Service Level Agreement for

2010-2011

Prepared by:

Managing Director
Date Prepared: 28/06/10

Document Information
Prepared By:

Managing Director

Title:
Reviewed By:

Document Version No:

Document Version Date:

28/06/10

Review Date:

28/06/10

Distribution List
From

Date

Phone/Fax/Email

28/03/10

085 7133521

Phone/Fax/Email

To

Action*

Due Date

Reviewer - To be Decided

Review

28/06/2010

Document Revision History

Ver. No.

Ver. Date

Prepared By

Reviewed
By

Approved
By

Affected Section & Summary of Change

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Computer Services Service Level Agreement

Table of Contents
1. Introduction..................................................................................................................................................
1.1.

Application Profile..............................................................................................................................

2.

Purpose & Scope.........................................................................................................................................

3.

Validity..........................................................................................................................................................

4.

Types of Service...........................................................................................................................................

5.

Service Levels & Response Times...............................................................................................................

Response Times............................................................................................................................................

6.

Escalation & Closure....................................................................................................................................

7.

Change Management...................................................................................................................................

8.

Costing..........................................................................................................................................................
Breakdown of Charges...............................................................................Error! Bookmark not defined.
Additional Consultancy..................................................................................................................................
Payment........................................................................................................................................................

9. Commencements and Termination..................................................................................................................

10. Warranties......................................................................................................................................................
11. Confidentiality.................................................................................................................................................
12. Data Protection............................................................................................................................................

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Computer Services Service Level Agreement

1. Introduction
This document describes the Services and Service Levels provided for applications supported by Computer
Services (). It also covers processes, roles, and responsibilities of the entities involved in providing this
service. The SLA will help establish the relationship between and The . The service levels defined in this
document are mutually agreed between and The .

1.1.

Application Profile
IT Services, Sales and Support
Customer Sites Covered by this SLA
Sites
The

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Computer Services Service Level Agreement

2. Purpose & Scope

The following gives the support agreement between The and Computer Services. It is proposed that the
contract will run from 01/07/10 to 01/07/11. The scope of this agreement covers:

Start of Service Level Agreement

Unlimited telephone/email support

Secure direct access to Servers/Desktops with GoToAssist (Remote Support)

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Computer Services Service Level Agreement

3. Validity
The SLA will be valid from 01/07/2010 to 30/06/2011.
The SLA will be reviewed at the end of the Validity period.
Intermittently, if either of the parties makes a request for change to this document, the SLA will be revised to
incorporate the changes after mutual agreement.

4. Types of Service
Break, fix, analyse and prevent:
The underlying cause of the problem should be resolved so that it does not recur and details of what went
wrong should be provided. Primarily, the service will be diagnosed with recommended changes carried out
by, or under the supervision of, senior Computer Services. Initial diagnosis of a critical fault, even if it
transpires that the problem lies outside s responsibility, will be regarded as normal support.
It is recognized that analysis of the Repeat/Recurring faults may require the live system to be off-line for
longer than normal to allow a full analysis to be done. Should this situation arise then both parties will agree
a plan in advance of any analysis to ensure the fault can be properly addressed.

Hours of Cover
It is proposed that cover should be between the following hours: Description
Days
Monday to Friday
Excluding Bank Holidays

Items
Hours
09:00 to 17:30

It is further proposed that cover will be provided, when absolutely necessary and by prior arrangement only,
for the following additional times, at the following rates: -

Description
Days
Monday to Friday
Saturday/Sunday

Items

Rate
Hours
17:31 to 21:00

130 per hour

09:00 to 17:30
17:31 to 21:00

130 per hour

130 per hour

5. Service Levels & Response Times

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Computer Services Service Level Agreement

Levels of service that will be provided

Telephone Support: This will involve members of The
respond to this call immediately or within 1 hour.

logging a call to IT support on 085 7133521. will

Remote Support: We use GoToAssist from Servers/Dektops On Line to provide secure user initiated web
based access to Servers/Dektops Servers. GoToAssist provides full virtual on-site support.
Email Support: A support call can be logged by sending details of the issue/query to support@o.com The
email will include contact details of the person whom is logging the call.

