assessment 3 Case Study _Kanjanaporn

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TAFE NSW - Sydney Institute *

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SAS527

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Information Systems

Date

Oct 30, 2023

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docx

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Uploaded by ChancellorEnergy8973

1 ICTSAS527 Manage Client Problem Assessment 3 Submitted By: Kanjanaporn Meedam Submitted To: Reynaldo

2 Service Level Agreement. Between Travello IT Help Desk And Steve Jobs For [Level of Service – Class S/Class A/Class B] Technical Support Plan Submitted to: Steve Jobs 0423456789 ABC Burwood abcd123@gmail.com Submitted by: Travello IT 3 dolphin drive Suite 325 Burwood City, CA 94065 Email: travello@ helpdeskgmail.com .au Service Level Agreement Approvals By signing below, all Approvers, each as duly authorized Agents and on behalf of their respective Company, agree to all terms and conditions set forth in this Agreement. Company Name Role Approver Name Approver Title Approver Signature Date of approver Travello It Service Provider Kanjanaporn Meedam Operation Manager Kjnp 31-07-2023 ABC .Ltd Customer Steve Jobs Customer SJ 31-07-2023

3 Table of Contents 1. Agreement Overview .................................................................................... 4 2.Purpose of Agreement .................................................................................... 4 3. Service Agreement ......................................................................................... 4 3.1.Service Scope and Levels of Service ............................................................ 5 3.2.Service Availability ...................................................................................... 6 3.3Services beyond the Service Scope .............................................................. 6 3.4.Service Provider Requirements ................................................................... 7 3.5.Service Assumptions ................................................................................... 7 4. . Definitions .................................................................................................... 7 4.1.Support Request ........................................................................................... 8 4.2.Levels of Support .......................................................................................... 8 4.3. Severity Rating ............................................................................................ 8 5. Roles and Responsibilities ............................................................................... 10 5.1.The Customer ................................................................................................ 10 5.2.The Service Provider ..................................................................................... 10 6.Exclusions ......................................................................................................... 10

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4 1. Agreement Overview This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Travello IT help Desk (“Service Provider”) and Steve Jobs (“Customer”), together referred to as “Stakeholders”, for the provisioning of IT services required to support and to sustain Travello software products. The Effective Date of this Agreement is 2023-07-24 and this Agreement shall remain in effect from 2023–8–01to 2025-07-30 that is the 2-year agreement. This Agreement remains valid until superseded by an Amendment to this Agreement which has been executed by the Stakeholders. This Agreement outlines the parameters of all covered services which are understood and agreed upon by the Stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein. 2. Purpose of Agreement This Agreement sets forth the terms and conditions for the [Level of Service – Class S /Class A /Class B] application support services which the Service Provider shall provide to Customer. The purpose of the Agreement is to ensure that the proper elements and mutual commitments are in place for the Service Provider to provide specific support services, at specifically-designated levels of support, and at an agreed-upon cost and delivery time to the Customer. The Agreement provides: ∙ Clarity of service parameters, roles, responsibilities, and limitations. ∙ A clear, concise, and measurable description of the specific service level provided to the Customer. ∙ Alignment of Customer’s perceptions of the expected service provision and Service Provider’s actual service support and delivery provisions. This Agreement may be renegotiated by Service Provider and Customer at the end of the Term of this contract at the discretion of either or both Stakeholders. 3. Service Agreement The following detailed service parameters are the responsibility of the Service Provider for the duration of this Agreement. 3.1 Service Scope and Levels of Service There are three levels of service available from Service Provider. Each coverage level provides a specific level of support service, as defined below. Customer is not allowed to select different level of services for the purchased software licenses. All products purchased by a customer must be on the same coverage plan. Customer has selected the [Class S/Class A /Class B] Level of Service and only its Service Scope as described below is provided by Service Provider under this Agreement.

5 Level of Service Service Scope Price of Coverage (i) Class S ✔ Receive Telephone and Email Support with free remote assistance using online meeting software such as GoToMeeting, where applicable. ✔ Receive support for service requests up to Expert Level (see Section 4.2). ✔ Service requests receive the highest level of priority and will be responded to within one business day following the day of the request. ✔ User can request a new installation of the software license in case of an existing system failure. Requests will be reviewed by the Service Provider and granted only if qualified. (ii) $600per Premier License (Included 4 Operators) $490per Standard License (Included 2 operators) $350 per Light License (Included 1 operator) Class A ✔ Receive Telephone and Email Support with free remote assistance using online meeting software such as GoToMeeting, where applicable. ✔ Receive support for service requests up to Advanced Level (see Section 4.2). ✔ Service requests receive a higher level of priority than Class B service requests and will be responded to within two (2) business days following the day of the request. ✔ User can request a new installation of the software license in case of existing system failure. Requests will be reviewed by the service Provider and granted only if qualified. (ii) $500per Premer License (Included 4 operators) $390per Standard License (Included 2 operators) $250 per Light License (Included 1 operator) Class B ✔ Receive Email support. ✔ Receive support for service requests up to Basic Level ✔ Service requests will be responded to within five (5) business days following the day of the quest. $100per Premer License i. Technical Support Plan prices are subject to change without notice. ii. New installation of software license without successful deactivation of existing installed licence is not available for customers without a valid Class S or Class A Plan or a Software Assurance Plan. Under normal circumstances, a software license must be transferred to a different workstation using the software’s Deactivation Wizard found in the software's Help menu.

6 Requests for new installation of software licenses without successful deactivation of the existing installed license will only be granted in special cases of documented system failure. The customer will be asked to fill out a ‘Request for new installation due to system failure form’ and submit a signed copy of this form with proper documentation. The customer must provide sufficient documentation of a system failure or the new installation request will be denied at the customer service representatives’ discretion. iii. Technical Support Plans are only available for eligible products. No support, including e-mail support, is available for discontinued or end-of-life products. 3.2 Service Availability Telephone support: ∙ Customer support number: 165034567890 ∙ Telephone support business hours: 8 am – 5 pm AU, Monday – Friday (“Office Hours”) except on Service Provider holidays. ∙ Customer support calls received from Class S and Class A Customers during Offices Hours will be attended to by the first available Service Provider Representative. ∙ Customer support calls received from Class S and Class A Customers outside of Office Hours will be considered received on the business day in which Office Hours are next resumed. Such calls will be forwarded to an automatic voice system and best efforts will be made to respond to the call within the time period specified in the applicable Service Scope. Email support: ∙ Customer support email address: Travello@helpdeskgmail.com.au ∙ Email support business hours: 8 am –5 pm AU, Monday – Friday (“Office Hours”) except on Service Provider holidays. ∙ Customer support emails received from Class S and Class A Customers during Offices Hours will be attended to by the first available Service Provider representative. ∙ Customer support emails received from Customers outside of Office Hours will be considered received and collected on the business day in which Office Hours are next resumed. Best efforts will be made to respond to the email within the time period specified in the applicable Service Scope. 3.3 Services beyond the Service Scope Services not covered under the Service Scope of a particular Level of Service may be provided on a free-per-use basis. Estimated fees for individual services are listed in the following table:

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7 Type of Service Service Credits Price* Installation Support $5300 per three (3) hours Engineering Services $270 per hour All fees are calculated in one (1) hour increments after an initial two- hour minimum, plus travel expenses (if involved). *Service Credits must be purchased before services are provided. Service Credits can be purchased on the Jolly Technologies website at www.Travellohelpdesk.com or by calling 1-65034567890. The price of services not listed above will be determined and quoted by a Service Provider representative after discussion with Customer. All prices listed on the website are subject to change at any time without further notice. Discounts and special pricings don’t apply to Service Credits or any services charged at an hourly rate. Customer responsibilities and/or requirements in support of this Agreement include: ∙ Ensure reasonable availability of Customer representative(s) to communicate with Service Provider while resolving a service related request during Office Hours. ∙ Provide full payment for all Service support costs within the agreed interval. 3.4Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include: ∙ Meet Level of Service response times associated with service related requests. ∙ Provide appropriate notification to Customer for all schedule maintenance requirements. 5.6 Service Assumptions Assumptions related to Service Scope and/or components include: ∙ Changes to services and service provisions will be communicated and documented to all Stakeholders in a timely manner. 4. Definitions 4.1 Support Request For the purposes of this Agreement, a Support Request is generally defined as a request for support regarding an existing feature of the software, to fix a defect in existing application code, or to request support that involves Customer-specific modifications to application code. 4.2 Levels of Support

