IT-485 Milestone 2 SLA





IT-485 Milestone 2 SLA

Service Agreement

Service scope as guaranteed in this Service Level Agreement is provided as:

  1. Provision of call center services
  2. Providing manned telephone related services
  • Monitoring of email support and services
  1. Provision of remote assistance using both virtual private Network and Remote Desktop
  2. Emergency Onsite or planned assistance (with application of additional costs)
  3. Monthly checks for the entire system

Customer Requirements

  1. Payments should be made for all the scopes of support with the agreed intervals for support services
  2. Customer representatives should be reasonably available in resolution of conflicts in service related incidents or upon request for services.

Service Provider Requirements

The responsibilities for the service provider as given in the agreement are:

  1. The response times that are associated with service related events and incidents
  2. Ensuring appropriate notification to the client of all respective maintenance

Service Management

This will be achieved by ensuring consistency of services in terms of provision of support for all call center services. This is in support of all roles, responsibilities and duties provided in this agreement.

Service Availability

The service coverage in this agreement ensures effective provision of in-scope services to maintain consistent services for the clients. They support services include:

  1. Telephone support 24 hours seven days a week (Monday- Sunday)
  2. Email support
  3. Online Assistance is guaranteed in 72 hours during business house Monday to Friday



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