communication of Changes to Environment
Company A will maintain a robust change
management program that includes a communication path to the COMPANY A support
team for pending hardware, software
or network changes affecting Company
A supported IT environment.
3. 24 x 7 Support of all Support Providers
Company A will maintain appropriate levels
of support with all external and
internal vendors that have support responsibility for
equipment that is critical to the computing environment supported by COMPANY A. This support may be provided by COMPANY A,
third parties, or Company
A.
Company A will not directly or
indirectly open alters, modify, reengineer or tamper with the system hardware,
software or layout arrangement without prior written approval of COMPANY A. In
case it is done, the customer shall bear the cost of additional repaired
required and COMPANY A shall hold the right to terminate the present contract.
Company A will not use any agency
directly or indirectly for the maintenance of the system unless approved by COMPANY
A in advance.
4. Remote Support Access
Company A will provide a method for remote support access to all
systems maintained in the Critical Systems environment. This method must be available during support coverage
hours and will be mutually agreed
upon by COMPANY A and Company
A. It will Provide Internet mail access to
facilitate easy written communication.and will provide the capability to upload
files to our ftp site.
5. Defined Escalation Process
Company A will establish an internal
communication plan for critical
problems to ensure rapid resolution and clear communication on a peer-to-peer
basis between COMPANY A and Company
A.
6. Technical Staff Access
Company A will provide COMPANY A’s technical
staff access to Company A building facilities, as needed, during normal
business hours as well as after hours, if necessary.
7. Notify COMPANY A of Changes to Authorized Callers
Company A will notify COMPANY A of changes
to their authorized list of Response Center callers.
8. Installation of Software Patches
Company A is responsible for reviewing patch documentation included with distributed
patches and the installation of
software patches. Schedule regular maintenance periods for
your systems to apply recommended software patches.
9. Data
Company
A is responsible for backup
and recovery of all data and
software controlled by their backend system and staff.
Company A will maintain a current back-up
copy of the operating system and other applicable software programs and data.
10. Maintenance of Security and Environment in the Server room
Company
A is responsible for temperature and humidity control, to enable all servers operating in the optimum condition.
Cleanliness must be maintained.
Company
A will ensure all cablings are properly routed and secured.
Company
A will ensure
sufficient open space around each server, to enable good airflow to cool the
servers and easy maintenance or service repair.
Company
A is responsible to
secure the server room, with access rights to limited number of person.
5) Obligations of COMPANY B
COMPANY B
agrees to provide maintenance service to keep the Application in good working
order. Under this contract COMPANY B shall
provide a minimum of 2 (two) servicing in one year at CUSTOMER’S site. The
Maintenance Schedule will be prepared as per mutual understanding between COMPANY
B and Company A
1) COMPANY B
shall provide ON CALL REMEDIAL
SERVICE. In this case, COMPANY B will
ensure response and resolution time as agreed in this contract. In addition to
this, COMPANY B will ensure that a call
is escalated to COMPANY B support engineers so that within 2 hours
troubleshooting work starts at site and also Company A will get a notification
of it. CUSTOMER will have access to support technical information (via email or web)
related to a problem.
2) COMPANY B shall provide all
necessary labor and technical know-how as required for
the maintenance work.
3) COMPANY B will take
responsibility to restore the operating system from tape backup cartridges or
available documents of system configuration provided by Company A, in case re installation of operating system
is required.
4) If the assigned engineer fails to
solve a critical problem within 16 hours, COMPANY B shall
immediately provide onsite support at no additional cost to Company A, and
resolve the problem
5) In
case of non fulfillment of the agreed Resolution time mentioned for critical problems in Exhibit B by COMPANY B, additional one week Service period will be
added for each 8 hours downtime/out
of production in every contractual year.
6) A dedicated contact point
Name:
Email address:
Phone number
Will be available as per the terms
for Company A Ltd. for
getting faster support.
EXHIBIT
B
SEVERITY
DEFINITION:
Severity
classes are defined as described below and when a problem is logged, it will be
assigned to a particular category/ severity by mutual agreement with COMPANY A
based on the following guidelines:
Severity
|
Definition
|
Critical
|
Complete loss of product or service i.e. a
service-affecting problem. A problem
is deemed to be Critical affecting services due to H/W or anything relates to
business critical.
This class requires immediate action by the
support group.
|
Major
|
Partial loss of product service i.e.,
This class of problem is service affecting and is deemed an emergency;
it requires immediate action by the support group. This type of failure could
involve loss of redundancy due to component failure or the inability to
operate and maintain the platform
due to system malfunction of HW.
|
Minor
|
Functional degradation of system component –
non-service affecting. Examples
include incorrect operation of minor functionality or system components that
are infrequently used. The condition
does not severely restrict such operations.
|
RESPONSE TIME:
Priority
|
Response Time
|
Critical
|
Telephone
and Online support: Transfer to next available engineer of all support request – 24/7.
On site
support : 2 hours response- 24/7
|
Major
|
Telephone
and Online support: Transfer to next available engineer of all support request – 24/7.
On site
support: 6 hours response- 24/7
|
Minor
|
Telephone
and Online support: Transfer to next available engineer of all support request – 24/7.
On site
support: One business day or mutually convenient time.
|
RESOLUTION TIME:
Class
|
Acknowledged*
|
Status Response
|
Target Service Restoration
(No software required) |
Critical
|
30 Minutes
|
Daily, on request.
|
4 hours
|
Major
|
60 Minutes
|
Daily
|
12 hours
|
Minor
|
2 Hours
|
Weekly
|
1week
|
No comments:
Post a Comment