This agreement, will take place once both parties are agreed upon its conditions or until further notice.

1. This Agreement represents the service level between Khwarizm Consulting and the “Customer,” for providing the “First party” IT services required supporting Oracle Systems. As well as, identifying the outlines the services covered and understood by both parties.

2. Goals And Objectives:
2.1 The Goal of this Agreement is to ensure that, all conditions and commitments included are consistent with IT Support Services, which will be delivered to the customer(s) by the service provider(s).
2.2 It’s to obtain mutual agreement over IT Services provided between the Service provider(s) and customer(s)
The objectives of this agreement are to:
●Providing a clear reference to the service of ownership accountability, roles and responsibilities.
●A clear, concise and measurable description of service provision must be submitted to the customer.
●Perceptions of expected service provided should match with actual service support and delivery.

3. Service users:
The following Service Provider(s) “first party” and customer(s)are the main parties of this agreement and represents the primary service users associated with Service Level Agreement “SLA.”
IT Service Provider(s): Khwarizm Consulting as (First Party).
IT Customer(s): {Customer} as (Second Party).

4. Periodic review:
This agreement should be reviewed once at a minimum period of the Fiscal year, however, under any condition or specified review period; this agreement will remain in effect.
The Business relationship Manager (document owner), is responsible for facilitating regular reviews of this document. Contents of this agreement may be amended as required, provided mutual agreement is obtained from the primary service users and communicated to all affected parties. The Document owner will incorporate all subsequent revisions and obtain mutual agreements/ approvals as required.

-Business Relationship manager: Khwarizm Consulting.
-Review Period: Bi-year (6 months).
-Previous review Date: 1-Jun-2016.
-Next Review Date: 1-Jan-2017.

5. Responsibilities of service tasks:
“First Party ” or ” the service provider,” is responsible for the ongoing support of this Agreement and the following detailed service tasks.

5.1 Manned telephone support.
5.2 Monitored email support.
5.3 Remote assistance, using Remote Desktop and a Virtual Private Network where available.
5.4 Planned or Emergency Onsite assistance (Extra costs apply).
5.5 Out of Hours Support.
5.6 Monthly system health check.
5.7 Oracle Support follow up Back-to-Back.

6. Customer Requirements:

This agreement supports requirements of customer rights and/or responsibilities.
6.1 Interval or cash payments for all support costs will identified by both parties of this agreement.
6.2 In some resolving a service cases customer representative(s) or permission related to incident or request is a must.
6.3 Accordingly, service provider will submit (the spent time with associated service related to the job and Delivery time as well).
6.4 Appropriate notification, to Customer for all scheduled maintenance.

7. Service Assumptions:
Assumptions related to the in-scope offered services and/or components include:
7.1 All parties, of this agreement should be aware or officially noted (through one object mentioned above article. 5) by any service changes will sum up.
7.2 “First Party” is responsible for providing the relevant service details, such as, service availability and how to monitor his mission around the scope of related components service.

8. Service requests:
All customers’ requests will be answered at once if it is received during the frame of working hours:
8.1 0-8 hours (during working hours) for issues rated as high priority.
8.2 On sever cases that may require Oracle Support interference and Khwarizm, both parties will work out mutually.
8.3 Issues rated as “Medium Priority” will be handled within 24 hours.
8.4 Issues rated as “low Priority” will be handled within 48 hours.
8.5 All phone calls or E-mails received from customer(s) after working hours will be handled in the next working day. Except if not on Premium Level
8.6 Services don’t mean providing any fixes or patches -for Oracle Products- by khwarizm Consulting. It must be obtained by customer via an active Oracle Support agreement.
*Our Remote Assistant, will be available during the working hours mentioned above, depending on the priority of the support request.

 

9. Service Onsite:
– Regulations of response are mentioned in “article 8.”
– Onsite Service cost $750 per day for maximum 8 hours per day. Any extra hours will be counted at coast of $100/per hour.
– Onsite Expenses, such as Travel Ticket and Transportation, Visa, Accommodation will be paid by (customer).
– Hotels and Accommodation will be notified by First Party for Example, hotel standard (Marriot, IHG and Hilton) or similar Standard.

Termination:
This agreement is not refundable non cancelable, still if customer like to terminate it then all pending fees and cost are immediately paid to Khwarizm Consulting

Force Majeure
Khwarizm Consulting party is not liable for failure to perform the party’s obligations if such failure is as a result of Acts of God (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (regardless of whether war is declared), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labor dispute, strike, lockout or interruption or failure of electricity or telephone service.
If a party asserts Force Majeure as an excuse for failure to perform the party’s obligation, then the nonperforming party must prove that the party took reasonable steps to minimize delay or damages caused by foreseeable events, that the party substantially fulfilled all non-excused obligations, and that the other party was timely notified of the likelihood or actual occurrence of an event described in Clause 10 (Force Majeure)