Draft SLA

Mainware SLA

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Date

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Company Name

Registration Number

VAT number

Address

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Accounts Email

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Accounts Contact Persion

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Accounts Contact Number

Overview

Thank you for the opportunity to recommend a fully integrated managed IT service for your hardware and software system. We have the pleasure in submitting our cost assessment and recommendations on the pages to follow.

Mainware Technologies is a comprehensive business systems provider offering our clients innovative, cost effective solutions. Our technology consulting provides a total end-to-end solution to maximize your company’s productivity while ultimately driving down costs.

Mainware Technologies utilizes a national support network of dedicated partners to provide expert
services with national and local coverage.

Leveraging this coverage and experience in customer servicing, Mainware Technologies is now expanding the service offering to deliver the right technology services for you.

We trust that our recommendations in this proposal meet your satisfaction and will assist you in making
the best-informed decision possible. We assure you of the highest quality service at all times and should you have any queries, please do not  esitate to contact us.

Our Services:
● IT Support and Management Service and Solutions
● Email and Web Hosting
● Private Cloud Servers
● Voice &amp; Data Solutions
● Telephonic services
● Office automation
● I.T Infrastructure
● Networking/Structured Cabling
● CCTV
● Time &amp; Attendance
● Access control
● Solar and Alternative Power Solutions

Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

Telephone Support:
Mondays to Fridays, 8am - 16:30pm
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call.
Support 010 001 0714

Email Support: Monitored Mondays to Fridays, 8am - 16:30pm
Emails received outside of office hours will be collected, however no action can be guaranteed until the next business day.

Emails can be sent to support@mainware.co.za.
Service request can be tracked at www.mainware.co.za/support.
On-site assistance guaranteed within 1 business day during the business week, should the issue not be resolved remotely.

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 Customer within the following time frames:
0-8 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.

Service Scope

Desktop and Network Support

Windows Servers

Remote Connectivity

End User Assistance

IT Architecture and Design

Change Control

IT Resource Management

IT Security

IT Asset Register

Company/Group IT Policies & Procedures

OTHER Defined

The following Services are covered by this Agreement:

Service Scope ( Other)

Out of Scope Services:(Required)

Building new servers and rebuilding servers

Building / Installing new Desktop / Laptops from scratch / Reloading Windows

Building networks

Implementing new server software systems

Planning, Designing and provisioning new branches and IT infrastructure

Major Operating system upgrades

OTHER Defined

Service that are not covered in the SLA Agreement costs, that will be quoted apart as and when required.

Out of Scope Services ( Other )

Desktop Support

Assisting end users with software issues

First line setting up printers

First line setting up scanners

Upgrading software

Managing Windows updates

Remote office support

Telephone / Whats-app support

Running preventative system maintenance

Remote connection support through Anydesk / Rustdesk

Desktop management and support

IT policies and procedure

User checks for compliance

Desktop / Laptop replacement policy

OTHER Defined

Desktop Support ( Other )

Network Management:

Managing network resources

Documenting all network devices

Firewall management

Assisting with 3rd party providers, keeping network and phones operational

Remote monitoring

OTHER Defined

Network Management ( Other )

Notes

3rd party vendors(Required)

Software – Backup

Cloud Backup 5TB

5TB (1-9 Devices )

Cloud Backup 500GB

1 Device

Software – MS Office

Office 365 Home Packs

1-5 Users

Web / Domain / Email Hosting

Domain

Action(Required)

Transfer

Billing(Required)

Monthly

Yearly

Hosting Package Monthly(Required)

Hosting Package Annually(Required)

Private Servers

Private Server Options

Windows Server 2019 / 2022 Standard Pricing excluding VAT

Eset Server Secuirty

Yes

Virust Sofware for servers

Remote Desktop Lic per User

Software to Install

Windows 2019 Standard

Windows 2022 Standard

Sage Pastel 50c

Sage Pastel Express

Office

Cloud Backup

Remote Desktop / Remote Print

Zerotrust Network Protection

OTHER

Server Setup(Required)

Server setup software / notes

Hours(Required)

Once off Work if required

Once off work description

Once off IT take on costs, ie IT Stabilization

Hours

Support Costs

SLA Description(Required)

Support hours per month

Please enter a number from 1 to 160.

December Closing

Terms and Conditions

Additonal Support(Required)