Service Level Agreement

Between
HAROLD

AND

SNAIL IT SERVICES

© 2019 Snail IT Services. All rights reserved. Revised November 4, 2020 Page 1 of 9
SNAIL IT SERVICES SERVICE LEVEL AGREEMENT

DOCUMENT INFORMATION AND APPROVALS

VERSION HISTORY
Version # Date Revised By Reason for change

DOCUMENT APPROVALS
Approver Name Project Role Signature/Electronic Approval Date

TABLE OF CONTENTS
1.0 Service Level Agreement Overview 1

2.0 Description of Services 1

3.0 Service Performance 1

3.1 Performance Metric and Service Commitment 1

3.2 Incident/Problem Management 1

4.0 Service Costs 2

5.0 Service Provider and Customer Responsibilities 3

5.1 Service Provider duties and responsibilities 3

5.2 Customer duties and responsibilities 3

6.0 Problem Management and Disaster Recovery 3

6.1 Support & Problem Escalation Contact List 4

6.2 Application Recovery Priority 4

6.3 Change Management Process 4

7.0 Periodic Review Process 4

9.0 Termination of Agreement 5

9.0 Signatures 5
1.0 SERVICE LEVEL AGREEMENT OVERVIEW

This is a Service Level Agreement (SLA) between Snail IT Services and Harold. The purpose of this Service Level
Agreement (SLA) is to identify the basic services, and any agreed upon optional services, to be provided by
Snail IT Service regarding management of Harold’s printing services and dealing with HP and managing
communications with Star ISP for internet and Email issues for Harold. At the following address 29 Blackiston
road Awkland, New Zealand.

This SLA covers the period from 01-09-2021 to 30-09-2022 and will be reviewed and revised at the end of this
period.

Description of Application/Service

INCLUDE A BRIEF DESCRIPTION OF WHAT THE SERVICE OR APPLICATION DOES.

Harold Company has 8 users with 10 machines connected in a peer-to-peer layout using star topology. Harold’s
internet connection and emails are managed by Orson ISP. Harold has 2 printers among its equipment. The
Service Level Agreement between Snail IT Services and Harold Company is to offer the Gold Service Level in
following ways:

- Managing Harold’s printing services, communicating and liaising with HP whenever printing issues
arise at Harold.
- Communicating with the Star ISP whenever Harold face issues with emails and internet connection.

The agreement is to help Harold’s company deal with printer failures and implement a point-to-point star-
topology network layout to connect to the network, and it wants Orson ISP to manage Internet connections
and E-mail. Ability to manage communication with Star ISP in case of network problems.

2.0 DESCRIPTION OF SERVICES

Services
What systems/applications are included in this
SLA?
What services are included in this SLA?
What services are NOT included in this SLA?
How will service be delivered?
What are the hours of operation (regular
business hours and after hours support)?
When will regularly schedule maintenance be
performed?
Description
Telephone system.
SITS will support Harold through contacting the 3 rd party
companies (HP and Star ISP) when Harold faces Printer
issues as well as Internet and Email issues with Orson
ISP.
SITS will not dispatch a technician to attend to problems
that Harold are facing at any given time.
The service will be delivered through telephone calls.
Regular business hours are: 8:00 hours to 17:00hours
After hours support time is from after 17:00hours to
23:00 hours
Every Friday at 12:00 hours
SNAIL IT SERVICES SERVICE LEVEL AGREEMENT

3.0 SERVICE PERFORMANCE

3.1 PERFORMANCE METRIC AND SERVICE COMMITMENT

Performance Metric Service Commitment Measurement

Service availability SITS is committed to be available for
service between 8am and 5pm and also
during afterhours up to 11pm.
Technical quality With our highly trained technicians, SITS
is committed to provide high level
technical competency to Harold on all of
the helpdesk issues that may rise.
Defect rate SITS is committed to ensure that every
service delivered is up to standard and
with minimum possible failures.
Security SITS company is obligated to keep and
respect Harold’s information
confidentiality and maintain its high level
standards of data data integrity in all
transactions and services with Harold
company.
With a commitment rate of
99.5%, SITS commits to be
always available for Harold.
We assure Harold to receive
our best standard technical
service for all the problems
reported to us.
We commit a defect rate of 0%
for every service we offer
Harold.
We give a 100% assurance that
our well trained technical team
handling Harold’s information
shall, at all cost, keep it
confidential.

