Agreements Terms and Conditions

(CCA/PCCA) (Phone) Customer Care Agreement Terms and Conditions

Teltech (Authorised Dealer) agrees to provide and the Customer agrees to accept Maintenance Service provided by the Dealer for the Equipment on the terms and conditions contained in this Agreement.

  1. DEFINITIONS & INTERPRETATION

1.1 Definitions

In this Agreement, unless the context otherwise necessarily requires:

(a) “Commencement Date” means the date of commencement of the commencement of the Agreement by the dealer noted as such in the Schedule or where no Commencement Date is given, the date of execution of the Agreement.

(b) “Environmental Requirements” means the specific operating conditions given for the Equipment or part thereof in the Schedule.

(c) “Equipment” means the equipment described in the Schedule and any additions or variations thereto agreed between the parties.

(d) “Maintenance Charge” means any charge which may be made by the Dealer and which the Customer must pay, pursuant to clause 5;

(e) “Maintenance Period” means the working day period during which Maintenance Service will be provided, being between 8.30am and 5.00pm., Monday to Friday inclusive, but excluding Public Holidays observed at the Site where the Equipment is installed or such other period as provided for in the Schedule;

(f) “Maintenance Service” means the supply of parts, labour and materials by the Dealer to ensure that the Equipment is at all times maintained in good working order and capable of operation in accordance with its relevant manufacturer specification and includes:

  1. i) servicing of the Equipment in accordance with the Manufacturer’s recommended service instructions: and
  2. ii) such other additional duties as the Customer may nominate from the options set out in the Schedule to this Agreement, but does not include reasonable travel and living expenses incurred by the Dealer for the provision of maintenance in an area beyond a radius of 40 kilometres from the Dealer’s service centre

(g) “Major fault” means the fault types identified as a major fault in the Schedule;

(h) “Minor Fault” means the fault types identified as a minor fault in the Schedule

(i) “Response Time” means the time stipulated as a Response Time in the Schedule within the Dealer must respond to a customer’s fault reporting call, provided the Equipment is installed at a site not more than 40 kilometres from the nearest Dealer‘s service centre;

(j) “Site” means the location of the Equipment as specified in the Schedule or such other location as the Dealer may agree.

1.2 Interpretation

In this Agreement, unless the context otherwise necessarily requires:

(a) words importing the singular include the plural and vice versa words importing a gender include all other genders;(b) where a word or phrase is given a particular meaning, other parts of speech or grammatical forms of that word or phrase will have corresponding meanings;

(c) a reference to a party for this Agreement or any other document or Agreement includes it’s successors and permitted assigns:

(d) paragraph headings are for reference purposes only and will not affect the interpretation of this Agreement;

(e) a reference to a Clause, Sub-clause, Paragraph, Sub-paragraph or Schedule of this Agreement.

 

  1. TERM OF AGREEMENT

2.1 This Agreement comes into effect on the Commencement Date and shall continue for the period specified in the Schedule.

2.2 At the expiration of the term as contemplated by Clause 2.1, this Agreement will automatically continue subject to the same terms & conditions, until terminated by either party giving, to the other, sixty (60) days written notice to terminate the Agreement.

  1. MAINTENANCE SERVICE

Subject to, and in consideration for payment of Maintenance Charges to the Dealer by the Customer, the Dealer must, at the Customer’s request and within the relevant Response Time, provide the Customer with Maintenance Services during the Maintenance Period.

  1. EXCLUDED ITEMS

The Customer acknowledges that Maintenance Services do not include the following items:

(a) services connected with relocation of the Equipment, the addition or removal of accessories,

attachments or other devices;

(b) repair of any Equipment not specified in the Schedule;

(c) repair or replacement of any battery back-up associated with the Equipment;

(d) repair of any malfunction or damage whatsoever caused, in the Dealer’s opinion, by incorrect operation of the Equipment or from the Customer’s (or it’s servants or agents) misuse of the Equipment or failure to observe and operate the Equipment in accordance with the Dealer’s or manufacturers’ published written instructions, or by the Customer’s failure to perform it’s obligations pursuant to Clause 6; or

(e) repair of any malfunction or damage whatsoever caused to the Equipment by war, fire, flood or any Act of God.

  1. MAINTENANCE CHARGE

5.1 In consideration for the provision of Maintenance Services, the Customer must pay to the Dealer an annual maintenance fee, which fee will be, for the first year, the amount set out as the annual fee in the Schedule. Thereafter, the annual fee will be the amount nominated in writing by the Dealer, not less than sixty (60) days prior to the commencement of each twelve (12) month period of the Agreement.

5.2 Notwithstanding Sub-clause 5.1, the Dealer may charge the customer for maintenance provided by the Dealer in excess of the Maintenance Services or for the provision of Maintenance Services expressly required by the Customer outside Maintenance Period (‘the additional maintenance”) at the standard rates or rates charged by the Dealer at the time the additional maintenance was provided.

5.3 The Customer must pay the annual maintenance fee charged under Sub-clause 5.1 or the fee for additional maintenance charged under Sub-clause 5.2 within thirty (30) days from the receipt of invoice for payment of the relevant amount from the Dealer.

