Enclosure 1
Customer Copy
______
Code Maintenance Agreement (CMA)
Between
Adamas Corporate Solutions Pty Ltd
And
<Site Name>
Issue 2
Release Management
This agreement is between the site and Adamas Corporate Solutions Pty Ltd and covers the provision of entitlements under the Code Maintenance Agreement (CMA) to an identified Adamas Corporate Solutions Site.
This agreement will remain valid for a period of twelve months (12) and will be reviewed twelve months from the date of issue to the site. All amendments to service levels documented in the Adamas Corporate Solutions Pty Ltd Service Guide will be reflected on this service level agreement.
All issues directly relating to the Code Maintenance Agreement agreement and the services provided under this agreement should be forwarded in writing for the attention of Customer Service either by:
Mail: Adamas Corporate Solutions, P.O. Box 42, Maylands WA 6931
Email:
Please note: That all service targets will only pertain to those sites who have signed and returned this document.
Signatories:
Customer Services Office Manager
Name: Julie Heady Name:
<Site Name>
Date: Date:
Contents
1. Standard Processes and Service Levels 4
1.1 Annual Costs______4
1.2 Services Provided______4
2. Support ______4
2.1 Purpose of the Help Desk______4
2.2 Contacting the Help Desk 4
2.3 Information required by the Help Desk 5
2.4 Help Desk hours of operation 5
3 Business Impacts - Functionality 5
4 Target Response Times for Incidents 6
4.1 Incidents responded to by the Help Desk 6
4.2 Incidents transferred to External Contractors, eg: Channel Partners______6-7
4.3 Transport/Delivery of Customer Data ______7
4.4 Monthly incident response targets 7
5 Privacy Statement ______8
6 Customer Complaints______
Annex A: Listing of IT Consultants
Annex B: Software Enhancement Request Form
Annex C: Issue Notification Form
1. Standard Processes and Service Levels
1.1 Annual Costs
ADAMAS have implemented the Code Maintenance Agreement (CMA) for the provision of services. The cost for subsequent CMA renewal costs are based on number of TRACCS
Software users.
1.2 Services Provided
ADAMAS has processes in place to support and maintain these services to ensure that they continue to meet agreed service levels.
In order for Adamas Corporate Solutions Pty Ltd to provide an efficient and effective service it is highly recommended that the site appoint an experienced staff member to liaise directly with Adamas Corporate Solutions Pty Ltd.
This agreement does not cover any charges for on site attendance to problems/training. Any of these charges are between the site and either Adamas or recommended IT consultants.
2. Support
2.1 Purpose of the Help Desk
The Help Desk is the standard first point of contact for site staff to Adamas Corporate Solutions Pty Ltd. It should be used to:
· report any faults encountered with software so that ADAMAS can investigate them;
· ask for assistance in using software;
· make change requests to existing service level agreements;
· make comments or suggestions about improving software;
· request software updates.
Please Note - the help desk is not a technical support service for hardware or network issues. If you require support for a technical consultant who needs assistance with application transfer or installation - please contact the help desk with at least 1 weeks notice and arrange a dedicated support call with one of the help desk consultants. Alternatively contact the help desk for contact details for an authorised technical agent
2.2 Contacting the Help Desk
The Help Desk can be contacted by Email at
Please Note - the help desk is an electronic help desk. All no charge support supplied by the Help Desk is for electronic support via email (and where necessary, remote login and phone followup). Support initiated by phone is not covered by the CMA. Phone support appointments are available by advance request only, unless being part of an existing support request that has been escalated by Adamas. Typically a phone appointment where desired, should be booked 24-36 hours in advance. Arranged phone support is charged at the standard Adamas hourly rate.
2.3 Information required by the Help Desk
To assist the Help Desk in resolving a fault or answering a query, the customer should supply the following information:
· Agency name
· customer number (Txxxxx),
· details of the fault, query, request, etc;
· Screen dump in Word Document form– showing the nature of the query/fault
· an assessment of the business impact of any fault (see section 3 on business impacts for further details).
The Help Desk will log each fault, query or other service request as an incident on the help desk system so that it can be tracked through to resolution.
