2021 - 0101 - Software Development (Dubai Duty Free) 1

Document Ref: 2021 – 0101 v1.
3 (Technical & Commercial)
Proposal: Software Development
Client: Dubai Duty Free
Date: 31/01/2021
Prepared By: Joshua Nathaniel Quilatan
This document is confidential, and this is to acknowledge that the proposal provided by Hifive
Solutions is unique to this business and confidential; therefore, anyone reading this proposal agrees
not to disclose any of the information in this proposal without the express written permission of
Hifive Solutions.
Email: info@hifive.ae
Website: www.hifive.ae
Address: Q1-08-107/B, Saif Zone, Sharjah, UAE
Table of Contents
1. Executive Summary ....................................................................................................................... 2

2. Management Profile ..................................................................................................................... 3
2.1 Corporate Profile ........................................................................................................................... 3
2.2 Services Provided........................................................................................................................... 4
2.3 Best practices utilized when servicing customers ......................................................................... 5
3. Technical Proposal ........................................................................................................................ 6
3.1 Introduction ................................................................................................................................... 6
3.2 Scope of Work ............................................................................................................................... 7
3.3 Project Deliverables ..................................................................................................................... 13
3.4 Project Roles and Responsibilities ............................................................................................... 14
3.5 Project Effort Estimates and Schedules....................................................................................... 15
3.6 Project Status Reporting .............................................................................................................. 17
3.7 Project Initiation Activities .......................................................................................................... 18
4. Annexure .................................................................................................................................... 23
4.1 Project Quality Assurance Activities ............................................................................................ 23
4.2 Service Quality Plan ..................................................................................................................... 26
5. After Sale Support ....................................................................................................................... 30
5.1 Annual Maintenance ................................................................................................................... 30
5.2 Knowledge Transfer ..................................................................................................................... 31
6. Commercial Charges.................................................................................................................... 32
7. Payment Terms & Conditions ...................................................................................................... 34
1. Executive Summary
Dubai Duty Free is seeking out vendors with IT expertise and skill set to deliver customized solution for
their upcoming event. In order to ensure the successful delivery of the project, Hifive is submitting
their proposal that includes the TECHNICAL and COMMERCIAL details.
The requirements provided by the client describe the need for an integrated platform for a e-voucher
system their event’s sponsors and guests, and for an RSVP system for the VIP invitations.
Hifive Solutions will build a unified and comprehensive solution that will work on multi-interfaces
wherein, admin will remain the main controller of the system and Restaurants will act as executors of
this workflow. The system will give Admin the access to a dynamic dashboard to monitor the meal
servings. Admin will also have access to reports to reconcile any payments with the restaurant at a
later stage. On a separate module within the system, admin will also have the access in sending
invitations to VIP guests and getting real-time reports.
Hifive Solutions will work closer to understand the entire requirements of Dubai Duty Free, according
to the information provided. We are willing to assist in reengineering the processes and build the right
solutions to guarantee the desired results. What distinguishes us from others is that we are flexible,
and we work hard to help our customers improve their work and achieve their targets.
2. Management Profile
2.1 Corporate Profile
Hifive Solutions is an emerging IT services and business technology company, providing the best-quality
software services, mobile application development, and online marketing at affordable costs than
ever. We serve our clients in the best manner, from strategy to software solutions and implementing
project development plans. Our highly optimized websites and responsive mobile applications are set
to make us a leader in UAE market. We offer a variety of expertise aimed at assisting customers in
designing, developing and marketing their businesses to compete successfully in the ever-changing
marketplace.
We at Hifive Solutions, do everything including web design, web development, system integration,
mobile apps development, RFID solutions and much more. We cater our services with one objective-
to boost the business success of our clients by giving them value-based solutions. Making high-quality
and result oriented services, Hifive Solutions is a dynamic software development company in UAE that
provides online solutions to its esteemed clients. We employ top experts of the internet industry to
fulfill the needs of every type of business. Along with offering online business solutions, we have many
satisfied clients who we have created strong relationships.
Our objective is to be part of client success by providing solutions for LIFE. We understand our clients’
vision and deliver more than their expectations.
2.2 Services Provided
Hifive Solutions is a fast growing IT Solutions company specializing in shaping our customers’ future by
combining deep business insight with the understanding of how technologies will impact industry and
business models. We provide the following services:
1. IT Business Consulting
2. Website Development
3. Mobile Application Development
4. E-commerce Solution – Website and Mobile Apps
5. RFID-based Solutions
6. System Development and Workflow Automation
7. Software Solutions & Integrations
8. IT Outsourcing Services
2.3 Best practices utilized when servicing customers
TESTING AND IMPLEMENTATION

