Basic (Home users Only)

2 hours on-site support
back ups once a month (Cloud- Software Excluded)
2 hours Remote Support

Small Business  

6 hours onsite support 
6 hours remote support
Network security & Management
Back ups - Cloud - Software Exluded)
Desktop Support & Basic Trouble Shoot

Small to Medium Business

12 hours on-site support
12 hours remote support
Network security & Management
Back ups - Cloud - Software Exluded)
Desktop Support & Basic Trouble Shoot

Platinum Business Plan 

Unlimited hours on-site support
unlimited hours remote support
Network security & Management

Back ups - Cloud - Software Exluded)
Desktop Support & Basic Trouble Shoot

This service level agreement (“SLA”) describes the levels of service that (client name) will receive from Recore-Tech (“the supplier”). 

 

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not replace current processes and procedures unless explicitly stated herein.  

Suplier:

Name: Petrus Johannes Daniel    

Last Name: Steyn

Company: Recore Tech

ID: 9203025054082 

 It may be reviewed at any point, by mutual agreement. It may also be reviewed if there are any changes to the client’s IT system. 

 This SLA is valid from the commencing date outlined herein and is valid until further notice, such as in the event that the SLA is terminated and/or reviewed.  

 This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.   

 The business relationship manager (Recore Tech) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.  

 

This SLA covers only the equipment, software and services in the table below. This list may be updated at any time, with agreement from both the client and supplier.  

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.   

 

 Customer Requirements :

Customer responsibilities and/or requirements in support of this Agreement include:   

•              Payment for all support costs at the agreed interval;  

•              Reasonable availability of customer representative(s) when resolving a service-related incident or request.  

 The client will use the supplier-provided IT system as intended.  

 The IT support contract between the supplier and the client includes full details of the IT system and its intended uses.  

Additionally, the client will:  

 •              Notify the client of issues or problems in a timely manner; 

•              Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention; 

•              Maintain good communication with the supplier at all times.  

 

Service Provider Requirements  

Service Provider responsibilities and/or requirements in support of this Agreement include:   

•              Meeting response times associated with service-related incidents.  

•              Appropriate notification to Customer for all scheduled maintenance. 

 

The supplier will provide, maintain and support the IT system used by the client.  

 

Additionally, the supplier will:  

•              Ensure relevant software, services and equipment are available to the client in line with the uptime levels listed below;  

•              Respond to support requests within the timescales listed below; 

•              Take steps to escalate and resolve issues in an appropriate, timely manner;  

•              Maintain good communication with the client at all times.  

  

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.  

 

Service Availability  

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

 

•  Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday  

Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service. 

•  Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday    

 Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day. 

 • Onsite assistance guaranteed within 72 hours during the business week. 

 

Service Requests  

In support of services outlined in this SLA, 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.  

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.  

This SLA is written in a spirit of partnership. The supplier will always do everything possible to rectify every issue in a timely manner.  

 

 However, there are a few exclusions. This SLA does not apply to:  

 

 •              Any equipment, software, services or other parts of the IT system not listed above;  

•              Software, equipment or services not purchased via and managed by the supplier. 

 

Additionally, this SLA does not apply when:  

 •              The problem has been caused by using equipment, software or service(s) in a way that is not recommended;   

•              The client has made unauthorized changes to the configuration or set up of affected equipment, software or services; 

•              The client has prevented the supplier from performing required maintenance and update

tasks; 

•              The issue has been caused by unsupported equipment, software or other services.  

 

This SLA does not apply in circumstances that could be reasonably said to be beyond the supplier’s

control. For instance: floods, war, acts of god and so on.  

 

This SLA also does not apply if the client is in breach of its contract with the supplier for any reason (e.g., late payment of fees).  

 

Having said all that, Recore-Tech aims to be helpful and accommodating at all times, and will do its

absolute best to assist its clients wherever possible. 

Service Fees:  

The Company will pay the Service Provider an agreed amount, which amount shall be reflected in an end-of-month statement and shall be paid in the manner agreed. 

Payment: 

All payments in terms of this agreement, shall be made to the designated bank account of the Service Provider by way of electronic fund transfer unless otherwise agreed in writing, within 30 (thirty) days of delivery of the end-of-month statement. 

 

The supplier will always endeavour to resolve problems as swiftly as possible. It recognizes that the client’s computer systems are key to its business and that any downtime can cost money.  

However, the supplier is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.  

For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware fault (also classed as a fatal issue) it may take much longer to get back up and running.  

In all cases, the supplier will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client.

RIGHT OF TERMINATION 
 

The supplier recognizes that it provides services that are critical to the client’s business.  

If the supplier consistently fails to meet the service levels described in this document, the client may terminate its entire contract with the supplier, with no penalty.  

This right is available to the client if the supplier fails to meet these service levels more than five times in any single calendar month.  

TERMINATION AND CANCELLATION 

If any party commits a breach of this agreement and / or fails to comply with any of the provisions hereof (“the defaulting party”), then the other party (“the aggrieved party”) shall be entitled to give the defaulting party notice in writing to remedy such breach and / or failure, and if the defaulting party fails to comply with such notice within 14 (fourteen) days, then the aggrieved party shall forthwith be entitled, but not obliged, without prejudice to any other rights or remedies which 

the aggrieved party may have under this agreement or in law, to claim immediate specific performance and damages, or subject to clause 7.2, to cancel this agreement and claim damages, including consequential damages.  

Neither party shall be entitled to cancel this agreement unless the breach is both materials, goes to the root of the whole agreement and the aggrieved party cannot be adequately compensated by a monetary award or, if he can be compensated by a monetary award, the defaulting party fails to pay such compensation within 7 (seven) days of it being finally determined by the arbitrator in terms of clause 15. 

The aggrieved party shall in addition to the foregoing, be entitled to recover all his legal costs and disbursements incurred as a result of any notice to the defaulting party or the resolution of any dispute or any legal action taken or instituted in terms of this agreement, from the defaulting party.  Without limiting the right to recover all legal costs and disbursements, the professional fees and disbursements shall be recovered on an attorney and-own-client scale. 

NOTICE  
Any notice which any party gives in terms of this agreement must be in writing and addressed or sent or delivered to the addresses referred to in clause 11 above, and shall be deemed to have been given properly and to have come to the notice of the addressee on the fifth business day after the day on which the notice was sent by pre-paid registered post, if posted, or on the first business day after the date and at the time (if any) which appears on the acknowledgement of receipt of the notice and/or document, if delivered by hand. 

VIS MAJOR 

The contracting parties shall not be liable for delays in performing obligations or for the failure to perform obligations in terms of this agreement if the delay or failure results from any cause beyond the control of that party including (but without prejudice to the generality of the foregoing) fire, accident, explosion, flood, industrial dispute, failure of equipment or services supplied or any government action. 

DISPUTE RESOLUTION 
  

Any dispute regarding the interpretation and / or implementation and / or non-

compliance of any of the terms of this agreement, shall be referred to arbitration in terms of this clause. 

The arbitration proceedings shall be held in Pretoria at a venue and in terms of rules to be determined by the arbitrator at the pre-arbitration meeting to be called by the arbitrator, and shall be treated as strictly confidential by the parties, the arbitrator and any witness(es) called, and shall not be divulged to any third party unless ordered to do so by a court of law. 

 

The arbitrator, in his / her sole discretion, shall be entitled to award a cost order in favour of any of the disputing parties, and his / her decision shall be final and binding on the contracting parties subject only to a right of review on the limited grounds in terms of the Arbitration Act, 1965 (Act 42 of 1965). 

CONFIDENTIALITY 

Unless otherwise agreed to in writing, the contracting parties agree to keep the contents of this agreement, and all related activities, documents and information, strictly confidential, unless the disclosure of such information by the Company or the Service Provider is

required under the law, or in terms of an order granted by any court of law, in which case the Company or the Service Provider shall first inform the others in writing before making such disclosure.