ATTACHMENT V2. Transnet

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1 ATTACHMENT V2 HELP AND SERVICE DESK SERVICES TOWER For Transnet

2 Help and Service Desk Service Tower Table of Contents 1.0 Help and Service Desk Services Overview and Objectives Services Overview Service Objectives Service Environment Scope of the Infrastructure to be Supported Help and Service Desk Baseline Information Help and Service Desk Roles and Responsibilities Management and Planning Operations and Administration Exclusions Service Management Objectives Definitions Service Level Requirements (SLRs) Reports Referenced Appendix, Service and MSA Attachments Appendices Appendix 1 H & SD Policies and Procedures Appendix 2 H&SD Environment - Related Work-in-Progress Appendix 3 H&SD Environment - Related Future Initiatives List of Tables Table 1. Financial Responsibility Matrix... 7 Table 2. Management and Planning... 9 Table 3. Operations and Administration Table 4. Help and Service Desk Availability SLRs Table 5. Incident Resolution SLRs Table 6. Response Time SLRs Table 7. End-User Account Administration SLRs Table 8. End-User Satisfaction SLRs Table 9. Help and Service Desk Services Reports Page i

3 Help and Service Desk Service Tower This is Attachment V2 (Help and Service Desk Services Tower) to the Master Services Agreement between Transnet Limited ( Transnet ) and the Service Provider. Unless otherwise expressly defined herein, the capitalised terms used herein shall have the meaning assigned to them in Attachment V Appendix 1 Service Tower Definitions or in Attachment A to the Agreement. 1.0 Help and Service Desk Services Overview and Objectives 1.1 Services Overview This Attachment V2 (Help and Service Desk Services Service Tower) sets forth the roles and responsibilities of the Parties for the help and service desk services ( Help and Service Desk Services or H&SD ) provided under the Agreement as part of the Services. H&SD Services are the Services and activities, as further detailed in this service tower, required to coordinate and respond to Incident and Service Requests made by the End-Users and Transnet technical staff. The Service Provider H&SD will accept requests from Transnet End-Users, as well as the internal divisional Transnet Help and Service Desk(s) or agreed and on boarded Transnet 3 rd Parties, and provide a toll-free number with end-to-end ownership (e.g., logging, tracking, resolution and reporting) of H&SD Incidents and Service Requests for the Service Provider provided Services. Incidents and Service Requests for Service Provider Services shall be resolved by the Service Provider H&SD staff or may need to be referred/escalated to more specialised entities for resolution such as Transnet staff, Service Provider 2 nd and 3 rd line support, a vendor or other designated third parties. As part of the Services, the Service Provider shall allocate employees to provide relating to the logging of Incidents, application support and Service Requests and to provide first line support to End-Users in respect of all in scope Services. For Transnet services that are provided by internal service delivery teams or 3 rd Party Service Providers the H&SD will receive, log and dispatch tickets to the responsible parties, and provide reporting. Notwithstanding point 1 above, for Network related Incidents and Problems the H&SD Incident and Problem management process will not be limited to catch and dispatch, but shall include the full management and reporting (to Transnet) of network services related Incidents and Problems. Should additional services such as First Call Resolution (FCR) be required, this may be agreed and on boarded via the Contract Change process. Page 1 of 30

4 Help and Service Desk Service Tower Figure 1. Help and Service Desk Services Scope Service Statement of Work Interaction Channels Phone Telephony IVR Self Self Service Fax Help and Service Desk Applications & Data Service Agents End User Self Help Knowledge Repository 1. Help and Service Desk - Staff the help and service desk that will provide the first line of support for users for the logging of fault incidents, application support and service requests for all Transnet IT services. In particular the Help Desk Incident and Problem Management process will be used to log and manage network services related incidents. This goes beyond handing network diagnosed incidents to the network service provider (i.e. Catch and Dispatch ) to the full management and reporting of these incidents and problems. Additionally, the service desk will provide the point of coordination and management of any service requests. This also covers authorised service requests that need to be channeled to the Network Service Provider, Dispatch, and report service requests status periodically 1.2 Service Objectives The following are the key high-level Service objectives the Service Provider shall ensure Transnet achieves through the H&SD Services: Improve IT customer service to End-Users by providing agreed Self-Service capabilities Improve Service Request and Incident resolution-speed Improve and support Transnet s efficiency and effectiveness by adopting the Service Provider leveraged knowledge databases and best practices in the areas of customer reporting, logging, tracking, resolving of IT Incidents and Service Requests Improve efficiency and effectiveness by early identification and addressing root causes of technical problems including working with specialised entities for resolution such as Transnet staff, a vendor or other designated third parties, before they become trends Page 2 of 30