5.4 The Customer acknowledges that Maintenance Services do not include reasonable travel and living expenses incurred by the Dealer for the provision of Maintenance in an area beyond a radius of 40 kilometres from the Dealers service centre, which expenses must be borne by the Customer.

 

  1. CUSTOMER RESPONSIBILITIES

6.1 During the Agreement, the Customer must:

(a) allow the Dealer, it’s servants and agents, full, free and safe access to the Equipment and all relevant documentation to enable the Dealer to fulfil its obligations pursuant to this Agreement:

(b) immediately notify the Dealer of any malfunction of the Equipment;

(c) operate the Equipment in the manner for which it is designed and maintain, to the best of it’s ability Environment Requirements as specified in the Schedule or otherwise by the Dealer from time to time;

(d) provide adequate assistance to enable the Dealer to fulfil its obligations pursuant to this Agreement

(e) not, without the prior written consent of the Dealer, allow any adjustments modifications, alterations, repairs or servicing, to the Equipment to be carried out by a person other than authorised Dealer personnel and;

(f) not without prior written consent of the Dealer move, alter, modify, add to, detach from or attach to the Equipment any other items.

6.2 The Customer acknowledges that if the Dealer’s consent is given pursuant to this Clause, the Dealer may revise the annual maintenance fee payable by the Customer as a condition for giving its consent.

 

  1. TERMINATION

7.1 If either party ceases to perform or fails to comply with any of the terms and conditions of the Agreement and such failure is not remedied within thirty (30) days of receipt of written notice thereof, then the other party may, without prejudice to any other rights which may exist, terminate this Agreement without further liability to the other party.

7.2 The Dealer may terminate this Agreement at any time upon giving three (3) months written notice if the Dealer is of the opinion that the Equipment cannot be maintained in proper working order and has so advised the Customer in writing.

7.3 Early Termination Charges (ETC’s) apply and are charged at 50% of the original monthly fee multiples by the number of months remaining between the early termination date and the original contract end date.

  1. CUSTOMER’S WARRANTY

The customer warrants that the Equipment is in good working condition and fully operational as at the Commencement Date or if added to the Equipment inventory later, as at the date of addition.

  1. DEALER’S WARRANTY

The Dealer warrants that it will perform it’s obligations pursuant to this Agreement in a proper and workmanlike manner to a standard generally acceptable with the industry.

  1. LIABILITY OF THE DEALER

10.1 The Dealer shall not be liable to the Customer for any loss occasioned by the Dealer’s failure to observe the terms and conditions of this Agreement, if such failure or delay is occasioned by any cause beyond the Dealer’s reasonable control including without limiting the generality of the foregoing, war, fire, strike, lock out, delay in transport, break down in machinery, restriction or prohibition by any Government or semi-Government authority or embargo.

10.2 Except as expressly provided to the contrary in this Agreement or so far is permitted by law, all terms, conditions, warranties, undertakings, inducements or representations whether express, implied, statutory or otherwise, relating in any way to this Agreement are excluded from this Agreement. Without limiting the generality of the preceding sentence, the Dealer will not be liable to the Customer for any loss or damage (including consequential loss or damage) howsoever caused, which may be suffered or incurred, or which may arise, directly or indirectly, in the respect of the failure or omission on the part of the Dealer to comply with its obligations under this Agreement.

10.3 Where any Act of Parliament which cannot be excluded, implies in this Agreement, any term, condition or warranty and such Act avoids or prohibits provisions in an Agreement excluding or modifying the application of, or exercise of, or liability under such term, condition or warranty, such term, condition or warranty shall be deemed to be included in this Agreement. However, the liability of the Dealer for any breach of such term, condition or warranty shall be limited, at the option of the Dealer, to any one or more of the following: In the breach relates to goods supplied:

(a) the replacement of the goods; or

(b) the supply of equivalent goods; or

(c) payment of the cost of replacing such goods; or

(d) payment of the cost of acquiring equivalent goods; or

(e) the repair of the goods; or

(f) payment of the cost of having the goods repaired.

If the breach relates to services supplied:

(a) the supplying of such services again; or

(b) the payment of the cost of having such services supplied again.

  1. ASSIGNMENT

The Customer must not assign, transfer or otherwise dispose of it’s rights or obligations under this agreement to any other person, firm or company other than with the prior written consent of the Dealer (which consent will not be unreasonably withheld).

  1. WAIVER

Any failure by the Dealer to require strict performance by the Customer or any waiver by the Dealer of any provision herein shall not be construed as a consent or waiver of any other breach of the same or any other provision.

  1. SEVERABILITY

If any provision of this Agreement is held invalid, unenforceable or illegal for any reason, but is capable of being read down, it shall be read down to the extent necessary to render it binding and enforceable. If it is not capable of being so read down, then such word or words or if required the whole provision, shall thereupon be severed and the remainder of this Agreement shall otherwise remain in full force and effect.

  1. ENTIRE AGREEMENT

The Agreement and the Schedule incorporated herein constitutes the whole of the Agreement and understanding between the Dealer and the Customer. Any additions or modifications hereto shall be made in writing and shall only be effective if signed by the duly authorised signatories of the parties.

