1. Purpose

This document provides an agreement between “Veecotech Sdn Bhd” and “The Client” as to what constitutes acceptable service in quantifiable and measurable terms.  It documents the mutually service objectives, how those objectives will be measured, and the schedule of distribution for the measurements.

The intent of this Service Level Agreement (SLA) is to ensure the proper understanding and commitments are in place for effective support, measurement and resource planning in the provision of the Help Desk service.

2. Scope

The service to be provided is the provision of Help Desk for the information technology infrastructure of “The client”. The areas to be serviced are:

• Website update

• Security update

• Plugin’s update

• Server issue
  
  

Service will not include:

• Website backup

• Networks, devices, servers, workstations, operating systems, and applications not listed in the referenced document

• Access Management or other security-related process, whose implementation will be retained by The Client as requested.

Service Objectives and Measurements

3. Service Objectives

1. Service Hours

Service must be available from 9:00 AM to 5:30 PM, Monday through Friday. Incidents reported or services requested outside the working hours will be served at the next scheduled working day, unless a special procedure for Major Incident is invoked.

2. Service Availability

For the provision of the Service covered by this SLA, availability is determined by the percent of the time components of the Service are available to users.  

“The Service Provider” will seek 100 % availability during working hours for all the interfaces combined (telephone, e-mail or Web) to report or request, that means client will always have at least one mean available to report and Incident or request a service at working times. Availability of each interface alone is provided below:

Table 5. Availability of Service.

3. Scheduled Processing

All Incidents will be managed according the Incident Management Process that was designed along with the design of the Service itself. 

All the service requests made by users will be managed according the Request Fulfillment Management Process that was designed along with the design of the Service itself. 

The first-line support is the entry point defined for both process. Users can request service or report an Incident by using one of the following:

• Sending an E-mail (preferred)
  support@veecotech.com

4. Service Performance

The target resolution time for each Incident or Service Request depends on its Priority. The agreed targets are as follows:

        Table 6. Target resolution times by Priorities.

Priority is determined by the Urgency and the Impact of the Incident or Service Request, as per follow:

Table 7. Determination of Priorities.

Last updated 1 March 2019