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ASSET Support Agreement

Enterprise Document Management


and Scanning System (EDMSS)
To
CIS Nigeria
For
Addax Petroleum Development
Nigeria Limited (ADPNL)
Lagos, Nigeria

Version 2.0
February 15, 2015

Copyright © 2014 ASSET Technology Group

This document contains information proprietary to ASSET Technology Group including but not limited to, services, methodologies, programs and
products. All proprietary information is to be treated as confidential and a trade secret of ASSET Technology Group and is not to be used or
disclosed except to recipient’s employees, officers, agents or contractors engaged in evaluating this document, and who are subject to appropriate
written undertakings consistent with these confidentially and use restrictions. ASSET Technology Group retains the intellectual property rights to
these trade secrets. This document is protected under copyright laws as unpublished work of ASSET Technology Group
Enterprise Document Management And Scanning System (EDMSS)

Table of Contents
1. Annual Support Methodology ................................................................................................3
1.1 General Overview ......................................................................................................................... 3
1.2 General support methodology and assumptions ........................................................................... 3
1.3 Roles and Responsibilities ............................................................................................................ 3
1.3.1 Customer ............................................................................................................................. 3
1.3.2 ASSET ................................................................................................................................... 4
1.4 Communication ............................................................................................................................. 4
1.5 Deployment Window .................................................................................................................... 5
1.6 Incident Management .................................................................................................................... 5
1.7 Service Level Response ................................................................................................................ 5
1.8 Escalation Process ......................................................................................................................... 5
2. Service Level Agreement .........................................................................................................6
3. Out of scope ..............................................................................................................................6
4. Financial Proposal ...................................................................................................................7
5. Optional Services .....................................................................................................................7

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Enterprise Document Management And Scanning System (EDMSS)

1. Annual Support Methodology


1.1 General Overview
This agreement describes the support methodology which is undertaken for system
components implemented by ASSET. ASSET Support Agreement includes supporting the
Customer (Addax) as a 2nd line of support for (1) One Year Term, while the Customer (Addax)
will be responsible for the 1st line of support.

In addition, ASSET is proposing the following optional support services at extra cost:
OnDemand Onsite Support Service
ASSET is proposing this support service for 4 visits, one (1) week per visit as an optional
support service that may be requested by the Customer at any time during the period of
the maintenance and support contract at extra cost. The Customer shall request this
support service at least two calendar weeks prior to the desired visit time.
A Service Level Agreement (SLA) will be established between ASSET and the Customer for the
maintenance of the system. The terms of the SLA include all processes that are put in place to
ensure proper support of the system and proper communication with the customer for incident
management.

1.2 General support methodology and assumptions


 ASSET will provide clear documentation about all the services in scope.
 Hot fixes will be treated inside the scope of support.
 Scheduling of all service related requests will be communicated to the customer.
 Any fault or event not being a part of standard service operations will be considered as
incident.
 ASSET technical support for the system is restricted to the remedy of any defects that
may occur in its functioning.
 Access via VPN to the development, testing and production environment is needed in
some cases for complex issues troubleshooting.

1.3 Roles and Responsibilities


1.3.1 Customer

 Customer staff will use and maintain the solutions as described in the system
documentation.
 Customer will inform ASSET with all abnormal behaviors once it happens.

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Enterprise Document Management And Scanning System (EDMSS)

 Customer will allow ASSET staff to Access the production environment when there is an
urgent need for this access and after receiving the required approvals from Customer
administrators and under the supervision of the Customer staff.
 Customer will be responsible for providing 1st line of support for all DMS
implementation and will be managing all operations on the application machines.
 Customer will update ASSET by all changes and modifications on any DMS
implementation incident, that may be applied to the environment without prior
coordination with ASSET in order to ensure shortest period of time for troubleshooting
and resolution
 Customer operation staff will report incidents to ASSET for handling, based on the
agreed incident management process.
 Customer will send a clear and detailed scenario for discovered issues in order to be
simulated on ASSET test/development environment.
 Customer will be responsible for deploying and testing the implementation updates and
hot fixes on the test and production environments.
 Customer will provide VPN access to the development, testing, and production
environments (when there is an urgent need for this access) with a minimum bandwidth
2Mbps (4 Mbps is recommended).

