Service Level Agreement
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Prepared by:
Kabeer Consulting Inc.
Head Office-26 Wills Way, Piscataway, NJ 08854 USA
India Office -Ansal Plaza, Vaishali Ghaziabad NCR
Nigeria Office – Plot 11 Block 29 MayakiUsman Street, offchief AnozieStreetLekki Phase1 Lagos Nigeria
[email protected]
Confidentiality Statement
The content of this document shall remain the confidential property of Kabeer Consulting Inc. and may not be communicated to any other party without prior written approval from Kabeer Consulting Inc. This document must not be reproduced in whole or in part. It must not be used other than for evaluation purposes only.Nigeria Customers (Referred as Client in the document) except with the prior written consent of Kabeer Consulting Inc. and only on condition that Kabeer Consulting Inc.agree and not violating any other copyright policies. Any information of this contents or proposal shall not be given or communicated in any manner whatsoever to any third party without the prior written consent of Kabeer Consulting Inc.
The furnishing of this document is subject to contract and shall not be construed as an offer or as constituting a binding agreement on the part of Kabeer Consulting Inc.to 1enter into any relationship. Kabeer Consulting Inc. provides thisdocumentasguidanceonlytoestimatecostsandtimelinesofthepredicteddeliveryproject.Thiswill be subject to confirmation prior to any contractual or delivery commitment by Kabeer Consulting Inc.Kabeer Consulting Inc. Warrantsthattothebestofitsknowledge,thosewhopreparedthisproposalhavetaken all reasonable care in preparing it and believe its contents to be true as of the date of this document.
Introduction to Kabeer Consulting Inc.
Kabeer Consulting Inc. Part of Kabeer Consulting Group having an experience of Enterprise Application deployment experience can support all aspects of design and implementation from Business Analysis, Configuration, Integration, and Testing& Server Administration on SAP Business One Applications.
- Largest SAP consulting practice over 300 SAP consultants worldwide
- Pre – Implementation Consulting
- Implementation Services
- Post – Implementation Services: Post Production Support – Kabeer Consulting Inc. offers postproduction support services to help customer support and maintain SAP Business One applications in following areas.
- Application & Database Administration
- User Administration
- Application Integration
- Application Upgrade
- Application Interfaces
- Supporting users with technical problems
- Supporting users with usability issues
- Remote client administration
- Data Conversions
- Application Extensions
- Report Development
- Application Audit
- Problem Solving (Functional & Technical)
Modules:
|
Status |
|
|
Administration |
Currently being Used |
|
Finance |
Currently being Used |
|
CRM & Opportunity |
Currently being Used |
|
Sales Opportunity |
Currently being Used |
|
Purchase |
Currently being Used |
|
Banking |
Currently being Used |
|
Business Partner |
Currently being Used |
|
Inventory |
Currently being Used |
|
Production |
Currently being Used |
|
MRP |
Currently being Used |
|
Standard SAP B1 Reports |
Currently being Used |
|
Container Management Add On |
Currently being Used |
Post Implementation – Terms and Conditions
KABEER recognize that Nigeria Customersis not simply seeking for guaranteed continuous support for Nigeria Customersand its subsidiaries. Rather,Nigeria Customerswishes to secure access to resources and skills to supplement its own and to utilize these resources in a cost-effective way to meet a workload, which will vary over time.
Theobjectivefour supportplanes two-fold:
- ToassistNigeria Customersin solvingproblems encountered withusingtheSAP B1
- TohelpdevelopthecapabilitiesofNigeria CustomersInformationTechnology(IT)stafftoprovidesuppo
- To Nigeria Customersend-users in thelongterm, bymeansof knowledgetransferfromKABEER
- ToNigeria Customersst Theendresultsofour focus areto ensureNigeria Customersachieved thefollowingbenefits.
- Reduceinoverallcostofendusersupport(costofman– hourinvolveandcostofnon- productive periodduetodown time)
- Costvisibilityandmanageability (purposeof budgeting, P&Landbusinessprofit)
- Improvementandenhancementofend-usersupport qualityandlevels(enduser satisfaction)
Overall Support Implementation Plan
Ongoing Support Service Plan
We propose the following service level agreement with regards to Support Service during Warranty period in Nigeria Customers.
|
Level |
Level |
Turnaround time |
|
Critical |
System down |
4 hours |
|
Very high |
Process halted and no workaround available |
1 day |
|
Medium |
Process halted but workaround available |
1 week |
|
Low |
Not critical to process |
2 weeks |
Assumptions:
After the Post Implementation Support, all issues raised regarding the application will be managed by KABEER’s internal established Servicing Helpdesk and resolved based on agreed Service Level Agreement (SLA)
For Warranty period, only applies to support or performance related matters i.e. bug fixes or design issues will be covered in this warranty support. Any Change Requests or functionality issues of application raised during that period will have to be discussed and approved through the Change Request (CR) Control Committee
Support Services– Annual Maintenance Support
This agreement is entered into on 01-06-2025 for one year between Nigeria Customerswith their Office at:New York, USA and Kabeer Consulting Inc.for Annual Maintenance Support of the software SAP Business One (hereinafter called the “solution”).
It is hereby agreed that Kabeer (also called “service provider”) shall provide service support under maintenance contract for the solution already implemented forNigeria Customers .(also called “customer”) for their operations. This being pursuant to the proposal submitted by KABEER to customer for implementing the solution.
The implementer and customer can also be referred to as “parties”.
It is hereby agreed by and between both parties that scope of work covered under this contract shall be as per “Roles & Responsibilities” mentioned as under, and that this agreement shall come into effect from Nov 1st, 2025
RolesandResponsibilities:
Touch Points:
- Web-hotline/ E-mail for web-based support
- Direct phone lines & cellphone-based support
- WebEx based online support
- Support over Instant messengers
- Dial up login to the customer’s server
The support desk shall provide support to customer on solution as implemented by the implementation team and as documented in the Business Blueprint, Change Request Form and the Issue Log. The scope of work will include the following:
- Support is for the system implemented (SAP B1) at Nigeria Customers
- All customizations done by Kabeer for the customer.
The scope of work will include Level 1 and Level 2 support. Level 3 and Level 4 support are outside the scope and if required, can be taken up at additional effort and additional cost.
Levels of support are defined as following:
Level 1: Queries relating to day to day working on production system which includes administration issues which might result in stoppage of transactions. These can be queries related to the training issues, set up issues or any other functional issue which does not require more than half man day effort.
Level 2:Queries relating to implementation of changes in the general setting, GL code determination, Administration or any other configuration change which requires not more than one day effort; after discussion with Company People regarding Policy / Implications.
Level 3: Queries relating to report development, format development or any other activity which involves certain site visits.
Level 4: Customizations
In scope of AMS SAP patch upgrade, including
- Handshaking for query logging and resolution management process
- Production Support – user query resolution & troubleshooting for Level 1 and Level 2 queries
- Ensuring SAP application uptime from offshore using touch points
- Appropriate planning & queuing for Level 2, 3 & 4 queries
- Reporting on product bugs to SAP & following up for solutions
- Information sharing about latest patches, enhancement packs
- Invitation for in house training programs. Specific training requests are not covered under AMS
- Any bugs/errors in the customizations done for the customer
- Kabeer will provideown developed Validations during one year of the support
- Kabeer will provide 5Alerts during one year of the support
- Kabeer will provide 5SAP B1 Standard Approvals during the one year of Support
- Kabeer will provide 5 SAP B1 reportsfrom Kabeer Repository during the one year of Support
- Kabeer will develop the transaction update and surveillance Add-on under AMS.
- The service provider shall be responsible for the following: –
– fix any errors in the implemented solution.
– incorporating hot fixes/patches (as required) that are released from time to time.
The service provider shall provide offsite support on normal working days from Monday to Friday. Should the problem not get resolved via telephone or e-mail and should the situation warrant for the consultant of the service provider to come to office, such a service shall also be provided by the service provider.
- However, the associated cost of local/outstation travel, boarding, lodging incurred by the service provider shall have to be borne by the customer.
- The service provider shall response to the calls raised by the customer within the stipulated response time. This shall be the primary type of support. Should any of the support issues not get resolved by the partner, the same shall be escalated by the service provider to support team of India operations of SAP India as secondary type of support. The third type of support shall be provided by the Product Support team at SAP Labs, China and Product Development team.
- Should more locations be rolled out by the customer as part of expansion plan or should there be a requirement of new functionalities to be incorporated, or for any new customizations to be implemented, the implementation for the same can be provided by the service provider at the USD XXX per man day ratein case of onsite visit Travelling, food and lodging will be extra as per the actual Amount. The effort estimate (man-days) required to do the same shall be given by the service provider beforehand to enable the customer budget for the same.
