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					The University of South Africa invites tenders from
     suitably qualified service providers for the
    provisioning of a managed wide area network
    (WAN) communication service solution at the
               Unisa Regional Offices.




                    TENDER SPECIFICATIONS




  Tender Ref. No.   PT2012/08   Date of issue   APRIL 2012




                                                         1|Page
                                                         Table of Contents
1.     OVERVIEW ...................................................................................................................... 4

     1.1      Tender Documents.................................................................................................. 4

     1.2      Tender Response Preparation Costs ................................................................... 4

     1.3      Tender Process ....................................................................................................... 5

     1.4      Submission and closing date:................................................................................ 5

2.     SCOPE OF TENDER ..................................................................................................... 5

     2.1      Scope ........................................................................................................................ 5

     2.2      Objective ................................................................................................................... 6

     2.3      Registration and Compulsory Information Session ............................................ 6

     2.4      Dealing with the University..................................................................................... 6

3.     MANDATORY REQUIREMENTS ................................................................................ 7

     3.1      Disclaimer Information ............................................................................................ 7

     3.2      Proprietary and Confidential Information ............................................................. 8

     3.3      Contract/sub-contracting ........................................................................................ 8

     3.4      Documentation ......................................................................................................... 8

     3.5      Pricing ....................................................................................................................... 8

Addendum A: Tender Specification ............................................................................... 10

1.     Managed WAN Services Overview and Objectives ............................................ 10

     1.1      Services Overview ................................................................................................ 10

     1.2      Service Objectives ................................................................................................ 10

2.     Service Environment .................................................................................................. 11

     2.1      Services Scope ...................................................................................................... 11

     2.2      Baseline Information ............................................................................................. 12


                                                                                                                                                  2|Page
3.     Network Services Roles and Responsibilities .................................................... 16

     3.1      Management and Planning .................................................................................. 16

     3.2      Support Services ................................................................................................... 20

     3.3      Help and Service Desk ......................................................................................... 29

     3.4      Relationship and Account Management ............................................................ 31

     3.5      Exclusions .............................................................................................................. 36

4.     Service Management .................................................................................................. 36

     4.1      Objectives ............................................................................................................... 36

     4.2      Definitions ............................................................................................................... 36

     4.3      Service Level Requirements (SLRs) .................................................................. 36

     4.4      Reports.................................................................................................................... 43

     4.5      Service Level Requirement Measurement Exclusions .................................... 44

5.     Referenced Service Tower Appendices ................................................................ 44

Appendices ........................................................................................................................... 45

Appendix 1 – Wide Area Network Site Schedule ........................................................ 45

Appendix 2 – Network Topology ..................................................................................... 49

Appendix 3 – Network Related Work in Progress ...................................................... 50

Appendix 4 – Network Related Future Initiatives ....................................................... 50

Appendix 5 – Service Credits .......................................................................................... 51

Appendix 6 – Definitions ................................................................................................... 57

Appendix 7 - Response Template……………………………..………………………..59

Appendix 8 – Pricing Workbook Template..………….……..………………………..59

Appendix 9 – Network Topology……………………………..………………..………..59



                                                                                                                                               3|Page
 1.      OVERVIEW
The University of South Africa invites suppliers to tender for the supply and maintenance of a
secure Wide Area Network (WAN) communications solution to regional offices of the university.

1.1     Tender Documents
The tender documents comprise of:

 Document                Overview
 Tender Documents
 1. Tender               This document provides Tender requirements and details for
    Specification        responding to the Tender. Addendum A details the Managed WAN
                         service environment, statement of work, service level requirements
                         required by Unisa for the provisioning and ongoing management of
                         the WAN service.
 2. Supplier List        Mandatory information that Unisa requires of all suppliers entering into
    Application Form     a business agreement with Unisa.
    (F25)
 Tender Response Documents
 1. Tender           Tender Specification Response template to be completed by
    Specification    tenderers according to the guidelines provided in the response
    Response         template. The Tender Specification response template is filename
    Template         “Annexure A1 - 2012 Specification Regional Connectivity Tender
                     Response Template.docx”
 2. Pricing              Tenderer will complete the pricing workbook referencing the
    Workbook             instructions within the workbook as guidance to detail their complete
    Response             financial solution proposal, including all material assumptions. The
    Template             Pricing Workbook response template is in filename “Annexure A2 -
                         Managed WAN Services Pricing Workbook Response Template.xls”
 3. Master Services      Tenderers are required to provide a copy of their Master Services
    Agreement            Agreement with their Tender proposal.
    (MSA)


Tender Specification Tenderers must use the Tender Specification response templates to
respond to the Tender.



1.2   Tender Response Preparation Costs
The tenderer shall bear all its costs in preparing, submitting and presenting any response to
this tender and all other costs incurred by it throughout the tender process and any subsequent
tender process will likewise be for the Bidder’s own account. Furthermore, no statement in this
tender shall be construed as placing Unisa, their employees or agents under any contract or
other obligation whatsoever including in respect of costs, expenses or losses incurred by the
Tenderers in the preparation of their response to this tender.



                                                                                      4|Page
1.3   Tender Process
Responses to this tender will be used by Unisa to identify and short-list Tenderers best capable
of meeting the business goals and objectives of providing Managed WAN Outsource services
to Unisa. The following process will be followed in identifying the successful Tenderer:

              Compulsory briefing session: 02 May 2012
              Tender closing date: 14 May 2012
              Evaluation and ranking of the proposals for Unisa
              Potential site visits
              Negotiations with shortlisted Tenderer(s)
              Conclusion of the Master Services Agreement with final selected Tenderer

Appointment as the successful Tenderer from the shortlisted Tenderer(s), for the Managed
WAN Outsource Services shall be subject to the conclusion of the Master Services Agreement
(MSA) on terms and conditions acceptable to Unisa.

1.4   Submission and closing date:
The original, a copy of the original and one electronic copy on CD or DVD of the sealed
tenders must be submitted into the official tender box located in the O R Tambo Administration
Building, room 5 -15, Pretoria Campus, Preller Street, Muckleneuk Ridge. Please quote the
tender reference number PT2012/08 on the sealed envelope.
Closing date: 14 May 2012 @ 12:00
The tender awarded will be conditional and subject to successful negotiations and signing of a
written contract, failing which Unisa reserves the right to withdraw the tender and to award it to
the next tenderer without the need to repeat the tender process.

Late submitted Tenders will not be considered.
Points will be awarded for Broad-Based Black Economic Empowerment.
The decision of the UNISA Management Committee on awarding a tender is final.

Unisa reserves the right to appoint, contract with and monitor the performance of any service
provider it deems will offer the best service in line with its requirements, although it may not
necessarily be the lowest Tenderer. Unisa also reserves the right, in its sole discretion, to re-
advertise, not to retender or not to award the tender



 2.      SCOPE OF TENDER
This section describes the scope of tender submissions for tender ref. no. PT2012/??
2.1   Scope
UNISA’s vision is to be the pre-eminent Open Distance Learning Institution in Africa and the
world. In order to achieve this, Unisa requires rolling out business critical IT initiatives that
require a stable communications platform.
The tender seeks to undo the current challenges and future proof the network communications
platform in order to achieve the current and future needs of the business. This document


                                                                                          5|Page
outlines the Wide Area Network requirements for Unisa regional offices to enable them to
communicate and access services hosted centrally on the Muckleneuk Campus in Pretoria.
Unisa intends awarding a 3-year Master Services Agreements to the successful Tenderer
incorporating the best overall Outsource solution.
2.2   Objective
With 30 terrestrially linked sites and 5 satellite linked sites, 300 000 students and 6000
academic staff, Unisa requires communications technologies between its Muckleneuk Campus
and the regional offices nationally. This communications platform must be an end-to-end fully
managed solution that will cater for the current data environment and the proposed unified
communication and collaboration infrastructure (IP Telephony, Audio and Video) requirements
that are required to provide excellent teaching solution to staff and students.



2.3   Registration and Compulsory Information Session

      COMPULSORY REQUIREMENTS FOR REGISTRATION AND ADMITTANCE TO THE
      PUBLIC TENDER INFORMATION SESSION

        A non-refundable tender registration fee of R300.00 (cash or bank guaranteed
       cheque only) payable at registration
       Submission of Unisa Supplier List Application Form (F25) complete with all supporting
       documentation
       Prospective tenderers must read the tender specification and bring a copy to the
       information session


      Registration Date:    02 May 2012

      Registration Time:    10:00 to 10:30

      Venue:                Function Hall, 4th Floor,
                            Kgorong Building
                            Preller Street, Muckleneuk Ridge
                            Pretoria

The above-mentioned time frames must be strictly adhered to; latecomers will not be
registered and admitted to the information session. The information session will commence
immediately after registration.


2.4   Dealing with the University
It is expected that any queries raised, will be answered at the information session. Suppliers
must not contact any member of UNISA directly with respect to queries they may have with this
tender after the information session.




                                                                                    6|Page
 3.           MANDATORY REQUIREMENTS
The following Mandatory Requirements must be adhered to:

              Attendance of compulsory information session
              B-BEE Certificate from a SANAS accredited verification agencies or proof of
               exemption
              Completed Supplier List Application Form(F25)(available on the website
               www.unisa.ac.za/tenders)
              Resolution - Authority to sign available on the website www.unisa.ac.za/tenders)
              Original and valid SARS Clearance certificate
              Company/Close Corporation registration certificate
              Valid letter of good standing from the Compensation Commissioner
              Financial Statements:
                      o One set (2 years comparative figures) of the most recent audited financial
                           statements for companies or financial statements signed by the
                           accounting officer for close corporations
                      o Where the financial statements of the holding company are submitted, a
                           signed letter be included from the holding company that they would be
                           liable if the subsidiary defaulted. Failure to submit such a letter will
                           disqualify the tender submission
                      o The financial statements must be submitted as a separate bound
                           document


              Completed Tender response template (refer to 1.1 Tender Documents above).

Note:
Supplier Documents
All documents submitted in support of this tender must be documents of the tendering unit.
Documents submitted may not pertain to different companies or units within a group. For
example, a tenderer cannot submit its own B-BBEE certificate but the SARS certificate, etc. of
other companies in the group.



3.1   Disclaimer Information
  3.1.1       The University of South Africa reserves the right to cancel this tender for
              whatever reason it may deem fit or to select only parts of the solution it feels
              will be beneficial and/or cost justified.
  3.1.2       The Tender response documents outline the format of the proposal and
              describe the approach for presentation of data. The instructions are designed
              to ensure uniformity for ease of evaluation and that the required information is
              included.
  3.1.3       The instructions are not intended to limit the contents since they identify
              minimum requirements and permit the inclusion of pertinent data or
              information, at the supplier’s discretion. I.e. Suppliers should submit solutions


                                                                                        7|Page
            based on their experience, business knowledge of the industry and what would
            be considered ‘best practice’ for the University of South Africa.
  3.1.4     The proposal must contain a covering letter signed by an officer or
            representative who is authorised to bind the said supplier to the provisions and
            process quoted.
  3.1.5     UNISA reserves the right to award this Tender in its entirety or parts thereof.


3.2   Proprietary and Confidential Information
  3.2.1     All material submitted in response to this tender shall become the property of
            the University of South Africa.
  3.2.2     Information provided by the supplier will be held in confidence and will not be
            revealed or discussed with competitors.
  3.2.3     The University of South Africa has the right to use any or all of the information
            presented in the reply to the tender. Selection or rejection of any proposal does
            not affect this right.


3.3   Contract/sub-contracting
            A contract is entered into only with the tenderer and the contract, or any portion
            thereof, or any share or interest therein, may not be transferred, assigned or granted
            to someone else without the specific written permission and conditions of the
            University.

3.4   Documentation
Provide an overview of the type of documentation provided with the package with respect to:
             Technical manuals

               Procedure manuals
               Documentation format provided

3.5       Pricing
  3.5.1     All prices provided should be in SA Rand, and must be inclusive of VAT.
            Exchange rate on date of order will apply. The cost must be all-encompassing,
            i.e. There must be no hidden costs.


       The Supplier must certify that the proposals, including pricing, are binding and
       that the pricing will remain valid for 90 days from the date of closure of the tender.




                                                                                       8|Page
9|Page
                                                    Managed Wide Area Network Services Statement of Work



Addendum A: Tender Specification

 1.         MANAGED WAN SERVICES OVERVIEW AND OBJECTIVES


1.1       Services Overview
Unisa requires a Managed MPLS-based WAN solution for the networking of all applications,
where business-critical and time-sensitive applications are given priority over noncritical
applications. The Managed WAN Services are the services and activities, as detailed in the
following service statement of work (SOW), required to provide and support Unisa network
environment as described in section 2 below. The Service Providers responsibilities include, but
are not limited to, the provisioning, management, administration and troubleshooting of the
following Network services:

              Wide Area Network (WAN)
              TCP/IP Transport Services - Support for the transmission of any IP traffic
               (converged network) across the network.
              Network Security


The following are mandatory requirement s and will need to be adhered to :

          Service Provider must be able to service all WAN sites
          The Managed WAN Service VPN will be based by MPLS technology
          The Managed WAN Service solution provides Quality of Service (QOS) capabilities for
           prioritising different traffic classes of service



1.2       Service Objectives
The following are the key high-level Service objectives Unisa expects to achieve through
outsourced Managed WAN services and this Statement of Work (SOW):

              Provide a reliable, scalable and secure high-speed wide area network
               infrastructure to Unisa.
              Operate efficiently and effectively by running on a consolidated network
               infrastructure and by simplifying network management, procurement and
               budgeting.
              Minimise administrative effort by engaging the outsourcer to provide this
               management function
              Achieve the service level requirements specified in section 4
              Support business initiatives




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                                                      Managed Wide Area Network Services Statement of Work




 2.         SERVICE ENVIRONMENT
2.1   Services Scope
The following sub-section describes the scope the network environment to be
supported/complied with. Service Environment Appendices are to be maintained and reviewed
with Unisa by the Service Provider and made available to Unisa on a quarterly basis.
Figure 1.    Managed Network Services Scope

                      1   Managed Wide Area Network Service


LAN                                 WAN Backbone
                                                                                   LAN
            CPE        PE                                     PE          CPE
                                     P            P

                                      MPLS


                                 CPE = Customer Premise Equipment
                                 PE = Provider Edge Router
                                 P = Provider Core Router


                             2    Network Security Services



   1. Wide Area Network (WAN) Infrastructure Services – spanning from the ingress
      Ethernet port of the site router to the egress Ethernet port of the destination site router.
   2. Network Security Services – It is expected that the Service Provider will maintain and
      operate the network according to best available business practices and operational
      processes to avoid snooping of the network traffic that would compromise the privacy and
      confidentiality of Unisa traffic traversing the Service Provider infrastructure.
   2.1.1     Network Sites
       The extent of this network includes sites within key centres in South Africa. A description
       and location of all Unisa facilities and office locations requiring network services is
       provided in Appendix 1 – Wide Area Network Site Schedule.

   2.1.2     Network Topology
       The logical network topology diagram is provided in Appendix 2 — Network Topology.

   2.1.3     Work-In-Progress
       Unisa currently has a number of network related initiatives in progress that are included
       in the scope of this SOW and may impact Services. Such projects are the responsibility



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                                                                                                                     Managed Wide Area Network Services Statement of Work



                  of the Service Provider to complete within the time frames specified by Unisa. A list of
                  these projects is provided in Appendix 3 — Network Related Work-in-Progress.

     2.1.4                   Future Initiatives
                  Other network related initiatives considered but not in process are included in Appendix
                  4 — Network Related Future Initiatives.

2.2           Baseline Information
This section provides summary information along with other data which may be pertinent for
sizing and pricing of the network service.

     2.2.1                   Network Logical Topology
                  The following diagram provides a view of the logical network topology of the Unisa WAN.
Figure 2.                         WAN Logical Topology Diagrams
Unisa Wide Area Network With SANReN




                                                                                                                                                              Midrand SBL       Hazelwood       Lenasia       Ekhurleni
                  Internet Link                                                                                                                                                                                            Ormonde




                                        Registration Building
                                                                                                                                                                                                                        Johannesburg


                                                                        Florida
      Sunnyside North
                                                                                                                                                                                                                          Honeydew


                                                                                                                 VPN Cloud                                                                                                Kroonstad


   Durban Main                             SANReN                          Muckelneuk
                                                                            - Pretoria
                                                                                                                                                                                                                        Potchefstroom



                                                                                                                                                                                                                          Vereeniging



 Skinner Little Theatre
                                                                                                                                                                                                                          Rustenburg



                                                                          Cape Town
                                                                                                                                                                                                                        Polokwane Main
                      Skinner West


                                     Skinner East
                                                         Skinner East
                                                                                                                                                                                                                       Polokwane Library




                                                                                                                                                                                                                                Giyani




                                                                                                                                                                                                                           Makhado



                                               Umtata Durban BS Durban BB Newcastle Richards Bay   Pietermaritzburg Wild Coast   George   East London Port Elizabeth   Kimberley Mafikeng Bloemfontein Middelburg
                                                                                                                                                                                                                    Nelspruit




                                                                                                                                                                                                                       12 | P a g e
                                                           Managed Wide Area Network Services Statement of Work



           Unisa Proposed VSAT Solution




                                                      k
                                                / 256
                                          2MB

                                                                                5M
                                                                                     B
                                                1MB                     1MB
                                                  /                       /
                                                128K                    128K

          Ethiopia
                                                                                         Muckleneuk




                                                            Learner Support
                               Library                        INETVU 1200
                                                          Auto-Deploy Antenna




2.2.2   Asset Ownership
    Unisa requires that the network service be a “greenfields” environment that is fully
    funded by the Service Provider. This includes all Customer Premises Equipment (CPE)
    located on Unisa’s premises.

    All facilities equipment such as equipment racks, power, air conditioning, physical
    security will be for the cost and responsibility of Unisa.

2.2.3   Wide Area Network Requirements
    Unisa currently has 30 terrestrially linked sites nationally and 5 satellite linked sites that
    makes use of a secure IP Virtual Private Network (IPVPN) to facilitate communications
    on a national basis. Currently, Unisa makes use of a number of technologies such as,
    data, voice and video that requires a communication platform that must also cater for
    other technologies that are part of Unisa operational plan. The new technologies must
    be catered for as part of the proposed solution. These technologies are IP telephony,
    video and audio streaming and the applicable mechanisms required to ensure quality of
    service with regards to the wide area network.

    Unisa has a programme to migrate a number of sites over to the SANReN network.
    These sites are indicated by the green row shading in the Site schedule in Appendix 1.
    The contract period for these sites is for 1 year and should any of these sites not be
    migrated within the 1 year contract period then the contract for these sites will be
    extended on a monthly basis. See Appendix 1 of this document “Wide Area Network Site
    Schedule”.

2.2.4   Redundancy
    Unisa has only made provision for redundancy to the Muckleneuk campus. For
    redundancy, all responses must include an alternative route to the Muckleneuk campus
    with alternate routers.

2.2.5   Application Deployment and Delivery Model
    Unisa has adopted a centrally based application and service delivery model, with all
    back end services and applications hosted on the Muckleneuk campus. The services
    and applications that will be hosted on the WAN are as follows:

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                                       Managed Wide Area Network Services Statement of Work



Application       Description
Email             Unisa makes use of Microsoft Exchange for its email services. The
                  current design has two mailbox servers based in Muckleneuk that
                  provides email services to the Muckleneuk campus and to all
                  regional offices. Regional workstations are configured to operate in a
                  cached mode environment.
Internet          Unisa has two internet landing points on the Muckleneuk and Florida
                  campuses that provide internet services to all staff and students on
                  the Unisa network. This internet communication must be facilitated
                  through the wide area network communications solution.
Business          Unisa has a number of applications that are required to provide
Applications      services to both staff and students in the regional offices. Most are
                  web based and make use of HTTP for their delivery. The core
                  students’ applications which are installed as clients on all
                  workstations are IP-based and are provisioned on Microsoft servers
                  in the large sites and through Citrix on all of the smaller sites
Presentation      Unisa makes use of Citrix Presentation Server to deploy applications
Services          such as mail and student applications to all workstations in the
                  smaller regional offices. The proposed solution must ensure that all
                  Citrix communications are prioritized to ensure that critical services
                  are not negatively affected by other traffic.
ECM               Unisa is in the process of establishing a centralised ECM
                  infrastructure that will need to be accessed from the regional sites.
IP Telephony      Unisa currently has a combination of telephony solutions nationally
                  which include analogue, digital and VOIP. As part of the Unisa ICT
                  operations plan, it is planned that the communications platform for
                  the WAN will be leveraged to provide telephony services. The
                  proposed solution must cater for the voice in two categories namely,
                  large and small sites. For the large sites, it is envisaged that there
                  will be 16 concurrent calls and for the small sites it is envisaged that
                  there will be 4 concurrent calls
HD Video and    Unisa is in the process of delivering rich media content to staff and
Audio Streaming students nationally. With the use of rich media such as CCTV and
                High Definition Video Conferencing to the regional offices, the
                proposed solution must allow for the guaranteed provision of this
                traffic to ensure that it does not impact on critical applications and
                ensure that the quality of the media being delivered is acceptable.
                Tenderers must include the use of QoS / Prioritization to ensure that
                video streaming is guaranteed based on the following:
                Large Sites – Maximum of 2Mb/s
                  Small Sites – Maximum of 1Mb/s
Markup System     Provides a Toolset for Academics and Tutors to mark assignments
                  on-screen electronically with offline capability and sent back to the
                  student electronically and updates the relevant systems during the
                  process


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                                             Managed Wide Area Network Services Statement of Work



        Software        Virus signature, updates etc. require solution to protect bandwidth
        Updates         etc.



2.2.6    Network Traffic Engineering
    The network traffic flows are as yet not well understood. Once the network is in place
    and performance reporting is operational Unisa will in cooperation with their Service
    Provider analyse as to whether more advanced traffic optimisation techniques and
    infrastructure would be needed. For this reason tenderers when responding to this
    Tender must only offer solutions that use Quality of Service (QOS) capabilities directly
    supported by their MPLS infrastructure to provide the traffic profiling and prioritisation.




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                                                                                                                                                   UNISA
                                                                                                    Managed Wide Area Network Services Statement of Work


 3.         NETWORK SERVICES ROLES AND RESPONSIBILITIES
This section provides in detail the service delivery and management activities and the allocation of roles and responsibilities between
Unisa as the service recipient (SR) and the service provider (SP) in fulfilling these activities. This allocation of roles and
responsibilities may change over time during the relationship. Any changes will follow established and agreed change processe(s) as
defined by the Relationship Management agreement.
 Table 1.           Management and Planning
      Service Category and                Service                                     Responsibility                                       Pricing Guidance
           Description                    Entities
                                                                Service Provider                                 Unisa

3.1     Management and Planning
Determine the strategic direction and architecture for the Network environment.

                                      Requirements    Participate in appropriate                  Conduct interviews, group              Included in Base
   3.1.1     Architecture             Definition       requirements-gathering activities (e.g.,     workshops and surveys to               Price
                                                       focus groups, interviews)                    determine user requirements
             Planning and
                                                      Participate in defining services,           Ensure that Availability
             Analysis                                  standards, timeframes and reporting          requirements are included when
Architecture Planning and                              requirements for Planning and                requirements are collected when
Analysis Services are activities                       Analysis activities                          designing new network services to
associated with the capturing and                     Assist in documenting user                   support business users
assessment of requirements that                        requirements required to architect and      Make available to the Service
drive the definition of                                deliver in scope services towers             Provider such information in
architectural, functional,                                                                          sufficient detail as the Service
performance, IT Service                                                                             Provider may reasonably request.
Continuity, and security                                                                            This includes information about
requirements that also comply                                                                       Unisa’s IT strategy, and
with regulatory and Unisa                                                                           architecture artefacts including
policies.                                                                                           technology roadmaps and
                                                                                                    blueprints etc. to the extent
Identifies opportunities to improve                                                                 determined by Unisa to be
the efficiency and effectiveness of                                                                 relevant and appropriate.
the in scope Service Towers.          Technical       Co-develop and agree Network,               Define and document high level
Architecture Planning and             Architecture     architecture and standards for in scope      architecture, detailing design
Analysis Services can also help                        services                                     principles, technologies, policies (
support competitive business                          Evaluate all new and upgraded                e.g. IP Addressing, numbering
advantage and mitigate risks by                        network components or services for           plan guidance, Traffic QOS
reducing defects and improving                         compliance with Unisa’s security and         requirements, site classifications


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                                                                                                                                              UNISA
                                                                                               Managed Wide Area Network Services Statement of Work


    Service Category and         Service                                         Responsibility                                    Pricing Guidance
         Description             Entities
                                                           Service Provider                                Unisa

the quality of IT Services                        IT architecture policies, regulations      etc.) in consultation with the
                                                  and procedures                             Service Provider
                                                                                            Review and approve service
                                                                                             components to be installed in
                                                                                             Unisa's facilities
                             Service           Identify network management tools to        Provide service tower SLA
                             Management         monitor and report on the in scope           measurement metrics and
                             Tools              service solutions                            reporting requirements

                             Laws and           Service Provider will remain aware          Inform the Service Provider of
                             Regulations       and compliant of any known changes           any known changes in laws
                                               in laws (domestic or international),         (domestic or international),
                                               regulations and policies impacting the       regulations and policies impacting
                                               in scope services.                           the services in scope.
                             Security          Build and operate the network to best       Define security requirements,
                             Services and      adhere to Unisa’s security policies          and policies including regulatory
                             Plan                                                           requirements. Security Policies to
                                                                                            include perimeter, and Internet
                                                                                            Approve security services

                             Continuous          Conduct technical reviews and                 Review and approve any
                             Improvement        provide recommendations for                    technical improvement
                             and Innovation     improvements that increase efficiency,         recommendations
                             Planning           effectiveness and reduce costs
                                               Conduct on-going, regular planning
                                                and recommendations for technology
                                                refresh and upgrades
                                               Showcase new technology Unisa the
                                                option to upgrade to any new
                                                productised technology.
                             Research          Continuously monitor technical trends       Perform feasibility studies for the
                                                through independent research;                implementation of new and
                                                document and report on products and          existing technologies that best
                                                services with potential use for Unisa as     meet Unisa business needs and
                                                they align with Unisa’s business and         meet cost, performance and
                                                technology strategy                          quality objectives




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                                                                                                                                                    UNISA
                                                                                                     Managed Wide Area Network Services Statement of Work


    Service Category and               Service                                      Responsibility                                       Pricing Guidance
         Description                   Entities
                                                               Service Provider                                   Unisa

                                   Detailed           Develop, document and maintain             Provide input into design plans       Included in Base
   3.1.2    Infrastructure         Infrastructure      detailed technical design/engineering       through coordination with the         Price
                                                       plans and environment configuration         appropriate Unisa technology
            Design/                Design Planning
                                                       based on Unisa's user requirements          standards groups and design
            Engineering                               Infrastructure Engineering must be          architects
            Planning                                   supportive of Unisa Service Level
                                                       Requirements
Develop infrastructure design,
                                   Application        Provide recommendations for new               Approve Planning and Analysis
engineering and security testing   Connectivity        and consolidated applications network         and recommendations for new
and integration procedures that    Requirements        support and perform impact analysis to        applications, infrastructure and
meet requirements and adhere to                        mitigate capacity and performance             Services
defined policies                                       risks
                                   Service            Design, Install and configure in scope        None
                                   Management          network element management tools in
                                   Tools               such a fashion that problems, issues
                                                       and events are proactively identified,
                                                       reported and resolved according to
                                                       prescribed SLRs
                                   Infrastructure     Develop the transition and migration          Approve the transition and
                                   Transition and      plans and schedules in accordance             migration plans and schedules.
                                   Migration           with Change Management policies and
                                   Planning            process
                                                      Perform proof of concept and
                                                       prototyping to mitigate risks
                                                      Coordinate Implementation and
                                                       Migration support activities with Unisa
                                                       ICT staff and Service Provider Help
                                                       Desk
                                   Production         Define and document production             Participate in defining production
                                   Acceptance          acceptance test criteria per approved      acceptance test criteria
                                   Requirements        requirements standards                     Approve UAT plans and results
                                                      Conduct and document User
                                                       Acceptance Tests (UAT) plans and
                                                       results
                                   Project            Perform project management function            Perform project management
                                   Management          for all services as scoped within this        oversight and liaison function to
                                                       agreement                                     the business
                                                      Manage deployment efforts using


                                                                                                                                               18 | P a g e
                                                                                                                                                    UNISA
                                                                                                     Managed Wide Area Network Services Statement of Work


    Service Category and               Service                                       Responsibility                                      Pricing Guidance
         Description                   Entities
                                                                Service Provider                                Unisa

                                                        formal project management tools,
                                                        methodologies and standards
                                   Policies and          Develop, document and maintain             None                               Included in Base
   3.1.3    Acquisition and        Process              Acquisition and Management                                                       Price
                                                        procedures that meet requirements
            Management                                  and adhere to defined policies
                                   Quotations          Provide quotation for service requests    Review and approval/rejection of
The acquisition and management                          that are not included in the base          quotations
process includes the purchase of                        service cost
all network service equipment,     Vendors             Develop and maintain list of provider     None
including new equipment,           Contract             preferred suppliers/vendors
upgrades to existing equipment,    Management          Negotiate contracts for Service
or purchases resulting from a                           Provider purchased/leased network
service or repair request. Also                         components
maintains buying catalogue,        Procurement         Manage the ordering, procurement and      None
execution of purchase orders,                           delivery processes in compliance with
provides quotations, deals with                         Service Provider procurement and
goods handling.                                         acceptance processes for Service
                                                        Provider purchased/ leased network
                                                        equipment
                                                       Ensure that new equipment complies
                                                        with established architecture
                                                        technology and product standards
                                                       Ensure that all new components and
                                                        software provisioned are included in
                                                        the asset and configuration
                                                        management systems
                                                       Register Extended warranties with
                                                        vendors as per the vendors process
                                                       Coordinate and expedite the ordering,
                                                        procurement of network circuits from
                                                        public carriers
                                   Goods Handling      Provide equipment warehousing and         Provide secure facilities for Unisa
                                   and                  logistics                                  on-site storage if required
                                   Warehousing         Packaging and transportation of
                                                        equipment




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                                                                                                                                                       UNISA
                                                                                                        Managed Wide Area Network Services Statement of Work


      Service Category and           Service                                             Responsibility                                          Pricing Guidance
           Description               Entities
                                                                 Service Provider                                    Unisa

                                  Equipment             Service Provider to maintain adequate         Provide projections of anticipated
                                  Inventory              equipment inventory levels so as not to        service requirements
                                  Holding                impose unnecessary delays in service
                                                         provisioning and repairs to meet SLR
                                                         obligations.



 Table 2.         Network Management and Support Services
      Service Category and          Service Entities                                      Responsibility                                         Pricing Guidance
           Description
                                                                   Service Provider                                 Unisa

3.2     Support Services
                                   Installations and       Conduct pre Installation site              Provide relevant information          Variable pricing per
   3.2.1    Network                Additions                surveys, as required                        relating to network expansion        IMACD service
            Infrastructure                                 Negotiate any agreements                    and application requirements via     request based on task
                                                            required for service provision with         the service request process.
            Build and Change                                the relevant authorities and               Approve the scheduling of all
                                                                                                                                             effort
                                                            stakeholders (e.g. servitude rights)        installations and additions to the
Any physical installation,                                 Service installation scheduling             network service
                                                            (coordinate with Unisa and
dismantlement, relocation of                                affiliated business entities, and
                                                                                                                                             Notes:
hardware, and any hardware or                               public carriers, as required) and
software installation, upgrade,                             provide Unisa with a committed                                                        Expedited IMACDs
or update in accordance with                                completion date                                                                      required to be
Change Management policies.                                Perform appropriate tests on all                                                     delivered in
IMACDs are usually planned                                  Installs, Moves, Adds and                                                            preferential delivery
                                                            Changes per requirements                                                             times will be
and scheduled in advance.
                                                           Install physical infrastructure as                                                   provisioned at a
                                                                                                                                                 premium as agreed
                                                            required (e.g. facilities, cable plant,
                                                                                                                                                 with Unisa on a
                                                            circuits, network components, etc.)




                                                                                                                                                        20 | P a g e
                                                                                                                                                     UNISA
                                                                                                      Managed Wide Area Network Services Statement of Work


       Service Category and          Service Entities                                  Responsibility                                         Pricing Guidance
            Description
                                                                 Service Provider                                 Unisa

                                     Moves               Move scheduling(coordinate with            Provide relevant information         case-by-case bases
Notes:                                                    Unisa and affiliated business               relating to network service           Where the
     Service Provider shall only                         entities, and public carriers, as           moves via the service request        requested service
    accept orders from the Unisa's                        required) and provide Unisa with a          process.                             level cannot be met
    key identified personnel for                          committed completion date                  Approve the scheduling and           then the service
    installations, moves, adds,                          Move physical infrastructure as             costs (if any) of moves to the       level and quote must
    changes and dismantlement                             required (e.g. facilities, cable plant,     network service                      be renegotiated
                                                          circuits, network components, etc.)                                              A new Service will
                                     Changes             Recommend changes to meet                  Approve the scheduling of all        be included in the
                                                          service requirements (e.g.                  changes to the network               service schedule as
                                                          software upgrades, configuration,           environment                          of the first day of the
                                                          traffic engineering etc.)                                                        calendar month
                                                          Perform Network component                                                        following the date of
                                                          upgrades as a result of new and                                                  final commissioning
                                                          enhanced features to meet                                                        of the service
                                                          business requirements                                                            The Service will be
                                     Dismantlement       Service dismantlement                      Provide relevant information         removed from the
                                                          scheduling(coordinate with Unisa            relating to network service (e.g.    service schedule on
                                                          and affiliated business entities, and       site/area/component etc.)            the last day of the
                                                          public carriers, as required) and           dismantlement plans via the          month preceding the
                                                          provide Unisa with a committed              service request process.             date of cancellation
                                                          completion date                                                                  of the Service.
                                     IMACD               Conduct and document User                  Quality assessment and sign off
                                     Completion Sign-     Acceptance Tests (UAT) plans and            against production acceptance
                                     Off                  results per acceptance test criteria        test criteria
                                                          requirements                               Single point of contact to sign
                                                         Obtain signed completion form               completion form (production
                                                          (production acceptance) from                acceptance) after any change
                                                          Unisa to initiate billing of the            and provide to the Service
                                                          service                                     Provider Account Manager
                                                         Update the Site Schedule, refer to
                                                          CMDB
                                     Planned             Develop Maintenance schedules              Review and approve                  Included in Base
     3.2.2    Network                Maintenance         Execute planned maintenance                 Maintenance procedures and          Price
                                                          according to the approved                   schedules
              Infrastructure
                                                          schedule




                                                                                                                                                    21 | P a g e
                                                                                                                                                    UNISA
                                                                                                     Managed Wide Area Network Services Statement of Work


     Service Category and                Service Entities                                 Responsibility                                Pricing Guidance
          Description
                                                                     Service Provider                           Unisa

             Maintenance and             Site Access         Coordinate with site staff to         On request from the Service
             Repair                                           schedule On-Site Technical             Provider Unisa will provide
                                                              Support visit                          access to Unisa premises (which
                                                                                                     will not be unreasonably
Maintenance and repair services                                                                      withheld) by Service Provider or
are the activities associated with the                                                               their 3rd party personnel to
maintenance and repair of WAN                                                                        effect maintenance and repairs
service elements (e.g. hardware,                                                                    Designate contact person(s) at
software, circuits etc.) to include                                                                  each site or area where support
"Break/Fix" (hardware, software),                                                                    is provided and communicate
software revision maintenance and                                                                    such contact details to the
diagnostic services.                                                                                 Service Provider.
                                         Service             Identify and report on the            None.
                                         Component            resolution of Network Problems in
                                         Maintenance and      accordance with Incident and
                                         Repair               Problem Management Services,
                                                              polices, process and Service
                                                              Levels
                                                             Provide maintenance and
                                                              Break/Fix (hardware & software)
                                                              support in Unisa’s defined
                                                              locations, including on site staff
                                                              and spares or dispatching staff to
                                                              the point-of-service location to
                                                              meet SLRs
                                                             Conduct Maintenance and parts
                                                              management and monitoring
                                                              during warranty and off-warranty
                                                              periods
                                                             Perform diagnostics and
                                                              maintenance on service
                                                              infrastructure components
                                                              including hardware, software,
                                                              peripherals, circuits and special-
                                                              purpose devices as appropriate
                                                             Replace defective parts including
                                                              preventive Maintenance, according
                                                              to the manufacturer’s published
                                                              mean-time-between failure rates


                                                                                                                                              22 | P a g e
                                                                                                                                                       UNISA
                                                                                                        Managed Wide Area Network Services Statement of Work


     Service Category and                Service Entities                                  Responsibility                                   Pricing Guidance
          Description
                                                                      Service Provider                              Unisa

                                         Monitoring,           Utilise Monitoring tools to monitor    Provide a list of personnel that   Included in Base
   3.2.3     Network                     Management and         the infrastructure (e.g. devices,       require view access to network     Price
                                                                traffic etc.) that will meet the        monitoring and management
             Monitoring,                 Administration
                                                                monitoring and service level            portal
             Operations and                                     reporting requirements
             Administration                                    Implement measures for proactive
                                                                monitoring and self-healing
                                                                capabilities to limit network
Monitoring, Operations and                                      outages
Administration Services are the                                Ensure that network administration
activities associated with providing
                                                                activities are coordinated through
a stable network infrastructure and
                                                                defined change management
to effectively and efficiently perform
                                                                processes
procedures to ensure network
                                                               Manage all infrastructure elements
Services meet SLR targets and
                                                                in accordance with Unisa's policies
requirements by performing
                                                                (including security oversight and
day-to-day operations and
                                                                change management policies)
administration activities
                                                               Manage and coordinate
                                                                subcontractors and Third Parties in
                                                                order to meet Service and SLR
                                                                requirements
                                                               IP address management and
                                                                DHCP configuration administration
                                                                as per architecture rules
                                                               Provide selected Unisa personnel
                                                                (minimum of 1 and a maximum of
                                                                3) read only access to the
                                                                management systems (NOC)
                                                                portal.
                                         Policies              Develop, document and maintain         Define Unisa specific              Included in Base
   3.2.4     Performance                 Processes and          in the Standards and Procedures         Performance Management             Price
                                                                Manual Performance Management           requirements and policies
             Management                  Procedures
                                                                procedures that meet requirements      Review customer facing
Performance Management Services                                 and adhere to defined policies          Performance Management
are the activities associated with                                                                      process and procedures
tuning Service Tower components          Performance           Implement tools that allow for the     None
for optimal performance.                 Management             effective performance monitoring
                                         Infrastructure and     of the infrastructure



                                                                                                                                                   23 | P a g e
                                                                                                                                     UNISA
                                                                                      Managed Wide Area Network Services Statement of Work


Service Category and   Service Entities                                 Responsibility                                Pricing Guidance
     Description
                                                   Service Provider                               Unisa

                       Tools


                       Performance         Perform component tuning to              Approval of QoS fine tuning.
                       Tuning               maintain optimum performance in
                                            accordance with Change
                                            Management procedures
                                           Manage infrastructure component
                                            resources (e.g., devices and traffic
                                            Quality of Service) to meet defined
                                            availability and performance SLRs
                       Proactive           Provide regular monitoring and           Approval recommended
                       Performance          reporting of Infrastructure               configuration changes.
                       Management           performance, utilisation and
                                            efficiency
                                           Proactively evaluate, identify and
                                            recommend configurations or
                                            changes to configurations that will
                                            enhance performance
                                           Manage the performance of public
                                            carriers (and other third parties) to
                                            meet defined schedules, project
                                            plans, SLRs etc.
                       Performance         Develop and deliver improvement          Review and approve
                       Improvement          plans as required to meet SLRs            improvement plans that affect
                       Planning            Implement improvement plans               the Unisa network
                                            and coordinate with Third Parties
                                            as required
                                           Provide technical advice and
                                            support to the application
                                            maintenance and development
                                            staff as required
                       Reporting           Provide performance reports on a         Define performance
                                            monthly basis                             management reporting
                                                                                      requirements
                                                                                     Review during monthly Service
                                                                                      Account and Service Delivery
                                                                                      Meetings


                                                                                                                             24 | P a g e
                                                                                                                                                     UNISA
                                                                                                      Managed Wide Area Network Services Statement of Work


     Service Category and              Service Entities                                  Responsibility                                  Pricing Guidance
          Description
                                                                    Service Provider                             Unisa

                                       Policies,            Recommend a capacity threshold          None                              Included in Base
    3.2.5   Capacity                   processes and         required to consistently meet                                              Price
                                                             service level obligations
            Management                 procedures
                                                            Develop, document and maintain
                                                             in the Standards and Procedures
Capacity Management Services are                             Manual Capacity Management
the activities associated with                               procedures that meet requirements
ensuring that the capacity of the                            and adhere to defined policies
service tower infrastructure           Capacity             Define, develop and implement           None
components matches the evolving        Management            tools that allow for the effective
demands of Unisa business in the       Tools                 capacity monitoring/trending of the
most cost-effective and timely                               service infrastructure
manner. The process encompasses        Proactive            Continually monitor resource            Define Unisa-thresholds.
the following:
                                       Capacity              usage and assess                        Approve capacity-related change
                                       Monitoring and        incidents/problems related to            recommendations, as
 Monitoring of performance and                              throughput performance to enable         appropriate
    throughput of IT Services and      Management
                                                             proactive identification of capacity
    supporting IT components                                 and performance issues
   Understanding current demands                           Capture trending information and
    and forecasting for future                               forecast future Unisa capacity
    requirements                                             requirements based on Unisa-
   Developing capacity plans which                          defined thresholds
    will meet demand and SLRs                               Maintain capacity levels to
   Conducting risk assessment of                            optimise use of existing network
    capacity recommendations                                 resources and follow best practice
   Identifying financial impacts of                         capacity threshold guidance (e.g.
    capacity plans                                           ITU on link/trunk capacity) and
                                                             minimise Unisa costs to deliver
                                                             Services at agreed-to SLRs taking
                                                             into account daily, weekly and
                                                             seasonal variations in capacity
                                                             demands
                                       Identify Capacity    Assess capacity impacts when            Provide capacity planning
                                       Change                adding, removing or modifying            assistance to develop network
                                       Requirements          applications                             resource requirements
                                                            Assess impact/risk and cost of           projections
                                                             capacity changes                        Notify SP of new and planned
                                                            Recommend changes to capacity            application Network
                                                                                                      requirements to be deployed

                                                                                                                                                25 | P a g e
                                                                                                                                                     UNISA
                                                                                                      Managed Wide Area Network Services Statement of Work


     Service Category and               Service Entities                                 Responsibility                                    Pricing Guidance
          Description
                                                                    Service Provider                              Unisa

                                                             to improve service performance



                                        Reporting           Provide asset utilisation and           Validate asset utilisation &
                                                             capacity/trending reporting              capital efficiency based upon
                                                                                                      reporting during monthly service
                                                                                                      meetings
                                        Requirements,       Define Change and Release               Participate in the development of   Included in Base
   3.2.6    Change and                  Policies and         Management process and                   the change and Release              Price
                                                             procedures                               Management process and
            Release                     Procedures
                                                            Establish Change classifications         procedures
            Management                                       (impact, priority, risk) and Change
                                                             authorisation process
                                        Change and          Document and classify proposed          Authorise and approve
Change and Release Management           Release              Changes to the Services, which           scheduled changes or provide
processes and activities are            Management           shall include cost and risk impact       alternative schedules for change
interrelated and complementary. A       Planning             assessment and back-out plans of         requests that affect Unisa’s
high-level description of each is                            those changes and establish              services
provided below.                                              release management plans for
Change Management Services are                               major changes
activities associated with ensuring                         Provide Change Management and
that standardised methods and                                Release Management plan to
procedures are used for efficient                            Unisa for review
and prompt handling of all                                  Schedule and conduct Change
Changes, in order to minimise the                            and Release Management
impact of Change upon Service                                meetings to include review of
Quality and consequently to                                  planned Changes and results of
improve the day-to-day operations                            Changes made
of Unisa. Change Management             Implement           Notify Unisa affected clients of        None
covers all aspects of managing the      Approved             change timing and impact
infrastructure.                         Changes             Determine change logistics and
                                                             implement Change and adhere to
Release Management Services are                              detailed release plans
activities associated with providing                        Modify configuration database,
a holistic view of a Change to a                             Asset management items and
Service to ensure that all aspects of                        Service catalogue (if applicable) to
a release, both technical and non-                           reflect any implemented Changes
technical, are considered. The                              Verify that Change met objectives

                                                                                                                                                  26 | P a g e
                                                                                                                                                 UNISA
                                                                                                  Managed Wide Area Network Services Statement of Work


     Service Category and             Service Entities                               Responsibility                                     Pricing Guidance
          Description
                                                                 Service Provider                              Unisa

activities also ensure that only                           and Resolve negative impacts
correct, authorised and tested                             from the Change
versions are installed and that                           Monitor Changes and report
changes are traceable and secure.                          results of Changes and impacts
                                                          Secure and maintain master
                                                           copies of all new in-scope
                                                           Software versions in a secured
                                                           Software library and update
                                                           configuration databases
                                      Quality             Conduct UATs as required              Perform Quality control audits
                                      Assessment                                                  and approve change control
                                                                                                  results
                                      Define Document     Identify and recommend                Participate in identifying service   Included in Base
   3.2.7    Documentation             Requirements         documentation requirements             documentation requirements           Price
                                                          Specify the content, purpose,         Approve recommended
                                                           format and production schedule of      documentation requirements,
Documentation Services are the                             all documents                          formats and production
activities associated with                                                                        schedules
developing, revising, archiving,      Document            Provide timely creation, updating,    Participate in identifying
maintaining, managing,                Provision            maintenance and provision of all       necessary documentation as
reproducing, and distributing                              appropriate project plans, project     needed for the specific Unisa
Network service information (e.g.,                         time and cost estimates, technical     provided services.
project planning materials, System                         specifications, management
design specifications, Procedures                          documentation and management
Manuals, operations guides) in hard                        reporting in a form/format that is
copy and electronic form.                                  acceptable to Unisa for service
                                                           tower projects and major service
                                                           activities
                                                          Provide Unisa with a copy of or
                                                           access to any SP (or Third Party-
                                                           supplied) documentation (including
                                                           updates thereto)
                                                          Manage all documentation in
                                                           accordance with Configuration
                                                           Management standards and
                                                           guidelines




                                                                                                                                               27 | P a g e
                                                                                                                                                 UNISA
                                                                                                  Managed Wide Area Network Services Statement of Work


    Service Category and           Service Entities                                 Responsibility                                    Pricing Guidance
         Description
                                                               Service Provider                               Unisa

                                   Implement            Implement physical and logical          Provide security policies          Included in Base
   3.2.8   Network Security        Network Security      Security plans consistent with          Provide a suitable environment     Price
                                                         Unisa Security policies, network         for the housing of network
           Services                Infrastructure
                                                         security architecture and industry       devices in line with Vendor
                                                         standards (e.g., ISO 9000, ISO           specifications. e.g.: Power,
Security Services are the                                27001, COBIT)                            Cooling and cabling, security:
activities associated with                              Develop and Manage Processes            Provide and maintain physical
                                                         and procedures to comply with            security measures.
maintaining physical and logical
                                                         policy requirements.                    Access Authorisation
security of the network
components (hardware and
                                   Network Security     Service Provider will maintain and      Instruct the Service Provider on
                                   Infrastructure        operate the network according to         actions to take for serious
software) access protection and                          best available business practices        security breaches (e.g.
                                   Configuration and
other Security Services in                               and operational processes to avoid       shutdown of key links etc.)
compliance with Unisa Security     Operations
                                                         snooping of the network traffic that
requirements and all applicable                          would compromise the privacy and
regulatory requirements.                                 confidentiality of Unisa traffic
                                                         traversing the Service Provider
                                                         infrastructure
                                   Reporting            Report on security compliance           Review during monthly service
                                                        Any security incidents relating to       meetings
                                                         vulnerabilities within the SPs
                                                         MPLS infrastructure that may
                                                         compromise Unisa’s VPN security




                                                                                                                                             28 | P a g e
                                                                                                                                                         UNISA
                                                                                                          Managed Wide Area Network Services Statement of Work


      Service Category and               Service Entities                                 Responsibility                                    Pricing Guidance
           Description
                                                                     Service Provider                                Unisa

3.3    Help and Service Desk
         Provides the primary channel for end-user support and service requests for managed network service.

                                         Requirements        Develop, document and maintain           Participate in defining Incident   Included in Base
   3.3.1     Help and Service            and Policies         in the Standards and Procedures           and Problem Management             Price
                                                              Manual Incident and Problem               requirements and policies
             Desk, Incident                                   Management procedures that meet          Review and approve Incident
             and Problem                                      requirements and adhere to                and Problem Management
             Management                                       defined policies                          procedures
                                         Process             Establish Incident/Problem               Review and approve
The call management of end-user                               workflow, escalation,                     Incident/Problem classification,
support for network problems. This                            communication and reporting               prioritization and workflow,
provides the point of contact for                             processes that help to achieve the        communication, escalation and
incident logging (user reported or                            SLR requirements                          reporting processes
automated system incident                Help Desk           Provide a single point of contact on     Unisa to provide a helpdesk
notifications) and resolution of                              toll free number 0800 ??? ??? for         number for all Service related
network problems.                                             all Service related queries, service      queries and clearing of faults
Incident and Problem Management                               requests, logging and clearing of
Services are the activities                                   all network related incidents.
associated with restoring normal         Service Request     Provide, configure and operate a         Authorised personnel to log all
service operation as quickly as          Management           Service request system for the            service requests through the
possible and to minimize the                                  acceptance and tracking of Unisa          official channel
adverse impact on Unisa business                              service requests
operations, thus ensuring that the
best possible levels of service          Problem             Provide, configure and operate           None
quality and availability are             Management           Incident and Problem Management
maintained.                                                   system that tracks Incidents
                                         System              Provide Unisa access and input
Problem Management also includes
minimizing the adverse impact of                              capabilities to Incident and
Incidents and Problems on the                                 Problem tracking system to allow
business that are caused by errors                            for Incident/Problem monitoring
in the WAN Infrastructure, and to                             and ad hoc reporting
prevent the recurrence of Incidents      Operational         Manage entire Incident/Problem             Participate in Problem review
related to those errors. In order to     Problem                life cycle including detection,           sessions and provide listing
achieve this goal, Problem                                      diagnosis, status reporting, repair       and status of Problems
                                         Management             and recovery                              categorized by Problem impact
Management seeks to get to the
root cause of incidents and then                             Coordinate and take ownership of           Authorize Close of Unisa-
initiate actions to improve or correct                          problem resolution by managing            initiated Priority 1 and 2

                                                                                                                                                   29 | P a g e
                                                                                                                                             UNISA
                                                                                              Managed Wide Area Network Services Statement of Work


     Service Category and   Service Entities                                  Responsibility                                     Pricing Guidance
          Description
                                                        Service Provider                                Unisa

the situation.                                     an efficient workflow of incidents         Incidents and supply The
                                                   including the involvement of Third         Service Provider with a
                                                   Party providers                            reference number
                                                  Upon rectification of the fault, The      Unisa to report all network
                                                   Service Provider will immediately          related incidents to the Service
                                                   notify Unisa helpdesk that the             Provider fault acceptance
                                                   fault has been resolved                    centre on toll free number 0800
                                                  Assign problems to L2 & L3                 xxx xxxx
                                                   technical maintenance and repair
                                                   staff as required
                                                  Periodically review the state of
                                                   open Problems and the progress
                                                   being made in addressing these
                                                   problems.
                                                  Regular feedback by phone, e-
                                                   mail or SMS to Unisa regarding
                                                   the restoration progress
                                                  Perform Root Cause Analysis of
                                                   Incidents, document findings and
                                                   take corrective actions for in-
                                                   scope Services.
                                                  Resolve Problem and/or
                                                   substantiate that all reasonable
                                                   actions have been taken to
                                                   prevent future reoccurrence




                                                                                                                                       30 | P a g e
                                                                                                                                                 UNISA
                                                                                                  Managed Wide Area Network Services Statement of Work




   Service Category and             Service Entities                                Responsibility                                  Pricing Guidance
        Description
                                                               Service Provider                             Unisa

3.4    Relationship and Account Management
         Provide for the on-going interaction and management of the service outsourcing relationship through the definition of relationship
         governance structures, processes, roles for account and service management.

                                    Relationship        Ensure full support and commitment    Ensure support and commitment      Included in Base
   3.4.1    Establish               Commitment           of The Service Provider executives     of Unisa executives to the         Price
                                                         to the relationship                    relationship
            Service
                                                        Nominate appropriate managers         Nominate appropriate managers
            Relationship                                 (account manager, project              (services manager, project
                                                         managers, delivery manager,            managers, delivery managers) for
The relationship foundation is an                        technical managers, etc. ) for The     Unisa and manage the contract
essential requirement for                                Service Provider and manage the       Manage internal dispute
ensuring the smooth running of                           contract                               escalation and resolution on
the outsourcing relationship, it                        Manage internal dispute escalation     behalf of Unisa
defines the governance                                   and resolution on behalf of The
structures, processes, roles and                         Service Provider
responsibilities of both parties    Relationship        Develop and document                  Participate in developing
                                    Management           Relationship Management structure      Relationship Management
                                    Structures and       and governance                         structure and governance
                                    Governance

                                    Relationship        Develop and maintain a                Participate jointly with The
                                    Management            comprehensive set of relationship     Service Provider in formulating
                                    Processes             management processes. This shall      the relationship Management
                                                          at minimum included:                  Processes
                                                       1. Performance Management
                                                          Processes
                                                               (i) Service Level Tracking
                                                                     and Performance
                                                               (ii) Service Level Review
                                                               (iii) Benchmarking
                                                       2. Contract Management Processes
                                                               (i) Billing & Pricing
                                                                     Administration
                                                               (ii) Negotiation


                                                                                                                                            31 | P a g e
                                                                                                                                                           UNISA
                                                                                                            Managed Wide Area Network Services Statement of Work


   Service Category and              Service Entities                                       Responsibility                                      Pricing Guidance
        Description
                                                                     Service Provider                                  Unisa

                                                                     (iii) Scope Change
                                                            3. Relationship Management
                                                               Processes
                                                                     (i) Problem Management and
                                                                           Escalation
                                                                     (ii) Service Request
                                                                     (iii) Communications
                                     Benchmarking            Provide The Service Provider data          Review and monitor The Service
                                                               to a third-party benchmarking              Provider performance against
                                                               vendor for use in conducting               SLRs and industry benchmarks
                                                               periodic price and performance
                                                               benchmark comparisons
                                     Human Resources         The Service Provider will endeavour       
                                     Management                to minimise the churn of key
                                                               personnel on the Unisa account
                                     Improvements            Provide recommendations to                 Participate in defining
                                     Planning                 reduce cost and improve the quality         recommendations for cost and
                                                              of the services                             quality improvements
                                                             Continuously recommend
                                                              improvements to the functionality,
                                                              creation and delivery of the
                                                              services—to the extent that Unisa
                                                              business objectives would be better
                                                              served
                                     Service                 Provide a satisfaction survey report       Develop and implement a
                                     Satisfaction             of Unisa key-users and                      Customer Satisfaction program
                                     Survey                   management, at the entity level and         for tracking the quality of service
                                                              aggregated level. The report should         delivery to end users and grade
                                                              show the trend of satisfaction at the       The Service Provider quarterly
                                                              local and aggregated level.
                                     Account Manager         The Account Manager (AM)                   To make available a single point
   3.4.2     Account and             Roles                    manages and owns all aspects of             of contact
                                     The Account              the relationship. Responsibilities will
             Service                 Manager provides         include:
             Management              the primary             Manage and coordinate all delivery
                                     interface between        aspects of the outsourced services
Account Management Services
                                     the service provider    Contractual agreements between
                                     and the service          The Service Provider and Unisa
are the activities associated with
                                     recipient for all

                                                                                                                                                      32 | P a g e
                                                                                                                                              UNISA
                                                                                               Managed Wide Area Network Services Statement of Work


   Service Category and          Service Entities                                  Responsibility                              Pricing Guidance
        Description
                                                             Service Provider                           Unisa

the on-going management of the   service related     Commercial issues arising from
service environment              issues.              contract between The Service
                                                      Provider and Unisa
                                                     Billing issues arising from contract
                                                      between The Service Provider and
                                                      Unisa.
                                                     Act as Unisa’s advocate and
                                                      champion within the Service
                                                      Provider’s organisation for overall
                                                      relationship and service delivery.
                                                     The Service Provider’s prime
                                                      interface for all matters relating to
                                                      business development issues and
                                                      any contract variations.
                                                     Prime interface for providing
                                                      quotations, responses to requests
                                                      for information or other forms of
                                                      response relevant to Unisa's
                                                      business requirements.
                                                     Prime interface for all service
                                                      applications.




                                                                                                                                      33 | P a g e
                                                                                                                                        UNISA
                                                                                         Managed Wide Area Network Services Statement of Work


Service Category and   Service Entities                                  Responsibility                                       Pricing Guidance
     Description
                                                     Service Provider                               Unisa

                       Service Manager       Service Manager (SM) is                 To make available a single point
                       Roles                  responsible for managing all             of contact
                                              aspects of the Service delivered to
                                              the Customer. The SM shall act as
                       This role is to        the focal point within Service
                       provide overall        Provider for Unisa for all matters
                       service                relating to the delivered Services,
                       management             this will include:
                       through SLA            - Service delivery
                       performance            - SLA report delivery
                       reporting and          - Network recommendations
                       technical support.     - Service reviews
                                              - Service assurance
                                              - Service improvement
                                              - 1st point of escalation for
                                                 operational problems.
                                              - Ensure that the consolidated
                                                site schedule is maintained
                                                correct and up to date as
                                                regards the service level and
                                                service cover period as
                                                ordered and applicable to each
                                                Service Component
                       Service Request       Develop a Service ordering process      All service requests to be filed
                       Management             that clearly defines how to order,       through this process
                                              change or delete services
                       Service Level         Recommend criteria and formats for      Review and approve criteria and
                       Reporting and          administrative, Service activity and     formats for administrative, Service
                       Performance            Service Level Reporting                  activity and Service Level
                       Management            Report performance against               Reporting
                                              service-level requirements              Develop and implement Customer
                                                                                       Satisfaction program for tracking
                                                                                       the Quality of Service delivery to
                                                                                       End-Users
                       Monthly Service       SM to meet on a monthly basis to        Arrange a monthly meeting             Included in Base
3.4.3   Service        Meeting                discuss Service and SLA                  Chair the monthly meeting             Price
        Management     Monthly meeting        performance                             Take minutes and make them
                       between the                                                     available within 5 working days of
                                                                                       the meeting

                                                                                                                                      34 | P a g e
                                                                                                                                                   UNISA
                                                                                                    Managed Wide Area Network Services Statement of Work


   Service Category and                Service Entities                                Responsibility                                  Pricing Guidance
        Description
                                                                   Service Provider                           Unisa

            Meetings               Service Provider
                                   and Unisa to
                                   provide
The following meetings will be     performance
used to manage the delivery of     management of the
the service.                       service and plan
Note: Should any additional        any proposed
meeting be required due to         technical changes
potential problems in the
relationship these meetings will   Quarterly               Account Manager and Service          Arrange a quarterly meeting
be arranged as needed.             Management               Manager to meet with Unisa on a      Chair the monthly meeting
                                   Review Meeting           quarterly basis to review service    Take minutes and make them
                                                            performance and any arising           available within 5 working days of
                                   .                        contractual changes and issues.       the meeting




                                                                                                                                             35 | P a g e
3.5     Exclusions
The following items are specifically excluded from this statement of work:
           a. Voice infrastructure (i.e. PABXs, instruments, gateways etc.)
           b. DMZ equipment

 4.        SERVICE MANAGEMENT
4.1     Objectives
A key objective of this outsourcing agreement is to attain service-level requirements (SLRs).
Service Level Agreements (SLAs) and Project-specific SLAs are specified with service credits
where business is impacted through failure to meet significant mission critical systems or
services, or project milestones or objectives. SLRs are detailed in the following sections.
The Service Provider shall provide hard and soft copy reports to Unisa regarding their
compliance with the SLRs specified in this SOW.
4.2     Definitions
Appendix 6 - Definitions provides a list of terms that apply to this SOW and following SLRs.
4.3     Service Level Requirements (SLRs)
The following minimum service levels are required at the end of the Transition Period. The
Service Provider must consistently meet or exceed the following SLRs.
Service Coverage Window—The Service Coverage Window (SCW) is the period that the
Service Provider must provide support services for the different service classes. The incident
clock that measures the time it takes to resolve a reported incident will be stopped during
periods outside the SCW. The service support hours for the different service classes are as
follows:
 Service Class        Service Coverage Window
 Office               Normal Office Hours - 7:00 - 17:00 on Mon - Fri, excluding public holidays
 Extended             Extended Office Hours - 07h00 - 22h00 Monday to Friday and 07h00-17h00 on
                      Saturdays, includes public holidays
 Full                 24 hours a day, 7 days a week, all year round




                                                                                             36 | P a g e
  Table 3.           Network Infrastructure Build and Change (IMACD)

DEFINITION                    Any physical installation, dismantlement, relocation of hardware, and any
                              hardware or software installation, upgrade, or update in accordance with
                              Change Management policies. IMACDs are usually planned and scheduled
                              in advance.


Installations and                                    Service Level Performance
Additions (Note 1)             Service Measure        Performance Target       Minimum Performance %
Quotation                   Installation Quotation    ≤ 5 business days        100%
                            Delivery Time
WAN Circuits                Time to install from      ≤ 90 days                90%
Telco services              order placement
WAN Circuits:               Time to upgrade/          ≤ 5 business days        90%
Capacity                    downgrade from order      (Should capacity be
upgrade/downgrade           placement                 available)
Note: dependent on
extent of upgrade
New equipment               Time to install           ≤ 10 business days       100%
WAN port upgrade
Moves                                                Service Level Performance
                               Service Measure        Performance Target       Minimum Performance %
WAN                         Time to complete move     As for new WAN           90%
Site relocation requiring                             circuits installations
new link
Site relocation with no                               ≤ 10 business days
new link
Changes                                              Service Level Performance
                               Service Measure        Performance Target       Minimum Performance %
WAN Configuration           Time to complete          ≤ 5 business days        100%
changes requiring a site    configuration time
visit
Remote configuration        Time to complete          ≤ 1 business day         100%
changes                     configuration time
Dismantlement                                        Service Level Performance
                               Service Measure        Performance Target       Minimum Performance %
WAN Dismantlement            Time to Complete         ≤10 business days        100%
time

                            Formula                    Per IMACD: IF ((Time to Complete > (Performance
                                                      Target Minimum Performance percentage), Fail, Pass)
                                                      IF Fail - Service Credit = IMACD Fee * 50%

                            Measurement Interval      Measure Monthly, Report Monthly
                            Measurement Tool          Service Request Management system

                                                                                              37 | P a g e
Note 1: IMACD service intervals will apply only on receiving an authorised service order from
Unisa and acceptance of that order by the Service Provider. Refusal of acceptance by the
Service Provider of the order can only be on the grounds of the unavailability of telco service
infrastructure.
  Table 4.        Network Maintenance and Repair

DEFINITION                 Maintenance and repair services are the activities associated with the maintenance
                           and repair of network service elements (e.g. hardware, software, circuits, cabling etc.)
                           to include "Break/Fix" (hardware, software), software revision maintenance and
                           diagnostic services.