2.4 Help Desk hours of Operation
The standard hours of operation for the Help Desk are 09:00 – 19:00 (EST) Monday – Friday inclusive, excluding National Public holidays. On state holidays, the Help Desk will have one team member working to provide support for interstate sites.
3. Business Impacts - Functionality
To ensure that ADAMAS uses its resources most effectively in maintaining high quality services, every fault reported must have a business impact code allocated to it. Discussions between customer representatives and ADAMAS have resulted in the definition of five impact codes as follows:
Level 1 - Emergency An incident that requires immediate attention because it involves the loss of client infrastructure functionality and will severely affect the site’s ability to meet targets OR has a significant impact on the sites external customers. This impact code requires the agreement of the Adamas Corporate Solutions Pty Ltd Help Desk Supervisor
Level 2 – High Significant loss of functionality of client infrastructure functionality that seriously affects the site’s staff ability to perform their normal work OR has a high visibility to the sites external customers.
Level 3 – Medium A minor loss client infrastructure functionality.
Level 4 – Low Minor loss of client infrastructure functionality with no significant affect on the sites’ ability to meet targets OR general questions relating to the use of functionality within the product.
Level 5 - Suspend Minor fault that has no current impact and can be fixed in a future scheduled maintenance operation.
4. Target Response Times for Incidents
In the instances where sites require on site assistance, customers can contact Adamas for a list of accredited technical consultants. (See Annex A) in each state who can provide on site assistance at a reasonable cost if required.
4.1 Incident Response Times by ADAMAS
These targets cover product related faults and queries received by the Help Desk and do not apply to change requests, suggestions for improvement, etc unless these concern a current problem that has an adverse impact on the ability of site staff to use services.
Impact Code Target Response Time
Level 1 within 2 working hours
Level 2 within 4 working hours
Level 3 within 8 working hours
Level 4 within 2 working days
Level 5 - date for next scheduled software release containing the correction
- time waiting on a site’s database to be received for the purpose of further analysis to assist in resolving the site’s problem/s.
Note:
Beta and Reference sites will be given priority over other sites on the same Impact Code.
Response Time constitutes the time taken to commence investigation into the cause of the problem. As the ultimate resolution time is dependent upon the cause of the problem, this cannot be known in advance. However – customers will be kept informed as to the progress and nature of the problem as it becomes clear what the source problem or cause may be.
Please note:
That, in the case of a level 1 incident specified, Adamas requires the presence of a customer representative at all times to assist in obtaining any further diagnostic evidence that may be needed and to confirm that the resolution is satisfactory once this is available.
Adamas strongly stresses the importance for sites to provide Adamas with remote access to their site’s data by utilising remote access software or via vpn, remote desktop or other valid forms of remote connection. This option saves precious time for both the site and the Support Department when analysing problems.
4.2 Incidents transferred to External IT Consultants
Whilst ADAMAS will make every effort to ensure that external IT Consultants promptly resolve incidents that are transferred to them, we have been unable to obtain a contractual commitment from them to fix incidents within a defined target time. If the site is unsatisfied with the resolution provided by the respective external IT consultant they are to contact the Help Desk to advise them of this. At which point the call will be reopened and steps taken by Adamas Corporate Solutions Pty Ltd to investigate.
This agreement does not cover any charges for on site attendance. Any charges for such attendance are between the site and the IT consultant.
4.3 Transport/Delivery of Customer Data
Not all problems can be resolved via email, telephone or remote access, especially when a site may have data integrity issues ie. Corruption.
At those times it may be necessary for the Support Department to have direct access to a customers database. This can include dialling direct into the site’s database via remote access software (PCA), from the Support Department’s dedicated database server or by requesting the site to forward a copy of their database.
As this data contains private information, it is treated in accordance with the 1988 Privacy Act. Specifically, Section 10 (outlines the requirements for an agency in possession, or control of, a record of personal information).
The size of customer databases will often determine the type of delivery required. The following provide the special handling requirements when delivering data to and from its place of origin:
Dialup/Remote access - Because this method is utilised via dedicated phone line there is no special handling requirements. The same applies when the Support Department are required to download databases via this method.
FTP Site - The customer database must be winzipped and password protected using their unique customer number e.g. Txxxxxx etc.
Email - Same as FTP.
CD/Zip Drive/Floppy's etc - Same as FTP.
All databases when received are to be restored to a designated drive and the original delivery media returned back to the site. Databases are not to be stored anywhere else but to the designated drive.
To ensure that sites data is restricted at all times to the appropriate Adamas staff a designated with limited access as determined by the Help Desk Supervisor. Redundant databases will be deleted once the site’s problem has been resolved.
5. Privacy Statement
All data collected is treated in accordance with the 1988 Privacy Act (as amended 1990, 2004, 2012). Specifically, Section 10 (outlines the requirements for an agency in possession, or control of, a record of personal information).
Adamas Corporate Solutions Pty Ltd ensures that customer data is protected, by such security safeguards as are reasonable in the circumstances. This covers unauthorised access, use, modification or disclosure, and other misuse.
The policy of Adamas Corporate Solutions Pty Ltd is that such data is, and remains, the sole property of the organization that accumulates such data and to the customers of the organization to whom the data refers. This data is provided to us, solely for the purpose of assisting the organisation. Once a satisfactory outcome is achieved and a predefined period has lapsed the data is subsequently destroyed.
At no time does this data enter into the possession of any person or entity that is not an employee nor contractor of Adamas Corporate Solutions Pty Ltd or associated companies.
References:
A. Commonwealth of Australia Privacy Act 1988 as amended 1990, 2004, 2012– http://www.comlaw.gov.au/Details/C2012A00197
B. Guidelines on Privacy in the Private Health Sector (extracted from the Privacy Act 1988) dated 4th May 2012 –
http://www.oaic.gov.au/privacy-portal/resources_privacy/Privacy_law_reform.html
This information is current as of 4th May 2012.
6. Customer Complaints
The services provided by ADAMAS are designed to satisfy your business requirements. If you are not satisfied with the service that is provided, please let us know so that we can promptly investigate and resolve the matter. You can do this in two ways:
1. To report specific faults, ask questions or register service requests, contact the Help Desk as described in section 2.2
2. To report more general problems, please provide in writing to the:
§ Customer Services Manager at either or via our website www.adamas.net.au .
Annex A – Listing of Accredited IT Consultants
Systenet Managed Services
Telephone / 07 38020645Mobile / 0412433294
FAX / 07 32971730
Postal address / PO Box 3499 Loganholme 4129
Electronic mail / General Information:
Webmaster:
Annex B: Software Enhancement Request Form
SOFTWARE ENHANCEMENT REPORT FORM
CUSTOMER SITE / DATECONTACT NAME /
PHONE
ASSIGNED TO HDESK ANALYST /DATE
SOFTWARE DETAILS
ADAMAS SOFTWARE PRODUCT NAME ______VERSION ______BUILD ______ENHANCEMENT DETAIL
INCLUSION DETAILS
Annex C: Issue Notification Form
SOFTWARE ISSUE REPORT FORM
CUSTOMER SITECONTACT NAME
ASSIGNED TO HDESK ANALYST
SOFTWARE DETAILS
ADAMAS SOFTWARE PRODUCT NAME ______VERSION ______BUILD ______MENU OPTION/FUNCTION/SCREEN SELECTED AT TIME OF ERROR
______
SYSTEM ERROR MESSAGE (IF ANY) ______
______
PROBLEM DETAIL
RESOLUTIONHARDWARE DETAIL
CLIENT MACHINE/S (PLEASE CIRCLE)DOS W3.11 WIN95 WIN98 NT/WS OTHER ______VERSION/BUILD/SERVICE PACK ______
PROCESSOR ______RAM ______SPARE HD SPACE ______
SERVER MACHINE/S (PLEASE CIRCLE)
NT351 NT4 NOVELL WIN95/98 TERMINAL SERVER CITRIX OTHER ______
PROCESSOR ______RAM ______SPARE HD SPACE ______
VERSION/SERVICE PACK ______
SUPPORTING DOCUMENTS, IF ANY (PLEASE CIRCLE)
ADAMAS REPORT ______MEMORY/DUMP/DEBUG REPORT ______
COPY STATEMENT COPY BILL ADAMAS AUDIT TRAIL ______
Date Closed /
SWO
Adamas Corporate Solutions Page 1 of 11
<Customer Number>