IDENTIFICATION OF ANALYSIS OF THE PROGRAMMING
QUALITY & MAINTENANCE
REQUIREMENTS REQUIREMENTS AND APPROVE
ASSURANCE AND SUPPORT
• Identification of Requirements
In the first phase, when the client meets us and discusses their requirements, we carefully listen and
understand what our clients want. We get complete information about their business, objectives, ideas
and goals.
• Analysis of the Requirements

We have an expert team of analysts who have solid experiences and a clear industry insight. They
thoroughly analyze our client’s requirements and specifications and suggest them a value-based IT
solution which matches their needs, desires and budget as well.
• Programming and Approval

Our highly skilled programmers and coders develop our client’s requirements in a high-quality solution
to cater their needs in the best manner.
• Testing and Quality Assurance

After developing the solution, we test them from our professional Testing Department. They remove
all bugs and issues to ensure the quality of our software products.
• Maintenance and Support

Furthermore, we offer maintenance and technical support to our clients for continuous support in case
of system enhancements and unforeseen issues.
3. Technical Proposal
3.1 Introduction
Hifive Solutions understands the requirements of Dubai Duty Free’s for a software solution that will
increase the efficiency and effectiveness of the client’s image and will allow their clients, admin, and
employees to achieve the best customer satisfaction. The new platform will enable Dubai Duty Free to
push their agendas to the next level. To ensure the successful delivery of the project Hifive is submitting
their technical and commercial proposal.
Hifive Solutions aims at making the work process of the client more efficient and effective. The
proposed system will leverage modern technologies to establish a state-of-the-art framework for
system admins, representatives, and higher management.
Hifive Solutions will assign the best and most capable resources for the project. The resources will
undertake all the tasks related to the design, development, and maintenance of the platform according
to the client’s requirements while keeping the following objectives in mind:
1. Hifive Solutions will ensure that tech support is constantly provided to Dubai Duty Free.
2. Hifive Solutions will provide technical consultations to Dubai Duty Free with latest technologies.
3. The candidates for the project will carry out all the requirements as instructed by the client and
according to the Client’s guidelines.
4. The candidates will provide continuous IT support to the client’s staff (admin team).
5. The candidates will adhere to all instructions issued by the client regarding designs and
development of the software.
6. The candidates will ensure that the quality of work is in alignment with the client’s standards and
will uphold those standards when providing IT support. The designs should be up to date with
current trends.
3.2 Scope of Work
The scope of work for the complete project will include the following deliverables:
1. Customized System for the following users:

A. Super Admin
B. Restaurant’s Admin
C. Gatekeepers (Admin)
D. Guests (Athletes, Officials & VIPs)
3.2.1 Customized Solution
To upgrade the current workflow that Dubai Duty Free is using in providing food allowances for athletes,
officials & sponsors and to automate the invitation method for the sponsors and guests, Dubai Duty Free
is looking for a customized solution that will automate these processes.
Hifive is proposing a system that can be accessed by different users with different privileges. The system
will have two modules namely, e-Voucher System and RSVP Module.
The e-Voucher system is going to work on multi-interfaces wherein, admin will remain the main
controller of the system and Restaurants will act as executors of this workflow. The system will give
Admin the access to a dynamic dashboard to monitor the voucher consumption. Admin will also have
access to reports to reconcile any payments with the restaurant at a later stage.
On the other hand, the RSVP module will automate the process of sending VIP invitations and the seating
assignment for those guests who will confirm attendance. The system will provide two interfaces for
super admin who has complete control over the whole system and admin (gatekeeper) who will be in
charge of validation on the day of the event.
E-VOUCHER SYSTEM WORKFLOW
1. Super Admin will have the access to create users with different privileges.
a. User Types
i. Super Admin: Super admin has the option to create other super admin accounts.
Super admin has complete access over the system. Super admin can also suspend
athlete’s account for claiming food and beverages in case they are out of the
tournament.
ii. Restaurant’s Admin: The restaurant staff will be given access to the
Athletes/Officials’ user profiles via scanning a unique QR images.
iii. Athletes and Officials: Upon creating the Athletes/Officials profile, the system will
automatically generate a unique QR image that will be sent to the Athlete.
iv. Sponsors: Upon creating the Sponsor’s account, the sponsor will receive sets of
unique links (different dates and limits) for registering their peers or colleagues
for the e-Vouchers.
2. e-Voucher Module will be divided into two classes:

