In regards to this assignment, the main purpose of this assignment is to communicate the ICTICT608 with business clients. In this context, the Online Services Integration Pty Ltd work under the category of the IT business Involves in to provide the client information named Art Design Technology involves in providing numerous online services. With the assistance of this document the clients learned about the service needs and provide new services to the clients. With the assistance of this document, it provides new opportunities to the clients with the introduction of new initiatives. Further, it includes the assurance about the issues and problems needs to be identified and resolved the issues within the stipulated time period. To acknowledge the new opportunities, the company present proposals that come within the cost range of the clients and clarifying the areas of uncertainty and disagreement. To maintain the focus of the clients the Online Services Pty Ltd work on the feedbacks by improving the proposals and provide effective and efficient services to the feedbacks of the client’s and assess the requirement of the changes according to the provisions.
Following are the customer service standards followed by the organization Art Design Technology:
As a company, ADT emphasises honesty, integrity, openness, constructive criticism, mutual respect, personal excellence, continual self-improvement, and much more. The company is very committed to their partners and clients and is very much fond of technology. It takes huge challenges and handle them with their best resources and manpower. The company takes responsible for the shareholders, stakeholders, employees, and anyone associated directly or indirectly with the company.
The Art Design Technology involves providing several goods and services to the clients. These include:
The timing of labor will be only during the office hours and the training and consultancy services will also be provided.
According to the case study, the SLA is signed between Online Integration Service Pty. Ltd. and ADT. The service needs of the client include:-
Preferred level service
Being an ecommerce business, ADT is very much aware of the shortcomings it is facing while operating its business. The most infamous is the inability to provide repetitive excellent customer experience to the customers. ADT emphasises on valuing the customer service. Hence, it is continuously asking Online Integration Services Pty Ltd to provide an application that could help customers to understand the company value them and not just putting emphasises on sales of the product. For that purpose, it has asked for the following things:-
Market Analysis:With the help of automated data processing of market trends and forecast, the host can serve the demands of ADT of improving the website. The SEO team of Online Integration Services Pty Ltd is competent enough to provide and prepare computer input and data entry in order to know the customer preference.
Operational Plan:With the help of excel programming executive, the host is able to develop operational plan and other solutions based on real time remote database.
Marketing & Sales Data:The host is aiming at gathering the data regarding sales and marketing. In addition to this, the data will be stored in cloud storage. This would provide a better accessibility of the data from anywhere. It will improve the analytic experience and help the host in serving the ADT in a best way possible.
Financial Data Analysis: The Company is aiming at collecting the financial data of ADT from online sales and annual retail business. For that purpose, the host company is aiming at customising the reports. This would provide ADT a better insight of its business and help in improving the business.
Cloud Hosting: This would help the company to handle humungous traffic load on website. A well-learned team of servers will put together that will be hosting the website of the ADT. It will allow many computer to handle large amount of traffic.
Purchasing Top Level Domain (TLDs): The host company is thinking of purchasing the top level domain, namely .com, or .org. This would help in converging the consumer from different location to access the website easily. The ultimate goal is to increase the customer experience.
Previous on-premises Server Costing
Cost of business per server
Number of server
Total Cost of server
Total Cost of server including margin
Additional Support SLA cost
Total number of customer
Cost per customer
It admin Cost
AWS Business support
Total No. of customer
Cost per customer per year
Cost per customer per month
Add: 30% margin
Chief Finance officer
Accounts Vice President
Senior Accounts Manager
Senior Accounts Administrator
Director of cash Management
This agreement is made between the ADT and Online Service Integration PTY Ltd and under this contract the company will provide the web hosting services on behalf of the client.
Applicable law and disputes
The law of Australia will apply in such agreement of ADT. If any disputes arise between customers and the company then they will be submitted exclusively to the competent court. At the time of differences in the interpretation, the SLA terms and conditions will prevail.
The ADT works each and every day to develop new and innovative software to easily work with. The SLA terms and conditions may also change if such changes in the conditions may benefit the quality of the services provided by ADT. The customers may also raise an objection to the changes as the suggestion for the improvement.
Current service level agreement
The current chosen service level agreement is Orange service level agreement regarding which following the information is provided:
To keep the site of the client running and updated the Online Services Integration Pty Ltd covers the several components to make the Service Level Agreement more effective and efficient. The additions in the service level agreement consist the term and guarantee of the return money in case the responsibilities of the company towards the client is not met so that the customers feel convince and take decisions to take services of the Online Services Integration Pty Ltd. To support the website availability the Online Services Integration Pty Ltd includes several components that support the website of the client.