  1. GOVERNING LAW

This Agreement is to be governed by the law of the State or Territory in which the Equipment is installed and the parties each submit to the jurisdiction of the Courts exercising jurisdiction in that State or Territory and on appeal from those courts in respect of claims, proceedings and matters arising out of respect of this Agreement.

(SLA) Service Level Agreement Terms and Conditions

1.0 PURPOSE

The purpose of this Service Level Agreement (SLA) is to list the services provided by Teltech ICT and to detail the levels of service and support that Teltech will strive to provide within its capacity and resource allocation.

1.1 CLIENT FOCUS

A primary focus on client services is fundamental to Teltech’s operations. TELTECH ICT is also committed to the research and development of new and innovative technologies that can be incorporated into existing systems or can be used for the creation of new facilities. We will continually review the performance of its services to ensure it meets the demands of its clients.

2.0 SLA SCOPE

Inclusions:

This Service Level Agreement (SLA) defines services provided by Teltech ICT for premium levels of information technology and communication support as defined in Appendix A and B of this document.

Within the scope of this agreement, services are divided into functional areas, each of the functional areas are detailed below.

These areas are only applicable to the client if selected in Appendix A.

General IT Services

  • Provide and maintain infrastructure documentation
  • Maintain log of site visits and associated activities performed

Helpdesk

During designated operating hours Help Desk will provide a single point of contact for all matters.

  • Manage user enquiries and take ownership of problems as they are reported and record in the Helpdesk
  • Answer and attend to all calls, requests and enquiries by telephone or email promptly.
  • Manage all requests that are logged in the Helpdesk
  • Escalate calls that have not been responded to in appropriate time according to the escalation process detailed in section ‘7.0 Escalation Procedures’ of this
  • Interact with clients so as to co-ordinate solutions to their requests and
  • Provide First level support of general enquiries and problems that are reported to the Help
  • Provide advice and support to general
  • As soon as practice, provide advice when service activity falls outside of SLA scope and is fee for service

Asset Management

Capture physical asset data, track all hardware and software assets, and keep the asset inventory current. 

Cyber Awareness & Training

Take control of employee cyber risk with automated Human Risk Management (HRM)—the next generation of user-focused security that helps you measure, reduce, and monitor threats with ease.

IT Auditing & Reporting

Custom reporting built and designed around the architecture of the customers network and products on an agreed timeframe (monthly). 

SaaS Protection

  • Datto SaaS Protection is a cloud-to-cloud backup solution that offers comprehensive backup and recovery for critical cloud data in Microsoft 365 and Google Workspace. It is designed specifically to protect SaaS data efficiently and manage client data retention, licenses, and cost.
  • SaaS Protection protects against permanent data loss and allows ISPs to easily recover clients’ data following a ransomware attack with 3x daily, point in-time backups.
  • Backups are stored securely in the Datto Cloud with files, folders, settings, and permissions intact for fast restores  whether you need to restore a single item or an entire user account.

Anti-Virus & Malware protection

  • This centrally managed console gives you comprehensive protection for your workstations and servers (physical or virtual) and keeps you informed on the risk factors by discovering and prioritising (risky OS and software misconfigurations) threats.
  • Gravity Zone Business Security blends machine learning and heuristics with signatures and other techniques to offer protection against all types of malwares, plus threats such as phishing, ransomware, exploits and zero- days.

Datto RMM (Remote Monitoring & Management)

  • An RMM will save your business money because it cuts down costly help desk calls. It will alert your IT support to potential crisis so they can be fixed before they impact the business operations. When used in house, the RMM monitoring software will avert system failure and reduce the number of IT support staff that you need & especially if you have a multi-site operation
  • Real-time monitoring and alerts management
  • IT automation and scripting
  • Patch management functions
  • Reporting and analytics
  • This package of functions covers all your monitoring and management needs.

BCDR \ Backup Continuity & Disaster Recovery (OPTIONAL – Subscription Required)

Eliminate data loss and help your clients get their employees back up and running quickly with Datto Cloud Continuity for Servers & PCs. This reliable, image- based, all-in-one BCDR solution provides backup direct to the Datto Cloud, screenshot verification, and multiple layers of recovery capabilities including Bare Metal Restore, Rapid Rollback, and File\Folder Recovery. In the event of a lost or stolen PC, ransomware attack, or other disaster, we can quickly and easily get you up and running, exactly as they had been before.

  • Whether it’s because of a ransomware attack, lost or stolen device, or accidental deletion of a file, you can now confidently offer clients a solution not only for the protection of endpoint business data on their current Microsoft Supported Windows system devices, but also for streamlined recovery of the entire device configuration, setup, and
  • Recover individual files and folders
  • Rollback from ransomware attacks
  • Restore lost or stolen PCs 

24/7 Support

A dedicated contact number will be available to provide Level 1, Level 2 and Critical Support.

For non-urgent requests, please use our Ticketing System.

Graphus

Graphus is a cloud-native, AI-driven email security solution designed to protect businesses from phishing, malware, and other cyber threats. It uses advanced algorithms and automated analysis to detect and block suspicious emails before they reach users.

