Global Online Education (PDF)

Global College On-line
Document Type
GCOLS-RD- v01
THE GLOBAL COLLEGE ON-LINE SERVICE PROJECT
SOLUTION PROPOSAL
DOCUMENT HISTORY SECTION
REFERENCES
A.
PRODUCT IDENTIFIER
GCOLS-RD- v01
Revision Date Summary of Changes Version
9/02/2015 Original Version 01
12/03/2015 02
APPROVAL SECTION
Name Signature Title Date Version
Project Executive 01
Senior User 01
Senior Supplier 01
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TABLE OF CONTENTS
SOLUTION PROPOSAL..............................................................................................................................1
REFERENCES...............................................................................................................................................1
PRODUCT IDENTIFIER..............................................................................................................................1
APPROVAL SECTION.................................................................................................................................1
TABLE OF CONTENTS...............................................................................................................................2
PURPOSE AND HISTORY...........................................................................................................................4
DESCRIPTION OF SERVICE.....................................................................................................................4
SERVICE STRATEGY.................................................................................................................................4
STRATEGIES.....................................................................................................................................................4
POLICIES..........................................................................................................................................................4
SYSTEM CONTEXT DIAGRAM...........................................................................................................................6
ACTIVITY DIAGRAM.................................................................................................................................9
STANDARDS...................................................................................................................................................10
SERVICE DESIGN......................................................................................................................................10
REQUIREMENTS..............................................................................................................................................10
Business Requirements............................................................................................................................10
Functional Requirements........................................................................................................................10
Management and Operational Requirements..........................................................................................11
Usability Requirements...........................................................................................................................11
Support Requirements.............................................................................................................................11
Design Constraints..................................................................................................................................12
Legal and Legislative Considerations.....................................................................................................12
SERVICE DESIGN PACKAGE...........................................................................................................................12
Utility Details..........................................................................................................................................12
Maintenance Details...............................................................................................................................12
Service Model.........................................................................................................................................12
Designs and Interface Specifications......................................................................................................12
Acceptance Criteria................................................................................................................................13
Procurement Lists...................................................................................................................................13
TRANSITION PLANS........................................................................................................................................13
Release and Deployment Scheme............................................................................................................13
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Service Validation and Testing...............................................................................................................13
Build, Test, and Deployment Plan...........................................................................................................14
OPERATION PLANS AND PROCEDURES..........................................................................................................14
Event management..................................................................................................................................14
Incident Management..............................................................................................................................14
Problem Management.............................................................................................................................14
Request Fulfilment..................................................................................................................................14
Access Management................................................................................................................................15
SERVICE CAPACITY PLAN..............................................................................................................................15
SERVICE AVAILABILITY PLAN.......................................................................................................................15
SERVICE CONTINUITY AND RECOVERY PLAN...............................................................................................15
CONFIGURATION MANAGEMENT.......................................................................................................15
CHANGE MANAGEMENT........................................................................................................................16
FUTURE CONSIDERATIONS...................................................................................................................16
BIBLIOGRAPHY.........................................................................................................................................17
APPENDIX A: SERVICE REQUIREMENTS SIGN-OFF SHEETS......................................................18
APPENDIX B: SERVICE PORFOLIO......................................................................................................20
APPENDIX C: SERVICE CATALOGUE.................................................................................................20
APPENDIX D: INFORMATION SECURITY POLICY..........................................................................21
APPENDIX E: SERVICE LEVEL AGREEMENTS.................................................................................22
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PURPOSE AND HISTORY
The Aperture Science has been a famous research company that is expanding their
business in three sectors of the business including robotics, Pudding, and Textile research. The
purpose of the ITIL document is to highlight the aspects necessary for the consideration for the
deployment of an iOS application the daily operational problems of the common individuals. The
technology will be introduced to the individuals in the form of the information technology services
that will be boosting the daily operations and allowing the organization to understand the behaviour
of the individuals in far efficient manner.
DESCRIPTION OF SERVICE
The information technology product being introduced will be operated at iOS operating
system and it can be connected with the computer systems and mobile devices in manner to share
the data and information. The proposed product will be helpful in monitoring the daily activities of
the individuals and record them for making and recording the data and information related to their
behaviour. The end users will be interacted with AI and the application can be operated via
website, desktop, or as an application. The users will be able to lock the data and information
through creating personal user identity in the server of the application and they would be certainly
introduced to different sections among which they can select appropriate service that is of their
benefits. The unique registration will allow the users to look into the data, information and their
history of the services accessed, and places went. This process will also allow the user to share
data and information among the different platforms and access them remotely.
SERVICE STRATEGY
Strategies
To promote the product in such a way that every household uses the product and thus,
collecting data and information for personal benefits related to the science programs. The product
will be useful and applicable for the common citizens to be applicable within the households and
adhere more and more benefits as per the situation. It will be beneficial for the organization and the
consumers in manner to release more products in the market avail more and better and services
respectively. The second service strategy emphasizes on staying at the goal of the company and
contribute in the enhancement of the better living of the community in manner to overcome from
the petty limitations. Better and enhanced services will be provided to the organization after
conducting scientific researches and expanding the limit of the science progress. Providing reliable
and appropriate services are other sectors of providing better and enhanced services those could
contribute for the development and enhancement in the way of life living of the humanity.
Policies
Privacy policy: tis will be implemented considering the collection of the data and
information related to the user for which, the permission has been granted by the user themselves.
Human rights: it is necessary to consider the human right act in manner to conserve their
rights and allow the users to release only those data and information, which are considerable facts
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as per the government itself. Violation of human rights might be occurred due to collection of
information and data related to the individual behaviour and activities that will be collected by the
organization for future reference.
Hosting policy: legal agreements with the government and the vendor of the country, the
application is being hosted should be taken in consideration while launching on the internet for
accessing and availing the services through utilizing the application online. Hosting policy will
assure the platform organization willing to host the application and cover the targeted market.
Use Policy: Usage policy is another considerable factor for the application of the hosted
application for the delivery of the objectives of the project. The application should do the only work
that is being promised or proposed such as it will gather ad collect the data and information only
when the user allows the access.
Support Policy: Support policy focuses on the authorities of making changes in any of the
field, or root accesses, and if; the organization is modifying certain changes in the root access then
user is the one, who will have the complete responsibility for further actions.
DMCA policy: Digital millennium copyright act will be helpful I protecting the intellectual
property and rights of the organization on launching the application on web.
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System Context Diagram
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Figure 1: System Context Diagram
(Source: Created by Author)
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ACTIVITY DIAGRAM
Figure 2: Activity Diagram
(Source: Created by Author)
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Standards
.Php can be considered as a better approach for the development of this website and
accessing the highest quality of the user access and interface usability. The web application will
have the camera recording and data sharing facilities to the server through TCP/IP network
connectivity. APIs will be simple in manner to keep the users known and satisfied with every option
available. The supportable graphics will be helpful in demonstrating and incorporating the real
world images with the virtual images. Internationalization will be implemented considering the
hosting of the application in different countries. Mobile web will allow the users to access the
application on the mobile devices and use them efficiently and effectively and in association with
these, privacy and security standards will be implemented for the management and sharing of the
data and information collected and being shared on the network.
SERVICE DESIGN
Requirements
Business Requirements
The business is already popular among many customers and it has been continuously
evolving however; the organization wants to be in every home and the applied product will be
beneficial for the household activities and products. Business requirement is to make the product
applicable for every household activities and manage them accordingly. The targeted customers
are the users connected to the internet and availing the online service. The business needs to be
expanded in various sectors of the different countries considering the maximizing the efficiency
and effectiveness of the output.
Functional Requirements
Easy User interface: the API and the display page should be easy to be understandable by
the user and the options should be effectively visual through combination of the light and dark
colours. The very first page should demonstrate the training of what are the options available and
how the user can access the application.
Smooth access: the account creation and user login should be an easy step for the users to
be connected with the application and the network of the TODO ltd. The application will be allowing
the users to be connected with the application through registering the network by the phone
number.
Secured: The network should be capable of keeping the data and information safe and all
the information being exchanged in the network should be assuring that the data and information
being shared and exchanged on the network are capable of keeping the data safe.
Easy Data sharing: the web application’s major objective is to share the data and
information related to the current environment and propose the better selection of the products
being exchanged on the network. The network will be connected to the server of the TODO ltd.
Company and thus, it should be done in easy manner.
Easy data accessing: the information being accessed by the user should easily accessible
by them in manner to keep the complexity much far away from using the application. It should be
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easily accessed by the user assuring the processing of data and results in an efficient and effective
manner.
Management and Operational Requirements
Following are the operational requirements for launching the iOS web application:
Logo: The logo of the TODO Ltd. Company will be much better for releasing the application
on the internet. This will be assuring the previous customers to be faithful with the organization and
utilize the services.
User account: The unique id should be generated for every user in the database
management system and there should be history checking option. This will allow the user to track
the record of the history materials analysed through the prosed technology and the places he or
she went.
Secure server connections: data breach is always a considerable fact in the field of the
website development or any online application that needed to be secured in manner to protect the
data and information being accessed or shared by the user over the internet.
Image processing: this will be the core operational and management requirements those
needed to be implemented in an efficient and effective manner. The entire system will be
dependent on the image processing as the collected image will be processed for identifying the
respective material and whether the evaluated.
Fraud detection: As discussed earlier fraud is always the concerning objective and thus,
this detection system will inform the TODO server and the user whenever any suspicious activity
has been identified in the user’s account.
Hosting the application: The application needs to be hosted on the network in manner to
be managed and accessed by the users from different places via connecting to the network and
utilize the services being offered.
Usability Requirements
Understandability: the user interface system should not have any complexity and users
must be able to effectively understand the options and selections available in the web application.
The application of the proposed system should be accessed in an efficient and effective manner.
Learnability: the training and learning manual should be initiated whenever the user
access the web application in manner to make them understandable about the processes and
option selectcion those could be selected for proceeding with the necessary activity.
Operability: The elements and actions related to the interface must be consistence
through the over lifecycle the user continues with the website. Error messages, undo option,
customization, and style guide should be incorporated within the developed software.
Attractiveness: The attractively vision is helpful in assuring that the user will stay at the
same page and look for more options in manner to accomplish the necessary evaluation and
services.
Support Requirements
The supporting tools should be incorporated during the development of the web application
in manner to assure that the user will be capable of understanding the facts and what he or she is
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about to do. A learning video link and training while starting to enter the network would be a better
option for informing the user about the options and selections available in the developed web
application.
Design Constraints
The speed of the developed application should be higher, the screen will of enough size
that can be seen with the naked eyes of the individual. The graphics capability of the developed
application should be enough to manage the image processing and visual presentation of the types
of material for the captured image. The AI and UI implementation will be enhancing the capacity
and capability of the developed application and user experience for better output and real time data
processing and producing automated results.
Legal and Legislative Considerations
The web application development does not need any legal and legislative considerations
until it is not connected to the network however; connecting to the network and hosting the
application will need legislative and legal consideration in manner to satisfy the user that the data
is being collected and shared is secured. The legal and legislative considerations will include the
hosting policy, usability policy, privacy policy, and boundaries for hosting in different countries.
Service Design Package
Utility Details
The proposed application will allow the users to capture the images of the real world and
share them to the network in manner to analyse the type of material used for the development of
the image captured object or product. It will allow the users to select the best product that is
suitable for the application in the real life.
Maintenance Details
The application will be a paid service and the first subscription will allow the users to avail
the services proposed by the TODO ltd. Company. The maintenance and free updates will be
provided for first six months and thereafter condition charges will be applied.
Service Model
The WSCM Web Service Component Model will be most favourable for developing the web
application that can be hosted on the internet and accessed through the computer systems and
mobile devices. The SaaS will be incorporated within the proposed and developed system that will
be helpful in getting on demand services without investing on the additional IT infrastructure as this
service model will allow the TODO Ltd. To host the application on the web and provide a network
for the connectivity. The proposed WSCM will be helpful in developing a centric component model
for the development of these proposed mobiles.
Designs and Interface Specifications
The first page will display the registration page where the user would be able to register in
the network using the phone number verification and thereafter the options would be available.
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Rest of the options include the image capturing, which will alternatively open the camera and allow
the user to capture the image for identifying the type of material used in the captured product.
Acceptance Criteria
The developed application should be capable of allowing the users to connect to the
network in easy manner and process the necessary activities in an efficient and effective manner
without any bugs and glitches. The developed applicable should be compatible with the iOS mobile
and could be operable in the mobile devices allowing the users to connect to the network and
share the data and information to the TODO Ltd.
Procurement Lists
Vendor for hosting the developed application
Software developer
Coding that can allow compatibility with the mobile devices
Outsourcing the hosting platform for different countries
iOS devices, systems, and other mobile devices for testing and monitoring process
Transition Plans
Release and Deployment Scheme
Following are the phases involved in the release and deployment scheme for the developed
application:
Phase 1: planning
This is the whole single concerning objective for the deployment of the transition plan that
focuses on developing a guidelines assuring that what will be release including and how the
deployment would be made into overall production and output of the proposed software.
Phase 2: Releasing testing after building
After the accomplishment of the above phase, the software development team will have to
prepare the documentation. Software and other necessary elements considerable for releasing the
product. Stringent process can be recommended as the best approach for the accomplishment of
this phase of the transition plan. This phase will ensure that the risk level has been minimized to
the extent level.
Phase 3: Deployment
The developed application or software the release package can be deployed for the
application in the real world that will be ending with the early-life support and hand-off to service
operations
Phase 4: closing and reviewing the deployment
After the accomplishment of the above mentioned phases, the release needs to be
evaluated and closed thoroughly through feedback gathering or live testing procedures.
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Service Validation and Testing
This process and activity will be assuring the validation and test plans those could be
carried out to prepare the documentation related to the services those have been changed after
reviewing the service transition phase. It will include the utility testing, warranty testing, usability
testing, contract and regulation testing, and operational readiness testing.
Build, Test, and Deployment Plan
This will focus on the implementation and execution of the activities necessary for building,
testing and deploying the developed software. The above mentioned phases are the crucial factor
for the deployment of this management plan. This will be helpful in enhancing the efficiency,
productivity, risk reduction, team collaborations, and configuration management.
Operation Plans and Procedures
Event management
The events occurring in the overall lifecycle of the software following activities will be
accomplished in the typical event lifecycle:
Event occurrence, event notification, event detection, event logged, event filtering and
correlation, further actions including event response, and closing the event. These processes
needs to be completed in sequential manner in manner to manage the whole event in successful
and efficient manner.
Incident Management
The objective of the incident management include the following:
Service desk personnel that includes incident identification, logging, categorization,
prioritization, diagnosis, resolution, closure, and communication purpose.
Incident model tool can also be utilized for the management of the incident that will be
helpful in defining the steps, precautions, and timescales for resolution, preservations, and
procedures. This management includes five major activities and phases including:
Incident identification, logging, categorization, prioritization and response.
Problem Management
This could be accomplished in efficient and effective manner through accomplishing the
following processes:
Problem detection, problem logging, problem categorization, problem prioritization, problem
diagnosing and investigation, identification of the workaround for the problem, raising the known
error record, problem resolving, problem closing, and problem reviewing.
Request Fulfilment
There are five sub-processes involved in the ITIL request fulfilment that can be listed as
firstly, request ‘fulfilment support’ in manner to providing and maintaining the rules, skills,
processes, and the tools for the efficient and effective handling of the services. Secondly, request
categorization after logging; this allows the user or developer for recording and categorizing the
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service request. Thirdly, request model execution that will be focusing on processing the service
request as per the expected time schedule. Fourth, request escalation after monitoring that will be
focusing on continuously monitoring the process status of the outstanding service requests as a
countermeasure that can be introduced within the overall event. Finally, request evaluation and
closure is the last process that focuses on submitting the request record consisting information
related to the quality control before closing the project.
Access Management
Following are the activities those will be contributing in the efficient and effective access
management:
Request access, verification, providing rights, monitoring identity status, lagging and
tracking access, and finally, restricting or removing rights.
Service Capacity Plan
The aim of this plan is to influence the demands of the customers after understanding the
demand of the customers for the provision and the services of the capacity in manner to meet the
demands. Following are the activities those are necessary for the capacity management:
Establishing the pattern of the business activity, supporting services and core service packaging,
service legal packages, CSP and SLPs, and finally, developing differentiated offerings.
Service Availability Plan
This plan includes various activities those need to be delivered in an efficient and effective
manner including reactive activities, and proactive activities those are necessary for delivering all
the services matching the enhancement in the current and future needs of the developed system.
Service Continuity and Recovery Plan
There are five major phases those will be covered during this management plan that
includes the following:
Phase 1: initiation that includes the strategy and requirements, business Impact Analysis,
requirement analysis, requirements and risk analysis, Service continuity strategy for technical
works, and risk response measures.
Phase 2: Implementation that includes organizational planning for the deployment of testing
and thereafter walkthrough then overall scenario of the project or event.
Phase 3: on-going operation that includes testing, education, awareness, change
management, review and other processes.
Invocation is the last phase that needs to be delivered in this phase of the project.
CONFIGURATION MANAGEMENT
The following activities are the crucial phase for the successful deployment of this
management plan:
Planning: this will emphasize on explicating the configuration management and change
management processes separately.
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Identification: “This is essentially creating a complete “inventory” of all the CI’s in the
organization’s infrastructure. In this activity, you are essentially recording every bit of data about
your CIs that is necessary for effective operations.”
Control: This will include the development of the procedures and policies for the
development of the whole program.
Status Accounting and Reporting: documenting the whole scenario and developing the
report based on the information collected.
Verification and Audit: this is a random activity that will be helpful in performing the
random activities those assure that the configuration being programmed is capable of delivering
the necessary output.
Managing Information: “As part of the asset and configuration management process, you
need to regularly back up the CMS, keep detailed records about archived and historical CI
versions, and take appropriate measures to ensure data integrity across the entire lifecycle.”
CHANGE MANAGEMENT
Following are the procedures those need to be considered while developing the change
management plan:
Request for change review, change planning, change approval, change implementation,
and change closure
FUTURE CONSIDERATIONS
The above mentioned activities will be followed in an efficient and effective manner for the
development of a successful system that can allow the proposed solution to be effectively
established and developed in an efficient and effective manner.
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BIBLIOGRAPHY
Barafort, B., Shrestha, A., Cortina, S., Renault, A., Mesquida, A.L. and Mas, A., 2018. A Software
Artefact to support Standard-based Process Assessment: Evolution of the TIPA® Framework in a
Design Science Research Project. Computer Standards & Interfaces.
Chang, V. and Ramachandran, M., 2016. Towards achieving data security with the cloud
computing adoption framework. IEEE Transactions on Services Computing, 9(1), pp.138-151.
Dalsasso, D. and de Barros, R.M., 2016, June. GAIA scope: Framework for the project scope
management in software development process. In Information Systems and Technologies (CISTI),
2016 11th Iberian Conference on (pp. 1-6). IEEE.
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Iden, J. and Bygstad, B., 2017. The social interaction of developers and IT operations staff in
software development projects. International Journal of Project Management.
Khan, A.A., Keung, J., Niazi, M., Hussain, S. and Ahmad, A., 2017. Systematic literature review
and empirical investigation of barriers to process improvement in global software development:
Client–vendor perspective. Information and Software Technology, 87, pp.180-205.
Lema, L., Calvo
‐Manzano, J.A., Colomo
‐Palacios, R. and Arcilla, M., 2015. ITIL in small to
medium
‐sized enterprises software companies: towards an implementation sequence. Journal of
Software: Evolution and Process, 27(8), pp.528-538.
Marrone, M., Gacenga, F., Cater-Steel, A. and Kolbe, L., 2014. IT service management: A cross-
national study of ITIL adoption. Communications of the association for information systems, 34.
Müller, S.D. and de Lichtenberg, C.G., 2018. The culture of ITIL: Values and implementation
challenges. Information Systems Management, 35(1), pp.49-61.
O'Connor, R.V., Raisinghani, M., Mora, M., Gomez, J.M. and Gelman, O., 2015. An Extensive
Review of IT Service Design in Seven International ITSM Processes Frameworks: Part
II. International Journal of Information Technologies and Systems Approach, 8(1), pp.69-90.
Ulziit, B., Warraich, Z.A., Gencel, C. and Petersen, K., 2015. A conceptual framework of
challenges and solutions for managing global software maintenance. Journal of Software:
Evolution and Process, 27(10), pp.763-792.
APPENDIX A: SERVICE REQUIREMENTS SIGN-OFF SHEETS
Categories:
A Agree with contents
B Agree, subject to incorporation of comments
C Disagree, comments included
Approver Name/Title Signature Sign Date Subject to
Category
Sponsor Rachel De Boos 05/17/2018 A
Project Manager Levi Bunning 05/17/2018 A
Programmer Tyson Praed 05/17/2018 B
Vendor Sean Cyril 05/17/2018 B
Technician Jett Mate 05/17/2018 A
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Approver Name/Title Signature Sign Date Subject to
Category
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APPENDIX B: SERVICE PORFOLIO
Service Pipeline: the programming has not been started yet and thus, after fro execution to the
closure part has been yet under development condition.
Retired services: all the documentation related top the development of the system has been
accomplished and the execution part is about to be started as the future work for the whole
developed system.
APPENDIX C: SERVICE CATALOGUE
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APPENDIX D: INFORMATION SECURITY POLICY
Following are the considerable policies for the successful and safe deployment of the proposed
system:
1. AUP (Acceptable Use Policy)
2. Security Awareness
3. Information Security
4. DR/BCP
5. Change Management
6. Incident Response
7. Remote Access
8. BYOD
9. Vendor Access
10. Media destruction, Retention & Backups
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APPENDIX E: SERVICE LEVEL AGREEMENTS
Service Level Agreement (SLA) for Customer by
Todo Ltd.
Effective Date: 10-08-2010
Document Owner: Todo Ltd.
Version
Version Date Description Author
1.0 17-05-2018 Service Level Agreement Bob Smith
1.1 15-08-2018 Service Level Agreement Revised Dave Jones
Approval
(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)
Approvers Role Signed Approval Date
Todo Ltd. Service
Provider
Bob Smith 17-05-2018
Local comunity Customer Dave Jones 15-08-2018
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1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between TODO
Ltd. and Local community for the provisioning of IT services required to support and sustain
application being developed for daily household activities.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the
stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood
by the primary stakeholders. This Agreement does not supersede current processes and
procedures unless explicitly stated herein.
2. Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in
place to provide consistent IT service support and delivery to the Customer(s) by the Service
Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the
Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
 Provide clear reference to service ownership, accountability, roles and/or
responsibilities.
 Present a clear, concise and measurable description of service provision to the
customer.
 Match perceptions of expected service provision with actual service support & delivery.
3. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and
represent the primary stakeholders associated with this SLA:
IT Service Provider(s): Todo Ltd. (“Provider”)
IT Customer(s): Local Community (“Customer”)
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4. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice.
This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review
during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular
reviews of this document. Contents of this document may be amended as required, provided
mutual agreement is obtained from the primary stakeholders and communicated to all affected
parties. The Document Owner will incorporate all subsequent revisions and obtain mutual
agreements / approvals as required.
Business Relationship Manager: Todo Ltd.
Review Period: Bi-Yearly (six months)
Previous Review Date: 17-05-2018
Next Review Date: 01-08-2011
5. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the
ongoing support of this Agreement.
5.1. Service Scope
The following Services are covered by this Agreement;
o Manned telephone support
o Monitored email support
o Remote assistance using Remote Desktop and a Virtual Private Network where
available
o Planned or Emergency Onsite assistance (extra costs apply)
o Monthly system health check
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5.2. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
 Payment for all support costs at the agreed interval.
 Reasonable availability of customer representative(s) when resolving a service related incident
or request.
5.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
 Meeting response times associated with service related incidents.
 Appropriate notification to Customer for all scheduled maintenance.
5.4. Service Assumptions
Assumptions related to in-scope services and/or components include:
 Changes to services will be communicated and documented to all stakeholders.
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6. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The
following sections provide relevant details on service availability, monitoring of in-scope services
and related components.
6.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
 Telephone support : 9:00 A.M. to 5:00 P.M. Monday – Friday
o Calls received out of office hours will be forwarded to a mobile phone and
best efforts will be made to answer / action the call, however there will be a
backup answer phone service
 Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
o Emails received outside of office hours will be collected, however no action
can be guaranteed until the next working day
 Onsite assistance guaranteed within 72 hours during the business week
6.2. Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service
related incidents and/or requests submitted by the Customer within the following time frames:
 0-8 hours (during business hours) for issues classified as High priority.
 Within 48 hours for issues classified as Medium priority.
 Within 5 working days for issues classified as Low priority
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