MARCH 2013 SAHRIS SLA: SAHRA & PC
SERVICE LEVEL AGREEMENT
between
THE SOUTH AFRICAN HERITAGE RESOURCES AGENCY
(A statutory body established in terms of section 11 of the National Heritage Resources Act,
1999 (Act 25 of 1999)
(Hereinafter referred to as “SAHRA”)
Represented by Mmabatho Ramagoshi in her capacity as Acting Chief Executive Officer of
the South African Heritage Resources Agency)
and
The SAHRIS Users and Partnering Institutions
(Hereinafter referred to as “The Users”)
(Collectively referred to as the “Parties”)
Please note this is a template and minor changes and corrections may apply should a
partnering institution wish to engage in a more formal arrangement as detailed in
certain sections of this SLA. The SLA should also be read in principle as SAHRA’s level
of commitments to all the users of SAHRIS.
MARCH 2013 SAHRIS SLA: SAHRA & PC
Foreword
This Service Level Agreement forms part of the Memorandum of Agreement entered into between
the THE USERS and The South African Heritage Resources Agency (SAHRA). This Service Level
Agreement rescinds and replaces any previous or interim Service Level Agreement with THE USERS
for SAHRIS implementation, Hosting and Support.
Approval
The signatories hereof, being duly authorised thereto, by their signatures hereto authorise the
execution of the work detailed hereto, or confirm their acceptance of the contents hereof and
authorise the implementation/adoption thereof, as the case may be, for and on behalf of the parties
represented by them.
_________________________________ _____________________
Mmabatho Ramagoshi Date
Acting CEO, SAHRA
References
1. National Heritage Resources Act 1999 (Act 25 of 1999)
2. National Environmental Management Act 1998 (Act 107 of 1998)
3. Constitution of South Africa
4. Government Wide Enterprise Architecture 2009
5. Promotion of Access to Information Act 2000 (Act 2 of 2000)
6. State Information Technology Agency Act (Act 88 of 1998), as amended, (Act 38 of
2002)
7. Public Service Act 1994 (Proclamation 103 of 1994)
8. Electronic Communications Security (Pty) Ltd Act 2002 (Act 68 of 2002)
9. Public Services Regulations 2001
MARCH 2013 SAHRIS SLA: SAHRA & PC
Contents
Foreword ................................................................................................................................................. 2
Approval .................................................................................................................................................. 2
References .............................................................................................................................................. 2
Amendment History ................................................................................................................................ 5
1. Introduction .................................................................................................................................... 6
1.1 Migration cost ............................................................................................................................... 6
2. Scope of Work ................................................................................................................................. 6
3. Parties to this Service Level Agreement ......................................................................................... 6
4. Statement of Purpose of the Service Level Agreement .................................................................. 6
5. Definitions and Abbreviations......................................................................................................... 7
6. Duration of this Service Level Agreement ...................................................................................... 7
7. Review of this Service Level Agreement ......................................................................................... 7
8. Amendments ................................................................................................................................... 7
9. Termination and Disputes ............................................................................................................... 7
10. Service Reviews ........................................................................................................................... 8
11. Responsibilities and Obligations ................................................................................................. 8
12. Service and Support Hours.......................................................................................................... 9
13. Incident Logging and Escalation .................................................................................................. 9
14. Pricing ........................................................................................................................................ 10
15. Warranties and guarantees ...................................................................................................... 10
16. Penalties and Incentives ........................................................................................................... 10
17. General ...................................................................................................................................... 10
18. Domicilium Citandi et Executandi ............................................................................................. 11
19. Signatures and Execution .......................................................................................................... 11
ANNEXURE A SERVICE ELEMENTS ................................................................................................... 13
A1 DATA CENTRE PROCESSING SERVICES ......................................................................................... 13
A2 BUSINESS SOLUTIONS DELIVERY .................................................................................................. 15
A3 FUNCTIONAL APPLICATION SUPPORT ......................................................................................... 15
A4 TRAINING ..................................................................................................................................... 17
A5 MANAGEMENT SERVICES ............................................................................................................ 18
ANNEXURE B FINANCIALS ............................................................................................................... 19
B1 HOSTING COSTING (Mweb Monthly Rentals) .............................................................................. 19
B2 CAPITAL COSTS (NETWORK ATTACHED STORAGE (NAS) SERVERS) ............................................. 19
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE C RESPONSIBILITIES ...................................................................................................... 20
C1 SAHRA’S RESPONSIBILITIES ................................................................................................... 20
C2 THE USERS’S RESPONSIBILITIES............................................................................................. 21
ANNEXURE D SERVICE REQUESTS ................................................................................................... 23
D1 TECHNICAL MAINTENANCE (INCIDENT AND PROBLEM MANAGEMENT) ............................. 23
D2 REQUEST FOR SERVICE .......................................................................................................... 23
ANNEXURE E SERVICE REVIEW REPORT .......................................................................................... 24
ANNEXURE F CALL LOGGING, ESCALATION AND CORRECTIVE ACTION PROCEDURE .................... 25
F1 CALL LOGGING PROCEDURE ..................................................................................................... 25
F2 ESCALATION PROCEDURE ......................................................................................................... 25
ANNEXURE G DEFINITIONS AND ABBREVIATIONS .......................................................................... 26
G1 DEFINITIONS .......................................................................................................................... 26
G2 ABBREVIATIONS .................................................................................................................... 27
MARCH 2013 SAHRIS SLA: SAHRA & PC
Amendment History
Revision No Date Change Request No. Pages Changed
Version 1.0 None All Pages (new
document)
MARCH 2013 SAHRIS SLA: SAHRA & PC
1. Introduction
This SLA has three elements:
i) Implementation of the new SAHRIS system;
ii) Hosting of SAHRIS; and
iii) Support of SAHRIS
SAHRIS is provided free of charge but full coverage of the development costs after 31 October 2014
are not guaranteed by SAHRA and may be shared by members of the SAHRIS Partnership
Committee.
1.1 Migration cost
There is currently no charge for migrating existing data held by museums and heritage
authorities into SAHRIS.
2. Scope of Work
a) The implementation of SAHRIS comprises of:
i) Training of staff on the effective operation of SAHRIS
ii) Setup of templates specific to the relevant partner
iii) Migration of data
iv) Convening regular Partnership Committee meetings
b) The operational maintenance and support:
i) Functional support
ii) Application support
iii) Hosting services
3. Parties to this Service Level Agreement
The parties to this SLA are:
a) The South African Heritage Resources Agency (SAHRA); and
b) THE USERS
4. Statement of Purpose of the Service Level Agreement
a) The purpose of this Service Level Agreement, which is subsidiary to the Memorandum of
Agreement, is to establish the relationship between SAHRA and THE USERS for the adoption,
implementation and hosting of SAHRIS.
MARCH 2013 SAHRIS SLA: SAHRA & PC
5. Definitions and Abbreviations
For the purposes of this Service Level Agreement, unless the context otherwise indicates,
the definitions in the Memorandum of Agreement shall govern this Service Level Agreement.
The definitions and abbreviations for the terms indicated in this Service Level Agreement are
detailed in Annexure G.
6. Duration of this Service Level Agreement
This Service Level Agreement shall commence on 17 May 2013.
7. Review of this Service Level Agreement
a) This Service Level Agreement shall be subject to an annual review and renegotiation in terms
of the conditions of the Memorandum of Agreement, to allow for requirements change
which must be agreed to by the Parties.
b) The review of this Service Level Agreement will be done at the Partnership Committee
meetings held at least every 12 months between the parties.
c) In the event that there are any changes to the National Heritage Resources Act (Act 25 of
1999) or other directly applicable legislation, which may materially affect the Service Level
Agreement, the parties will be entitled to request the review thereof.
8. Amendments
a) No alteration of, variation of or amendment to this Service Level Agreement is of any force
and effect unless it is reduced to writing and signed by the Parties.
9. Termination and Disputes
a) This Service Level Agreement may be terminated in terms of the Memorandum of
Agreement.
b) If any term, condition or provision of this Service Level Agreement is declared to be invalid,
illegal, unlawful or unenforceable;
i) that term, condition or provision shall be severed from the remaining terms,
conditions and provisions of this Service Level Agreement without affecting the
validity or enforceability of the remaining terms, conditions and provisions;
ii) where possible and appropriate, this Service Level Agreement shall be amended
in writing by the Parties to remedy the defect in a manner consistent with the
MARCH 2013 SAHRIS SLA: SAHRA & PC
remainder of this SLA and which best serves the objectives of this Service Level
Agreement;
iii) where the term, condition or provision of this Service level Agreement cannot
be severed without affecting the overall validity and enforceability of this
Service level Agreement, this Service Level Agreement shall terminate;
iv) where this Service level Agreement Is terminated, any remaining obligations
shall be submitted as a dispute and resolved In terms of the Memorandum of
Agreement; and if the THE USERS is dissatisfied with mandatory or optional
services provided by SAHRA, the THE USERS may refer the matter for dispute
resolution.