5 Help and Service Desk Service Tower Have the ability to acquire skilled H&SD support for new technologies early in their life cycle while maintaining support for older technologies Achieve the Service Levels specified in Section 3 below Page 3 of 30

6 Help and Service Desk Service Tower 2.0 Service Environment 2.1 Scope of the Infrastructure to be Supported This paragraph describes the scope of Services described in Section 2. This includes assets, facilities and locations, personnel, policies and procedures, licenses and agreements and work-in-process. Schedules and attachments are associated with each section to allow for quarterly updates and changes. The Service Provider will provide Help and Service Desk services for Transnet IT services including but not limited to the following: All IT delivery Infrastructure Incidents: Hardware Systems Software (i.e., operating systems, utilities) Applications Incidents and How To support for: Packaged (COTS) office productivity Software Transnet business applications Password Support: Resets Requests for account privilege change requests Requests for End-User account activation, suspension and termination Service Requests IMACDs requests Service quotation requests Policies and Procedures The policies and procedures with which Provider will provide Help and Service Desk Services are provided in Appendix 6.1 Help and Service Desk Policies and Procedures Personnel Provider will be responsible for providing appropriately skilled staffing to meet the Help and Service Desk Services Roles and Responsibilities and Service Level Requirements (SLRs) set forth in this Service Tower Work-In-Progress Transnet currently has a number of IT initiatives in progress that are included within the scope of this service tower and may affect Help and Service Desk Services. Such projects are the responsibility of the Service Provider to complete within the time frames specified by Transnet. A list of these projects is provided in Appendix 6.2 Help and Service Desk-Related Work in Progress. Page 4 of 30

7 2.1.4 Future Initiatives TRANSNET Help and Service Desk Service Tower Other Help and Service Desk Environment - related initiatives considered but not in process are included in Appendix 6.3 H&SD Environment - Related Future Initiatives. Page 5 of 30

8 2.2 Help and Service Desk Baseline Information TRANSNET Help and Service Desk Service Tower Transnet s current Help and Service Desk utilisation and projected usage is presented below. These business requirements represent Transnet s most realistic projection of the Service requirements for Day 1 implementation based on a combination of past trends and current anticipated overall business direction over the term of the Agreement. These metrics, along with other data which may be pertinent for sizing the solution, are reflected in Attachment G2 Pricing Workbook Help and Service Desk Baseline Projections System/Metric Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Comments Total Number of Calls Flat Flat Flat Flat Flat Estimates, largely track User Numbers Flat Flat Flat Flat Flat increase/decrease in user numbers Help Desk Calls per End- User/per month (average) 1.26 Flat Flat Flat Flat Flat Level 1 Support: Break/Fix Applications (all) Data Network 2634 End-User Access/Resets Internet Service 1168 Remote Access Service 1214 Installs, Moves, Adds, Changes Security-Related 6658 Other/No Subject/Misc Flat Flat Flat Flat Flat Estimates, largely track increase/decrease in user numbers Page 6 of 30

9 2.2.1 H&SD Service Delivery Scenarios TRANSNET Help and Service Desk Service Tower For the purposes of this service Transnet would like to consider 2 scenarios, namely; Scenario 1: - The Service Provider will provide a full turnkey service owning and having financial responsibility for all hardware and software that is required to deliver the service to the required functionality and service levels. Additionally, all the services as detailed in this service tower are required. Scenario 2: - This scenario differs from scenario 1 in that Transnet will own and have financial responsibility for the H & SD solution applications and data repositories. The infrastructure hosting the service will be that of the Service Provider The following provides a view of the financial responsibility for the different scenarios. Table 1. Solution Ownership Scenario 1: - Service Provider provides the full Turnkey solution and services Financial Responsibility Matrix Asset/Service Category Call Centre functionality and infrastructure Help and Service Desk Hosting Infrastructure (Hardware) Help and Service Desk Hosting Infrastructure (Software) Help and Service Desk Package and supporting applications Ownership/ Responsibility SP SP SP SP Comments This is to include the entire telephony infrastructure in support of the H&SD to include ACD, IVR, wallboards etc., agents instruments, desktops with all associated software. Additionally, any infrastructure in support of alternative interaction channels such as . The Service Provider is responsible for the ownership and services of the supporting infrastructure to include storage, servers, peripherals The provisioning of this infrastructure will form part of the Data Centre Services Tower who will plan, build and run the infrastructure The Service Provider is responsible for the ownership of infrastructure software to include but not limited to virtual machine software, operating systems, databases, knowledge bases, application server middleware, integration middleware. The provisioning of this infrastructure will form part of the Data Centre Services Tower who will plan, build and run the infrastructure The base H&SD package as well as all application software to meet the scope of services as well as all monitoring, reporting and management tools. Page 7 of 30

