SERVICE LEVEL AGREEMENT

Prepared for
Triangle Power Solution
Electrical Trading
 CONFIDENTIAL
Service Level Agreement

Table of Contents
1. Parties and Timeline.................................................................................................................3
2. Service Components................................................................................................................3
3. Service Terms...........................................................................................................................4
4. Service Levels..........................................................................................................................5
5. Statement of Confidentiality & Non-Disclosure........................................................................6
6. Changes & Review...................................................................................................................6
7. Commercials & Payment Terms...............................................................................................6
8. Signatures.................................................................................................................................7

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Service Level Agreement

1. Parties and Timeline

This service level agreement is between below entities:

 SID TECHNOLOGY (IT SERVICE PROVIDER)

And the client:

 Triable Power Solution (Consuming the Service)

It is valid from Start Date (01-02-2021) to End Date (15-02-2022) - end date is optional.

 This service level agreement is effective as of the date of the signatures below. The
client and the service provider shall review at least quarterly to determine if any
modifications or amendments are needed to reflect the client’s support requirements
and service provider’s services.

 The purpose of this service level agreement is to document the service delivery of the
service provider to the client.
The primary contact of the service provider for issues concerning this SLA is:
Name: Adnan Jehangir
Designation: Business Development Manager

2. Service Components

The following table describes the components to which the services in the Service Catalogue
may apply. Components include PBX, Firewall (provided by VB), Call center and IT
Infrastructure (provided by VB).

Component Name Service Will be Provided YES/NO

Software
Networking YES
Desktop Support YES
Email YES (Provided by VB)
Firewall YES (Provided by VB)
O365 YES
Antivirus YES (Provided by VB)
Hardware
Printers YES (non comprehensive)

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Service Level Agreement

Laptops YES (non comprehensive)

Computers YES (non comprehensive)
Firewalls YES (non comprehensive)

3. Service Terms

Delivery Scope Our Services will be eligible for Triangle 01 branches 15 Users, any
other branch can be included with standard terms.
Service Hours Client assistance Sunday to Thursday, 9:00 – 6:00, excepting
government holidays
Emergency after-hours support is available outside of normal
business hours
Service Initiation email: support@ sidtechnology.me
Service Support ticket will be consider closed upon customers confirmation
Resolution
Wait Time The minimum wait time will be 15 minutes to 30 minutes

4. Service Levels

Working Hours: The official working hours of SID are from 9 am to 6 pm from Sunday to
Thursday excluding public holidays.
Response Times: SID agrees to provide services within response times as per the priority
assigned to each request or complaint. The priority levels will be based on criticality of the
service request. Table below provides the guidelines for deciding the priority level. The below
table is for guidance only and HBM has the final authority to decide the priority level.

Critical Critical Non Critical Non Critical

Support Level
Fatal Impaired Fatal Impaired
High A B B C
Medium A B C C
Low B or C C or D C or D D

Fatal - Total system inoperability.

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Service Level Agreement

Impaired - Partial system inoperability.

Critical - Unable to perform core business functions.
Non- Critical - Able to perform limited core business functions.

Priority Level Response Time

A Same day
B Same day or second
day
C Same day or second
day
D Same day or two days

5. Statement of Confidentiality & Non-Disclosure

This document contains proprietary and confidential information. All data submitted to
TRIANGLE is provided in reliance upon its consent not to use or disclose any information
contained herein except in the context of its business dealings with SID. The recipient of this
document agrees to inform present and future employees of SID who view or have access to
its content of its confidential nature.
The recipient agrees to instruct each employee that they must not disclose any information
concerning this document to others except to the extent that such matter is generally known to,
and are available for use by, the public.

6. Changes & Review

Changes to this document may be proposed by business or IT representatives; however, no

amendments will be made without approval from both parties. This document will be regularly
reviewed for currency and effectiveness.

7. Commercials & Payment Terms

The charge shall be allocated on Fixed Amount / year approach and shall be charged /paid by
the client upon SLA approval as advance on Monthly Basis.
The (SLA) support contract discounted cost is AED 2,000.00 AED per Month. Any extra
support needed onsite/offsite other than SLA will be charged separately and after being agreed
upon with the client.

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Service Level Agreement

Payment Terms

Payment Amount Date Payment Amount Date

AED 2,000.00 01 -02-2021 AED 2,000.00 01 -08-2021
AED 2,000.00 01 -03-2021 AED 2,000.00 01 -09-2021
AED 2,000.00 01 -04-2021 AED 2,000.00 01 -10-2021
AED 2,000.00 01 -05-2021 AED 2,000.00 01 -11-2021
AED 2,000.00 01 -06-2021 AED 2,000.00 01 -12-2021
AED 2,000.00 01 -07-2021 AED 2,000.00 01 -01-2022

8. Signatures
For the service provider: For the client:

Name: Mr. Adnan Jehangir Name: _______________________

Signature: Signature:

Title: Business Development Manager Title: _________________________

Date: Date: