dce lab sla

8/11/2019 DCE LAB SLA

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STQC

SERVICE LEVEL AGREEMENT (SLA)

between

and

for


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STQC

TALE %& C%NTENTS

PURP%SE''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''

SC%PE %& AGREEMENT'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' '

Services and Requests Covered Under This Agreement............................................................................. 3

CANGES T% SERVICE LEVEL AGREEMENT (SLA)'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' *

Termination of Agreement............................................................................................................................ 6Non-Appropriation...................................................................................................................................... .. 6

Amendment to Agreement................................................................................................................... ........ 6Ne App!ications or "evices........................................................................................................................ #

PR%CESSES AND PR%CEDURES RELATED T% TIS AGREEMENT''''''''''''''''''''''''''''''''''''''''''''''''''''''''+

Ca!! $anagement %rocess........................................................................................................................ ... #S&A 'unding Agreement.............................................................................................................................. #

Addenda....................................................................................................................................................... #

METRICS''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' "

$etrics Reporting......................................................................................................................................... (

GENERAL TERMS AND C%NDITI%NS'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' "

Term of Agreement....................................................................................................................................... ()rgani*ations........................................................................................................................................... .... (

Approva!s.................................................................................................................................................. ... (+e, Contacts................................................................................................................................................ ("ependence on )ther )rgani*ations........................................................................................................... (

APPENDI, A - DE&INITI%NS''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ''$#

Support Request........................................................................................................................................./or0 )rder.................................................................................................................................................&eve!s of Support...................................................................................................................................... .

APPENDI, - R%LES AND RESP%NSIILITIES'''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ''$$The 1endor.................................................................................................................................................The )rgani*ation........................................................................................................................................

%rogram $anager................................................................................................................................ .. 2nfrastructure Support $anager............................................................................................................. 2+e, )perator.......................................................................................................................................... 3

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STQC

P.r/o0e

The purpose of this Support Service &eve! Agreement 4S&A5 is to forma!i*e anarrangement eteen "C74hereinafter8 the Organization5 and STQC 4hereinafter8 theVendor5 to de!iver equipment and support services8 at specific !eve!s of support8 and at anagreed-upon cost.

This S&A is intended to provide detai!s of the provision of equipment and support services, STQC.

This S&A i!! evo!ve over time8 ith additiona! 0no!edge of the c!ient requirements8 ase!! as the introduction of ne devices and services into the support portfo!io provided ,STQC.

S1o/e of A2ree3ent

The fo!!oing equipment and services are provided in response to the proposa! sumitted, the 1endor to the )rgani*ation in accordance ith a Request for %roposa!s for the9setting up of T !as:.

Ser451e0 and Re6.e0t0 Co4ered Under T750 A2ree3ent

The fo!!oing services are provided , the 1endor to the )rgani*ation;

. Deployment and Maintenance of Digital and analogue devices:This is a!!-inc!usive ofequipment8 maintenance8 parts8 trave!8 toner8 and a!! consuma!e supp!ies e

2. Manufacturer Preventative Maintenance: %reventative maintenance sha!! eperformed as the frequenc, prescried , the manufacture.

3. Guaranteed Service Response ime: The guaranteed in-person response timefo!!oing an, service ca!! sha!! e four 4?5 usiness hours or !ess8 norma! usinesshours 4( a.m. - @;3 p.m.8 $onda, - 'rida,5. The response time egins hen therequest is !ogged ith the 1endors pro!em-tic0eting s,stem and is stopped hen thetechnician !ogs the arriva! at the equipment site and meets ith the +e, )perator.>

?. Device !ptime "evels:The guaranteed in-person response time fo!!oing an, serviceca!! is four 4?5 usiness hours or !ess. f the 1endor is una!e to respond to an,service ca!! ithin four 4?5 hours from the time the ca!! as p!aced the 1endor sha!!provide copies8 on that device8 at no charge for the fo!!oing month8 and a!! pena!ties

re!ated to rep!acement and further meter cost reductions app!, to an, device that fa!!se!o B@ uptime for an, tent, 425 or0ing da, period.

The minimum accepta!e !eve! of uptimefor an, device sha!! e B@ as determined ,the fo!!oing formu!a;

f the ca!! can e satisfactori!, reso!ved via te!ephone support8 it sha!! e deemed an accepta!e vendor response.

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STQC

!ptime $ %otal ime2& "ost ime#'(otal ime ) 1**+

f uptime for a device fa!!s ithin the B?-B range during an, tent, 425 or0ing da,period8 the meterage charge to the )rgani*ation sha!! e reduced or credited , @ onthat device.

f uptime for a device fa!!s ithin the (B-( range for an, tent, 425 or0ing da,

period8 the meterage charge to the )rgani*ation sha!! e reduced or credited , 3.

f uptime for a device fa!!s ith the range of #B or !oer for an, tent, 425 or0ing da,period8 no month!, pa,ment or fu!! credit i!! e e


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STQC

?. 0etor Support; 1endor support staff sha!! e avai!a!e after mar0et support ofnetor0ing devices and assisting the )rgani*ations staff. This inc!udes conductingsite surve,s and proposing devices or dep!o,ment strategies.

@. 3leet Management:A!! device de!etions8 additions8 and modifications sha!! e at thesame cost rates. "e!etions ma, not e


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STQC

the 1endors pro!em-tic0et s,stem8 hich i!! detai! tic0et management performanceagainst S&A targets in the 1endors case management process.

Genera8 Ter30 and Cond5t5on0

Ter3 of A2ree3ent

This agreement is in effect upon the date of acceptance of this agreement and ends onthe !atest date specified in an, terms of the Statement%s' of 7orsumitted , the 1endorand agreed to , the )rgani*ation.

