Red Cactus Internet Business Standard Service Level Agreement. Copyright 2016 Red Cactus Software

Transcription

1 Internet Business Standard Service Level Agreement Cpyright 2016 Red Cactus Sftware Created by Red Cactus Page 1 f 14 Date Issued: Red Cactus SLA v4 4

2 Table f Cntents 1. OVERVIEW GENERAL COMPANY AND CONTACT DETAIL DEFINITIONS PROJECT MANAGEMENT SUPPORT AND ON-SITE AVAILABILITY CLIENT'S OBLIGATIONS WARRANTIES LIABILITY AND INDEMNITY CONFIDENTIALITY TERMINATION CONTRACT PERIOD PUBLICITY HOSTING ON RED CACTUS INTERNET BUSINESS WEB SERVER / DATA SERVER OR MAIL SERVERS COSTING STRUCTURE VERSION HISTORY ACCEPTANCE OF AGREEMENT Created by Red Cactus Page 2 f 14 Date Issued:

3 1. Overview This dcument serves t describe the standard Red Cactus service level agreement. The agreement pertains t web hsting, develpment and graphic design. 2. General Cmpany and cntact detail Red Cactus Sftware CC 2000/056709/23 VAT Tel: 0861 CACTUS ( ) r Supprt Tel: +27 (861) CACTUS ( ) Website: Supprt/Helpdesk address: supprt@redcactus.c.za BEE status: e.pdf Fr references visit Fr additinal supprting dcumentatin please let us knw! In shrt ur service ffering cmprises: Web Develpment Hsting / Clud services Database Hsting (SQL 2012/MySQL5.5) Mail Graphic Design Custm Develpment and Mbile App develpment Created by Red Cactus Page 3 f 14 Date Issued:

4 3. Definitins Red Cactus The fllwing definitins apply when referring t: Applicatin means the surce cde and cmputer prgrams used by Red Cactus t develp and maintain the slutin. ASP means Micrsft Active Server Pages. (ASP) is a server-side scripting envirnment that yu can use t create and run dynamic, interactive Web server applicatins. ASP.NET means the upgraded versin f ASP running n ne f the Micrsft.Net Framewrks. We currently supprt all versin up t 4.5. Changes means the wrk dne by Red Cactus as requested and signed ff by the client in the requirements and specificatins dcumentatin. Cmmencement date means the date that was specified in the prject plan as the start f the prject. Develpment means the prcess f creating a new applicatin r slutin. Dcumentatin means the printed r electrnic materials used by the client t assist him/her in using the system. It als includes the specificatin dcumentatin. HTML (Hyper Text Mark-up Language) means the language used by brwsers t render the cntent f web pages t users ver the Internet r an intranet. Internet means the wrldwide cnnectin f cmputer netwrks. Link means the cnnectin between ne website and anther. Maintenance means all services relevant t the fllwing but nt excluding exceptins; Updating the applicatin r slutin as per the requirements. Perfrming impact analysis and updating related links. Updating the relevant dcumentatin including specificatins and help dcumentatin. Ensuring user acceptance testing gets perfrmed and signed. Supprting implementatin prcesses. Prject plan means the dcumentatin that will cntain the deliverables and dates assciated with the applicatin r slutin. Red Cactus means Red Cactus Sftware CC, its directrs and emplyees. Requirement means the dcumented material that describes what the client wants the applicatin r system t d. Specificatin means the dcumentatin that cntains all the functinal, technical and Created by Red Cactus Page 4 f 14 Date Issued:

5 business rules that the client wants the applicatin r system t perfrm. This is the main dcumentatin t be used when develping and maintaining the system. SQL means Structured Query Language and refers t the Micrsft SQL database r ther Relatinal databases like Oracle, MySQL and MSSQL. UAT (User Acceptance Testing) means t demnstrate t the client that the applicatin r system slutin perfrms and cmplies with the client specificatins. URL means Unifrm Resurce Lcater and is the address f the website. User means the persn that will use the applicatin r slutin. Web Brwser means the sftware available t brwse the cntent f a web page. Examples include Micrsft Internet Explrer, Chrme, Firefx. Web Page means the cntents f a web brwser windw. Web Site means the cllectin f web pages that cnstitute an applicatin r slutin 4. Prject management Red cactus will use a standard prject management apprach with regards t the assessment, analysis, design, develpment, implementatin and supprt f the applicatin / slutin. All maintenance slutins will be utlined as a prject within Micrsft Prject. The industry standard PMBOK will be applied. As a standard all requested changes r new develpment shuld be dcumented in a specificatins dcument and a prject plan set-up fr apprval by the client. The prject plan s main items will fllw the classic slutins develpment methdlgy. The prject plan will als cntain the csting fr the prject, prviding the client with this detail will avid csting issues and implementatin expectatin prblems. Fr mre n the csting see Csting Structure Created by Red Cactus Page 5 f 14 Date Issued:

