Service Level Agreement for Slim Technologies and Altek Engineering

Service Level Agreement
Slim Technologies
10-06-2019
1Service Level Agreement (SLA)
By (Name)
Name of the Course
Title of the Instructor
Institutional Affiliation
City and Date
The final date of Submission

Service Level Agreement
Slim Technologies
10-06-2019
2
Customer Details
Business Name
Address
Contact Details
Business Contact
Overview of Support Requirements
1. Duration of the Contract.
This document outlines agreement between Slim Technologies and Altek Engineering. Slim Technologies is
a global Information Technology company with offices across the world and a corporate history that goes back
40years ago. Slim Technologies delivers Information Technology solutions to governments, corporate and
private sectors, offers ICT training, business information systems, maintenance of company IT infrastructure
and ICT consultancy1. Slim Technology’s mission is to deliver the best value to our customers by tapping into
competent and highly skilled workforce that will ensure competence and professionalism in delivering our
services.
Altek Engineering provides civil engineering and construction services for shopping centre development and
subdivision with expertise spanning across initial design up to final construction of car parks and roads. It relies
heavily on the advancement of Information technology through the implementation of a robust computer
network to facilitate efficiency and coordination in the discharge of their services2. The current computer
network is composed of five workstation computers with two computers running CAD and A1 plotter whiles
1 Andrade, Antonio Diaz, and Bill Doolin. Information and communication technology and the social inclusion of refugees. (3rd Ed, Derik 2016)
68
2 Heeks, Richard. Do information and communication technologies (ICTs) contribute to development. (5th Ed, Peterson 2016) 82

Service Level Agreement
Slim Technologies
10-06-2019
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the remaining three workstations running office-based software. All the five computers are connected to a
standard laser printer. The two computers running CAD and A1 plotter are majorly used for engineering
purposes such as design work while the rest are used to accomplish general office tasks. All the five computers
are connected to a Microsoft Server 2016.
Altek Engineering contracted Slim Technologies to maintain its Information Technology Infrastructure and
thus the purpose of this Service Level Agreement. This agreement will be effective upon the agreement of both
Slim Technologies and Altek Engineering. It will be effective from the date of signing until either of the parties
decides to terminate the contract upon prior communication with the prior party to enable smooth transition for
both parties.

Service Level Agreement
Slim Technologies
10-06-2019
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2. Areas of Support
Slim Technologies is to offer the following services to Altek Engineering:
Services Explanation Instances
Support and
Training of Users
Slim technologies will provide support and
user training on the best practices of
Information technology to employees of
Altek Engineering.
 Provide help desk support to Altek
employees.
 Train users on best password
practices.
 Answer queries about
applications.
 Receive complains and requests
from Altek employees.
Troubleshooting This involves Slim technologies offering
either a permanent or a temporary fix to
problems and bottlenecks in Altek
Information Technology Infrastructure.
 Reconnecting nodes to the
network.
 Fixing computers attacked with
viruses.
 Restoring forgotten passwords and
helping authorised locked out user
to login to the system.
 Restore the system to normal after
a system failure.
 Regular replacement of hardware
and software that have failed.
 Replacing faulty networking
cables in the network.
System
Maintenance
Slim technologies will ensure that all
systems in the company’s infrastructure are
up to date and patched to enable smooth
running of the operations in Altek
engineering.
 Patching up software to prevent
attack by cybercriminals.
 Installing software updates
regularly.
 Scanning the workstations using
antiviruses’ regularly.
 Carrying out vulnerability
assessment on the network
regularly to deter cyber criminals.
 Backing up critical information
regularly.
System Upgrade Slim technologies will be responsible for
carrying out all major system upgrades for
Altek engineering.
 Upgrading of both the workstation
Operating System and the Server
Operating System.
 Upgrading of the antivirus
software in the system.