a. Athletes and Officials
b. Sponsors
3. ATHLETES AND OFFICIALS

a. Admin will fill out the Athlete/Official’s information and will set the daily limitations of
food and drinks allowances. The vouchers count will reduce as it is consumed by the
athlete/official at the restaurant. The voucher count will reset daily at 12:00AM.
b. Athletes/officials will visit the restaurant and show their QR images. The restaurant will
scan the QR for validation.
i. Restaurant’s admin will generate a normal bill/receipt for the athlete/s order.
ii. Restaurant’s admin will key in the receipt number as a reference for the
athlete/official’s orders. The admin will deduct the electronic vouchers from the
athlete’s profile depending on the number of meal/s and drinks they will be
consuming. The changes will automatically reflect in the system.
iii. In case that the athlete consumed all his/her electronic vouchers, the restaurant’s
admin can verify and inform the athlete/official that he/she will have to bear the
charges.
4. SPONSORS
a. There will be a pre-defined excel template for registering the sponsors within the system.
b. Admin will list all the sponsors and fill out their information. The Admin must specify the
number of allowances per day for each sponsor (lunch, dinner and beverages).
c. Admin will upload the filled-out template and the sponsor will automatically receive a
mail with the set of unique links for each day of the event.
d. The links will redirect the sponsor to a registration form. He/she can fill out the form or
can send it to the end-user for them to fill up themselves. The link can only be used as per
the limit set by the Admin.
e. Upon registration, the end-user will receive a QR image that he/she has to present to the
restaurant to claim the food and beverages.
f. Sponsor or the end-user will visit the restaurant and show the QR image. The restaurant
will scan the QR for validation.
i. Restaurant’s admin will be able to view the guest information and the meal details
and validity.
ii. Restaurant admin will verify the guest information by asking for their name. If the
name does not match, admin can update the name to update the profile.
iii. Restaurant admin will update the profile as per the consumption of the guest.
5. At the end of the event, restaurant can raise demand to Dubai Duty Free against the number of
vouchers used by the Athletes, Officials and Sponsors. The system will generate a comprehensive
report for everything with date and time stamp.
RSVP MODULE WORKFLOW
1. Super Admin will have access to create user types with different privileges:
a. Super Admin: Super admin has the option to create other super admin accounts. Super
admin has complete access over the system.
b. Admin (Gatekeepers): The Gatekeepers will do the validation on the day of the event.
He/she will be in charge of scanning the guests’ QR images, validating the passes and
checking them in.
2. The RSVP module will be divided into two classes:

a. General VIPs
b. Special Cases – VIPs who can distribute the invites to multiple attendees.
3. GENERAL VIPs
a. Admin will upload the list of email addresses of the sponsors they need to invite (there
will be a predefined template for import).
b. The sponsors will automatically receive an email invitation (approved template design by
the client) for RSVP purposes wherein the sponsor can accept or decline.
i. If the sponsor accepts, he/she will be redirected to the registration form wherein
he/she needs to fill out his/her personal information (fields to be confirmed by
client). Note: sponsors can only use the email ID that was registered on the system
database.
ii. If the sponsor declines, he/she will be redirected to a form wherein he/she will
state the reason for decline.
4. SPECIAL CASES
a. The invitation will have to be done one by one. The super admin will enter the email ID of
the point of contact and will specify the limit of invitations he/she can distribute.
b. The point of contact will then receive an email invitation (RSVP) wherein he/she can
accept or decline. The same condition from General VIPs applies to the point of contact’s
acceptance or refusal to attend.
c. Along with the point of contact’s email invitation will be a special note and a unique link.
The note states that their organization is qualified for a number of passes that he/she can
distribute within the organization. The link can only be used as much as the limit that was
set by the super admin before sending the RSVP.
5. The responses will be displayed into two separate tables (General VIPs and Special Cases) for
super admin’s review. The super admin will have the access to:
a. Filter the responses.
b. Assign seating. Upon assignment, the guest will receive an email confirmation with the
QR image that he/she will present on the day of the event for entry. Along with the QR
Image are the details of the event and a note that states that the guest must present an
ID for verification.
c. Generate reports for all the entries and attendance record.
6. On the day of the event, the guest will present the QR image and an ID to the gatekeeper. The
gatekeeper will validate by scanning the code.
a. Upon confirmation, the gatekeeper will allow the guest to enter the premise and
someone will assist him/her to get to his/her seat. The gatekeeper will then confirm the
attendance and the system will automatically mark the guest as “checked-in”.
b. In case that the attendee’s ID does not match with the registered name (example
scenario: the attendee is referred by the actual sponsor to attend on his behalf), Dubai
Duty Free must set some protocol so the gatekeeper can take action accordingly.
Out of Scope
• Maintain the Infrastructure, Networking and security.