Network- In addition, the company guaranty about the availability of the data network 99.999% excluding the time of maintenance in the mentioned month. The portion of cabling, switches, routers is mange by the Online Services Integration Pty Ltd. for extending the network from the outbound port.
Infrastructure Server Services- The Online Services Integration Pty Ltd provides a guarantee that the data centre able to functioning 99.999% prescribes that set for the month given by excluding the time required for maintenance.
The Guaranty provides by the Online Services Integration Pty Ltd includes
The guaranty provides by the Online Services Integration Pty Ltd in the context of the Network includes that the company credit the account of the client with the 5% of the fees paid monthly in case of network downtime for each and every 30 minutes and for the affected server the account of the client will be credited with 100% of the monthly fees paid by the client.
The guaranty provides by the Online Services Integration Pty Ltd in the context of the Infrastructure Server Services includes that the company credit the account of the client with the 5% of the fees paid monthly in case of network downtime for each and every 30 minutes and for the affected server the account of the client will be credited with 100% of the monthly fees paid by the client.
The service level structure of the Online Services Integration Pty Ltd related to the server availability, network availability, latency and delay in the responses for the incidents related to the emergency.
Server Availability- In case of the failure of the service level that falls below the target of the service level provided by the company to the client. In this context, the level of services includes a layer of hardware and hypervisor that delivers to the individual cloud servers that are available and responding to the tools of monitoring. For the availability of the cloud servers the service level target is 99.999%.
Network Availability- In terms of the availability of the network the failure related to the service level occurs in case the service falls below the service targets. The components of the network of the Online Services Integration Pty Ltd marking the availability and responding of the tool related to the monitoring. For the availability of the Online Services Integration Pty Ltd the service level target is 99.999%.
Latency- In term of the latency, the level of the services fails in the case when the latency exceeds the level set for the target related to the services. It includes the time taken in the same VLAN by the data packet while travelling between the cloud servers. In this, the service level target depicts ˂=1ms.
Response Delay for Emergency Incidents- In this regard, the service level failures includes the time that exceeds the service level targets. The time is elapsed when the report of the emergency incidents to the Global service centre and when the company contacts the client about the incidents related to the emergency. In this, the service level target depicts ˂=30minutes.
Calculation related to the Service Level Credits
In the case of Service Level Credit for the failures of the service levels is calculated with the formula is mentioned below:
Service Level Credit = Service Level Credit Percentage × Fees Paid.
Service level credit percentages
For the purpose of server availability as well as the network availability, the service level percentages are below:
(Rebate enhancement applies)
Service Level Failure Duration
26 sec- 30 min
30 min- 60 min
300- 540 min
(No application of rebate enhancement)
26 sec - 60 min
For Latency as well as response delay for emergency incidents:
30- 240 min
As per the above context, the there are some limitations and restrictions if the level of the service failures and its credits are not payable in case of the excusing events or suspension of the services as per the service terms.
If the failures of the single event or the series of the events become failure more than the one than the client can only request for the one credit for the service level and it upon the client that which service level credit request by the client. For example, that if the in case of failure of the availability of the network the client can request for the service level credit, it is the option with the client that the client can demand service level credit for the failure of the availability of the server, latency or in case if the response get delay in the hand of the company in case of emergency incidents than also client can demand the service level credits. Service level credit act as a remedy to meet the levels of services of the clients and it is the liability of the company to make it available to the clients in case of failures while meeting the services of the clients.
Previous on-premises Server Costing increase by 10%
New Server (Increase by 10%)
Variation to SLA
There are several variations from current SLA to the modified SLA as new terms and conditions have also been attached in the new SLA and prices are also increased due to adaptability of the changes in the service terms. The Orange SLA was previously chosen but after modifications in that, several variations have come between.
Managed Service Level Agreements
The current service level agreement selected here is Green Service Level Agreement and following are the information regarding that:
Research Mobile App Support Service agreement
Service and Software: ADT mobile application- the software will provide marketing communication, ecommerce, social networking, and integrated reporting services
Pricing: One Hundred Twenty Thousand Dollar ($ 150,000)for 1st January to 31st December, 2019
Payment Terms: Eighty Thousand Dollar ($80,000) advance and the remaining amount ($40,000) to be paid before 31st October 2019
Conditions: The conditions will highlight the Functionality of the mobile app.
