| APPENDIX C |
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| Artena Helpdesk & Support Service Level Agreement |
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| Introduction |
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| This is a Service Level Agreement (SLA) between Student Management Software Solutions Ltd. (SMSS) and Artena sites. |
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| Definition |
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| Artena means the Artena Application Server, the Artena Client, the Artena Enquiries Application Server, the Artena Enquiries Client, and the Aware system. |
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| Service Level Agreement |
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| 1. Support - Products and Service Definition |
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| 1.1 |
The support services offered by SMSS will cover: |
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| 1.1.1 |
Support services for Artena (provided for the previous, and current Versions) The services will include: |
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- Questions relating to the use of Artena functionality,
- Technical questions relating to Artena,
- Operational questions relating to the use of Artena.
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| 1.1.2 |
InterBase: |
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- InterBase standard configuration and recommended settings,
- The Artena database structure,
- Scripts prepared by SMSS for the Artena database file,
- Triggers, stored procedures and other code developed by SMSS and executed within the Artena database file as part of the operation of the Artena product.
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| 1.1.3 |
Borland Database Engine (BDE): |
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- BDE configuration and recommended settings while the BDE is still required by the Artena Client.
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| 1.1.4 |
Crystal Reports (From 1 July 2003): |
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- The reports developed by SMSS for use with the Artena product,
- The use of the reports developed by SMSS for use with the Artena product,
- Assistance with reports developed by sites in relation to the Artena database.
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| 1.1.5 |
Network Operating Systems: |
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- This area of support is in relation to the use of Artena in the particular operating and network environment and should not be considered as support for the operating systems and network environment.
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| 1.2 |
The support services will not include the following: |
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| 1.2.1 |
The resolution of issues resulting from: |
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- Modifications to Artena source code not agreed to by SMSS,
- Modifications to the Artena database not agreed to by SMSS, will be considered outside of this agreement and will be provided at standard rates as per Appendix B.
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| 1.2.2 |
Training in the use of Artena |
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| 1.2.3 |
Training in third party software, eg: Excel, Crystal Reports, Data Analyzer |
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| 1.2.4 |
Support/training for network operating systems |
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| 2. Identification of reported Issues |
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| 2.1 |
The helpdesk and support staff will have access to staff able to assist in the identification of issues and the determination of their nature, including staff knowledgeable in the supported third party products. | |
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| 3. Hours of Service |
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| 3.1 |
Helpdesk support will be available from 8:00am to 5:00pm during weekdays. |
| 3.2 |
Helpdesk support will not be available during weekends and national holidays. |
| 3.3 |
Helpdesk support will not be available during the two weeks of Christmas/New Year. |
| 3.4 |
Helpdesk support may be provided outside normal hours and on weekends by arrangement with SMSS. In such instances the service will be outside the scope of this agreement and will be provided at standard rates as per Appendix B. | |
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| 4. Communications and Response times |
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| 4.1 |
Communications between Sites and SMSS for the registration and resolution of issues will include the following: |
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| 4.1.1 |
Email (the preferred option), |
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| 4.1.2 |
Telephone, |
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| 4.1.3 |
Facsimile |
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| 4.2 |
Telephone calls to the Helpdesk will be answered promptly; where the helpdesk operator is engaged on another call, the call will be diverted to the answer phone; where the helpdesk operator is unavailable, the telephone will be diverted to the SMSS office. |
| 4.3 |
The acknowledgement time by SMSS for the registration of an issue received by Email will be one hour from the time of receipt. Calls taken directly by Helpdesk staff will be deemed to have been acknowledged at the time of the call. Where further information is required, the Site will accept the responsibility to provide the requested information. |
| 4.4 |
The times for the resolution of issues detailed in this, and related, agreements do not include any period of time where SMSS is waiting on a response from a Site. | |
