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TOYOTA FORTUNER

A PROPOSAL TO: DEL MONTE PHILIPPINES, INC


March 9, 2018

John Vincent G. Bago


Sales Manager
Toyota Motor Philippines Corp.
March 9, 2018
March 9, 2018

Joselito D Campos, Jr
Del Monte Philippines, Incorporated
Del Monte Cannery
Bugo, Cagayan de Oro, Misamis Oriental
9000 Philippines

Dear Sir,

Thank you for giving us the opportunity to present our proposal for your prestigious company’s peripheral
requirements.

In behalf of Toyota Motor Philippines Corp., we are pleased to present to you our PROPOSAL for your
consideration and approval. We are confident that our proposed solution shall be most advantageous in
meeting your business objectives.

We thank you for your continued patronage of our products and trust in our service. Should you have any
questions, please do not hesitate to call me at telephone number (088) 850-5567 or +63906-5066800

Very truly yours,

John Vincent G. Bago


Sales Manager

Noted by:

MW, Peter U. Lim Lo Suy, PGM Satoru Suzuki


Executive Vice President, Toyota Cagayan de Chief Executive Officer/President, Toyota
Oro Motor Philippines Corporation.

Ms. Betty U. Lu
Chairperson/President, Toyota Cagayan de
Oro

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OVERVIEW
Background:
Toyota Motor Philippines Corporation (TMP) met with Del Monte Philippines,
Inc. (DMPI) and Toyota wants to provide company vehicles for the Del Monte
Management team.

Toyota Motor Philippines Corporation (TMP) possesses rare insights and


expertise through the best vehicles necessary to provide company vehicles using
the 2018 4X2 G Toyota Fortuner AT for mobilization of the Del Monte
Philippines, Inc. (DMPI) Management team, while the Del Monte Philippines,
Inc. has the resources needed to purchase company vehicles.

The parties believe there may be mutual benefit in forming a strategic purchase
and pooling their resources and assets in order to pursue the objectives below:
 Toyota – Provide Company Vehicles to Del Monte for the best price.
 Del Monte – To be able to have mobilization for their management team.

About The Client:

Del Monte Philippines, Inc. (DMPI) is a leading manufacturer of food and


beverages. It operates the largest integrated pineapple operation in the world,
growing pineapples across 20,000 hectares in Bukidnon and Misamis Oriental. It
accounts for about a tenth of the world's annual production of processed
pineapple products. Over 90 percent of its employees work in Mindanao while
teams managing sales, marketing, finance, logistics, product development, and
other support operations are based in Metro Manila.

Del Monte Philippines believes in making life better for Filipinos. By choosing to
consistently make Del Monte high-quality food and beverages even better, we
empower moms to provide better meals, which in turn, strengthen and enhance
family bonds. Through our products, we help Filipinos achieve better fitness and
attain better health. Through our Corporate Social Responsibility initiatives, we
uplift individuals and their families, teaching them to be better persons and
enabling their families to build better lives. Life gets better, not by chance, but by
the good choices one makes.
Del Monte Philippines, Inc. markets over 100 processed food and beverage
variants, including pineapple solids (slices, tidbits, chunks), tropical mixes,
pineapple juice and mixed drinks, tomato-based products (tomato sauce, catsup,
spaghetti sauce), condiments, and pasta (spaghetti, macaroni).

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ABOUT TOYOTA:
Toyota Motor Philippines Corporation (TMP) is the largest automotive company
in the country, with the widest vehicle line-up of 21* Toyota models. It has 61
dealers* nationwide, including Lexus Manila, Inc.
TMP was incorporated on August 3, 1988 as a joint venture of the following
business entities:
A.) GT Capital Holdings, Inc. (51%)
B.) Toyota Motor Corporation (34%)
C.) Mitsui & Co., Ltd. (15%)
TMP's head office and manufacturing plant are located inside the 82-hectare
Toyota Special Economic Zone (TSEZ) in Santa Rosa City, Laguna. TSEZ is also
home to a number of investors performing strategic roles in the manufacture and
export of automotive products to ASEAN, Japan and other parts of the world. The
Marketing Office of TMP is located at the 28th and 31st floors, GT Tower
International, Makati City. TMP currently produces the best-selling Innova and
Vios. Its existing manufacturing plant has the capacity to produce over 51,000*
units per year on two-shift production operations.
TMP operates with ten (10) organizational units: Marketing, Manufacturing,
Production Control & Logistics, General Administration, Comptrollership,
Treasury, Purchasing, Corporate Affairs, Vehicle Logistics and Affiliate
Operations Support & Audit.
The company has over 1,800-strong workforce, composed of office and
production Team Members.

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About the product:
The Toyota Fortuner (Japanese: ト
ヨタ フォーチュナー Toyota
Fōchunā), also known as the Toyota
SW4, is a mid-size SUV
manufactured by Toyota. Originally
assembled only in Thailand but later
also in Indonesia and other
countries, the Fortuner is built on the Toyota Hilux pickup truck
platform. It features three rows of seats and is available in rear-wheel
drive or four-wheel drive. The Fortuner is part of Toyota's IMV
project in Thailand, which also includes the Toyota Hilux and the
Kijang Innova (in Indonesia). Developed in large part by Toyota’s
Thai operations, the Fortuner has piggybacked the success of the
Hilux and is now built in a number of countries including Egypt,
India, Indonesia, Argentina and Pakistan.
While the first generation Fortuner was developed in Thailand by
Thai and Japanese engineers, the facelift version of the Fortuner, as
well as the Hilux and the Innova, was designed in Australia by Toyota
Australia, which is also responsible for developing the next
generation of the Fortuner. Toyota Fortuner was, for some time, the
best-selling mid-sized SUV in the Philippines, being a more
affordable option as opposed to its larger and more expensive SUV
competitors, as well as its reliability and durability.

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Posters and Specification (BROCHURE IS ATTACHED AT
THE BACK OF THE DOCUMENT)

Technical Specification (Size, Capacity, Speed, Interior and


etc.)

ENGINE SUMMARY
Name Toyota Fortuner 2.4 G Diesel 4x2 AT
Body Type SUV
Price ₱ 1,682,000
Transmission
Automatic
Type
ENGINE
Engine Size 2.4 L
Displacement 2,393 cc
Number of
4
Cylinders
Number of Valves 16

Transmission
6-Speed Automatic with Sequential Control
Category

PERFORMANCE

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Power Train Rear Wheel Drive

Max Output (HP) 147 hp @ 3,400 rpm

Max Torque (nm) 400 Nm @ 2,000 rpm


Acceleration Rate n/a
Top Speed n/a
ECONOMY & ENVIRONMENT
Fuel Type Diesel
CO2 Emission 205 g/km
Fuel Capacity 80 L

Fuel Consumption 10.2 km/L in city and 14.2 km/L on highway

Range n/a
DIMENSIONS
Length 4,795 mm
Width 1,855 mm
Height 1,835 mm
Wheelbase 2,745 mm
Turning Circle 11.6 m
Ground Clearance 193 mm
Wading Depth n/a
Trunk Capacity n/a
Max Cargo n/a
Number of Doors 5
Number of Seats 7
SAFETY & SECURITY
Driver's Airbag ✓
Front Passenger's
Airbag ✓
Side Airbag X
Curtain Airbag X
Knee Airbag ✓
Electronic Brake

Distribution

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ABS with Electronic
Brakeforce

Distribution and
Brake Assist
Immobilizer ✓
Security Alarm ✓
Stability Control X
Electronic Door

Locks
Speed Sensing

Door Locks
ISOFIX ✓
Lane Departure
X
Warning System
Blind-Spot
X
Detection System
FEATURES
Cruise Control X
Front Parking
X
Sensors
Rear Parking
Sensors ✓
Leather
X
Upholstery
Push Start Button X
Wheel Size 17 in
Wheels Metal
Alloy
Type
Air-conditioning
Manual Air-Conditioning
System

6.5-inch Capacitive Screen with CD, Tuner,


Entertainment
Call Function and Audio Streaming via 6
System
Speakers

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Connectivity AUX, USB, Bluetooth, iPod

Navigation Ready ✓
Warranty 3 Years (100,000 km)
Keyless Entry X
Roof Rack ✓
Sunroof X
Electric
X
Adjustable Seats
Power Steering ✓
Power Windows ✓
Power Outlet ✓
Steering Wheel
Audio Control ✓
TECHNOLOGY
Active Park Assist X
Hill Start Assist X
AWD Modes n/a
Tire Pressure
X
Monitoring
Heads-up Display X
Power Liftgate X
Start-stop System X

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QUALITY AND PERFORMANCE

1. Toyota Fortuner 2018 Philippines: Exterior


Toyota has managed to give the Toyota Fortuner 2018 exterior a more macho and
premium appearance, which manifests an amalgamation of toughness and elegance. If
having to choose a word to depict that look, perhaps “modern” is enough. Not as
futuristic as others SUVs, the Fortuner impresses us with its practical traits that hide an
amazing capacity.

The Fortuner 2018 owns a modern look

Let’s start your gaze on the side. Two athletic characters flowing along the car’s length
underline the commanding stance besides the help of new “floating” windows and
brawny 18-inch alloy wheels.

Paying much attention to the Fortuner, many of you must have realized the handsome
boy now has a longer bonnet and a new “nose.” Accordingly, the front-end receives a
redesigned grille decked with a massive “Toyota” emblem in the center. Of top of that,
sophisticated headlamps also donate “large sums” to the good-looking face.

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The Fortuner impresses us with its practical traits that hide an amazing capacity
As for the rear profile, the Fortuner knows the way to follow the current trend. That
means it also features a single strip along the width of the vehicle. In the same way, the
chrome one over the number plate is combined perfectly with the taillight cluster. All
extremely look good.

The rear features a single strip along the width of the vehicle

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2. Toyota Fortuner 2018 Philippines: Interior
For the most part, the Toyota Fortuner 2018 interior is one of the most purified in
SUV segment. To be honest, pushing back Japanese brands in the matter of luxury is a
hard task. What should we say when everything here is nice: leather, stitching and even
plastic? These soft materials make the cabin soothing in each and every bit.

The Fortuner 2018 interior is one of the most purified in SUV segment
However, what really whets one’s appetite is the center console’s faux wood. It’s
counterfeit in essence, you know? But in fact, it does not look and feel counterfeit at all.
This actually differentiates the Fortuner from most of its rivals in the market. A perfect
knockoff, we think so.

As well as that, a strapping 3-spoke steering wheel, modern and legible gauges along
with polished trim complete the Fortuner’s premium makeover.

High-tech features contains a 6.5-inch capacitive touch control compatible with CD,
DVD, Tuner, Call Function System alongside Audio Streaming with a set of 6 speakers.
Besides, Aux, iPod and Bluetooth connectivity, USB ports are fully set up.

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This "Fortune" can carry up to seven passengers

A premium cabin doesn’t signify that it is not comfortable and spacious. As compared to
the previous Fortuner, the 2018 model has gone far beyond. To cite an example, this
"Fortune" can carry up to seven passengers. Concerning the front seats, it can be
automatically adjusted for propel reach and height. Moving to the second row, legroom
is enough, even for tall adults. Thanks to the center armrest, this row can comfortably
cater two passengers.

Sadly, occupants at the third row can only park themselves when the armrest has been
folded. Nevertheless, it still has some good points. For instances, accessing to the third
row is very easy and the legroom is somehow enhanced (but it’s not very commodious
except when you let the second row down). Whatever, air is enough for all passengers at
all three row seats owing to large and big windows. To a great extent, cushions at vital
positions are definitely a plus point for the SUV, which again give the car a premium feel.

There is nothing to worry about the cargo space, even with the third row used.

Other extra features include air-conditioning system with automatic climate control, cup
holders, paddle shifters for sport mode and cruise control.

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3. Toyota Fortuner 2018 Review: Safety & Security

The 2018 Toyota Fortuner is built to protect and withstand passengers from inside
Toyota always gives prominence to safety aspect, so the all-new Fortuner is built to
protect and withstand passengers from inside. Therefore, feel assured when you’re
behind the wheel under the protection of a wide host of features, including:

 Airbags (Driver’s, Front Passenger’s and Knee Airbag)


 Electronic Brake Distribution
 Anti-Lock Brake System with Electronic Brakeforce Distribution
 Immobilizer
 Security Alarm
 Electronic Door Locks
 Speed Sensing Door Locks
 ISOFIX

4. Toyota Fortuner 2018 Review: Performance


The Toyota Fortuner 2.4 G 4x2 AT, as its name evokes, packs a 2.4-liter 4-cylinder
diesel mill which doles out 147 hp and a peak torque of 400 Nm. Power is sent to the rear
wheels via a 6-speed automatic with sequential control. Though the total output is not as
high as that of other contenders, the engine still provides smooth, even performance and
acceleration.

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The Toyota Fortuner 2018 4x2 G AT packs a 2.4-liter 4-cylinder diesel mill
As the saying goes, the new Fortuner is actually a talented player in SUV segment when it
comes to ride and handling. Maybe the first-gen Fortuner did make you bitterly
disappointed by its ride quality. Nonetheless, for 2018, it’s a markedly different story.

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The new Fortuner is actually a talented player in SUV segment

Point by point, the noise level is remarkably reduced. Plus, occupants at the back will feel
more comfortable on bumpy roads. You might be surprised when looking at the way our
“Fortune” handles: far more nimble and agile than you’ve expected. It could be said with
certainty that the Fortuner’s ride is illustrative of a standard mid-size SUV in the market
today.

If you want to challenge the Fortuner to harsher terrains, turn the Power Mode on and
enjoy the ride. On the other hand, if you’re an eco-friendly driver, try the Eco Mode.

Delivery, Maintenance & End-of-life

Periodic Maintenance
To ensure that your car stays in perfect running and safe condition, it’s always
best to have regular Periodic Maintenance at any Toyota Dealer.
Toyota requires that you bring your car to a Toyota dealer for Periodic
Maintenance every 5,000 Km or 3 months whichever comes first.
This will comply with your Toyota’s warranty requirement and will also keep your
car in superb and safe running condition, enjoy better fuel economy, longer
vehicle life and higher vehicle resale value since it’s Toyota-maintained, and of
course, that peace-of-mind you get every time you sit behind the steering wheel.
Toyota recommends that you bring your car in for Periodic Maintenance within
30 days after delivery or 1,000 km whichever comes first. This will allow Toyota
to thoroughly check your vehicle as well as to provide you additional support and
assistance that you may need for your new purchase. Labor is FREE for the first
1,000km and 5,000km Periodic Maintenance Service, all you have to pay are the
regular maintenance items and materials such as oils & oil filters.
PERIODIC MAINTENANCE WILL ACHIEVE THE FOLLOWING
RESULTS:
 Early problem detection and repair.
 Driving comfort, safety, and peace-of-mind.
 Longer vehicle service life.
WHAT HAPPENS TO THE VEHICLE IF PERIODIC MAINTENANCE IS
NOT PERFORMED?
 The vehicle’s safety level will be reduced or its pollution control will be
affected.
 It will shorten the service life of the automobile
MAINTENANCE WILL ACHIEVE THE FOLLOWING RESULTS:

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 Early problem detection and repair.
 Driving comfort, safety, and peace-of-mind.
 Longer vehicle service life.

5 SERVICE STEPS
STEP 1
Our Maintenance Reminder System staff will set an appointment with you for your
scheduled vehicle check-up, either via e-mail or phone.

STEP 2
Bring your vehicle to the dealership at you get queue card and a Service Advisor will
assist your appointed time.

STEP 3
Your Service Advisor will take you through a walk-around of your car, so both of you can
check, see and agree if there are any additional service your car may need. Additional
service can be done during your scheduled service.

STEP 4
All agreed services and additional repair will be done while you relax and wait at the
customer lounge or while you enjoy Toyota’s Vehicle Showroom display.

STEP 5
When all the repairs are done, your service advisor will give you the repair order and
proof of billing.

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Genuine Parts and Oils

Use of non-genuine parts may affect your vehicle’s performance, reliability, can
compromise your safety, void your warranty and could cost you more in the long run.
Also, for your protection, Toyota recommends buying parts, or better yet, get your car
serviced at authorized Toyota workshops since counterfeit parts exist in the market.

 It can affect your car’s performance


 Reliability
 Can compromise your safety
 Void your warranty
 Could cost you in a long-run
Toyota Genuine Motor Oils are available in all Toyota Dealerships to ascertain your
Toyota engine’s excellent performance. Toyota offer a variety of Motor Oils to cater to
your engine car needs.

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Warranty Coverage

Toyota warrants that it will either repair or replace any Toyota supplied component part
that is found to be defective in material or workmanship under normal use within a
period of 36 months or 100,000 kilometers whichever comes first. Your Toyota’s
warranty period begins on the date you received the vehicle.
All repairs covered by the warranty will be done at no charge except consumables such as
oils, chemicals and brake pads. Some parts, like tires, batteries and audio systems have
separate warranty coverage.
Should you decide to sell your car, the unexpired portion of the warranty is fully
transferable to the new owner.

Insurance Claims

When an unfortunate event, such as a collision


happens, Toyota workshops are the only ones
that can bring back your vehicle from its original
appearance.
Just bring the following:

 Insurance Policy

 Vehicle’s OR/CR
 Driver’s License
 Police Report/ Affidavit
And we will take care of the rest.

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SAFETY REMINDERS

1
The front and rear portions of your vehicle are designed to absorb and reduce force of impact,
Toyota requires that you always fasten your seatbelt while traveling as this serves as your primary
protection during high impact frontal collision.

2
When travelling with a child, we strongly recommend that he be seated at the rear seat with
seatbelts fasten at all times.

3
Most Toyota models are equipped with Supplement Restraint System (SRS) Airbags that inflate
instantaneously during collision to support seatbelt protection and reduce the risk of high impact
against the steering wheel, dashboard and windshield.

4
The SRS airbag may deploy if the impact is above the designed threshold level.

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5
On a non-movable object such as fixed barriers or rigid wall

6
Head-on collision.

7
And severe impact on the underside of the vehicle.

8
SRS airbags however, may not deploy if collision is at off-set.

9
Rear

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10
Collision with poles or movable objects.

11
Side collision.

12
And roll-over.

13
Airbags deploy only once, in the event it activates, it will not again deploy in subsequent
collisions.

14
As an added safety feature, your Toyota also comes with Toyota Genuine Floormats. These
floormats come with clips that hold them in place, preventing pedal obstruction.

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15
Worn floormats should only be replaced with Toyota Genuine Floormats available at the
dealership.

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BILL OF MATERIALS FOR DEL MONTE Inc. if Paid with Cash
Total Price (Vat-
QTY unit Description Unit Price (Vat-Ex)
Ex)
50 units Toyota Fortuner 2.4 G Diesel 4x2 AT 1,501,785.71 75,089,285.71
12% VAT 180,214.29 9,010,714.29
Total Price Vat- Inclusive 1,682,000.00 84,100,000.00
50 units Cash Discount -127,000.00 -6,350,000.00
Total CASH Discounted Price per Unit (if CASH) 1,555,000.00 77,750,000.00

BILL OF MATERIALS FOR DEL MONTE Inc. , if Customer will go through our Loan

Total Price (Vat-


QTY unit Description Unit Price (Vat-Ex)
Ex)
50 units Toyota Fortuner 2.4 G Diesel 4x2 AT 1,501,785.71 75,089,285.71
12% VAT 180,214.29 9,010,714.29
Total Price Vat- Inclusive 1,682,000.00 84,100,000.00

Free 1 Years Comprehensive


Insurance With AON and 3 Yrs. TPL, 3 yrs. LTO Registration, Chattel Mortgage and Tint
/ carpet matting /seat cover.

Additional Terms and Agreement if Customer will buy through our loan
instead (per Unit)
Toyota Fortuner 2.4 G Diesel 4x2 AT PHP 1,682,000.00
15% Down payment – 200,000 pesos ALL IN
Monthly payments are to be followed:
5 years: P28, 335
4 years: P35, 418.75
3 years: P47, 225

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Warranty Length & Service Level of Agreement (Annex 1)

Toyota warrants that it will either repair or replace any Toyota supplied
component part that is found to be defective in material or workmanship under
normal use within a period of 36 months or 100,000 kilometers whichever comes
first. The Customer's Toyota warranty period begins on the date he/she received
the vehicle.

All repairs covered by the warranty will be done at no charge except consumables
such as oils, chemicals and brake pads. Some parts, like tires, batteries and audio
systems have separate warranty coverage.

Should the customer decide to sell his/her car, the unexpired portion of the
warranty is fully transferable to the new owner.

Service Level Agreement (SLA)


For DEL MONTE PHILIPPINES, INC.
By
Toyota Motor Philippines Corp.,
Effective Date: March 9, 2018

Document Owner: Toyota Motor Philippines Corp

Version

Version Date Description Author


1.0 03/03/2018 Service Level Agreement Marvin Tiu
1.1 03/09/2018 Service Level Agreement Revised John Vincent G.
Bago

Approval
(By signing below, all Approvers agree to all terms and conditions outlined in this
Agreement.)

Approvers Role Signed Approval Date


Company name Service 14-08-2010
Provider
Customer Customer 14-08-2010

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Table of Contents

1. Agreement Overview ........................................... 27


2. Goals & Objectives ............................................... 27
3. Stakeholders ........................................................ 27
4. Periodic Review .................................................. 28
5. Service Agreement .............................................. 28
5.1. Service Scope.................................................. 28
5.2. Customer Requirements .................................29
5.3. Service Provider Requirements ......................29
5.4. Service Assumptions .......................................29
6. Service Management .......................................... 30
6.1. Service Availability ......................................... 30
6.2. Service Requests ............................................ 30

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1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”)
between Cebu Southern Motors. and Customer for the services required to support
and sustain cars acquired by…..

This Agreement remains valid until superseded by a revised agreement mutually


endorsed by the stakeholders.
This Agreement outlines the parameters of all cars services covered as they are
mutually understood by the primary stakeholders. This Agreement does not supersede
current processes and procedures unless explicitly stated herein.

2. Goals & Objectives


The purpose of this Agreement is to ensure that the proper elements and
commitments are in place to provide consistent cars service support and delivery to
the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for cars service warranty
provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

 Provide clear reference to service ownership, accountability, roles and/or


responsibilities.
 Present a clear, concise and measurable description of service provision to the
customer.
 Match perceptions of expected service provision with actual service support &
delivery.

3. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the
Agreement and represent the primary stakeholders associated with this SLA:

Cars Service Provider(s): Company name. (“Provider”)


Customer(s): Customer (“Customer”)

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4. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until
further notice. This Agreement should be reviewed at a minimum once per fiscal
year; however, in lieu of a review during any period specified, the current Agreement
will remain in effect.

The Business Relationship Manager (“Document Owner”) is responsible for


facilitating regular reviews of this document. Contents of this document may be
amended as required, provided mutual agreement is obtained from the primary
stakeholders and communicated to all affected parties. The Document Owner will
incorporate all subsequent revisions and obtain mutual agreements / approvals as
required.

Business Relationship Manager: Company name


Review Period: Bi-Yearly (6 months)
Previous Review Date: 01-08-2010
Next Review Date: 01-12-2011

5. Service Agreement
The following detailed service parameters are the responsibility of the Service
Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement;

o Manned telephone support


o Monitored email support
o Remote assistance using Remote Desktop and a Virtual Private Network
where available
o Planned or Emergency Onsite assistance (extra costs apply)
o Monthly or Quarterly maintenance checkup.

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5.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement


include:

 Payment for all support costs at the agreed interval.


 Reasonable availability of customer representative(s) when resolving a
service related incident or request.

5.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this


Agreement include:

 Meeting response times associated with service related incidents.


 Appropriate notification to Customer for all scheduled maintenance.

5.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

 Changes to services will be communicated and documented to all


stakeholders.

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6. Service Management
Effective support of in-scope services is a result of maintaining consistent service
levels. The following sections provide relevant details on service availability,
monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as


follows:

 Telephone support : 9:00 A.M. to 6:00 P.M. Monday – Saturday


o Calls received out of office hours will be forwarded to a mobile
phone and best efforts will be made to answer / action the call,
however there will be a backup answer phone service

 Email support: Monitored 9:00 A.M. to 6:00 P.M. Monday – Saturday


o Emails received outside of office hours will be collected, however
no action can be guaranteed until the next working day

 Onsite assistance guaranteed within 72 hours during the business week

6.2. Service Requests

In support of services outlined in this Agreement, the Service Provider will


respond to service related incidents and/or requests submitted by the Customer
within the following time frames:

 0-8 hours (during business hours) for issues classified as High priority.
 Within 48 hours for issues classified as Medium priority.
 Within 5 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent
on the priority of the support request.

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