Service Level Agreement

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) for the provisioning of IT services required to support and sustain the implementation and deployment of the DELTA Monitoring & Evaluation software platform for use.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Client by the Service Provider.

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider and Client.

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the client.
  • Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider and Client will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT Service Provider(s): DeltaGIS (“Provider”)

IT Customer(s): (“Client”)

4. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

4.1. Service Scope

The following Services are covered by this Agreement;

  • Monitored email support
  • Monthly system health check
  • Daily system backups
  • Network and power uptime

Support requests for application settings, parameters, etc. are not in scope for this SLA. These requests are considered to be training items and are handled in the main contract.

4.2. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include:

  • Reasonable availability of client representative(s) when resolving a service-related incident or request.

4.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service-related incidents.
  • Appropriate notification to Client for all scheduled maintenance.

4.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated to and documented for all stakeholders.

5. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

5.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Eastern Time, Monday – Friday
    • Emails received outside of office hours will be collected; however, no action can be guaranteed until the next working day.

5.2. Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Client within the following time frames:

  • 0-8 hours (during business hours) for issues classified as High
  • Within 48 hours for issues classified as Medium
  • Within 5 working days for issues classified as Low

Remote assistance will be provided online with the above timescales dependent on the priority of the support request.

To streamline the handling of service requests, a single point of contact will be provided to the Client by the Service Provider. This single point of contact will reside in the Help menu of the Delta software, as an email link to Technical Support Services (TSS). Other parties, such as project managers, may also be copied on emails to TSS as appropriate to ensure service requests are not inadvertently overlooked.

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