8 There are four levels of support, based on the level of Service Provider expertise which is required to complete the support process and defined as follows: Level of Support Support Scope Basic A Service Provider help desk operator responds to a Support Request by answering general questions received directly from the Customer related to certain functions of the software. If this Basic level of support cannot immediately resolve the problem, the Support Request is escalated to Advanced Level, which requires involvement of technical support specialists (for which an extra cost may apply). Advanced Advanced support is provided by a Service Provider technical support specialist who will assess and resolve operational software issues. This level of support does not perform code modifications. If resolution requires code modification, the Support Request is escalated to Expert Level (for which an extra cost may apply). Expert Expert support is provided by a Service Provider application support specialist. This level of support will perform code modifications, if required, to resolve a problem found in the Software that prevents the Software from operating as intended by Travello Technologies. This level of support explicitly does not perform customization of the Software code, its functionality, or its presentation to suit specific needs of the Customer, nor to ensure the integration of the Software with Customer’s existing database, network or any third party products. Customization A Service Provider application support specialist with the help of software engineers (for which an extra cost may apply) is provided for Customization Support. This level of support does perform Software customization requested by the Customer which may involve a change in the Software code, its functionality and/or its presentation, and does assist with the integration of the Software with Customer’s existing database, network or third party products. Other areas of customization support may or may not be available. Availability of specific services will be determined by the Service Provider and its representatives Characteristic s High Medium Low Negligible Business and financial Exposure The application failure creates The application failure creates The application failure create The application feature or

9 a serious business and financial exposure a moderate business and financial exposure a minimal business and financial exposure. failure has insignificant business and financial impacts Work outages The application failure causes the costumer to be unable to work or perfome some significant portion of its work. The application failure causes the customer to be unable to perfome some portion of its work,but customer is still able to complete most other tasks or answer question and requests for information. The application failure causes the customer to be unable perform a small portion of its work,but still able to complete most other tasks The application failure causes the Customer to be unable to perform some work in an optimal way. Number of workstations The application failure affects a large number of workstations The application failure affects a small number of workstations The application failure affects one or two of workstations The application failure affects one or two of workstations Workaround There is no acceptable workaround to the problem An acceptable workaround to the problem may be possible in short period of time. There is an acceptable and immediate workaround to the problem. There is an acceptable and immediate workaround to the problem (i.e., the work can be performed in some other way). Resolution Time The maximum acceptable resolution time is 24 continuous hour after initial response time The maximum acceptable resolution time is 5 business days The maximum acceptable resolution time is 30business days The failure may or may not able to resolve a future realese.

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10 5. Roles and Responsibilities 5.1 The Customer The Customer has the following general responsibilities under this Agreement: ∙ The Customer will conduct business in a courteous and professional manner with the Service Providers ∙ Customer users, clients, and/or suppliers using the Service Provider applications will use the appropriate help desk to request support. ∙ The Customer will provide all information required and disclose all other pertinent information when submitting a Support Request. ∙ Once a Support Request has been submitted, the Customer will make a qualified representative available to work during Office Hours with the Service Provider support resource(s) assigned to complete the Support Request. 5.2 The Service Provider The Service Provider has the following general responsibilities under this Agreement: ∙ The Service Provider will conduct business in a courteous and professional manner with the Customer. ∙ The Service Provider will log all information obtained from the Customer that is required to establish a Service Request, including contact information, problem description, and documentation of the Customer’s hardware/network environment (as applicable). ∙ The Service Provider will attempt to resolve problems presented over the phone on the first call when received from a Class S /Class A Customer. ∙ The Service Provider will escalate a Support Request to the next level of Service Provider support upon approach of established resolution targets. ∙ The Service Provider will notify Customer upon completion of a Service Request and shall allow another seven (7) days during which Customer may submit questions or concerns related to the Service Request before the Service Request is deemed fulfilled and closed. 6. Exclusions This Agreement and any applicable Service Levels do not apply to any Travello IT help desk software performance or service issues: • Due to factors outside Service Provider’s reasonable control; • That resulted from use of Customer’s or third party hardware or software; • That resulted from actions or inactions of Customer or third parties; • Caused by Customer’s use of the software after Service Provider advised Customer to modify its use of the Jolly Technologies software, if Customer did not modify its use as advised; • Attributable to the acts or omissions of Customer or Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Jolly Technologies software by means of Customer’s passwords.