10. Service Reviews
a) Service Review meetings will be held at least every 12 months. These meetings will be
convened by SAHRA and will take place at a venue as indicated by SAHRA. The SAHRIS ICT
Officer or his designee will attend Service Review Meetings. Representatives from The
Partnership Committee will attend the Service Review Meetings on behalf of THE USERS.
b) A service report will be produced by SAHRA on a quarterly basis and will be discussed at the
Service Review Meetings. The format of the Service Report is attached as Annexure E.
c) Minutes of the Service Review meetings are to be provided by the SAHRIS ICT Officer and
circulated to all attendees and persons identified in the distribution list of the minutes
within 5 business days after the meeting.
d) The Service Review Meetings will provide input for the Service Improvement Program which
will include:
i) Action Plans for the resolution of service level non-conformances; and
ii) Corrective Action Requests from the applicable business unit managers.
11. Responsibilities and Obligations
1.1 Responsibilities
Annexure C details the responsibilities of the THE USERS and SAHRA in terms of this specific
service.
1.2 SAHRA’s Obligations to the THE USERS
a) SAHRA and its employees, agents and subcontractors shall comply with all management
systems and reporting procedures required by the THE USERS as it relates to the SAHRIS
Service.
b) Upon signing of this Service Level Agreement, SAHRA shall make an originally signed
copy of this Service Level Agreement available to the [Representative] or his/her
designee.
MARCH 2013 SAHRIS SLA: SAHRA & PC
c) SAHRA shall ensure that the relevant SAHRA personnel involved in services to be
delivered under this Service level Agreement are informed of the contents of this Service
Level Agreement and receive updates where necessary.
d) SAHRA will ensure alignment of the SAHRA disaster recovery strategy as agreed within
this Service Level Agreement.
1.3 THE USERS’s, represented by the Partnership Committee, obligations to SAHRA
The Partneship Committee’s designee shall be responsible for:
i) Providing SAHRA with written instructions for services in terms of this Agreement and
with all information required to realise this SLA
ii) Providing SAHRA with the THE USERS’s Strategic and Annual Performance Plans where
applicable;
iii) Informing SAHRA management of any unacceptable situation, service levels or non-
conformance and specify the impact thereof, as soon as detected;
iv) Advising SAHRA of significant changes in usage forecasts, planned implementation of
future changes or new service requirements whether SAHRA will be impacted;
v) Optionally providing annual infrastructure and facility requirements
vi) Declaring a functional disaster and notifying SAHRA of the occurrence and
vii) Responding to hardware capacity requirements related to user data growth as provided
by SAHRA.
12. Service and Support Hours
a) Support hours refer to the Prime time listed below.
The service will be available during the following hours
Application System
Prime Time
SAHRIS
08:00 - 17:00 Monday to Friday
b) If services are required outside prime time it will be levied in terms of time and materials
based on approved quotation and subject to the pre-approval of the [Representative] or
designated person.
13. Incident Logging and Escalation
a) All incidents will be logged by the THE USERS with the SAHRA Support Centre as per the call
logging procedures detailed in Annexure F.
b) The Escalation and Corrective Action Requests procedures will be followed as per SAHRA Call
Centre/service desk.
MARCH 2013 SAHRIS SLA: SAHRA & PC
14. Pricing
a) SAHRIS is currently provided free of charge including development costs up to 31
st
October
2014.
b) A revised SLA will be drawn up once this development period ends to outline the
appropriate pricing and payment mechanisms for future developments, should the need
arise.
c) An optional SLA Assurance fee is included in Annexure B.
15. Warranties and guarantees
SAHRA will guarantee the services provided in terms of the Service Level Agreement.
16. Penalties and Incentives
The following are applicable only in the event that the Partnership Committee pays an
annual SLA Assurance Fee:
a) Should SAHRA fail to achieve the service levels that are stipulated in terms of the services
indicated in Annexure A and provided such a failure is not caused by either a failure of the
THE USERS to comply with its obligations and duties in terms of this SLA or influence of a
force majeure or any other act beyond the control of SAHRA, the THE USERS reserves the
right to enforce penalties as detailed in Annexure B, depending on the merit of each case.
b) Penalties and incentives for ad-hoc projects may be negotiated per project.
c) Incentives for service deviations may be reviewed per service deviation request.
