Service Level Agreement: Support Services (Version 3.0) This Service Level Agreement ("SLA") is attached to the Agreement (Number [ ]) entered into between Uniware Systems Limited ("Uniware") and the Customer dated [ ]. Software series - IUMIS Purpose A SLA is a contract between a service provider and a customer that specifies, usually in measurable terms, what services the service provider will furnish. This document details the level of acceptable service provided by Uniware achievable within the price charged for the Support Services. Neither the Customer or Uniware would be well served by low performance expectations which could be achieved with ease but would not provide a sufficiently efficient support. Equally, the Customer would not benefit from service levels set so high they could not be reached reasonably or economically. Because network and software technology is dynamic, this SLA should not be thought of as static, but should alter in response to changes in technology and use. Uniware will provide support for the IUMIS point of sale software and associated hardware as agreed. Software support will be delivered according to this SLA. Hardware support will be delivered on a 4 hour response either remotely or from an engineer on site. Hardware items specified for courier replacement services will be maintained on a 48 hour replacement service. Services to be provided by Uniware The following items are supported within the scope of this SLA: Support of IUMIS software on Windows PC workstations and PoS terminals Assistance with diagnosis in failure conditions (e.g. network cable unplugged) POS hardware repair whilst under contract Telephone and Internet helpdesk facilities Assistance with resolving data corruption errors Hours of Supported Coverage The Uniware helpdesk provides business hours telephone support between 07:00am - 19:00 p.m. Monday Friday excluding bank holidays. Outside of these hours a 24 hour on call service operates. Non emergency calls received out of hours may incur a cost of 35 per call. The out of hours service is for emergency calls only. Method for Requesting Services During Normal Hours Tel +44 (0)844 800 6201 Fax +44 (0)1634 292840 Out of hours +44 (0)844 800 6201 (Hold to be automatically diverted to emergency support) Web Support http://www.uniware.co.uk :All Users You will be setup with a login to log and track support calls. E-mail Support help@uniware.co.uk for problem reporting, inquiries, and requests 1
Priorities, Response & Fix Times Below is a priority level scheme for requests for support during normal working hours: Incident Priority / Level (add rows as required) Priority Description e.g. P1 Critical Complete systems failure Response Time (from receipt of support request) Work-Around, Temporary Fix Permanent Resolution Time 30 mins within 2 hours within 4 hours P1 (Critical) System down Call is transferred to appropriate support team member. Case is worked on until resolution Software 15 minutes hour Software problem to be resolved or assigned within less than 4 hours P2 (Major incident) Severe System failure significant Having impact on local operations. Software 30 minutes Software within 4 hours Software problem to be resolved within 24 hours of assignment Hardware 48 Hours P3 (Medium Incident) Single Function failure Impacting a single area. Software 2 days week Software within 2 weeks P4 (Low Incident) Minor issue or how do I do this question. Impact on local area or staff member Software 2 weeks Software within 4 weeks Software within 3 months P5 (Enhancement) Request for system changes Software 2 days for approval Timescale agreed with Customer Software within 3 months of approval P6 (Emergency Call out in working hours) Request from customer for an emergency engineering call out 4 hour response up to 8 hours to physically be on site N/A N/A best endeavours P7 (Emergency Call outside of working hours) Request from customer for an emergency out of hours engineering call out 4 hour response up to 8 hours to physically be on site Incurs call out charge of 750.00 plus 95.00 per hour N/A N/A best endeavours 2
Prioritisation of support requests shall be determined by Uniware using the problem description from the Customer. The priority level shall be agreed with the caller at the time of the call being logged. Service Levels Uniware shall not be required to discharge its commitments under this SLA when any event or series of events beyond its reasonable control prevents it from providing the services in accordance with this SLA, provided that Uniware promptly notifies the Customer of: a) the estimated extent and duration of its inability to discharge its commitments; and b) the resumption of the provision of the service level If the event or series of events are such as to affect only part of its total commitments, then Uniware shall continue to discharge those commitments