10 Help and Service Desk Service Tower Help and Service Desk Services SP The Service Provider will be responsible for providing of all the services as defined in the section 3.0 of this document and costs associated with providing these services. Scenario 2:- Transnet owns elements of the H&SD Solution with the Service Provider providing the services. Call Centre functionality and infrastructure SP This is to include the entire telephony infrastructure in support of the H&SD to include ACD, IVR, wallboards etc., agents instruments, desktops with all associated software. Additionally, any infrastructure in support of alternative interaction channels such as . Help and Service Desk Hosting Infrastructure (Hardware) SP The Service Provider is responsible for the ownership and services of the supporting infrastructure to include storage, servers, peripherals The provisioning of this infrastructure will form part of the Data Centre Services Tower who will plan, build and run the infrastructure Help and Service Desk Hosting Infrastructure (Software) SP The Service Provider is responsible for the ownership of infrastructure software to include but not limited to virtual machine software, operating systems, databases, knowledgebase, application server middleware, integration middleware. The provisioning of this infrastructure will form part of the Data Centre Services Tower who will plan, build and run the infrastructure Help and Service Desk Package and supporting applications SR Transnet will own the base H&SD package as well as all application software to meet the scope of services as well as all monitoring, reporting and management tools. Help and Service Desk Services SP The Service Provider will be responsible for providing of all the services as defined in the section 3.0 of this document and costs associated with providing these services. Page 8 of 30

11 3.0 Help and Service Desk Roles and Responsibilities This section provides in detail the service delivery and management activities and the allocation of roles and responsibilities between Transnet and the Service Provider ( SP ) in fulfilling these activities. This allocation of roles and responsibilities may change over time during the relationship. Any changes shall be agreed via contract change processe(s). Table 2. Management and Planning Service Category and Description Service Entities Service Provider Responsibility Transnet Pricing Guidance 3.1 Management and Planning Determine the strategic direction for the Help and Service Desk environment. Solution Selection and Development Planning and Analysis Planning and Analysis Services are activities associated with the capturing and assessment of requirements, designing and implementing the H&SD capabilities. Solution Implementatio n Recommend Incident and Service Request management standards and policies Scenario 1 Identify and recommend Service Provider H&SD Services solution that best meets Transnet's (i) business requirements; (ii) cost expectations; and (iii) Service Levels Determine integration requirements and methods for integrating with internal divisional Transnet Help and Service Desks. Scenario 2 Use the Transnet H&SD software package Implement software and hardware (e.g., IVR) needed to collect, track, document, report and manage Incidents and Service Requests received by the Service Provider H&SD Provide Single Point of Contact (SPOC) call-in access via a toll-free number for all H&SD Services for all Service Towers and IT related Services Implement integration with internal divisional Transnet Help and Service Desk(s), where such projects have been approved by Transnet. Scenario 1 Approve Service Provider's recommended H&SD Services solutions in relation to the price and the Service Levels Scenario 2 Transnet may elect to develop its own service management solution incorporating H&SD functionality for use by Transnet. In this event, the parties will agree any integration activities required and associated costs thereof. For scenario 2 provide the H&SD packaged software and applications Note: For scenario 2 the costing of the implementatio n of the Transnet solution is excluded Page 9 of 30

12 Service Category and Description Service Entities Staffing and Skills Requirement Responsibility Service Provider Provide for multiple alternative communications channels such as, including , telephony and Inter/Intranet Provide disabled access capability to H&SD, in accordance with applicable regulatory and statutory requirements Perform analysis of the Transnet environment to identify the appropriate sets of skills, training, and experience needed by the H&SD Employees Transnet Provide all relevant information to the Service Provider Pricing Guidance Page 10 of 30

