SSG  SERVICE LEVEL

Line of Business Wise Sample Service Level Agreement

Line of Business

01. Business Process Consulting

Details

01.A.

Recipient

End-User

01.B.

Process/Service Id

SSG/Proc/Bpr/01/10

01.C.

Service Delivery description

To Analyze and Propose the customer on how to reduce risk and improve profits. To Develop Business plan, Corrective Action Report, Marketing Plan.

01.D.

Time to Perform

One month for up to 300 people company, one site. Two months for up to 4000 people company, one site. Three months for up to 10,000 people company or multiple sites.

01.E.

Price

US$2000.00 per person-week, plus all expenses at actual.

01.F.

Risk Coverage

Through Individual Insurance & Project Insurance Coverage.

01.G.

Process Owner

CEO.

01.H.

Reviews

Quarterly Business Plan Review process.

01.I.

Revisions

Through Review of Change Management Requests and standardization of performance measurement metrics by Project Management and Quality Management Team.

01.J.

Approvals

Business review meetings =>CEO.

01.K.

Inclusion

Developments of RFP at separate cost.

01.L.

Exclusion

Implementing Changes within the Consulting time.

01.M.

Measurement


Through Quarterly P&L statement of Customer. Through Weekly progress reports.

01.N.

Reporting

Through weekly report.

01.O.

Recipient of the reports

Customer, Project File.

01.P.

Non-Performance

Measured by Audited report before and after a quarter of the consulting assignment.

01.Q.

Penalty

125% refund on the order value if there is no improvement in business performance of the Customer after a quarter of the consulting.

Line of Business

02. Offshore Software Development in order to develop - 02.1 Business Applications 02.2 Web based application 02.3 Maintenance of Web Application 02.4 Maintenance of Business Application 02.5 Specific Products

Details

02.A.

Recipient

OutSourcing Customer.

02.B.

Process/Service Id

SSG/Proc/OSD/02/10

02.C.

Service Delivery description

To Develop Data maintenance form using Oracle Developer 2000. (Other Examples - Developing a 'Complex' JCL or CICS program for mainframe environment or a 'Complex' secured transaction WEB Application.)

02.D.

Time to Perform

Two Hours for “Simple” form Four Hours for “Medium Complex” Form One Day for “Complex” form.

02.E.

Price

US$10.00 per person-hour on the average, irrespective of skill set or experience.

02.F.

Process Owner

Service Delivery Manager

02.G.

Reviews

Unit testing, Quality walkthrough, Review.

02.H.

Revisions

Through Review of Change Management Requests and standardization of performance measurement metrics by Project and Quality Management Team.

02.I.

Approvals

QA review meetings =>QA Metrics team =>Line Managers.

02.J.

Risk Coverage

By Individual Insurance Coverage and Project Insurance.

02.K.

Inclusion

Documentation of logic

02.L.

Exclusion

Changes requested within the development cycle.

02.M.

Measurement

Through QA reports Through Weekly progress reports.

02.N.

Reporting

Through weekly reports Con-Calls, Project Web site, Project Group meetings.

02.O.

Recipient of the reports

Immediate Manager, Customer, Project File.

02.P.

Non-Performance

Measured by delay in delivery.

02.Q.

Penalty

125% refund on the order value if there is a delay because of non-performance.

Line of Business

03. Continuous Improvement in Knowledge

Details

03.A.

Recipient

Employee as Service Provider to ssglogic.

03.B.

Process/Service Id

SSG/Proc/CIK/03/10

03.C.

Service Delivery description

Continuous Improvement of skill for better service to customer through delivery of a minimum one-hour training class on new skills learned with a sole purpose of improving overall skills in delivering the services to the end customer.

03.D.

Time to Perform

One Hour per month.

03.E.

Price

Monthly Financial Incentive payable to Employee.

03.F.

Process Owner

Quality Manager

03.G.

Reviews

Through Immediate Feedback and application.

03.H.

Revisions

Through Review of Change Management Requests.

03.I.

Approvals

QA review meetings =>HR for Job Description =>Line Managers.

03.J.

Inclusion

Improvement in presentation Skills.

03.K.

Exclusion

Demonstration is optional. On going project related classes and discussions are not part of this Process.

03.L.

Measurement

Through feedback and performance improvements of others Outage Report from Quality Department.

03.M.

Risk Coverage

TBy Individual Insurance coverage.

03.N.

Effect on Time Schedule of normal Service Delivery

Maximum two days off in a month from normal schedule for the preparation of the presentation and Maximum 8 hours off in a month from normal schedule in order to attend such classes of others (minimum two classes per month must be attended).

03.O.

Reporting

Initial Scheduling or changes in Schedule report through Bulletin Board. Scheduling report through the planning section of Monthly reports. Execution report through weekly progress report.

03.P.

Recipient of the reports

Immediate Manager, QA Manager, Resource Manager.

03.Q.

Non-Performance

Being in station and still not performing this or poor feedback or poor performance-change in others.

03.R.

Penalty

Proportionate deduction in incentive through Monthly Process performance report of Quality Manager to HR.

SSG invites Customers and Software Development Companies or Individuals to work jointly with SSG on profit sharing basis for any software development work.

Please feel free to consult us on:

E-Mail: sabya@ssglogic.com

Tel: 91-80-23330913 / Mobile +91-98451-36145

Fax: +91- 80 -22917489