SERVICE LEVEL AGREEMENT

SLA No: 100820201 - INDIVIDUAL

IT SUPPORT

DewCIS Solutions Ltd & Recipient

Service Description


Offer end-to-end proactive IT support to ensure continued reliability and availability of service for those customers who use the latest technologies and devices in their daily activities based on the following support plan.

Plan Description Features
1. Maximum Workstations 5
2. Helpdesk service; calls, emails
3. Remote access service
4. Online Chat
5. Hardware Support
6. Software Support
7. After hours service
8. Online user portal
9. Maintenance & Preventative Care

Hours of availability


The proposed service is available to customers 24 x 7 in Kenya, excluding planned outages, physical site visits, maintenance windows and unavoidable events. In addition to the Standard Maintenance Windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.

Customer responsibility


  • • Identify a primary point of contact to work with DewCIS in coordinating the activities being performed by the service.
  • • Ensure that correct eMail address is provided to the Service Desk for update and resolution notification purposes.
  • • Initiate a support request by opening an incident or request ticket with the DewCIS Service Desk.
  • • Provide adequate problem description at reporting for immediate solution.
  • • Give the necessary access to the technologies or devices where needed.
  • • Refund for transport and accommodation services for physical visits where applicable

Support Service


HOURS OF SUPPORT

The DewCIS Service Desk operates 24 x 7 and offers a single point of contact for all customer inquiries related to customer business and technical infrastructures. The Service Desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.

CONTACTING SUPPORT

Call the Service Desk at +254 (20) 2243097 / 2227100, +254(726) 209214, +254 (738) 819505 or email the Service Desk at helpdesk@dewcis.com

INCIDENTS AND SERVICE REQUESTS
Ticket Creation

Any critical Incident or critical Service Request should be initiated by calling or emailing the DewCIS Service Desk. When sending an eMail, summarize the nature of the Incident or Service Request in the Subject field. Upon creation of a ticket, the customer will automatically receive through eMail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the Service Desk and that it is being assigned to a work group.

Customer escalation
Ticket Prioritization

The DewCIS Service Desk assigns a Priority to every Incident or Service Request that is initiated. The DewCIS Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.

The Priority assigned to a ticket depends upon:

  • • The Impact on the business: size, scope and complexity of the Incident
  • • The Urgency to the business: time within which resolution is required
  • • The resource availability
  • • The expected effort in resolving or completing a task

Incident Target Customer Status Update and Resolution Times


The following chart shows the Incident Target Customer Status Update and Target Resolution Times by Priority after creation and initial assessment / assignment of a ticket by the Service Desk. Resolution Times are measured in clock hours and/or minutes unless otherwise specified.

  • • The Target Customer Status Update Time is the time interval that the Service Desk has to update the Customer who reported the Incident on ticket status.
  • • The Target Resolution Time is the total time from ticket creation to Incident resolution and restoration of service to the user. Service may be restored either by a workaround or by a permanent solution. DewCIS strives to resolve ninety percent of Incidents within the time frame specified for each Priority.
Priority Target Customer Status Update Time Target Resolution Time
Critical Every 60 minutes or as agreed upon with the Customer(s) 4 hours or less
High Every 2 hours or as agreed upon with the Customer(s) 8 hours or less
Medium Upon request 24 hours or less
Low Upon request 3 business days
Service Request Target Customer Status Update and Resolution Times
  • • Target Customer Status Update Time

    For all Priority Levels, the Target Customer Status Update Time will be as agreed upon with the customer upon ticket creation.

  • • Target Resolution Time

    All Service Requests will require a Target Resolution Date. The date will be entered into the IT Service Management tool upon creation by the Service Desk Agent and will be set based on the provisioning time established for the specific request type. This date should be a mutually agreed upon target date per request type as defined within each customer’s Service Level Agreement.

Change Management


As previously stated, DewCIS will update customers as Incidents are being worked and upon Incident resolution. DewCIS will also provide communications when Incidents or outages occur that may impact the customer through the customer official communication channel. Customers may also subscribe to the Projected Service Outage Report via the Service Desk, which provides information regarding upcoming change events that have the potential to impact services and lines of business.

Customer Escalation

The DewCIS Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation. The Business and Technology Services Leader assigned to your business is available to address any questions you may have about DewCIS services, processes or information technology business needs.

