eLearning Clarifications

Support SLAs:

- Need to designate responsible Dev for 24/7 support. – Radovan?

- SLA sanctions – 5% of the monthly support services contract per hour for critical incidents – Radovan?

- This is currently changed:

The Agreement assumes support services will be dealt with on the level of:

 L1 – user support provided by the Client – Done by Country Managers

 L2 – technical support, initial incident analysis, identification of primary causes and
solutions. In the event that the cause cannot be established, the incident is passed on to
the next level of support. In the event that the primary cause does not fall within the
Provider’s responsibility, the incident is returned to the Client with an explanation. –
Done by local IT support
 L3 – technical support, resolution of complicated incidents and dealing with the suppliers
of third parties. – Done by HTSS and tickets include development or bugfixing.
- Uptime Sanctions:

- stress test needed!!

System back-up and recovery plan / Responsible team to be defined. - BDC

Art V – DrMax Service Contract (missing Apendix):

i) provision of operating support services for the GDPR Bus component with no guaranteed
uptime at the price of CZK 9,900 per month. -???? – discutat cu Radovan? (obsolete)

Service Level Agreement document:

 regular inspection of updates of Implemented products, which are part of the E-

LEARNING, at intervals of 4 times a year – de vazut daca s-a discutat?
 regular monitoring of security risks – security and maintenance patches, patch analysis –
Cristi Iorgulis si Stelian Ignat
 assistance during verification of back-ups and disaster recovery plan once a year

No Uptime??

Timeline of Migration document:

eLearning Estimates document:

Non-functional requirements document:

Project Charter document – sent by Radovan:
Security stance for eLearning project – to be defined and clarified.
Deadlines announced at the time I was appointed PM:

- CZE – was supposed to be 01/09 for GoLive, delayed at that point for end of year.
- ROU – intended for 01/10 – actual GoLive on 01/12 because development for country
specific needs was not even 50% done.
- SVK – intended for 01/12 but delayed due to focus on ROU+CZE GoLive, AND
appointment of new Country Manager – Peter Zila.
- POL – intended after SVK – never received a clear date for GoLive – currently we are
waiting for the POL team to provide us with the correct data from HR system to finalize
automatic user import.