SERVICE LEVEL AGREEMENT |
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Purpose The purpose of this Service Level Agreement (SLA) is to formalize an arrangement between ALT N and the CLIENT to deliver specific services in respect to the PROJECT developed. This document is intended to provide details of the provision of these services to the CLIENT. Background Application is a fully hosted solution where ALT N is responsible for the installation and configuration at the web server; the CLIENT purchases the server from the data centre to host the PROJECT ALT N hosts the PROJECT on the data centre web servers, and the CLIENT users access it remotely via the internet. CLIENT has their own separate Mysql Database with access logging and security enabled. Scope of Agreement This agreement provides the CLIENT with access to their own PROJECT database, the following guaranteed services, and support in response to requests from the CLIENT to ALT N. Disaster Recovery For disaster recovery, ALT N have web servers hosted by 2 organizations with data centres in different countries. Our primary servers are located in UK with 1&1; alternative servers are in India with VSNL. In the event of a disaster occurring at the data centre hosting the PROJECT (i.e. the servers located at that data centre will be unavailable for more than 24 hours), ALT N will restore the CLIENT database to a server on the other data centre within 24 hours. The restore will use the last offsite copy of the daily backup. Requests For Support A request for support will require the CLIENT to either call or email the ALT N Help Desk. The following services are provided in response: Corrective maintenance Defined as activities associated with root-cause analysis and bug-fix isolation and resolution: Root-cause analysis Analysis of the root causes of problems. Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed in a timely fashion. Bug fixes Defined as the emergency repair of any PROJECT operation that does not comply with expected system operation. This includes system errors, "hung" or halted screens, or unexpected results within the system that render it unusable for the purpose for which it was designed. Assistance with application usage and configuration Advice about or education on how to use the PROJECT. Assistance with application environment support Advice on the browser environment required by PROJECT (installing ActiveX components, security settings etc). Recording requests for system enhancements Ideas and requests for system enhancements will be formally logged and noted for consideration by ALT N for inclusion in a future release. Automatic Services Backups Daily backups and offsite copies of the CLIENT Mysql database will be taken and archived (10 versions of backups are kept at any one time). Application monitoring Every effort will be made to conduct periodic monitoring of PROJECT to assess application availability. Knowledge management Recording, storing, and retrieval of information to assist in the resolution of problems will be established and maintained. Requests for Services NOT Covered Under This Agreement This agreement does not cover the following requests. However, ALT N would be pleased to provide a separate statement of work in proposing services to address any of the following: Training ALT N provide standard and bespoke training on PROJECT, but this is not included within this SLA. Assistance with application usage when unsupported or non-standard hardware or software is involved Use of unsupported or non-standard hardware or software often results in unexpected behaviour of otherwise reliable systems. New development Any change in a database or system that involves functionality not within the current release, even if the new functionality would seem to be an improvement over the old one. Data conversion Any data conversion or data import that cannot be carried out by the standard facilities available within PROJECT. General Terms and Conditions Term of Agreement This agreement is in effect upon the date of acceptance of this agreement and continuous till the CLIENT or ALT N terminates this contract with a written request. Organizations This agreement is between ALT N and the CLIENT, as named on the top page of this agreement. Appendix A Definitions Support Request For the purposes of this agreement, a Support Request is generally defined as a request for support to fix a defect in existing application code or a request for support that involves no modifications to application code, such as a question. Work Order For the purposes of this agreement, a Work Order is generally defined as any request to make modifications to the functionality of PROJECT or any request to add functionality to PROJECT. Such requests are not covered under this agreement. Support The ALT N Help Desk is manned between 10am and 4pm, Monday to Friday (excluding Bank Holidays). Online chat facility will also be available during operating hours to chat with the help desk assistant directly to explain about any problems you might be facing. This facility will be available from our website www.altnsolutions.co.uk Availability Outside of these hours, voice messages may be left on the Help Desk answer phone for a return call the following business day. The CLIENT may also email requests for support to support@altnsolutions.co.uk Severity Codes The following characteristics are used to identify the severity of a problem report: * Business and financial exposure * Work outage * Number of CLIENTs affected * Workaround * Acceptable resolution time It is not necessary (nor is it likely) to have perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The CLIENT and ALT N will jointly determine the initial severity rating for a call. ALT N management may then negotiate with the CLIENT to modify this severity after the report is elevated to them. The characteristics below do not cover work requests. Severity levels for work requests may carry a different set of characteristics and weightings. Work requests are not covered as part of this service level agreement.
Appendix B Roles and Responsibilities THE Client The CLIENT has the following general responsibilities under this agreement:
Company ALT N has the following general responsibilities under this agreement:
These roles include the following: Technical Support Manager The ALT N Technical Support Manager will provide the overall direction of the activities of the support specialists, participate directly in the production of the associated deliverables, and will negotiate with the CLIENT's support manager regarding the classification of enhancements and the scheduling of tasks. This individual will report to the ALT N Technical Director. His or her duties will include:
Technical Support Assistant The ALT N Technical Support Assistants work as a dynamic team of support professionals who provide PROJECT application support. Reporting to the ALT N Technical Support Manager, they are responsible for the timely submission of all deliverables. Their duties include:
Backup Support Specialist/Developer The ALT N backup support specialists work as a dynamic team of support professionals who provide PROJECT application support. Reporting to the ALT N Technical Manager, they are responsible for the timely submission of all deliverables. Their duties include:
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