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Introduction

This Statement of Work (“SOW”) defines the End User Care (“EUC”) Support Services to be performed by Outsource Subcontractor for the Client Company. The services and tasks as described in the SOW will be performed in either Client Company and/or Outsource Subcontractor.

Scope of work

A.    Helpdesk

SUBCONTRACTOR will provide Helpdesk service acting as an initial single-point-of-contact, via a telephone number, for end users who require assistance in the resolution of desktop/notebook, server and LAN infrastructure related problems and track them until resolution.

SUBCONTRACTOR will:

  1. Provide a single-point-of-contact telephone number to end users for receiving desktop/notebook, server and LAN infrastructure related problems and requests.
  2. Log all end user calls (with incident numbers) and track the status until resolution in the Helpdesk database.
  3. Provide basic usage advice on the supported applications and systems, which are included in the pre-defined Company standard platform as specified in Attachment 1.
  4. Provide 1st level problem determination and assist end users to determine whether a problem is in hardware, system software, application software, LAN media, network connection, usage or supplies.
  5. Resolve the problems or requests remotely if possible with the instructions given to the end users over the phone.
  6. Utilise desktop remote access facility where appropriate to control end user’s desktop/notebook to perform problem diagnosis and/or problem resolution.
  7. Forward unresolved problems or requests to the proper channel of support by contacting the designated parties.
  8. Update end users on the status of the open problems and requests.
  9. Track the resolution of problems by SUBCONTRACTOR Helpdesk, and escalate to Company representative’s attention when problems are not resolved within Customer Service Level Agreement with the third parties.
  10. Provide monthly reports to Company representative on problems not resolved within the service level agreement.
  11. Provide monthly reports on:
  • Calls reported to the Helpdesk
  • Number of calls closed
  • Number of calls open
  • Achieved service levels statistics
  • Chart of reports by categories

The format of such report will be reviewed and agreed mutually upon by both SUBCONTRACTOR and Company.

  1. Provide reports on Company end user satisfaction  level and implement ways to rectify Company end user satisfaction issue(s).  The format of such report will be reviewed and agreed mutually upon by both SUBCONTRACTOR and Company.
  2. Provide statistics and reports on problem determination and also on the correct problem assignment to other relevant parties.
  3. Provide a single point of contact for authorised “SAP” users to report SAP infrastructure and application problems.  The Helpdesk will log the calls and despatch the calls to the appropriate Company SAP support parties.
  4. Provide reports on “SAP” specific problems on a daily basis.  The format of such report will be reviewed and agreed mutually upon by both SUBCONTRACTOR and Company.
  5. Ensure that Staff providing the Helpdesk Service are familiar with Company computing environment, and their knowledge is updated.

Company will:

  1. Follow procedures that SUBCONTRACTOR specifies for contacting the Helpdesk.
  2. Provide Company IT support team contact information to SUBCONTRACTOR for the Helpdesk to direct end user problems or requests to the appropriate channel and support.
  3. Provide Helpdesk remote access capability if possible in order to provide a more responsive support service.
  4. Company users should grant remote access to SUBCONTRACTOR Helpdesk when requested to assist in problem diagnosis and problem resolution.
  5. Provide Helpdesk with the network diagrams, installed software and application configurations, user profile information, etc. so far as the same is available in written form at the start date of this agreement which may help SUBCONTRACTOR to perform problem solving.
  6. Provide a list of 2nd level support contacts.
  7. Provide Helpdesk with error messages and possible actions list or training on unique systems, software or products that is in use at Company locations.
  8. Inform affected parties that SUBCONTRACTOR will be providing Helpdesk/Deskside support/Install/Move/Add/Change services to Company, and that SUBCONTRACTOR will be reporting and managing problems on Company behalf.
  9. Provide a list of authorised “SAP” callers.
  10. Provide procedures for despatching “SAP” problem calls and the list of Company SAP support parties.
  11. Manage, if necessary, the affected parties or vendors or subcontractors comply with the “Service Level Agreement” (SLA) agreed upon between these parties and Company.

B.    Deskside Support

End user problems or requests that require on-site assistance except for those related to hardware failure as confirmed by SUBCONTRACTOR Helpdesk will be escalated to the Deskside Support engineers to perform simple problem determinations and resolutions, at the end user location.  Deskside Support is tasked to handle 1st level support to end users’ desktop related problems or requests.  Major implementation or migration projects will not be included into the scope of the Deskside Support in order to maintain the efficiency and focus of 1st level end user desktop support.