Response Times
Level 1 or Critical:

System down or 50% plus users impacted

1-hour telephone response On-site within 4 hours

Level 2 or Normal:

System operational, service to users adversely affected

2-hour telephone response, on site within 4 hours

Level 3 or Information:

Minor degradation in system performance

Next working day, depending on other factors

Level 4 or Repeat/Recurring:
No impact to service
Next working day, depending on response from manufacturer

6. Escalation & Closure

Account Manager
, Managing Director, is the Account Manger for The ,
Contact at Office: Mobile: 085 7133521, email: @o.com

Escalation
In the event that progress is not as expected, may be contacted directly.

Closure
Closure of a support request will take place when the person who raised the request is satisfied that the
problem has been resolved. support will request e-mail confirmation that the job is closed.

7. Change Management
Change Requests must be submitted in writing; verbal change requests will not be accepted.
Once a Change Request has been submitted both parties will discuss the impact that this change request
will have on the original SLA. If both parties agree on the new schedule and the increased costs that may be
associated with the Change Request, then the Change Request will be accepted. If both parties do not
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Computer Services Service Level Agreement

agree on the change in schedule and costs then the Change Request is not accepted and the original SLA
stands.
7.1
Any changes identified by to be implemented on The
Management processes and procedures.

8.

Systems will be subject to any IT Change

Costing

Description
Overall Support Agreement pricing
01/07/2010 to 30/06/2011

Term
1 Year

Total Charge ()
850 plus VAT
@13.5%

Additional Consultancy
Additional consultancy, or project work, will be further charged down at the daily rate of 600 (300 per half
day). This price will hold good for the duration of this contract.

Payment
Thirty days from receipt of invoice: The Service Level Agreement will be invoiced annually.

9. Commencements and Termination

9.1

This Agreement shall commence on 01/07/10 and, unless terminated earlier in accordance with
Clauses 9.2 or 9.3 shall continue for a period of one year.

9.2

This Agreement may be terminated forthwith by either party on written notice if the other party is in
material breach of the terms of the Agreement and, in the event of a breach capable of being
remedied, fails to remedy the breach within 30 days of receipt of notice in writing of such breach.

9.3

Either party may terminate this Agreement forthwith on written notice if a receiver, examiner or
administrator is appointed of the whole or any part of the other partys assets or the other party is
struck off the Register of Companies in the jurisdiction where it was incorporated or an order is made
or a resolution passed for winding up the other party (unless such order or resolution is part of a
voluntary scheme for the reconstruction or amalgamation of the party as a solvent corporation and
the resulting corporation, if a different legal person, undertakes to be bound by this Agreement) or if
anything analogous to the foregoing events occurs in any applicable jurisdiction.

9.4

Termination of this Agreement shall not prejudice any rights of either party, which may have arisen
on or before the date of termination.

10. Warranties
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Computer Services Service Level Agreement

10.1

warrants that any services to be provided under this Agreement shall be provided by appropriately
experienced, qualified and trained personnel and that such services shall be rendered with all due
skill, care and diligence.

11. Confidentiality
11.1

and The shall keep confidential any information relating to the business, affairs, plans or products
of the other party designated as confidential or which ought reasonably to be regarded as
confidential which is obtained under or in connection with this Agreement and shall not divulge the
same to any third party without the prior written consent of the other party.

11.2

The provisions of this Clause shall not apply to:

(a)

any information in the public domain otherwise than by breach of this Agreement; or

(b)

information in the possession of the receiving party before disclosure as aforesaid; or

(c)

information obtained from a third party who is free to divulge the same; or

(d)

information which is properly disclosed pursuant to a statutory obligation, the order of a court
of competent jurisdiction or that of a competent regulatory authority.

11.3

The obligations of both parties as to disclosure and confidentiality shall continue in force
notwithstanding the termination of this Agreement.

12.

Data Protection
acknowledges that in providing services under this Agreement, it may process personal data within
the meaning of the Data Protection Acts 1988 and 2003 (the DPA). In such circumstances:
(a)

will only process such personal data in accordance with the instructions of The solely as
strictly necessary for the performance of its obligations under this Agreement; and

(b)

shall implement and maintain such technical and organisational security measures as are
required to comply with its obligations under the DPA.

Signed on behalf of :

Signed on behalf of The :

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Computer Services Service Level Agreement

_____________________

_________________________

Date:

Date:

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Computer Services Service Level Agreement