17. General
i. Each Party shall bear its own costs in the review, preparation and finalisation of this Service
Level Agreement.
ii. The parties to this Service Level Agreement may not assign, transfer or cede this Service
Level Agreement or part thereof, to any other party without the prior written consent of
other signatories to this Service Level Agreement, which consent shall not be unreasonably
withheld.
iii. Disclosure of Information by either SAHRA or the THE USERS is governed by the Business
Agreement.
iv. This Service Level Agreement shall be governed by and construed in accordance with South
African law.
MARCH 2013 SAHRIS SLA: SAHRA & PC
v. In the event of a conflict between this Service Level Agreement and the Memorandum of
Agreement or an order in terms of a Service Level Agreement, then:
i) The Memorandum of Agreement takes precedence over the Service Level Agreement;
ii) The Service level Agreement takes precedence over an order or request for
proposal/quotation.
vi. No party may be bound by any expressed or implied term, representation or warranty,
promise or the like not recorded herein or otherwise created by operation of law.
vii. No indulgence or leniency which a Party may grant or show to another Party shall, in any
way, prejudice the granting Party or preclude the granting Party from exercising any of Its
rights in the future.
viii. The Parties hereby consent to the jurisdiction of the Magistrate Court or High Court located
in Cape Town, as required in terms of relevant legislation.
18. Domicilium Citandi et Executandi
a) Any notice in terms of this Service Level Agreement may be hand delivered to the physical
address of the Parties, in which event proof of acknowledgment shall be endorsed upon a
copy of the notice, together with the name of the recipient and date of receipt, or may be
sent by registered post to the nominated postal addresses of the Parties, in which event
proof of postage issued by the relevant postal authority will serve as proof.
b) THE USERS chooses for purposes of this SLA their domicilium citandi et executandi as
follows:
Street Address: Postal Address:
c) SAHRA chooses for the purposes of this Service Level Agreement its domicilium citandi et
executandi as follows:
Street & Postal Address:
The South African Heritage Resources Agency
111 Harrington Street
Cape Town, 8001
19. Signatures and Execution
Thus done and signed at ____________________ on this ______ day of _____________
2013
______________________________
MARCH 2013 SAHRIS SLA: SAHRA & PC
Full Names: ________________________________________________
Witnesses: 1. Signature ______________________
Full Name______________________
1. Signature ______________________
Full Name______________________
1. Signature ______________________
Full Name______________________
Thus done and signed at ______________________ on this ______ day of ______________
2013
______________________________
Full Names: ________________________________________________
Witnesses: 1. Signature ______________________
Full Name______________________
1. Signature ______________________
Full Name______________________
1. Signature ______________________
Full Name______________________
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE A SERVICE ELEMENTS
The following service elements are covered by Mweb as per their latest terms and conditions
accessed 27 March 2013
http://www.mweb.co.za/legalpolicies/Terms/ServerHostingTermsandConditions.aspx
A1 DATA CENTRE PROCESSING SERVICES
A1.1
Mweb Data Centre Operations
Deliverable
Target
1.1.1
Providing a data
processing service that
meets the agreed
service levels
MWEB will maintain an
average of 99% service
uptime over a consecutive
period of 3 (three) months
System availability of 99%
during service hours,
Monday - Friday from 08:00
- 17:00.
Scheduled downtime will
formally be communicated
at least 24 (twenty four)
hours prior to such
scheduled downtime.
A1.2
SAHRA's SAHRIS Support Team with respect to hosting of servers at Mweb
Deliverable
Target
1.2.1
Managing the data
processing server hosts
in respect of Linux
Ubuntu applications
Job schedules administered
100% correctly and within
time expectations as
documented in the
operations manual
1.2.2
Comply with
procedures as
described in the
applications operations
manual
Ensuring corrective action is
commenced within 15
minutes in the event of
failed runs and reporting
jobs that failed to THE
USERS within 30 minutes.
A1.3
Data Security, Backup and Recovery
Deliverable
Target
MARCH 2013 SAHRIS SLA: SAHRA & PC
A1.3
Data Security, Backup and Recovery
Deliverable
Target
1.3.1
Providing a backup
recovery service
No compromise to schedule
1.3.2
Establish and maintain
a suitable off-site
storage site
Off-site storage backup will
occur and be checked daily
1.3.3
Implementing SAHRA's
SAHRIS policy
Serious audit findings to be
actioned within 1 month of
release of audit report from
the Office of the Auditor-
General. Medium risk audit
findings to be actioned
within 3 months of release
of audit report from the
Office of the Auditor-
General. Low risk audit
findings to be actioned
within 6 months of release
of audit report from the
Office of the Auditor-
General.