• Any new requirements that are not mentioned in the statement of work and may affect the time
of execution.
• Any data entry activities.
Dependencies
Readiness of the integration layer for the following:

• Integration with any database within your entity
• Integration with your location system
• Remote access using team viewer and VPN
Risk
• Failure to receive prompt official approvals

• Changing the requirements after gathering the analysis as it could delay the work.
• Unstable production environment.
• low hardware specification.
• Parallel software testing failure on behalf of the client.
Assumptions
• Hifive to propose the feasible staging and production environment.

• Access rights to the required data including email configurations (SMTP, Port, Email, Password
and SSL)
• Audit & Logging
• Dubai Duty Free will be able to add as many contents with all details without limitations
• UI and UX will be submitted before the implementation through prototype to avoid changes.
3.3 Project Deliverables
All documents, software releases and all other project deliverables will go through a sign-off process
agreed with the client’s representatives.
Our PM will be responsible for the following deliverables:
1. Statement of Work
2. Project Charter
3. Project Work Plan
4. Project Organization Chart including Roles and Responsibilities
5. Requirements document
6. Functional Specification
7. Detailed system design
8. Inception Report
9. Progress Report
10. Test cases
11. Deployment document
12. Source Code files
13. Draft Final Report
14. Release note
15. Product manuals
16. Training Documents
17. Risk Management Plan
18. Quality Management Plan
19. Weekly and Monthly Status Reporting
20. Issues Log
3.4 Project Roles and Responsibilities
We will work using our client’s guidelines to build their solutions with the best methodology whereby
each progress would be displayed and will have iteration life cycle to ensure the best deliverables.
We will define the entire

Project
scoping
We will plan the milestones Hifive project Client's Project

and deliverables Manager Manager
Requirement
Main Features Gathering Implementation Coordinating
Documentation Meeting
Necessities Training
and Approvals Arrangement
IT Dept.
UX Design Suggestions
Integration
Agile Business Implementation

Methodology Iimprovement Plan
3.5 Project Effort Estimates and Schedules
Descriptions Steps
1 System development project

1.1 Start project
1.2 Initiation phase
1.2.1 Develop project charter
1.2.2 Project charter approved
1.3 Planning phase
1.3.1 Products activities
1.3.1.1 Manage scope definition
1.3.1.1.1 Create scope document
Analysis
1.3.1.1.2 Scope document approved
1.3.1.2 Manage requirements gathering
1.3.1.2.1 Prepare research instruments
1.3.1.2.2 Interview users
1.3.1.2.3 Interview Management
1.3.1.2.4 Draft requirements document
1.3.1.2.5 Review requirements document
1.3.1.2.6 Revise requirements document
1.3.1.2.7 Requirements document approved
1.4. Design product
1.4.1 Design UX and UI
1.4.2 Design objects for all modules
1.4.2.1 Design workflow
1.4.2.2 Design rules
Designing 1.4.2.3 Design middle tier
1.4.2.4 Design database
1.4.2.5 Design connectivity with other systems
1.4.2.6 Design permissions
1.4.2.7 Product design approved
1.5 Develop the System & Applications
1.5.1 Develop UI
1.5.2 Develop objects
1.5.3 Develop workflow
1.5.4 Develop rules and security
Development and 1.5.5 Develop middle tier
coding 1.5.6 Develop database
1.5.7 Develop Network
1.5.8 Develop permissions
1.5.9 Develop integration Webservices
1.5.10 Develop payment integration scripts
1.5.11 Develop payment integration scripts
1.6 Execute tests
1.6.1 Execute manual tests
1.6.2 Execute automated tests
1.6.3 Execute beta test
Quality assurance 1.6.4 Execute user acceptance test
Testing 1.7 Analyze test results
1.7.1 Compile test statistics
1.7.2 Build approved by QA
1.7.3 Version finalized
1.7.4 Version approved for deployment
1.8.1 Schedule user training
1.8.2 Schedule DEMO training
Implementation 1.8.3 Notify Change Control
and feedback 1.8.4 Install software on Web server
1.8.5 Install software on domain
1.8.6 Conduct verification tests
1.9.1 Confirm successful rollout

Project handover
1.9.2 Project launch
3.6 Project Status Reporting
Our PM will be responsible for the submission of project status report to the client. These reports will
be submitted on a regular basis as required by the client with the following objectives:
1. Improving communications across organization

2. Simplifying communication process
3. Keeping stakeholders informed
4. Delivering key messages to intended target audience
5. Improving organizational support for client’s projects or client’s team
The reports will highlight the following:
1. Presentation of the project status report

2. Complete overview
3. Status of the work performed
4. Milestone tracking
5. A target-actual comparison of work and cost
6. Risk matrix
7. Listing the relevant decisions
These reports will be presented during a planned meeting with the concerned department of the client.
When preparing the status report, we follow the Traffic Light Approach. This approach has been
proven useful in our experience to quickly allow client to focus on the critical points.
All milestones are listed down in the report and they are assigned a color (Red, Yellow, Green),
whereby,
Represents a milestone or a task requiring urgent attention
RED Task Not Completed
from the client. This may cause halt to the ongoing work
Represents a milestone or a task may cause a minor delay in Task Partially
Yellow
the future, there would require approval for action. Completed/ In Progress
Green Represents a task which is completed with any interruption Task Completed
3.7 Project Initiation Activities
Hifive will follow a standard working model of Project Life Cycle while undertaking the client’s
requirement. Here we will design a schedule for the project and define the various milestones
associated with it.
Hifive’s PM will be in a regular meeting with the client’s PM to gather the business requirements and
at the same time, recruiting the right mix of individuals with relevant experience to carry out these
requirements in the later stage.
We will anchor the project at the outset by providing it with the following structure:
1. Business Case
We will define a business case which will be used to explain the reason for starting a project. The business
case will show how the use of financial and other resources are in support of the client’s requirement.
The main objective of this will be to highlight the bottlenecks of the project.
Ideally, the business case should be easy to understand, clear, logical and relevant. The key aspects need
to be tracked and measured and justified. There also must be accountability and commitment for the
delivery and costs involved.
The business case will target the following factors, necessary for successful delivery:
1. Executive briefing, which includes what the project is, what the results of that project will be and
why it should be undertaken
2. Introduction explaining the business drivers, scope of the project and financials
3. Analysis with assumptions, what the costs and benefits will be, including risk
4. Conclusion noting what the next steps will be
2. Feasibility Study
Once the business case has been approved, the next step will be taking a feasibility study, which will
document potential solutions to the opportunity or business problem that the project is proposed to
address. It directs you to the right way to approach the project.
We will research the opportunity and prepare the necessary document that is required to carry out the
project. It will also identify any other solutions, if available. Risks and issues will be outlined at this time,
as well as what the proposed solution to each will be if they occur.
3. Project Charter
A project charter will outline the purpose for the project and how it will be structured and executed. In
it, the vision, objectives, scope and deliverables for the project will be all detailed. Responsibilities for
the project team and stakeholders will also be described.
This will help to identify the project vision and objectives clearly. It will define the scope of the project
and lists all the deliverables.
The project charter will also list the roles and responsibilities of the project team and identify the
project’s customers and stakeholders. It is at this point that the project is organized structurally,
documenting the project plan and listing all risks, issues and assumptions.
4. Assemble a Team
A team of professional experts will be deployed to carry the various tasks highlighted in the Project
Charter. This team of experts will be appointed based on the requirements of the project. Hifive’s PM
will assign the jobs and responsibility of everyone to ensure smooth operation. These Individuals will
report directly to the Hifive’s PM and communication to the client, will be relayed by the PM. This is to
ensure a single source of information without any alteration.
5. Set up the Project Office
This step is required when the development is carried out from the client’s office. Dubai Duty Free will
assign a physical space in their premise or work site where the project manager and support staff will
be located during the project. This site will host all communications infrastructure and whatever tech is
needed for the project.
Hifive Solutions will be responsible to make sure that the infrastructure there is properly set up with the
right project management office tools and equipment. If the set-up is not optimum for development,
then we will propose the infrastructure to the client. Client will be responsible for ensuring the right
environment.
6. Review the Initiation Phase
Hifive team will constantly review all processes to make sure no steps were missed, which are critical to
the success of the project. We will prepare a checklist of all the work that has been done so far and the
progress will be reviewed by the client in regular intervals. Only after the approval at each stage, we
will move ahead to the next phase.
4. Annexure
4.1 Project Quality Assurance Activities
The aim of Hifive Solutions when undertaking any project is to ensure Quality service deliverables even.
We believe in high quality service to be the backbone of a strong long-term relations. We take pride in
the achievements of our clients and privileged to be part of this achievement.
In order to ensure the high-grade quality, we invest in professional resources with ample experience
and analytical skills that conforms to the requirements of the project. Our model of Quality Assurance
(QA) focuses on the processes utilized in the project efficiently to generate quality project deliverables.
It includes the following meeting standards, progressive enhancing project work and eliminating
project defects.
Take
measures to
improve
Analyze the Identify a

assessment problem
area
QA
Process
Compare Identify
results indicators
Prepare
criteria
Hifive team executes various QA activities to view the quality requirements, audit the results of control
measurements and analyze quality performance in order to make sure that right quality standards and
procedures are appropriately applied within the project. Following are the activities that we undertake
to ensure high quality of work:
1) Develop a Quality Assurance Plan

We will plan the overall process for assuring quality. Its purpose will be to formulate a Quality
Assurance plan template which is a highly efficient tool to assure quality in a project and surveil
problems and drawbacks that may come up during the project execution process. The quality
team will utilize a plan to do the rest of the Quality Assurance activities, such as Audit and
Analysis.
2) Audit Project Quality

We will execute a project quality audit to show the missing or inefficient policies, procedures and
processes that decreases quality levels and increases the probability of project failure. During a
supervised standard quality audit session under Project Manager we will review quality metrics
such as defect frequency, budget deviation, failure rate, on-time performance, and gauge project
activities against the quality baseline.
3) Analyze Project Quality

We will analyze the quality of the project to inspect and investigate a project activity and
recognize what would improve the activity’s value.
We will examine all the problems encountered, deviations in constraints, and any tasks and
processes that provide value. It will involve fit analysis, root cause analysis, techniques for
recognizing and resolving issues, and techniques for formulating corrective actions.
4) Review Project Activities

Once the Quality Audit and Analyses are executed the next step would be to introduce the
recommended changes in project processes through project process review. This will complete
the Quality Assurance process cycle.
5) Project Quality Assurance Techniques
Hifive’s PM will oversee the testing and evaluation phase of the deliverables. The Project
Manager is expected to direct and offer inputs to the design of the quality control system that
will check ongoing production. We use the following techniques:
a. Cause/Effect Matrix
b. Brainstorming
c. Synectic
d. Process Mapping
Here are the practices that we implement in order to extract the highest quality out of any given
project:
1) Creating a Robust Testing Environment

2) Selecting release criteria carefully
3) Applying automated testing to high-risk areas to save money. It helps to fasten the entire process.
4) Allocating Time Appropriately for each process
5) Prioritizing bugs fixes based on software usage
6) Employing dedicated security and performance testing team
7) Simulating customer accounts like a production environment
4.2 Service Quality Plan
Support Services Management
The Support Services will be rendered through a managed support structure which will provide:
A multi-tier personnel structure ensuring that all available skills are put in use to address the support
issue and provide quality assurance of the service delivered.
Team based approach negates the risk of having a single point of failure.
Combined technical and business expertise to ensure best practices are followed.
Strict control procedures for changes to software
Availability of additional knowledgeable resources should the need arise – including those on other
projects if the severity and complexity of the issue demands it.
Ensuring continuity of support by providing a larger knowledgeable team.
Service Level Agreement (For Support Issues only)
09.00 – 17.00 hours UAE Time for UAE within the Events – All severities are going to considered as
critical and high.
Service Severity 1 Severity2 Severity 3 Severity 4 (Low)
Description (Critical) (High) (Medium)
Business Inability to use The The application The application is

