SAMPLE SLA DOCUMENT

SERVICE LEVEL AGREEMENT (SLA) BETWEEN MTUNZI NET TANZANIA LIMITED AND PRIMI CONSTRUCTION INDUSTRY Table of Contents 1.0 SERVICE LEVEL AGREEMENT OVERVIEW................................................................................................. 3 2.0 DESCRIPTION OF SERVICES ..................................................................................................................... 3 2.1 LIST OF SERVICES................................................................................................................................. 3 2.2 SERVICE AVAILABILITY ........................................................................................................................ 4 2.3 AVAILABILITY RESTRICTIONS ............................................................................................................... 4 3.0 SERVICE PERFORMANCE ......................................................................................................................... 5 3.1 PERFORMANCE METRIC AND SERVICE COMMINTERNETMENT ......................................................... 5 4.0 SERVICE COSTS .................................................................................................................................. 6 4.1 SERVICE DESCRIPTION COSTS ............................................................................................................. 6 5.0 SERVICE PROVIDER AND CUSTOMER RESPONSIBILINTERNETIES ........................................................... 6 5.1 SERVICE PROVIDER DUTIES AND RESPONSIBILINTERNETIES .............................................................. 6 5.2 CUSTOMER DUTIES AND RESPONSIBILINTERNETIES .......................................................................... 6 6.0 PROBLEM MANAGEMENT AND DISASTER RECOVERY ............................................................................ 7 6.1 SUPPORT & PROBLEM ESCALATION CONTACT LIST ........................................................................... 7 7.0 PERIODIC REVIEW PROCESS .................................................................................................................... 8 8.0 PENALTIES, REMEDIES, AND TERMINATION ........................................................................................... 9 8.1 PANALTIES ........................................................................................................................................... 9 8.2 TERMINATION ..................................................................................................................................... 9 9.0 SIGNATURES .......................................................................................................................................... 10 2 1.0 SERVICE LEVEL AGREEMENT OVERVIEW This agreement represent a Service Level Agreement between Mtunzi net Tanzania Limitedwho in this contract wil be called Internet “ervice Provider or I“P in short form and Primi Construction Industrywho in this contract will be known as Client for the provision of Internet se ice e uei ed to suppo t a d sustai the clie ts’ e uip e t a d se ices. This ag ee e t describes the Internet services to be provided and commitments required to succesfully meet clie ts’ tech olog elated eeds ithi utuall ag eed upo ti e a d esou ces and reflects the objective that Mtunzi net Tanzania Limited will strive to partner with clients to achieve the highest level of affordable technology enabled service delivered to the Primi Constrcution KIGAMBONI VILLAGE ISP will charge Client who subscribe service support, and/or customer services based on a cost – recovery methodology. Fee will bw charged and transferred twice in every twelve months and during this twelve months of contract there will be no substatial increase or decrease in the number of units or type of services provided, client may request to have service reviewed and upon mutual agreement the bill may be adjusted. 2.0 DESCRIPTION OF SERVICES 2.1 LIST OF SERVICES index 1 Service name Internet service 2 Technical support 3 consultancy 4 Maintenance and repair of internet service infrastructures descriptions 15 mbps, unlimited for 24 hours every day including weekends and holydays. Unlimited should mean that there should not be any limitation in using internet service, either upload limit or download limitations. And the bandwidth should be 15 mbps. When client face any problem concerning with the internet service will inform ISP through phone call, email or office visit. The Technical supports include configuration and installation of new routers and servers and other related internet services. Sometimes client could face problems which will require advice from ISP. The ISP should provide consultancy service to the client in all matters concerning with internet service. This service is necessary to the client so as to increase productivity and performance. There should be frequent checkup to all ISP infrastructure such as tower, satellite dish and radios so as to make sure service is available with efficient and client is happy. 5 3 2.2 SERVICE AVAILABILITY INDEX 1 2 3 4 SERVICE NAME Internet service Technical support consultancy Maintenance and repair of ISP infrastructures PERIOD OF AVAILABILITY 24 hours in all 7 days of the week 0800 – 1700 hours Monday to Saturday When need arises When damage occurred client will inform ISP. The ISP should respond and tackle the problem as soon as possible; it should not last than 8 hours. 