A1.4
Data Administration and Support
Deliverable
Target
1.4.1
Installing, testing,
tuning and
Implementing new
DBMS software
versions
New versions shall be
implemented within one
year of release unless
otherwise agreed to
between SAHRA and the
THE USERS. SAHRA’s
change management
process will be followed for
all upgrades to the system.
1.4.2
Ensuring optimisation
and data integrity on
DBMS (including
database design)
No failures due to
optimisation problem
1.4.3
Configure, install and
maintain all SW
(including OS, third
party etc).
System availability of 99%
during service hours, i.e.
08:00-17:00 Mondays –
Fridays, excluding public
holidays.
MARCH 2013 SAHRIS SLA: SAHRA & PC
A1.4
Data Administration and Support
Deliverable
Target
1.4.4
Database
administration
As per project plan
System availability of 99%
during service hours, i.e.
08:00-17:00 Mondays –
Fridays, excluding public
holidays.
A2 BUSINESS SOLUTIONS DELIVERY
A2.1
Business solutions delivery
SE description
Measurement Criteria
2.1.1
Develop and customise
software solutions
Project plan/schedule
2.1.2
Quality assurance of
software solutions
Project plan/schedule
2.1.3
Software application
maintenance
Project plan/schedule
2.1.4
Ad hoc report design
and development
Project plan/schedule
2.1.5
Software application
maintenance
Project plan/schedule
2.1.6
Systems
documentation:
Develop technical
documentation where
Drupal Community
Documentation does
not exist; Develop user
documentation
(training manuals, user
reference manuals,
videos etc)
Project plan/schedule
A3 FUNCTIONAL APPLICATION SUPPORT
A3.1
Functional application support
SE description
Measurement Criteria
MARCH 2013 SAHRIS SLA: SAHRA & PC
A3.1
Functional application support
SE description
Measurement Criteria
3.1.1
Call desk first line
support
Problem reports available
to the user.
Feedback to users on
service/problem requests
logged, solved and
outstanding.
Feedback to users on
response performance.
3.1.2
Problem-solving
services
Supporting documentation
submitted outlines the
details of problems and the
recommended solutions.
User presented with
relevant documentation
regarding problem status.
URS as supporting
documentation in line with
initial requests and analysis.
Satisfied users that are able
to use application systems
optimally.
3.1.3
Business advice
Integrated business and
applications processes.
The content of URS in
accordance with clients
needs analysis.
Implemented quality
procedures. Service
requests are planned and
prioritised in accordance to
business needs.
3.1.4
Monitoring and
reporting on
application system
usage
Informed users on the
status of the application
systems (usage and
problems). Reports to
clients
3.1.5
Day-to-day operational
support
Knowledgeable users, able
to use the systems in
support of their business.
User and training problems
reported per month.
MARCH 2013 SAHRIS SLA: SAHRA & PC
A3.1
Functional application support
SE description
Measurement Criteria
3.1.6
Application system
support
Documentation available to
users for all relevant
processes within the
system lifecycle (URS, FDS,
etc) – on new
developments. Users
frequently evaluated to
ensure optimal system
utilisation. Needs analysed,
sufficiently detailed and
also aligned with system
processes. Prepared and
satisfied users, able to use
the system optimally.
3.1.7
System testing
Test data addresses
positive and negative
scenarios. Test reports
sufficiently detailed,
reflecting the actual system
test results and enabling
the client to sign-off.
3.1.8
Implementation
support
Applicable forums are
assisted to ensure proper
implementation planning.
The following analyses are
formally compiled:
- Impact on SOP,
- Impact on
databases, and
- Impact on system
interfaces
Implementation plans are
approved before
processing. Updated user
manuals are in existence.
Audit reports are formally
compiled, in line with URS.
3.1.9
Management
Information Support
Services
Reports assist in effective
business management
A4 TRAINING
A4.1
Software Training
SE description
Measurement Criteria
MARCH 2013 SAHRIS SLA: SAHRA & PC
A4.1
Software Training
SE description
Measurement Criteria
4.1.1
Analyse training needs
According to client’s
requirements
4.1.2
Design training
programmes
According to client’s
requirements
4.1.3
Develop and maintain
training material
According to client’s
requirements
4.1.4
Present training
courses
Training delivered
according to published
training schedule.
Client satisfaction survey.
4.1.5
Evaluate and assess
training
According to training
schedule
A5 MANAGEMENT SERVICES
A5.1
Management Services
SE description
Measurement Criteria
5.1.1
Programme/project
management: project
management; project
coordination
Project plan/schedule
5.1.2
Change management
(software changes)
Project plan/schedule
5.1.3
Configuration
management (project
document
configuration
management)
Project plan/schedule
Notes and disclaimers:
a) Standard service availability: business hours, from 08:00 to 17:30 Monday to Friday. This
excludes public holidays.
b) Standard service support: business hours from 08:00 to 17:00 Monday to Friday. This
excludes public holidays.
c) After hours means from 17:01 to 07:59 Monday to Friday
d) Maintenance (functional application support): The threshold will be:
a) number of incidents,
b) number of hours, or
c) Rand value per month.
e) Response time to a logged call shall be within four (4) working hours. The severity of the
incident will determine the resolve time and will be communicated once the severity had
been established
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE B FINANCIALS
B1 HOSTING COSTING (Mweb Monthly Rentals)
Description
Monthly Total (including VAT)
Mweb Server hosting Lite Package for Geoserver
R683.00
Mweb Server hosting Basic for SAHRIS webserver
R1139.00
Mweb Server hosting Standard for Disaster
Recovery Server
R1367.00
6 x Rack Space Rental (NAS Servers)
R300.00
2 x Facility Fees (electriPC etc) for NAS Servers
R476.00
Total
R3965.00
B2 CAPITAL COSTS (NETWORK ATTACHED STORAGE (NAS) SERVERS)
Description
Once off purchase price (including VAT)
QNAP NAS 16x3Terabytes
R93 456.06
QNAP NAS 16x3Terabytes
R93 456.06
Non-replicated daily backup storage
R200 000.00 (*due for installation in 2013)
Total
R386 912.12
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE C RESPONSIBILITIES
C1 SAHRA’S RESPONSIBILITIES
AVAILABILITY MANAGEMENT
a) SAHRA is responsible for ensuring that all servers hosted in the data centre environment
are fully functional and available to approved users during normal working hours.
b) SAHRA is responsible for the provision of facilities, such as (but not restricted to), power,
air-conditioning, access control and physical security for the servers running the SAHRIS
system. This is currently outsourced to Mweb.
c) SAHRA will play an advisory role in assisting the THE USERS to implement effective ICT
solutions.
CAPACITY MANAGEMENT
d) Once notified of capital purchases that will be required to be made on behalf of the THE
USERS, SAHRA will budget accordingly.
e) SAHRA will report to the THE USERS any unplanned increases in the number of users and
transaction volumes, data storage, applications performance and abnormal transaction
loads that are not specified in the capacity planning. Should the impact thereof
endanger achievement of the service level, it shall be communicated to the THE USERS
In order to review the service level.
f) SAHRA will ensure the best use of appropriate Information Technology Infrastructure to
meet the business needs, currently and in the future, through the proper understanding
of both business and infrastructure requirements.
g) SAHRA will assist the THE USERS with Capacity Planning and Monitoring when required.
h) SAHRA will ensure as far as practically possible, a standardised environment and
executing procedures and instructions related to operation of decentralised data
processing services.
INCIDENT MANAGEMENT
i) Occasional SAHRA batch jobs and maintenance tasks done during prime time may affect
the SL achievement. This will be brought to the attention of the THE USERS.
j) A service level shall be revised, in consultation with the THE USERS, if an impact analysis
of a newly required application indicates that the addition of the application may affect
the existing response time.
k) SAHRA will minimise the impact of service disruptions to the business by restoring that
service by effective management of incidents by proper investigation and resolution.
CONTINUITY MANAGEMENT
l) In the event of a major catastrophe, or as a result of vis major as described in the MoA
with the THE USERS, SLs may be affected. SAHRA will arrange contingency plans
MARCH 2013 SAHRIS SLA: SAHRA & PC
regarding alternative processing and printing in accordance with the requirements of the
THE USERS.
m) SAHRA will ensure the integrity of backups in order to be able to recover data, should
the need arise.
PROBLEM MANAGEMENT
n) SAHRA will endeavour to minimise the disruption of services by organising resources to
resolve problems according to business needs, preventing them from recurring and
recording information that will improve the way in which future problems of a similar
nature will be dealt with.
o) SAHRA will report to the THE USERS any response time problems related to
ineffective/inefficient application systems.
p) SAHRA will report to the THE USERS any service levels not being able to be met as a result
of any retarding of the response time caused by unscheduled batch jobs and abnormal
transaction loads not specified in the capacity planning inputs obtained from the THE
USERS.