Term for Service Level Agreement
Operation:the host will develop the Mobile App. The hosting will be done for all the Users for 7 days a week and 24 hours a day.
Unscheduled and Scheduled Downtime:
Expansion to Service Level Agreement
To keep the website of the customer running and refreshed the Online Services Integration Pty Ltd covers the few parts to make the Service Level Agreement progressively successful and effective. The augmentations in the administration level understanding comprise the term and certification of the arrival cash on the off chance that the obligations of the organization towards the customer isn't met with the goal that the clients feel persuade and take choices to take administrations of the Online Services Integration Pty Ltd. To help the site accessibility the Online Services Integration Pty Ltd incorporates a few parts that help the site of the customer.
System what's more, the organization surety about the accessibility of the information arrange 99.999% barring the season of upkeep in the referenced month. The bit of cabling, switches, switches is mange by the Online Services Integration Pty Ltd. for expanding the system from the outbound port.
Framework Server Services-The Online Services Integration Pty Ltd gives an assurance that the server farm ready to working 99.999% recommends that set for the month given by barring the time required for upkeep.
The Guaranty gives by the Online Services Integration Pty Ltd incorporates
The assurance gives by the Online Services Integration Pty Ltd with regards to the Network incorporates that the organization credit the record of the customer with the 5% of the charges paid month to month if there should be an occurrence of system downtime for every single 30 minutes and for the influenced server the record of the customer will be credited with 100% of the month to month expenses paid by the customer.
The surety gives by the Online Services Integration Pty Ltd with regards to the Infrastructure Server Services incorporates that the organization credit the record of the customer with the 5% of the charges paid month to month if there should arise an occurrence of system downtime for every single 30 minutes and for the influenced server the record of the customer will be credited with 100% of the month to month expenses paid by the customer.
The administration level structure of the Online Services Integration Pty Ltd identified with the server accessibility, organize accessibility, dormancy and postponement in the reactions for the occurrences identified with the crisis.
Server Availability if there should arise an occurrence of the disappointment of the service level that falls underneath the objective of the administration level given by the organization to the customer. In this specific situation, the dimension of administrations incorporates a layer of equipment and hypervisor that delivers to the individual cloud servers that are accessible and responding to the apparatuses of observing. For the accessibility of the cloud servers the administration level target is 99.999%.
System Availability regarding the availability of the system the disappointment identified with the administration level happens in the event that the administration falls underneath the administration targets. The parts of the system of the Online Services Integration Pty Ltd denoting the accessibility and reacting of the device identified with the observing. For the accessibility of the Online Services Integration Pty Ltd the administration level target is 99.999%.
Inertness In term of the idleness, the dimension of the administrations flops for the situation when the dormancy surpasses the dimension set for the objective identified with the administrations. It incorporates the time taken in the equivalent VLAN by the information bundle while going between the cloud servers. In this, the administration level target portrays ˂=1ms.
Reaction Delay for Emergency Incidents in such manner, the administration level disappointments incorporates the time that surpasses the administration level targets. The time is passed when the report of the crisis episodes to the Global administration focus and when the organization contacts the customer about the occurrences identified with the crisis. In this, the administration level target delineates ˂=30minutes.
Estimation identified with the Service Level Credits
On account of Service Level Credit for the disappointments of the administration levels is determined with the equation is referenced underneath:
Administration Level Credit = Service Level Credit Percentage × Fees Paid.
Administration level credit rates
With the end goal of server accessibility and additionally the system accessibility, the administration level rates are underneath:
(Refund upgrade applies)
According to the above setting, there are a few constraints and confinements if the dimension of the administration disappointments and its credits are not payable in the event of the pardoning occasions or suspension of the administrations according to the administration terms.
On the off chance that the disappointments of the single occasion or the arrangement of the occasions progress toward becoming disappointment beyond what the one than the customer can ask for the one credit for the administration level and it upon the customer that which benefit level credit ask for by the customer. For instance, that if the if there should be an occurrence of disappointment of the accessibility of the system the customer can ask for the administration level credit, it is the alternative with the customer that the customer can request benefit level credit for the disappointment of the accessibility of the server, idleness or on the off chance that if the reaction get delay in the hand of the organization in the event of crisis episodes than likewise customer can request the administration level credits. Administration level acknowledge go about as a solution for meet the dimensions of administrations of the customers and it is the risk of the organization to make it accessible to the customers if there should be an occurrence of disappointments while meeting the administrations of the customers.
Previous on-premises Server Costing increase by 5%
New Server (Increase by 5%)
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