Service Level Agreement Service Level

					                               Service Level Agreement
                                            Between
         Planned Parenthood Association of South Africa (PPASA)
                                             And
                                   HR Computek (HR)


In this contract, PPASA commits to require, and HR to supply, the services of a qualified and
able consultant to be the acting Network Supervisor at PPASA’s National Office in
Johannesburg.
1. Services
    1. Capacity building
        To create, implement and develop tools, policies, procedures and practices that
        enable PPASA to be fully able and self-sustaining to satisfy its IT needs at National
        and provincial offices. These needs are;
        1.1. Hardware (including PC’s, laptops, printers, modems, cards, network boxes etc)
        1.2. Software (including MS Office and other productivity tools, Windows, Linux and
             other network platforms etc)
        1.3. Communications ware (including cabling, wires, modems, network and fax
             cards etc)
        1.4. Networking (including workstation integrations, provincial office integration etc)
        1.5. MIS (including providing a platform that provides secure, robust, controlled,
             easily accessed, friendly, complete, fully automated and same-day reporting
             capability to the Programmes and Operations, Financial, HR and Marketing and
             Sales functions throughout PPASA)
        1.6. Training on the above (to the extent necessary for users to satisfy and for
             managers to supervise delivery of their work requirements)
        1.7. Management (including the discovery, design, development, implementation,
             enforcement and maintenance of strategic, financial, programmatic and
             operational, marketing and sales and HR management)
    2. Cost-reduction
        To discover and implement ongoing savings at least equal to the cost of this contract.
    3. Expense recovery
        To discover and recover previous overspend at least equal to the cost of this contract.
    4. Hours
        4.1. Daily
             The normal PPASA workday is 8a.m. through to 5a.m. The consultant shall be
             available a maximum of 1 hour BEFORE and 1 hour AFTER, or whatever less
             time is necessary to ensure
              4.1.1.   That the network is up and running (including email, accounting
                      software etc) at the start of the day.
           4.1.2.     That all the consultant’s daily reports and tasks are complete and
                      approved at the end of the day.
   4.2. Call-outs and weekends
          The consultant shall establish and maintain a management system that identifies
          and solves mission-critical network problems outside of normal hours, which
          may include personal restoration of network services.
5. Income generation
          To discover and exploit marketing opportunities at least equal to the cost of this
          contract.
6. Network development and maintenance
          To deliver to PPASA network connectivity that reliably, quickly and simply
   6.1. Connects every PPASA staff member to their relevant or closest office or site
          LAN to the extent needed by work requirements
   6.2. Connects every PPASA office or site LAN to the PPASA WAN
   6.3. Connects the PPASA WAN to the WWW for global access
7. Plans, policy, procedure and programme development
   To establish a mechanism (including plans, policies, procedures and programmes)
   that
   7.1. Uncovers all current material defects and concerns, and
   7.2. Audits all resources available
   7.3. Analyses current and foreseeable need
   7.4. Clears the backlog of problems
   7.5. Lays the foundation for anticipating, avoiding and solving future IT problems
8. Project design and management
   To establish the tasks and activities (including rationale, costs, budgets, risks,
   timelines, milestones, measures, roles and responsibilities) that
   8.1. Uncovers all current material defects and concerns, and
   8.2. Audits all resources available
   8.3. Analyses current and foreseeable need
   8.4. Clears the backlog of problems
   8.5. Lays the foundation for anticipating, avoiding and solving future IT problems
9. Skills Transfer
   To train PPASA staff and managers at National and Provincial Offices in the tools and
   techniques of IT so that they are fully able to deliver on the IT aspects of their work
   requirements
10. Succession Planning
   To train those allocated PPASA staff and managers at National and Provincial Offices
   in the tools and techniques of IT so that PPASA has a pool of IT experts who are
   10.1.     Fully able to supply IT services to PPASA and to
     10.2.   Train staff and managers in the IT aspects of their work requirements
  11. Supplier Management
     To manage IT service providers so that
     11.1.   PPASA has a contract for each service and provider that ensures
             11.1.1. Service levels are defined and agreed, including penalties for
                       accidents, negligence, waste and breach
             11.1.2. PPASA gets full value for money
             11.1.3. PPASA gets quality service
             11.1.4. PPASA gets full control of service delivery (including who, why,
                       when, where, if, how, what and what for services are delivered or
                       withheld or commissioned or not commissioned)
     11.2.   PPASA has a panel of providers competing to offer each service required
     11.3.   PPASA has clear records and a report from each service provider, approved
             by PPASA, before, during and after any service and before any payment is
             made.
  12. User support
     12.1.   To immediately, transparently, sensibly and sensitively solve the IT needs of
             PPASA users (PPASA staff members within the Programmes & Operations,
             Finance, Marketing & Sales, and HR functions).
     12.2.   To report needs and recommend solutions regularly and completely to the
             heads of the above functions, so that budgets, practices and policies may be
             tested or created and agreed
     12.3.   To use the IT survey tool daily to share, diagnose and prove what needs exist
             and how they were, are and will be solved
2. Terms
  2.1. PPASA Policies and Procedures
     The consultant must comply with PPASA policies and procedures, except where
     impossible or unreasonable and expressly agreed by the PPASA CEO with HR or the
     consultant.
  2.2. Reporting
     The PPASA CEO must approve the consultant. The MIS Manager, representing the
     needs of the Programmes & Operations, Finance, Marketing and Sales and HR
     functions, will supervise her/im on a daily basis. On a weekly basis, the consultant
     will meet with the heads of those functions to address any issues arising. On a
     monthly basis, the consultant will meet with the CEO to address any issues arising.
  2.3. Total cost to company
     12.4.   A total contract cost of R100 050 payable to HR
             12.4.1.     Monthly Cost of 12 000 per month
                   12.4.1.1.   All-inclusive consultant fee of 10 000 per month
                   12.4.1.2.   Management Fee of 2 000 per month
   12.5.      Project Bonus of 15 000 on expiry
   12.6.      Intrinsic costs of employment of 13 050
2.4. Period
   12.7.      Six months, from April 2, 2002, until September 31, 2002
   12.8.      Renewable by mutual consent between PPASA and HR
   12.9.      Remuneration shall be re- negotiable PPASA and HR
   12.10. Period shall be re-negotiable between PPASA and HR
2.5. Fees and Expenses
   12.11. VAT chargeable to PPASA at election of HR
   12.12. Deduction and payment of tax is responsibility of HR and the Consultant
   12.13. If PPASA makes offer of employment to the Consultant, a recruitment fee of
              20% of annual cost-to-company is due by PPASA to HR
2.6. Services provided and under-written by HR
   12.14. Services provided to PPASA shall be supplied by the Consultant as an agent
              of HR
   12.15. If the PPASA CEO is materially dissatisfied with the services provided, HR is
              obliged to find a suitable replacement within one month on equal or
              reasonable terms

				
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Description: Service Level Agreement