STQC

SERVICE LEVEL AGREEMENT (SLA)

between
<STQC>
and
<DCE>
for
<SETTING UP IT LAS>
<!"> <SEPTEMER> <!#$!>
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STQC
TALE %& C%NTENTS
PURP%SE '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' (
SC%PE %& AGREEMENT ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' (
Services and Requests Covered Under This Agreement ............................................................................. 3
C)ANGES T% SERVICE LEVEL AGREEMENT (SLA) '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' *
Termination of Agreement ............................................................................................................................ 6
Non-Appropriation ........................................................................................................................................ 6
Amendment to Agreement ........................................................................................................................... 6
Ne App!ications or "evices ........................................................................................................................ #
PR%CESSES AND PR%CEDURES RELATED T% T)IS 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 .................................................................................................................................. -2
3nfrastructure Support $anager ............................................................................................................. -2
+e, )perator .......................................................................................................................................... -3
Page 2 of 11
STQC
P.r/o0e
The purpose of this Support Service &eve! Agreement 4S&A5 is to forma!i*e an
arrangement 6eteen "C74hereinafter8 the Organization5 and STQC 4hereinafter8 the
Vendor5 to de!iver equipment and support services8 at specific !eve!s of support8 and at an
agreed-upon cost.
This S&A is intended to provide detai!s of the provision of equipment and support services
6, STQC.
This S&A i!! evo!ve over time8 ith additiona! 0no!edge of the c!ient requirements8 as
e!! as the introduction of ne devices and services into the support portfo!io provided 6,
STQC.
S1o/e of A2ree3ent
The fo!!oing equipment and services are provided in response to the proposa! su6mitted
6, the 1endor to the )rgani*ation in accordance ith a Request for %roposa!s for the
9setting up of 3T !a6s:.
Ser451e0 and Re6.e0t0 Co4ered Under T750 A2ree3ent
The fo!!oing services are provided 6, the 1endor to the )rgani*ation;
-. Deployment and Maintenance of Digital and analogue devices: This is a!!-inc!usive of
equipment8 maintenance8 parts8 trave!8 toner8 and a!! consuma6!e supp!ies e<cept
paper and stap!es. The devices are priced at the average month!, cop,ing=printing
vo!umes per device.>
2. Manufacturer Preventative Maintenance: %reventative maintenance sha!! 6e
performed as the frequenc, prescri6ed 6, the manufacture.
3. Guaranteed Service Response ime: The guaranteed in-person response time
fo!!oing an, service ca!! sha!! 6e four 4?5 6usiness hours or !ess8 norma! 6usiness
hours 4( a.m. - @;3. p.m.8 $onda, - 'rida,5. The response time 6egins hen the
request is !ogged ith the 1endorAs pro6!em-tic0eting s,stem and is stopped hen the
technician !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, service
ca!! is four 4?5 6usiness hours or !ess. 3f the 1endor is una6!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!!s
6e!o B@C uptime for an, tent, 42.5 or0ing da, period.
The minimum accepta6!e !eve! of uptime for an, device sha!! 6e B@C as determined 6,
the fo!!oing formu!a;
-
3f the ca!! can 6e satisfactori!, reso!ved via te!ephone support8 it sha!! 6e deemed an accepta6!e vendor response.
Page # of 11
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!ptime $ %otal ime
2
& "ost ime
#
'(otal ime ) 1**+
3f uptime for a device fa!!s ithin the B?-B.C range during an, tent, 42.5 or0ing da,
period8 the meterage charge to the )rgani*ation sha!! 6e reduced or credited 6, -@C on
that device.
3f uptime for a device fa!!s ithin the (B-(.C range for an, tent, 42.5 or0ing da,
period8 the meterage charge to the )rgani*ation sha!! 6e reduced or credited 6, 3.C.
3f uptime for a device fa!!s ith the range of #BC or !oer for an, tent, 42.5 or0ing da,
period8 no month!, pa,ment or fu!! credit i!! 6e e<tended for meterage i!! resu!t up to
the specified month!, figure for the equipment for a one-month period.