2.3 AVAILABILITY RESTRICTIONS Availability restrictions specific to the Services covered under this Agreement are as follows: I. Technical support :Sundays and Public holydays. II. Consultancy: Sundays and Public holydays. III. Maintenance and repair of ISP infrastructures : IV. Internet service :there could be any restriction , it should be available all the time. 4 3.0 SERVICE PERFORMANCE 3.1 PERFORMANCE METRIC AND SERVICE COMMINTERNETMENT This section shall establish the measurements to be used to make sure the optimal provision of services. Measurements can be defined in terms of service availability (i.e. uptime), service performance (i.e. throughput, response time) and service quality (i.e. number of unscheduled outages, customer surveys). Service Metric Definition Average Wait Period at customer care/customer support Average Wait Period for support This is the time period waited by client after making a call for support. Baseline <5 min This is the time period < 1 min waited by client to get the intended support/ problem to be solved Average waiting This is the time between the 1.5 time for support time client make a call for hours team to arrive to need of engineer support the site and the time they arrive to (KIGAMBONI) the site. Downloading This measures the speed of 15 mbps speed downloading files from other network computers Uploading speed This measures the speed of 15 mbps uploading files to network computers 5 Low Performan ce 15 – 25 min High Performance Breach < 12 min > 30 min 0 – 3 min No waiting > 2 min 3- 5 hours 0 - 3 hours >5 < 15 mbps >15 mbps <13 mbps < 15 mbps >15 mbps <10 mbps 4.0 SERVICE COSTS 4.1 SERVICE DESCRIPTION COSTS Index Service Name 1 15 mbps internet service Costs in USD Duration 2 3 5.0 SERVICE PROVIDER AND CUSTOMER RESPONSIBILINTERNETIES 5.1 SERVICE PROVIDER DUTIES AND RESPONSIBILINTERNETIES i. ii. iii. iv. v. vi. To provide high quality internet service as agreed. High quality internet service should mean 15 mbps (megabits per second) download and upload speed and consistence (it should not go below, unless there is an alert from IPS that the service will go down for some minutes, and it should not last than 45 minutes). To perform maintenance in time of breakdown. To respond to Client queries immediately after receiving calls or email. To provide technical and professional support to Client. ISP should inform Client about any breakdown at CATS-NET infrastructure that could hinder the internet service to go down. To provide technical and professional advices to Client for the service provided so as to increase performance and productivity. vii. 5.2 CUSTOMER DUTIES AND RESPONSIBILINTERNETIES i. ii. iii. To pay for bandwidth provided on time, that is the Client should pay USD 175.00 per 1mbps per month after every six months. To follow service termination procedures as stipulated in this document. To inform ISP about any service breakdowns, example in case of internet is down or speed is poor, Client should provide such information. 6 iv. To take care of internet service infrastructures including tower, antenna, dish and all LAN nodes. 6.0 PROBLEM MANAGEMENT AND DISASTER RECOVERY 6.1 SUPPORT & PROBLEM ESCALATION CONTACT LIST Support Help Line Name Role Phone Support Contacts Escalation Contacts 7 Email 7.0 PERIODIC REVIEW PROCESS This SLA is a dynamic document and will be periodically reviewed and changed when the following events occur:   The environment has changed.  Workloads have changed.  The custo e ’s e pectatio s a d/o eeds ha e cha ged. Better metrics, measurement tools and processes have evolved. This Service Level Agreement will be reviewed at a minimum once per fiscal year. Contents of this document may be amended as required, provided mutual agreement is obtained and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Document Owner: Review Period: Previous Review Date: Next Review Date: 8 8.0 PENALTIES, REMEDIES, AND TERMINATION Penalties and remedies are set up to ensure that the service level specified in the SLA is met, and that the client is compensated for negative effects of service below agreed levels. This will generally include inability of the ISP to meet SLAs. 8.1 PANALTIES INDEX FAULTS 1 Any fault by ISP which will lead to termination of this contract. 2 If internet is off for more than 2 hours and no any notification from ISP 3 If speed is below 15 Mbps 4 PENALTY REFUND from the day of fault to the end of service agreement REFUND of 2% REFUND of 1% for each hours 8.2 TERMINATION CLIENT may terminate this contract for cause based upon the failure of the Service Provider to comply with the terms and/or conditions of the contract; provided that (CLIENT) shall give the Contractor written notice specifying the Contractor's failure. If within thirty (48) hours after receipt of such notice, the ISP shall not have either corrected such failure and thereafter proceeded diligently to complete such correction, then (CLIENT) may, at its option, place the Contractor in default and the Contract shall terminate on the date specified in such notice. 9 9.0 SIGNATURES Title & Name Date Client and Document Owner Title & Name Date Customer Title & Name Date Title & Name Date Primi F Mtunzi IFM class of 2014 Bachelor of computer science 10