Graphus is ideal for businesses seeking a simple yet effective way to enhance email security, reduce risks, and safeguard sensitive data. It integrates seamlessly with platforms like Microsoft 365 and Google Workspace.

Dark Web Monitoring

Dark web monitoring is a cybersecurity service that continuously scans the hidden parts of the internet, where cybercriminals trade stolen data.

By identifying threats early, dark web monitoring allows for proactive measures to secure accounts and prevent data breaches. Many services offer alerts and recommendations when sensitive information is found.

Managed Hardware

As per Appendix A all managed hardware inclusions.

Custom Agreements

Refer to Appendix A.

Server & Desktop Maintenance

  • Perform maintenance for supported software, as required.
  • Plan, as required within licensing agreements, software product version, release and maintenance levels to ensure software integrity, software and hardware compatibility, and the availability of applications.
  • Participate in advance testing for major system upgrades.
  • Perform software upgrades for the servers as required.
  • Perform minor changes, drivers, etc. as required.
  • Resolve software problems and have system up and running within designated timeframe.
  • Restore system files to standard configuration.
  • Restore data files and/or folder structures to the last un-corrupted copy from the client’s backup strategy.
  • Complete Monthly site visits, conducting the following health checks

View and monitor Event Logs

  • Check Free Disk Space, memory utilisation and visual Inspection of RAID and Disk
  • Check Hard Disk Health
  • Check Processor, Memory & PageFile utilisation
  • Check Required Patches/Service Packs and schedule a time to be applied
  • Check Time Synchronisation
  • Check anti-virus updates and operating system patch levels

Server \ Desktop BreakFix

  • Manage hardware failures
  • Work with hardware vendors to coordinate the resolution of issues due to hardware failure. Note, service is underpinned by vendor service response times and warranty
  • Diagnose and resolve problems with server services. Server may have to be restored to standard configuration at the discretion of the technician.

Network Support WAN/Network availability

  • Maintain office local area network connectivity.
  • Network Monitoring and tracking: monitoring of manageable network elements (i.e. routers, LAN switches, bridges, and facilities
  • Perform network tuning and performance monitoring to optimise resource consumption.
  • Maintain LAN in good operating condition so standard/normal client activities can take place within defined time frames.

Data Cabling Services (as required ADHOC)

Coordinate installation of data cabling within buildings to meet standards. Coordinate installation of fiber optic cabling between buildings to meet standards. 

Applications Support: Basic

  • Only applications listed in Appendix A are supported under this Service level agreement.
  • Respond to ad hoc queries and questions relating to the use of the application.
  • Collaborate with vendors to resolve application defects.
  • Provide ongoing management, tracking, escalation, resolution and reporting of application problems, integrated with help desk activities.
  • Create new users and grant permission levels for application as requested.
  • Perform upgrades of application software and introduction of new technology as recommended by vendors and underpinned by licensing agreements
  • Ensure system conformance to naming/operational conventions.
  • Deployment of enhancements to the application.

e.g. Printer drivers, Standard Windows Applications (does not include 3rd party software with custom support requirements.)

Exclusions:

This SLA does not apply to:

  • Services provided by external ICT contractors
  • Equipment and/or software not owned, leased or licensed by the client.
  • Equipment that is no longer covered under Original Manufactures Warranty

A request made by the client that fall outside the scope of this agreement are considered as project work, defined in section 6.2 Level 5 (Project)

3.0 TELTECH’s RESPONSIBILITIES UNDER THIS SLA

Under this SLA, TELTECH ICT will:

  • Track support requests to report on compliance with this SLA;
  • Where possible arrange “out of hours” support by negotiation with the client/requester, on a fee for service basis.
  • Negotiate with supporting vendors as required to resolve complaints or to satisfy requirements of an unusual or abnormal nature;
  • Schedule workloads and staff as required to satisfy requirements and ensure proper handling of all client requests;
  • Minimize the effects of periods of downtime by scheduling maintenance activities during business hours that are suitable both by the client and TELTECH ICT Group
  • Comply with requests identified as being of a critical or emergency nature;
  • Report on compliance with this SLA as determined in Appendix B, under Reporting Cycles.
  • Ensure that notification is issued in advance of routine scheduled maintenance with an estimate of downtime.
  • Send notifications of service outages and anticipated time frames for resumption of service. 

4.0 CLIENTS’ RESPONSIBILITIES UNDER THE SLA

Under this SLA, clients will:

