CMC SAIGON SYSTEM INTEGRATION, .

LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

SERVICE PROPOSAL
IT USER SUPPORT

Logo Customer ABC

CUSTOMER ABC

Version: 1.0

Issued date: <dd-mm-yyyy>

Writer:

Reviewed: Khuu Han Giang

CMCSI Saigon Page 1

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

Content:
1. General introduction: ............................................................................................... 3
1.1 About CUSTOMER ABC .................................................................................................................. 3
1.2 About CMCSI Saigon ....................................................................................................................... 3
2. Key of Success Factors .......................................................................................... 4
3. Reference Customers.............................................................................................. 5
4. CUSTOMER ABC Requirements.............................................................................. 5
4.1 Regarding to software/ hardware installation and operation support ............................................... 5
4.2 Regarding to personal computers and peripherals .......................................................................... 6
5. Our proposal ............................................................................................................. 6
5.1 Descriptions ...................................................................................................................................... 6
5.2 Scope of works ................................................................................................................................. 7
5.3 The scope of work limited. ................................................................................................................ 8
5.4 Optional ............................................................................................................................................ 8
5.5 Call flow ............................................................................................................................................ 9
5.6 Service Quality Declaration .............................................................................................................. 9
6. Service support hours: ............................................................................................ 9
7. Processes ................................................................................................................ 10
6.1 Service Improment ......................................................................................................................... 10
6.2 Incident Management Process ....................................................................................................... 11
6.3 How to submit a request via CMC’s ITSM System. ....................................................................... 12
8. Contact .................................................................................................................... 14
9. Summary ................................................................................................................. 15

CMCSI Saigon Page 2

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

1. General introduction:
1.1 About CUSTOMER ABC
CUSTOMER ABC is a leading humanitarian and development agency working globally for the rights of
every child. Child rights begin with safe shelter, nutrition, protection from disaster and conflict and traverse
the life cycle: pre-natal care for healthy births, clean water and sanitation, health care and education.

CUSTOMER ABC has spent nearly 70 years working to improve the lives of children and their families.
Working with and for children through adolescence and into adulthood requires a global presence whose
goal is to produce results and monitor their effects. CUSTOMER ABC also lobbies and partners with
leaders, thinkers and policy makers to help all children realize their rights—especially the most
disadvantaged

1.2 About CMCSI Saigon

Company name: CMC Sai Gon System Intergration Co.,Ltd
Tax No. 311082125
Representative contact: Mr. <ABC>
Address: 111 -121 Ngo Gia Tu St - Ward 2 - District 10 - HCM
City
Phone :(84 – 8) 3 833 Fax: +848 3833 0580 Email:<abc@sg.cmc.com.vn>
0579
Website: http://cmcsisg.vn D&B Number: <09xx xxx xxx>

Since 1995, CMC Corporation – the former one is the project business department – has set its first
founding branch in system integration sector. With the goal of becoming a professional integration, in 1999,
System Integration Centre was established and changed to CMC Integration Co., Ltd. In 2006, CMC clarified
that the South area had a potential market in the development direction of the company. Therefore, CMCSI
Saigon Co., Ltd was represented as CMC’s agency in HoChiMinh city in August 2011 and operated in system
integration field only.

During the period of development, CMCSI Saigon has been building and maintaining its strong reputation
and position in system integration field in the South market with the commitment of delivering the profit and
pleasure in the quality of products and services to customers. CMCSI Saigon always tries to improve its value
by creative activities and unstopped researches in technology production and business. A variety of SI
solutions and services from CMCSI Saigon is highly recommended by customers.

CMCSI Saigon Page 3

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

With the motto “Reliable Solution, Excellent Service, Advanced Technology”, CMCSI Saigon commits to
maintain the leading position in system integration in Vietnam and furthermore in the regional and international
market. We hope that the success of CMCSI will goes together with the success of Customers. Trust and
recognition of each customers and community are great motivations which help us continue to contribute
directly and indirectly to the prosperous development of Vietnam.

Some key ICT services that we offer includes:

 Hardware leasing service.
 Proactive hardware maintenance service.
 Installation service.
 Onsite IT helpdesk service.
 ICT system preventive maintenance service
 Managed service.
 Consulting and deploying Cloud computing.
 Consulting and deploying storage, database.
 Consulting genuine software investment.
 Consulting and deploying data center solution.
 DC facilities maintenance service.
 Evaluating and optimizing IT infrastructure and data center.
 System relocation.
 ICT Repair hardware service.

2. Key of Success Factors

CMCSI Saigon has a Business Management System called “CMIS” that
operates throughout company’s business such as Consulting, Finance /
Contract, Purchasing, Solution and Service Implementing, etc.

CMCSI Saigon also has IT Service Management (ITSM) System comply

with ITIL v3. They bring CUSTOMER ABC a consitent and professional
service. All of service requests can be recorded and tracked by
CUSTOMER ABC or It can route to CUSTOMER ABC Ticketing System.

CMCSI Saigon has many Logistic partners which are reputational and professional across in Vietnam.

Good finance competency and finance management, CMCSI Saigon is one of the two biggest companies
providing both IT service and telecommunications service.

