|
Purpose
of the Service Level Agreement (SLA)
This
SLA is an agreement between PRO Computer Consulting and Client,
quantifying the minimum acceptable service to
Client.
PRO COMPUTER CONSULTING
sees this SLA as indispensable
to providing great service and a sound relationship
between PRO COMPUTER CONSULTING and Client.
PRO COMPUTER CONSULTING
Normal Service Hours:
* Normal business hours
are 8:00 am to 6:00 pm Monday through Saturday.
* After-hours and emergency
service is included, at no extra charge, for Clients with Annual
Service Agreements.
* After-hours and emergency
service is available at an hourly rate premium for Clients not on
an Annual Service Agreement.
* PRO COMPUTER CONSULTING
will provide Client with a holiday schedule in late December of
each year for the following year.
PRO COMPUTER CONSULTING
Service Responsibilities to Clients with Annual Service Agreements
* Desktop PC Support --
Including end user training, software updates and upgrades, hardware
upgrades, new workstation installations
and new peripheral equipment installations.
* Server/LAN/WAN Support
-- Including administrator/internal guru training, software updates
and upgrades, hardware upgrades, new
peripheral equipment installations and e-mail and user/group account
setup.
* Dedicated Project Manager
-- Client will be assigned one main contact person at PRO Computer
Consulting
* Priority Response Time
for Emergencies -- Emergency calls will be responded to within 60
minutes during normal business hours. After-hours
emergencies will be responded to within 2 hours.
For after- hours emergencies see contact
information below.
* Access to PRO COMPUTER
CONSULTING's network of local IT partners and contractors -- Client
will have access to PRO COMPUTER CONSULTING's specialty contractors
and vendors for project work.
* Quarterly Planning Session
-- PRO Computer Consulting and Client will meet on a quarterly basis
to determine schedule and project
work for the coming quarter/year. The first hour of this quarterly
meeting will be at no charge to the
Client (a $200 value per year).
* Annual IT Audit -- PRO
COMPUTER CONSULTING will provide Client with an Annual IT Audit
assessment and report (a $300 value
per year).
PRO COMPUTER CONSULTING
Service Responsibilities to Clients not on an Annual Service
Agreement
* Desktop PC Support --
Including end user training, software updates and upgrades, hardware
upgrades, new workstation installations
and new peripheral equipment installations.
* Server/LAN/WAN Support
-- Including administrator/internal guru training, software updates
and upgrades, hardware upgrades, new
peripheral equipment installations and e-mail and user/group account
setup.
PRO COMPUTER CONSULTING
Scope of Services:
* PRO COMPUTER CONSULTING
is Clients' main point of contact for all systems on the network.
* If PRO COMPUTER CONSULTING
is unable to remedy a problem, then PRO COMPUTER CONSULTING
will work with the appropriate outside vendor until a resolution
is reached. Client understands that additional
expenses may be incurred when an outside vendor is brought in to
solve a particular problem and agrees to
reimburse PRO COMPUTER CONSULTING for any such expenses
plus a 15% management fee.
Standards of Professional
Conduct:
* PRO COMPUTER CONSULTING
agrees to treat Client and Client's employees with respect at all
times, especially during times of
business crises. In return, PRO COMPUTER CONSULTING expects
the same treatment from Client and Client's employees for PRO COMPUTER
CONSULTING's employees, contractors
and vendors.
Peak Demand Periods:
* Client recognizes that
PRO COMPUTER CONSULTING's employees and contractors are not full- time
employees of Client and at no time should be treated as such.
* PRO COMPUTER CONSULTING
will make its best efforts to respond to Client's needs within the
time frame stated above.
* Client understands that
there may be occasional times of peak demand when PRO COMPUTER CONSULTING
is forced to have to make extremely difficult decisions and triage
Client's needs according to the severity
of business impact.
Loss of Service:
* Client recognizes that
PRO COMPUTER CONSULTING makes every attempt to select the most reliable
systems.
* Client understands that
unless Client has an unlimited IT budget, it's impossible for PRO
Computer Consulting to guarantee zero
downtime.
* This SLA is based on
PRO COMPUTER CONSULTING's best efforts, within Client's IT budget,
to keep Client's system up and running
efficiently and cost-effectively.
Contact Information for PRO COMPUTER CONSULTING Inc
Project Manager: Oljeg Pajkic
E-mail Address: info@procc.ca
Phone Number: 416-841-8720
Pager/Mobile (for after-hours or emergency service only):
Contact Information for Client
Company Name: PRO Computer Consulting
Main Contact: Oljeg Pajkic
Telephone Number: 416-841-8720
E-mail Address: info@procc.ca
Marketing Contact: Zoran Tutic
Telephone Number: 416-427-9887
E-mail address zoran@procc.ca
Architecture / Software development Contact: Rajna Pajkic
Telephone Number: 647-284-5579
E-mail Address: rajna@procc.ca
Graphics design Contact: Tea Pajkic
Telephone Number: 647-588-5579
E-Mail Address: Mail
To
|
