Website Maintenance

Website Maintenance and Management is the standard process as part of support operations for Customer.

About Maintenance

• Summary: This Website Maintenance Service Level Agreement (SLA) is a service agreement between XYZ Company (hereinafter referred to as the ?Customer?) and KAP Computer Solutions Pvt. Ltd. (hereinafter referred to as the "Service Provider")
• Parties: Service Provider Operations Team and Customer.
• Validity Period:
  Start Date: ?????
  End Date: From the start date to three months.
  After three months if the customer is happy with the service provider, can extend the contract as Annual Maintenance Contract.
• Objectives: Both the Service Provider and Customer agreed on follow the scope of this Maintenance Contract to reach the Target Levels.

Scope

• Website Maintenance: shall mean basic website changes depends on what kind of package has taken by the Customer and the enhancement work or adding the new functionalities depends on nature of work and agreed upon the Service Provider.
• Website Maintenance Service Fee: shall mean a rate paid by the customer for website maintenance and maintenance related support.
• Term: Term shall mean the initial three months maintained by the Service Provider as dry and run then after upon the customer satisfaction contract will be extended as MMC (Monthly Maintenance Contract) or AMC (Annual Maintenance Contract).
• Renewal Term: Renewal Term shall mean any twelve month term of Website Maintenance services elected by customer subsequent to the Term.
• Website Maintenance Agreement Term: The term of this agreement is a twelve month term. The renewal term will automatically start once the term has lapsed unless termination has been received.
• Website Maintenance Agreement Termination:
  
  • The term or renewal term can be terminated as per a 30 day cooling off period after the commencement or renewal date of the agreement. Notice of this termination must be made in writing.
  • If the Customer terminates the agreement prematurely to its term, then any unpaid Maintenance Service Fee?s will be invoiced based on the longest serving level.
• Amendments to Contract: The Level of your Website Maintenance Agreement can be modified by giving 30 days notice in writing.
• Customer Responsibilities
  
  • Obligations - The customer agrees to provide to the Service Provider with reasonable access to all necessary personnel to answer any questions about any problems reported by the customer regarding the oftware. Customer also agrees to promptly implement all updates provided by either a 3rd party or Service Provider if requested.
  • When requested and necessary, the Customer shall provide to Service Provider in writing a reasonable description of the maintenance required along with any additional information or software required to complete the Website Maintenance.
• Primary Contacts
  
  • The Customer shall choose one right person within customer's organization to serve as primary contact between the Customer and Service Provider and to receive support through Service Provider Operations Team. All of the customer's support enquiries shall be initiated through these contacts and logged internally.
  • The undersigned agrees to the terms of this agreement on behalf of his or her organization or business.
• Level of Support: 99% of Service Provider Operations Team will start working on Customer Website Maintenance within three of receiving the request in the Business Hours.
• Increasing Charges: Service Provider may increase the Annual Charge as set out in this Agreement by giving 14 days prior written notice to take effect at the end of the notice period. In such an event, the Customer may terminate this Agreement before the end of the said notice period by a written notice to Service Provider.
• Contact Information
  
  • Website Maintenance service is always available with the facility of 24x7 Support whereas after office hours & week end Service Request will be implemented as per the matrix.
    
    Phone: +91-80-4171-6000
    Mobile: +91-97380-10000
    +91-97380-23400
    
    Escalation1:+91-97380 23400(Support ? support@kapsystem.com)
    Escalation2:+91-97380 10000(Ananth Prasath ? ananthp@kapsystem.com)
    
    Email: info@kapsystem.com

Key Tasks & Definitions

• Raise Request ? Customer Raise the request and send it to Service Provider Operations Team thru mail and call up and update the same.
• Development Team ? The development team starts doing the changes and tests it out in the local environment. If everything is working fine then pass on to the Production Support Team.
• Production Support Team
  
  • Raise the Planned Event(PE) and update with the Customer.
  • Connect the Customer?s Production Support Server.
  • Take the back up of all the existing content and put into the local FTP Server with the versioning.
  • Release the latest code into the Customer?s Production Server.
  • Bring up the Server and test it out in live like all the changes has been done and it?s meeting the customer?s Service Request.
  • Same update with the customer over phone.
  • Update the release notes and send it to the customer. Upon the customer?s confirmation on release details, close the request.

Target Levels

• Service Provider wish to support the customer and reach the customer?s expectations. If there is any extra task will be provided always as per the customer wish with the additional cost.

Penalties

• If the Service Provider is not able to carry out continuously five Service Request within the time frame, the Customer may ask the Service Provider to pay back 50% of Web Maintenance Fee for that particular month or fifteen days of prior notice period terminate the contract. For that 15 days notice period the Service Provider should support without any maintenance cost.

Escalation Matrix

Optional Services

• Service Provider provides for any services that are not normally required by the user, but might be required as an exception case. These kinds of services Service Provider wish to provide the service with the additional cost prior approval from the Customer.

Exclusions

• Website Availability
• Website Reliability
• Website Responsiveness
• Changing the Architecture/Core Layer of the website
• Implementing New Technologies