Appius caLey nie Eimte Neer Cary Corer Service Level Agreement with CCO Document Tile: Sane Lov Agreament wth COO Cosmet Nimbe: ICTSLAS O08 Tots orgs eect OF Apa Roieonn: oo Document Developer: Nome: uract ayronan Te: Serbo proven Spec Dawetrant uncle Elman até Approve: None: Sea Pape Nos Sproure: Tae: ae: are Sera “ite a Nene Soret: Tae: De Name Sra: te aeAe LIMsLa Leite dasiabe moe Muir Evra Corpor Service Level Agreement with CCO ‘ete Date or aantztsAges cstept ease Service Level Agreement with CCO Eee Se eee TABLE OF CONTENTS 1.0. SERVICE LEVEL AGREEMENT DECLARATION soc 2.0 SERVICE DESCRIPTION senses 2A. I s6096 Se08 nn _ 22 Sevens Exon: co 7 23. Sevens Hour: — _ 24 ICT Support Contact Meee... vn 30. TERMS AND DEFINITIONS. — 40. SERVICE LEVELs6 TARGETS : a 42 Senco ROGUE nnn 43. ICT Servoe Management Program Perfomance... sen 44 icTSenies sonnei ‘50 SERVICE REPORT. n en 81. Monty Rep. en $52. Nor nent Resohton Report. sn ns 53. Seni Armual Curomar Exeral Repo. sen (60. SERVICE REVIEW MEETING nnn 7 61. Serdee Rev Mest. ssn 79. SCHEDULED MAINTENANCE. se - 180 CUSTOMER COMPLAINT HANDLING PROCEDURE. vee 183. Danton of Customer Camel, cs 22. Cistamer Canpant and Escalation Haneing sn 80 RECORDS nnn ee $00 REFERENCES cn vn 410 ATTACHMENTS...Sessa ucutag dante Service Level Agreement with CCO ee ET 4.0 SERVICE LEVEL AGREEMENT DECLARATION ‘Tie Sentco Level Agreement (reared ferefir as “This Agresmant) between Emotes Nuclear Energy Cerporaton(herenafr ffl to ws ENEC) and Information & Camunicatone Techrclog of Enians Nucla Efersy Coporaton (hein fetered far CT) apacfies the servees and al ane lov largets of wich CT agree fo prove sarc fo ENEC a ‘Thi Agroamont is vali fram April 1, 2043 fo December 2, 2013, and is subject fo ovow before "espe Represertaios of ENEC and ICT sould conduct meeings fo dacss fe medication of te {ed eanditons of The hgreomont The sized lens and onatons shell be doce te form of ‘mosing minus e-tache 1 he Updated Saice Lael Agron or execon 2.0. SERVICE DESCRIPTION 21, Inscope Services: ‘A Sovies a pe ICTREF- 200-2 -1CT Saree Cataoav0 22, Sarvees xcs: Non I Sorveas (x, Sytem movements, Dis Screen contentchanges et) 23, Soriees Hour (07:00 rst 16:30 Hrs, Sunday to Thursday 24, ICT Spor Contet Meth: CT Support canbe contacted on th exenlan 886 or by ell mupperéBenee. go. 26 3.0. TERMS AND DEFINITIONS 32. Mejor Acide - majo rd or suas, suchas fre, nuricane, fe. eanhguake hat bileanty ‘domoges ha savioe sliver Inhaclia wich ads la see eruption 33. Scheduled Maintenance the agred metre thal a sevice sl be down fo maltenence 34 Seniee Intron he Simestame uth a cence ir unavaole dng business hauAuge Asta cailaylande Service Level Agreement with CCO OT eT 40 SERVICE LEVELS & TARGETS Prony “Seri Lave Desrigtion Response Tine rowiewse —[aodintwe | 2Hows | SHours ‘Custorer Update vey tHow [Ever/Z Hours [Every 8 Hours | Every Hous Reson Tine Tavoure ‘Hows 20Hows [32 Houre Note: Pasa refer o Seton 7.1.4.1 of ICT-PRC-200-01 CT Seevie Incident and Sonic request Nanageriont Procedure or mpact Oese"tan Pease ter to Socton 7.142 of ICT-PRC-20001 ACT Sanco heidant and Service roquest Naragement Prosar for Upancy Desapson Pasa rte 9 Section 7.14.3 of ICT-PRC-200.0' CT Sanics Incident and Service request 42, Senice Reqs: "New employe Laptop and Access Provisioning = 40 Business Hou (5 Bushess Day) ‘Sofware instalation Raqusts— 32 Business Hours ‘Standaré Harare / Laptop Related Roquasis~ 16 Busines Hours ‘Accnss Provisioning /De-rovisioning /Modcaton~ 16 Business Hours ata Bacup o: Restoration — 32 Business Hous ‘Service Eohancament an Other Raqusts— Wil be agreed