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Agreement Overview

This document outlines a service level agreement between Sonaiya software solutions and Apisol Private Ltd. Sonaiya will provide IT services and support to resolve tickets sent by Apisol. Sonaiya aims to resolve high priority tickets within 0-16 hours, medium priority tickets within 48 hours, and low priority tickets within 5 days during normal business hours. Apisol will pay Sonaiya 30,000 INR per month for resolving up to 30 tickets, with the cost adjusting if more tickets are received. Both parties will review the agreement annually and communicate any changes to ensure consistent IT service delivery.

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Murugappan Annamalai
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© © All Rights Reserved
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41 views

Agreement Overview

This document outlines a service level agreement between Sonaiya software solutions and Apisol Private Ltd. Sonaiya will provide IT services and support to resolve tickets sent by Apisol. Sonaiya aims to resolve high priority tickets within 0-16 hours, medium priority tickets within 48 hours, and low priority tickets within 5 days during normal business hours. Apisol will pay Sonaiya 30,000 INR per month for resolving up to 30 tickets, with the cost adjusting if more tickets are received. Both parties will review the agreement annually and communicate any changes to ensure consistent IT service delivery.

Uploaded by

Murugappan Annamalai
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.

Agreement Overview
This has the reference to the discussions and negotiations, and based on the
understanding made on 01 August 2019. This agreement is being executed on this day of 04
August 2019 by and between

M/S. Sonaiya software solutions having its office at No: 78, First floor, Marathiammal
complex, Mounasamy mutt street, Ambattur, Chennai 600053 and represented by

Mr. A.Murugappan, Proprietor here in after called as The Firm which team shall include all
its successors in interest, execution and assignee

and

M/S. Apisol Private Ltd, 10th East cross street, Gandhi Nagar East, Vellore – 632006
represented by Mr. CN.Aparajitha Which term shall mean and include all its successors in
interest, executor and or assignee.

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between


Sonaiya software solutions and Apisol Private Ltd for the provisioning of IT services
required to support and sustain service.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by
the stakeholders.
This Agreement outlines the parameters of below mentioned IT services covered as they are
mutually understood by the primary stakeholders.

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 Client(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 Client(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
Client.
· Match perceptions of expected service provision with actual service support
& delivery.
·
3. Stakeholders
The following Service Provider(s) and Client(s) will be used as the basis of the Agreement
and represent the primary stakeholders associated with this SLA:

IT Service Provider(s): Sonaiya software solutions (“Provider”)


IT Client(s): Apisol Private Ltd (“Client”)

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.

5. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the
on-going support of this Agreement.

5.1. Service Scope


The following Services are covered by this Agreement;
The Tickets were sent through mail from client to provider.
The Provider will resolve the tickets in a stipulated time.

5.2. Client Requirements

 Outreachplus MVC based web based Application

5.2.1 Client responsibilities and/or requirements in support of this Agreement include:

· Payment for all support costs at the agreed interval.


· Reasonable availability of client representative(s) when resolving a service
related incident or request.
· 30 Tickets can be resolved for a month period.
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 Client 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.

6.Payments

Where as it is mutually agreed upon that payment terms shall be as follows:

1. Payments should be done monthly,

2. As per the discussions, Amount INR 30,000 per month. On 3rd of every month.

3. Charges may vary due to an issues.

If tickets increased then the mentioned level, the bill value will differ according to that.

7. 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.

7.1. 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 Client within the following
time frames:

· 0-16 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.
Those mentioned above where is only for working days and working hours.

Working days: Monday to Friday


Working Hours: 9:00 A.M. to 8:00 P.M.

 The finished works may be deployed and checked other than official hours.
 Other than priority the tickets resolving will consume time depends on it’s complexity.
 The receiving ticket should have the following parameters,

 Ticket Header,
 In time,
 Date,
 Priority level,
 Complexity column (which was filled by pro
 Remarks.

Remote assistance will be provided in-line with the above timescales dependent on the
priority of the support request.

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