and the application application is is usable usable without
financial (i.e. It is down) usable, but without some one function that
exposure resulting in a severely functions that is not critical to
critical impact impacted or are not critical the overall
on operations major/critical to the overall operation or with
or business functionalities operation an alternative
severely cannot be operation
affected used process/procedure
Initial
Response 30 Minutes 30 Minutes 2 Hours 4 Hours
Time
Maximum
Response 60 Minutes 2 Hours 4 Hours 8 Hours
Time
Resolution 8 Business 16 Business 24-48 Business
96 Business Hours
Time Hours Hours Hours
We assort the nature of support under 3 broad categories, namely, Severity 1, Severity 2 and Severity
3. Whereby, Severity 1, is a type of support that requires priority of highest level and is required to be
mitigated as early as humanly possible. Severity 3 requires priority of a low level and is an issue that
need not be resolved right away but eventually.
Severity 1: Produces a high priority situation in which those components of the Covered Scope that
are available to the general public are inoperable or fail catastrophically.
1. RESPONSE: Dubai Duty Free shall notify Hifive via email (info@hifive.ae) or phone (+97142955773)
of the Severity 1 problem.
2. Hifive Solutions will provide a response by a qualified member of its personnel to begin to diagnose
and to correct a Severity 1 problem as soon as reasonably possible during regular business hours
09:00 to 18:00 Gulf Standard Time, Saturday to Thursday and excluding statutory UAE holidays.
3. Hifive Solutions will respond via email to the “Authorized Duty Free’s Contacts” within one (1) hour
if the issue is reported during the support hours listed above, or the next day if reported outside of
support hours, to provide a status update on the resolution process.
4. Hifive Solutions will exercise best efforts to resolve Severity 1 problems as soon as possible.
5. The resolution to the Severity 1 problem will be delivered as a resumption of operation of the
Covered Scope.
6. Hifive Solutions will email the Authorized Dubai Duty Free’s Contacts, to notify them when the
Covered Scope is operational again and to identify any related Severity 2 or Severity 3 issues that
were part of the original problem or which were introduced as a workaround or emergency fix to
remedy the Severity 1 issue.
7. Hifive Solutions may, if required, revert to a previous backup of Dubai Duty Free data to resolve a
Severity 1 issue that results from incorrect or corrupt data. In no case shall Hifive Infocraft be held
responsible for data loss that may occur when reverting to a previous data backup when it is
necessary to resolve a Severity 1 issue.
Severity 2: Produces a high priority situation in which the performance (throughput or response) of
the Covered Scope degrades substantially under reasonable loads, such that there is a severe impact
on use; the Covered Scope is usable, but materially incomplete; one or more functions or commands
is inoperable; or the use is otherwise significantly impacted.
1. RESPONSE: Dubai Duty Free shall notify Hifive Solutions via email (info@hifive.ae) or phone
(+97142955773) of the Severity 2 problem.
2. Hifive Solutions will provide a response by a qualified member of its personnel to begin to diagnose
and to correct a Severity 1 problem as soon as reasonably possible during regular business hours
09:00 to 18:00 Gulf Standard Time, Saturday to Thursday and excluding statutory UAE holidays.
3. Hifive Solutions will respond via email to the “Authorized Dubai Duty Free’s Contacts” within four
(4) hours if the issue is reported during regular business hours (see above), or the next business day
if reported outside business hours, to provide a status update on the status of the resolution
process.
4. Hifive Solutions will exercise best efforts to resolve Severity 2 problems within five (5) business
days.
5. The resolution to the Severity 2 problem will be delivered to the client as a workaround, or as a
software code patch to the Covered Scope, or as a configuration change to the web server hosting
the Portal. Those issues which are applicable to users of the Portal other than the client will be filed
in the public issue tracking system and the fixes applied to the next release of the Covered Scope.
6. Hifive Solutions will email the Authorized Dubai Duty Free’s Contacts to notify them when work to
rectify the Severity 2 issue has been completed, and to detail any Severity 3 issues that were part
of the original problem or which were introduced as a workaround or emergency fix to remedy the
Severity 2 issue.
Severity 3: Produces an inconvenient situation in which the Covered Scope is usable but does not
provide a function in the most convenient or expeditious manner, and the user suffers little or no
significant impact.
1. RESPONSE: Hifive Solutions will exercise best efforts to resolve Severity 3 problems in the next
public release of the Covered Scope.
2. Hifive Solutions may, at its discretion, apply a software patch to the Covered Scope to resolve a
Severity 3 issues prior to the next public software release.
3. As per the articulation in the contract, Dubai Duty Free also has the option to compensate Hifive
Solutions on a time and materials basis to develop and apply a prerelease fix for the Severity 3
problem. In such instances, those issues which Hifive Solutions deems applicable to users of the
Covered Scope other than the client will be filed in the public issue tracking system and the fixes
applied to the next public release of the Covered Scope.
5. After Sale Support
5.1 Annual Maintenance
Warranty will be for 1 year from the date of deployment. Warranty will cover fixing of any bug related
to the component that would have been developed and tested and deployed.
For further maintenance, Dubai Duty Free may sign an Annual Maintenance Contract with Hifive
Solutions to ensure, regular maintenance of the system and uninterrupted service.
Maintenance cost is included in the commercial section below.
5.2 Knowledge Transfer
We strongly adhere to the principal that knowledge transfer is not a task, but rather a process that
embeds the intent to empower users through a combination of ad-hoc and formal activities to transfer
knowledge from the consultants to Dubai Duty Free. We believe that knowledge transfer like quality
management should underlie every engagement between the Vendor and the client. That is,
1. All activities performed by Hifive shall be documented (for reference by the client’s personnel)
2. All activities shall involve the shadowing of client’s personnel providing “field” experience with
working on the system.
3. All issues and respective resolutions are documented and available for later reference.
While Hifive Solutions leverages several methods to transfer the knowledge – we also believe that the
most efficient and proven method involves “train-the-trainer” approach which allows the client’s
personnel to train other users as the client’s personnel better understand the organizational culture.
Furthermore, this is more cost-effective solution as internal resources are engaged in the knowledge
transfer process. Other than the “train-the-trainer” approach, RPC leverages the following initiative in
the knowledge transfer process:
 Transactional processing – sitting with users in submitting transactions via the system correcting any
issues live. This has proven a highly effective method and allows Hifive’s personnel to identify training
gaps.
 Business process understanding – Hifive personnel together with the Super Users can transfer
knowledge of the respective processes through existing flow-diagrams. This has proved especially
useful in imparting a high-level / big-picture view of the inter-dependencies of activities performed
on the system.
 Master data dependencies – This is limited to the technical team and discusses the overall data model
used to implement the system.
 Integration Points training – This presents the interfaces between the Oracle System and other
systems including the points at which these systems integrate allowing the client’s personnel to
better identify and resolve issues.
 Continuing online communication and collaboration about tips and tricks
 Ad hoc troubleshooting meetings with the client’s Support Team
6. Commercial Charges
Hifive Solutions will offer its dedicated services to Dubai Duty Free throughout the project. The breakdown
for cost is as follows:
Description Duration
Analysis and Requirement Gathering 01
UX/UI Design 03
Development 23
Testing and Quality Assurance 02
Implementation and Handover 01
Total 30 Working Days
Description Cost
Option A: Lifetime Usage with free one year AMC:

