P.O. Bx 4 7 02 La Luc ia Ridge, 4 051 T el: (2 7-31) 5 66 1 525 Fax: (2 7-31) 5 6 6 1 560 Servic e Desk: 0 86 1 10 1061 Service Level Agreement Uniteam Investments 101 (Pty) Ltd Reg N. 2010/009455/07 Lu Cncrde Huse, 1 Nllswrth Park, Nllswrth Crescent, La Lucia Ridge, 4051, Durban, Suth Africa, P. O. 4702, La Lucia Ridge, 4051 Directrs: Anil G Pema; Bhupesh K Dahya; Mark W Perry.
CONTENTS 1) Preamble... 3 2) Security including end pint prtectin... 4 3) Internet access and general web services... 4 4) Email... 5 5) Juta law reprts... 6 6) Desktp Supprt Services... 7 7) Wireless (WIFI) Access... 8 8) Supprt utside f chambers... 8 9) Service availability and supprt respnse... 9 10) Ntes... 9 Uniteam Investments 101 (Pty) Ltd Reg N. 2010/009455/07 Lu 1 Cncrde Huse, 1 Nllswrth Park, Nllswrth Crescent, La Lucia Ridge, 4051, Durban, Suth Africa, P. O. 4702, La Lucia Ridge, 4051 Directrs: Anil G Pema; Bhupesh K Dahya; Mark W Perry.
1) Preamble - 3 - PSI will ffer the services described within this Service Level Agreement (SLA) and yu the Client, as indicated by yur signature, will receive the services in accrdance with the fllwing cnditins i. Services and service entitlement are subject t Yur accunts(s) with PSI being in gd standing Yu discharging yur respnsibilities as indicated in this and any related dcuments issued by PSI frm time t time, including but nt limited t PSI s fair usage plicy dcument. Yu using reasnable discretin when placing calls and assigning pririties ii. Shuld yu be signing fr r n behalf f staff emplyed by yu in either a shared r dedicate capacity and said staff make use f these services yu agree that they are bund by the same cnditins as thse that bind yu iii. PSI warrant that Its supprt persnnel will have skills cmmensurate with the requirements f services delivered bserve all health and safety rules and regulatins and any ther security measures that apply in chamber act in a prfessinal manner in all dealings with yu iv. General It is acknwledged that time is f the essence within the advcates prfessin and t this end PSI will use reasnable cmmercial effrts t ensure that emergency requests are respnded t. and its members acknwledge that they have a respnsibility t assist PSI in managing demand within the framewrk f csts and capacity. PSI cmply with vendr terms and cnditins and as such will nt actin any request that breaches such terms and cnditins including but nt limited t cmpliance with sftware licensing. The dcument is a living dcument and is subject t review frm time t time by bth the management and PSI; each party t agree changes befre they becme effective. Such changes will nt be unreasnable in nature nr be unreasnably declined. v. By signing this SLA yu accept and acknwledge
The cnditins nted abve - 4 - Yur respnsibilities as indicated in each f the services described in this dcument The minimum term fr services t be delivered as 36 mnths. Cntract will autmatically renew fr anther 12 mnths n anniversary date. Shuld yu wish t terminate these services after the minimum perid yu need t prvide PSI 3 mnths written ntice t terminate yur subscriptin t the services. 2) Security including end pint prtectin PSI will be deplying ESET Smart Security Prtectin fr all laptp and desktp cmputers cnnected directly t the LAN. ESET is a wrld leader in virus prtectin and will aid in the preventin f malicius attacks t bth the desktp device and the netwrk. In cnjunctin with the CYBEROAM firewall the risk f attack will be minimized. Malware and virus signatures are cntinually updated in real time ensuring the latest technlgy is cntinually prtecting the netwrk and its devices. It is mandatry that any device attached t the grup Lcal Area Netwrk r Wi-Fi infrastructure is prtected by this service. Visitrs with authrity t make use f the grups Internet access whilst in chambers will have their netwrk traffic ruted in such a manner as t prevent cntaminatin f grup IT facilities. This will mean that they will nt be able t access grup printers, grup Juta r ther grup LAN based services Service supprt delivered by PSI Remte & On-site supprt Client respnsibilities D nt attempt t remve end pint prtectin Allw upgrades t end pint prtectin Cmply with standards Fllw nrmally accepted safe cmputing practices 3) Internet access and general web services