3f a device e<periences !ess than B@C uptime during three 435 consecutive tent, 42.5
or0ing da, periods8 the 1endor i!! rep!ace the device ith an equiva!ent device for the
remaining term of the contract at no additiona! cost to the )rgani*ation.
3f a technician cannot satisfactori!, repair a machine fau!t ithin to 425 6usiness da,s8
the 1endor sha!! provide or !oan mu!tifunctiona! printer equa! to the e<isting mode!. The
1endor sha!! ensure that the !oaned device connects to the netor0 and prints ith
e<isting drivers and contro!!ers. This !oaned device sha!! 6e provided at no additiona! cost
to the )rgani*ation8 inc!uding no additiona! meter costs and no additiona! de!iver, costs8
unti! the e<isting device is fu!!, operationa! and functioning in the intended manner.
3n the event a device has had more than three 435 service ca!!s for the same fau!t in an,
quarter period8 a Service Supervisor=$anager sha!! eva!uate the performance of the
device and fu!!, correct a!! pro6!ems ith the device. 3f that device then requires a further
service ca!! for the same fau!t ithin the ne<t B. da,s8 the 1endor i!! remove the device
and !oan the department a simi!ar or equiva!ent mode! unti! the pro6!em device is repaired
and tested at the 1endorAs service faci!it,. A!! pena!ties and meter cost reductions app!, to
an, device that fa!!s 6e!o B@C uptime for an, tent, 42.5 or0ing da, period.>
-. Moves: A!! equipment moves=re!ocations sha!! 6e at no charge. This inc!udes off-site
storage if required8 remova!8 re-insta!!8 testing8 and training.
2. ,fter-.ours Support: A!! requests for support for non-6usiness hours sha!! 6e deemed
to 6e After-Dours Support. After-Dours Support i!! 6e provided free-of-charge if the
1endor is notified 2? hours in advance of the request for After-Dours Support.
3. raining: )n-site training sha!! 6e provided ith each piece of equipment. +e,
)perators and se!ected users sha!! 6e trained for each device and a!! retraining sha!!
6e provided as needed. Training sha!! inc!ude device functiona!it, and usage8 specia!
features8 and service ca!! generation. Additiona! functiona!it, added !ater i!! 6e
inc!uded ith the upgrade8 inc!uding 6ut not !imited to netor0ing8 and scanning.
2
Tota8 T53e E Avai!a6!e time for (;.. a.m. F @;3. p.m. for 2. da,s 4B.@ hours < 2. da,s E -B.5
3
Lo0t T53e E &ost time in hours. The tota! e!apsed time8 ithin an nine and one-ha!f 4B.@5 hour per da,8 6eteen the
!imits of (;.. a.m. F @;3. p.m.8 $onda, F 'rida,8 e<c!uding pu6!ic ho!ida,s that the equipment is una6!e to produce
copies or other primar, functions in accordance ith the specification for reasons attri6uta6!e to equipment fai!ure or
ithdraa! of equipment for remedia! maintenance repair or testing. &ost Time sha!! commence upon notification 6, the
Customer to the 1endorAs specified service dispatch of a fau!t condition hich prevents fu!! uti!i*ation of the equipment
and sha!! end hen the equipment is poered up and read, to e<ecute CustomerAs or08 and the fau!t ca!! has 6een
!ogged as comp!ete 6, the servicing technician.
Page / of 11
STQC
?. 0et1or2 Support; 1endor support staff sha!! 6e avai!a6!e after mar0et support of
netor0ing devices and assisting the )rgani*ationAs staff. This inc!udes conducting
site surve,s and proposing devices or dep!o,ment strategies.
@. 3leet Management: A!! device de!etions8 additions8 and modifications sha!! 6e at the
same cost rates. "e!etions ma, not e<ceed 3C of the insta!!ed 6ase per ,ear. Additions
and modifications i!! 6e at a cost rate commensurate ith the month!,
cop,ing=printing vo!umes.
6. 45ange Management; Ne or changed processes8 practices8 or po!icies that affect the
)rgani*ation support team and that have an impact on the f!eet sha!! 6e presented to
the )rgani*ation to understand8 !earn8 and fo!!o. A!! changes sha!! 6e coordinated
ith the )rgani*ation.
#. !pgrades to ,pplication Soft1are and ,ssociated Devices; )ccurs hen an upgrade
to an e<isting device is re!easedG inc!udes operating s,stem upgrades8 device
upgrades8 softare upgrades8 and manufacturer-required upgrades. 4$anufacturer
requires the 1endor to upgrade in order to maintain 1endor support.5 The upgrade
sha!! 6e coordinated ith the preventative maintenance service ca!!s or schedu!e ith
the )rgani*ation to reduce dontime.
(. Mac5ine Replacement; 3f a device cannot 6e repaired on-site8 a rep!acement of equa!
capa6i!it, ma, 6e introduced to !essen dontime. 3f the device is un-repaira6!e8 a
rep!acement of !i0e or greater capa6i!it, i!! 6e provided for the remaining term of the
agreement. 3f a device i!! 6e don for more than 2(.@ hours 43 6usiness da,s58 the
device sha!! have a temporar, p!acement.
C7an2e0 to Ser451e Le4e8 A2ree3ent (SLA)
Ter35nat5on of A2ree3ent
The )rgani*ation ma, terminate this agreement ithout pena!t, if the 1endor repeated!,
vio!ates the terms of this agreement. 3n such an event the )rgani*ation sha!! give the
1endor 2@ da,s ritten notice of intent to terminate8 de!ivered to the 1endor.
Non9A//ro/r5at5on
'unds for this service are pa,a6!e from )rgani*ation appropriations. /hi!e the
)rgani*ation intend to ma0e ever, effort for continued funding for the period of this
contract8 in the event no funds 4or insufficient funds5 are appropriated and 6udgeted in
an, fisca! ,ear for pa,ments due under this contract8 then the )rgani*ation sha!!
immediate!, notif, the 1endor of such occurrence8 and this sha!! create no further
o6!igation of the )rgani*ation as to such current or succeeding fisca! ,ear and sha!! 6e
nu!! and void8 e<cept as to the portions of pa,ments herein agreed-upon for funds hich
sha!! have 6een appropriated and 6udgeted. 3n such event8 this service sha!! terminate
Page 6 of 11
STQC
ithout pena!t, or e<pense to the )rgani*ation of an, 0ind hatsoever on the !ast da, of
the ,ear for hich appropriations ere received.
A3end3ent to A2ree3ent
An, amendment to the Terms and Conditions of this agreement ou!d require the
approva! of the 1endor and the 1ice Chance!!or of "C7. The amendment of the
agreement ou!d ta0e p!ace through an addendum to this agreement and the recording of
that addendum in an ,ppendi) of this agreement.
There i!! 6e an opportunit, on a quater!, 6asis to ma0e adHustments to this S&A. The
1endor and the )rgani*ation shou!d or0 together to ma0e changes at that time.
New A//851at5on0 or De451e0
Ne app!ications and versions imp!emented during the term of this agreement i!! move
into the 1endorAs support mode! through the 1endorAs process. The 1endor i!! 6e
responsi6!e for initiating and ensuring comp!etion of the appropriate process. These
app!ications i!! 6e incorporated into the inventor, of app!ications supported in ,ppendi)
, of the Statement of 7or2. Changes to the inventor, of app!ications supported i!! 6e
revieed on a regu!ar 6asis8 and if need 6e8 changes to the S&A i!! fo!!o the process
descri6ed in the ,mendment to ,greement section a6ove.
%rocesses and %rocedures Re!ated to This Agreement
Ca88 Mana2e3ent Pro1e00
The 1endorAs pro6!em-tic0et s,stem i!! 6e used 6, a!! support team !eve!s 4here
approva! and technica! access has 6een granted5 to record and trac0 a!! pro6!em reports8
inquiries8 or other t,pes of ca!!s received 6, support. This provides the 1endor ith the
a6i!it, to provide metrics ith regard to this S&A.
SLA &.nd5n2 A2ree3ent
Ii!!ing for services provided under this agreement i!! 6e accomp!ished through direct
6i!!ing to the 1endor under the terms and conditions of the appropriate %urchase )rder
raised for these services. A!! overage costs sha!! 6e itemi*ed on an invoice per device ith
reporting of the associated user accounts.
$etrics
Metr510 Re/ort5n2
Regu!ar reporting i!! 6e provided month!, 6, the 1endor to the )rgani*ation on avai!a6!e
metrics as re!ated to target performance. These reports are e<pected to 6e produced 6,
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STQC
the 1endorAs pro6!em-tic0et s,stem8 hich i!! detai! tic0et management performance
against S&A targets in the 1endorAs 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 on
the !atest date specified in an, terms of the Statement%s' of 7or2 su6mitted 6, the 1endor
and agreed to 6, the )rgani*ation.
%r2an5:at5on0
This agreement is 6eteen the )rgani*ation and the 1endor8 as named on the cover of
this agreement.
A//ro4a80
3n order to ma0e this agreement operationa!8 approva!s as per ,ppendi) 9 of the
Statement of 7or2 must 6e in p!ace. 4Note; S)/ Appendices are created for each ne
contract5
;e< Conta1t0
+e, contacts are shon in ,ppendi) 9 of the Statement of 7or2. 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 services
4human resources8 hardare assem6!, etc.58 and e<terna! supp!iers 4i.e. C3SC)5 in
providing netor0ing services to the 1endor. The 1endor i!! manage the interface to
those supp!iers as it re!ates to the provision of services under this agreement.
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STQC
A//end5= A - Def5n5t5on0
S.//ort Re6.e0t
'or the purposes of this agreement8 a Support Re;uest is genera!!, defined as a request
for support to fi< a defect in e<isting device or a request for support that invo!ves
functiona!it, of the stated device.
>or? %rder
'or the purposes of this agreement8 a 7or2 Order is genera!!, defined as an, request to
ma0e modifications to the functiona!it, of an e<isting s,stem or an, request to add
functiona!it, to an e<isting s,stem. Such requests are on!, covered under this agreement
if under five 4@5 da,s of effort.
Le4e80 of S.//ort
)n!, to !eve!s of support are provided under this agreement. These !eve!s8 hich are
integrated into the 1endorAs support process8 are defined as fo!!os; Standard 4overage
and ,fter-.ours 4overage. Ioth !eve!s are inc!usive ithin the contract ith no further
cost.
This is support provided 6, the appropriate 1endor he!p des0 hen it receives the Support
Request from the )rgani*ation. This represents genera!ist support. 3f this !eve! of support
cannot reso!ve the pro6!em8 the Support Request is passed to the 1endorAs &eve!-2
supports8 hich is then passed to the support specia!ists.
Support Requests are ta0en 6, the De!p "es0 as fo!!os;
)e8/ De0?0 )o.r0 P7one Conta1t
Standard Coverage (;.. a.m. F @;3. p.m.8 7ST8 $onda, F 'rida, 4After
hours8 !eave a voice message for a return ca!! the
fo!!oing 6usiness da,.5
TI"
After-Dours Coverage @;3. p.m. F (;.. a.m.8 7ST8 seven da,s a ee0 TI"
"uring critica! processing periods8 support is e<tended to after-hours for agreed-upon
periods of support is requested 6, the )rgani*ation contacting the 1endor. The
)rgani*ation sha!! notif, the vendor 2? hours in advance 6, phone or e-mai!.
Page < of 11
STQC
A//end5= - Ro8e0 and Re0/on05b585t5e0
T7e Vendor
The 1endor has the fo!!oing genera! responsi6i!ities under this agreement;
The 1endor i!! conduct 6usiness 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!uding
creating pro6!em tic0ets and or0 orders and assigning responsi6i!it, to the appropriate
&eve!-2 1endor resource.
The 1endor i!! use its on appropriate interna! group to provide &eve!-2 server8 netor08 and
infrastructure support services.
The 1endor i!! o6tain the )rgani*ationAs approva! 6efore tic0et c!osure.
)nce a support request has 6een su6mitted8 the 1endor i!! ma0e itse!f avai!a6!e to or0 ith
the )rgani*ation support resource assigned to the support request.
The 1endor i!! attempt to reso!ve pro6!ems over the phone on first ca!!.
The )rgani*ationAs end-users i!! not contact the 1endorAs support resources direct!, to
report a pro6!em. A!! pro6!em ca!!s must 6e !ogged through the appropriate he!p des0.
The 1endor i!! provide a!! necessar, and requested documentation8 information8 and
0no!edge capita! to the )rgani*ation prior to the start of support of a ne device or
functiona!it,.
T7e %r2an5:at5on
The )rgani*ation has the fo!!oing genera! responsi6i!ities under this agreement;
The )rgani*ation i!! conduct 6usiness in a courteous and professiona! manner ith the
1endor.
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 esta6!ish contact
information8 document the nature of the pro6!em and the 1endorAs hardare=netor0
environment 4as app!ica6!e5.
There are severa! ro!es dep!o,ed ithin the )rgani*ation that are integra! to the provision
of equipment and support services 6, the 1endor. These ro!es inc!ude the fo!!oing;
Program Manager
The )rgani*ationAs %rogram $anager or0s as a point of contact for a!! activities re!ating
to the transition of a ne or modified device from a 1endor deve!opment team to the
)rgani*ationAs support team and the decommissioning of supported devices.
Reporting to the )rgani*ationAs $anagement8 the %rogram $anager is responsi6!e for
p!anning8 coordinating8 and overseeing the transition of a ne devices into support8
inc!uding;
&iaising 6eteen the )rgani*ation and the 1endorAs team and proHect managers
&iaising ith the )rgani*ationAs user departments
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7nsuring a!! required documentation8 information8 and 0no!edge capita! has 6een prepared
as 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;
3dentif,ing resource requirements
3dentif,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 6i!!a6!e services to the 1endor;
7nsuring that S&A targets are met 4coordinating a!! activities to ensure a!! tas0s are
performed in a consistent manner and on schedu!e5
7nsuring a!! or0 is performed according to the agreed-upon or0 methods and
standards that are in effect ithin the )rgani*ation and the 1endor
Acting as point of esca!ation for issues 6e,ond usua! scope
%articipating direct!, in the production of the associated de!ivera6!es.
Infrastructure Support Manager
The )rgani*ation 3nfrastructure Support $anager i!! provide the overa!! direction of the
activities required from the )rgani*ationAs 3nformation Services "epartment8 participate
direct!, in the associated de!ivera6!es8 and i!! negotiate ith the 1endorAs support
manager regarding the introduction of enhancements and the schedu!ing of tas0s. The
3nfrastructure Support $anager i!! report to the )rgani*ation %rogram $anager8 ith
duties that inc!ude;
&iaising ith other )rgani*ation groups
Assessing the or0!oad for each support request and assigning or0 to the team mem6er
having the appropriate technica! 0no!edge
Assisting in conducting a!! root-cause ana!,sis and 6ug-fi< iso!ation and reso!ution activities8
and associated documentation for the individua! tas0s8 as assigned 6, the )rgani*ation
%rogram $anager
Acting as a point of contact for a!! issues for the )rgani*ationAs infrastructure
"etermining 4for enhancements5 the potentia! high-!eve! effort for a!! changes
3dentif,ing a!! tas0s associated ith each support request and deriving estimates for the
comp!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 6asis.
Key Operator
The )rgani*ation i!! provide designated )rgani*ation resources to act as device-specific
points of contact for each device dep!o,ed. "uties i!! inc!ude;
Page 1* of 11
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 pro6!em reso!ution
Jenerating service requests
Transferring training and 0no!edge of their specific device to users as needed.
Page 11 of 11