13 Table 3. Operations and Administration Service Category and Description Service Entities Service Provider Responsibility Transnet Pricing Guidance 3.2 Operations and Administration Help and Service Desk Operations and Administration Services are the activities associated with providing a stable Help and Service Desk environment and to effectively and efficiently perform procedures to ensure IT Services meet SLR targets and requirements Policies and Procedures Support Services Services that the H&SD provides in support of the Transnet in scope Service Towers Availability Develop and document in the Procedures Manual operational and administration processes and procedures which meet Transnet requirements Adhere to Transnet policies, standards and procedures. Maintain and provide escalation contact list(s) for all in scope Service Towers (including third parties such as vendors and other service providers) Ensure the H&SD availability in accordance with the Service Coverage Window (SCW) Provide Transnet relevant policies, standards and procedures Review and approve the Service Provider H&SD Operational Processes and Administration procedures Provide escalation contact list(s) for Transnet contacts and Transnet direct third party vendors None H&SD Capabilities Assistance Application Assistance Resource Capacity and Performance Management Communicati ons Provide Level 1 assistance to End-Users in respect of inquiries relating to the features, functions and usage of hardware and Software detailed in the Service Schedules Provide How To and Level 1 assistance for Transnetdefined Commercial Off-the-Shelf (COTS) applications included in the EUC Service Tower Perform operational planning for H&SD capacity and performance purposes Track/manage/report Service Provider H&SD utilisation Provide additional resources as needed during planned events Provide suitably skilled H&SD resources to meet Service Level Requirements Use best efforts to provide required Resources and/or Employees for unplanned events Issue broadcasts or other notices to provide status updates as required for planned and unplanned events None None Provide information on planned events that could affect the call volumes. None Page 11 of 30

14 Service Category and Description Service Entities Satisfaction Surveys Special Project Support Improvement Planning Standby Responsibility Service Provider Develop and execute procedures for conducting End- User random satisfaction surveys Provide transient H&SD Support for additional support requirements due to projects, upgrades etc. that result in initial high user support requirements. Participate in planning of Projects that could impact the H&SD Call volumes to enable Resource and Employee planning Continuously evaluate H&SD Services metrics in order to improve Service delivery and reduce call volume as input to the overall Continuous Improvement programme Work with Service Provider operational and technical Employees to identify and recommend solutions which minimise the need for End-Users to Call the H&SD (e.g. additional End-User training, End-User self-help opportunities, Root Cause Analysis) Maintain standby roster etc. Publish standby roster Transnet Review and where appropriate approve procedures Advise the Service Provider of all events (e.g. projects) etc. that would require additional H&SD capacity to meet the call volumes Approve solutions that minimise the need to call the Service Provider H&SD Provide standby information for after hours, public holidays and weekends Pricing Guidance Per quotation basis Service Requests and Incident Management Service Request and Incident Management Services are the activities associated with end-to-end Incident and Service Request Reporting Policies and Procedures Report on H&SD utilisation statistics Provide nominated service managers/staff in other relevant roles online/portal access to Service Requests, ACD/IVR reports and Incident reports Manage the system to record, update, manage and track all Service Requests and Incidents that will be reported by the Transnet End-User or the internal divisional Transnet Help and Service Desk(s). Channels for user access need also to be provided Develop procedures to receive and respond to Transnet Calls for Service according to defined prioritisation and Resolution targets. Ensure that responses to Service Requests are based on priority and impact and not the method used to notify the H&SD (e.g. telephone, and/or direct input to service request system by End-Users) Review these reports during monthly performance meetings Provide list of Service Managers/staff in other relevant roles for access to online H&SD portal Identify and describe priorities, response and resolution targets for Service Requests and Incidents of differing impacts Review and where appropriate approve procedures to receive and respond to Transnet internal and 3 rd Party Contacts Review and where appropriate approve procedures for the escalation of Incidents Page 12 of 30

15 Service Category and Description management processes including escalation to Level 2 and Level 3 specialists through a defined process, including the Service Provider s primary resources, third parties (such as hardware and software suppliers),as well as Transnet s internal technical support resources. Service Entities Incident Resolution and Closure Root Cause Analysis Responsibility Service Provider Accept in scope Services Incidents and Service Requests from the internal divisional Transnet Help and Service Desk(s) and Transnet End-Users Record and redirect/dispatch out of scope Calls and/or Service Requests as per process agreed with Transnet. Identify, log, prioritise, escalate and track all Incidents (e.g., inquiries/ Incidents/ Service Requests) in the Service Provider H&SD Management system Process Incidents and Service Requests received via the web interface (on a first in first out basis). Coordinate service delivery with support groups within each of the other Service Towers, including agreed and on boarded third parties, and in coordination with Transnet operating divisions, as necessary Co-operate with internal divisional Transnet Help and Service Desks and other third parties, as necessary. Monitor Incidents and Service Requests and escalate per policies and procedures until resolution. Identify Problem characteristics and Root Cause Analysis Resolve Incidents within prescribed time limits, if possible, otherwise escalate to appropriate Level 2 resource Enable access to the Incident Management system by Transnet selected personnel (understanding potential impact on software licensing) to view Incident and Service Request status as required Verify acceptance of services by contacting the End- User to confirm results and level of End-User satisfaction See Cross Functional Services "Root Cause Analysis" for details Transnet Provide contact details for out of scope calls Transnet to encourage End-Users to complete automated satisfaction survey for resolved Incidents and Service Requests Logging Incidents via the H&SD only Pricing Guidance Records Maintenance Ensure that inventory and configuration management records are updated to reflect any changes resulting from the Incident or Service Request None Page 13 of 30

16 Service Category and Description Remote Desktop Management Services Remote Desktop Management Services include the activities associated with managing desktop devices and Software remotely; and controlling desktop devices and Software remotely over the network. This includes maintaining and troubleshooting the desktop operating system and supported desktop applications electronically to minimise the need to dispatch technical Employees to perform these Services on site End- User Account Administration Services These Services include the co-ordination of Employee End-User account (i) administration; (ii) activation; (iii) changes; and (iv) terminations, including: password/account setup and Service Entities Solution Perform remote support Policies and procedures Administer changes Responsibility Service Provider Recommend technology and develop policies for the use of remote control tools for maintenance and troubleshooting Diagnose Incidents using remote control capability and when possible implement corrective actions to Resolve Incidents. If Resolution is not possible, the Incident shall be escalated as per the escalation procedures Utilise remote controls to manage and update desktop System Software and to maintain configuration and inventory information Utilise remote control tools to manage and enforce compliance with configuration management standards Assist in enabling the enforcement of compliance to configuration management standards and the appropriate optimisation at the desktop Develop and document Transnet's requirements and procedures regarding End-User Account Administration Services Receive and track Service Requests for End-User account activation, changes and terminations Create, change and delete End-User accounts per authorised Service Requests in accordance with Transnet security policies and procedure Co-ordinate (as required) with other specialised areas (e.g. application maintenance and support function) to manage End-User accounts Reset passwords as required in accordance with Transnet security policies and procedure Transnet Review and where appropriate approve technology and policies for the use of remote control tools for maintenance and troubleshooting Develop policies to regulate Remote Desktop Management Services and the principles and rules of usage, for inclusion in the Standards and Procedures Manual Assist in creating awareness amongst End- Users of the value and benefits of Remote Desktop Management Services Provide network bandwidth to Transnet s sites as reasonably requested by the Service Provider to support the Service Provider s monitoring, management and Software distribution tools. Provide Transnet policies and standards. Approve procedures regarding End-User Account Administration Services Provide authorised End-User account Service Requests Provide instructions for authorised End- User account revocation Pricing Guidance Page 14 of 30

17 Service Category and Description reset, remote access connectivity, accounts, End-User identities, and password resets IMACD IMACD Service requests will be coordinated through the Service Provider H&SD where obligations include logging the request and facilitating fulfilment Self Help Services Self Help Services includes the automated/electronic tools made available by the Service Provider directly to End-Users such as Password Resets, Status Queries and Frequently asked questions Service Entities IMACD Service Requests Identify Requirement s Implementati on and Maintenance Monitor Effectiveness Improvement Planning Responsibility Service Provider End User Accounts administration for Active Directory, , Internet, remote access. System, Server, resource or elevated access accounts are covered in the Distributed Computing Environment and Data Centre Service towers Receive and track requests for IMACDs Confirm the scope and agreed required documentation for the IMACD request In respect of IMACDs related to 3 rd Party services, refer authorised Service Requests to the relevant 3 rd Party service provider and report to Transnet on the status of these Service Requests Identify and recommend additional areas of improvement for Self Help Service capabilities Implement Self Help Service capabilities that enable End-Users to utilise self service Monitor and review (i) the effectiveness of Self Help Service capabilities; and (ii) usage Develop recommendations for and implement improvements to Self Help Service capabilities Transnet Review and approve IMACDs if applicable prior to implementation Logging Service Requests for IMACDs via the H&SD only Approve additional Self Service recommendations. Transnet will aggressively support the usage and objectives of the Self Help Services Provide appropriate Employees for train the trainer programmes Where possible, utilise Self Help Service facilities to facilitate Problem Resolution Review and approve improvements to Self Help Service capabilities Pricing Guidance Page 15 of 30

