Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd Logo
Upload

Welcome to Scribd!

  • 30 views

    MS - SOW - ZIst

    Uploaded by

    sathish kumar
    The document outlines service level agreements (SLAs) for several customers - Adani, Tata (current and proposed), Wilmar, OLA, and UB. It includes details on response times, resolution times, maximum capacities, and working hours for each customer. Key details include Adani having the highest maximum annual capacity of 1600 incidents, Tata having different SLAs for current vs proposed contracts, and specifications that SLAs only apply to support issues and not new requests or enhancements.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd

    MS - SOW - ZIst

    Uploaded by

    sathish kumar
    30 views3 pages
    The document outlines service level agreements (SLAs) for several customers - Adani, Tata (current and proposed), Wilmar, OLA, and UB. It includes details on response times, resolution times, maximum capacities, and working hours for each customer. Key details include Adani having the highest maximum annual capacity of 1600 incidents, Tata having different SLAs for current vs proposed contracts, and specifications that SLAs only apply to support issues and not new requests or enhancements.

    Original Title

    MS_SOW _ZIst

    Copyright

    © © All Rights Reserved

    Available Formats

    XLSX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document outlines service level agreements (SLAs) for several customers - Adani, Tata (current and proposed), Wilmar, OLA, and UB. It includes details on response times, resolution times, maximum capacities, and working hours for each customer. Key details include Adani having the highest maximum annual capacity of 1600 incidents, Tata having different SLAs for current vs proposed contracts, and specifications that SLAs only apply to support issues and not new requests or enhancements.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    30 views3 pages

    MS - SOW - ZIst

    Uploaded by

    sathish kumar
    The document outlines service level agreements (SLAs) for several customers - Adani, Tata (current and proposed), Wilmar, OLA, and UB. It includes details on response times, resolution times, maximum capacities, and working hours for each customer. Key details include Adani having the highest maximum annual capacity of 1600 incidents, Tata having different SLAs for current vs proposed contracts, and specifications that SLAs only apply to support issues and not new requests or enhancements.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
    Download as xlsx, pdf, or txt
    of 3

    Response Time In Resolution ( Hrs In

    Max capacity
    Customer Start Date End Date Mins Business)- Incident
    P1 P2 P3 P4 P1 P2 P3 P4 Request ( No's )

    Adani 1/1/2020 12/31/2020 45 45 360 48 5 10 16 24 1600 / Per Year

    TATA(Proposed) 4/11/2020 4/10/2021 15 30 30 NA 5 12 40 NA 500/Per year

    TATA(Current) 4/11/2019 4/10/2020 15 15 30 NA 4 12 40 NA 45Man days (120 incident/new re


    Wilmar 7/5/2019 7/4/2020 NA 16 120 240 NA 200 days (8 hrs per

    OLA 6/1/2019 6/30/2020 NA 15 Man day per 3 m

    UB 4/1/2019 3/31/2020 NA 360 hrs


    Max capacity Working hours

    incident Enhancement( Man days)

    No Limit 200 10*5 - 9AM to 7PM (10Hrs) (Excluding holidays at Adani)

    No Limit 25 9*5 - 10AM to 7PM (9Hrs)(Excluding Holidays at Tata )

    Man days (120 incident/new request per month) 9*5 - 10AM to 7PM (9Hrs)(Excluding Holidays at Tata )
    200 days (8 hrs per day) 8*5 ( 9 AM IST to 5 PM ). Excluding Holidays at Adani Wilmar

    15 Man day per 3 months 9AM to 6 PM (24/7 support for Priority One issues. )

    360 hrs 9AM to 6 PM (24/7 support for Priority One issues. )


    Note

    SLAs are applicable only for support issues and bug-fixing, not for new configuration, enhancements and reques

    If the request count per month goes higher for consecutive 3 months, there should be a joint review
    SLAs are applicable only for support issues and bug-fixing, not applicable for enhancements, user queries and new re
    If the incident/new request count per month goes higher for consecutive 3 months, there should be a joint revie
    SLAs are applicable only for support issues, there would be no SLAs on new requests and enhancements
    A quarter is defined as January-March, April-June, July-September and October-December.
    Request greater than 40 hours to be taken as a project.
    In case hours remain unutilized in a month, they can still be utilized before the end of the quarter
    Request greater than 40 hours to be taken as a project.
    Enhancement effort >40 hours will be considered as Project.

    You might also like