Service Level Agreement

For
Technical Services

Prepared by: Manschaft IT Pvt. Ltd.

Document Control

Document Type Service Level Agreement

Service Technical Services
 Version 1.1
Classification Confidential
Date of Submission 01st November 2019
Author Ajay Arya

Distribution List

Version Date Reviewed by

1.0 01st November 2017 Ankeet Shirodkar
Version Date Authorized By
1.0 01st November 2017 Moiz Patel

Change History

Version Date Author Reason for Change

Disclaimer

The content of this document is confidential in nature and therefore we expect that the recipient shall observe strict
secrecy in protecting information contained in it. At no time shall the company and its employees reproduce, part
with or disclose contents of this proposal to any person other than their own employees.

Table of Contents
Professional Services .................................................................................................................................... 4

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Routine Activities in Scope ........................................................................................................................... 4
Call Logging ................................................................................................................................................... 5
Support Type................................................................................................................................................. 6
Priority Levels ............................................................................................................................................... 6
Escalation Matrix .......................................................................................................................................... 7
MIPL’s Support Contact for Networking Services ......................................................................................... 8

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Professional Services

One of the goals of Information Technology (IT) groups is to manage data efficiently while
keeping them available and secure for users.

The purpose of this document is to provide details of the Network Services that Manschaft IT
Pvt. Ltd. offers to its customers. Manschaft IT Pvt. Ltd. being a System Integrator provides
such services and has a well-established practice of Desktop, Server, Network and Network
Security Support, Management, Monitoring and Audit services.

The best solution is one that integrates multiple technologies together and automates the
Network, Compute, Data backup, Replication of data, while monitoring and maintaining the
availability of all systems. Organized and planned implementation with use of best practices
coupled with state of the art world class support that we offer can help you achieve best out
of your IT infrastructure.

We at Manschaft IT believe that helping to keep our customer’s systems up and running is
best way to partnering with our customers.

INDICATIVE CLIENTS: Hyva India, Hitachi System Micro Clinic, Dell-EMC,

Supreme Petrochemicals, Henkel, AAK Kamani, Integrated Solutions,
Thomas Cook, SOTC, Fairbridge Capital, Darya Shipping, RNV Group,
Eureka Outsourcing, Datamatics, Globe Secure Etc. many more in India
and abroad.

Routine Activities in Scope

 Health monitoring

 CPU Utilization
 Memory Utilization
 Temperature Monitoring

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  Backup

 Monthly bases
 In case of any changes (pre and post changes)

 Configurational Changes

 VLAN Configuration
 Port Level Configuration
 Uplink Configuration
 LAG Configuration
 Firmware Upgradation
 RMA (in case of OEM support availability)
 Firewall Rules
 Content Filtering
 Routing
 Desktop Troubleshooting
 McAfee EPO- Policies, Rules, etc.
 Backup and Restoration etc.

Call Logging
Support Incident Logging Process

Call initiation would be from authorized Contact Person from customer end, either on mail or
on phone. An acknowledgment of the same will be provided with the case-id to the customer
contact person reporting the call.

• Support Helpdesk– 022 6236 1524

• For Emergency assistance on holidays and Non-working hours – Escalation Managers.
• Customer Support Mail ID: - support@manschaft.com
• Coordinator will provide scheduled time for engineer's response (remote or onsite).
• MIPL engineer shall make every attempt to respond as per scheduled time, however in
case engineer failure, kindly escalate to the respective designated managers.

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 • Hardware parts replacements will be carried out as per the response commitments from
respective OEM vendors incase of OEM support availability.

• Resolution of cases escalated to OEM depends upon OEM / Product Vendors Support.

We would request MCHI to share their Organization Contact Matrix with email ID, Designation
& Telephone Nos., it will help MIPL coordination team to keep all respective members informed
about the developments on the case.

Note:

Cases logged before 4pm would be attended same day. If case is logged after 4pm, depending
on the criticality it will be attended on same day or next business day. However, calls logged till
6 pm will be given case ids on the same day and depending on the engineer availability and
criticality, engineer will give telephonic call to the customer to understand the problem.

Support Type

Sr. No Support Type Support Availability

Day Time
1 Basic Monday - Friday 10:00 to 18:00
2 Enhanced Monday - Friday 9:00 to 23:00
3 Premium Monday - Sunday 24x7

Exclusions
1 Any Data Centre Relocation
Note:
2 New Hardware installation, Configuration or Migrations
3 Additional or any Software Deployment

Priority Levels

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 Priority 1 System/Network down (System/Network is totally down and major impact on
business. Engineer will call customer and understand the issue, based on the
same next course of action will be decided)

Priority 2 Degraded (System experiencing intermittent problem, few of the services have
issues or not performing well)

Priority 3 Needs attention (Any other situation where service will be needed, but it has
minimal or no impact on customer business)

Priority 4 Information (Need information about new features, minor up-gradation /patch,
product functionality etc.)

Escalation Matrix

Escalation Matrix
Priority 1 Priority 2 Priority 3 Priority 4

Response Escalation Response Escalation Response Escalation Response Escalation

Time Time Time Time

Support Support Support Support

Team Team Team Team
0-1 hrs. 0-2 hrs. 0-3 hrs. 0-6 hrs.
2 hrs. Team Lead 2-4 hrs. Team Lead 3-6 hrs. Team Lead 6-10 hrs. Team Lead

Head Head Head Head

Services Services Services Services
4 hrs. 8-11 hrs. 9-15 hrs. 12-15 hrs.
Account Account Account Account
Manager Manager Manager Manager
8 hrs. 11-16 hrs. 15-20 hrs. 15-18 hrs.
12 hrs. Director 16-24 hrs. Director 20-24 hrs. Director 18-24 hrs. Director

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MIPL’s Support Contact for Networking Services

Level Designation Contact No. Email

1 Services Coordinator 022 6236 1524 support@manschaft.com

2 Team Lead +91 7506 684 666 karun@manschaft.com
3 Head - Services +91 7506 684 270 niranjan@manschaft.com
4 Account Manager +91 7506 684 260 ankit@manschaft.com
5 Director +91 9820 457 573 moiz@manschaft.com

Customer shall log all calls at Helpdesk with following details

• Brief description of problem

• Reporting Person’s Name & Contact info from customer

In turn MIPL will provide the Case ID and the call classification for customer future references.
MIPL will ensure that every call reported by customer is logged on priority and MIPL Case ID is
generated. The case will be assigned to an engineer and the customer representative will be
informed for the same.

Note: We request MCHI India to follow the process and get MIPL case-id to avoid any delay in
support response. Kindly note that without MIPL’s case-id engineers may not accept any
support requests, customer should provide the case-id to the respective support engineer
before proceeding with the service for smooth delivery of support.

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