Scope of Work

Microsoft M365 License Subscription

Renewal

Prepared by: Product & Technology Division (bKash)

Date: April 13, 2023
Document Version: 1.0

© bKash Limited
 SOW: Microsoft M365 License Subscription Renewal
April 13, 2023 | Version 1.0

TABLE OF CONTENTS

1. SCOPE OVERVIEW ..................................................................................... 2

2. SOFTWARE AND LICENSE SPECIFICATION ............................................ 4

3. SUPPLIER’S ELIGIBILITY ............................................................................ 5

4. COMPENSATION ............................................................................................ 5
5. EXHIBIT ......................................................................................................... 6

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1. SCOPE OVERVIEW

The potential Supplier is expected to deliver specified Software and License including
acquire and maintenance of the said components and other relevant vendor services
that may not be limited to the followings:

• Delivery of Software, related components and License where applicable as

specified in Section 02.

• The Provider must provide assistance to manage License from Microsoft

portal.

• The Provider must take the responsibility and ensure one year subscription
support related to Software and deliverable License.

• The Provider shall provide the Services in accordance with the reasonably
satisfactory and acceptable standard and the Services shall be in accordance
with the scope of Services as detailed in EXHIBIT A.

• The Provider shall provide the Services smoothly and without any interruption
and with due diligence, efficiency and in conformity with acceptable
professional standard in the industry and in such good manner and care as is
reasonably expected from a Provider.

• lf the Provider does not carry out its obligations within the Resolution Time
and in the manner as agreed between the Parties and if the Provider fails to
adhere to the Resolution Time then it shall be liable to compensate bKash as
per Section 5 (Five) of this Agreement.

• The Provider shall ensure that the consultancy and support shall be proactive
and as per the instructions of bKash.

• The provider shall ensure that the employees including the Support Account
Manager of the provider visiting bKash's premises for any purpose always carry
a satisfactory form of identity and shall always cooperate with bKash's security
personnel and staff regarding security measures.

• Provider must provide and ensure 24x7 support Matrix.

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• Above these services for these components, Vendor support should comprise
of:

▪ Privileged to Log SR to OEM directly.

▪ Log support for any Software and License issue.
▪ Local support for Software and License related
Troubleshooting.
▪ Periodic report on Software and License on quarterly basis
▪ Knowledge Sharing as per requirement

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2. SOFTWARE AND LICENSE SPECIFICATION

The specification has been prepared with renewal and new license requirement for
one year of Microsoft M365 subscription.

Microsoft M365 License Subscription Renewal

Product Description Qty Remarks Duration
O365 E1 356 Renew
Microsoft 365 F3 1356 Renew One Year
Microsoft 365 E3 277 Renew
Microsoft 365 E5 51 Renew
Microsoft 365 Apps for enterprise 100 New
Power Apps per user plan 6 New

Note: If bKash needs additional license in the middle or quarter of the year,
provider must arrange license within the period of 7 days after issuing new PO
under the same agreement.

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3. SUPPLIER’S ELIGIBILITY
The potential provider must meet the minimum eligibility and provide relevant poof
of supported documents listed below -

• Provider must have valid partnership with respective OEM.

• Provider must have premier support contract with OEM.

• The Provider must have experience of successful completion of similar project.

• Provider must have certified engineers on relevant product and licensing field.

• Provider must have experience of completing similar project of at least 1000

license deployment per customer including all features (i.e Mail, Teams,
Intune, SharePoint, OneDrive, Security etc) in Bangladesh in the following
industries/areas:

o Experience in Banking/Financial/Telco Industries.

o Large-Multinational Corporate Organization.

4. COMPENSATION
a. If the Provider fails to accomplish its obligations or any of its
responsibilities under this Agreement, the Provider shall be liable to
compensate bKash according to the provision of following table:

Item
Failure to respond to a single
catastrophic issue within the specified
time limit (Defined in ANNEX A of this
Agreement)
Failure to respond to a single Critical
Issue within the specified time limit
(Defined in ANNEX A of this
Agreement)
Failure to respond to a single Urgent
issue within the specified time limit
(Defined in ANNEX A of this
Agreement)
Compensation
0.5% invoice amount of each quarter will be
deducted/ adjusted by bKash as
compensation for every single incident
0.5% invoice amount of each quarter will be
deducted/ adjusted by bKash as
compensation for every single incident
0.5% invoice amount of each year will be
deducted/ adjusted by bKash as
compensation for every single incident