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| 5. Contact Details |
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| 5.1 |
Contact addresses for SMSS are as follows:
Email: helpdesk@smss.org.nz
Telephone: (04) 499 1608 (Artena direct helpdesk telephone)
Fax: (04) 499 5410 (Marked for attention ARTENA HELP DESK)
SMSS office (04) 499 5410 |
| 5.2 |
The contact for the Sites will be Artena@ .ac.nz for sites as listed in Schedule B of this Service Level Agreement. |
| 5.3 |
All Sites must have an email address where more than one staff member receives communications (Artena@site.xx.nz). | |
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| 6. Registration of issues |
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| 6.1 |
Sites registering issues with the Helpdesk are required to provide the following information: |
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| 6.1.1 |
The Artena executable version, |
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| 6.1.2 |
Screenshot(s) showing the problem, |
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| 6.1.3 |
Any relevant error messages, |
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| 6.1.4 |
An example ID or UID of the problem record to enable the replication of the problem should SMSS have a current copy of the Site's Artena database, |
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| 6.1.5 |
A detailed description of the problem, |
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| 6.1.6 |
A description of the impact of the problem, |
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| 6.1.7 |
If required, Site's may be asked to provide a Zip disk or CD with a current copy of their Artena database, |
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| 6.1.8 |
Any other relevant information requested by SMSS, |
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| 6.1.9 |
Where the problem is with a report developed by the Site, the report specification and the report MUST be supplied | | |
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| 7. Issues Management |
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| 7.1 |
All issues will be logged and accorded an Issue number and a priority according to schedule A of this Artena Service Level Agreement, |
| 7.2 |
SMSS acknowledgement of the issue will include notification of the Issue number, the priority of the issue and the expected resolution period. |
| 7.3 |
Sites are requested to include the Issue number in any subsequent communications regarding the particular issue. |
| 7.4 |
Where the timeframe for the resolution of an issue extends beyond the schedule the Site will be advised and regularly updated of progress. |
| 7.5 |
The escalation of issues will be managed according to schedule A of this Artena Service Level Agreement | |
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| 8. Issues Resolution |
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| 8.1 |
An issue related to Artena functionality will be resolved when the user is made aware of the correct use of Artena for a particular process or purpose and/or referred to the relevant section of the User Manual or knowledge base. |
| 8.2 |
An issue resulting from a 'bug' will be resolved when the fault has been identified. SMSS will advise the Site of the intended resolution of the 'bug' in due course. |
| 8.3 |
An issue resulting in the confirmation that Artena 'functions as designed' will be resolved through the notification to the Site. |
| 8.4 |
Where an issue is identified as one relating to InterBase, then the site will be responsible for the resolution of the issue through the services offered by the InterBase manufacturer or their agent. |
| 8.5 |
Where an issue is outside the agreed areas of service the Helpdesk staff will, where possible, redirect the enquiry to an appropriate organisation or individual that can assist with the problem. |
| 8.6 |
Where it is unclear whether an issue is considered within the scope of this agreement, the issue will be referred to the Manager of SMSS and the question resolved jointly between the site and SMSS. |
| 8.7 |
Where a solution has been provided and no response has been received from the Site within ten working days the issue will be closed. | |
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| 9. Site Responsibilities |
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| 9.1 |
Sites will be responsible for: |
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| 9.1.1 |
providing staff with suitable knowledge to maintain and support Artena on site |
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| 9.1.2 |
maintaining a daily back up of the Artena and Archive databases |
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| 9.1.3 |
carrying out a weekly InterBase backup and restore process |
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| 9.1.4 |
keeping the Archive database up to date with the Artena database structure | |
| 9.2 |
SMSS DISCLAIMER
SMSS will accept no responsibility for database restoration where the site does not hold a clean backup copy of the live database no older than 24 hours. Resolution of faults where data cannot be retrieved from back up will not be covered by this agreement and will be subject to an additional charge. | |
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| 10. Artena Support - Web Site |
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| 10.1 |
SMSS will maintain a web site for Artena Users providing the following:
- The Artena knowledge base,
- Current Patches and Versions of Artena,
- Where possible, links will be provided to related web sites, eg. Borland (InterBase), Ministry of Education,
- A list of current maintenance and enhancement requests,
- A library of reports.