Security standards & policies


  • • DewCIS services adhere to the Kenya Information and Communication (Amendment) Bill, 2019 Security Standards and Policies
  • • The Customer is responsible for ensuring that their systems and services are compliant with and follow Kenya Information and Communication (Amendment) Bill, 2019 Security Standards and Policies

Business continuity plan


DewCIS has Continuity of Operations Plan (COOP) to ensure the continuity of critical business functions.

Service level reviews


DewCIS will use a phased approach in initially conducting Service Level Reviews. The reviews will be facilitated by the DewCIS Customer Service group and conducted at a minimum on a quarterly basis or as needed. A Business and Technology Services Leader and the customer will participate in the reviews. Service Level Agreements (SLA) will be reviewed, and/or renewed, at least once per year or as required. Customers may request a review of Service Level Agreements at any time by contacting the DewCIS Customer Service group. The SLA will also require review under any of the following conditions:

  • • Whenever there is a significant and/or sustained change to the delivery of the service
  • • Whenever there is a significant change requested to the SLA that supports the DewCIS service

Metrics & reports


Metrics and reports will be discussed at the Service Level Reviews.

Report Name Reporting Metric Reporting Interval Reporting Source
SLA Report for Incidents Resolved Resolved incidents within and outside of the SLA; Service Request Resolution Times Monthly Service Management Reporting Tool

SERVICE LEVEL AGREEMENT

SLA No: 100820201 - ENTERPRISE

IT SUPPORT

DewCIS Solutions Ltd & Recipient

Service Description


Offer end-to-end proactive IT support to ensure continued reliability and availability of service for those customers who use the latest technologies and devices in their daily activities based on the following support plan.

Plan Description Features
1. Maximum Workstations 30
2. Helpdesk service; calls, emails
3. Remote access service
4. Online Chat
5. Hardware Support
6. Software Support
7. After hours service
8. Online user portal
9. Maintenance & Preventative Care

Hours of availability


The proposed service is available to customers 24 x 7 in Kenya, excluding planned outages, physical site visits, maintenance windows and unavoidable events. In addition to the Standard Maintenance Windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.

Customer responsibility


  • • Identify a primary point of contact to work with DewCIS in coordinating the activities being performed by the service.
  • • Ensure that correct eMail address is provided to the Service Desk for update and resolution notification purposes.
  • • Initiate a support request by opening an incident or request ticket with the DewCIS Service Desk.
  • • Provide adequate problem description at reporting for immediate solution.
  • • Give the necessary access to the technologies or devices where needed.
  • • Refund for transport and accommodation services for physical visits where applicable

Support Service


HOURS OF SUPPORT

The DewCIS Service Desk operates 24 x 7 and offers a single point of contact for all customer inquiries related to customer business and technical infrastructures. The Service Desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.

CONTACTING SUPPORT

Call the Service Desk at +254 (20) 2243097 / 2227100, +254(726) 209214, +254 (738) 819505 or email the Service Desk at helpdesk@dewcis.com

INCIDENTS AND SERVICE REQUESTS
Ticket Creation

Any critical Incident or critical Service Request should be initiated by calling or emailing the DewCIS Service Desk. When sending an eMail, summarize the nature of the Incident or Service Request in the Subject field. Upon creation of a ticket, the customer will automatically receive through eMail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the Service Desk and that it is being assigned to a work group.

Customer escalation
Ticket Prioritization

The DewCIS Service Desk assigns a Priority to every Incident or Service Request that is initiated. The DewCIS Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.

The Priority assigned to a ticket depends upon:

  • • The Impact on the business: size, scope and complexity of the Incident
  • • The Urgency to the business: time within which resolution is required
  • • The resource availability
  • • The expected effort in resolving or completing a task

Incident Target Customer Status Update and Resolution Times


The following chart shows the Incident Target Customer Status Update and Target Resolution Times by Priority after creation and initial assessment / assignment of a ticket by the Service Desk. Resolution Times are measured in clock hours and/or minutes unless otherwise specified.