AED 65,000
Custom System Development (without source code)
Option B: Lifetime Usage with free one year AMC:
AED 90,000
Custom System Development (with source code)
Note:
- As part of AMC, all change requests and debugging will be assessed. Minor changes and
debugging will be free of cost and major changes will be billed separately.
Server Charges
Description Cost per Month
VPS, RAM: 32GB, Temporary Storage: 678GB, 4

USD 400
Cores
Associated Third Party Charges
Description Cost
Apple 10.2" iPad Wi-Fi + Cellular 32GB AED 1,879

Note: Price may change depending on the quantity. Quantity will be based on the number of
admins (restaurant’s admin and event gatekeepers). Dubai Duty Free has the right to purchase
from another supplier.
Annual Maintenance of the System
Description Cost
Annual Maintenance Charges (Optional after the

AED 12,000
first free year)
Maintenance consists of 12 hours of dedicated support per month. (Non-Transferable
to another month).
Training for Client’s Team
Description Cost
Training Charges FREE

We will train the trainers and provide 2 sessions for the training. Any additional session will be
billed AED 1,000/session.
7. Payment Terms & Conditions
Hifive Solutions accepts the following payment terms to ensure best service and support and we are
flexible for the client terms if this does not meet theirs:
- First Payment : 50% on Contract Signing
- Second Payment : 25% after Design Approval
- Final Payment : 25% at Project Sign-Off

2021 - 0101 - Software Development (Dubai Duty Free) 1

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Document Ref: 2021 – 0101 v1.

3 (Technical & Commercial)

Proposal: Software Development

Client: Dubai Duty Free

Prepared By: Joshua Nathaniel Quilatan

1. Executive Summary ....................................................................................................................... 2

3. Mobile Application Development

4. E-commerce Solution – Website and Mobile Apps

6. System Development and Workflow Automation

7. Software Solutions & Integrations

TESTING AND IMPLEMENTATION

• Analysis of the Requirements

• Programming and Approval

• Testing and Quality Assurance

• Maintenance and Support

1. Customized System for the following users:

3.2.1 Customized Solution

2. e-Voucher Module will be divided into two classes:

3. ATHLETES AND OFFICIALS

2. The RSVP module will be divided into two classes:

• Maintain the Infrastructure, Networking and security.

Readiness of the integration layer for the following:

• Failure to receive prompt official approvals

• Hifive to propose the feasible staging and production environment.

Our PM will be responsible for the following deliverables:

We will define the entire

We will plan the milestones Hifive project Client's Project

Agile Business Implementation

1 System development project

1.9.1 Confirm successful rollout

1. Improving communications across organization

The reports will highlight the following:

1. Presentation of the project status report

3.7 Project Initiation Activities

5. Set up the Project Office

Analyze the Identify a

1) Develop a Quality Assurance Plan

2) Audit Project Quality

3) Analyze Project Quality

4) Review Project Activities

1) Creating a Robust Testing Environment

Service Level Agreement (For Support Issues only)

Business Inability to use The The application The application is

Maintenance cost is included in the commercial section below.

Analysis and Requirement Gathering 01

Testing and Quality Assurance 02

Implementation and Handover 01

Total 30 Working Days

Option A: Lifetime Usage with free one year AMC:

Description Cost per Month

VPS, RAM: 32GB, Temporary Storage: 678GB, 4

Associated Third Party Charges

Apple 10.2" iPad Wi-Fi + Cellular 32GB AED 1,879

Annual Maintenance of the System

Annual Maintenance Charges (Optional after the

Training for Client’s Team

Training Charges FREE

- First Payment : 50% on Contract Signing

- Second Payment : 25% after Design Approval

- Final Payment : 25% at Project Sign-Off

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