  • Work Co-Operatively with Teltech ICT Staff
  • Ensure that only the Primary, Secondary or authorised SLA contacts submit support requests.
  • Submit all service requests via the Help Desk in a timely manner
  • Provide contact and information for each work request.
  • Provide timely advice to the Helpdesk about any urgent or exceptional events that may require a higher level of service.
  • Alert the Help Desk if they do not believe that an appropriate priority has been assigned to their cases
  • Ensure that all purchases of new hardware and software are compliant with the minimum standards determined by TELTECH ICT, This is also classified as a variation to this agreement, and is subject to section 9.0 Variations.
  • Only use TELTECH ICT to install spare parts supplied by TELTECH ICT under this Agreement and pay TELTECH labour charges at the current rate if not included in this SLA.
  • Accept liability for costs of service or repair not covered by the manufactures warranty, arising from abnormal use such as damage to the equipment from negligent, misuse, use of incompatible materials, interference, invalid service calls, unauthorised repairs, relocation other than by TELTECH ICT. TELTECH ICT will charge for such service or repair at its then current rates for parts and labour.
  • New equipment to be configured inclusive of SLA Agreement.
  • Pay TELTECH ICT all fees and charges in full without any deductions or withholding whatsoever on any account within fourteen (14) days of the invoice date. First month is to be paid up-front upon confirmation of this agreement. The contract initiation is contingent upon the receipt of the first payment. Pro-rata charges will apply until the end of the first month, after which all accounts will be settled prior to the 1st of each month.
  • Not claim against TELTECH ICT for loss of revenue or profits as a result of service interruption or equipment malfunction.
  • Understands Telephone Technologies accepts no liability for loss of revenue or profits as a result of service interruption or equipment malfunction.

4.1 SINGLE POINT OF CONTACT FOR ALL SLA MATTERS

During designated service and support hours the TELTECH ICT Help Desk will provide a single point of contact for all matters associated with this SLA.

4.2 THE PROCESS FOR REQUESTING SUPPORT

Clients can contact the Helpdesk with their support request.  This request is logged into the Help Desk system. The request is given a number, the number is supplied to the client for reference and request follow up. Response time is dependent upon the Service Category assigned to the request at the time it is logged into the Help Desk System. If the Client Service Centre is unable to resolve the request they will assign it to the appropriate work area within the Division.

5.0 SERVICE AND SUPPORT HOURS

Normal Business Hours

Monday to Friday 9am to 5:00 pm. Excluding Public Holidays

Any support calls falling out of these hours are billable at the rates outlined in Appendix B.

Clients may opt for extended support hours, which will increase the monthly commitment.

6.0 PRIORITISATION AND SERVICE RESPONSE TIMES

6.1 SERVICES CATEGORIES

Service Categories define the impact of a problem on the clients business or the client’s ability to perform their duties.

Teltech ICT defines five Service Categories for problems and requests that are raised as summarised below.

Service Category (Critical)

Service Category 2 (High)

Service Category 3 (Medium)

Service Category 4 (Low)

Service Category 5 (Project)

6.2 SERVICES CATEGORIES AND RESPONSE

Level 1 (Critical)

Definition:

This problem causes degradation or limited functionality of a critical system or application (as defined in appendix A) that has the potential for severe impact on the clients ability to perform its business. No alternative or workaround is available to continue business operation.

Typical Examples

  • Severe problem affecting production, demanding immediate attention.
  • Normal service has been disrupted.
  • Major system component inoperative.
  • Total site failure.
  • Multiple client groups impacted.
  • Critical client groups impacted.
  • Potential for loss of revenue.
  • Potential for health and safety issues.
  • A computer virus incident affecting 5 or more users in a period of less than 60 minutes.
  • A Batch job designated as high priority, which fails and is not resolved within the batch window.
  • A significant number of repeated problem occurrences impacting service delivery.
  • Service disruption affecting multiple sites
  • Complete service outage at one site

Client Response and Update times (for client specific requests)

Client is notified by email as soon as the problem is logged onto the Help Desk System.

A call back to the client acknowledging the call will be made from the Responsible Support Officer (RSO) within 60 minutes (within TELTECH Business Hours, see – ‘Service and Support Hours’), and according to individual arrangements at all other times).

Client receives a status report within the first hour and every hour; where possible, during business hours.

Problems that cannot be resolved within 15 minutes

An initial problem notification will be directed to the designated client contact. Status updates will be emailed to the designated client contact every hour until the problem is resolved. Upon resolution a closure notification will be emailed to the designated client contact. Follow up emails and notices will be sent as deemed necessary by TELTECH.

Problems that are resolved within 15 minutes

A single notification/closure will be emailed to the designated client contact after the problem has been resolved. Follow up emails and notices will be sent as deemed necessary by TELTECH.

Resolution Times

90% of all problems and faults resolved within 1 working day

Level 2 (High)

Definition

This problem has no immediate impact on the client’s ability to perform its business. The system or application (as defined in appendix A) may still function. An alternative or workaround is available to continue business operation.

Typical Examples

  • Partial Loss of Critical Business Function during normal business hours.
  • System operating with severe limitation.
  • Business Unit unable to perform any function.
  • Entire client group impacted.
  • Critical client group impacted.
  • Potential for revenue loss.
  • Partial loss of functionality.
  • Persistent service degradation (e.g., unacceptably slow response times).
  • An unscheduled incident that causes a non-Critical System to be unavailable to one or more users.
  • A Batch job which requires a call for technical support and is not resolved within the batch window.

Client Response and Update times (for client specific requests)

Client is notified by email as soon as the problem is logged onto the Help Desk System.

A call back to the client acknowledging the page or call will be made from the Responsible Support Officer (RSO) within 90 minutes (within TELTECH Business Hours, see – ‘Service and Support Hours’), and according to individual arrangements at all other times).

Client receives a status report within three hours, and at the end of every business day.

Problems that cannot be resolved within 15 minutes

An initial problem notification will be emailed to the designated client contact. Status updates will be emailed to the designated client contact 1 hour until the problem is resolved. Upon resolution a closure notification will be emailed to the designated client contact. Follow up emails and notices will be sent as deemed necessary by TELTECH.

Problems that are resolved within 15 minutes

A single notification/closure will be emailed to the designated client contact after the problem has been resolved. Follow up emails and notices will be sent as deemed necessary by TELTECH.

Resolution Times

90% of all problems and faults resolved within 2 working days

Level 3 (Medium)

Definition

This problem has no immediate impact on the client’s ability to perform its business. The system or application may still function. An alternative or workaround is available to continue business operation.

Typical Examples

  • Problem has low to moderate business impact.
  • Business Unit able to function with reduced capacity or function.
  • Non critical client group impacted.
  • Minimal impact system availability to the client.
  • Non critical client group impacted.
  • Minimal potential for revenue loss.
  • A virus incident affecting less than five users.
  • All other Batch job failures.

Client Response and Update times (for client specific requests)

Client is notified by email as soon as the problem is logged onto the Help Desk System.

The Responsible Support Officer (RSO) will respond Next Business Day. Client receives a status report within 2 business days.

User Notifications and updates (for downtimes and outages)

Downtime & outages where users need to be notified are allocated a High or Critical category

Resolution Times

90% of all problems and faults resolved within 4 working days

Level 4 (Low)

Definition

Means that the system or application can function normally as long as an alternative or workaround exists.

Typical Examples

  • Problem has low to minimal business impact.
  • Business Unit able to function normally – some individuals impacted.
  • No impact to system availability to critical clients.
  • Non critical client group impacted.
  • No potential for revenue loss.
  • A request for a move, addition or change to the desktop PC, printer, or telephone.
  • A request to provide an authorised user ID for an information system.

Client Response and Update times (for client specific requests)

Client is notified by email as soon as the problem is logged onto the Help Desk System User will receive a notification via email once the job has been resolved. User Notifications and updates (for downtimes and outages). Downtime & outages where users need to be notified are allocated a High or Critical category

Resolution Times

90% of all problems and faults resolved within 8 working days.

Level 5 (Project)

Definition

Work undertaken by TELTECH which is in the nature of a project. Project in this context usually means that the work or request is either ongoing in nature, does not have a defined finalisation date, involves multiple staff or workgroups.

Projects fall outside the scope of this agreement and are “fee-for-service”

Typical Examples

  • Provision and re-location of services for staff associated with a new buildings or major renovations.
  • Installation and/or set up of equipment
  • Installation, configuration, testing and deployment of new corporate application on central servers and desktop computers

Client Response and Update times (for client specific requests)

Client is notified by email as soon as the problem/project is logged onto the Help Desk System.

Update and status notifications will be negotiated with the client.

User Notifications and updates (for downtimes and outages)

Downtime & outages where users need to be notified are allocated a High or Critical category

Resolution Times

Resolution times and completion dates for all problems, faults and projects within this category will be negotiated with the client.

7.0 ESCALATION PROCESS

The Escalation process is the means by which clients and TELTECH ICT can escalate the problem already raised in the helpdesk system in the event that either the time to respond or the time to resolve is considered unacceptable.

If for some reason the incident/problem is not responded to within the Client Response and Update times or not resolved within the stated resolution time and no extended resolution time has been negotiated for the assigned Service Category the client is entitled to register a complaint using the TELTECH ICT complaint form. This form is then emailed to helpdesk manager’s attention for review and taking of Corrective Action.

8.0 DISPUTE RESOLUTION

Any concerns should be raised at the review meetings, or by contacting the TELTECH ICT Manager, by filling in a dispute resolution form.

Should TELTECH ICT fail to meet the agreed service targets and have not provided the client with a reasonable explanation for doing so, then the dispute resolution form must be filled in and submitted to the TELTECH ICT Manager.

After submission is received, the Dispute Resolution Process is engaged.

If a complaint or dispute cannot be resolved by negotiation between the parties, using the Dispute Resolution Process (with a third party mediator), then advice and assistance is to be sought from the TELTECH ICT Director and Client Company Director.

9.0 VARIATIONS

Alterations to this agreement may be made only after consultations with, and consent from the Primary SLA Contact and the TELTECH ICT Manager.

Requests must be made in writing and adequate time allowed for implementation.

Variations fall outside the scope of this agreement and can attract “fee- for-service” and will alter your monthly commitment.

9.1 REVIEW AND REVISION OF THE SLA

The levels of service expressed in this agreement are influenced by resource allocation within TELTECH ICT Group and budgetary considerations. Hence, from time-to-time service levels may need to be reviewed and changed by TELTECH ICT, particularly where there is a significant change in resource allocation (positive or negative) and/or support needs change. Where there is a need to change any part of the SLA, clients will be advised accordingly.

The entire SLA will be reviewed annually in conjunction with clients at the annual review meeting.

TELTECH can also attend the annual Budget meetings to discuss future and capacity planning requirements and associated costs, this is “fee- for-service”.

The standing agenda items will be:

  • Review the quality service level results.
  • Review the service delivery process.
  • Discuss possible improvements in the process.
  • Review the status of outstanding complaints.
  • Review accolades.
  • Discuss possible improvements to the service levels.
  • Discuss current and future projects and variations

9.2 EARLY TERMINATION

If for any reason the client wishes to terminate this agreement, the client must provide written notice.

The client will notify TELTECH ICT sixty (60) days in advance of the Early Termination Date.

Early Termination Charges (ETC) apply, and are charged at 50% of the original monthly fee multiplied by the amount of months remaining between the early termination date and the original contract end date, as specified in Appendix B.

i.e. 3 months are remaining on your contract after the early termination date, and the monthly charge is $500, so the ETC in this scenario will we calculated as follows:

3months x $500 = $1500 – 50% = $750.0
Term of Agreement: 36 Months

9.3 SIGNATURES – ACCEPTANCE

The customer acknowledges that they have read, understands and accepts the terms of this agreement and the attached Appendixes.

APPENDIX A – FUNCTIONAL AREAS & RESPONSIBILITIES INCLUSIONS

Charges and Rates:

(These are our standard rates of charge for your reference only, any works that fall outside this Service Level Agreement (SLA) will be issued a formal quotation and scope of works agreed upon by both parties before billable works commence)

(MSA) Managed Service Agreement Terms and Conditions

1.0 PURPOSE

The purpose of this TrakVisit Managed Service Agreement (MSA) is to list the services provided by Teltech ICT and detail the levels of service and support that Teltech will strive to provide within its capacity and resource allocation.

1.1 CLIENT FOCUS

A primary focus on client services is fundamental to Teltech’s operations. TELTECH ICT is also committed to the research and development of new and innovative technologies that can be incorporated into existing systems or can be used for the creation of new facilities. We will continually review the performance of its services to ensure it meets the demands of its clients.

2.0 MANAGED SERVICES AGREEMENT (MSA) SCOPE

Inclusions:

This MSA defines services provided by Teltech ICT for premium levels of information technology and communication support as defined in Appendix A and B of this document.

Within the scope of this agreement, services are divided into functional areas, each of the functional areas is detailed below.  These areas are only applicable to the client if selected in Appendix A

General Services

  • Provide and maintain infrastructure documentation
  • Maintain a log of site visits and associated activities performed

Helpdesk

  • During designated operating hours Help Desk will provide a single point of contact for all
  • Manage user enquiries as reported and record them in the Helpdesk Ticketing System.
  • Answer and attend to all calls, requests and enquiries by telephone or email.
  • Manage all requests that are logged in the Helpdesk
  • Provide First level support for general enquiries and problems that are reported to the Help
  • Interact with clients to coordinate solutions to their requests.
  • Provide advice and guidance to general
  • Advise when service activity falls outside of MSA scope and is classified as fee for service.

Asset Management

  • Capture physical asset data, track all hardware and software assets, and keep the asset inventory

Preventative Maintenance

  • Perform maintenance for supported software and hardware.
  • Record licensing agreements, software product version releases and maintenance levels to ensure software integrity, software and hardware compatibility and the availability of applications.
  • Participate in advance testing for upgrades
  • Perform software upgrades as required.
  • Perform minor changes, drivers, etc. as required.
  • Resolve software problems within a designated timeframe.
  • Restore system files to standard configuration.
  • Restore data files and/or folder structures to the last un-corrupted copy from the client’s backup strategy.
  • Keep licencing renewals accurate and up to date.

Break Fix

  • Manage hardware failures
  • Diagnose and resolve problems with services. Restore to the standard configuration at the discretion of the technician.
  • Work with hardware vendors to coordinate the resolution of issues due to hardware failure.
  • Note: Service is underpinned by vendor service response time and warranty.

Applications Support

  • Only applications listed in Appendix A are supported under this MSA.
  • Respond to ad-hoc queries and questions relating to the use of the application.
  • Collaborate with vendors to resolve application defects.
  • Provide ongoing management, tracking, escalation, resolution and reporting of application problems, integrated with help desk activities.
  • Perform upgrades of application software and introduction of new technology as recommended by vendors and underpinned by licensing agreements.
  • Ensure system conformance to naming/operational conventions.
  • Deployment of enhancements to the application.

Exclusions

This MSA does not apply to:

  • Services provided by external ICT contractors.
  • Equipment and/or software not owned, leased or licensed by the client.
  • Equipment that is no longer covered under the Original Manufacturer’s Warranty.

Requests made by the client that fall outside the scope of this agreement are considered project/ad-hoc service work.

3.0 TELTECH’S RESPONSIBILITIES UNDER THIS MSA

Under this MSA, Teltech ICT will:

  • Track support requests to report on compliance with this MSA.
  • Where possible arrange “out-of-hours” support by negotiation with the client/requester, on a fee-for-service basis.
  • Negotiate with supporting vendors as required to resolve complaints or to satisfy requirements of an unusual or abnormal nature.
  • Schedule workloads and staff as required to satisfy requirements and ensure proper handling of all client requests.
  • Minimise the effects of periods of downtime by scheduling maintenance activities during business hours that are suitable to both the client and Teltech ICT Group.
  • Comply with requests identified as being of a critical emergency nature.
  • Ensure that notification is issued in advance of routing scheduled maintenance with an estimate of downtime.

4.0 CLIENTS’ RESPONSIBILITIES UNDER THIS MSA

Under this MSA, clients will:

  • Work cooperatively with Teltech ICT Staff
  • Ensure that only the Primary, Secondary or authorised MSA Contact submits support requests.
  • Submit all service requests via the Helpdesk through the nominated support email address or Ticket Portal in a timely manner.
  • Provide contact information for each work request.
  • Provide timely advice to the Helpdesk about any urgent or exceptional events that may require a higher level of service.
  • Only use Teltech ICT to install spare parts supplied by Teltech ICT under this Agreement and pay Teltech labour charges at the current rate if not included in this MSA.
  • Accept liability for costs of service or repair not covered by the manufacturer’s warranty, arising from abnormal use such as damage to the equipment from negligent misuse, use of incompatible materials, interference, invalid service calls, unauthorised repairs, and relocation other than by Teltech ICT. Teltech ICT will charge for such service or repair at its then-current rates for parts and labour.
  • Pay Teltech ICT all fees and charges in full without any deductions or withholding whatsoever on any account within seven (7) days of the invoice date.
  • Not claim against Teltech ICT or loss of revenue or profits as a result of service interruption or equipment malfunction.
  • Understands Teltech ICT accepts no liability for loss of revenue or profits as a result of service interruption or equipment malfunction.

4.1 SINGLE POINT OF CONTACT FOR ALL MSA MATTERS

During designated service and support hours, the Teltech ICT Helpdesk will provide a single point of contact for all matters associated with this MSA.

4.2 THE PROCESS FOR REQUESTING SUPPORT

Clients can contact the Helpdesk with their support requests.

  • This request is logged via the Helpdesk Ticketing Portal.
  • The requestor is provided with a ticket number for reference and request follow-up.
  • Response time is dependent upon the Service Category assigned to the request at the time it is logged in the Helpdesk.
  • If Level 1 Support is unable to resolve the request, they will assign it to Level 2 Support to investigate.

5.0 SERVICE AND SUPPORT HOURS

Normal Business Hours: Monday to Friday 8:30 am to 5:00 pm.  Excluding Public Holidays.  Any support calls falling out of these hours are billable at the rates outlined in Appendix B.  Clients may opt for extended support hours, which will increase the monthly commitment.

The client is notified by email as soon as the problem is logged in to the Helpdesk System.  The user will receive a notification via email once the job has been resolved.  Downtime & outages where users need to be notified are allocated a High or Critical Category.

Resolution Times

90% of all problems and faults are resolved within five (5) working days.

6.0 VARIATIONS

Alterations to this agreement may be made only with consultation, and consent from the Primary MSA Contact and the Teltech ICT Manager.

Requests must be made in writing and adequate time allowed for implementation.

Variations fall outside the scope of this agreement and can attract “fee-for-service” and will alter your monthly commitment.

6.1 REVIEW AND REVISION OF THE MSA

The levels of service expressed in this agreement are influenced by resource allocation within the Teltech ICT Group and budgetary considerations.  Hence, from time-to-time service levels may need to be reviewed and changed by Teltech ICT, particularly where there is a significant change in resource allocation and/or support needs change.  Where there is a need to change any part of the MSA, clients will be advised accordingly.

The entire MSA will be reviewed annually in conjunction with the clients at the annual review/meeting.

The standing agenda items include:

  • Review the quality service level results.
  • Review the service delivery process.
  • Discuss possible improvements in the process.
  • Review the status of outstanding complaints.
  • Review accolades.
  • Discuss possible improvements to the service levels.
  • Discuss current and future projects and variations.

6.2 EARLY TERMINATION

If for any reason the client wishes to terminate this agreement, the client must provide written notice.  The client will notify Teltech ICT sixty (60) days in advance of the Early Termination Date.

Early Termination Charges (ETC) apply and are recharged at 50% of the original monthly fee multiplied by the number of months remaining between the early termination date and the original contract end date, as specified in Appendix B.

i.e. Number of months remaining on your contract after the early termination notification date, multiplied by the monthly charge multiplied by 50%, so the Early Termination charges in this scenario will be calculated as follows:

No of remaining months x $Monthly Fee = Total x 50%

APPENDIX A – FUNCTIONAL AREAS & RESPONSIBILITIES INCLUSIONS

General Software Support Services

  • Asset Management
  • Software Configuration
  • Faults

Hardware Support

  • Maintenance
  • Break Fix
  • Network Support
  • Applications Support

APPENDIX B – SCHEDULED OF CALLOUT AND LABOUR CHARGES

Monthly Commitment:

Service and Support Hours:
Monday to Friday 8:30 am to 5:00 pm, excluding Public Holidays.

Charges and Rates:

(These are our standard rates of charge for your reference only, any works that fall outside this Managed Service Agreement (MSA) will be issued a formal quotation and scope of works agreed upon by both parties before billable works commence)Subject to change without notification