  • • The Target Customer Status Update Time is the time interval that the Service Desk has to update the Customer who reported the Incident on ticket status.
  • • The Target Resolution Time is the total time from ticket creation to Incident resolution and restoration of service to the user. Service may be restored either by a workaround or by a permanent solution. DewCIS strives to resolve ninety percent of Incidents within the time frame specified for each Priority.
Priority Target Customer Status Update Time Target Resolution Time
Critical Every 60 minutes or as agreed upon with the Customer(s) 4 hours or less
High Every 2 hours or as agreed upon with the Customer(s) 8 hours or less
Medium Upon request 24 hours or less
Low Upon request 3 business days
Service Request Target Customer Status Update and Resolution Times
  • • Target Customer Status Update Time

    For all Priority Levels, the Target Customer Status Update Time will be as agreed upon with the customer upon ticket creation.

  • • Target Resolution Time

    All Service Requests will require a Target Resolution Date. The date will be entered into the IT Service Management tool upon creation by the Service Desk Agent and will be set based on the provisioning time established for the specific request type. This date should be a mutually agreed upon target date per request type as defined within each customer’s Service Level Agreement.

Change Management


As previously stated, DewCIS will update customers as Incidents are being worked and upon Incident resolution. DewCIS will also provide communications when Incidents or outages occur that may impact the customer through the customer official communication channel. Customers may also subscribe to the Projected Service Outage Report via the Service Desk, which provides information regarding upcoming change events that have the potential to impact services and lines of business.

Customer Escalation

The DewCIS Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation. The Business and Technology Services Leader assigned to your business is available to address any questions you may have about DewCIS services, processes or information technology business needs.

Security standards & policies


  • • DewCIS services adhere to the Kenya Information and Communication (Amendment) Bill, 2019 Security Standards and Policies
  • • The Customer is responsible for ensuring that their systems and services are compliant with and follow Kenya Information and Communication (Amendment) Bill, 2019 Security Standards and Policies

Business continuity plan


DewCIS has Continuity of Operations Plan (COOP) to ensure the continuity of critical business functions.

Service level reviews


DewCIS will use a phased approach in initially conducting Service Level Reviews. The reviews will be facilitated by the DewCIS Customer Service group and conducted at a minimum on a quarterly basis or as needed. A Business and Technology Services Leader and the customer will participate in the reviews. Service Level Agreements (SLA) will be reviewed, and/or renewed, at least once per year or as required. Customers may request a review of Service Level Agreements at any time by contacting the DewCIS Customer Service group. The SLA will also require review under any of the following conditions:

  • • Whenever there is a significant and/or sustained change to the delivery of the service
  • • Whenever there is a significant change requested to the SLA that supports the DewCIS service

Metrics & reports


Metrics and reports will be discussed at the Service Level Reviews.

Report Name Reporting Metric Reporting Interval Reporting Source
SLA Report for Incidents Resolved Resolved incidents within and outside of the SLA; Service Request Resolution Times Monthly Service Management Reporting Tool

SERVICE LEVEL AGREEMENT

SLA No: 100820201 - Business

IT SUPPORT

DewCIS Solutions Ltd & Recipient

Service Description


Offer end-to-end proactive IT support to ensure continued reliability and availability of service for those customers who use the latest technologies and devices in their daily activities based on the following support plan.

Plan Description Features
1. Maximum Workstations 30
2. Helpdesk service; calls, emails
3. Remote access service
4. Online Chat
5. Hardware Support
6. Software Support
7. After hours service
8. Online user portal
9. Maintenance & Preventative Care

Hours of availability


The proposed service is available to customers 24 x 7 in Kenya, excluding planned outages, physical site visits, maintenance windows and unavoidable events. In addition to the Standard Maintenance Windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.

Customer responsibility


  • • Identify a primary point of contact to work with DewCIS in coordinating the activities being performed by the service.
  • • Ensure that correct eMail address is provided to the Service Desk for update and resolution notification purposes.
  • • Initiate a support request by opening an incident or request ticket with the DewCIS Service Desk.
  • • Provide adequate problem description at reporting for immediate solution.
  • • Give the necessary access to the technologies or devices where needed.
  • • Refund for transport and accommodation services for physical visits where applicable

Support Service


HOURS OF SUPPORT

The DewCIS Service Desk operates 24 x 7 and offers a single point of contact for all customer inquiries related to customer business and technical infrastructures. The Service Desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.