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Failure to respond to a single 0.5% invoice amount of each quarter will be

Important Issue within the specified
time limit (Defined in ANNEX A of this
Agreement)
Failure to respond to a single Advisory
Issue within the specified time limit
(Defined in ANNEX A of this
Agreement)
System down time caused by the
Provider or any of its employees'
action or omission, by intention or
willful negligence, while working on
the contracted services
deducted/ adjusted by bKash as
compensation for every single incident
0.5% invoice amount of each quarter will be
deducted/ adjusted by bKash as
compensation for every single incident
10% invoice amount of each year will
deducted/ adjusted by bKash as
compensation single year for an incident.

b. ln case any of the failures as stated in the above table takes place in
the last quarter of the terms of the Agreement such compensation shall
be obtained by bKash from the Provider by way of claiming
compensation from the Provider. Payment of any compensation as
mentioned hereinabove shall be without prejudice and shall not act as
any waiver to any other remedy bKash may be entitled to obtain under
this Agreement

c. However, any of the above mentioned provisions shall not preclude

bKash to claim any other remedy which bKash is entitled to claim under
any other provisions of this Agreement or by any law of the land.

5. EXHIBIT
EXHIBIT A: SERVICE SUPPORT
Telephone assistance 7 days a week 24 hours
Onsite response 7 days a week 24 hours
Remote response 7 days a week 24 hours
Fault Logging Ticketing system including Over-the-phone or e-
mail follow-up
Severity Definition EXHIBIT B
Response Time EXHIBIT C
Resolution Time EXHIBIT D

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Support Type Remote, Onsite, Advisory, Planning, Critical, RCA,

Monitoring, Hardening, Health Check, Reporting
System enhancement YES
Patches and maintenance YES
Service Log YES
Service Report / Root Cause Analysis YES
Server/ Service Health Check and YES (Quarterly / As needed)
Report
Onsite technical support evaluation Quarterly
and review
Support Engineer Detailed personnel list with their full name, contact
number and email address must be provided by the
Vendor/ Provider (mentioning support levels).

EXHIBIT B: SEVERITY DEFINITION

Severity classes are defined as described below and when a problem is logged, it will
be assigned to a particular category or severity by mutual agreement with bKash
technical team based on the following guidelines:
Severity Definition
Critical Experience a complete loss of service. The operation is mission critical to
the business and the situation is an emergency. A Critical service request
has one or more of the following characteristics: Data corrupted, A critical
documented function is not available, System hangs indefinitely, causing
unacceptable or indefinite delays for resources or response, System
crashes, and crashes repeatedly after restart attempts, affecting services
due to Hardware or Software or Firmware issue. This class requires
immediate action by the support group.
Major Partial loss of product service i.e., This class of problem is service affecting
and is deemed an emergency; it requires immediate action by the support
group. This type of failure could involve loss of redundancy due to
component failure or the inability to operate or partial service failure and
maintain the platform due to system malfunction of Hardware or Software
or Firmware.
Minor Functional degradation of system components non-service affecting.
Examples include incorrect operation of minor functionality or system
components or Software that are infrequently used. The condition does
not severely restrict such operations.

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EXHIBIT C: RESPONSE TIME

Priority Acknowledged* Response Time
Critical Instant over Phone or Telephone and Online support: Transfer to next available
Email 24x7 engineer of all support request – 24/7.
On-site support: 2 hours response - 24/7

Major Over phone and/or Telephone and Online support: Transfer to next available
email by 1 Hour 24x7 engineer of all support request – 24/7.
On-site support: 4 hours response - 24/7

Minor Over phone and/or Telephone and Online support: Transfer to next available
email by 4 Hours 24x7 engineer of all support request – 24/7.
On-site support: 6 hours response 24/7 or One business
day or mutually agreed time.

EXHIBIT D: RESOLUTION TIME

Class Remedy Time Restoration Time & Root Cause Analysis

Critical ≤ 2 Hour Restoration: 2 to 4 Hours

Root cause analysis: 12 hours
Major ≤ 4 Hours Restoration: 4 to 8 Hours
Root cause analysis: 24 hours
Minor ≤ 12 Hours Restoration: 24 hours or mutually convenient time.
Root cause analysis: 48 Hours or mutually convenient time.

*Acknowledge means assigning a support engineer with a trouble ticket number by

the Supplier.

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