1. Introduction

This Service Level Agreement (SLA) will serve as a mandatory reference for all level of services, products, support, terms & conditions, responsibilities, and mandatory/emergency changes. This will cover the scope of CONTRACTOR’s end in terms of dealing with the mentioned service and CUSTOMER’s responsibilities.

1.1 Purpose
This document provides an agreement between the CONTRACTOR and CUSTOMER as to what constitutes acceptable service in quantifiable and measurable terms. It documents the mutually service objectives, how those objectives will be measured, and the schedule of distribution for the measurements.

The intent of this Service Level Agreement (SLA) is to ensure the proper understanding and commitments are in place for effective support, service and resource planning.

1.2 Scope

The service to be provided is the provision of Service, After Sales Support and Requirements of the CUSTOMER. The areas to be serviced are:

  • Installation of QB – Installation of QB per computer depending on the number of software users availed.
    • Must met the requirements mentioned below:
      • Windows 10 (Updated)
      • MS Office 2013 above
      • .NET Framework 4.7 above installed
      • At least 4GB to 8GB RAM
      • At least 20GB HDD SATA/SSD Space
      • At least 2.4GHz above for Processor
    • Network Requirements:
      • Homegroup or Domain
        • All computers must be in the same network/ISP
        • Wired connection is a must (wireless is doable, but the performance may vary)
        • File Sharing must be enabled
        • Drive Mapping or Network Sharing
  • Quickbooks Training for Desktop
    • Classroom Training (First Training)
      • Overview of the actual process of the CUSTOMER presented in QB.
    • Hands-on Training (Final Training)
      • Actual data input prepared by the CUSTOMER in QB.
    • Go-live (Online Checking)
  • Quickbooks Online Training (For Quickbooks Online customer’s only)
    • Classroom Training – to overview the software’s capability and modules via classroom type
    • Hands-on Training – in-depth training via hands-on (one on one)
  • After Sales Technical Support for QB
    • Hosting Set-up (Assistance, may vary depending on the setup)
    • QuickBooks Software Repair
    • Information Editing for listing
    • Forgotten Entry Procedure
    • Template Customization
    • Network Mapping (Assistance, may vary on the setup)
    • Re-installation of QuickBooks
  • Installation of Check Voucher Third Party Application – Installation of Check Voucher Third Party Application per computer depending on the number of software availed.
  • Re-installation of Check Voucher
    • the Operating System placed must not be overwritten/reformatted without deactivating the QODBC License. This will void the license of QODBC.
  • Training for Check Voucher Third Party Application
    • Training on how to use Check Voucher Third Party Application on the assigned individual(s).*
  • After Sales Technical Support for Check Voucher Third Party Application
    • Bold print for Check and Voucher
    • Two (2) adjustments
      • Update Template for Voucher (Check/Journal/Accounts Payable) per company/computer, within the range of Technical Support
    • Two (2) Adjustments/Update Check Template
      • Size of check
      • Fit to printer
      • Adjustments to any printer per company/computer – within the range of Technical Support
    • Three (3) Check Template only per company/computer
    • Deprecated QODBC Connection
  • Service will not include:
    • Network-related issues
    • Network setup
    • Hardware issues
    • Pre-installed Operating System
    • Pre-installed Apps
    • Anti-virus related issues
    • Additional Requests/Modifications for Check Voucher Third Party Application exceeding the allotment.

1.3 Definitions, Acronyms, and Abbreviations

  • QB – QuickBooks Software
  • Training Officer – a person that will do all of the training.
  • Go-live – last visit for checking the transaction or entries.
  • IT Personnel – a person in-charge for the installation and other technical support pertaining to the QuickBooks Software and Hardware-related concerns.

2. Service Objectives and Measurements

CONTRACT will focus on providing top-notch service and on-time response to deliver the project on the intended date.

2.1 Service Objectives
2.1.1 Service Hours

  • Service is available from 9:00 AM to 4:30 PM, Monday to Friday, except when the operations are closed due to holidays, administrative closings, or inclement weather. A service can be requested or an Incident reported by telephone during working hours, or by mail or via sms. Incidents reported or services requested outside the working hours will be served at the next scheduled working day, unless a special procedure for Major Incident is granted.

2.1.2 Service Availability

  • For the provision of the Service covered by this SLA, availability is determined by the percent of the time components of the Service are available to users.
    CONTRACTOR will provide 100% availability during working hours for all the interfaces combined (telephone, e-mail, sms, messaging application) to report or request, that means the CUSTOMER will always have at least one mean available to report and incident or request a service at working times. Availability of each interface alone is provided below:
  • Interface Availability Hours to Measure
    • Telephone – 9am to 4pm
    • E-mail – At all times
    • SMS – 10am to 4pm
    • Message Application – 10am to 4pm

2.1.3 Service Reliability

  • As part of the quality of service, CONTRACTOR has designed the service to be resilient.
    • The commitments in this SLA are as follows:
      • No more than 9 (nine) failures in 12 (twelve) months.
      • Non-appearance during said meeting/training
      • Unanswered query within the range of response and action time
      • Failed software installation (non-working)
      • Incomplete tutorial/orientation
      • Incomplete provision of documents and certificates
      • Failure to commit quality service will have a pro-rata compensation

2.1.4 Scheduled Processing

  • All Incidents will be managed according the Incident Management Process that was designed along with the design of the Service itself. For details like workflows, roles and responsibilities, work products, escalation and control procedures.
  • All the service requests made by users will be managed according the Request Fulfillment Management Process.
    The first-line support is the entry point defined for both process. Users can request service or report an Incident by using one of the following:

    • Sending an email: <sales@optechfy.com>
    • Calling to the Service Support telephone. <(+63) 998 227 8170 | (+63) 915 790 7413>

2.1.5 Exceptional Processing – Special procedures are defined in the design of both processes to address special circumstances like:

  • Major Incidents.
  • Change of Urgency.
  • Request to address emergencies outside the working hours.
  • In those cases, emergency procedures are defined to be escalated.