CMCSI Saigon Page 4

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

With the young, dedicated, dynamic and professional engineer, CMCSI Saigon commit to delivery services
following Service Level Agreement meeting CUSTOMER ABC requirements.

3. Reference Customers

4. CUSTOMER ABC Requirements

The IT unit of CUSTOMER ABC Vietnam is providing IT services for 07 users at CUSTOMER ABCT office
in Ho Chi Minh City. The IT contractor will provide IT user support services in accordance with
CUSTOMER ABC Global guidelines and instructions to ensure the smooth IT operation of the office. The
IT contractor will work under direct supersision of the ICT Specialist to provice IT user support for all users
at CUSTOMER ABC Ho Chi Mih office

The IT contractor will send engineer to come to CUSTOMER ABC’s office at least one (01) time with 02
hours per week to check and monitor the IT services in the office. When the need required, the IT engineer
must be onsite within 30 minutes to support users for any issue related to IT.
4.1 Regarding to software/ hardware installation and operation support
Timely and effective technical assistance and support for IT user support service including
software/ hardware installation and operation support.

- On a continuing basic maintain IT support services for users ranging from hardware installation of
network equipment to software/ firmware upgrades, capacity and availability management, and
system monitoring tools.

CMCSI Saigon Page 5

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

- Ensurs minimal down time and maximum staff productivity through effective services, infrastructure
improvement, monitoring and compliance to standard.

4.2 Regarding to personal computers and peripherals

Timely and effective user support is provided related to CUSTOMER ABC personal computers
and peripherals

- Provides user support for CUSTOMER ABC computers, printers and laptops/ notebooks, docking
stations, peripherals and handheld. Resolves and closes all calls passed on from the first line, and,
as necessary, seeks further support from third line, Subject Matter Experts (SMEs), or external
vendors fro resolution.

- Keeps the users informed of their calls’ status as appropriate.

- Keeps ICT Specialist informed of ntable trends, solutions, fixes, delays tha are in effect and any new
processes.

- Provides support for Cnference roo and Video Conference setup.

- Assists to plan and implement new IT initiatives or migration projects, including rollout of new
installations, upgrades of hardware, software, or operating system.

5. Our proposal
5.1 Descriptions
CMC SI Saigon provides operating support services, configure or troubleshoot problems related to «
Part 4 – CUSTOMER ABC Requirements » in each case and the particular time.

When using the IT User Support Service, CUSTOMER ABC will be provided a contact point and granted
access to Service Desk Portal of CMC for raising support ticket and tracking service request.

When using IT User Support Service, CUSTOMER ABC will be entitled to the following benefits:

- CMC provides IT User Support to meet the specific requirements from CUSTOMER ABC.

- CMCSI Saigon’s engineers work as CUSTOMER ABC employee.

- IT User Support service is carried out by the CMC’s IT professionals have in-depth knowledge of
information technology systems.

- CUSTOMER ABC may make a request for change (RFC) another engineer to meet the
requirements.

- Flexible service periods matching CUSTOMER ABC requirements.

CMCSI Saigon Page 6

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

Service contract...

...lot of benefits:

Single contact for full request.

Experienced IT officer(s)

The service procedures based on ITIL

A strong technical support

NO cost for recruitment

NO worry about employee benefits

NO cost and time for training.

- CMCSI Saigon provides IT User Support services, configure or troubleshoot problems related to
client such as PC, Laptop, Printer, scanners, telephone and network equipments …

- The qualified candidate will be onsite working follow contract’s scope of work and strictly comply to
company policy and follow up with CUSTOMER ABC in HO

- Using IT User Support Service, CUSTOMER ABC not only hire IT staff himself, but also use the
power of CMCSI Saigon’s technical is leading System Integration of Vietnam

5.2 Scope of works

Within the scope of this document, CMC provides some common tasks of an IT Onsite support users
on issues related to the use of computer technology and the means of the following information:
- When the need required from CUSTOMER ABC, the CMC’s IT engineer will be onsite within 30
minutes to support users for any issue related to IT.
- Perform installing, updating OS and common software (MS Office, Winrar, Adobe, …), setup email
client under the guidance of CUSTOMER ABC.
- Perform End-user supporting for incidents caused by hardware or software related to information
technology equipment such as computers, printers, UPS, scanners, telephone and network cables.
- Perform installing, configuring IT system meet the requirements of the company and end-users (if
required)

CMCSI Saigon Page 7

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

- Perform installing, configuring LAN network for meeting or training purpose.