                           The incident clock will start from when an incident is initiated by a management
                           system or an end user for network problems.



Network Maintenance                                  Service Level Performance
and Repair                                                                  Performance            Minimum
                         Service Measure           Service Quality
                                                                               Target           Performance %
Priority 1               Time to Resolve        ≤ 1% repeat faults          ≤ 4 hours           100%
Service Level = Gold                            within the
                                                measurement period
Priority 2               Time to Resolve        ≤ 3% repeat faults          ≤ 6 hours           90%
Service Level = Silver                          within the
                                                measurement period
Priority 3               Time to Resolve        ≤ 5% repeat faults          ≤ 8 hours           90%
Service Level = Bronze                          within the
                                                measurement period
                         Method                         For each site the individual outage incidents are
                                                        measured. The clock will be stopped for periods
                                                        outside the Service Coverage Window (SCW) for
                                                        incidents that apply to Service Elements (SE) with a
                                                        limited SCW.
                         Formula                        Per incident per site
                                                        IF (Incident/Problem Time to Resolve > (Performance
                                                        Target  Minimum Performance %), Fail, Pass)
                                                        IF Fail - Service Credit = (ARA*AP)*Site Monthly
                                                        Recurring Service Fee
                                                        ARA = At Risk Amount - Total percentage of
                                                        service fees at risk for service credits
                                                        AP = Allocation Percentage – the percentage of the
                                                        monthly risk pool allocated for this SLR
                                                        Site Monthly Recurring Service Fee = Fee for
                                                        providing that Sites service at the selected service
                                                        levels for the measurement interval
                         Measurement Interval           Measure Monthly, Report Monthly
                         Measurement Tool               Incident and Problem Management system




                                                                                                    38 | P a g e
  Table 5.       Network Availability SLRs

DEFINITION             Network Availability is defined as the percentage of Scheduled Uptime that a
                       network site is fully functioning as specified below and normal business operations
                       can be carried out with no data loss, downtime, or performance degradation.
                       Availability shall be measured continuously on a per site basis, and will be based
                       on the per site actual hours available within the selected service coverage window
                       (SCW) in the relevant month.
                       The site outages start time will be proactive based on the time that the
                       management systems detect the outage and not reactive as with a user reporting a
                       fault.
PRE-SCHEDULED          All pre-scheduled Network downtime (i.e. maintenance), unless otherwise agreed
DOWNTIME               upon in advance by Unisa, will occur:
REQUIREMENTS                 For the Sites with 24x7x365 requirements—all pre-scheduled Network
                                maintenance shall be performed based on Unisa’s Change Management
                                policy
                       For Sites having non-24x7x365 requirements—pre-scheduled Network
                       maintenance shall be performed outside of the Sites service window



Service Availability                                  Service Level Performance
                               Service Measure         Performance Target      Minimum Performance %
WAN Site
Classification                                         99.0% - (6 hours        98.5% - (12 hours
                                                       downtime per month)     downtime per month)
Bronze                     Availability of the site
Silver                     during the measurement      99.4% - (4 hours        99.0% - (6 hours downtime
                           interval                    downtime per month)     per month)
Gold                                                   99.9% - (45 minutes     99.7% - (2 hours downtime
                                                       downtime per month)     per month)
                           Method                      For each service element (e.g. WAN link, router)
                                                       the time to repair of all incidents that affect the
                                                       Service Elements availability during the
                                                       measurement interval are accumulated. The clock
                                                       will be stopped for periods outside the Service
                                                       Coverage Window (SCW) for incidents that apply to
                                                       Service Elements (SE) with a limited SCW.
                           Formula                     Calculated per Site using the following formula:
                                                       Service Credit = (TDT–CTTR)/(Tovr-CTTR)*
                                                       (ARA*AP) * Site Monthly Recurring Service Fee
                                                       Where:
                                                       TDT = Measured Total downtime for measurement
                                                       interval (measured per site)
                                                       CTTR = Cumulative Time to Repair (Bronze, Silver,
                                                       Gold)
                                                       Tovr = 2 x CTTR - Maximum time to repair overrun
                                                       before maximum service credit is applicable


                                                                                              39 | P a g e
Service Availability                          Service Level Performance
                          Service Measure      Performance Target Minimum Performance %
                                               ARA = At Risk Amount - Total percentage of
                                               service fees at risk for service credits
                                               AP = Allocation Percentage – The percentage of
                                               the monthly risk pool allocated for this SLR
                                               Site Monthly Recurring Service Fee = Fee for
                                               providing that Sites service at the selected service
                                               levels for the measurement interval
                       Measurement Interval    Monitor Continuously, Measure Monthly, Report
                                               Monthly
                       Measurement Tool        Incident and Problem management system




                                                                                      40 | P a g e
  Table 6.        Network Performance Service Level Requirements

DEFINITION                 Network Performance includes the ability of the network components to
                           deliver data timely and accurately.
                           All performance criteria are to be measured based on the implemented COS
                           regime. The performance criteria are to be measured on a per site basis and
                           not be aggregated and averaged for all sites. Maximum measurement
                           packet size is 128 bytes. This will be measured per COS at a maximum
                           interval of every hour per site during the sites service coverage window
                           (SCW).

Network Performance                                  Service Level Performance
                             Service Measure          Performance Target      Minimum Performance %
WAN Transit Delay          Elapsed Time – These       ≤ 120 ms               95%
Real Time                  performance metrics
                           must be guaranteed
Interactive Business
                           and maintained end-        ≤ 200 ms               95%
Application Traffic        to-end, from CPE
Bulk Traffic               router to CPE router       ≤ 400 ms               90%
Best Effort                                           Not applicable         Not applicable
Packet Delivery Loss       Successful packet          ≤ 0.5%                 100%
Real Time                  transmission
Interactive Business       Measured in packet
                           loss threshold             ≤ 1.0%                 100%
Application Traffic
Bulk Traffic                                          ≤ 1.0%                 100%
Best Effort                                           ≤ 5.0%                 95%
Jitter                     Variation in timing, or    ≤ 10 ms                99%
Real Time traffic only     time of arrival, of
                           received packets.
                           Formula – Transit          Network Transit Delay (NTD) = t2 – t1
                           Delay                      Where:
                                                      t1 is the time when a packet leaves the ingress
                                                      premise, and
                                                      t2 is the times when the packet arrives at the
                                                      egress premise
                           Formula – Packet           Packet Delivery Loss = 1 - PD
                           Delivery                   Where: “PD” = Packets delivered/ packets sent.




                                                                                              41 | P a g e
Network Performance                          Service Level Performance
                        Service Measure       Performance Target         Minimum Performance %
                      Formula – Jitter        J = Ti - Ti’
                      This is only CE-CE      For two consecutive packets i and i+1:
                      one way                                 st
                                                  Ti = time 1 byte of packet i is received by the
                                                  destination port (ingress time)
                                                                  st
                                                  Ti+1 = time 1 byte of packet i+1 is received by
                                                  the destination port (ingress time)
                                                               st
                                                  Ti’ = time 1 byte of packet i is sent by the
                                                  source port (egress time)
                                                                   st
                                                  Ti+1’ = time 1 byte of packet i+1 is sent by the
                                                  source port (egress time)
                                              and
                                                  Ti = Ti+1 - Ti (Ti is the time interval between
                                                  packets at ingress)
                                                  Ti’ = Ti+1’ - Ti’ (Ti’ is the time interval between
                                                  packets at egress)
                      Measurement Interval    Monitor Continuously, Measure Monthly, Report
                                              Monthly
                      Measurement Tool        To be Determined – Service Provider to Advise.




                                                                                         42 | P a g e
4.4    Reports
The Provider will provide hard copy reports to Unisa regarding Provider’s compliance with the
SLRs specified in this Section and other Network activity reports. Reports are required per the
following:
 Table 7.          Data Wide Area Network Service Reports

     Report Description                         SLR Metrics Addressed                          Timing
Operational Reporting

Reported Faults Summary                   Maintenance and Repair                     On request
(resolved and outstanding) as per
agreed grouping
Outstanding Reported Faults               Maintenance and Repair                     On request
Notifications and Escalations
Re-Opened Reported Faults                 Maintenance and Repair                     On request
(Outstanding and Resolved)
Service Performance Reporting
Network Site/Access line                  Availability                               Monthly
Availability Report
Network Performance Report                Performance (Response time, Jitter,        Monthly
                                          packet loss)
Network utilisation summary               Provides inbound and outbound port         Monthly
                                          utilisation by site, and CoS utilisation
                                          per site per hour. Peak utilisation and
                                          busy hours should be included
Service Request Fulfilment Report         Service IMACDs                             Monthly
detailing status of requests, quality
and completion statistics
Incident & Problem Resolution             Maintenance and Repair                     Monthly
Statistics Report
Major Service Disruption (Priority        Service Availability                       Monthly
1) Incident Report providing
detailed findings to Unisa
(including, without limitation, details
of remedial and preventative
actions).
Capacity Utilisation Per Site Report      Link, Router CPU, memory usage             Monthly
                                          levels
Project Status Reports                    All projects e.g. IMACD, Security          Monthly
                                          projects
Service Management Information Reporting
List of network “Top talkers” (e.g. applications)                                    Daily




                                                                                                  43 | P a g e
4.5    Service Level Requirement Measurement Exclusions
        The following table provides a list of events that should they occur will not impact on the
        measurement of the service level requirements.
Table 8.       Service Level Requirement Measurement Exclusions
  Number        Exception and Exclusion Events

  1.            Service Provider to provide list of exclusions
  2.

  3.

  4.

  5.

  6.




 5.        REFERENCED SERVICE TOWER APPENDICES

  Service Tower                                         Description
    Appendix
  1                Wide Area Network Site Schedule
  2                Network Topology
  3                Network Related Work in Progress
  4                Network Related Future Initiatives
  5                Service Credits
  6                Definitions




                                                                                       44 | P a g e
Appendices


Appendix 1 – Wide Area Network Site Schedule
This Site Schedule to be revised by agreement between the Unisa and the Service Provider
account Manager/Service Manager from time-to-time to meet the Unisa’s requirements.

                       Site Details                                                                           Service Requirements




                                                      Contract Period




                                                                                                          Service Profile



                                                                                                                                   Service Level
                                                                             Requirement



                                                                                                          Site Class of
                                                                             Bandwidth




                                                                                                                                                     Coverage
                                                                                                                                                     Window
                                                                                                                                                     Service
Site                         Site Physical
 #       Site Name             Address




                                                                                                   RT = 20Mbps, Other = 30Mbps
                                                                                                   RT= 40Mbps, other = 70Mpbs
                                                                        * See Note 1 below table
                                                                        2 &3 Years, 50Mbps
                                                                        1 Year, 110Mbps




                                                                                                   2 &3 Years
                                                                                                   1 Year
                                                                              rd




                                                                                                        rd




                        Preller Street,
       Muckleneuk -     Muckleneuk Pretoria,
                                                                                                   st
                                                                          nd




                                                                                                    nd
                                                                        st




 1     Core             0003                       3 Years                                                                       Gold                Full
                        JSE Annexure
                        Building, 1 Kerk Street,
                        Newtown,
 2     Johannesburg     Johannesburg, 2001         1 Year               12Mbs                      Large Site                    Bronze              Extended
                        House 1, South East
                        Metro Complex, Route                                                       Medium
 3     Lenasia          K43, Lenasia               3 Years              4Mbps                      Site                          Bronze              Extended
       Ekhurleni        C/O R51 and Brazil
 4     Campus           Streets, Daveyton          3 Years              12Mbps                     Large Site                    Bronze              Extended
                        C/O Janadel and
                        Alexandra Avenue,
 5     SBL - Midrand    Midrand, 1686              3 Years              12Mbps                     Large Site                    Bronze              Extended
                        2 Vinton Road,
                        Ormonde,
 6     Ormonde          Johannesburg               3 Years              1Mbps                      Small Site                    Bronze              Extended
       Honeydew
 7     Laser Park       Honeydew                   3 Years              1Mbps                      Small Site                    Bronze              Extended