tot te wi the recut 43. JOT Sonics Management Program Patamance bom es e eartaamara Sram ema lasnas | seo Staligtame’ ntsepergean * Sie SEgerae” inaction Ee same [Some meSepia cite dain Service Level Agreement with CCO Re eT) f Pn ee Jneetetccaon ‘men ic sane Lev "na average of renry SLA [Adherence (ecussts sta JAnnwaty 96% fame witvn agroca “sed | I ae 44 Icr seven [papa erin = Sean [Servos Availabilty = (A-B-C) / ~ (as}oox (Evaluate the availabilty of |A: Total Business Hours: | lanice re canmaeaene /—awatatity {Service wathin the duration |B: Hours of scheduled onwaty om Jt memrenere Innere mn Tots ern Son ae 5 Eiht ito I pun oft win hin pr of ewan wi low Hows sven aor mewn nich (Commas Servers | Every [cutee 2 linadert | |GonmuricatonsSeniea's PONT mite Nonfat or) sae PY Hm fares ar ren 5.0. SERVICE REPORT 51, Monty Report Report Timarame Monty Pate 2. Updates on Newhanged ICT Senice Oferngs 5 aigned Saniae Lav Faraemenis tau witin te Rapa IReven Contant 152. Msjor incident Resolution ReportuUIAsLn a Rate Service Level Agreement with CCO Aen Rov 9 PazaTofo SEEEEIEC Ison an incident tat has bean prized as Pry 1 ince by te ICT [Serve nant Nanagemart Process. Rezor Tmatame le monte |i Poionianée egal sgned Sonics Laval Agrecmants Target win We Ropar [Report Content i. Series Complain tae | nual Gstomer Satan Survey Report. 60 SERVICE REVIEW MEETING 61, Servoe Review Mestng 7.0 SCHEDULED MAINTENANCE ‘Scheduled Mainanance Windows ICT i equted to update and maint he tecnica infastucie on ‘Steger base The opreed change window forthe work ae + Tusséay 30 pm 9.00 pm Trusty £00 pm —800 pmSapte tciay Ranaut Service Level Agreement with CCO Se ET) 1 and 2 Pay of te Month 7.0 am —1.00 am 1+ 3% and” Fridays ofthe Noth 8.00 am ~ 5.00 pm patching Ciel Systm Maintenance ~ From tine to ne ois maintanance, auch a urgent secuty pais tmay neat ob perormed within business hore wich may pact on soiceavslaily Sif wil be ‘ed and al atmpt wil be mage fo mine the bashers impact of the changes. Such aetanares Wilbe commurtestod and tminge wil be mutual agreed with ne Dinas 80 CUSTOMER COMPLAINT HANDLING PROCEDURE, 81. Datton of Customer Comalat 1814. ICT consider the folowing to be vals Customer Complains 1.11. Nogatv porcapion or opinion towards ICT Srvoes. 81.12. Tho seni eveltargt defined by he Sone Lovel Agromest was rat mot 84.13. ntorupon of CT Sevices aval 82, Customer Camplaint and Escalation Haning 82:4. Business Relalonsip Team of ICT shall eomslets the flowing tasks upon recivng an ‘dal complaint dust soures ited pSecion 811 for customers and users 825.4. Clary wih customer and user to cect the target ofthe compli 122.42, nveslgnte the posse medaton fre compli, ané étemine wheter to ck suppor fom abe ICT ampiyees and enrectors, 1821.3. Communicate wth the customer and users to rssvecomplaht 22:4. Cant wr he canter on Be resolution of he compa othe satacton Sha Update complaint resctutontn Customer Compas List 1122. The rascuton of Inert causing sence intrusion shall be handed va ICT Service Ident Management Process. (823. Customer Complans can be srt to he oral lsusionescomslanstesecsrovam ae “This Agreement gtectve fom Apel 01, 2019 to December 31, 2013 and shall bo reviewed before Decamber 34,2013. Neudcaon ofthis Agreement shal be dcesed and eottimed in fhe fem of ‘tng ins, and aiaced ole Agreement or implementation.eee ES | Service Level Agreement with CCO CS TET 161 Service Rapa Customer Repesoative Sere pee: eg Oe seat rr tee Loflide Ss. a 04 Ar 2008 Og Gon 20% 99 RECORDS ora 10.0 REFERENCES IBOMIEC 20000-12011 Infomation Technaogy - Seviee Maragement 44.0 ATTACHMENTS