CONTACTING SUPPORT

Call the Service Desk at +254 (20) 2243097 / 2227100, +254(726) 209214, +254 (738) 819505 or email the Service Desk at helpdesk@dewcis.com

INCIDENTS AND SERVICE REQUESTS
Ticket Creation

Any critical Incident or critical Service Request should be initiated by calling or emailing the DewCIS Service Desk. When sending an eMail, summarize the nature of the Incident or Service Request in the Subject field. Upon creation of a ticket, the customer will automatically receive through eMail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the Service Desk and that it is being assigned to a work group.

Customer escalation
Ticket Prioritization

The DewCIS Service Desk assigns a Priority to every Incident or Service Request that is initiated. The DewCIS Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.

The Priority assigned to a ticket depends upon:

  • • The Impact on the business: size, scope and complexity of the Incident
  • • The Urgency to the business: time within which resolution is required
  • • The resource availability
  • • The expected effort in resolving or completing a task

Incident Target Customer Status Update and Resolution Times


The following chart shows the Incident Target Customer Status Update and Target Resolution Times by Priority after creation and initial assessment / assignment of a ticket by the Service Desk. Resolution Times are measured in clock hours and/or minutes unless otherwise specified.

  • • The Target Customer Status Update Time is the time interval that the Service Desk has to update the Customer who reported the Incident on ticket status.
  • • The Target Resolution Time is the total time from ticket creation to Incident resolution and restoration of service to the user. Service may be restored either by a workaround or by a permanent solution. DewCIS strives to resolve ninety percent of Incidents within the time frame specified for each Priority.
Priority Target Customer Status Update Time Target Resolution Time
Critical Every 60 minutes or as agreed upon with the Customer(s) 4 hours or less
High Every 2 hours or as agreed upon with the Customer(s) 8 hours or less
Medium Upon request 24 hours or less
Low Upon request 3 business days
Service Request Target Customer Status Update and Resolution Times
  • • Target Customer Status Update Time

    For all Priority Levels, the Target Customer Status Update Time will be as agreed upon with the customer upon ticket creation.

  • • Target Resolution Time

    All Service Requests will require a Target Resolution Date. The date will be entered into the IT Service Management tool upon creation by the Service Desk Agent and will be set based on the provisioning time established for the specific request type. This date should be a mutually agreed upon target date per request type as defined within each customer’s Service Level Agreement.

Change Management


As previously stated, DewCIS will update customers as Incidents are being worked and upon Incident resolution. DewCIS will also provide communications when Incidents or outages occur that may impact the customer through the customer official communication channel. Customers may also subscribe to the Projected Service Outage Report via the Service Desk, which provides information regarding upcoming change events that have the potential to impact services and lines of business.

Customer Escalation

The DewCIS Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation. The Business and Technology Services Leader assigned to your business is available to address any questions you may have about DewCIS services, processes or information technology business needs.

Security standards & policies


  • • DewCIS services adhere to the Kenya Information and Communication (Amendment) Bill, 2019 Security Standards and Policies
  • • The Customer is responsible for ensuring that their systems and services are compliant with and follow Kenya Information and Communication (Amendment) Bill, 2019 Security Standards and Policies

Business continuity plan


DewCIS has Continuity of Operations Plan (COOP) to ensure the continuity of critical business functions.

Service level reviews


DewCIS will use a phased approach in initially conducting Service Level Reviews. The reviews will be facilitated by the DewCIS Customer Service group and conducted at a minimum on a quarterly basis or as needed. A Business and Technology Services Leader and the customer will participate in the reviews. Service Level Agreements (SLA) will be reviewed, and/or renewed, at least once per year or as required. Customers may request a review of Service Level Agreements at any time by contacting the DewCIS Customer Service group. The SLA will also require review under any of the following conditions:

  • • Whenever there is a significant and/or sustained change to the delivery of the service
  • • Whenever there is a significant change requested to the SLA that supports the DewCIS service

Metrics & reports


Metrics and reports will be discussed at the Service Level Reviews.

Report Name Reporting Metric Reporting Interval Reporting Source
SLA Report for Incidents Resolved Resolved incidents within and outside of the SLA; Service Request Resolution Times Monthly Service Management Reporting Tool