18 3.3 Exclusions The following items are specifically excluded from this Statement of Work: a. Incidents and Service Requests related to non IT services Page 16 of 30

19 4.0 Service Management 4.1 Objectives A key objective of the Agreement is to attain Service levels with Service Credits where business is impacted through failure to meet Service performance requirements. SLRs are detailed in the following sections and those associated with Service Credits are identified in Attachment J Service Credit Methodology. The Service Provider shall provide hard and soft copy reports to Transnet regarding the Service Provider s compliance with the SLRs specified in this Service Schedule. 4.2 Definitions Attachment V Appendix 1 Service Tower Definitions of the Master Services Agreement provides a list of definitions and terms that apply to this Service Tower and the following SLRs. 4.3 Service Level Requirements (SLRs) The following minimum Service levels are required at the end of the Transition Period. The Service Provider must consistently meet or exceed the following SLRs. The Service Credit methodology and the identification of Service Levels associated with Service Credits are detailed in Attachment J Service Credit Methodology Required Languages English is the current required language. Future Transnet requirements may involve H&SD support in additional languages and will be agreed via the standard Contract Change Management process. The following table specifies language requirements: Help and Service Desk Language Requirements Language Requirements English Language Premium Service Coverage Window (See below) Service Coverage Window The Service Coverage Window (SCW) is the period that the Service Provider must provide H&SD services for the different service classes. The Incident clock that measures the time it takes to resolve a reported Incident will be stopped during periods outside the SCW. The service support hours for the different service classes are as follows: Service Class Standard Extended Premium Service Coverage Window Normal Office Hours - 7:00-17:00 on Mon - Fri, excluding public holidays Extended Office Hours - 07h00-22h00 Monday to Friday and 07h00-17h00 on Saturdays, includes public holidays 24 hours a day, 7 days a week, all year round Page 17 of 30

20 Table 4. Help and Service Desk Availability SLRs DEFINITION EXCLUSIONS H&SD Availability refers to the required time frames during which Services provided by the H&SD must be available to End-Users * Scheduled maintenance slots * Scheduled Changes * Emergency Changes * Telkom availability of ( Toll free) number * Availability of Transnet internal telephony systems and infrastructure * Availability of Telkom infrastructure, such as PRI's Help and Service Desk Availability H&SD availability Service Measure Availability of H&SD Services Formula Service Level Performance >=99.5% Performance Target Service availability % = (Actual Uptime / Time in Measurement Interval) * 100, where Time in Measurement Period = Minutes in Measurement Interval less any Pre-Scheduled downtime. Actual Uptime = Minutes in Measurement Interval less total downtime (both scheduled and unscheduled downtime) Time in Measurement Interval is calculated on a 24x7 basis Example based on a month with 31 days and scheduled downtime of 30 minutes and unscheduled downtime of 60 minutes: The total number of minutes in the month is 60X24X31 = The calculation will be as follows: ( ) / ( ) = 99.87% availability Notes: The Services will be regarded as available according to the conditions listed below: End Users must be able to telephonically reach and report calls to the Service Provider H&SD Manual systems may be used to continue Services in the case where supporting Service Provider H&SD systems experience downtime During a manual logging period: o Manual logging process must ensure that Tickets are captured and a ref# is provided to the End- User o Existing Ticket data (logged prior to downtime) must be available for reporting or checking of Ticket status When Tickets are captured after a manual period: o Ensure that ref# is provided to End-User is captured o Ensure that actual logged time is captured in a field Page 18 of 30

21 Help and Service Desk Availability Service Measure Service Credit Calculation Measurement Interval Measurement Tool Service Credit Category Service Level Performance Performance Target o Ensure that actual resolution time is captured in a field o Reports and Service Levels are based on actual logged and actual resolution times after a manual period Service Credit Amount = IF(Service Availability % < Availability Performance Target, (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Where: Availability Performance Target - Overall availability that the H&SD is able to process Incidents and Requests Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Measure Daily, Report Monthly (based on monthly data and not daily results) Service Provider Tools Primary Table 5. Incident Resolution SLRs DEFINITION Service Levels related to Ticket resolution Help Desk Incident Closure First Contact Resolution Service Measure The percentage of User initiated Tickets that are resolved at first contact. Service Level Performance Performance Target >= 65% of Tickets resolved by the Service Provider for in scope Services Reopened Tickets Root Cause Analysis Report Percentage of resolved Tickets that are reopened, as per agreed procedure, during measurement period Provide Root Cause Analysis Report for Priority 1 and Priority 2 Incidents <2% of incidents repeated after initial fix failed Within 7 Business Days100% of the time Page 19 of 30