- 5 - Utilizing a fibre ptic service access t the internet and internet based services is prvided t each Advcate and/ r secretary. Internet access is a shared service acrss all members f the grup. As such excessive utilizatin by ne r mre members may impact n all ther grup members. Capacity fr this service has been csted n a maximum f 3 devices per user utilizing these services in accrdance with PSI fair usage plicy. Such devices can be cnnected either via the wireless r wired cnnectivity ffered in the chambers. PSI will mnitr capacity usage (nt cntent) and where breaches f fair usage ccur t the extent that ther grup members reasnable use f the service is cmprmised such excess will be cntrlled. Where demand indicates an upgrade t the internet line capacity required PSI will advise f the need, supprted by apprpriate reprts, and will after agreement increase capacity. The cst f which will be spread acrss all users f the service. In rder t implement a reasnable, fair use regime, PSI will assign pririty t Internet service usage with the fllwing services receiving higher pririty than ther services; Email General brwsing Weekly r mnthly reprting n usage can be prvided t grup administratin n an as requested r require basis. Service supprt delivered by On-site & Remte supprt Client respnsibilities Fllw fair usage practices Place supprt calls thrugh service desk 4) Email We understand email is a critical tl f business and as a valued business partner we understand the urgency f this tl. T avid any cnfusin, belw is a detailed breakdwn f services and respnsibilities regarding email. PSI facilitates access t a MWEB @law.c.za and ther hsted email service and is respnsible fr access t that service frm the firewall utwards. If the advcate has chsen nt t use PSI fr desktp supprt, after initial remte investigatin, any calls fr assistance that are nt related t PSI infrastructure must be dealt with by yur 3rd party desktp supprt partner.
- 6 - Cmpnent f service PSI Actins PSI respnsibility 3 rd Party hsted email Lg call with 3 rd Party Manage call until cmplete PSI infrastructure* Lg call with PSI engineer Reslve *PSI infrastructure includes: Server, Firewall, Internet, and Switch Nte that ther dmain accunts such as gmail.cm r yah.cm are nt supprted by PSI but if supprt is selected then PSI will manage the call t the 3 rd party. Prblems with these accunts can be lgged by the advcate with the service prviders fr reslutin, nce remte supprt has eliminated PSI Infrastructure within the chambers as being the cause f any incidents. Service supprt delivered by Remte & n-site supprt fr PSI Infrastructure nly Client respnsibilities Place supprt calls thrugh service desk Observe safe email practices Subscribe t the service 5) Juta law reprts Juta publicatin will be available fr access within the chambers Lcal area netwrk ( LAN ). PSI license agreement with Juta des nt allw PSI t ffer access t the cntent unless the device accessing cntent is attached t the grups LAN. Updates t the prduct are prvided t PSI n a mnthly basis. PSI will lad such updates with 2 business day f receipt frm the publisher. PSI cannt reslve issues relating t cntent f Juta functinality. All such calls will be referred t publishers fr reslutin; such reslutin will be in accrdance with publisher s terms and cnditins. PSI will managed all such calls thrugh service desk agents. Service supprt delivered by Remte and n-site supprt, 3 rd Party service prvider Client respnsibilities Subscribe t the service Observe publisher terms and cnditins Place supprt calls thrugh service desk
6) Desktp Supprt Services - 7 - Break / Fix Services Shuld the advcate chse t accept the mnthly desktp supprt services the belw services will be included and will nt be an additinal charge. Break /Fix services will restre any failed cmpnent f a subscribed service t an peratinal state. Fr hardware under warranty, vendr r supplier terms and cnditins will infrm entitlement and repair times. PSI can prvide the belw services n a time and material basis. This supprt will be classified as break/fix r installatins, mves, additins and changes (IMAC). Service supprted 08:00 t 17:00 during nrmal business days Service supprt delivered by 3 rd Party r PSI by time and materials basis Client respnsibilities Prvisin f a supprted device t attached t service Observer service prvider terms and cnditins Service cst Time and materials rates at the time IMAC Services IMAC services will deliver n any request fr installatins additins, changes r mves. Examples f an IMAC service include Installatin f a new device r sftware prgram Subscriptin t a new service Relcatin frm chamber r within chamber Service supprted 08:00 t 17:00 during nrmal business days Service supprt delivered by Remte and n-site supprt Client respnsibilities Prvisin f new device, sftware license and media Call lgged t service desk Service cst Csts will be fr subscribers accunt.