1.3.2 ASSET

 ASSET will provide hot fixes for all bugs and system errors.
 ASSET will meet response times associated with the priority and service requests.
 ASSET will provide appropriate notification to customer for all scheduled maintenance.
 ASSET will be responsible for providing 2nd line of support for all system components
implemented by ASSET.
 ASSET will handle second line support incidents and will provide reasonable effort to
ensure incident resolution within the target fix time.

1.4 Communication
An incident tracking system is available for reporting incidents and following up on their status.
The customer will be provided with an account to access and use the system.
Other communication methods are available as well:
 Telephone call for urgent incidents and/or follow-up.
 Email.
Both parties will produce reports for all incidents within the agreed timeframe.

1.5 Deployment Window


It is recommended to deploy changes/updates two times per month and other deployment
windows can be agreed up for exceptional cases.

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The recommend deployment windows are:


 First Tuesday of the Month
 Third Tuesday of the Month

1.6 Incident Management


ASSET acts as second line support for the system in production. The below table describes the
definition of different incident levels that are included in a standard SLA:

Incident Level Condition


Critical System is halted completely.
Urgent On complete outage of one or more of the Systems/Applications/Modules
Or one or more functions are unavailable and impacts on 100% of function users.
Medium On one or more functions are not compatible with standard service operations.
On recent modifications to the system cause a non-daily function to operate in a way
that is different from or causing any system degradation
Low On cosmetic or unfriendly function or behavior.

ASSET will coordinate with customer incident isolation; testing and repair work requirements.
During the incident isolation and troubleshooting process, ASSET will communicate incident
resolution progress with customer based upon the times specified in the table shown above via
voice and email.

Additionally, ASSET will proactively inform customer when an issue or condition arises that may
cause system anomalies or be a source for the creation of trouble tickets.

1.7 Service Level Response


The SLA will include -per fault category- the initial response time; initial resolution; final
resolution and incident report time.

1.8 Escalation Process


In the event that the performance standards detailed in the SLA are not being achieved, then
Customer has the option to escalate to the selected Management Escalation Representatives.

Within the SLA, ASSET will provide names and contact information for the selected
management escalation representatives, the escalation level and the associated management
escalation times in the support contract.

2. Service Level Agreement


Below are the details of the proposed service levels during the Annual Support:

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Fault Category Response Time Initial Resolution Final Resolution Incident Report
Critical 1 hour 2 hours 8 hours 2 days

Urgent 1 hour 8 hours 24 hours 3 days

Medium 1 day 5 days 14 days 15 days

Low 3 days if feasible, it will be if feasible, it will N/A


provided in next releases be provided in
according to ASSET plans next releases
according to
ASSET plans

Notes:
 The Response Time starts counting from the moment the incident is verifiably reported
to ASSET’s Support Center.
 The Resolution Time excludes 3rd Party turn-around time. That is the Resolution Time
excludes the time it takes for another Vendor (ex. EMC, Microsoft, Oracle, etc.) to
respond and resolve the problem.
 Support coverage is 8 hours/day (from 9:00 am to 5:00 pm), 5 days a week (from Sunday
to Thursday) not including weekends or holidays.

3. Out of scope
 The changing of the system working environment (hardware or software) of the solution
by any person or third parties without the knowledge of ASSET.
 Any natural disasters or accidents like fire, interruption of electric current, users gross
negligence, or any misuse of the programs or computers.
 Any loss of data, without having recent, proper and complete backup. The Making of
recent, proper and complete backup of the data in a regular manner and keeping them
in a safe place is the responsibility of customer/prime vendor support team.
 The modifications or additions to the existing implementation. This will be treated as a
Change Request.
 Service for applications which have been subject to unauthorized modification.
 Service for applications which have not been implemented by ASSET.
 Fixing Issues/bugs in infrastructure components
 Fix issues prohibited according to bugs, retractions or constraints in used infrastructure
components.
 Converting data from one platform to another.

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4. Financial Proposal

Item Description Price (USD)

ASSET Implementation Support Services for 1 year 32,000

 The total support value is expected upfront.

 The support contract will be renewed yearly after agreement of both parties on
conditions and cost.

5. Optional Services

Item Description Price (USD)

Onsite support visits (4 visits each visit 5 days) 16,000

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