6 5. Supprt and n-site availability Red cactus will prvide ptinal n-site supprt fr installatin f applicatin r slutins. The n-site supprt will be available t the client at a prearranged and apprved time. The supprt is additinal t the prvided installatin dcumentatin that will be prvided. An accunt manager will be available t the client during nrmal wrking hurs. Red Cactus will respnd t requests based n the severity f the request. The fllwing categries f severity will be adhered t. Type f Request Respnse Time Emergency 6 hurs r less High pririty 12 hurs r less Nrmal pririty 24 hurs r less Lw pririty 48 hurs plus Red Cactus undertakes t attend t the request within the timeframes prvided. A request needs t be lgged with the helpdesk at which pint the respnse will begin. Where Red Cactus will nt be able t supprt the abve respnse times because f clients that is gegraphically difficult t supprt, r where we are experiencing a shrtage f staff because f annual leave r ther factrs, we will make alternate arrangements with the client in rder t prvide sufficient supprt. 6. Client's bligatins The client will prvide the fllwing during the develpment f the applicatin r slutin. The crprate identity f the client, these include but are nt limited t lgs, designs and related graphic materials. Created by Red Cactus Page 6 f 14 Date Issued:

7 Cpy r cntent that will be required fr the develpment f the applicatin r slutin. These might include prgrams and sft cpy text. It des nt include cde, prgrams, imaging and related material that Red Cactus will develp. Prvide Red Cactus with sufficient and reasnable testing data, infrmatin, persnnel, facilities, and designated equipment t enable Red Cactus t deliver the applicatin r slutin. The client will have the respnsibility t sign-ff the specificatins and cnfirm that the specificatins meet their requirements. 7. Warranties Red Cactus warrants that the applicatin r slutin prvided will meet the specificatins signed ff by the user. This als applies t additinal written accepted and signed-ff changes t the riginal specificatin. Red Cactus undertakes t prvide the applicatin r slutin withut errrs r bugs. Bugs and errrs f 3 rd party plugins, mdules r cde is nt the respnsibility f Red Cactus, we will hwever d ur best t find a slutin r wrkarund f the bug r errr. Where these errrs d ccur within the first 60 days fllwing UAT sign-ff, Red Cactus will crrect these errrs free f charge. The fllwing cnditins apply t the warranty. The client must ntify Red Cactus f these errrs in writing within 60 days fllwing UAT sign-ff. The client did nt cause the errr. The errr was due t faulty wrkmanship by Red Cactus. Red Cactus warrants that it has the apprpriate skills, expertise and resurces t prvide the applicatin r slutin that the client requires. Red Cactus warrants that in prviding services t the client it will nt Created by Red Cactus Page 7 f 14 Date Issued:

8 unreasnably interfere with the clients business. 8. Liability and indemnity Except where this dcument expressly states the cntrary, Red Cactus will nt be under any liability t the client in respect f any indirect lss r damage. 9. Cnfidentiality Bth parties will keep cnfidential and secret all infrmatin f the ther party and will nt use such infrmatin except fr the sle purpse fr which it was disclsed. All infrmatin will be regarded as secret. All infrmatin will be returned nce the prject r cntract expires, shuld the client require this. Cnfidentiality will survive the terminatin f the cntract. 10. Terminatin Any party may terminate this cntract with a 30 day written ntice. All utstanding csts are t be finalized within a full calendar mnth frm terminatin date. 11. Cntract perid The cntract perid fr each prpsal will be expressly stated in the prpsal r cntract. 12. Publicity Red Cactus will nt, withut written cnsent (which shall nt be unreasnably withheld) disclse that it is dealing r has had dealings with the Client. Created by Red Cactus Page 8 f 14 Date Issued:

9 13. Hsting n Red Cactus Internet Business Web server / Data server r mail servers Red Cactus agrees t prvide the fllwing services: Redundancy layer The client will be prvided with an n-site backup cpy f the database and the web applicatin t facilitate a standby server layer ptin. The Supprt Manager will activate this cpy f the applicatin as the prductin site when a call is lgged and the technicians are unable t reslve the call in the allcated time. This applicatin sftware will be identical t the prductin envirnment. The database will be the last verified backup. The primary and secndary DNS servers will be updated with the standby server IP address t ensure a smth transitin. Supprt Supprt is prvided via telephne and . The supprt helpdesk will be available during ffice hurs and will attempt t prvide a reslutin within 24 hurs. Supprt related t the services in this prpsal will be free f charge; any additinal supprt will be fr the client's accunt. An peratr cntact number will be prvided fr after hurs supprt n an emergency basis nly. Office hurs are frm 9:00 am t 16:30 pm. The supprt phne line is 0861 CACTUS ( ) / / The supprt address is supprt@redcactus.c.za Disaster Recvery In the unlikely event f a COMPLETE disaster at the primary premises in Randview, Jhannesburg, a secndary site in Brynstn, JHB is available fr disaster recvery. Created by Red Cactus Page 9 f 14 Date Issued:

10 The secndary site is mre than 20 km frm the primary site, prviding adequate redundancy. T recver frm a ttal applicatin lss all DNS registratins will have t be re-executed. Due t the glbal prpagatin nature f this prcess recvery culd be delayed by up t 48 hurs. Escalatin prcess When a call is lgged with the helpdesk r the standby peratr, the technician(s) will be ntified t reslve the issue. The technicians have a 4-hur windw in which t crrect the prblem and clse the call. On clsure the client will be ntified by the helpdesk. If the technicians are unable t reslve the issue in time the call will be escalated t the supprt manager. The supprt manager will, after evaluating the severity f the incident, determine whether t cntinue reslving the issue r t start with the disaster recvery prcedure, whichever will result in faster uptime. A reprt will be prvided t the client, prviding adequate infrmatin regarding the detail and reslutin f the incident. Services The fllwing are sme standard services we will be prviding n ur Windws servers. Web Services SMTP/POP/IMAP/MAPI services FTP Service SQL 2012 Server MySQL 5.5 Server Mre nline at N guarantees are prvided with regards t bandwidth. We are part f a larger infrastructure that varies in activity. We are, hwever, cnfident that we meet and exceed industry standards. Created by Red Cactus Page 10 f 14 Date Issued:

11 All infrmatin is treated as secret. This includes the files, client details, data and ther infrmatin. N infrmatin is shared, sld, r expsed by Red Cactus in any way unless requested by the client in writing. Where pssible all sftware security patches get applied and prcedures are fllwed t ensure the highest level f security and uptime can be guaranteed. Due t the nature f the Internet and the Windws / Linux platfrm, Red Cactus is nt respnsible fr any breaches in security f thse systems. We will hwever respnd diligently t any pssible threat. Where nt therwise specified, either party requires a 30-calendar day cancellatin ntice. Created by Red Cactus Page 11 f 14 Date Issued:

12 14. Csting structure Red Cactus will bill all the staff (regardless f skill) ut, t the client at the same lw rate, insuring that the prject csting remains transparent. All csts and prject plans will be prvided t the client fr sign-ff prir t the cmmencement f the prject. A standard hurly rate will be applicable fr all wrk dne by Red Cactus; this rate is fr bth maintenance and new develpment. The hurly rate will be charged at time plus a half n after hur prject requirements. Standard csting will include the fllwing line items. Admin fee (This includes SDM and dcumentatin updates) Prject Manager R Business Analyst R Impact analysis fee Systems Analyst R Develpment fee Analyst prgrammer R Primary user acceptance testing fee Testing persnnel R Integratin fee (includes distributin packages and material) Server supprt and installatin R Supprt and maintenance fee Helpdesk and supprt persnnel R A qutatin prcess f requested applicatin r slutins wuld always be fllwed fr apprval. Hurly rate during nrmal business hurs: R Created by Red Cactus Page 12 f 14 Date Issued:

13 inclusive VAT. Hurly rate during afterhurs: R inclusive VAT. 15. Versin Histry N. Detail Date Rev. by Versin 1 Initial versin Mvn Update fee structure Mvn Update datacentre SLA and Csting 4 Update Csting, Cntact details and Hsting 5 Update supprt detail, lg and fees Mvn Mvn Mvn Update wrding and layut Mvn Update rates, frmat and lg Mvn Updated dates and terms Mvn Updated term and cnditins Mvn Update after-hurs rate 2016/01-22 Mvn 4.4 Created by Red Cactus Page 13 f 14 Date Issued:

14 16. Acceptance f agreement Please sign and fax back t us at (086) r scan and t supprt@redcactus.c.za t indicate that yu have read and understand this service level aggreement. Each page shuld be initialled and this last page signed in full. I hereby undertake that I am authrised t represent (Cmpany) and acknwleges that this dcument has been read and that the cntents is understd. Authrised persn: Title: Date: Signature: Created by Red Cactus Page 14 f 14 Date Issued: