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Service Level Agreement

16/01/2009

1.0 Statement of Intent

This service level agreement (SLA) outlines the characteristics of the service that is offered by FireFly Online Ltd. The purpose of the SLA is to ensure that the proper elements and commitment are in place to provide optimal services for our Clients. FireFly Online Ltd use this SLA to facilitate their planning process. This agreement is not meant to override current procedures, but to complement them.

2.0 About the Service

This section provides a description of the service and the user community.

2.1 Description

FireFly Online Ltd is an Application Service Provider offering procurement related consultancy services. The services offered under this proposal can be defined as the provision of a web-based framework management system. We will:

Ensure that the application known as the 'Collective' is available for Users to log on and utilise the functionality outlined within our proposal.
Respond to and resolve User questions about, problems with the application.

2.2 User Environment

The SLA covers all stakeholders required to operate the Collective for public sector organisations based within the UK.

2.3 Data Storage Agreement

FireFly Online have allocated 750MB of space on their servers for the data for each Client. This includes all Clients data & documents, framework data & documents , project data & doucuments and related supplier data and documents.

Additional storage space can be allocated upon request. Extra space is charged at £150 per 1000MB per annum, and reflects not only the space required but the extra resources that are required to support an expanding Client framework register (either geographically or by increasing number).

2.4 Use of Data

The Client hereby warrants and represents to FireFly Online that it has the right to supply data and information (including logo’s) to FireFly Online for the purposes of Setup.

FireFly Online agrees that Client’s data will not be distributed to any 3^rd Parties without the prior written agreement from the Client.

The Client hereby grants FireFly Online a non-exclusive, perpetual, worldwide, royalty-free licence to use the data for any normal business purpose of FireFly Online including but not limited to the Services provided.

The Client agrees that FireFly Online may aggregate de-sensitised data (which cannot be linked to the Client(s) or Suppliers) with data from other Clients / Suppliers to produce trends, charts, analysis and further data (which FireFly Online may freely assign and / or sub-license).

2.5 Request for supplementary Services

Requests for supplementary services should be issued to the Relationship Manager. The following timescales will apply to return quotes / proposals to the Client

Request type 1	Programmer days less than 5	Quote returned within 48 Hrs
Request type 2	Programmer days between 5 – 15	Quote / proposal returned within 1 week
Request type 3	Programmer days more than 15 days or request defined as complex	Relationship Manager and Lead programmer to meet with Client to understand detailed requirements & programme and agree dates accordingly

2.6 Bug fixes / patches & upgrades

All bugs should be reported to support@FireFly Online.com

All bugs will be fixed free of charge, with patches being loaded during planned outage times (unless they are high priority – where the decision can be taken to upload the fix during other unsocial times)

About Upgrades

FireFly Online Ltd plans new developments in three monthly cycles. Part of the plan is created by FireFly Online who decide the functionality they wish to develop for the next release.

FireFly Online's process is then to approach existing Clients for their suggestions or requirements.

If the two requirements align, i.e. they fall part of the FireFly Online plan and the Clients plan then FireFly Online Ltd will offer to complete the development on a 50/50% funding approach, and our development plan will be re-prioritsed to deliver the Client's requirements at an early stage.

The resulting functionality is then released and will benefit all appropraite Clients (within the Public Sector).

If the two requirements do not match, then FireFly Online will offer to undertake the development as a ‘supplementary service’ for the Client at the agreed rates.

Note: if the requirments substantially differ from the core FireFly Online functionality then it may be necessary to 'break' the Client away from the main Portal, and deliver a be-spoke system for the Client which may not benefit from the collaborative upgrade offer stated above.

2.7 Browser Compatibility

FireFly Online Ltd currently support Internet Explorer version 6 and version 7.

3.0 About Service Availability

This section provides information about the normal schedule of times when the service is available. It also describes the process for enhancing or changing the service.

3.1 Normal Service Availability Schedule

The table below shows the times the service is normally available for customer use.

Times	Sunday	Monday	Tuesday	Wednesday	Thursday	Friday	Saturday
Start	0:00	0:00	0:00	0:00	0:00	0:00	0:00
Stop	24:00	24:00	24:00	24:00	24:00	24:00	24:00

3.2 Scheduled Events that impact Service availability

Regularly scheduled events can cause a service outage or have an impact on performance (such as slow response time). The following table illustrates when schedule events are planned to occur:

Times	Sunday	Monday	Tuesday	Wednesday	Thursday	Friday	Saturday
Start	3:00	---	---	---	---	---	21:00
Stop	4:00	---	---	---	---	---	24:00

Sunday 3.00 – 4.00 for weekly server re-boot, allowing latest server updates to be installed

Saturday 21.00 – 24.00 for planned upgrades, patches and general housekeeping duties

In addition to the above, we would schedule a full system backup to occur every morning at 2am. Users of the system may experience a slower response time during this time.

