Service Level Management. Service Description neacon is responsible for the development, maintenance and management of the systems developed by ▇▇▇▇▇▇, whether on behalf of the customer or in own management. The aim of the service is to ensure the customer’s business in terms of the systems developed. Services include: - systems developed by neacon - connections with other systems made by neacon - detection and repair of defects in the systems after they have been notified by the customer or neacon - change requests on systems - monitoring of availability of servers - monitoring of availability of systems developed by neacon - monitoring of availability of connections made by neacon with other systems - optimizing IT infrastructure - implementing legally binding measurements - periodically backing up and restoring backups on demand - reporting on server availability - Reports of availability of systems developed by neacon - Reports of availability of links made by neacon with other systems - advice on improving business processes through automation Not included in this SLA: - server downtime beyond the control of neacon - central infrastructure of servers (hardware) - routers, switches and storage - system software of the servers, installed by parties other than neacon - PC’s - peripherals - internet connections (including core components and DNS connections) - services purchased from third parties - connections to other systems, made by a third party - systems developed and maintained by third parties - disruptions caused by computer viruses and infections that cannot be identified and / or deleted by antivirus software - vulnerabilities that are not caused and / or mended by neacon’s systems - emergencies which include fire, theft and water damage - damage caused by third parties, such as power and data line disturbances neacon provides the following current services: - logistic systems in e-commerce • return system for announcing and approving returns • grading system: rating returned goods • return labels for 16 carriers in Europe • forward labels • order management system - Website services • development of websites in Wordpress • development of dynamic web shops in custom software • development of webshops in Magento • development of webshops in OpenCart • development of website modules • development of webshop modules • hosting • domain name management - optimizing business processes • development of CRM systems • development of quality management software • development of order systems • development systems in web-based maps • development planning systems • development of other web-based software • development of call center software - Marketing services • development marketing dashboard - performance • performance of call centre services neacon uses the hourly rate of € 91,15 for all its services. Possible alternative arrangements are to be laid down in a (license) contract with the customer. The hourly rate is increased annually by inflation and excluding 21% VAT. It is reserved for neacon to assign certain employees to activities. The mentioned hourly rate is valid during regular opening hours, regardless of the type of employee. The regular access times are weekdays (Monday to Friday) from 08:00 to 18:00 hours. For services outside the regular availability during work hours, the normal hourly rates will be increased with a percentage: - business days (Monday to Friday) between 18:00 to 08:00 pm: 150% - weekends: 150% - Holidays: 200% If systematically more extensive access times are desired by the customer, this will be separately incorporated into the (license) contract. Depending on the agreements made in the (license) contract billing takes on a weekly or monthly basis. Payment must be made within 14 days unless otherwise stated on the invoice. If an invoice is not correct, the customer shall report this to neacon within three working days, after which the invoice might be adapted. Term Definition System Software made by neacon to customer Maintenance Take precautions to prevent interference Customer Client of neacon for the development and maintenance of systems Management Implement measures to resolve faults as quickly as possible Availability Extent to which users can use System Security Extent to which the authenticity, confidentiality, integrity and data exclusivity are guaranteed Emergencies management The extent to which the continuity of the performance of the IT objects is effected in the case of a failure by, for example. fires, natural disasters, etc. Incident Operational event that is not part of the standard operation of the system and results in a degradation in the level of operational services Recovery time The actual interval which starts when the defect is logged and stops when the defect is repaired and the call is ended Module A module defines a business process within a System Functionality Adding a module to enhance a business process Response time The interval which starts at the moment of notification of a SLA Service Level Agreement defect and stops when supplier announces what the possible solution and recovery time is Support Effective and efficient support to users with questions, requests and incidents Standard change A change in the system at the request of the customer whose impact and expected development time are known in advance Working days Monday to Friday excluding holidays officially recognized under Dutch law. Authorized public holidays: New Year's Day, 1st and 2nd day of Easter, King's Day, Ascension Day, Liberation Day, Service Level Agreement
Appears in 1 contract
Sources: Service Level Agreement
Service Level Management. Service Description neacon is responsible for the development, maintenance and management of the systems developed by ▇▇▇▇▇▇, whether on behalf of the customer or in own management. The aim of the service is to ensure the customer’s business in terms of the systems developed. Services include: - systems developed by neacon - connections with other systems made by neacon - detection and repair of defects in the systems after they have been notified by the customer or neacon - change requests on systems - monitoring of availability of servers - monitoring of availability of systems developed by neacon - monitoring of availability of connections made by neacon with other systems - optimizing IT infrastructure - implementing legally binding measurements - periodically backing up and restoring backups on demand - reporting on server availability - Reports of availability of systems developed by neacon - Reports of availability of links made by neacon with other systems - advice on improving business processes through automation Not included in this SLA: - server downtime beyond the control of neacon - central infrastructure of servers (hardware) - routers, switches and storage - system software of the servers, installed by parties other than neacon - PC’s - peripherals - internet connections (including core components and DNS connections) - services purchased from third parties - connections to other systems, made by a third party - systems developed and maintained by third parties - disruptions caused by computer viruses and infections that cannot be identified and / or deleted by antivirus software - vulnerabilities that are not caused and / or mended by neacon’s systems - emergencies which include fire, theft and water damage - damage caused by third parties, such as power and data line disturbances neacon provides the following current services: - logistic systems in e-commerce • return system for announcing and approving returns • grading system: rating returned goods • return labels for 16 carriers in Europe • forward labels • order management system - Website services • development of websites in Wordpress • development of dynamic web shops in custom software • development of webshops in Magento • development of webshops in OpenCart • development of website modules • development of webshop modules • hosting • domain name management - optimizing business processes • development of CRM systems • development of quality management software • development of order systems • development systems in web-based maps • development planning systems • development of other web-based software • development of call center software - Marketing services • development marketing dashboard - performance • performance of call centre services neacon uses the hourly rate of € 91,15 89,90 for all its services. Possible alternative arrangements are to be laid down in a (license) contract with the customer. The hourly rate is increased annually by inflation and excluding 21% VAT. It is reserved for neacon to assign certain employees to activities. The mentioned hourly rate is valid during regular opening hours, regardless of the type of employee. The regular access times are weekdays (Monday to Friday) from 08:00 to 18:00 hours. For services outside the regular availability during work hours, the normal hourly rates will be increased with a percentage: - business days (Monday to Friday) between 18:00 to 08:00 pm: 150% - weekends: 150% - Holidays: 200% If systematically more extensive access times are desired by the customer, this will be separately incorporated into the (license) contract. Depending on the agreements made in the (license) contract billing takes on a weekly or monthly basis. Payment must be made within 14 days unless otherwise stated on the invoice. If an invoice is not correct, the customer shall report this to neacon within three working days, after which the invoice might be adapted. Term Definition System Software made by neacon to customer Maintenance Take precautions to prevent interference Customer Client of neacon for the development and maintenance of systems Management Implement measures to resolve faults as quickly as possible Availability Extent to which users can use System Security Extent to which the authenticity, confidentiality, integrity and data exclusivity are guaranteed Emergencies management The extent to which the continuity of the performance of the IT objects is effected in the case of a failure by, for example. fires, natural disasters, etc. Recovery time The actual interval which starts when the defect is logged and stops when the defect is repaired and the call is ended Incident Operational event that is not part of the standard operation of the system and results in a degradation in the level of operational services Recovery time The actual interval which starts when the defect is logged and stops when the defect is repaired and the call is ended Module A module defines a business process within a System Functionality Adding a module to enhance a business process SLA Service Level Agreement Response time The interval which starts at the moment of notification of a SLA Service Level Agreement defect and stops when supplier announces what the possible solution and recovery time is Support Effective and efficient support to users with questions, requests and incidents Standard change A change in the system at the request of the customer whose impact and expected development time are known in advance Support Effective and efficient support to users with questions, requests and incidents Working days Monday to Friday excluding holidays officially recognized under Dutch law. Authorized public holidays: New Year's Day, 1st and 2nd day of Easter, King's Day, Ascension Day, Liberation Day, day after White Sunday, 1st and 2nd day of Christmas Service Level Agreement
Appears in 1 contract
Sources: Service Level Agreement