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| 11. Communications |
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| 11.1 |
All parties will act in a professional and cordial manner and will demonstrate an empathetic attitude towards staff in the resolution of issues. | |
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| 12. Reporting |
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| 12.1 |
Reports of Helpdesk use will be provided by SMSS on a regular basis including, but not limited to:
- A three-monthly report on statistics published on the web site
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| 12.2 |
Reports of Helpdesk events that are outstanding together with the status of these events by each Site will be published on the web |
| 12.3 |
SMSS will, twice annually, conduct a survey of the SMSS sites to determine the User's levels of satisfaction with the Helpdesk and Support service. | |
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| 13. Complaints |
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| 13.1 |
Complaints in relation to services are to be referred in the first instance to the Manager SMSS and will be resolved jointly between SMSS and the site. |
| 13.2 |
Any site not satisfied with the outcome of a complaint may refer the matter to the Chairman of the Board of Student Management Software Solutions Limited. | |
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SMSS Service Level Agreement
Schedule A
Issues Management |
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| 1. ISSUES TYPES |
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| This table defines the categories of issues for the purposes of support call management: | |
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| 2. ISSUES PRIORITY FOR RESOLUTION AND ESCALATION |
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| This table defines the level of response to issues (priority). This is the priority assigned by the Support Analyst or the Support Manager. | |
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| Priority |
Target Resolution Time |
Target Resolution Time |
Review |
Review |
Subsequent Review |
Notify |
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| 1 = Cannot Use the System; 2 = There is no work around for a problem; 3 = There is a work around for a problem |
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SMSS Service Level Agreement
Schedule B
Sites |
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AORAKI POLYTECHNIC
Arthur Street, Timaru. Private Bag 902, Timaru. 03 684 8240 |
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BIBLE COLLEGE OF NEW ZEALAND
Private Bag 93 104, Henderson, Auckland. 221 Lincoln Road, Henderson, Auckland . 09 836 7818 |
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EASTERN INSTITUTE OF TECHNOLOGY
Gloucester Street, Taradale. Private Bag 1201, Taradale. 06 844 8710 |
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FIJI INSTITUTE OF TECHNOLOGY
Princes Road, Samabula, Suva, Fiji. P O Box 3722, Samabula, Suva, Fiji. 00 679 381 044 |
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NATIONAL UNIVERSITY OF SAMOA
P O Box 1622, Apia, Samoa |
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NORTHLAND POLYTECHNIC
Raumanga Valley Road, Whangarei. Private Bag, 9019, Whangarei. 09 430 5830 |
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NELSON MARLBOROUGH INSTITUTE OF TECHNOLOGY
322 Hardy Street, Nelson. Private Bag 19, Nelson. 03 546 9075 |
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SOUTHERN INSTITUTE OF TECHNOLOGY
Forth Street, Invercargill. Private Bag 90114, Invercargill. 03 218 2599 |
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TAI POUTINI POLYTECHNIC
13-87 Tainui Street, Greymouth. Private Bag, Greymouth. 03 768 0411 |
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TAIRAWHITI POLYTECHNIC
290 Palmerston Road, Gisborne. P O Box 640, Gisborne. 06 868 8068 |
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TE PIHOPATANGA O AOTEAROA
90 Lake Road, Rotorua. P O Box 146, Rotorua. 07 348 6093 |
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TE WANANGA O RAUKAWA
Tasman Road, Otaki. P O Box 119, Otaki. 06 364 7820 |
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TE WHARE WANANGA O AWANUIARANGI
Francis Street, Whakatane. Private Bag, Whakatane. 07 307 1467 |
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WAIARIKI INSTITUTE OF TECHNOLOGY
Mokoia Drive, Rotorua. Private Bag 3028, Rotorua. 07 346 8999 |
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WELLINGTON INSTITUTE OF TECHNOLOGY
Buick Street, Petone. Private Bag, 39803, Te Puni Mail Centre, Petone. 04 568 3419 |
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WESTERN INSTITUTE OF TECHNOLOGY TARANAKI
20 Bell Street, New Plymouth. Private Bag, New Plymouth. 06 758 8059 |
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WHITCLIFFE COLLEGE OF ART & DESIGN
136 Grafton Road, Auckland,. P O Box 8192, Symonds Street, Auckland. 09 309 5970/td> |
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WHITIREIA POLYTECHNIC
Wineera Drive, Porirua. Private Bag 50-910, Porirua. 04 237 3103 |
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