3.2 INCIDENT/PROBLEM MANAGEMENT

Incident/Problem Management

Severity Level Description Response Resolution/ Status Metric/

time to begin
Mitigation Updates Measureme
working issue
nt
Level 2 Printer paper jam, 10 minutes Open the Time taken to
Low suppliers printer deck complete
where catridge these tasks or
level, scanner sits and pullout steps is less
error. the stuck paper. than 1 hour
Order new
cartridges from
HP on time.
Level 3 Network printer 5minutes Ensure printer is The time
connection fail, always on taken t
network and complete
out of paper error, ready. Ensure these tasks is
Could not print printer trays are less than 2
error, Printer always fillied hours
offline with papers.
Restart the
printer if
problem
persists.

© 2020 Snail IT Services. All rights reserved. Revised November 4, 2020

SNAIL IT SERVICES SERVICE LEVEL AGREEMENT

Level 3 Network 5minutes Liaise with the The time

connection fail ISP to make an taken to
automatic complete
error, No internet subscription a these tasks is
access error, day or two approximately
connected but no before the end 4 to 5 hours
internet error, No of active
connection, check subscription.
Ensure all
your subscription network cables
error. are connected
well.

4.0 SERVICE COSTS

List any costs for services described in this SLA (if applicable).

Harold company has signed up for gold package which costs $4999 NZD per annum and has 3 level priority
system as follows:
 Level 3: High – Helpdesk answers phone and attempts to resolve the problem. If problem cannot be
resolved, then a technician is dispatched within the next 30 minutes.
 Level 2: Medium - Helpdesk answers phone and attempts to resolve the problem. If problem cannot
be resolved, then a technician is dispatched within the next 6 hours.
 Level 1: Low – Helpdesk answers phone and attempts to resolve the problem. If the problem cannot
be resolved, then a technician is dispatched within the next business day.

5.0 SERVICE PROVIDER AND CUSTOMER RESPONSIBILITIES

5.1 SERVICE PROVIDER DUTIES AND RESPONSIBILITIES
▪ Service provider duties, quality and patient service to everyone. Try to solve the problem at the help
desk. Good attitude, normal speed. Duties and responsibilities
▪ The responsibility of the service provider is to solve the problem successfully and not adversely affect the
company.

5.2 CUSTOMER DUTIES AND RESPONSIBILITIES

▪ The customer's responsibility is to cooperate with the work of the service personnel, do not cause
trouble, to have patience to wait for processing.
▪ The customer has the obligation to evaluate the service and then help the service provider better
perform the next quality service.

6.0 PROBLEM MANAGEMENT AND DISASTER RECOVERY

List any problems and how they will be managed, contingency plans.
Problems Contigency plan
Service desk client call queue too long. We will furnish Harold an alternative number to
directly contact a helpdesk technician.
Technicians has been allocated to other clients We will put Harold as top priority on the list to
ensure the technician solve Harold’s problems
as soon as they could.

© 2020 Snail IT Services. All rights reserved. Revised November 4, 2020

SNAIL IT SERVICES SERVICE LEVEL AGREEMENT

© 2020 Snail IT Services. All rights reserved. Revised November 4, 2020

SNAIL IT SERVICES SERVICE LEVEL AGREEMENT

6.1 SUPPORT & PROBLEM ESCALATION CONTACT LIST

Support Help Line

Name Role Phone Email

Shingirai Bondai Helpdesk Specialist sbondai@sits.tech

Support Contacts

Donald Jamson Service Desk Technician djamson@sits.tech

Level 2

Paula Thomas Service Desk Technician pthomas@sits.tech

Level 1

Escalation Contacts

George Johnson ICT Engineer gjohnson@sits.tech

Van da bail ICT Engineer vandabail@sits.tech

6.2 RECOVERY PRIORITY

In the event of a disaster, the following recovery priority will be executed. For example, the service with the
highest priority will be brought back up first.

Application Recovery Priority

Recovery Priority Application Hours of Operation Additional

Information
(Examples)

6.3 CHANGE MANAGEMENT PROCESS

Supplier will keep Snail IT Services aware of major changes in their business that impacts technology. Snail IT
Services will follow their change management procedures to record such changes

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.
♦ The customer’s expectations and/or needs have changed.

© 2020 Snail IT Services. All rights reserved. Revised November 4, 2020

SNAIL IT SERVICES SERVICE LEVEL AGREEMENT

♦ Workloads have changed.

♦ 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:

9.0 TERMINATION OF AGREEMENT

All parties will re-evaluate this Agreement at the beginning of every financial year end.

9.0 SIGNATURES

Snail IT services and James 06/04/2020

Title & Name Date
Service Provider and Document Owner
Date
Title & Name
Customer

Title & Name Date

Title & Name Date

© 2020 Snail IT Services. All rights reserved. Revised November 4, 2020