Service Level Agreement
Service provider provides telephonic services to all branches of company for example.

• International calling
• Local calling
• Change of device
• Billing system handling
• Line check status

Expected Service Requirements:

Response Time Requirements: while raise the ticket,the service provider should be able to provide servicesresponse time for the basic operational issues within 5 minutes and complicated operational issue must be resolved within 15 minutes. To handle this issue, we have the customer support number which have multiple lines to process multiple employee request.

Availability Requirements: Service provide to employees is 24/7, We can have three different shifts of 8 hours each for Employee support center which will responsible for managing the call taken it at any point in time.

Reporting Delivery Requirements: Employees get notified by the call that issue is resolved.

Data Retention and Back-Up Requirements: Storing and taking backup of all the issues occurred in the past to resolve the problem quickly if it occurs again to the employee. Keeping Back-Up of all employees Making sure if any problem occurs call transfer to another line if more than one employee call at the same time.

Technical Support Requirements: A technical support team should be able support employees to resolved problems through E-mail.
Job/Report Turnaround Requirements: To run this service there should be proper advertisement in employee's cabin.

Service Assumptions:
• Prompt action from the customer support team, timely workaround.
• Employees make sure calling with in working hours.
• Employees sends service request number.
• Employees checks service status.
• Employees wait till the service is done.

Costs:
For the International call, there is a plan for $5 which is 170 minutes for each employee.

For local calls, there is a plan for 10$ in all over the USA.Unlimited minutes.

Cost of telephone 15$ if there is a replacement of telephone.

If line is not working IT person commute that place for this act, travelling expense for IT technician.

Contract Maintenance:

Terms for Renegotiation:
• If employees are not satisfying with the service up to the mark and it repeats again the contract between them will be cancelled.

• If Employees wants to come back and renew the contract, we can renegotiate the deal up to 10% reduction on the plans.

Penalties/Rewards:
•If the problem cannot be resolved in certain time service provider replace old product with new one due to valuable time.

Service Level Reporting Responsibilities: If the employees are unable to see their status check within an hour the employee can report to the higher authorization.

Service Problem Resolution Responsibilities: If the employees are unable to see their status check within an hour the employee can report to the higher authorization and higher authorization will act quickly.

NESCOM Telephonic Service Provider Responsibilities:
• The service provider should be able to handle more number of employees at a time.
• Being nice with employees when they request for service.
• Making sure employees are not waiting for long time.
• Ensuring service is given to employee.
• If employees are unable to check status of service, they will notify them again.

Employee Responsibilities: Employees should describe the problem occurred to the service provider by giving them employee ID. Employees should check the status of service after certain time. Once the service is completed employees should crosscheck the issue. Whether it is working or not. After service completion employee, should give valuable feedback to service provider.

Service Change Control Procedure: The following provides a detailed process to follow if a change to this agreement is required:
A Request for Change (RFC) will be the vehicle for communicating change. The RFC must describe the change, the rationale for the change and the effect the change will have on the services.

The designated contact of the requesting party will review the proposed change and determine whether to submit the request to the other party.

The receiving contact will review the proposed change and approve it for further investigation or reject it within three (3) working days. The investigation will determine the effect that the implementation of the RFC will have on service targets, service charges and service assumptions related to this agreement.

Signatures:We have read the attached contract and terms and hereby forge an agreement per the conditions stated therein:

Business Unit Representative: Date: (signature)
DPC Representative: Date: (signature)
Other Representative: Date: (signature)