1. Agreement Overview
This Agreement provides a framework for the ongoing relationship between the Client, FTSM, the National University of Malaysia staff and students, and the Supplier, Facilities Management Technical and IT Services Unit. It has evolved from an examination of service needs of the Client, by Facilities Management and IT Division, and describes the levels of service to be provided to meet those needs.
It is based on recognition of the mutual responsibility of both parties to contribute to the broad strategies and improved performance objectives of the National University of Malaysia.
The Client, the National University of Malaysia staff and students, are responsible for providing sufficient information on requirements or defects, and where non maintenance issues proof of authorisation to expend University funds.
The Supplier is responsible for maintaining a healthy and fit for purpose campus, meeting all legal requirements placed on them and assisting in design and work, transferring briefs into action plans that may be efficiently and effectively costed and produced in the minimum time at the least possible cost.
The Supplier is also responsible for responding continuingly to matters pertaining to infrastructure and energy conservation of University property and informing staff and students as to new product and service developments.
It is not intended that this agreement should have legal consequence, rather that it should serve the mutual benefit of both parties by providing a clear understanding of agreed operating arrangements and performance criteria. It is expected that it will evolve over time.
2. Goals and Objectives
The goals and objectives of the Service Level Agreement is to articulate and understand agreed Service Levels and how they will be monitored evaluated, measured and managed. The Service Level Agreement forms the “agreement” between the National University of Malaysia staff and students and Facilities Management Technical and IT Services Unit, and the measuring of the level of service delivered will be based on the standards and measures outlined in this document.
3. Stakeholders
The following Supplier or Provider and Clients will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
1. Supplier/Provider is Facilities Management Technical and IT Services Unit.
2. The Client, FTSM, the National University of Malaysia staff and students.
4. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. 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 (“Document Owner”) 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.
Facilities Management Technical and IT Services Unit Manager: Rahmad Kurniawan
Review Period: Bi-Yearly (6 months)
Previous Review Date: 04-05-2013
Next Review Date: 04-9-2014
5. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
5.1. Service Scope
The following Services are covered by this Agreement;
| No. | Service Name | Description | Specifications |
| 1. | Technical Services |
- To provide a cost effective operations & maintenance management system by Facilities Technical Services and delivery service that matches or exceeds client & University’s needs and expectations for compliance, quality, timeliness and if applicable, price.
- To provide a cost recovery service for energy and chargable maintenance works where applicable.
- To research emerging technologies and business processes and adopt, where appropriate, into departmental business purposes and initiatives..
- To liaise with external suppliers/contractors/consultants to assess external capabilities and competencies and their value to FTSM, the Natioanl University of Malaysia, and engage as required.
|
- Building services operations, statutory maintenance & thermal comfort (heating, ventilating & air conditioning)
- Refrigeration operations & maintenance
- Electrical reticulation testing, safety & compliance
- Electrical portable appliance testing administration
- Energy conservation & reporting
- Gas supply reticulation & procurement
- Electrical supply, reticulation & procurement
- Lighting Installation & maintenance
- Power Installation and maintenance
- Fire detection & protection systems
- Lift services
- Standby energy systems
- Project management
- Consultant report briefing
- Training FTSM, the Natioanl University of Malaysia, students and staff in the effective utilisation of the above services
|
| 2. | IT Services |
- Provides IT services and support (installation, problem-solving, repair, and upgrade) to FTSM, the Natioanl University of Malaysia, and engage as required.
|
- IT Service Desk
- Supported Users and Limits
- Supported Hardware and Software and Limits
- Recommended Hardware
- Backups and Data Loss
- Requests, problems, and questions about:
- Installation of computers on the FTSM network
- IT consultation
- Network
- Passwords
- Software and hardware
- ·Telecommunications
|
5.2. Client 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 when resolving a service related incident or request.
5.3. 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.
- Training FTSM, the Natioanl University of Malaysia, students and staff in the effective utilisation of the services.
6. Service Management
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.
6.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Telephone support (+60163906473) : 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 (rahmad_kurniawan@yahoo.co..id) : 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.
6.2. Service Requests
In support of services outlined in this Agreement, 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.
7. Agreement Approval
This section is the last section of the Agreement and it includes the signatories and date for each signatory.
__________________________ _____________________
Agency deputy Date
__________________________ _____________________
Partner deputy Date
Rahmad Kurniawan
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