SERVICE LEVEL AGREEMENT (SLA)

Description: To provide support for the IT systems environment(“the service(s)”)

IT Personnel:
Ayese Derrick
email: printishaw@yahoo.com
tel: +256774087001

Customer/client and location:

The Mafudian Connection Limited
Plot 36493,Ggaba Road, Game play building
P O Box 1631
Kampala
Tel: +25641426623
email:mafudian@gmail.com

Customer/client contact
Dickson E Wasake
Director
tel: +447700702077
email:wwasakee@yahoo.co.uk

The IT personnel and client/customer are in the contract as applicable referred to as “the parties”.

Effective date: 3 August 2010

Review date: 2 August 2011

Amount payable:
Shs 65,000 (sixty five thousand only) per calender month paid in arrears and on provision of the
monthly “health check” report to the client contact(see details in subsequent pages)

Authorisation:

For the Mafudian Connection Limited:

Dickson E Wasake
Director
Date: 18 October 2010

For IT Personnel

Ayese Derrick
Date:
 Terms of SLA

1. OVERALL ROLE OF IT PERSONNEL

Install, set-up, and monitor local area network (LAN) at the client premises. Perform a variety of
maintenance, evaluation, installation, and training tasks to ensure LAN performance meets the
company's requirements which are primarily related to provision of public pay phone services
using Voice Over Internet Protocol (VOIP) technologies . The IT personnel's key competencies are
attached as an Appendix to this SLA.

2. KEY RESPONSIBILITIES OF IT PERSONNEL

1. Administer network workstations, utilizing one or more TCP/IP or non-TCP/IP networking

protocols and/or one or more UNIX-based or non-UNIX based operating systems.
2. Evaluate and/or recommend purchases of computers, network hardware, peripheral
equipment, and software;
3. Investigate user problems, identify their source, determine possible solutions, test and
implement solutions.
4. Install, configure, and maintain personal computers, Novell networks, UNIX workstations,
file servers, ethernet networks, network cabling, and other related equipment, devices, and
systems; adds or upgrades and configures modems, disk drives, data acquisition boards, CD
ROM units, printers, and related equipment.
5. Perform and/or oversee software and application development, installation, and upgrades.
6. Maintain site licenses for company.
7. Plan and implement network security, including building firewalls, applying cryptography to
network applications, managing host security, file permissions, backup and disaster recovery
plans, file system integrity, and adding and deleting users.
8. Troubleshoot networks, systems, and applications to identify and correct malfunctions and
other operational difficulties.
9. Identify utilization patterns and their effect on operation/system availability and performance
expectations.
10. Anticipate communication and networking problems and implement preventive measures.
11. Establish and perform maintenance programs following company and vendor standards.
12. Ensure timely user notification of maintenance requirements and effects on system
availability.
13. Investigate, recommend and install enhancements and operating procedures that optimize
network availability.
14. Maintain confidentiality with regard to the information being processed, stored or accessed by
the network.
15. Document network problems and resolutions for future reference.
16. Other duties as assigned and agreed between the parties.

3. SUPPORT FACILITIES

The IT personnel shall respond to reasonable requests for assistance from the client within 48 hours
except on public holidays when assistance will be provided on the first working day after the
holiday except for emergencies.

The IT personnel shall provide the services on a one stop basis. That is, the personnel will take
responsibility for a support problem and liaise with other suppliers(such as hardware suppliers) to
ensure that the problem is completed to the client's satisfaction. In performing the services, the IT
personnel shall at all times faithfully, industriously, and to the best of his ability, experience, and
talent, perform all duties that may be required of and from him pursuant to the express and implicit
terms hereof, to the reasonable satisfaction of employer. Such duties shall be rendered at client's
premises and at such other place or places as the client shall in good faith require or as the interests,
needs, business, and opportunities of client shall require or make advisable.

In performance of the services, the IT personnel shall not be considered an employee of the client
and is providing these services in his capacity as a third party contractor.

4. HEALTH CHECK REPORTS

On a weekly basis, the IT personnel will perform a health check for the client and will provide them
an email summary confirming that there are no issues or any pertinent issues. On a monthly basis,
the IT personnel shall prepare a written report which will give results of the formal IT health check,
summarise IT issues identified as well as recommendations. The following are the matters to be
included in the report
(insert here the key tests that will be performed on a weekly/monthly basis e.g virus check, system
crashes, etc, back ups)

5. SUPPORT ENVIRONMENT

The client support environment comprises of the server environment, the equipment environment
and the network environment as set out in Appendix 2 of this SLA

6. HARDWARE PARTS AND STOCK

It is assumed that all hardware purchases will be made by the client, based on the IT personnel
recommendation as necessary. The purchase and installation of any hardware and parts will be
agreed with the client.

7. CONTRACT TERMINATION
In the event that either party wishes to terminate the SLA, then this will be possible by the
terminating party providing a month's notice, via letter or email to the other party. Any prepaid
support fees will be refunded based on the termination date.

8. DATA PROTECTION AND CONFIDENTIALITY

The IT personnel will provide the services to the customer with due regard to the data protection
laws of Uganda and also will be bound to maintain the client's information including about its
business environment in the strictest confidence and the client will reserve the right to terminate this
contract and take other actions including legal means in the event of breach of data protection and
confidentiality of the client's information.

9. APPLICABLE LAW

This contract when accepted by the parties shall be governed by, and construed in accordance with
the laws of the Republic of Uganda. It is hereby irrevocably agreed and accepted that the Courts of
the Republic of Uganda shall have exclusive jurisdiction in relation to any claim, dispute or
difference which may arise out of or in connection with such contract. Each party irrevocably
waives any right it may have to object to an action being brought in those Courts, to claim that the
action has been brought in an inconvenient forum, or to claim that those courts do not have
jurisdiction.
 Appendix 1:
Personnel key competencies at the date of this SLA

Diploma in telecommunication Engineering from Uganda Institute of Information Technology

Nakawa.

Working with Ugandan Telecom Limited in the technical department, where as part of team
responsible for maintenance of DSLAM, establishing new connection, routing and reconnection of
disconnected lines in addition to Telephone and BPX exchange configuration.

Studying degree in Information Technology at Makerere University including possessing CCNA

and CCNP certification certificates from Cisco a program enrolled in during Study at Makerere
University.
 Appendix 2
Client support environment

(i) Production server environment

Description: …........................................................................................
(Insert here the detailed description e.g The production server environment consists of a Windows
2003 Production server which also operates as the company's main computer. Its a Dell Pro,
250GB hard disk and 512kbps CPU processor speed....serial number........)

(ii) Production Client environment

Description:.............................................................................................
(Ask the Girls to assist you in listing the IT equipment and then complete as follows e.g The client
environment consists of the following IT equipment:

Description Number of items comment

PC 1
PAP2 Adapter 4
CISCO ADSL Router 1
UPS 1
Switch
RJ45 cables Several

(iii) Production network environment

Description: …........................................................................................
(Insert here the detailed description e.g The production network environment consists of a
connection to UTL who provide shared bandwidth via a telephone line and an ADSL router. The
client's PAP2 telephone adapters are connected to the internet via a switch and the services are
supported by a US based VOIP provider who has provided a specialised software platform for the
customer )