CHANGE MANAGEMENT
q) SAHRA will manage all current user base expansions. Additional costs may be incurred in
respect of training and monthly maintenance fees. These costs will be quoted for in a
separate proposal and will result in the SLA being amended to include the new service
requirements and costing.
RELEASE MANAGEMENT
r) To take an holistic view of a change to service and ensure that all aspects of a release,
both technical and non-technical, are considered by proper planning, testing and
implementation.
C2 THE USERS’S RESPONSIBILITIES
AVAILABILITY MANAGEMENT
a) The THE USERS is responsible for ensuring that its users have a fast internet connection
(minimum 4Mbps uncapped for every 10 active users).
b) The THE USERS is responsible for ensuring that its users have access to suitable
hardware to process their transactions on SAHRIS.
CAPACITY MANAGEMENT
c) The THE USERS must Inform SAHRA immediately of the intention for SAHRA to host new
databases (from third-party suppliers) not developed by SAHRA Professional Services.
d) Should the size of the database be excessive, SAHRA may have to purchase additional
resources, which may result in a delay in the implementation of the system.
MARCH 2013 SAHRIS SLA: SAHRA & PC
e) The THE USERS must inform SAHRA of possible increases in the number of users and
transaction volumes, data storage requirements, applications performance and
abnormal transaction loads that are not specified in the capacity planning. Should the
impact thereof endanger achievement of the service level, it shall be communicated to
the SPM in order to renegotiate this.
f) The THE USERS must request SAHRA to provide figures for budgetary purposes when
required.
INCIDENT MANAGEMENT
g) The THE USERS must report faults (excluding data lines) through the SAHRIS service
desk.
CONTINUITY MANAGEMENT
h) In the event of a major catastrophe, or as a result of vis major as described in the MoA
with the THE USERS, Service Levels may be affected. The THE USERS will assist SAHRA in
arranging contingency plans regarding alternative processing and printing in accordance
with the THE USERS's requirements.
PROBLEM MANAGEMENT
i) The THE USERS will assist SAHRA to minimise the disruption of services by providing the
necessary resources or information to resolve the problems.
j) The THE USERS will report to SAHRA, any response time problems related to
ineffective/inefficient application systems.
CHANGE MANAGEMENT
k) The THE USERS Is responsible for the provision of the exact specifications and desired
implementation date of requests related to the service.
l) In the case of Provincial transversal systems, no alterations to print layouts shall be
permitted without five working days prior notice from the THE USERS.
m) The THE USERS must provide SAHRA with specific instructions with regard to the
processing of ad-hoc printing requirements.
RELEASE MANAGEMENT
n) The THE USERS is responsible for review and written approval of the concept design of
logos, font and forms, before implementation.
o) The THE USERS is responsible for the definition of the correct fonts and logos in the
application forms.
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE D SERVICE REQUESTS
D1 TECHNICAL MAINTENANCE (INCIDENT AND PROBLEM MANAGEMENT)
All calls for technical maintenance are to be logged only with the SAHRIS Support Desk. Each call is
assigned a unique tracking number upon which all performance tracking is based.
D2 REQUEST FOR SERVICE
All requests for service are to be submitted on the attached request forms. A request for service
would be required for the expansion of an existing service listed in this SLA or an addition of a new
service to those listed in this SLA.
The Service Level Agreement for Procurement Services will be used as the tasking instrument for
procurement of IT/IS goods and services.
The attached forms are to be used in the process of submitting such a request to SAHRA.
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE E SERVICE REVIEW REPORT
The Service Review Report will reflect the following items:
Business Overview
Project Overview
Projects in Progress
Projects proposed or quoted
Services Rendered
Data Centre Processing – Linux Ubuntu Systems
Data Centre Printing
Statistics
Calls logged
Calls resolved
Calls un-resolved
Platform availability (where available).
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE F CALL LOGGING, ESCALATION AND CORRECTIVE ACTION
PROCEDURE
F1 CALL LOGGING PROCEDURE
F1.1 Business Hours
a) Call logging via telephone:
During normal service hours, where a THE USERS does not have its own help desk or call
centre to report faults to, all calls are reported directly to the SAHRIS National Service
Management Centre in Cape Town on 021 462 4502. A unique reference number will be
provided to the call logger to be used during an enquiry.
b) Call logging via email; Calls can be emailed to the Service management Centre at
nwiltshire@sahra.org.za. A unique reference number will be emailed to the call sender,
which must be used for any subsequent enquiry,
c) Call logging via Fax:
Calls can be logged by means of a fax to 021 462 4508.
d) Information required when logging a call:
When logging a call (by telephone, e-mail or fax), the following information must be
provided:
i) Username
ii) Caller surname
iii) Caller name
iv) Caller telephone number
v) Cell number [If available]
vi) Contact surname
vii) Contact name
viii) Contact telephone number
ix) Cell number [If available
x) Building name
xi) Physical address
xii) Floor and room number
xiii) Type of call (problem or request)
xiv) Description of the problem/request
This Information will be recorded and verified by the Call Desk Operator.
