Service Level Agreement between: Celtel Ltd. And Your Company
General Terms and Conditions:
Annual Support Contract Pricing - Fixed monthly fee per machine Prices per machine Support subscription options Annual Monthly Hardware type Stabilisation fee payment payment PC £30 £88 £8 Laptop £30 £88 £8 Server £80 £175 £15 Networked printer £20 £55 £5
Stabilisation comprises: Ironing out of any reported errors Virus detection and removal Installation of 24/7 monitoring agent on servers Application of system service packs and hot fixes Installation of remote control software Notification of any major network faults or shortcomings On-site attendance and remote support is: o Included at no charge to rectify system failures as needed, and 2 hours monthly attendance o Chargeable at £40 per hour, minimum charge 1 hour and thereafter half-hour increments, for site audits, upgrades and new equipment provisioning Travel time and mileage is: o Included at no charge for support work to rectify system failures, unless in excess of 30 mile radius of primary site, thereafter chargeable at £0.40 per mile Broadband Internet access with static IP address is mandatory to allow remote support and ensure adequate protection from viruses and unapproved network access. A one-month cancellation period applies from either side, any refund due calculated pro-rata.
Telephone support is available 09.30-16.30 Mon-Fri excluding public holidays and vacations, these being agreed with minimum 2 weeks notice. On-site working hours are 10.00-16.30 Mon-Fri unless otherwise agreed. Payment is strictly 30 days from date of issue of invoice, usually issued on same day of site visit. Work may be undertaken either onsite where a desk, Internet access and telephone are requested, or offsite at Celtel Ltd.’s office invoiceable as agreed with the Client. For National & European support, travel and subsistence costs apply. Celtel Ltd. is able to work with licensed or freeware products ONLY.
Celtel Ltd. will not be held responsible for financial claims arising from: o loss or damage to programs or data if the Client cannot provide backups of proprietary data or original media o loss or damage to programs or data if the Client fails to implement recommended safeguards, or implements changes without prior consultation o costs incurred due to interruption of business by third parties, or increased usage of chargeable services approved by the Client (e.g. Internet, email) provision of an alternative Service Provider in the event of cancellation of this SLA Purpose of Agreement To ensure the needs of the Client and Celtel Ltd. are met
To maintain the availability and usability of the Client IT network To provide same day telephone response and next working day site technical services on a contracted response when invoked by Client designated staff To define roles, relationships, responsibilities and communications
Infrastructure supported Local and Wide Area Network, hubs and switches, ISP connection and routers.
Local file servers, laptop and desktop PC's, printers and peripherals Licensed software and freeware (non-licensed products will be identified for removal or license purchase) Other as agreed with Client
Priorities, response times and escalation Site issues should be resolved or escalated to the appropriate supplier/warranty provider by next working day Roles and responsibilities Technical Support Client requires Celtel Ltd. to fulfil the following Primary point of contact to resolve technical issues both on-site and remotely
Escalations Ownership Included Excluded Warranty support Hardware and software support User support Inventory management Management reporting Special projects
Manages escalations with designated Warranty suppliers Server and PC environment, local and network peripherals, printers, and LAN equipment Telephone support; up to 2 hours remote diagnostics as available Photocopiers, FAX machines, office supplies and consumables Manages Vendor warranty agreements Procures, installs, configures and maintains agreed hardware and software Assists and guides Client staff with daily problems, queries, or practices Conducts and documents inventory collection Visits site monthly to ensure software updates in place; monthly summary invoice Conducts special projects by agreement with Client
Service provision Communication Escalation Security and confidentiality
Telephone: 09.00 – 16.30 Monday-Friday excluding Public Holidays; on-site 10.00-16.30 unless otherwise agreed Telephone / eMail Verbal contact between Client and Service Provider as required Client will issue Celtel Ltd. an internal network password which will be kept in the strictest confidentiality
Skills and Duties Procurement of new hardware Installation, configuration and commissioning Fault investigation and resolution Daily technical support and assistance In-depth product knowledge Customer focus Servers, PC's, printers, peripherals and network components, Hardware, software, user accounts and profiles Systems, packaged software and Client applications On-site and remotely as required Problem identification, resolution and escalation Ownership of problem to satisfactory resolution
Customer support Product areas Systems Peripherals Networks Operating systems Messaging Packaged software Utilities Components
Additional assistance available, standard hourly rates apply
Servers, PC's, printers, peripherals and network components Printers, PCMCIA adapters, modems, external subsystems & peripherals (CD, scanner etc) 10/100/1000 BaseT cabling and patching, wireless and connectivity equipment Windows NT and 2K/2k3 Server, Windows9x and 2000 Professional, Windows XP, Red Hat, Suse Linux, Windows Vista Microsoft Exchange client Office (Word, Excel, PowerPoint, Access), Outlook; other as supplied, OpenOffice WinZip, Adobe acrobat, anti-virus, firewall Network clients, adapters and protocols (TCP/IP, DNS, DHCP, WINS, FTP)
Operational Level Agreement
Supplier name Primary contact number Primary contact name Email address Office telephone Mobile telephone
Celtel Ltd. ------------------------------------------------------------------01248 725 746 07921 775 318 (Office Hours Only)
Contract details Client Manager Hours of work Response times Non-availability
Designated Client staff 09.30 – 16.30 by telephone Monday – Friday excluding Public Holidays; on-site 10.00-16.30 unless otherwise agreed Same day where possible by telephone; on-site and remote support by next working day Public Holidays; vacations as agreed with Client
Charges Invoicing Payment Contract rates Mileage & travel time
Annual charges will be refunded monthly pro-rata should support be terminated by either party; one month’s notice must be given Supplied on the day of site visit or by email following work carried out Requested within 30 days of receipt of invoice Dependent on Business Profile detailed below Included for support work to rectify system failures, unless in excess of 30 mile radius of primary site, thereafter £0.40 per mile; excluded for site audits, upgrades and new equipment provisioning
For Service Provider (Celtel Ltd.):
For Client (print name):
For Client (signed):
Date:
Date of renewal:
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