Yellowstone Electronic Solutions Ltd
Service Level Agreement
Parties
This agreement is made between Yellowstone Electronic Solutions
Ltd, hereinafter called Yellowstone, and the customer.
Period
This agreement shall be effective from the Commencement Date
detailed overleaf for a period of one year from this date.
Payment
The total amount payable for the year is normally divided
into twelve equal monthly instalments. Payment should normally
be made by monthly standing order on the first of each month,
unless altered by prior negotiation.
Services Provided
We will provide the following support for workstation, server
and networking systems included on the "schedule of equipment
covered":-
Items covered:-
Telephone and remote access support for the network, server
and workstation devices.
On-Site visits (labour) to repair faults on network, server
and workstation devices.
Parts warranty on network, server and workstation devices.
Helpdesk and remote access support for virus removal.
Helpdesk support for additional facilities being added to the
IT system.
Items NOT covered:-
Site visits for virus removal.
Labour and site visits for adding additional facilities to the
IT system.
Preventative Maintenance.
Damage by any means other than normal useage.
Damage by theft, attempted theft, power surges, lightning strikes
or other natural dissasters.
Help Desk Arrangements
In the first instance a call should be logged by telephone
or email using the numbers and contacts details provided. Problems
should be categorised according to their seriousness. The helpdesk
operates between the hours of 9am and 5pm Monday to Friday,
excluding public holidays.
| Problem Type |
Reporting Proceedure |
Ideal Response Time |
Worst-case Response
Time |
| System-wide or Server
Failure |
Telephone to any number
available |
2hrs (working) |
8hrs (working) |
| Individual Machine
failure - user has no other means of working |
Telephone |
4hrs (working) |
Next working day |
| Individual
Machine Problem - not stopping user from working completely |
Telephone |
Next Working
Day |
2 Working
Days |
| Individual -
User needs additional facilities or new software installed |
Telephone or E-Mail |
Two Working Days |
7 Working Days |
| Informational Only
- Minor problems that need to be reported to engineering |
E-Mail |
As And When |
As And When |
Repair Arrangements
In the first instance the help desk personnel will try and
resolve the problem with suggestions made over the telephone.
If this does not successfully resolve the problem then remote
access will be attempted (where available). Should this fail
a site visit will become necessary. Wherever possible repairs
will be effected on-site at this stage, but it may be necessary
for the item to be removed to a workshop for further repair.
If repair of the equipment is not possible, and the equipment
is covered by a full hardware warranty contract, a reasonable
contribution towards the cost of a new item will be made. In
the event of a piece of failed equipment not being covered by
a full hardware warranty arrangement a quotation will be provided
for it's repair / replacement. Where labour is covered under
the agreement, no labour charges will be incurred by the customer
in attending to the repair.
Replacement / loan Equipment Arrangements
Replacement or loan equipment is not guaranteed to be provided
under this agreement, unless specifically quoted in the schedule
of equipment covered. Wherever possible loan equipment will
be provided though at our discretion.
Emergency Recovery / Re-location
Emergency system recovery of a server will be attempted using
backups provided by the customer. It is the customer's responsibility
to ensure that they have adequate backups of their server and
/ or other mission-critical data. In the event of a system failure
we cannot recover lost data that has not been successfully backed
up prior to the system failure.
Preventative Maintenance
Preventative maintenance may not be specifically covered under
this agreement. It is however the company's normal policy to
do a certain amount of preventative maintenance (often via remote
access) in order to prevent more serious problems further down
the line. Such preventative maintenance may include any or all
of the following:- checks on the anti-virus toolkit; virus scans;
checks on the backup system; checks on hard disc useage and
utilisation of data space; hard disc integrity and defragmentation;
temporary file useage.
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