7) Wireless (WIFI) Access - 8 - A secure WIFI slutin will be prvided within the grup premises cvering yur flr areas. Access t the WIFI slutin will be autmatically prvided fr up t 3 devices per subscribed end user. Frm a security view pint PSI will nt allw individual WIFI units t act as gate ways t the grup LAN. Such units will nt be allwed t cnnect t grup LAN. Primary access t the grup LAN shuld be via a fixed data pint established in chambers. It shuld be nted that WIFI when cmpared t wired netwrking still has sme limitatins in terms f speed and capacity and as such shuld be used when mving thrugh the building and nt as the primary access methd. The WIFI slutin will prvide adequate access t all services, including the ability f individual advcates t allw guests access t Internet services as required and enable seamless switching between wired and wireless access t all services. Guest users f the WIFI slutin will nt be allwed t access any grup LAN based service ther than access t the internet. This is t enfrce security f the grup and its members and is in line with nrmal guest access principals. Service supprted 08:00 t 17:00 during nrmal business days Service supprt delivered by Remte & n-site supprt Client respnsibilities Cmpliance with security requirements Prvisin f a supprted device t attached t service Calls lgged t service desk 8) Supprt utside f chambers PSI d nt ffer supprt fr grup members utside f the chamber buildings as part f this service ffering. In the event that a grup member requires IT supprt either at hme r in a remte lcatin PSI will endeavr t cntract a 3rd party service prvider with apprpriate skills t address such requests. PSI ffer n warranty r representatin as t the effectiveness f such service prviders but will use cmmercial best endeavrs t ensure that they are minimally able t reslve any such grup member requests. Csts assciated with this facility will be charged directly t the grup member requesting the service.
- 9-9) Service availability and supprt respnse Service Planned Availability Supprt Hurs Respnsiveness Security 24x7x365 08:00 t 17:00 NBD A maximum f 4 hurs after call is Data Prtectin 24x7x365 08:00 t 17:00 NBD A maximum f 4 hurs after call is Internet access 24x7x365 08:00 t 17:00 NBD A maximum f 4 hurs after call is Email 24x7x365 08:00 t 17:00 NBD A maximum f 4 hurs after call is Juta 24x7x365 08:00 t 17:00 NBD A maximum f 4 hurs after call is Break / Fix Services 08:00 t 17:00 08:00 t 17:00 NBD A maximum f 4 hurs after call is IMAC services 08:00 t 17:00 NBD 08:00 t 17:00 NBD A maximum f 2 business days after call is WIFI 24x7x365 08:00 t 17:00 NBD A maximum f 4 hurs after call is Supprt utside f chambers 08:00 t 17:00 NBD 09:00 t 16:00 NBD A maximum f 3 business days after call is 10) Ntes Availability f a service utside f supprted hurs is nt guaranteed. In the event that a call is utside f supprted hurs it will be attended t at the start f the next business day. Respnsiveness means cmmencement f wrk by either n site r remte supprt engineers t a call lgged thrugh the service desk Call respnsiveness can be imprved fr urgent supprt. Excessive demand fr urgent supprt will impact ther grup members. Grup administratin may be requested t arbitrate in such situatins.
- 10 - SIGNED at n 20 Fr: PSI (PTY) LTD Signatry: Capacity: SIGNED at n 20 Fr: Client Signatry: Capacity: Witness fr PSI: Witness fr Client: