Service Description
&
Service Level Agreement
Silver Touch Technologies Limited
2nd Floor, Saffron Towers,Panchwati, Ahmedabad,
Gujarat, India – 380 006
Tel:+91 79 2656 3158 / 8608 | Fax: +91 79 2656 1624
Email: info@silvertouch.com
URL:www.silvertouch.com
Services SLA
Executive Summary and Agreement
This generic service level agreement (SLA) is between Silver Touch Technologies Limited and
Customer. Under this SLA, Silver Touch agrees to provide access to the services outlined in
this document.
This SLA documents agreed-upon systems and services, covers performance and reliability
targets objectives, outlines escalation processes, and serves as an invoice for financial
transactions between parties.
Signed by Silver Touch representative,
Date :
Name :
Title :
Depart:
Phone :
Signature :
______________________________________
Mr. Vinod Kadia
______________________________________
Service Head - Technical Support
______________________________________
Service Department
______________________________________
079 26563158,
______________________________________
______________________________________
Understood and Agreed by Customer.
Name:
Title:
Depart:
Phone:
Date :
Signature:
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
______________________________________
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
ii
Services SLA
Offered Service Portfolio
In support of the Customer. Silver Touch provides the following services which are to be used
by the customer.
Onsite Hardware & Software Service Support Portfolio
Sr.
No
Service Description
1
Desktop & Laptop Support
2
Peripheral Support
3
4
5
Operating System & Desktop Software
Support
Antivirus Support
(EScan/McAfee/Symantec/Trend Micro)
New Installation Support –
OS/Software/Hardware
Service Definition
Desktop Installation
Desktop Troubleshooting
Peripheral installation and providing
troubleshooting support
Operating System Installation, Configuration,
Optimization and Troubleshooting support
Antivirus Installation and Troubleshooting.
Installation, Configuration, Optimization and
Troubleshooting support
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
iii
Services SLA
Service Level Agreement
Duration of Agreement:
This agreement covers all services runningon product as per the period define in the invoice
Silver Touch may terminate this agreement by providing a thirty (30) day written notice as a
part of Warranty Service
Definition of Scope:
The following services are covered by this agreement for the following uses:
Service Description
1.
2.
3.
4.
5.
Support Level
Desktop/Laptop Support
Peripheral Support
Operating System & Desktop Software Support
Antivirus Support
New Installation Support – OS/Software/Hardware
As per Matrix.
# Response SLA:


Initial Response SLA => Max. 2 hours to intimate customer with the Onsite visit
schedule confirmation.
Intermediate response SLA => Max. 1 hour after part repairing or replacement has
been done, inform to customer with installation schedule or In case of faulty part not
available in the market will responded in the next 1 Working hour to customer.
Confirmation Response SLA =>In next working hours our SD Team will take
confirmation from client and close the call in SD Tool.
# Resolution SLA:
On Site Visit:-
Distance in KMs
More than 250
Between 150 - 250
Between 50-150
Less than 50
Max. Onsite visit
Time (Working Hrs)
Max. Fault Finding
Time (Working Hrs)
24 hrs
20 hrs
16 hrs
8 hrs
6 Hours
After Repairing
Installation Time
(Working Hrs)
30Hrs
26Hrs
22hrs
14Hrs
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
iv
Services SLA
Location wise time commitment can be different as part of SLA

Fault Finding to Repairing SLA:Type of Problem
Mother Board
Keyboard & Mouse
Optical Drive
Recovery of OS
Monitor issue
SMPS Issue
Antivirus Issue
Network Issue
Part Repairing
Time
2 BD
1BD
1BD
2BD
2BD
1BD
1BD
1BD
Part Replacement
Time
3 BD
1BD
1BD
2BD
3BD
1BD
1BD
1BD
**Part replacement SLA will be applicable based on the part availability.
** If call will logged before 3 PM IST, this SLA will be applicable for the same day Else it will
applicable as NBD.
** Working hours (Monday – Friday 10am to 7 pm and Sat – 10 am to 2 pm)
** Any natural disaster, we could not follow SLA requirements
** We can provide maximum 5 installation per day
(Remote – Max. 2 / Local – 3)
** Any replacement part cost will charge extra and will be based on the customer
confirmation.

Service Definition:
-
Physical Installation.
Software Installation (if applicable) .
On Site trouble Shooting.
Part Sourcing and repairing.
Stand By part service.
Logistic support for parts.
User Acceptance Testing.
>> Supplier SLA:
As per ref document no : F/SMC/01
Detailed Scope of work is defined in the Service Proposal.
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
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Services SLA
Duties and Responsibilities:
Silver Touch:
1) Diagnosis and eliminate the faults at the end-user end.
2) Train and update the user with proper guidance for any end-user errors / mistakes.
3) Proactively taking corrective actions while performing Preventive Maintenance of Desktops
/Laptop/ Printers.
4) Trained to handle all types of End-User Support Calls for Hardware/Software related tasks for
Desktops / Laptop / Printers etc.
5) Hardware configuration, software installation and configuration and client applications
installation and configuration.
6) Antivirus Monitoring Support.
7) Responsible for Providing IT Support Executive as per the Contractual Term.
8) Responsible for troubleshooting, diagnosis, and resolution
9) Responsible for documentation of configuration and maintenance procedures and
processes
10)Responsible for Monthly performance measurement of Deputed Team
Rest of the duties and responsibilities are considering as a scope of Customer:
1) All software licenses provided by the Customer.
2) Client will provide corporate antivirus license.
3) Site readiness activity includes Space and Power
4) Responsible for Operating system / Application installation and configuration purchased
from any third party vendor.
5) Responsible for any application level troubleshooting, diagnosis, and resolution
6) Responsible for documentation of configuration and maintenance procedures and
processes
7) Responsible for maintaining site specific CMDB
8) Responsible for Defining and Managing all type of SLA
Implementation:
Silver Touch will coordinate the installation of physical equipments. Once the equipments
have been installed, all administration and data responsibility will be of Customer including
operating system and any dependent applications.
Maintenance periods:
Systems maintenance time period will be defined based on the Silver Touch and Customer.
Convenience.
Services may be temporarily unavailable during this time period unless otherwise noted in
this document.
Every effort is made to impact service availability of production instances as little as possible;
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
vi
Services SLA
Emergency Disruption/Shutdown
Unscheduled events (e.g. loss of power or cooling within the datacenter) may require
Silver Touch to disrupt/shutdown services without prior notification.
Amendment and Distribution Policy
This Service Level Agreement can be amended at any time when both Silver Touch and
the Customer agree to the amendment.
This Service Level Agreement must be signed by both Silver Touch and system
administrators/IT Head of the Customer.
Support Window:
Services are available as per support windows mentioned below:
Service
Working Days
Working Hours
9x5
Monday to Friday
10 am to 6 pm
Saturday
10 am to 2 pm
Communications Plan
•
•
•
•
The Customer will contact Silver Touch support via
1. email at service@silvertouch.com
2. phone on +91 (79) 26404586
3. SD Portal http://helpdesk.silvertouch.com
The Customer must provide Silver Touch, contact information.
The Customer must also provide escalation contact information.
Silver Touch will keep the client informed of any updates or changes. Any
planned changes that affect service will be communicated to all client contacts
on-file at least two business days prior to the change.
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
vii
Services SLA
Escalation Path
Escalation Authority
Communication
Escalation period
2 Hours
NonCritical
Critical
Call
Call
Fault Finding
Escalation period
6 Hours
NonCritical
Critical
Call
Call
Resolution
Escalation period
6 Hours
NonCritical
Critical
Call
Call
1st Level
SD Team
Leader
Immediate
45 Min
1 Hrs
2 Hrs
1 Hrs
2 Hrs
2nd Level
Service
Manager
60 Min
90 Min
3 Hrs
4 Hrs
3 Hrs
4 Hrs
Operation
90 Min
100 Min
4 Hrs
5 Hrs
4 Hrs
5 Hrs
Manager
** For any emergency crisis, the escalation should happen simultaneously to all concerned.
3rd Level
Escalation Matrix – Contact Details
Escalation
Level
Name
Email ID
Phone No
1st Level
Escalation
Helpdesk
service@silvertouch.com
079 26563158
Ext No. 502
2nd Level
Escalation
SD Team Leader
service@silvertouch.com
079 26563158
Ext No. 503
paresh.patel@silvertouch.com
079 26563158
Ext No. 501
MO:9726728159
3rd Level
Escalation
Service Manager
4th Level
Escalation
Operation Manager
Divyang.Desai@silvertouch.com
079 26563158
Ext no. 525
MO:9825065159
5th Level
Escalation
Service Head
vinod@silvertouch.com
079-26563158
Ext no. 422
Escalation
Confidential
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2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
Services SLA
Initial point of contact for all system availability problems will be via the systems email
address or via the systems telephone line.
Silver Touch Operations may be called at +91 (79) 26563158. The Operator on-duty
will have up-todateinstructions on how to reach support staff which includes an
escalation process.
Escalation process:
•
•
•
Level 1 SD Team Leader – on-call
Level 2 Service Manager – on-call
Level 3 Operation Managers
Scope Change Requests:
Initial point of contact for all systems configuration changes will be with a designated
member of the Silver Touch – Systems staff assigned after initial contact via email or
the Systems Hotline.
Silver Touch may refuse to implement a change if they determine that change broadens
the scope of service, or if they determine that it adversely affects other aspects of
service availability.
Service Expectations:
Customers can expect approximately 95% service availability measured over the time
period of a year, excluding anticipated outages and downtime performed during
maintenance periods.
Service availability will be measured using Nagios or equivalent service monitoring
and records will be retained for a year.
Overall system performance statistics will be monitored and graphed for a period of
one year.
Service availability reports are available periodically by written request to the Director
of Systems.
Penalties:
No penalty for missing this availability expectation will be enforced at this time. This service
expectation should be used for planning purposes only.
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
ix
Services SLA
Fees:
Please see the Silver Touch rate sheet for fee details.
*Note that this does not reflect the actual cost of services rendered but rather a
contribution towards payment of services.
Confidential
2nd Floor, Saffron Towers, Nr. Panchwati Cross Road, Ahmedabad, India - 380006
Phone: +91-79-26563158, 26568608 | Fax: +91-79-2656 1624 | E-mail: info@silvertouch.com
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