Scope of SLA. This SLA will be effective from 1st April 2019 and will end on 31st March 2022.
Scope of SLA. This Agreement has been executed in relation to the outsourcing portion of the Project between the Parties. The detailed Service Levels have been set out in Annexure B to this Agreement. This Agreement shall ensure the following: • Establishment of mutual responsibilities and accountability of the Parties; • Definition each Party’s expectations in terms of services provided; • Establishment of the relevant performance measurement criteria; • Definition of the availability expectations; • Definition of the escalation process; • Establishment of trouble reporting single point of contact; and • Establishment of the framework for SLA change management The following parties are obligated to follow the procedures as specified by this Agreement:
(a) Buyer
(b) Implementation Agency
Scope of SLA. This SLA applies to FWC’s Managed Internet Services (“Services”).
Scope of SLA. This Agreement has been executed in relation to the outsourcing portion of the Project between the Parties. The detailed Service Levels have been set out in Annexure B to this Agreement. This Agreement shall ensure the following:
(a) Establishment of mutual responsibilities and accountability of the Parties;
(b) Definition each Party’s expectations in terms of services provided;
(c) Establishment of the relevant performance measurement criteria;
(d) Definition of the availability expectations;
(e) Definition of the escalation process;
(f) Establishment of trouble reporting single point of contact; and
(g) Establishment of the framework for SLA change management The following parties are obligated to follow the procedures as specified by this Agreement:
(a) Buyer
(b) Implementation Agency
Scope of SLA. F.1. Provide Technical support any time the need arises.
F.2. Provide Quarterly periodic maintenance
F.2.1. Check SW Updates
F.2.2. Check SW Upgrades F.2.3. Hardware preventive maintenance including cleaning/dust removal
F.3. Provide detailed report for all incidents and services provided as mentioned in item 4 address to the Head of Engineering Division.
F.4. Provide general maintenance and system health checkup within five (5) working days after commencement of SLA and another general maintenance and system health checkup one (1) month before SLA ends.
Scope of SLA. This Agreement has been executed in relation to the scope of the Project between the Parties. The detailed Service Levels have been set out in this volume of RFP. This Agreement shall ensure the following:
1. Establishment of responsibilities and accountability of the SI;
2. Definition of each Party’s expectations in terms of services;
3. Establishment of the relevant performance measurement criteria;
4. Definition of the availability expectations;
5. Definition of the escalation process;
6. Definition of resolution time for various level of incidents/queries/errors/bugs (as defined in ‘Helpdesk resolution time’) to this volume of RFP
7. Establishment of trouble reporting single point of contact; and
8. Establishment of the framework for SLA change management
Scope of SLA. This SLA covers the management of IA in respect of WO, and non-ICT IA in respect of SO-OAG. IT Security Advice and Guidance and Accreditation are only included for the WO relationship since only WO uses MoJ IT. This SLA covers two broad areas of information assurance: that of IT systems; and the wider requirements of safeguarding sensitive and personal information.
Scope of SLA. This SLA covers the provision of the following shared services to the SO and the WO: • procurement: provision of a wide range of goods and services; and • any other matters as directed from time to time by the TO, and agreed by the MoJ Responsible Officer.
Scope of SLA. This SLA has been executed in relation to the outsourcing portion of the Project between the Parties. The detailed Service Levels have been set out in Annexure B to this SLA. This SLA shall ensure the following:
(i) Establishment of mutual responsibilities and accountability of the Parties;
(ii) Definition each Party’s expectations in terms of services provided;
(iii) Establishment of the relevant performance measurement criteria;
(iv) Definition of the availability expectations;
(v) Definition of the escalation process;
(vi) Establishment of trouble reporting single point of contact; and
(vii) Establishment of the framework for SLA change management The following parties are obligated to follow the procedures as specified by this Agreement: I. PSeGS
Scope of SLA. This SLA applies only to the Service described in the TOS and to Statements of Work or other documents expressly stated by Licensor to be subject to this SLA. Notwithstanding the above, the Licensor shall not be bound by the terms of this SLA in any of the following circumstances: • Failure by the Licensee to fulfil its obligations under the Agreement or any part thereof (including outstanding fees owed by Licensee). • Failure by the Licensee to make appropriate support personnel available as needed to resolve technical issues. • Information or data received from the Licensee or its representative is inaccurate, incomplete or not supplied in a timely manner. • Incomplete or incorrect system configuration by the Licensee (e.g. changes made to system settings). • Failure, misconfiguration or incompatibility of third-party vendors (e.g. vendor data transfer, third party ad serving). • DNS problems beyond the control of the Licensee or Licensor. • Licensor being unable to verify service restoration with the Licensee. • Security breaches which occur when all reasonable precautions have been undertaken. • Factors outside of Licensor’s reasonable control, including any force majeure event or Internet access or related problems. • Any errors, omissions, delays or failures caused by Licensee or any third party outside of Licensor’s reasonable control.