RESPONSE TIME
|
Priority level |
Nature of problem |
Normal Response time |
Estimated Resolution Time |
|
1 – High |
Critical business operations cannot be performed. This could be due to system crash, transaction posting failure, failure of printing of critical operational reports like invoice printing etc.
This problem requires immediate action as failure to resolve it could lead to a considerable loss of business. |
2hrs.
|
ASAP/ Same day |
|
2 – Medium |
Critical business operations are not disrupted. This could be due to the malfunctioning of a particular transaction or program |
24hrs.
|
Within 4 working days |
|
3 – Low |
Normal business is not disrupted. This could be due to the malfunctioning of a particular monthly transaction or report.
Queries relating to new enhancements, new reports, additional functionalities would be clubbed in this category. |
48hrs
|
Within 7 Working Days |
Out of scope of AMS
- Any implementation services related to new modules, enhancements in enhancement packs or any add -on.
- Level 3 & level 4 supports
- Any migration to new product versions.
- Third party software, add on, customizations etc.
- Network or hardware related issues.
- User specific training requirements.
- Any issue which requires customization.
- The scope of services provided under this contract shall be restricted to the implemented solution and shall by no means include any data entry work, maintenance of other software, hardware or network at the customer’s premises.
- It is recommended that the customer does not make any attempt to make changes (by himself or through a third party) to the functionalities of the implemented solution, in which case the service provider shall not be responsible for occurrence of any errors and shall not be liable to rectify the same.
- The service provider shall not be responsible for any errors that might occur due to problems with the database server or data corruption due to any viruses. Hence, it is recommended that the customer take backups of data on a regular basis
Contact Details:
|
Kabeer Team |
Designation |
Contact No |
Email ID |
|
Ratnesh Kumar |
Support Consultant |
+91- 88606877749 |
|
|
Shubha Sharma |
Support Consultant |
+91 – 9873803131 |
|
|
AkashPrajapati |
Support Consultant |
+91 – 8076913157 |
|
|
Abhash Kumar |
Support Consultant |
+91-7004401776 |
|
|
AbhishekMirdha |
Support Manager |
+91-9536338614 |
|
|
Mamta |
Support Consultant |
+91-8859233721 |
|
|
Jyoti Singh |
Support Consultant |
+91-6396122621 |
|
|
Support Portal |
|
|
Terms and Conditions
Validity: The contract shall be valid for a period of one year (1st June2025 to 31thMay 2026) from the date of signing by both parties and the same can be renewed at the end of the support period at the fee agreed upon between both parties prior to each renewal.
Termination: Either party shall have the right to terminate this contract by giving the other one-month prior notice in written.
Fee: The fee applicable for this contract shall be invoiced Annuallyat USD XXX (per month) KABEER shall present an invoice to customer for the said amount a week prior to the contract coming into effect of this Service AMS. The customer shall make payment in advance for the same to enable KABEER to mobilize its resources.10% of increment on Annual basis on the cost of support proposal as mutually discussed & Agreed. All taxes extra as applicable at the time of invoicing.
Likewise, should an additional effort over and above that agreed under this contract be required of KABEER and should the fee for the same not come within fee applicable for this contract, KABEER shall give an estimate to customer for the same and such a fee shall have to be mutually agreed upon. Customer and KABEER hereby agree to the terms and conditions and Roles and Responsibilities mentioned in this Service – Annual Maintenance Contract and shall abide by the same.
Settlement of Disputes
All disputes and differences of any kind, whatsoever, between the Kabeer and Nigeria Customers arising out of or in relation to the construction, meaning, operation or effect of the Contract, shall be settled amicably by the Steering Committee. If after seven days from the commencement of such informal negotiations, Kabeer Consulting Inc. and Nigeria Customersare unable to resolve amicably a contract dispute; either party may require that the dispute be referred for resolution by formal arbitration. All questions, disputes or differences arising under and out of, or in connection with the contract, shall be referred to two Arbitrators: one Arbitrator to be nominated by Kabeer Consulting Inc. and the other to be nominated by Nigeria Customers.
Nigeria Customers Kabeer Consulting Inc.
______________________ _________________________
(Authorized Signatory) (Authorized Signatory)