- Preparing projector, sound system for conference or training rooms and supporting during meetings,
presentations and seminars (webinars)
- Perform handing over IT equipment for employees upon IT Office request.
- Perform virus scanning for all computers in the company.
- Adhere to the notes and diaries support periodic report under the provisions of the CUSTOMER
ABC
- Work under the guidance of CUSTOMER ABC team at the office.
- Support CUSTOMER ABC IT team by providing required information for Asset management for any
changes during incident tickets.
- Move desktops/laptops/terminal/network printer from location A to location B within same building,
including inter-floor.
- Update hardware/software for desktops/laptops.
- Asset, license management as authorized.
Recurring tasks:
- Come to CUSTOMER ABC’s office at least one (01) time with 02 hours per week to check and
monitor the IT services in the office.
- Check, update anti-virus software patches and definitions. Virus scanning is scheduled once a week.
- Checking hardware / software and troubleshooting issues during process (perform once a month)
- Defragment and optimize HDD (Quarterly). Implementation plan must be approved by the
CUSTOMER ABC.
Management tasks:
- Check and troubleshoot system issues and / or coordinate with relevant departments, service
providers under the guidance for CUSTOMER ABC Officer.
- Work with Service provider to upgrade or fix issues related to telecom and IT equipment.
- Work with Service provider for warranty, repair or replacement required.

5.3 The scope of work limited.

- IT only works during business hours, at the place has been agreed. Otherwise optional.
- Preventive maintenance PC, laptop users excluding
5.4 Optional
- Request to work overtime (Overtime are from 17h00 to 8h00, Saturday, Sunday and Public holidays)

CMCSI Saigon Page 8

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

- Request to work without agreed location (such as: personal support, home support…).
- Request to work out of scope.
- Request to hardware preventive maintenance included health-check, collect / analyze log, dust
removal.

5.5 Call flow

- CUSTOMER ABC raise a ticket ( or email, telephone) to CMC’s Service Desk (SD)

- SD try to perform 1st call resolution (telephone)

- If call not resolvable, SD will route ticket to 2nd level teams to follow up:

 Remote team queue

 Remote team determines issue is not resolvable remotely & on-site visit is required within 30
minutes of receipt.

- SD team update ticket status within each 4 hours of receipt

- The ticket will be closed once issue/request is resolved

5.6 Service Quality Declaration

- IT onsite are technical, support skills trained for customer care.
- The number of IT onsite always N + 1 redundancy.
- IT onsite will be trained CMC "Rules of conduct of IT Helpdesk" before starting work at the customer.
- Staff support implementation at the customer (on-site) will be supported from a big team of technical
experts who are working at the CMC to ensure the necessary knowledge to solve tasks for customer.
- CMCSI Saigon pledges to provide service strictly observing the SLA terms of CUSTOMER ABC.
- CMCSI Saigon have Service Level Management System to control and improve service quantity.

6. Service support hours:

Services Description

- Perior: 1 year

- Service type: on-site

- Location: Ho Chi Minh

- Service hours: From 8:00 - 17:00 Monday- Friday (Public holidays excluding)

CMCSI Saigon Page 9

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

7. Processes
6.1 Service Improment
CMCSI Saigon makes a continual service improvement by deming cycle P-D-C-A (Plan-Do-Check-Act).
However, we also realized the best way to keep improving service quantity is through negotiating agreements
between the service providers and customers or service consumers, and then monitoring and measuring
service delivery to ensure the agreed-upon service levels are reached

CMCSI Saigon Page 10

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

6.2 Incident Management Process

CMCSI Saigon Page 11

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

6.3 How to submit a request via CMC’s ITSM System.

CMCSI Saigon use IT Service Management (ITSM) System to manage services. It works based on ITIL
Process and have Service Level Management package integrated and export many reports regarding Service
Level Agreement which commit with CUSTOMER ABC established.

You can submit a service request and tracking the status as real time. Besides, can view history requests
and reopen or close ticket yourself.

CUSTOMER ABC will be provide a account to submit a request via web service portal of CMCSI Saigon
at http://itsm.cmcsisg.vn

Choose Submit an incident for request from End user portal screen.

CMCSI Saigon Page 12

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

View Service History

Howerver, CUSTOMER ABC can tracking the status of ticket anyway by click item “View your
service History”

CMCSI Saigon Page 13

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

8. Contact
Please use the following contacts for Operational Support or an Escalation of Support issue:

Contact via call center or email

Name Role Phone Email

08 38330 912; warranty@sg.cmc.com.vn

Service Desk (CMC) Single contact point
0903 325 279 servicedesk@sg.cmc.com.vn
Contact via Web Service Portal

http://itsm.cmcsisg.vn
Escalation Contacts – CMCSI Saigon

Nguyễn Đức Trường

Service Leader 0909 699 088 ndtlam@sg.cmc.com.vn
Lâm
Khưu Hàn Giang Service Director (SLM) 0903 905 292 khgiang@sg.cmc.com.vn

CMCSI Saigon Page 14

 CMC SAIGON SYSTEM INTEGRATION, .LTD
111 – 121 Ngo Gia Tu, Ward 2, District 10, HCMC
Tel: (08) 38 330 579; Fax: (08) 38 330 580

Escalation Contacts – CUSTOMER ABC

<Contact 1> … Leader Customer fill here Customer fill here

<Contact 2> … Manager Customer fill here Customer fill here

<Contact 3> … Director Customer fill here Customer fill here

9. Summary
It’s our great honor to submit you this proposal. With good experience in serving large corporation nation-
wide, we do hope this proposal also open an opportunity to cooperate with you in this interesting. Thank
you for your receiving our proposal and we are looking forward to seeing you for further discussion.

---------- oOo ----------

CMCSI Saigon Page 15