%r2an5:at5on0

This agreement is eteen the )rgani*ation and the 1endor8 as named on the cover ofthis agreement.

A//ro4a80

n order to ma0e this agreement operationa!8 approva!s as per ,ppendi) 9 of theStatement of 7ormust e in p!ace. 4Note; S)/ Appendices are created for each necontract5

;e Conta1t0

+e, contacts are shon in ,ppendi) 9 of the Statement of 7or. 4Note; S)/Appendices are created for each ne contract5

De/enden1e on %t7er %r2an5:at5on0

The )rgani*ation is dependent on other interna! groups ithin the 1endor of services4human resources8 hardare assem!, etc.58 and e


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STQC

A//end5= - Ro8e0 and Re0/on05b585t5e0

T7e Vendor

The 1endor has the fo!!oing genera! responsii!ities under this agreement;

The 1endor i!! conduct usiness in a courteous and professiona! manner ith the)rgani*ation.

The 1endor i!! use its on appropriate he!p des0 to provide &eve!- support8 inc!udingcreating pro!em tic0ets and or0 orders and assigning responsii!it, to the appropriate&eve!-2 1endor resource.

The 1endor i!! use its on appropriate interna! group to provide &eve!-2 server8 netor08 andinfrastructure support services.

The 1endor i!! otain the )rgani*ations approva! efore tic0et c!osure.

)nce a support request has een sumitted8 the 1endor i!! ma0e itse!f avai!a!e to or0 iththe )rgani*ation support resource assigned to the support request.

The 1endor i!! attempt to reso!ve pro!ems over the phone on first ca!!.

The )rgani*ations end-users i!! not contact the 1endors support resources direct!, toreport a pro!em. A!! pro!em ca!!s must e !ogged through the appropriate he!p des0.

The 1endor i!! provide a!! necessar, and requested documentation8 information8 and0no!edge capita! to the )rgani*ation prior to the start of support of a ne device orfunctiona!it,.

T7e %r2an5:at5on

The )rgani*ation has the fo!!oing genera! responsii!ities under this agreement;

The )rgani*ation i!! conduct usiness in a courteous and professiona! manner ith the1endor.

The )rgani*ation i!! provide a!! information required to open a support request.

The )rgani*ation i!! !og a!! information from the 1endor required to esta!ish contactinformation8 document the nature of the pro!em and the 1endors hardare=netor0environment 4as app!ica!e5.

There are severa! ro!es dep!o,ed ithin the )rgani*ation that are integra! to the provisionof equipment and support services , the 1endor. These ro!es inc!ude the fo!!oing;

Program Manager

The )rgani*ations %rogram $anager or0s as a point of contact for a!! activities re!atingto the transition of a ne or modified device from a 1endor deve!opment team to the)rgani*ations support team and the decommissioning of supported devices.

Reporting to the )rgani*ations $anagement8 the %rogram $anager is responsi!e forp!anning8 coordinating8 and overseeing the transition of a ne devices into support8inc!uding;

&iaising eteen the )rgani*ation and the 1endors team and proHect managers

&iaising ith the )rgani*ations user departments

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STQC

7nsuring a!! required documentation8 information8 and 0no!edge capita! has een preparedas per transition chec0!ist and turned over prior to the start of support for a ne app!ication

$anaging a!! activities re!ating to transition;

dentif,ing resource requirements

dentif,ing a!! access requirements

$eeting ith the 1endor team to set up time!ine and deve!op transition=dep!o,ment p!ans

Revieing training p!ans for +e, )perators and users

Negotiating resource assignments ith )rgani*ation staff.

Dand!ing i!!a!e services to the 1endor;

7nsuring that S&A targets are met 4coordinating a!! activities to ensure a!! tas0s areperformed in a consistent manner and on schedu!e5

7nsuring a!! or0 is performed according to the agreed-upon or0 methods andstandards that are in effect ithin the )rgani*ation and the 1endor

Acting as point of esca!ation for issues e,ond usua! scope

%articipating direct!, in the production of the associated de!ivera!es.

Infrastructure Support Manager

The )rgani*ation nfrastructure Support $anager i!! provide the overa!! direction of theactivities required from the )rgani*ations nformation Services "epartment8 participatedirect!, in the associated de!ivera!es8 and i!! negotiate ith the 1endors supportmanager regarding the introduction of enhancements and the schedu!ing of tas0s. Thenfrastructure Support $anager i!! report to the )rgani*ation %rogram $anager8 ithduties that inc!ude;

&iaising ith other )rgani*ation groups

Assessing the or0!oad for each support request and assigning or0 to the team memerhaving the appropriate technica! 0no!edge

Assisting in conducting a!! root-cause ana!,sis and ug-fi< iso!ation and reso!ution activities8and associated documentation for the individua! tas0s8 as assigned , the )rgani*ation%rogram $anager

Acting as a point of contact for a!! issues for the )rgani*ations infrastructure

"etermining 4for enhancements5 the potentia! high-!eve! effort for a!! changes

dentif,ing a!! tas0s associated ith each support request and deriving estimates for thecomp!etion of each tas0 for )rgani*ation staff and resources

Conducting and participating in testing ith the 1endor as needed

%roviding 0no!edge transfer to 0e, )rgani*ation support specia!ist on regu!ar asis.

Key Operator

The )rgani*ation i!! provide designated )rgani*ation resources to act as device-specificpoints of contact for each device dep!o,ed. "uties i!! inc!ude;

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STQC

&iaising ith the users on service requests

Acting as a point of contact for a!! issues re!ated to their specific device

Assisting ith 1endor support staff in pro!em reso!ution

Jenerating service requests

Transferring training and 0no!edge of their specific device to users as needed.

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dce lab sla

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