Professional Documents
Culture Documents
Sebata SLA
Sebata SLA
INFORMATION^ND^OMMUNICATI
ONJECHNOLOGJ
ENTERED INTO BY AND BETWEEN
Effective Date:
This document is confidential to the CUSTOMER for the specific purpose to which it refers. It may be disclosed to Board members
and professional advisors assisting the CUSTOMER in respect of the recommendations contained herein. The contents of this
document should not be disclosed to any other person or organisation without the prior consent of SEBATA MUNICIPAL SOLUTIONS
(PTY) LTD
Document Owner:
Version
Version
Date
Description / Revision
Author
Approval
Approver
ICTSUPPORT SLA
Title
Approval Date
Agreement Termination
Approver
Title
Termination Date
TABLE OF CONTENTS
ICTSUPPORT SLA
SECTION
DESCRIPTION
PAGE
1.0
1.1
1.2
1.3
1.4
1.5
INTRODUCTION
Parties to this Agreement
Purpose and Objective
Commencement Date
Duration of the Agreement
Definitions
4
4
4
4
5
5
2.0
2.1
2.2
2.3
2.4
2.5
5
5
7
2.8
2.9
SCOPE OF WORK
Standard Services
Non-standard Services
Service Level Targets: Definitions and Principles
Locations of Service Delivery
Service Availability
Changes to Services
Customer Delays
Fundamental External Constraints
Fundamental non-Sebata Responsibilities
8
10
10
11
12
12
12
3.0
3.1
3.2
3.3
3.4
3.5
3.6
13
13
14
14
15
15
15
4.0
4.1
4.2
4.3
4.4
COMPENSATION
Fees and Payments
Reimbursable Expenses
Invoices
Payment Terms and Interest on Late Payments
16
16
16
17
17
5.0
5.1
5.2
5.3
5.4
5.5
17
17
6.0
6.1
OTHER INFORMATION
3rd (Third) Parties
19
19
2.6
2.7
18
19
19
19
ICTSUPPORT SLA
6.10
Limitations
Suspension
Termination
Disputes and Arbitration
Costs
Vis Major (Force Majeure)
Severability
Domicilium & Notices
Governing Law and Jurisdiction
20
20
20
21
21
21
22
22
23
7.0
GENERAL
24
ANNEXURES
Detailed Scope of Standard Service of the SLA
SEBATA Tariffs
28
41
6.2
6.3
6.4
6.5
6.6
6.7
6.8
6.9
Annexure 1
Annexure 2
ICTSUPPORT SLA
1.0 INTRODUCTION
1.1 Parties to this Agreement
The Parties to this Service Level Agreement (SLA) are:
SEBATA MUNICIPAL SOLUTIONS (PTY) LTD (Hereinafter SEBATA)
And
SIYANCUMA LOCAL MUNICIPALITY
____________________________________(Hereinafter the CUSTOMER)
1.2 Purpose and Objective
The purpose of this Agreement is to set out and outline the:
1.2.1
support services;
1.2.3
1.2.4
Process for requesting the support service in terms of this Agreement by the
CUSTOMER; and
1.2.6
Fees payable for the support services rendered in terms of this Agreement.
ICTSUPPORT SLA
ICT Environment
Contract Termination
Data Protection
ICTSUPPORT SLA
SEBATA shall provide ICT Support Cover to the CUSTOMER to the hours and value indicated
below:
Description
ICT Monthly support
- labour hours only
Hours
288 hrs
p/a
In
Days
3 Days
p/m
Respons
e
Time
1 Day
Monthly
Installment can
be paid (pm)
R 18,000-00
Value p/a
(excluding VAT
R 1778400.00
Network Services
2.1.1.1
2.1.1.2
2.1.1.3
2.1.1.4
2.1.1.5
2.1.1.6
ICTSUPPORT SLA
2.1.2
Core IT Systems
2.1.2.1
2.1.2.2
2.1.2.3
Network printing;
2.1.2.4
Provision of software;
2.1.2.5
2.1.2.6
2.1.3.1
2.1.3.2
2.1.3.3
2.1.3.4
ICT helpdesk;
2.1.3.5
2.1.3.6
Data capture
2.2.1.1
Telephony infrastructure;
2.2.1.2
CUSTOMERs switchboard;
2.2.1.3
handset;
2.2.1.4
2.2.1.5
2.2.1.6
Voicemail;
2.2.1.7
2.2.1.8
2.2.1.9
Support Services
2.2.2.1
Hardware acquisition;
2.2.2.2
2.2.2.3
2.2.2.4
2.2.2.5
systems;
2.2.2.6
2.2.2.7
2.2.2.8
network; and
2.2.2.9
Availability KPIs
Availability is measured seven (7) days a week, twenty four (24) hours a
The scheduled monthly maintenance windows agreed to by the CUSTOMER and SEBATA;
The agreed maintenance windows required for major projects such as system upgrades and
financial year-end processes.
2.3.1.2
be deemed to be available, the following must be operating correctly: the servers and software that
provides critical functionality, as well as other key services upon which these depend.
2.3.1.3
Availability KPIs have been set at 95% for most essential services. This
means that SEBATA commits to no more than 1.5 days of downtime per month (or 18.25 days per
year).
2.3.2
2.3.2.1
service level commitments. It must be understood that they cannot be met 100% of the time; a
more reasonable achievement is 90% (if SEBATA were require to meet KPIs 100% of the time,
they would have to be set at level which would neither be desirable to the CUSTOMER, nor
reflective of the service level actually being achieved most of the time).
2.3.2.2
16H30 on a regular working day, excluding weekends and public holidays. For example an incident
reported at 16H00 on a Friday should be attended by 16H00 the following Monday if the KPI states
that it will be responded to within one (1) working day.
2.3.2.3
These KPIs are measured from the time at which the incident is first
reported with the appropriate SEBATA service point (typically a call logged with the ICT helpdesk)
or system.
2.3.2.4
Resolution tie KPIs are used for service requests and for incidents that
are known and predictable. In other cases, where it is difficult to predict how long it will take to
resolve an unknown problem, response time targets are set instead of resolution time targets.
2.3.2.5
In general, longer resolution times are set for activities which can be
scheduled or planned in advance so that SEBATAs efforts can be focused on failures and crises.
2.3.2.6
These KPIs are set according to priority levels. The overarching principle
Location
Location
Physical Address
Ref / Code
Location
Code/Ref
Coverage
07H30 to 16H30, Monday to Friday
07H30 to 16H30, Monday to Friday
07H30 to 16H30, Monday to Friday
07H30 to 16H30, Monday to Friday
07H30 to 16H30, Monday to Friday
07H30 to 16H30, Monday to Friday
07H30 to 16H30, Monday to Friday
To maximise the availability, stability, security and recoverability of systems and services, SEBATA proposes
a schedule of maintenance windows during which SEBATA will:
2.5.1
2.5.2
2.5.3
reboot servers;
2.5.4
2.5.5
effect reconfigurations.
For the most part, maintenance windows are scheduled from 09H00 to 17H00 every last
_________________(day) of each month.
Request for extended support hours for critical business that occurs during evenings,
weekends and on public holidays will be considered by SEBATA and will be chargeable. Such
requests should be sent in reasonable advance to SEBATA on [email protected].
Should the scope and parameters of work change materially after the signing of this
Agreement, the Parties shall draw up and sign a new Agreement which Agreement shall
cancel and revoke the terms and provisions of this Agreement.
Power outages;
2.8.2
Physical damage, including but not limited to fires, floods and contractors;
2.8.3
Products and services from vendors to which SEBATA is effectively tied in the
short term (Mweb, Telkom, etc) not withstanding SEBATAs best efforts to manage these
relationships and enter into service level agreements and contracts.
2.8.4
Unpredictable and significant changes in activity levels (e.g. ICT Helpdesk calls,
number of email messages sent, number of users for a system, etc) as agreed by SEBATA and the
CUSTOMER.
2.9 Fundamental non-SEBATA Responsibilities
2.9.1
2.9.1.1
End-users must:
Report incidents or log service requests by logging calls with the ICT
2.9.1.3
2.9.1.4
Where services attract a fee, provide fund and cost centre information.
2.9.2 Departments must:
2.9.2.1
2.9.2.2
Ensure that information regarding ICT improvements, changes to business processes, system
maintenance and system problems reaches all users. This information normally comes via emails
sent by SEBATA;
Represent the departments ICT needs at the CUSTOMERs inter-departmental ICT meetings, or
similar forums.
Appoint directory manager who must ensure that staff information (name, telephone number, office
number, etc) contained in the CUSTOMERs directory is accurate and maintained.
NAME
DESIGNATION
NAME
DESIGNATION
For the purpose of this Agreement, the contact person(s) for SEBATA are:
GERRIT DEYZEL
NAME
DYLAN STRYDOM
_______IT MANAGER_________
DESIGNATION
MANAGING DIRECTOR
NAME
DESIGNATION
The person(s) referred to above for the CUSTOMER and for SEBATA shall be regarded as the primary and secondary
contact person(s) respectively for all matters concerning services covered under this Agreement and any substitution of
either person(s) by either Party shall be effected by way of written notice to the other Party.
3.2 Service and Service Levels
SEBATA agrees to provide ICT Support and services to the ICT environment during normal working hours.
The services included in this SLA are those approved jointly by the CUSTOMER and SEBATA as being core ICT support
services. These are defined as essential ICT services that meet all or most of the following criteria:
3.2.1
3.2.2
They are used across the environment of the CUSTOMER and do not require specialised content knowledge;
3.2.3
3.2.4
There is significant and potentially material risk to the CUSTOMER if the standards are not monitored,
3.2.5
For the most part, they are provided to the CUSTOMER in terms of this Agreement, with exceptions as clearly
outlined below.
3.2.6 Accountability of their provision rests with SEBATA, while governance remains with the CUSTOMER.
3.3 Requesting Support
An employee of the CUSTOMER that requires assistance must contact the ICT Helpdesk by calling +27(0)11 218 8080 / 0861 S-E-BA-T-A / 0861 73 22 82 during support hours or by sending an email to [email protected]. The Helpdesk will log and track
every call, and make information about each call readily available for the CUSTOMER in the monthly report.
If the CUSTOMER wishes to escalate calls logged with the Helpdesk, the following person(s) should be contacted in the following
order:
3.3.1
3.3.2
3.3.3
3.4 Communication
SEBATA will communicate information about ICT improvements, changes to business processes, system maintenance and ICT
problems by using one or more of the following methods:
3.4.1
sending an email to the CUSTOMERs emailing list or users of a specific service or system;
3.4.2
3.4.3
3.4.4
changing the information provided upon calling the ICT Helpdesk; and
3.4.5
Service delivery will be reviewed by SEBATA and the CUSTOMER within one (1) month of the
publication of the quarterly reports. The objective is to improve services and review the
appropriateness of service level targets.
3.6 Requesting New Services
This SLA describes the services that would be provided to the CUSTOMER by SEBATA. The
CUSTOMER and / or its various departments may request additional services. These often
attract a fee, and may require the negotiation of a top-up SLA.
The CUSTOMER should contact the ICT helpdesk to log a development request - a request
for SEBATA to consider providing a new service or system (in other words, something not
catered for at present) or to substantially re-design or development an existing service or
system.
4.0 COMPENSATION
4.1 Fees and Payments
The fees payable under this Agreement are calculated on an annual basis, and are payable
monthly and / or annually in advance for each year.
The fees and payments shall escalate annually on the anniversary of this Agreement at the
level of the prevailing CPI from time to time, or 10%, whichever is the higher.
The fees payable can either be paid by cheque, direct bank electronic transfer or by debit
order.
4.2 Reimbursable Expenses
Reimbursable expenses shall include any work and / or service that is required by the
CUSTOMER, that is not covered under this Agreement.
The provision of such work and / or service will be at the discretion of SEBATA. SEBATA
reserves the right to refuse to provide and / or execute work and / or service that is not
covered under this Agreement, provided that SEBATA provides the CUSTOMER with a formal
(written) notice of refusal.
Reimbursable expenses will be charged according to the tariffs appearing in Annexure 2.
4.3 Invoices
Invoices for services covered under this Agreement will be issued a month in advance every
month and will be emailed to____________________________________and posted to the
Domicilium citandi et executandi chosen by the CUSTOMER and reflected in Clause 7.9 of
this Agreement.
4.4 Payment Terms & Interest on Late Payments
Fees are payable monthly and / or annually in advance for each period applicable.
Interest, compounded monthly in arrear, at the prevailing overdraft rate of SEBATAS bankers
from time to time, shall be levied on accounts owing by the CUSTOMER for any period longer
than 60 (Sixty) days.
SEBATA reserves the right to suspend and / or terminate services under this Agreement in
respect of non-payment and / or overdue account.
The CUSTOMER may not set off any amount(s) owing by SEBATA and / or SEBATAS duly
authorised agent(s) from any amount(s) due by the CUSTOMER to SEBATA and / or
SEBATAS authorised agent(s).
An appropriate discount may be applied in respect of fees paid annually in advance by the
CUSTOMER. The discount to be applied shall be at the sole discretion of SEBATA.
To provide a telephone in the vicinity of the installed computer equipment and to allow this
telephone facility to be used free of charge by SEBATA personnel, if required for the execution
of duties in respect of services covered in this Agreement.
That at the end of the initial one year term of this Agreement or any time thereafter, if
individual item(s) cannot, in SEBATAs opinion be adequately or economically maintained on
site due to excessive wear and / or deterioration, SEBATA may submit to the CUSTOMER a
quotation for the refurbishment of such items. I the CUSTOMER elects not to have the items
of equipment refurbished, or if refurbishment is impractical due to the age of such items or the
non-availability of replacement parts, SEBATA may withdraw such items from this Agreement
upon 30 (thirty) days prior written notice.
5.3 Training on Specialised Equipment and / or Tasks
SEBATA will undertake to train employees of the CUSTOMER when and where necessary
and possible on the resolution of specific and general issues that may arise from time to time,
issues which may or may not be covered under this Agreement. SEBATA will endeavour to
limit this to minor issues that may not affect normal operations of the CUSTOMER.
5.4 Approvals and Information
The person(s) stipulated in Clause 3.1 of this Agreement will be responsible for:
The approval of any amendments, alterations, changes and the enforcement of this Agreement;
The issuance of any information that may be required by SEBATA for the effective delivery of
services in terms of this Agreement.
Any other form of assistance within reason that may be required for the effective delivery of
services in terms of this Agreement.
Should the services to the CUSTOMER covered under this Agreement be suspended for
whatsoever reason, the CUSTOMER acknowledges that it will forfeit its access to any aspect
of and / or the full service covered under this Agreement, but the CUSTOMER shall still be
liable for the payment of fees during such suspension.
6.4 Termination
This Agreement shall be terminated by either Party on giving the other Party 6 (Six) calendar
months or 180 (One Hundred and Eighty) calendar days notice of such termination, and such
notice shall be in writing.
Either Party shall be entitled to terminate this Agreement upon an act or omission of the other
Party which is in breach of this Agreement and is not remedied, to the extent remediable,
within a reasonable period after being notified of such breach in writing.
6.5 Disputes and Arbitration
Should any dispute of whatsoever nature arise between the Parties out of or pursuant to this
Agreement, or should a deadlock occur, either Party shall be entitled, by written notice to the
other Party, to require that the deadlock or dispute be resolved within fourteen (14) days or
two weeks.
If the dispute or deadlock referred in the paragraph above is not resolved, or a compromise is
not found after the fourteen (14) days, the aggrieved Party may require in a written notice to
the other Party, that the deadlock or dispute be referred to an Arbitrator to be agreed upon by
the Parties.
Failing agreement as to the person to be appointed within fourteen (14) days after the
occurrence of any such deadlock or dispute referred to in the paragraph above, the dispute or
deadlock shall be submitted to an Arbitrator to be nominated by the Chairman of the
Arbitration Foundation of South Africa (AFSA). Such arbitration shall be conducted in
accordance with AFSA Rules and Regulations.
Should the arbitration proceedings per paragraph above remain unresolved the matter will be
referred to a South African Court with relevant jurisdiction.
6.6 Costs
In the event that SEBATA and / or its duly authorised agent having to enforce any of its rights
in terms of this Agreement due to the CUSTOMERs breach, the CUSTOMER shall be liable
for the costs incurred by SEBATA and / or its duly authorised agent as on the scale between
attorney and own client including collection commission and tracing costs.
6.7 Vis Major (Force Majeure)
Neither Party shall have any claim of any nature whatever against the other for failure to carry
out any of its obligations under this Agreement as a result of vis major, including but without
being limited to, any strike, lock-out, shortage of labour or materials, delays in transport,
accidents of any kind, riot, political and civil disobedience or disturbance, the elements, any
act of any State or Government or any other authority or any other cause whatever beyond
the control of the Party in question.
6.8 Severability
Each paragraph, clause and / or appendix in this Agreement is severable from the others.
If any paragraph, clause or appendix is found by any competent Court to be defective and / or
unenforceable or invalid for whatsoever reason, the remaining paragraphs, clauses and
appendices shall continue to be of full force and effect.
6.9 Domicilium and Notices
The Parties hereto choose domicilia citandi et executandi for all purposes of and in
connection with this Agreement as follows:
SEBATA:
66 PARK LANE, 3RD FLOOR, SANDTON, 2146
Telephone:
Facsimile:
E-mail:
Telephone:
Facsimile:
E-mail:
Either Party hereto shall be entitled to change its domicilium from time to time, provided
that any new domicilium selected by it shall be an address other than a box number in the
Republic of South Africa, and any such change shall only be effective upon receipt of the
notice in writing by the other Party of such change.
All notices, demands, communication or payments intended for either Party shall be
made or given at the other Partys domicilium for the time being.
A notice sent by one Party to the other Party shall be deemed to be received:
on the same day, if delivered by
hand; on the same day, if sent by
telefax;
on the seventh (7th) day after posting, if sent by pre-paid registered mail.
Notwithstanding anything to the contrary contained herein, a written notice or
communication actually received by a Party shall be adequate written notice or
communication to it, notwithstanding that it was not sent to or delivered at its chosen
domicilium citandi et executandi.
6.10
the non-exclusive jurisdiction of the High Court of South Africa (Witwatersrand Local
Division).
7.0 GENERAL
Prior Agreement:
This Agreement replaces any prior SLA that may have been in place and/or negotiated between the
Parties. Where no signed Agreement was and/or is in place, this Agreement represents the understanding
and agreement between the Parties.
Any prior SLA entered into between the CUSTOMER and SEBATA-related entities such as Nyl-Data
Computer Services (Proprietary) Limited (Registration number 1998/009017/07), and/or Unitech Computer
Services (Proprietary) Limited (Registration number 1992/002387/07), and/or African Financial Solutions
(Proprietary) Limited (Registration number 1997/005849/07), and/or B & B Software CC
(CK1987/013047/23) and/or B & B Software (Proprietary) Limited (Registration number 2005/033093/07),
are on signature of this Agreement effectively replaced by this Agreement.
Notwithstanding the fact that this Agreement replaces any prior written and/or unwritten SLA and/or
arrangement in respect of this and/or any other of SEBATAs services between the CUSTOMER and any
entity taken over by SEBATA and/or whose assets, rights and obligations SEBATA took over, the rights and
obligations of SEBATA and those of the CUSTOMER remain valid and unaffected.
Entire Agreement:
This document constitutes the sole record of the agreement between the parties in respect of services
covered under this Agreement. No Party shall be bound by any express or implied term, representation,
warranty, promise or the like not recorded herein.
Amendments:
No addition to, variation or consensual cancellation of this Agreement shall be of any force or effect unless
in writing and signed by or on behalf of the Parties.
Waiver:
No indulgence which either of the Parties "the grantor) may grant to the other ("the
grantee) shall constitute a waiver of any of the rights of the grantor, who shall not thereby
be precluded from exercising any rights against the grantee which might have
arisen in the past or which might arise in the future.
Assignment:
SEBATA may cede, assign, delegate or in any other way alienate or dispose of its rights
and obligations under this Agreement with or without the prior consent of the
CUSTOMER. Any consent or approval required by SEBATA in terms of this Agreement
will not be unreasonably withheld.
Binding on successors:
This Agreement shall endure to the benefit of and shall be binding upon the successorsin-title and permitted assigns of either party.
Notices:
Any notices or communication in respect of this Agreement shall be in writing and shall be
deemed to have been duly given by either Party to the other on the date hand- delivered,
or properly sent by registered mail or courier, or properly sent by facsimile, or
successfully transmitted by e-mail.
THUS DONE AT
ON THIS THE
DAY OF
NAME:
CAPACITY:
AUTHORITY:
AS WITNESSES:
ICTSUPPORT SLA
20
NAME:
CAPACITY:
AUTHORITY:
AS WITNESSES:
ICTSUPPORT SLA
ANNEXURE 1
DETAILED SCOPE OF
STANDARD SERVICES
OF THIS SLA
NETWORK SERVICES
CUSTOMERS network account;
Password management
for CUSTOMERs
network accounts; Local,
wireless and wide area
network;
Access to internet services;
Remote access to CUSTOMERs eresources;
Local file
synchronisation; and
Administration of a
roaming ISP account.
Service
Service Level
Customer
Targets Responsibilities
Service Request
Description:
Cancelling of a CUSTOMER
network account
Applicable to:
CUSTOMER employees
Issuing network
account
Cancelling
network account
Service Target
Level
1 day
1 day
Constraints
Fundamental
external
constraints
Prerequisites
Fundamental CUSTOMER
responsibilities;
CUSTOMER must provide ______________________________________________________
complete and accurate
Staff should contact the ICT Helpdesk by phone, email or via the SEBATA website.
Applicable Policies
Employees of the CUSTOMER must keep their accounts and passwords secure and never allow
_________anyone else to use them.
Changing
of centre;
passwords by
wall
to the data
account networks;
holders via the ICT
Wireless
Helpdesk
Wide
area network links
Applicable to:
Fundamental CUSTOMER
responsibilities;
Prerequisites
For allocating
a dynamic IP CUSTOMER
address:
Fundamental
the
correct MAC address;
responsibilities
For allocating
a static IP address
and
Employees
of
the
updating the
DNS:
CUSTOMER
must provide
the
correct
MAC address
and
proof
of identification
in order
hostname.
to have their passwords
For installing
or movingby
a network
changed
the point:
ICT
information,
Helpdesk. fund name, cost
_
centre, physical location
ofthe
a
Employees
of
CUSTOMER must change
their passwords
when
prompted to do so.
To report a fault or problem with the
service
Service Target
Level
10 days
1 day
2 days
2 days
1 day
network point.
Authorisation from the relevant party(s)
To report a fault or problem with the service
Contact the ICT Helpdesk by phone, through email or via the SEBATA website
Applicable Policies
Organisational ICT Policies
Constraints
Fundamental
external
constraints
Availability of
wireways and
sleeves that
carry cables
_________(provided by others)__________
ACCESS TO INTERNET SERVICES
Description:
provision
of
web
usage
information to end-users and the
executive
Availability
Access to the Internet service is available
95% of the time, 24 hours a day, 7 days a
week
excluding
official
monthly
maintenance windows
Service Request
Fixing
internet
access problems
Allocating
additional
monthly quotas
Providing special
bandwidth
allocations
Service Target
Level
Within 1 day
Within 2 days
Within 5 days
Constraints
Fundamental
external
constraints
Fundamental
CUSTOMER
responsibilities
Description:
REMOTE ACCESS TO CUSTOMERS EReverse
RESOURCES
proxy:
authenticated off-site
access to selected e-resources
Applicable to:
Network account holders
Availability
Reverse proxy services are available 95%
of the time, 24 hours a day and 7 days a
week
excluding
official
monthly
maintenance windows.
Constraints
External
fundamental
constraints
Downtime
attributable to the
CUSTOMER'S
bandwidth
providers
Downtime
attributable to new
denial of service attacks
and
malware despite best efforts to
block such traffic
Downtime
on websites not
hosted by SEBATA
Note: No service level targets can be set
for speed, as this is constrained by the
amount of budget available for bandwidth
and the
demands
placed upon the
bandwidth by users at any point in time.
Since the service is accessed from offsite,
speed is also affected by the service from
the ISP.
Fundamental CUSTOMER
responsibilities
Applications
Changes
Monthly payments
Applicable to:
Staff members
Service Request
Application
processing
Changing
password
the
Service Target
Level
1 day
1 day
Prerequisite
Fundamental
CUSTOMER
responsibilities
To report a fault or problem with the
system
Contact ICT
Helpdesk by
phone, through email or via
the SEBATA website
Contact the
local service
desk of the respective ISP
Applicable Policies
Organisational Policies governing
access and use of the internet.
the
CORE IT SYSTEMS
Email and Calendaring
Access to files on central storage
Network printing
Provision of software
Desktop security systems
On-line directory of the CUSTOMER (if any)
Service
Group
mailing lists and
organisational staff groupings
Attachment of CUSTOMER'S
email disclaimer to all outgoing
mail
Availability
Excluding official monthly maintenance
windows, measured on a 24/7 basis, email
and calendaring are available 95% of the
time
Service Request
Creating an email
account
Allocating
additional
mailbox space
Creating
a
mailing list
Creating a venue
or resource in the
shared calendar
Recovering email
data from the
central servers
Customer Responsibilities
Service Target
Level
3 days
3 days
3 days
3 days
3 days
Constraints
Fundamental
CUSTOMER
responsibilities
Other CUSTOMER responsibilities
Staff
must
manage
their
mailboxes to ensure that they do
not exceed space limitations nad
risk
being
prevented
from
sending mail
Server-basedanti-virus
scanning
Chargeable components:
Additional
storage
space
beyond the initial allocation
SEBATA
allocates
shared
central storage space to
CUSTOMERS
departments
only. Management of this space
is not SEB ATAS responsibility.
Access
to
F;
drive
is
automatically allocated when a
Availability
CUSTOMER network account
Excluding official monthly maintenance
is created / issued
windows, measured on a 24/7 basis,
Fundamental
CUSTOMER
responsibilities
Constraints
Other CUSTOMER responsibilities
Fundamental external constraints
NETWORK PRINTING
Description:
Availability
Network printing services are available 95%
of the time, 24 hours a day and 7 days a
week,
excluding
official
monthly
maintenance windows.
Service Request
Setting up a new
printer
Requesting
access rights to
an existing printer
Fixing
printing
system faults
Service Target
Level
3 days
2 days
2 days
Fundamental
CUSTOMER
responsibilities
PROVISION OF SOFTWARE
Description:
Formal software
license
agreements with
software
vendors entitling
specific
members or departments of the
CUSTOMER to use of the
software
Standard software
distributed
to and maintained
on users
computers
Miscellaneous software
Chargeable components:
Constraints
Fundamental external constraints
Applicable to:
All network account holders
Exclusions:
software
available
Fixing a fault or a
problem
1 day
Prerequisites
Fundamental
CUSTOMER
responsibilities
SEBATA to be consulted
_before purchasing of software
Availability
The servers that distribute desktop security
Description:
software are available 95% of the time, 24
Distribution to desktops of
patches
vendors
security patches for supported
recommendations
versions of operating systems
2 days
Cleaning a virus
and MS Office
from an infected
computer and reApplicable to:
enabling access
Computers owned
by
if blocked
authorised 3rd parties
Exclusions:
Fundamental
devices
external
Availability
The CUSTOMERS electronic directory
is available 95% of the time, 24 hours a
day and 7 days a week, excluding
official monthly maintenance windows.
Description:
Online directory containing contact details
for staff members, authorised 3rd parties
and service points
Constraints
Fundamental
external
constraints
Fundamental
CUSTOMER
responsibilities
No
unauthorised
anti-virus
software package should be
installed on any computer
Staff
must
run
the
CUSTOMERS desktop security
software on any computer
connected to the CUSTOMERS
network,
and
must
not
deliberately compromise the
security of the network by
disabling the software in any way
To report a fault or problem with the
service
Contact the ICT Helpdesk by phone,
through email or via the SEBATA website
Applicable Policies
Organisational ICT Policies and security
regulations.
SUPPORT SERVICES
Hardware and software
installation; ICT equipment rental;
Hardware and software reinstallation; ICT helpdesk;
Specific ICT training services; and
Data capture
Service
HARDWARE AND
SOFTWARE
ACQUISITION AND INSTALLATION
being issued.
Applicable to:
Description
Staff
Acquisition
Constraints
Delivery
Installation
of supported
Processing
of returns for new
hardware
deemed faulty if
returned in
the original
undamaged packaging within 7
calendar days of the invoice
RENTAL OF IT EQUIPMENT
Service Request
Issuing
a
quotation
Acquiring
hardware
/
software
Delivery of goods
Installing
standard
/
software
Chargeable components:
Service Target
Level
2 days
Applicable to:
Staff
5 days
10 days
10 days
Description:
Central point of contact for staff
requiring ICT information and support,
accessible by phone,
through
email or via the
Service Target
Level
1 day
2
days
available)
Prerequisite
Fundamental CUSTOMER
responsibilities
Availability
To access the service
The ICT Helpdesk is available during the Contact the ICT Helpdesk by phone,
week from 07H30 to 16H30.
through email or via the SEBATA website
Emergency cases can be referred to the
ICT Manager, Gerrit Deysel on +27(0)82
ICT HELPDESK
Rental
of
computer
equipment
Rental of other
equipment
Prerequisite
Fundamental CUSTOMER
Exclusions:
responsibilities
Certain
non-standard
Fundamental
Contact the ICT Helpdesk by phone,
external
through email or via the SEBATA website.
constraints
Description:
Rental of equipment
Service Request
Customer Responsibilities
(if
550 0884
Prerequisites
The on-line call logging service is available
Fundamental
CUSTOMER
95% of the time, 24 hours a day and 7 days
responsibilities
Support
requests
must
maintenance windows.
include
complete
and
accurate
information
about
Service Request Service Target
the
CUSTOMER
and the
Level
problem or request
Requesting
Reques
Staff
The
attempts to contact them by
Manager: ICT
logged)
Manager:
Business
Responded
to
Requesting
Development
support
via during the phone
SEBATA website
Management and resolution of
support requests
Support provided firstly over the
phone (optionally using a system
- SEBATACONNECT, that allows
the Helpdesk consultant to
assume control of the desktop
remotely) or via a visit to the
CUSTOMERS premises
Self-help
resources
and
information on the SEBATA
website
Constraints
external
constraints
Volume of support requests received per month
Fundamental
software
corruption
Collection and delivery
Applicable to:
Staff bringing in hardware that is ______
Owned____by______________the
Service Request
Re-installing
supported
hardware and / or
software
Service Target
Level
Completed within
10 working days
of hardware or
software
becoming
available
to
SEBATA
Prerequisites
Fundamental
CUSTOMER
responsibilities
CUSTOMER
Included in products supported
list
Acquired in arrangement with
SEBATA
Exclusions:
Hardware not on the supported hardware
list
Description:
Service Request Service Target
Customised
on-request
Customised on21 working days
Fundamental
CUSTOMER
courses designed to meet
request training
from when the
responsibilities
specific training needs of a
customised
Fundamental
external
Chargeable components:
required test score in order to
constraints
DATA CAPTURE
Description:
Staff
Service Request
Issuing
a
quotation
Capturing data
Service Target
Level
2 days
With
100%
accuracy, by the
agreed deadline
Fundamental
CUSTOMER
responsibilities
ANNEXURE 2
SEBATA TARIFFS
ITEM
UNIT
RATE
Per Hour
R 605.00
Per Hour
R 907.50
Labour - Weekends
Per Hour
R 1 210.00
Travelling Time
Per Hour
R 266.00
Travelling Distance
Per Km
R 4.95
Overnight Accommodation
Per Night
R 710.00