PROPOSAL

WARRANTY, SUPPORT &

MAINTENANCE

YOUR INTELLIGENT DIGITAL

TRANSFORMATION PARTNER

MINISTRY OF MUNICIPALITY AND

ENVIRONMENT
WARRANTY, SUPPORT &
MAINTENANCE
Contents
1. Warranty .................................................................................................................................................... 2
2. Day to Day On-Site Operations.............................................................................................................. 3
3. Support and Maintenance - SLA............................................................................................................ 3
3.1 Introduction ................................................................................................................................. 3
3.1.1 Executive Summary .................................................................................................................................... 3

3.1.2 Professional and highly experienced Engineers .................................................................................. 4

3.1.3 Understanding of Requirements ............................................................................................................. 4

3.1.4 Support Service System Application ....................................................................................................... 4

3.1.5 Internal Service Quality Assurance ......................................................................................................... 5

3.2 Why Netways Support ............................................................................................................... 5

3.3 Netways Support Policy, Goals and Objectives .................................................................... 6
3.4 General Conditions ..................................................................................................................... 6
3.5 Service Level Agreement ........................................................................................................... 6
3.5.1 Summary ....................................................................................................................................................... 6

3.5.2 Goals and Objectives.................................................................................................................................. 7

3.5.3 Service delivery methods .......................................................................................................................... 7

3.5.4 Service Scope ............................................................................................................................................... 7

3.5.5 Service availability ...................................................................................................................................... 8

3.5.6 Incident categories and Response time................................................................................................. 8

3.6 Customer Roles and Responsibilities .................................................................................... 10

3.7 Netways Roles and Responsibilities ...................................................................................... 11
3.8 Support Process Flow ............................................................................................................... 11
3.9 Escalation Process ..................................................................................................................... 12
3.10 Support Channels................................................................................................................ 12
4. Bill of Quantity ........................................................................................................................................ 13
Terms & Conditions .......................................................................................................................... 14
Terms of Payment .............................................................................................................................. 14

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 1. Warranty
1- Netways warrants the solution as supplied under the Contract are
new/latest version and as requested by MME, and that they incorporate
all recent improvements in design and materials as per industry norms
and standards.
2- Netways will provides Comprehensive Warranty Period for the duration
of twelve months, commencing from the date when the system
approved by Business Users in concerned Department as per the SOW
from MME, and goes “live” i.e. (‘go-live’ + 12 months). The warranty
includes the entire System supplied with no defect arising from design or
workmanship or from any act or omission of Netways, which may
develop under normal use of the supplied Systems.
3- Netways shall, within the warranty period and with all reasonable
speed/minimal downtime, repair or replace the defective Systems,
without costs to MME and within time specified and acceptable to MME.
4- During the Comprehensive Warranty period, Netways will provide all
documentation updates, patches/ fixes, version upgrades and new
software version releases within 7 days of their availability and should
carry out installation and operationalization of the same at no additional
cost to MME.
5- Netways represents and warrants that the solution as delivered does not
and will not infringe any Intellectual Property Rights held by any third
party and that it has all necessary rights.
6- The Systems represent a complete solution meeting MME’s requirement
and will provide the functionality and performance, as per the terms and
conditions under the contract.
7- Netways accepts the responsibility for the successful implementation
and integration of all the Products under the total solution, provided
under the Contract.
8- The Systems’ specifications, capabilities and performance characteristics
should be as per the contract; and Netways will make all required
modifications to systems to meet changes inbusiness requirements with
no extra cost.
9- Netways will be responsible for warranty services from subcontracted
third-party producers or licensers of Products included in the Systems.
10- Netways unconditionally undertakes to ensure the maintenance of the
acceptance criterion/standards in respect of the systems during the
warranty period.

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 2. Day to Day On-Site Operations
• Execute day to day tasks and maintain a high-performing system.
• Provide support to those new to the platform and develop their skills and
capabilities.
• Document processes and development requirements.
• Support of the application including fixing application issues

3. Support and Maintenance - SLA

3.1 Introduction
Netways assures that the proposed approach will provide a reliable and efficient service.
Netways is going to utilize efficient, qualified, and highly experienced Engineers to fulfill the
services offered to their customers and achieve the best results, which usually even exceed
the expectations.
3.1.1 Executive Summary
Due to modern applications requirements diversities, customers are facing big challenges in
maintaining internal competencies and skills to provide IT supports. Netways provides a large
pool of highly certified resources to become a part of your IT team having wide range of
technical skills varying from Networking, Security, Infrastructure, Active Directory, Exchange,
Enterprise voice, Document Management, Workflows, Application development, SharePoint,
CRM, ERP, Artificial Intelligent, Data Analytics, IoT… whether on premise or on Cloud.
Netways-on-demand is a concept that allows companies to lower their operation cost and
increase their efficiency and performance.
Netways provides a Service level Agreement SLA to ensure that all components and
commitments are in place to provide optimal service performance for the business functions
in the most efficient and timely manner to fulfill their requirements.

Break and Fix

Proposed Solution necessary Patching

Continues Knowledge Transfer

Incident Resolution

Technical Support Contact

Customer Care Portal Account

Email Support

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 Phone Support

Quarterly Health Check

SLA

KPI

Monthly Reports

Escalation Process
3.1.2 Professional and highly experienced Engineers

Netways policy in recruitment is “As we choose our employees carefully also our employees
choose us carefully”. Netways has a group of professionals and experienced engineers who
work in a harmony and putting customer satisfaction as their higher goal.
Netways strong technical support team comprises experienced and professional system
engineers, analysts, QA, and developers, who are trained, certified, and always up to date with
the latest technology of the software and hardware products that we are supporting at our
customer sites. They are well trained to deal with customers and manipulating support cases
till they are resolved to the satisfaction of the customer. All Support Engineers are Microsoft
Certified and recognized as an expert in their competence area.
3.1.3 Understanding of Requirements

1. Problem Solving Services: Proactive and Reactive support and maintenance services.
2. Consulting Services: Consultation service for the deployed products and solutions.
3.1.4 Support Service System Application

Netways uses Microsoft Dynamic CRM as solution for tracking and documenting support cases.
Netways utilize Help desk Application to keep close track of Helpdesk performance through a
series of statistical reports that identify number of cases, cases’ status, average and maximum
response time, resolution time, down time, waiting times, assignee engineer, etc... Which of
course help us to monitor our service performance and guarantee that we are committed to
our SLA with the customers.
https://support.netways.com

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 3.1.5 Internal Service Quality Assurance

All support cases are monitored by Netways Technical Manager and Technical Support Team
leader for assuring that an efficient, tested, and accurate solution has delivered to the
customer.
Continual and regular following up with the customer to make sure that the proposed solution
has accurately fixed any problem.

3.2 Why Netways Support

Transparent Agreement
We provide a transparent IT support service, and we are more than happy to
explain the services we provide and state what is included in our service costs.

Attitude to Customer Services

One of our goals is to provide service and support exactly as the customer needs
and expects along with a positive attitude.

Scalability
As the needs of your business change, we have the flexibility to scale support
capabilities up as needed to be integral to the success of your business.

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 Accreditations
We have accreditations to our name in the market based on long portfolio
full of mega projects executed at huge corporates in different regions
followed by great feedbacks on our service.

Swift Response Time

It is important to choose who can respond to your queries within a reasonable
time frame and we are offering that with pleasure and guarantee to resolve your
problems within a specific time frame based on your chosen type of support.

3.3 Netways Support Policy, Goals and Objectives

Netways Technical Support is part of the Netways Research & Development organization.
Our goals and objectives are:
1-To direct customers to the most suitably qualified Technical Support Specialist in the
shortest time possible.
2-To encourage customers to use our solutions efficiently.
3- To provide a centralized repository and a 360 degree of customer information to be
available to any Netways Technical Support Specialist and Services Representative when
assisting our customers

3.4 General Conditions

1- Any request to add or make modifications to the functionality of an existing solution is

covered by consuming the inventory of hours.
2- In order to maintain a stable system with proper governance, Customer shall inform
Netways for any attempt to correct errors in the Solution, alter or modify any
programming code, install any software, updates or program on the working environment
of the solution.
3- Netways provides a warranty of 1 year for the solutions developed by Netways.
4- Customer may refer to the detailed support agreement located at:
https://support.netways.com

3.5 Service Level Agreement

3.5.1 Summary

This Agreement represents a Service Level Agreement to support and maintain

System/Solution during support agreement period and considered a baseline SLA for
future mutual agreement between Netways and the customer. This baseline SLA is
considered valid until updated by a new revised agreement mutually endorsed by the
stakeholders and all parties involved in this agreement.

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3.5.2 Goals and Objectives

1- To create an environment which is conducive to a co-operative relationship

between Netways and the customer to ensure the effective support of end users
2- To ensure that all components and commitments are in place to provide optimal
service performance for the business function.
3- To ensure that Netways achieves the provision of a high quality of service to
maintain business requirements with the full support of the customer.
3.5.3 Service delivery methods

Through Phone call, E-Mail, remote sessions, and Customer Portal for Severity 2 and 3
support cases and site visits for cases Severity 1 in cases that other methods are not
available or could not solve the problem promptly.
3.5.4 Service Scope

1. Netways shall provide break/fix support from problems with specific symptoms
encountered while using the products/solutions deployed by Netways in a production
environment which is under maintenance contract period, where there is a reasonable
expectation that the problem is caused by these products. If a problem consists of
subordinate issues, each shall be considered a separate incident
2. Providing references and advice for functional requirements when required from
Customer (How-To Support cases).
3. Netways shall provide the support as per call basis during the business working
days/hours except the Severity 1 cases which can be served via remote sessions or
onsite visit.
4. Netways shall provide the support as per the stated under “Incident Categories and
Response Time”
5. Maintenance, Health check and Performance checks every quarter during the
tenure of the contract.
6. Netways shall provide the KPIs and Reports on Monthly basis.

Corrective maintenance - Defined as activities associated with root-cause analysis and

bug-fix isolation and resolution:
Root-cause analysis —Analysis of the root causes of problems. Problems will be
reviewed to determine their root causes, measures will be taken to correct the sources
of the problems, and reports will be prepared and distributed in a timely fashion. In
case the cause was due to a misuse from Customer, the time spent on the analysis and
investigation will be deducted from the time inventory provided under this agreement.
Bug fixes —defined as the emergency repair of a Solution behavior that does not
comply with the current signed and approved Solution specifications. This includes

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 Solution errors, "hung" or halted screens, or unexpected results within the Solution
that render it unusable for the purpose of which it was designed.
Minor Enhancements - Upon identifying an enhancement to an existing Solution, the
Service provider will estimate the time needed to accomplish such enhancement and
inform Customer. Upon Customer’s approval on such estimate, the service provider
will schedule the enhancement work for execution, and the time spent will be
deducted from the inventory hours provided under this agreement.
3.5.5 Service availability

For Mission Critical & Urgent cases:

- Telephone support 24/7
- Remote assistance: 24/7
- Onsite assistance guaranteed within 1 hour.
For Fault (with a workaround) & Inconvenient case:
- Telephone support: 7:00 A.M. to 7:00 P.M from Sunday to Thursday.
- Email support: Monitored from 7:00 A.M. to 7:00 P.M from Sunday to Thursday.
- Remote assistance: 7:00 A.M. to 7:00 P.M from Sunday to Thursday (For Break-Fix
support cases only).
- Customer Care Portal: Monitored from 7:00 A.M. to 7:00 P.M from Sunday to
Thursday.
3.5.6 Incident categories and Response time

Severity Priority Response Resolution

Case
Level Category Time Time
1 Mission This category covers any fault in 30 60 minutes
Critical the application or service that minutes or less
results in unscheduled downtime or less
of the minimum operational
system or that prevents the
organization from carrying out
any planned workload that is
critical to its business.
• Complete loss of functionality or
service or system or application is
down
• Use of the production systems
or application has stopped or
been severely impacted to the
point that users cannot continue
to work even after restarts.
• Stoppage of a mission critical
processes

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 • User identified software
bugs/patches which are related
to mission critical issues
• Critical
System/service/application
failure
• System crashes or repeated
crashes after restart attempts
• Any integration Related issues
System restoration is to be
achieved as soon as possible for
these issues to minimize impacts
on Business
2 Urgent This category covers faults that 60 2 hours or
have a major impact on the minutes less
application or service but does or less
not stop the organization carrying
out its planned workload and do
not result in Unscheduled
Downtime of the minimum
operational system.
• Severe loss of service
• Important features or
functionality is unavailable with
no acceptable work around
• Operations can continue but are
restricted
• User identified software
bugs/patches which are not
related to mission critical issues
• System/service/application
failure on key reports – wherever
applicable
• Major performance issues
System restoration is to be
achieved as soon as possible for
these issues to minimize impacts
on Business
3 Fault (with a This category covers faults that 2 hours or 4 hours or
workaround) are inconvenient for the Users less less
but can be endured for a while
and do not disrupt the planned
workload and do not result in
Unscheduled Downtime of the
minimum operational system.

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 • Key functionality is unavailable,
but a customer acceptable
workaround exists and is being
used or the functionality that is
unavailable is non-critical
• A small number of users are
affected, or the users are in a non-
operational department.
4 Inconvenient This category covers faults that do 4 hours or 8 hours or
not disrupt the planned less less
Application or Service workload
and do not result in unscheduled
downtime and can be worked
around by the Users.
Cosmetic/ Component Failure
Malfunction causing virtually no
impact on Client’s ability to
operate significant business
processes or production. Work-
around or manual process
available

3.6 Customer Roles and Responsibilities

1. Reasonable availability of customer representative(s) when resolving a service-related

incident or request.
2. Give access permissions for allowing remote support when required.
3. Provide, Operating and Maintaining backup software and its associated hardware.
4. Provide a test environment for testing security patches, system updates/fix packs and
application fixes before deploying to production servers.
5. Provide all the facilities required for Netways Outsourced Engineer to do all assigned
tasks efficiently and in time manner.
6. Access to backup files should be restricted and should be stored in a secure storage
location outside the system/solution servers.
7. Customer will be responsible for periodically (monthly) testing the restoration
procedure.
8. Customer should provide Netways with results of Restore (monthly) process on to
test environment with a report signed by the Customer.

Account Representative - Responsible for all contracts under this account, also has
visibility for all tickets submitted related to all contracts. In addition, he can add staff
members to be able to add cases that he should approve to get activated.
Contract - Customer Representative - Responsible for the contracts assigned to him; he
also has visibility to the cases related to those contracts.
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 Customer Staff member - Can only add draft cases that won’t be activated unless
approved by either Account Representative or Contract – Customer Representative.

3.7 Netways Roles and Responsibilities

1. Meeting response times associated with service-related incidents.

2. Appropriate notification to customer for all scheduled maintenance.
3. Provide the root cause of problems and putting guidance to avoid occurring of same
problem in future.
4. Monthly report to be delivered to the customer for closed support cases and all
details for activities done during process life cycle.
5. Putting Backup and restoration plan to be guidance for the customer in case a loss of
data or disaster occurs to Products to restore the service back again.

Contract Owner - Responsible for handling and solving all cases under this contract.
Also, he should be aware of all details of the contract.
Unit Manager - Managing all Contract Owners in his unit and making sure that they are
properly handling all cases related to each contract.
Account Manager - Responsible of making sure that the customer is properly served and
satisfied.
Sales Manager - Responsible of making sure that all account managers are taking good
care of their customers.
Support Team - Responsible to make sure that support process executed as per
customer expectations.

3.8 Support Process Flow

1. Eligible Customer Representative a. New Request

2. Open New Ticket Via Support Portal b. Request Time Estimation
3. Netways Contract Owner Ticket Validation c. Fulfil Request
4. Assessment
5. KPI Consideration
6. Fix
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 7. Customer Close Ticket and Send Feedback

3.9 Escalation Process

Customer can follow Escalation matrix as mentioned below if KPI resolution time exceeded
with no response from customer service representative:

Contract Owner 1 Hours

Unit Manager 2 Hours
Account Manager 4 Hours
Sales Manager 8 Hours
3.10 Support Channels
Netways Customer Care Portal (NCCP)

https://support.netways.com
support@netways.com

Toll free phone +1855NETWAYS Ext. 2444

Gulf Technical Support Call Center: +971 44278333
Qatar Technical Support Number: +974 40170811

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 4. Bill of Quantity
Total Amount
S. No. Description Duration
(QAR)

During Warranty Period - On-Site Operations (1 Year)

On-Site 2 Techno-Functional Consultants

for Support, coding, data fixes, applying
code for bugs, and drafting technical
1 1 Year
documents to meet MME requirements,
gather and implement information for 2,869,600.00
software systems
On-Site 6 Hand-holder Consultants to help
2 MME Team to fully utilize the technology, 1 Year
educate, train, and teach staff

Support and Maintenance – SLA (3 Years)

• Fixing System bugs

• Break and Fix
• Incident Resolution
• Technical Support Contact
• Customer Care Portal Account
• Email Support
1 3 Years 4,805,955.00
• Phone Support
• Quarterly Health Check
• SLA
• KPI Dashboard
• Monthly Reports
• Escalation Process

Total amount 7,719,600

Seven Million Seven Hundred Nineteen Thousand Six Hundred – Qatari Riyals

Optional Item

S. Total Amount
Description Duration
No. (QAR)
Extended Professional Services (Optional) –
1 Man-Day 2,600,000
Remote (2000)

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Terms & Conditions
All above prices are in QAR excluding any taxes, any case any taxes apply during project execution
shall be added over mentioned detailed and total prices.
Terms of Payment
# Delivery Sub-Phase Terms of Payment
On-Site Operations
1 Upon Activation – Monthly Basis 100% (Monthly Basis)
Support and Maintenance – SLA
2 Upon Activation 100%

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