22 Formula- First Contact Resolution Service Credit Calculation Formula - Reopened Tickets Service Credit Calculation Formula - Root Cause Analysis Report FCR % achieved = A / B *100% A = Tickets logged telephonically by End-User and resolved by Service Provider Service Desk on first call. B = Total Tickets resolved by Service Provider Service Desk which originated from End-User. Notes: 1) Tickets for the measurement will be based on "closed" Tickets Service Credit Amount = IF(FCR % Achieved < FCR Performance Target, (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Where: FCR Performance Target - The required % of calls that are resolved during the first call Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Reopened Ticket % = Number of Tickets reopened during measurement period / Total number of Tickets resolved during measurement period * 100 Notes: 1) Tickets for the measurement will be based on "closed" Tickets Service Credit Amount = IF(Reopened Ticket % > Reopened Ticket Performance Target, (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Where: Reopened Ticket Performance Target - Required Percentage of tickets that can be reopened before SLR failure Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Root Cause Analysis Report: If all reports provided within 7 Business Days of Ticket resolution, Pass, otherwise Fail. Page 20 of 30

23 Service Credit Calculation Measurement Interval Measurement Tool Service Credit Category Service Credit Amount = IF(RCA Report Provided > Report provisioning Performance Target SLR, (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Where: Report provisioning Performance Target - Target time for delivering a RCA report Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Measure Daily, Report Monthly (based on monthly data and not daily results) Service Provider Tools (or as agreed with Transnet) Primary Table 6. Response Time SLRs DEFINITION Response Time is the time it takes an End-User to connect with the Service Provider s representative. The Service Provider will provide toll-free telephone lines in adequate quantity to handle call volumes; ACD system(s) to record call date, time and duration information; and electronic interfaces to all systems for monitoring and reporting. Help Desk Responsiveness Speed to - Answer Service Measure Percentage of telephone calls answered within performance target after the call is queued Service Level Performance Performance Target 30 Seconds 90% of the time 60 Seconds 95% of the time Call Abandonment Rate Response Time Percentage of telephone calls abandoned after the call is queued and after the Speed to Answer Performance Target has been reached Response Time" is applicable to End-User initiated Tickets logged via self-help and assigned to the correct resolver group Formula - Speed to Answer 5% 100% of the time 30 minutes 100% of the time Percentage Attained % = (Number of telephone calls handled within Performance Target Total number of Page 21 of 30

24 telephone calls handled during Measurement Interval) x 100 Service Credit Calculation Service Credit Amount = IF(Percentage Attained % < Required Percentage of the Time, (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Formula - Call Abandonment Rate Where: Required Percentage of the Time - Required Percentage of the time Call must be answered within the SLR Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Percentage Attained % = (Number of telephone calls abandoned after 30 seconds / Total number of incoming telephone calls during Measurement Interval) x 100 Service Credit Calculation Service Credit Amount = IF(Percentage Attained % > Call Abandonment Rate Performance Target SLR, (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Formula - Response Time Service Credit Calculation Where: Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Percent (%) Attained = Number of Web Tickets within Performance Target / Total number of Web Tickets during Measurement Interval x 100 Notes: Excused performance will be considered where call volume spikes have occurred leading to this SLR being missed. Service Provider to provide evidence and motivation for this excused performance request. Service Credit Amount = IF(Percentage Attained % > Required Percentage of the Time, (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Where: Required Percentage of the Time - Required Percentage of the time Web Tickets must be responded to within the SLR Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Page 22 of 30