F2 ESCALATION PROCEDURE
Should it be required that an incident be escalated, the following process will be followed:
The following procedure will automatically be escalated via the SAHRIS Service Desk:
1
st
Level Incident
Reporting
1
st
Level Escalation
2
nd
Level Escalation
3
rd
Level Escalation
SAHRIS Service Desk
To this level after 60
minutes if unresolved
To this level 20 minutes
after 1
st
level if
unresolved
To this level 20
minutes after 2
nd
level if unresolved
MARCH 2013 SAHRIS SLA: SAHRA & PC
ANNEXURE G DEFINITIONS AND ABBREVIATIONS
G1 DEFINITIONS
For the purpose of this Service Level Agreement, unless the context otherwise indicates, the
definitions in clause 3.0 of the Memorandum of Agreement shall govern this Service Level
Agreement, with the following definitions set out for the terms indicated In this Service level
Agreement:
“Act” means the National Heritage Resources Act, Act 25 of 1999 and “the Act” shall have a
corresponding meaning.
“Business hours” means 08:00 to 17:00 from Monday through Friday, excluding public holidays.
“Hosting and Data Centre Processing and Printing services” means data centre processing services
and functions and data centre printing functions, including but not limited to:
i) data centre operations;
ii) data security, backup and recovery;
iii) technology hosting services;
iv) database administration and support;
v) printing; and
vi) post processing.
“Instruction” means a written instruction from authorised Provincial staff detailing Provincial hosting
service requirements.
“Media” means any medium used for storing information, including but not restricted to magnetic
disk, data cartridges, compact disks and stiffy disks.
“Memorandum of Agreement” means the most current Memorandum of Agreement. Including all
annexures, entered into by SAHRA and the THE USERS.
“Non-conformance” means SAHRA’s failure to fulfil requirements specified by the THE USERS.
“Non-prime time” means the time during which SAHRA personnel will not be available from 20:00
through 08:00 Monday through Friday, weekends and public holidays.
“Non-production standby requirement” means the requirement by the THE USERS for SAHRA
personnel to be on standby during non-prime time to be available for call out in the event of non-
production.
“Party” means the parties to this Service level Agreement, that is SAHRA and the THE USERS, and
“Parties” shall have a corresponding meaning.
“Prime time” means normal business hours.
“SAHRIS” means South African Heritage Resources Information System supplied by SAHRA.
MARCH 2013 SAHRIS SLA: SAHRA & PC
“Schedule” means a list containing instructions and control information with respect to a specific
THE USERS job.
“Server host” means Mustek and Dell Xeon Servers owned by Mweb and rented by SAHRA.
“Service Level Agreement” means this Agreement entered into by and between the THE USERS and
SAHRA.
“Services” means work performed by SAHRA In terms of this Service Level Agreement, including
compliance with this Service Level Agreement.
“Timely” means delivery of work by the date set by the THE USERS and “timeous” shall have a
corresponding meaning.
“Up time” means the average availability of services provided to the THE USERS by SAHRA,
measured against prime time minus the time services are not available.
G2 ABBREVIATIONS
MoA Memorandum of Understanding
CPI Consumer Price Index
DB Database
DBA Database administration/database administrator
DBMS Database Management System
DC Data Centre
DRP Disaster Recovery Plan
ELS Emergency Lending Server
FDS Functional Design Specification
HW Hardware
ICT Information Communication Technology
IS Information Systems
ISS Information System Security
ISO International Organisation for Standardisation
IT Information Technology
JIT Just-In-Time
MTT Mean Time To
OEM Original Equipment Manufacturer
OS Operating System
THE USERS Personal Computer
QOS Quality of Service
RFQ Request for Quotation
SE Service Element
SEG Service Element Group
SAHRA South African Heritage Resources Agency
SL Service Level
SLA Service Level Agreement
SOP Standard Operating Manual
SAHRIS South African Heritage Resources Information System
SW Software
UPS Uninterrupted Power Supply
URS User Requirement Specification
WAN Wide Area Network