MANAGED IT SERVICES:

SERVICE LEVEL AGREEMENT (SLA)

1. Incident Management
   a. The purpose of the Incident Management process is to ensure that all faults and queries reported to the Service Provider or third-party vendors are managed to minimize the business impact by restoring service as soon as possible in accordance to the SLA.
   
   
2. Issue Severity
   Issues reported are categorized into three (3) tiers:

   1. Severity	Description	Turn-around-time (TAT)
      High	Whole organization is affected.	Within 12 hours.
      Medium	Department or large group of people affected.	1 working day.
      Low	One person or small group of people affected.	3 working days.

3. Support Scope
   • Software Support
     • The Service Provider is responsible of ensuring all software required for Client’s operation on each individual machine operates accordingly.
     • The Service includes operating system and application level installation and troubleshooting.
     • All software licenses are purchased by and belong to the Client.
     • The Service Provider is responsible of ensuring software licenses are managed, updated and renewed.
   • Hardware Support
     • The Service Provider must ensure all deployed machines are functional.
     • The Client is responsible of any additional cost in the event of repair and/or replacement.
     • Repair and/or replacement for machines under warranty will be done by a licensed technician under the Service Provider’s supervision.
   • Network Support
     • The Service Provider must ensure all Ethernet ports are functional.
     • Client is responsible for all charges related to its use of the Internet Service Provider (ISP) subscription to their respective offices.
     • The Service provider monitors and ensures the network speed in all Client offices operate according to subscribed speed at the time of this SLA. Client may request additional bandwidth to improve performance, however the additional cost must be budgeted and paid by the Client.
     • The Service provider must ensure all Wi-Fi networks are active and functional.
     • The Service Provider must make necessary changes and updates to intranet as per Client’s most recent policy.
     • The Service Provider must ensure all network equipment are maintained to optimal condition and make changes for best performance.
     •  The Client is responsible of any cost for maintenance, repair or upgrades in the Client’s offices’ network infrastructur
   • Asset Management
     •  All Client’s machine details including but not limited to purchase details, assignment, warranty, movement and status are recorded on the IT asset list.
     • The Client must communicate any purchase, deployment, movement and/or replacement of machines to the Service Provider.
     • All costs incurred for machine purchases, movement and disposal must be budgeted and paid by the Client.
     • The Service Provider is responsible to monitor and record all Client’s IT asset movements.
     • All machine refreshment and disposal are subject to Client’s discretion.
     • All machines must be disposed as per company policy and Malaysian law.
       
       
4. Support Method
   • On-site Technician.
     • The Service Provider must ensure the presence of an on-site IT support whenever necessary as per scheduled by Client.
     • X sessions of on-site support every month are included in the subscribed respective Managed IT Support for SME packages. Additional on-site support charges are fixed at a flat rate of RM 100.00 per session.
     • The Client is responsible of all floor arrangement and setup.
     • At the event of IT support required at two different venues, Service Provider is allowed to choose based on urgency in coordination with Client.
   • Remote Support
     • Any issues on application level deemed resolvable, a remote session will be attempted. Otherwise, an on-site session will be scheduled.
     • Anydesk is the chosen remote support application and installed on all Client’s
       machine as standard software.
   • Online Ticketing System
     • End-users are required to submit a request and/or report an incident through the
       official ticketing portal as subscribed by the Service Provider.
   • Monitored Email Support
     • Email is used as the official communication medium.
     • The Service Provider must respond to all emails in under one (1) business day.
     • The Service Provider must ensure all mass email blast is vetted and validated by the Client to prevent any miscommunication.