25 Measurement Interval Measurement Tool Service Credit Category Measure Daily, Report Monthly (based on monthly data and not daily results) Service Provider Tools (or as agreed with Transnet) Speed to Answer - Primary Call Abandonment - Secondary Response Time - Primary Table 7. End-User Account Administration SLRs DEFINITION Routine functions provided by the Service Provider, such as (i) setting up End-User identities; (ii) changing End-User authorisation for selected in scope Services and applications, (iii) password resets and (iv) referrals to relevant support areas for out of scope services. In scope Administration for the H&SD tower includes the following, which can be extended via the Contract Change process: Active Directory, , Internet. This applies to normal user logins and excludes system, servers, resource and elevated access accounts Account and Service Request Administration Metrics Service Measure Service Level Performance Performance Target New End-User account Elapsed time Within 1 Business Day of authorised Service Request 98% of the time Password reset Successful completion Completion of telephonic Service Request by the receiving Service Desk Agent. 98% of the time Privilege changes Elapsed time Within 1 Business Day of authorised Service Request 98% of the time Disable/quarantine End- User account Elapsed time Within 1 Business Day of authorised service request 100% of the time Formula Measurement Interval Service Coverage Window Measurement Tool Emergency, within 5 minutes of authorised Service Request 100% of the time Percent (%) Attained" = (Number of instances within Performance Target total number of instances during Measurement Interval)*100 Notes: All emergency requests will be telephonic. Bulk request > 20 for new accounts or privilege changes are excluded from the service measures Measure daily, report monthly Standard Service Provider Help Desk tools Page 23 of 30

26 Account and Service Request Administration Metrics Service Measure Service Credit Category Service Level Performance Performance Target New End-User account Secondary Password reset Primary Privilege changes Secondary Disable/quarantine End-User accounts Primary Page 24 of 30

27 Table 8. End-User Satisfaction SLRs DEFINITION A subjective rating obtained through an automated survey for each Ticket logged at the Service Provider s Service Desk, where satisfaction is measured on scale of 1 to 4, with 1 being lowest and 4 being highest. Service Level Performance End-User Satisfaction rate Service Measure Percentage of respondents who are satisfied or very satisfied Formula 80 +% Performance Target Evaluation Scale Strongly Agree = Positive Agree = Positive Disagree = Negative Strongly Disagree = Negative Percentage Attained % = Total number of Positive Responses / Total number of all responses (Positive + Negative) * 100 Service Credit Calculation Measurement Interval Measurement Tool Service Credit Category Notes: 5 % respondent rate Questions to be pre-agreed between Transnet and Service Provider, aligned to industry good practice Service Credit Amount = IF(Percent Attained % < Performance Target), (Weighting Factor Allocation * (At Risk Amount* H&SD Measurement Interval Cost)),0) Where: Percentage Attained % - percentage of the time surveys that meet the required SLR Weighting Factor Allocation Allocation of the At Risk Amount for this SLR H&SD Measurement Interval Cost Total billed cost of the H&SD Service for that Measurement Interval At Risk Amount Percentage of the overall cost at risk Measure monthly, report monthly (based on monthly data and not daily results) Service Provider Tools (or as agreed with Transnet) Secondary Page 25 of 30

28 4.4 Reports The Service Provider shall provide reports to Transnet regarding the Service Provider s compliance with the SLRs. Reports are required per the following table: Table 9. Help and Service Desk Services Reports Report Description SLA Metrics Addressed Distribution Timing Service Level Report Operational reports Consolidated SLA report to cover all SLR metrics. Supporting detail per Operating Division where possible. Example: Telephony call reports can only be provided on overall level and not per Operating Division. Consolidated report Supporting detail per Operating Division where possible. Includes agreed ticket statistics, trends and age analysis on Incidents, Problems and Service Requests Group & OD Group & OD Monthly Daily Page 26 of 30

29 5.0 Referenced Appendix, Service and MSA Attachments Service Tower Appendices Description 6.1 H & SD Policies and Procedures 6.2 H & SD Environment - Related Work-in-Progress 6.3 H & SD Environment - Related Future Initiatives MSA Attachments Description Attachment V1 Cross-Functional Services Tower Attachment J Service Credits Methodology Attachment V Appendix 1 Service Tower Definitions Attachment G2 Pricing Workbook Page 27 of 30

30 6.0 Appendices 6.1 Appendix 1 H & SD Policies and Procedures Document Name Incident management process Escalation Process Document Reference Number In Document repository ICAP In Document repository ICAP Brief Description Please provide a schematic or verbal description of the current IT H&SD procedure that is being followed by all end-users when placing calls. Provide information about the escalation process(es) currently in place, and associated names / telephone numbers of support levels and external vendors (where applicable). 6.2 Appendix 2 H&SD Environment - Related Work-in-Progress Project Name Description End of Table 6.3 Appendix 3 H&SD Environment - Related Future Initiatives Initiative Name Description End of Table Page 28 of 30

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