                                                                                                                                                   45 | P a g e
                      Sedibeng College, for
                      FET, 6 Frikkie Meyer
                      Blvd, Vanderbijl Park,                       Medium
8    Vandebijl Park   1600                      3 Years   4Mbps    Site         Bronze     Extended
                      1 Joubert Plaza, 100
                      Meade Street, George,                        Medium
9    George           6529                      3 Years   4Mbps    Site         Bronze     Extended
                      Grayville House, C/O
                      Cape Grayville and
                      Link Roads, Newton                           Medium
10   Port Elizabeth   Park, Port Elizabeth      1 Year    4Mbps    Site         Bronze     Extended
                      10 St. Lukes Road,
                      Sothernwood, East                            Medium
11   East London      London, 5210              1 Year    4Mbps    Site         Bronze     Extended
                      32 Victoria Street,                          Medium
12   Mthatha          Mthatha, 5100             3 Years   4Mbps    Site         Bronze     Extended
     Durban Boland    221 Dr. Pixley Ka                            Medium
13   Park             Seme, Durban, 4001        1 Year    4Mbps    Site         Bronze     Extended
     Durban Bright    251 Mahatma Gandi
14   Side             Drive, Durban, 4001       1 Year    12Mbps   Large Site   Bronze     Extended
     Pietermaritzbu   1 Langalibalele Street,                      Medium
15   rg               Pietermaritzburg, 3201    3 Years   4Mbps    Site         Bronze     Extended
                      C/O Sutherland and
                      Harding Streets,                             Medium
16   Newcastle        Newcastle, 2940           3 Years   4Mbps    Site         Bronze     Extended
                      Wild Coast Main Road,
                      Mzamba Beach,                                Medium
17   Wild Coast       Bizana, 4800              3 Years   4Mbps    Site         Bronze     Extended
                      Unit 5, 111 Dollar
                      Drive, Richards Bay,                         Medium
18   Richards Bay     3900                      3 Years   4Mbps    Site         Bronze     Extended
                      2nd Floor NRE
                      Building, 161 Zastron
                      Street, Westdene,
19   Bloemfontein     Bloemfontein, 9301        1 Year    12Mbps   Large Site   Bronze     Extended
                      1st Floor NFS Building,
                      36 Brand Street,                             Medium
20   Kroonstad        Kroonstad, 9499           3 Years   4Mbps    Site         Bronze     Extended
                      NIHE Building, Chapel
                      Street, Kimberley,                           Medium
21   Kimberley        8300                      1 Year    4Mbps    Site         Bronze     Extended
                      29 Main Street,                              Medium
22   Mafikeng         Mafikeng, 2745            3 Years   4Mbps    Site         Bronze     Extended
                      1st Floor Forum
                      Building, C/O Steen
                      and Oliver Tambo
                      Roads, Rustenburg,
23   Rustenburg       0300                      1 Year    12Mbps   Large Site   Bronze     Extended
                      20 Auret Street,                             Medium
24   Potchefstroom    Potchestroom, 2531        3 Years   4Mbps    Site         Bronze     Extended
                      29A Landros Mare
     Polokwane        Street, Polokwane,
25   Main             0700                      1 Year    16Mbps   Large Site   Bronze     Extended
     Polokwane        29B Landros Mare                             Medium
26   Library          Street, Polokwane,        1 Year    4Mbps    Site         Bronze     Extended

                                                                                         46 | P a g e
                          0701
                          1st Floor, Absa
                          Building, Masingita                           Medium
27       Giyani           Complex, Giyani, 0826     1 Year    4Mbps     Site         Bronze     Extended
                          87 Krogh Street, Office                       Medium
28       Makhado          2, Makhado, 0920          1 Year    4Mbps     Site         Bronze     Extended
                          31 Brown Street,                              Medium
29       Nelspruit        Nelspruit, 1200           1 Year    4Mbps     Site         Bronze     Extended
                          Town Square Building,
                          C/O Walter Sisulu and
                          Bhimy Damane
                          Streets, Middelburg,                          Medium
30       Middelburg       1055                      1 Year    4Mbps     Site         Bronze     Extended
31       Ethiopia                                   1 Year    2Mbps     Small Site   Bronze     Extended
         Mobile Learner
32       Support 1        Northern Province         3 Years   1Mbps     Small Site   Bronze     Extended
         Mobile Learner
33       Support 2        North West Province       3 Years   1Mbps     Small Site   Bronze     Extended
         Mobile Library
34       1                Western Cape              3 Years   1Mbps     Small Site   Bronze     Extended
         Mobile Library
35       2                Northern Province         3 Years   1Mbps     Small Site   Bronze     Extended

* Note 1: For pricing purposes the aggregate bandwidth into Muckleneuk – Core Campus will
follow the following principles:
        The Real Time(RT) traffic will be the sum of the regional sites Real Time bandwidth
         allocations
        The other traffic profiles will have a booking factor of 2:1, i.e. the sum of the regional
         sites other traffic profiles bandwidth allocations divided by 2.
        As Regional sites are cutover to the SANReN infrastructure the bandwidth
         requirements into Muckleneuk will need to be reduced accordingly.
Given these principles the for pricing purposes the following bandwidth estimates for the link
into Muckleneuk are as follows:
Year 1 of contract:              110Mbps Mbps, (RT= 40Mbps, other = 70Mpbs)
Years 2 & 3 of Contract:         50Mbps, (RT= 20Mbps, other = 30Mpbs)




                                                                                              47 | P a g e
Class of Service Profiles
The following table provides an initial indicative view of the class of service bandwidth
allocations to assist in pricing the service.
Class of Service Profiles                       Traffic Classes % Bandwidth Allocation

                                                              Interactive    Bulk
Profile                                 Real-time             Business       Business       Best
Name        Description                 Applications          Applications   Applications   Effort

Small       Typical branch office       0%                        20%            80%
Site        type of site with a small
            number of users (< 10)
            and is non-student
            facing

Medium      Site in the larger towns    (30% = 1.2 Mbps)          20%            50%
Site        and small cities with a     4 concurrent Voice
            moderate number of          channels
            users ( > 50 & < 200)       1 Mbps reserved for
                                        video

Large       Site in the bigger          (20% = 3 Mbps)            30%            50%
Site        metropolitan areas with     16 concurrent Voice
            a large number of users     channels
            ( > 200)                    2 Mbps reserved for
                                        video




See Appendix 6 Definitions for details on the Traffic Classes




                                                                                       48 | P a g e
Appendix 2 – Network Topology




     Unisa Proposed VSAT Solution




                                                  k
                                          / 256
                                    2MB

                                                                            5M
                                                                                 B
                                          1MB                       1MB
                                            /                         /
                                          128K                      128K

     Ethiopia
                                                                                     Muckleneuk




                                                        Learner Support
                         Library                          INETVU 1200
                                                      Auto-Deploy Antenna




                                                                                              49 | P a g e
Appendix 3 – Network Related Work in Progress
Unisa currently has a number of network related initiatives in progress that are included in the
scope of this SOW and may impact Services. Such projects are the responsibility of the Service
Provider to complete within the time frames specified by Unisa.
 Initiative Name      Project Timeline         Initiative/Project Description

 On screen Marking    Underway                  Providing a Toolset for Academics and Tutors to mark
                                               assignments on-screen electronically with offline
                                               capability and sent back to the student electronically
                                               and updates the relevant systems during the process

 Assignment           Underway                 Local digitisation at regional offices of assignments
 Scanning                                      and uploading in off peak times.

 Video                Planned post network      To migrate from the existing ISDN based solution to
 Conferencing         Transition               IP solution.




Appendix 4 – Network Related Future Initiatives
Other network related initiatives considered but not in progress.
                                 Project
Initiative Name                  Timeline      Initiative/Project Description

Unified Communications and                      Strategy currently being developed, will determine
Collaboration                    2013          implementation timing




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Appendix 5 – Service Credits
1. Service Credit Philosophy
The Service Credit methodology aims to be an appropriate and adequate remedy for non-
performance by the service provider. The philosophy of the Service Credit methodology is such
that it should drive positive behaviour encouraging compliance with the service level
requirements (SLRs) and consistent with the outcomes required by Unisa.
The Service Credit methodology has been designed recognising this philosophy and also
incorporates:
            the need to match Service Credit payments to the severity of the failure/defect;
            the need to provide appropriate incentives based on regimes to cure any defect or
             failure as quickly as possible;
            the need to avoid an inappropriate impact on service provider funding;
            the need to be easily understood and unambiguous;
            the need to be administratively manageable; and
            the need to avoid consistent non-performance.


1.1    Principles
The principles for the calculation of the penalties are described below:
            Service Credits only occur as a result of Service Level Failures.
            The service levels are calculated for each SLR according to the measurement
             interval specified in each SLR table (monthly by default), then compared with the
             SLR performance value specified in the Service Level Requirements.
            The Service Credits are calculated according to the formula associated with the
             SLR as specified in each SLR table.
            The Service Credits are totalised for each SLR and valued using the contractual
             value of a Service Credit.
            A good performance on a SLR cannot compensate a bad performance on another
             SLR.
            The SLRs that are considered as critical by Unisa will always be associated with
             Service Credits assigned. The other set of SLRs can be subject to Service Credits
             mechanisms, if they are included in a quality improvement plan, or if the service
             levels attained are periodically below requirements.
            Unisa reserves the right to not apply some or any service credits that may occur.

1.2    Definitions
Unless otherwise expressly defined in the MSA, the terms used herein shall have the following
meaning.

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         Total Monthly Fee - means the recurring monthly service fee payable by Unisa to the
         Service Provider for the Services as calculated by reference to Managed WAN Service
         Pricing Workbook Response Template.
         At Risk Amount - means, for any month during the Term, Fifty percent (50%) of the
         monthly Recurring Service Fees per WAN site.
         Allocated Percentage - means, for a particular Service Level Requirement (SLR), the
         portion of the At Risk Amount used to calculate the Service Credit payable to Unisa in
         the event of a Service Level Failure with respect to that SLR.
         Minimum Performance Level - means the minimum desired level of performance for
         each given Service Level.
         Service Level Failure(s) - means whenever the Service Providers actual level of
         performance for a particular Service Level metric is worse than the Minimum
         Performance Level for that Service Level.
         Service Credit - means a calculated value based on the At Risk Amount, allocation
         percentage, and the Site Monthly Recurring Service Fee.


1.3      Service Levels
The Service Levels and the numerical Minimum Performance Levels associated with each
Service Level are set forth in the applicable Statements of Work. Below is a summary listing of
such Service Levels with their corresponding Allocation Percentages:
             Table 1.     Service Credits Table

      SLR Reference                 Service Level Requirements               Allocation Percentage
 Table 3                  Network Infrastructure Build and Change (IMACD)   50% of quoted IMACD fee
 Table 4                  Network Maintenance and Repair                             20%
 Table 5                  Network Availability                                       50%
 Table 6                  Network Performance                                        30%


2.       Methodology
2.1      Monitoring; Reports; Root Cause Analysis
         2.1.1   Monitoring
         The Service Provider shall implement measurement and monitoring tools and produce
         the metrics and reports necessary to measure its performance against the Service
         Levels. Upon request in connection with an audit, and at no additional charge to Unisa,
         Service Provider shall provide Unisa or its designees with information and access to
         tools and procedures used to produce such metrics.
         2.1.2   Report
         The Service Provider shall report to Unisa the Service Provider’s performance of the
         Services against each Service Level requirement on a monthly basis beginning on the
         Service Commencement Date, along with detailed supporting information. As part of the
         standard monthly Service Level reports, the Service Provider shall notify Unisa of any (i)
         Service Level Failures, and (ii) Service Credits to which Unisa becomes entitled. The
         Service Provider shall provide such reports and supporting information to Unisa no later

                                                                                        52 | P a g e
      than five (5) business days after the end of the preceding month. The raw data and
      detailed supporting information shall be Confidential Information of Unisa.
      2.1.3    Root Cause Analysis
      The Service Provider shall promptly investigate and correct Service Level Failures in
      accordance with the procedures for Root Cause Analysis set forth in the Agreement and
      the Service Schedules.
2.2   Service Credits
The Managed WAN Service includes specific service level requirements (SLR) that detail
Unisa’s minimum acceptable service level.
      2.2.1    Calculating Service Credits
      For each Service Level Failure, the Service Provider shall pay or credit to Unisa a
      Service Credit. The formulas for calculating the service credits are detailed per SLR in
      Section 4 of this document.
      2.2.2    Several Service Level Failures
      Subject to Section Error! Reference source not found.Error! Reference source not found., if
      more than one Service Level Failure with respect to Service Levels has occurred in a
      single month, the sum of the corresponding Service Credits shall be credited or paid to
      Unisa.
      2.2.3    Successive Service Level Failures
      If a Service Level Failure with respect to a given Service Level recurs in consecutive
      Measurement Intervals, the amount of the applicable Service Credit payable to Unisa
      shall be multiplied by the following factors for subsequent Measurement Intervals:
              (i) Service Level Failure in two consecutive Measurement Intervals, then twice the
                   amount of the Performance Credit as originally calculated; and
              (ii) Service Level Failure in three or more consecutive Measurement Intervals, then
                   four times the amount of the Service Credit as originally calculated. The
                   Service Credit for any given Service Level shall only be increased as described
                   above, and such increase shall be payable for all successive consecutive
                   Service Level Failures with respect to such Service Level.