that are not affected. Service Goals Summary for Permanent Resolution Call Resolution : Target 50% resolved at initial call Level-1 - Cycle Time: all resolved or assigned within less than 4 hours Level-2 - Cycle Time: all resolved within 4 hours of assignment Level-3 - Cycle Time (Applications):all resolved within 2 weeks of assignment Level-4 - Cycle Time (Applications):all resolved within 3 months of assignment Level-5 - Cycle Time (Applications):all resolved within 3 months of assignment Level-6 - Cycle Time Best Endeavours Level-7 - Cycle Time Best Endeavours Monitoring and Auditing of Services Metrics to be applied to this Agreement: Helpdesk response time for various classes of problems Remote access via internet availability The Uniware Helpdesk Manager is responsible for issues relating to this SLA and may be contacted at 0844 800 2201 or helpdesk@uniware.co.uk. Issues not resolved by the Helpdesk Manager will be escalated in turn to the Development and Support Manager of Uniware Systems. Sub-Contracts Uniware remains responsible for ensuring that sub-contracted services are provided to the Customer with the agreed levels of quality, even if it chooses to sub-contract for the provision of some or all of the services covered by this SLA. Hardware maintenance of POS units are sub-contracted to our nominated hardware contractor. Customer Responsibilities The Customer will ensure an adequate level of system knowledge is maintained on Site to enable local staff to use the System. Uniware can provide an ongoing staff training package if required. Only PC s with Internet Explorer 7 or 8 shall be used to access IUMIS. 3
Service Level Agreement: Hosted Services Priorities, Response & Fix Times Below is a priority level scheme for requests for support during normal working hours: Incident Priority / Level (add rows as required) Priority Description Response Time (from receipt of support request) Work-Around, Temporary Fix Permanent Resolution Time e.g. P1 Critical Complete systems failure 30 mins within 2 hours within 4 hours P1 (Critical) System down Call is transferred to appropriate support team member. Case is worked on until resolution Software 15 minutes hour Software problem to be resolved or assigned within less than 4 hours P2 (Major incident) Severe System failure significant Having impact on local operations. Software 30 minutes Software within 4 hours Software problem to be resolved within 24 hours of assignment Hardware 48 Hours P3 (Medium Incident) Single Function failure Impacting a single area. Software 2 days week Software within 2 weeks Reliability expectations and % Up Time targets based on previous 12 months operation Uniware data centre services for the previous 12 months has shown a 99.95% available uptime. Our target uptime is 100%. We operate a diverse routing for internet traffic and dark fibres between our datacentres. System uptimes via our monitoring can be supplied on request for all services. Back Up process and regularity There are a number of backup schedules that occur within our systems; a. A full backup of the sql data using Symantec Backup Exec is taken every Sunday with a differential backup taken every hour, this data is stored on a server remote from the hardware and is securely housed in our Datacentre. 4
b. A data snapshot is taken at the hardware level on our San every 5 minutes, this is locally stored on the device and can be made visible for recovery at any point. c. A data snapshot of the SAN is replicated to our backup san in our secondary Datacentre every 5 minutes, this not only provides offsite backup but our disaster recovery model Planned maintenance Planned maintenance occurs out of business hours 07.00 to 19.00 Monday to Friday. Normally these operations have no effect on Customer operations. In the unlikely event of a planned outage we place notification on our IUMIS and Upay websites 2 weeks in advance of the planned outage. We operate a website livestatus.co.uk which displays Uniware server status at all times. Out of Hours cover Out of hours we provide emergency cover via a mobile service. All data centre services are monitored 24/7 at the data centre and software provides email alerts for any irregular activities. How are the data centre services provided The Custodian data centre is an ISO 27000 accredited centre with 24/7 manned services provided by Custodian. Uniware take responsibility for all works at the data centre with regard to servers and software configurations. Custodian provide power, rack space and internet services to Uniware. Custodian SLA is attached. 5
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Signed for and on behalf of the Customer by a duly authorised signatory: Signed for and on behalf of Uniware Systems Limited by a duly authorised signatory: Name Position Signed Date Name Mike Brand Position Managing Director Signed Dated 7