1. Contents
    1. Service Level Agreement. 2

    1.1       Statement of Intent 2

    1.2       Objectives of Service Level Agreements. 2

    1.3       Period of Agreement 2

    1.4       Review Procedure. 2

    1.5       Representatives. 2

    1.6       Reference Documents. 3

    1.7       Service Level Monitoring. 3

    1.8       Complaints. 3

    CMD Responsibilities. 4

    2.1       Functional Overview.. 4

    2.2       Hours of Operation. 4

    2.3       Response Times. 4

    2.4       Priority Level Response Times. 5

    2.5       Support Available. 5

    1. CMD Responsibilities. 7

    3.1       Functional Overview.. 7

    3.2       Hours of Operation. 7

    3.3       Response Times. 7

    3.4       Service Level Targets. 7

    1. Supported Hardware / Applications / Systems. 8

    4.1       Hardware Support Services. 8

    4.2       Software Support Services. 9

    4.3       Training Services. 10

     

     

     

    1. Service Level Agreement

    1.1      Statement of Intent

    The aim of this agreement is to provide a basis for close co-operation between CLIENT and CMD, for support services to be provided by CMD to CLIENT, thereby ensuring a timely and efficient support service is available to CLIENT end users. The objectives of this agreement are detailed in Section 1.2.

    This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

    1.2      Objectives of Service Level Agreements

    1. To create an environment which is conducive to a co-operative relationship between CMD and CLIENT to ensure the effective support of end users
    2. To document the responsibilities of all parties taking part in the Agreement
    3. To ensure that CMD achieves the provision of a high quality of service for end users with the full support of
    4. To define the commencement of the agreement, its initial term and the provision for reviews
    5. To define in detail the service to be delivered by CMD and the level of service which can be expected by CLIENT, thereby reducing the risk of misunderstandings
    6. To detail via a question list, information CMD requires CLIENT to extract from end users prior to CMD involvement
    7. To institute a formal system of objective service level monitoring ensuring that reviews of the agreement are based on factual data
    8. To provide a common understanding of service requirements/capabilities and of the principles involved in the measurement of service levels
    9. To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above

    1.3      Period of Agreement

    This agreement will commence on the date specified in the Official Agreement & Contract following the acceptance by both parties and will continue until terminated.

    1.4      Review Procedure

    This agreement will be reviewed annually, by CMD.  The review will cover services provided, service levels and procedures. Changes to this agreement will be notified by email with a 30 day grace period to allow time for disputes by the CLIENT in relation to any changes made.

    1.5      Representatives

    CLIENT and CMD nominate the following representatives responsible for the monitoring and maintenance of the service agreement:

    CLIENT:Managing Director, CEO or other Senior Executive as mutually agreed
    CMD:David Kellam or David Kellam

     

     

     

     

     

     

     

    1.6      Reference Documents

    The following documents will serve as a basis for the policies and procedures of interaction between CMD and CLIENT.  They will also define the support levels required and prioritisation of support requests (triage) by CMD.

    a.      Supported Hardware(Updated quarterly)
    b.     Supported Software Applications(Updated quarterly)
    c.      c. PC Security and Backup Procedures
    d.     d. End User Development Guidelines
    e.      e. Remote Access Procedures(Updated quarterly)

    Copies of these documents will be made available to the CLIENT as they become available to ensure compliance with CMD policy.

    1.7      Service Level Monitoring

    The success of service level agreements depends fundamentally on the ability to measure performance comprehensively and accurately so that credible and reliable information can be provided to customers and support areas on the service provided.

    Service factors must be meaningful, measurable and monitored constantly.  Actual levels of service are to be compared with agreed target levels on a regular basis by both CLIENT and CMD.  In the event of a discrepancy between actual and targeted service levels both CLIENT and CMD are expected to identify and resolve the reason(s) for any discrepancies in close co-operation.

    Service level monitoring will be performed by CMD.  Reports will be produced as and when required and forwarded to the CLIENT contact in accordance with the agreed reporting on the CLIENT plan.

    Service level monitoring and reporting is performed on response times for faults, as specified in Section 3.4 of this agreement.

    1.8      Complaints

    All complaints relating to the operation of the help service, including:

    1. Expected level of support
    2. Actual support offered and delivered
    3. Personnel responsible for providing or administering support
    4. Any other issue relating to this document or the relationship between CLIENT and CMD;

    Received by either party will be forwarded in writing and distributed concurrently to the contacts at both CMD and the CLIENT. The intent is to ensure thorough, timely and open resolution of all such problems.

    CMD Responsibilities

    2.1      Functional Overview

    To provide a service for the registration, referral and resolution of all computer related faults and queries (supported products only) encountered by end users at the CLIENT. This includes the following specific responsibilities:

    1. Provision of a Help Desk or similar facility
    2. Extracting information from end users as per CMD specified list of questions (detailed in section 4)
    3. Timely referral of faults to CMD as per method detailed in section 4
    4. Fault resolution monitoring, and production and distribution of Service Level Monitoring reports as and when required

    2.2      Hours of Operation

    The CMD Help/Support Service will operate daily from 9 a.m. to 5 p.m. except on public holidays or weekends.

    2.3      Response Times

    Table 2.3 shows the priority assigned to faults according to the perceived importance of the reported situation.  The priority assignment is to refer to the initial telephone response to the CLIENT as per Section 2.4 of this document.  The support level refers to the CMD guide for support available as illustrated in Section 2.5 of this document.

                               Table 2.3 – Response Priority

    Support

    Level

    Business

    Critical

    Business

    Critical

    Non-

    Business

    Critical

    Non-

    Business

    Critical

    Request

    For

    Service

    FatalImpairedFatalImpaired
    HighABBCR
    MediumABCCR
    LowB or CC or DC or DDR

     

    FatalTotal system inoperability.
    ImpairedPartial system inoperability.
    Business CriticalUnable to perform core business functions.
    Non-Business CriticalAble to perform core business functions.

    2.4      Priority Level Response Times

    Table 2.4 shows the required initial telephone response times for the individual priority ratings.  All times indicated represent ticket initial response time during specified working hours of 9 am to 5 pm Monday to Friday, unless otherwise indicated in this document, or otherwise agreed upon by CLIENT and CMD.

    The indicated ticket response time represents the maximum delay between a fault/request being reported to CLIENT and a representative contacting the CMD by response to a ticket.  The purpose of this telephone contact with the CMD by CLIENT is to notify the CMD of the receipt of the fault/request and provide the CMD with details of the proposed action to be taken in respect of the particular fault/request.

        Table 2.4 – Priority Level Response Times

    Priority LevelResponse Time
    ACM Cover: 3 hours
    CM Protect: 2 hours
    CM Innovate: 30 Minutes
    BCM Cover: 3 hours
    CM Protect: 2 hours
    CM Innovate: 1 hour
    CCM Cover: 6 hours
    CM Protect: 4 hours
    CM Innovate: 2 hours
    DCM Cover: 6 hours
    CM Protect: 4 hours
    CM Innovate: 2 hours
    RCM Cover: 6 hours
    CM Protect: 4 hours
    CM Innovate: 2 hours

     

     

     

     
    2.5        Support Available

    This table shows the support available for each support level, as defined by the Recommended Computer Products list.  The Recommended Computer Products document is produced by CLIENT as the standard for Information Management usage within the CLIENT.

                              Table 2.5 – Support Available

    Support LevelSupport Available
    RecommendedFull Internal Support Available

    Full CMD Team Experts

    Internally Conducted Training Courses Available

    High Priority

    SupportedFull Internal Support Usually Available

    Senior CMD Team Specialists

    No Internally Conducted Training Available

    Medium Priority

    AcknowledgedLimited Internal Support Available

    Specialist CMD Support

    No Internally Conducted Training Available

    Low Priority

    DiscouragedProduct Not Recommended

    Limited CMD Knowledge

    No Internally Conducted Training Available

    No Internal Support Available

    Sourcing of external support services for computing products at the “Acknowledged” and “Discouraged” levels, or for those products not contained in the Recommended Hardware Software document, will be undertaken by CMD at the expense of the CLIENTCMD will not be responsible for any costs incurred in the provision of external support for computing products under these levels.

    Support services provided by CMD for products not contained in the Recommended Hardware or Software document or those listed at the “Discouraged” level will be limited subject to available CMD resources.

    External training courses will always be provided at the expense of the CLIENT.  Internally conducted training courses may also be at the expense of the CLIENT.

    1. CMD Responsibilities

    3.1      Functional Overview

    CMD is a provider of computing hardware and software maintenance services and support to the CLIENT.

    3.2      Hours of Operation

    A CMD representative will be available to provide support functions between the hours of  9 am and 5 pm Monday to Friday, public holidays excepted, unless alternative arrangements have been agreed to by CLIENT.

    3.3      Response Times

    The CLIENT will accept the priority assigned to a fault by CMD, as per Fault Matrix in 2.3 and Priority Assignment criteria in 4.1.

    3.4      Service Level Targets

    CMD will respond within the time specified by the priority allocation and CLIENT plan. CMD will issue reports as and when required to the CLIENT unit manager for the purpose of gauging CMD performance.

    1. Supported Hardware / Applications / Systems

    4.1      Hardware Support Services

    Hardware Products Supported:

    • ? (List products here)

     

    CLIENT Question List:

    • Name, section, street/building address and telephone number of CLIENT contact
    • Details of problem equipment – type, make, model and serial number
    • Details of package in use – name, version and installer
    • Details of operating environment – LAN, WAN, operating system, user interface etc
    • Complete description of the fault/request
    • If installation requested complete details of hardware/software to be installed
    • Purchase/Emergency Order Number (where applicable)

     

    Priority Assignment Criteria:

    As assigned by the CMD fault matrix in section 2.3 of this document.  The response time is to indicate the initial ticket response by CMD, as described in Section 2.4 of this document, to the CLIENT, as detailed on the CMD Fault Report Form.

     

    Method Of Fault Referral:

    Ticket submission of CLIENT Fault Report Form by CLIENT staff to CMD via www.jira.coremind.com.au

     

    Method Of Return Of Resolved Faults:

    Immediately following actual resolution of each individual fault/request a CMD representative will notify CLIENT by ticket response of the completion of the fault/request.  Within 48 hours of resolution CMD will provide CLIENT with complete details of resolution, date and time of completion and estimated time taken in the actual resolution.

     

     

     

    4.2      Software Support Services

    Software Products Supported:

    • ? (List products here)

     

    CLIENT Question List:

    • Name, section, street/building address and telephone number of CLIENT contact.
    • Details of problem equipment – type, make, model and serial number.
    • Details of package in use – name, version and installer.
    • Details of operating environment – LAN, WAN, operating system, user interface etc.
    • Complete description of the fault/request.
    • If installation requested complete details of hardware/software to be installed.
    • Purchase/Emergency Order Number (where applicable).

     

    Priority Assignment Criteria:

    As assigned by the CMD fault matrix in section 2.3 of this document.  This response time is to indicate the initial ticket response by CMD, as described in Section 2.4 of this document, to the CLIENT as detailed on the CMD Fault Report Form.

     

    Method Of Fault Referral:

    Ticket submission of CMD Fault Report Form by CLIENT staff to CMD via www.jira.coremind.com.au

     

    Method Of Return Of Resolved Faults:

    Immediately following actual resolution of each individual fault/request a CMD representative will notify CLIENT by ticket response of the completion of the fault/request.  Within 48 hours of resolution CMD will provide CLIENT with complete details of resolution, date and time of completion and estimated time taken in the actual resolution.

     

     

     

     

     

     

    4.3      Training Services

     

    CLIENT Question List:

    Name, section, street/building address and telephone number of CLIENT contact

    Details of training requirements

    Employees to be trained

    Purchase Order Number (where applicable)

     

    Priority Assignment Criteria:

    All training provision requests will attract an “R” priority, as per Section 2.4 of this document

     

    Method Of Fault Referral:

    Ticket submission of CMD Fault Report Form by CLIENT staff to CMD via www.jira.coremind.com.au

     

    Method Of Confirmation:

    A CMD representative will notify CLIENT by telephone confirming the details of the training booking.