SUBCONTRACTOR will:
  1. Provide simple and quick 1st level problem determinations to the individual desktop level.
  2. Determine whether the desktop related problem is hardware, system software, application software, LAN media, network connection, virus intrusion, usage or supplies.
  3. Provide LAN infrastructure problem determination and resolve the problems.
  4. Manage the problem to resolution or closure, as appropriate, including :-
  • Resolve the problems if possible or escalate them to the respective technical support personnel/team by informing the Helpdesk.
  • Perform software reload to refresh the hard disk to the pre-defined Standard Platform and specific software, application according to the asset record maintained by SUBCONTRACTOR, when necessary for problem isolations and problem fixings.  SUBCONTRACTOR will alert user of any data integrity exposure for the reload and will assist user to backup and restore their data if needed.
  • Swap end user machines when necessary while waiting for the service vendors’ arrival, if the machine swapping strategy and procedure have been set up by Company and SUBCONTRACTOR.
  • SUBCONTRACTOR will clean the virus with the Company installed anti-virus software and will help to refresh the hard disk if needed.
  1. SUBCONTRACTOR will perform print queue management at the desktop level.  This includes add/delete/change print queues on user PCs.
  2. SUBCONTRACTOR will perform network share drive mapping at the desktop level.  This includes add/delete/change share drive mappings on user PCs.
  3. SUBCONTRACTOR will perform proxy account activation at the desktop level for access of Company Internet service.
  4. Update the status of the deskside support Services call to the Helpdesk through to completion.
  5. On completion of the deskside support Services:  (i) close the call, and  (ii) update the asset database.
  6. SUBCONTRACTOR will not be responsible for any data loss.
  7. Ensure that Staff providing the onsite support Service are familiar with Company computing environment, and their knowledge is updated.

Company will:

  1. Be responsible for all End User data migration, backup and restore, conversion, and erasure, as required, before and following the provision of deskside support Services.  SUBCONTRACTOR will provide assistance.
  2. Provide authorization and be responsible for all charges for deskside support Services SUBCONTRACTOR provides at Company’s request for Nonstandard Products and out-of-scope services (for example, ad hoc End User training, how to assistance).
  3. Provide SUBCONTRACTOR support engineers convenient ways of safe access to end user locations.
  4. Provide cubicles of reasonable size for the Deskside support engineers and secured rooms to keep any spare parts and tools.  In the case where cubicles are not available, Company will provide secured storage area for keeping spare parts and tools.
  5. Co-operate with SUBCONTRACTOR support engineers during the provision of the deskside support service.

C.    Desktop Software Support

SUBCONTRACTOR will:

  1. Assist end user in resolution of software problems including, for warranted or supported software. Contacting the vendor for resolution assistance or, if available, to obtain the vendor’s “fix”.
  2. For software fixes available at no charge, arrange with the vendor to have the fix sent directly to Company.
  3. For software fixes available at a charge, inform Company that the fix is available and arrange with vendor to have the fix sent to Company upon approval from Company.
  4. For software, which is no longer warranted or supported, attempt to resolve problems using available public information.
  5. Refer unresolved calls which are within the scope of the support agreement to the appropriate support group (either SUBCONTRACTOR or third party service provider).
  6. Notify nominated Company contacts of critical incidences in accordance with the criteria agreed with Company.  Such notification means attempting to reach the nominated Company personnel by telephone, voice, mail or pager.

D.    Operations Management

This service involves managing the operations of the server and LAN environment of Company.  It includes service elements such as monitoring, general operations, user and configuration management, problem management, software control and installation, infrastructure server management, Tivoli infrastructure management, and CyberCop intrusion detection monitoring.

Monitoring

The successful completion of this service element is dependent upon the capability of the Network Operating System (NOS) installed.  Some of the tasks are NOS specific and may not be applicable to other NOSes.

SUBCONTRACTOR will:

  1. Monitor and log unexpected system events and invoke incident management procedures.
  2. Monitor hardware errors and invoke incident management procedures.
  3. Monitor software and application incident, where applicable monitoring is available, to pass to the appropriate application vendor for solution.
  4. Monitor LAN incidents and exceptions.
  5. Monitor shared resources, such as server disk space, memory and processor utilitisaton.
  6. Report to Company on the availability of managed systems and networks.
  7. Monitor and make recommendation to add/change capacity in a timely to avoid server and LAN infrastructure overload.  Monitoring policy will be agreed upon both by Company and SUBCONTRACTOR.
  8. Make recommendations on tools/utilities to Company to help enhance usability and manageability of the Supported servers where applicable.

Company will:

  1. Provide to SUBCONTRACTOR, the incident management procedures.
  2. Provide network monitoring tools.
  3. Provide server monitoring tools.

General Operations

SUBCONTRACTOR will:

  1. Provide the management of print queues for network printers.  Redirect, hold, and delete print jobs, if needed.
  2. Resolve issues regarding network print servers.
  3. Perform server backup according to schedules, check job logs and handle backup tapes rotation routines, backup policy mutually agreed by Company and SUBCONTRACTOR.
  4. Scheduling and verification of server backup.
  5. Manage backup media usage, ageing, rotation and storage location.
  6. Recommend and manage the storage of all media on site and off site as appropriate.
  7. Regular removal of agreed redundant data using specified procedures agreed upon between SUBCONTRACTOR and Company.
  8. Operate server management workstation in order to achieve various administrative functions.
  9. Perform health check on servers, such as checking NT event logs and server logs.
  10. Perform administration of Microsoft SNA servers, such as add, delete and change of terminal LUs, printer LUs, printer services, LU pools.
  11. Provide information and assistance on issues related to the Windows NT server infrastructure.
  12. Perform administration and resolve problems on DHCP servers.
  13. Perform administration and resolve problems on DNS servers.
  14. Perform administration and resolve problems on FTP servers.
  15. Perform administration and resolve problems on Windows NT WINS servers.
  16. Perform administration and resolve problems on HP Optivity Management workstations.
  17. Perform recovery process.
  18. Restore data from a previous backup due to technical system requirements or users’ requests approved by Company representative.
  19. Make reasonable efforts to detect and eradicate viruses on the Supported Servers.
  20. Install/upgrade anti-virus software once per year and update the signature file once per quarter.  SUBCONTRACTOR will, upon mutual agreement with Company, provide additional signature file updates in case a major outbreak of computer virus has occurred.
  21. Run and monitor batch jobs.
  22. Recover batch jobs in case of malfunction.
  23. Schedule regular housekeeping and maintenance activities.
  24. Perform start-up, shut down and restart of supported servers.
  25. Basic performance management and reporting on the network utilisation.

Company will:

  1. Provide a server management workstation for SUBCONTRACTOR to carry out the administrative functions.
  2. Provide network management tools to enable network utilisation reporting.  The selection of tools will be mutually agreed upon by Company and SUBCONTRACTOR.

User and Configuration Management

SUBCONTRACTOR will:

  1. Perform remote LAN administration and user/group management, which includes user id addition/deletion, password reset, login script customisation, access management, set-up of user shares, assignment of user home directory, network printer, and share quota management.  SUBCONTRACTOR Helpdesk will perform the tasks remotely in SUBCONTRACTOR premises.
  2. Work with Company representative to define the procedures for performing the remote LAN administration through Company remote access facility.
  3. Configuration identification which includes specifying and identifying all objects to be managed.
  4. Configuration status accounting which includes the recording and reporting on current and historical data concerned with each configuration item.
  5. Provide up-to-date configuration information for use in resolving problems.
  6. Maintaining an architecture and design overview of all configuration items.
  7. Manage agreed changes to be propagated throughout all configuration items.
  8. Provide reports, which are to be mutually agreed upon by Company and SUBCONTRACTOR, to Company on request within a mutually agreed period of time for any of the managed items.

Company will:

  1. Provide server management tools to enable remote LAN administration.
  2. Authorise SUBCONTRACTOR to access the Company network remotely at SUBCONTRACTOR premises.

Problem Management

SUBCONTRACTOR will:

  1. Analysis of call log for repeating problems.
  2. Make reasonable effort to identify the cause of the underlying problems.
  3. Manage the process for rectifying problems with appropriate parties.
  4. Manage repair or replacement of hardware and software causing problems.
  5. Manage rectification of failing procedures or processes causing problems.
  6. Dispatch third party maintenance vendor on site.
  7. Manage of scheduled maintenance of designated systems.
  8. Apply fixes/patches to Supported servers in order to resolve problems.

I.      Departmental Server Management (Separately Chargeable Service)

For Company’ Business units wanting to have their own servers supporting their own business needs, SUBCONTRACTOR can provide support services to those Business units.  This type of server is known as “Departmental servers” as it will mainly be used to support users in the business unit only.

SUBCONTRACTOR will:

  1. Carry out Operations Management (see section D), including:
  • Monitoring
  • General Operations
  • User and Configuration management
  • Problems management

Company will:

1.       Carry out the Company responsible items set forth in Operations Management (see section D)

J.     Proxy Server Management (Separately chargeable service)

SUBCONTRACTOR will:

  1. Carry out the tasks set forth in the scope of work for Departmental Server (see section I).
  2. Produce monthly report on the list of users authorised to use the proxy servers.  The fields contained in the report are, namely, NT id of user, Name of user and Department of user
  3. Run standard reports that are readily available in CSM.  Customisation, design and tailoring of reports will be charged separately.  The list of reports being generated will be agreed upon mutually by Company and SUBCONTRACTOR.
  4. Add/Change/Delete the list of authorised Proxy Servers users.
  5. Modify the proxy automatic configuration file according to the instructions from Company.  Modify the proxy server automatic configuration to enable browsing of non-standard Intranet sites.
  6. Install CSM and Windows NT service packs according to the instructions from Company.
  7. Server software and hardware move/add/change will be charged as separate projects.
  8. SUBCONTRACTOR Helpdesk will act as the single point of contact for designated users to report problems and service requests relating to the proxy server.  All EUC users are by default entitled to call SUBCONTRACTOR Helpdesk.
  9. Provide reports, which are to be mutually agreed upon by Company and SUBCONTRACTOR, to Company on request within a mutually agreed period of time for any of the managed proxy server.
  10. Apply CSM maintenance patches/fixes as advised by Company and/or to rectify technical problems.

Company will:

  1. Carry out Company responsible items set forth in the scope of work for Departmental Server (see section I).
  2. Act as the single point of contact for Proxy users not supported by SUBCONTRACTOR End User Care.  SUBCONTRACTOR Helpdesk will act as second level support to Company IT when dealing with non-EUC users.  The total number of proxy servers’ users is estimated to be 300.

O.    Baseline and Charges for Services

The following baseline is valid only if the total number of supported workstations (can be made up of a combination of “Full scope” and “Partial scope” services) exceeds or is equal to 1000.  Per seat price will be revised if the minimum of 1000 is not reached.  The number of seats taking the “Full scope service” determines the number of Intel Base PC Servers that can be supported.

Full scope services
  • Full scope services include Helpdesk (section A), Deskside Support (section B), Desktop Software Support (section C), Operations Management (section D), Electronic Software Distribution (section E), Tivoli infrastructure Management (section F), and Intrusion Detection (section G).
  • SUBCONTRACTOR will charge per seat per month.
  • Partial scope services include Helpdesk (section A), Deskside Support (section B), Desktop Software Support (section C), Electronic Software Distribution (section E) only.
  • SUBCONTRACTOR will charge  per seat per month.
Partial scope services
Combination of “Full Scope” and “Partial Scope” Services

There are two (2) available combinations of the total number of seats taking “Full Scope” and “Partial Scope”.  Company can choose either one.

Combination
Full Scope Service
 Partial Scope Service
Comments
1 Minimum 500 Intel Base PC workstations (If the number falls below 500, the monthly charge for 500 seats still apply) The total number of the seats taking the Partial Scope and the Full scope services should be more than or equal to 1000.
  • A maximum of 30 Intel Base PC Servers will be supported.
  • The number of optional Departmental servers, proxy servers, Notes Domino servers and Citrix Winframe servers does not count towards this limit.
2 Minimum 1000 Intel Base PC Workstations (If the number falls below 1000, the monthly charge for 1000 seats still apply) Zero (0) or more Intel Base PC workstations
  • A maximum of 50 Intel Base PC Servers will be supported.
  • The number of optional Departmental servers, Proxy servers, Notes Domino servers and Citrix Winframe servers does not count towards this limit
One time set up charge

1.             The costs covering the initial transition will be charged to Company as the one time set up charge.

P.    Service Coverage and Details

 

Contract Term 3 years
Number of Workstations 1300
Number of PC Servers 50
Operating Hours for all services
  • 8:00 AM to 6:00 PM Monday to Friday exclude Public Holiday
  • 8:00 AM to 1:00 PM on Saturday
Server and LAN infrastructure problems Extended coverage of 7 days 24 hours
Overtime work and other services
  • Any overtime jobs should be mutually agreed between Company and SUBCONTRACTOR
  • Any service request with the service scope mentioned but outside the coverage hours will be charged at the Rate of HKD$ 1672 per man hour for senior engineer, HKD$ 1194 per man hour for engineer and HKD$ 832 per man hour for technician.  Service is available upon SUBCONTRACTOR best effort support and resources availability.

Q.    Service Level Agreement

Helpdesk
  • 80% of calls answered within 5 rings
  • 100% of calls answered within 4 hours
  • A maximum of 5% desktop users may be nominated as Priority users.  A severity level of 2 will be assigned to those calls placed by the priority users.
Deskside Support
  • 80% of critical calls (severity level 1 & 2) responded within 30 minutes
  • 80% of non-critical calls (severity level 3 & 4) responded within 4 hours
IMAC – Install/Move/Add/Change
  • 100% of requests will be provided quotation within 2 days from the request dates
  • 80% of requests will be completed within 2 days after getting the approvals from the users
  • 100% of requests will be completed within 5 days after getting the approvals from the users
  • Lead time for preparation of IMAC, such as equipment delivery, site preparation, user’s availability will not be counted towards the measurement of the service level

R.    Resolution Time

 

Severity Level 1 80% completed within 12 hours
Severity Level 2 80% completed within 24 hours
Severity Level 3 80% completed within 2 days
Severity Level 4 80% completed within 5 days
Hard disk refresh 80% completed within 2 days

Remarks:

 

  1. Resolution time = the time passes between the incident is reported to SUBCONTRACTOR Helpdesk and the time the problem is fixed.
  2. Refer to appendix for the definition of the severity levels.
  3. If a call is deferred as per user’s request, the time elapses will not be counted towards the measurement of the service level.

S.    Service Target Attainment

SUBCONTRACTOR will work towards the goal of attaining a service level of 82.5% on some of the existing service level agreement items by the end of the contract period.  The actual level of improvement may vary and is depending on circumstances at the time.

T.     Payment Terms

One-time setup charge is due upon contract signed.  Monthly per seat price will be invoiced on a monthly in advance basis.

If Company increases/decreases the number of seats on or before the fifteenth (15th) day of any month which service charges is based on (the said Relevant Period), the total monthly service charge will be adjusted from the monthly period falling immediately after the said Relevant Period.

If Company increases/decreases the number of seats after the fifteenth (15th) day of any month which service charges is based on (the said Relevant Period, the total monthly service charge will be adjusted from the monthly period falling next after the said Relevant Period.

U.    Terms and Conditions

 

  • This agreement is effective for a period of three (3) years from January 1st 2001 to December 31st 2003 provided that Company shall be entitled at any time on or after June 1st 2001 to serve a sixty (60) days written notice to SUBCONTRACTOR to terminate this agreement, and this agreement shall be terminated upon expiration of the said written notice.
  • Notwithstanding anything aforesaid, if either party during the term of this Agreement fails to perform its obligation hereunder or is in breach of any terms of this Agreement, the non-defaulting party shall be entitled to issue a written notice to the defaulting party requesting for rectification of the same. If the defaulting party fails to rectify the same within sixty (60) days after the receipt of written notice, the non-defaulting party shall be entitled to terminate this Agreement or a relevant transaction hereunder forwith.
  • The services provided by SUBCONTRACTOR hereunder shall be up to professional standard and be performed by SUBCONTRACTOR with all reasonable care and due diligence.
  • Within the scope of services of SUBCONTRACTOR herein, SUBCONTRACTOR shall not be entitled to charge any additional charges (such as special handling or travel related expenses) unless expressly stated otherwise in the Statement of Work.
  • Amounts for SUBCONTRACTOR’s services rendered hereunder are due and payable according to the payment terms specified in this agreement. No damages or penalty shall be payable by Company if the late payment is due to genuine disputes regarding the services rendered by SUBCONTRACTOR and the discharge of SUBCONTRACTOR’s obligations.
  • The time limit for taking legal actions regarding breach of contract, tort or otherwise shall be in accordance with the Limitation Ordinance of the Laws of Hong Kong SAR.
  • Neither party shall have right to assign their respective rights and obligations under this agreement unless with the consent of the other party provided that such restriction shall not apply to any assignment of SUBCONTRACTOR’s right to receive payment under this agreement.
  • The parties agree that the parties’ liabilities for the breach of contract, tort or otherwise shall be in accordance with the the Laws of Hong Kong SAR.
  • Notwithstanding anything herein to the contrary, no amendment to the terms and conditions to this agreement (including annexes and attachments and SUBCONTRACTOR’s standard customer agreement) shall be effective until and unless the same are duly signed by the authorized representatives of the parties hereto. Such consent shall not be unreasonably withheld by Company.
  • The governing law of this agreement shall be the laws of Hong Kong Special Administrative Region. All disputes arising out this agreement relating thereto shall be subject to the non-exclusive jurisdiction of the court of Hong Kong Special Administrative Region.
  • SUBCONTRACTOR will meet Company’ delivery requirement on services you order, and will inform you of the status.
  • This document has been prepared for Company’s sole and exclusive use and may not be made available to anyone outside Company’s organization except with the prior permission from SUBCONTRACTOR.

V.    Other Terms and Conditions

SUBCONTRACTOR agrees to provide the Services to Company on a continuous basis during the term of the Service Period, unless Company terminates the Agreement in accordance with this section.

Appendix

Appendix A –  Software & Applications included as Company Standard Platform (CODE)

1.     Common desktop applications on Microsoft Window 95 and NT

Microsoft Office 97 Professional, Service Release 2

Word

Excel

Power Point

Access

Microsoft Internet Explorer V5.0

Acrobat Reader V4.0

McAfee Virus Scan for Window 95 and NT

Winzip v7.0

Lotus Notes Client R5

Company Dial-In Service

2.       Other desktop applications

Microsoft Backoffice SNA Client

Entire Connection

SAPGUI v3.1G, v4.0

Chinese Star v2.97 for Window 95 and v3.0 for Window NT

Microsoft Project 98

Visio 2000

Reflection

Appendix B –  Optional Software & Applications installed

1.       List of user desktop and server-based applications:

Hexagon

12NC Listing

File Management System

Stock location

Micro-Exchange

SMRS

MIS

CAPS

PATS

Wanda

Microtrade

I/T

BAMTRAC

Calculux

CAPS (Groningen)

MFG/PRO Interface

2.       List of host applications:

COINS

COMAR

GIPSY

ORCO Light

EDS (Export Declaration System)

IDS

RAMS

RSS

IFIS

DLS

PRINCE

MTP

CABL

CPBL

CRS

PROSPEC

ORCA

NTC32/COMAR95

EPS

GOGOpen

Elephant

HRIS (Staff)

3.       Optional software and application installed on Microsoft Window NT

EDT/Quality (Foxpro program)

Hexagon

BOA comm & cash

Reflection

NTC32/COMAR95

COMAR

L/C Tracking

COLD (VSD Rview 32)

 

Appendix C – Severity Levels Definition

 

Each reported problem will be assigned with a “Severity Code”. There are a total of four severity codes with definitions as follows:

Severity 1: Critical

A critical Company service is unavailable or very seriously impaired by the problem. The impact on the Company’ business is severe with many staff unable to perform their normal work. Company has no readily available alternate way of performing normal work.

Severity 2: Major

A critical Company service is impaired by the problem. There is a major impact on Company’ business. Either many staff is having difficulty in performing their normal work or individual staff is unable to work. Company has no readily alternate way of performing normal work.

Severity 3: Regular (default)

A non-critical Company service or critical operational service is unavailable or is impaired by the problem. There is minor impact on Company business. Company staff is having difficulty in performing part of their normal work or can undertake other work while the problem is rectified.

Severity 4: Minor

A non-critical operational service is unavailable or impaired by the problem. There is no direct impact on Company business. Company staff is inconvenienced by the problem. Company has readily available alternate way of performing normal work.