                                                                                      53 | P a g e
       Figure 1.          Service Credit for Successive Failures Example

                                                    SLR Exceeded




       SLR99.5%


                SLF Event 1             SLF Event 2 SLR Event 3 SLR Event            SLF Event 6
                  Service                 Service       2nd     4&5 3nd &4th           Service
                 Credit x 1              Credit x 1 consecutive consecutive           Credit x 1
                                                      failure     failure
                                                      Service     Service
                                                     Credit x 2  Credit x 4

          SLF = Service Level Failure


          Jan       Feb       Mar   Apr      May     Jun     Jul    Aug        Sep      Oct        Nov     Dec


       2.2.4    Payment of Service Credits
       Unisa requires that the Service Provider conduct a detailed reconciliation between the
       total value of the Service Credits imposed and the total value of Service Credits in
       respect of which relief was granted pursuant to the provisions of Error! Reference source
       not found.Error! Reference source not found. below. This reconciliation shall be conducted
       on a 6 (six) monthly basis. Notwithstanding the above, reconciliation between actual
       Service Credits and any Service Credit relief achieved shall be reported by the Service
       Provider and agreed on between the Parties on a monthly basis.
       The Service Provider shall itemise the total amount of Service Credits it is obligated to
       pay for the reconciliation period. Unisa will then, at its option, invoice the Service
       Provider accordingly.
       Upon termination or expiration of the Term, the Service Provider shall pay to Unisa the
       amount of any outstanding Service Credits not paid to Unisa’s account.
2.3    Service Credit Earn Back

In accordance with the objective of encouraging performance as opposed to punishing the
Service Provider, Unisa will provide the Service Provider with the opportunity to recoup some of
the incurred Service Credits through demonstration of enhanced Service delivery performance.
This will be based on a moving, consecutive Measurement Interval. For example:

Where a Service Credit is incurred through a Service Level Failure event, the Service Provider
may earn back 50% (fifty percent) of that Service Credit by meeting the Service Level for the
subsequent 3 (three) consecutive Measurement Intervals following the Service Level Failure
event. However, should the Service Provider fail to meet the Service Level or should the same
Service Level Failure event occur within any of the 3 (three) subsequent consecutive

                                                                                                         54 | P a g e
Measurement Intervals, the Service Provider will not have the opportunity to recoup the original
Service Credit.

Where the Service Level is met by an additional 3 (three) consecutive Measurement Intervals
(i.e. a total of 6 (six) consecutive Measurement Intervals) then the remaining 50% (fifty percent)
of the Service Credit is earned back. However, should the Service Provider fail to meet the
Service Level or should the same Service Level Failure event occur within any of these
additional 3 (three) subsequent consecutive Measurement Intervals, the Service Provider will
have no opportunity to recoup the remaining portion of the Service Credit.

Where the same Service Level Failure event has occurred during an earn back period, the
Service Provider only has the opportunity to obtain the earn back for the latest Service Level
Failure event. In order to recoup the latest Service Credit, the earn back Measurement Intervals
recommences from the re-occurrence of the latest Service Level Failure event.

Table 2.                 Service Credit Earn Back Example
                                                     SLR Met or Exceeded




SLR 99.5%


            SLF Event 1                3 months          6 months          SLF Event 2        SLF Event 3 No
            for failing to          meeting SLR       meeting SLR          for failing to        Earn Back
             meet SLR                 eligible for      eligible for        meet SLR         available for SLF
                                     SLF event 1       SLF event 1                           event 2 because
                                      50% Earn         100% Earn                                SLR wasn’t
                                         Back              Back                                   met for 3
                                                                                                consecutive
  SLF = Service Level Failure                                                                      months


      Jan        Feb         Mar   Apr    May        Jun     Jul       Aug      Sep         Oct    Nov       Dec




2.4          Changes to Performance Management

             2.4.1       Changes to Allocation Percentages
             Unisa may make changes to the Allocation Percentage for any Service Level by sending
             written notice to the Service Provider at least thirty (30) days prior to the date that such
             new percentages are to be effective. With respect to the addition of Service Levels,
             Unisa shall modify the Allocation Percentages for the Service Levels such that the sum
             of the Allocation Percentages for all Service Levels does not exceed the At Risk Pool.
             Until Unisa makes such modifications to the Allocation Percentages, the Allocation
             Percentage(s) for any added Service Level(s) shall be equal to the greater of (i) the

                                                                                                                   55 | P a g e
unallocated portion of the At Risk Amount, evenly distributed amongst all of the added
Service Levels or (ii) zero.
2.4.2      Additions
No more than once quarterly, Unisa may add Service Levels by sending written notice to
the Service Provider at least 60 (sixty) days prior to the date that such added Service
Levels are to be effective. The Minimum Performance Percentage (%) Levels for such
additional Service Levels shall be determined by mutual agreement with consideration of
the following:
        (i)    where 4 (four) months of measurements (excluding the Transition Period)
               exist that are applicable to such Service Level, by taking the average of the
               4 (four) months of measurements achieved during such period, or
        (ii)   otherwise by mutual agreement between the Parties using Best Practices.
2.4.3      Deletions
Unisa may delete Service Levels by sending written notice to the Service Provider at
least 30 (thirty) days prior to the date that such deletions are to be effective.




                                                                                56 | P a g e
Appendix 6 – Definitions

    Term         Acronym             Meaning of Acronym or Description of Term
                           The Service Provider employee who is the principal contact between
Account                    Unisa and Service Provider for all commercial issues and those
                 AM        technical issues that are not resolved to the satisfaction of Unisa
Manager
                           through the agreed channels.
                           Class of Service: Less time sensitive bulk applications where response
Best Effort      BE        time guarantees are not required
                           Class of Service: Important applications that typically have larger traffic
Bulk                       flows associated with their interactions. Delay is not an absolutes
Business         BBA       priority , however getting all large amounts of data to the other side is.
Applications               Examples of this are messaging apps (e.g. Exchange), Web enabled
                           applications, document and file sharing etc.
Cleared          CWL       Service Provider will declare a reported fault Cleared While Localizing if
While                      the faulty service element has been proven unavailable, but restores
Localising                 whilst Service Provider is busy localizing the fault.

Clock Stop                 All time periods including allowances and exclusions that result in the
                 CST       suspension of the incident resolution time clock.
Time
Cumulative
                           The cumulative TTR allowed per site, per measurement interval, for
Time to          CTTR      Service Provider to repair service without attracting service credits.
Repair
Customer                   The router at the Customer premises that is the demarcation point
                 CE        between the WAN and the LAN.
Edge Router
Customer
Premise          CPE       Equipment provided by Service Provider at Unisa’s premises
Equipment
Digital
Subscriber       DSL       A method for moving data over regular phone lines
Line
                           A failure of a Service Component that is correctly logged at Service
Fault                      Provider’s Service Centre.
                           An incident that is recognised by the parties as requiring formally
                           managed actions in terms of this SLA. Down time resulting in FIs will be
Fault Incident   FI        counted in the month in which they are resolved and will not contribute
                           to down time in previous months.
Fault Incident             A timer that accumulates the time taken by Service Provider, which
                 FIC       excludes Clock Stop Time, to resolve a fault incident.
Clock




                                                                                         57 | P a g e
    Term         Acronym             Meaning of Acronym or Description of Term
                           An Incident (either a Problem or an inquiry) has been Resolved when:
                            The root cause of a reported Problem has been identified, and
                             assistance has been provided to correct both the results and the
                             cause of the Problem, including the replacement of a Workaround
Incident                     with a resolution that is non-temporary, or
                 IR
Resolution
                            An answer to an inquiry or informational question has been provided
                              and understood by the End-User.
                           In both cases, the Incident is not Resolved until the End-User is
                           convinced and satisfied that it has been Resolved.
Install,
Moves, Adds,
Changes and      IMACD     Installations, Moves, Adds, Changes and Dismantlement of Services
Dismantleme
nt

Interactive                Class of Service: High priority core business applications that are
                           typically transactional in nature requiring short response times and
Business         IBA       minimal packet loss. Typical apps are ERP, near real-time data feeds
Applications               etc.
Minimum
                           The minimum performance level that must be met before service credits
Performance      MP        come into effect.
Level

Multi-Protocol             MPLS changes the hop-by-hop paradigm by enabling devices to specify
                           paths in the network based upon QoS and bandwidth needs of the
Label            MPLS      applications. It is designed to switch rather than route packets through
Switching                  an IP Network.
Network                    Round trip transit delay from ingress and egress ports on customer
                 NTD       premise devices.
Transit Delay
Provider                   The router at the Service Provider location for aggregating access level
                 PE        sites.
Edge Router
Performance                The desired level of Service Unisa is seeking for that particular Service
                 PT        Level.
Target
Priority                   “Priority Levels” are defined categories that identify the degree of
Levels                     business criticality and importance to Unisa (the “Business Impact”) of
                 Pls       specific Incidents, and the associated Service Provider response
                           requirements attributed to any such Incident. The following Priority
                           Level table categories and descriptions apply to all Services:




                                                                                        58 | P a g e
    Term     Acronym               Meaning of Acronym or Description of Term
             Priority    A problem will be assigned as “Priority 1 Problem” if the problem is
             Level 1 –   characterised by the following:
             Emergency   Examples
             /Urgent
                               (iv) a business critical System, Service, Application System,
             Critical                Equipment or network component that is substantially
             Business                unavailable or seriously impacting normal business
             Impact                  operations and
                               (v) An error or outage that affects either group of people.
                               (vi) Security violation (e.g. denial of service, port scanning)
                               (vii) VIP Support Services


             Priority    A problem will be assigned as “Priority 2 Problem” if the problem is
             Level 2 –   characterised by the following:
             High        Examples
             Major             (i) a department or group can use a business critical System,
             Business               Service, Application System, Equipment or network
             Impact                 component, but some functions are not available or
                                    functioning as they should, and
                               (ii) An error or outage affects a group or groups of people, or a
                                    single individual performing a critical business function.


             Priority    A problem will be assigned as “Priority 3 Problem” if the problem is
             Level 3 –   characterised by the following:
             Medium      Examples
             Moderate          (i) a group or individual experiences a problem with accessing
             Business              or using a System, Service, Application System or network
             Impact                component or a key feature thereof but the problem does not
                                   prohibit the execution of productive work.


             Priority    A problem will be assigned as “Priority 4 Problem” if the problem is
             Level 4 –   characterized by the following:
             Low         Examples:
             Minimal           (i) a problem that may require an extended resolution time, but
             Business                the individual or group has a reasonable workaround while
             Impact                  waiting for the resolution.
                               (ii) End-User requests (e.g., new service access request)
                               (iii) Preventative Maintenance
                         Quality of Service (QoS) is the ability to control the mix of bandwidth,
Quality of
             QoS         delay, variances in delay (jitter), and packet loss in a network in order to
Service                  deliver a specific kind of service.
                         Class of Service: Optimized for packetised voice and other multimedia
Real Time    RT          applications that are intolerant to delay and jitter.
Reporting    RI          The time span between regular performance reporting periods
Intervals



                                                                                        59 | P a g e
    Term        Acronym             Meaning of Acronym or Description of Term
Resolve                   To repair, replace, reconfigure, re-install, re-route, or otherwise provide
                          a complete solution to an Incident that returns the service to
                          non-degraded full functionality
Right When      RWT       Service Provider will declare a reported service element Right When
Tested                    Tested if no trace of a fault condition could be identified

Root Cause                A Problem analysis process undertaken to identify and quantify the
Analysis                  underlying cause(s) of an Incident, and document the necessary
                RCA       corrective actions to be taken to prevent recurring problems/trends
                          which could result in Problems.
Service
                          The period during the day that this SLA will cover the Site. The cover
Coverage        SCW       required at a particular site is indicated in Appendix 1.
Window
Service                   A Service Component is a single Unisa service as provided at the TCP
                SC        at a particular Unisa.
Component
                          The Service Level Agreement, as defined in this network services
Service Level             tower, specifies the agreed service performance standards and levels
                SLA       and measurement criteria according to which the service will be
Agreement
                          provided to Unisa.
Service                   The amount Service Provider will credit to Unisa if the service levels are
                SC        not met
Credit
                          The service coverage Windows are defined as the following:
Service                   Office -    7:00 - 17:00 on Mon - Fri, excluding public holidays
Coverage        SCW       Extended - 07h00 - 22h00 Monday to Friday and 07h00-17h00 on
Window                                Saturdays, includes public holidays, excluding Sundays
                          Full -      24 hours a day, 7 days a week, all year round
Service
                SM        The Service Provider employee responsible for technical issues.
Manager
Simple
Network                   A set of standards for communication with devices connected to a
                SNMP      TCP/IP network.
Management
Protocol
Time To                   The time taken from the start of a FI to restoration of the service, less
                TTR       any clock stop time, as agreed between the parties.
Resolve
                          Method of avoiding an Incident or Problem, either by a temporary fix or
Workaround      WA        by a technique that temporarily relieves Unisa of being reliant on a
                          particular aspect of the service that is known to have a Problem.




                                                                                        60 | P a g e
Appendix 7 – 2012 Specification Regional Connectivity
Tender Response Template


 2012 Specification
Regional Connectivity Tender Response Template.docx




Appendix 8 - 2012 Managed WAN Services Pricing
Workbook Response Template


2012 Managed WAN
Services Pricing Workbook Response Template.xls




Appendix 9 - Network Topology


     Network
  Topology.docx




                                                      ..........// end




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