3.3 Non emergency Enhancements

All changes that take more than three hours to implement will be communicated to all Clients in advance of a scheduled outage.

Enhancements and changes that do not require a service outage and that do not impact Users are implemented upon completion.

Enhancements and changes that require a service outage will be scheduled on Saturday evenings. Users are notified at least two business days in advance when a non emergency service outage is required to implement an enhancement or change.

4.0 About the Helpdesk

FireFly Online offers two types of support for Users.

All Users can contact the Helpdesk via e-mail (support@FireFly Online.com).

In addition, FireFly Online offers (as an optional extra) a one number Helpdesk service to help and advise Users on day to day issues. If required the service will be outlined wiithn our proposal together with our additional fees for the service.

4.1 Normal Service Availability Schedule

The table below shows the times the service is normally available for customer use.

Times	Sunday	Monday	Tuesday	Wednesday	Thursday	Friday	Saturday
Start	N/A	9.00	9.00	9.00	9.00	9.00	N/A
Stop	N/A	4.30	4.30	4.30	4.30	4.00	N/A

The Helpdesk will not be operational on Bank Holidays and Public Holidays.

4.2 Monitoring of the Service

The Helpdesk will monitor and report the service quality. The following table shows the service measures that are reported along with the performance targets.

Measurement	Definition	Performance Target
Service Availability Percent	The percent of time that the application is available minus the impact time from any events (scheduled or unexpected) other than loss of network or system availability	99.9%
User Response Time	The time taken for the application to complete a user request and return a response	Average response time within 10 seconds from a typical broadband connection. Note. The initial response may be slower if the Server has remained inactive for a period of time.
Problem Response	The time required for a user to receive a response after reporting a problem	1-High Priority Same Day 2-Medium Priority Next Day 3-Low Priority Wthin 1 week

The Help Desk will prioritise requests for support according to the following priority-level guidelines:

1-High Priority

Service is not operational for multiple users.
A major function of service name is not operational for multiple users.

2-Medium Priority

Service is not operational for a single user. A major function of service is not operational for a single user. A user needs to access a locked record.

3-Low Priority

A minor function of the service is not operational for one or more users (who can continue to use other application functions).
A user has questions about functionality.
A user needs administrative assistance.
Enhancement requests are logged as Priority 3-Low Priority, but are reviewed and scheduled by the project Board.

5.0 About our Relationship

This section describes the relationship management processes offered by FireFly Online.

5.1 Relationship Manger

A relationship manager will be assigned to each Client, they will provide a single point of contact for all matters regarding the setup and implementation of the system. They will also be available for post implementation relationship meetings and generally available for any discussions, concerns, improvements or supplementary works as agreed with the Client and FireFly Online Ltd.

5.2 Dispute Resolution Procedure

The following process is proposed to facilitate the resolution of any Dispute between the stakeholders of the contract.

Step	Action	Timescales
Step 1	The parties try to resolve the dispute between them selves. Although either party can escalate the issue at any stage.	Target to resolve dispute within first 48 Hrs
Step 2	Issue escalated to Relationship Manager / Project manager. Project Manager and Relationship draw judgment to the issue, and try to resolve the matter. This will usually mean meeting with the relevant stakeholders to understand the issues from disputing sides.	Within one week of escalation
Step 3	Introduction of independent 3^rd party to draw judgment to the issue. The 3^rd party may seek legal advice to help provide ‘light’ on the situation	Within one week of escalation
Step 4	Legal steps engaged as a last resort	Only after all other avenues have been exhausted.

6.0 Client Responsibilities

This Section highlights the responsibilities of the Client for the initial setup phase and ongoing operational phase of the contract:

6.1 Initial Setup Phase

The FireFly Online system offers 'out of the box' technology, and a Clients has access to all functionality required to configure the system.

FireFly Online can offer to undertake the setup and configuration of the system for a agreed fee as offered within our proposal to the Client.

The following section applies if FireFly Online Ltd has been instructed to setup and configure the portal for a Client.

Task	Description
Provision of Data	Client to make available the data necessary for system setup including: Participating Client organizations information Supplier Information (including contract documents) Client administrators / Users / Supplier Users (unless stated otherwise within the proposal Work Categories and associate description Logo’s, images etc
Elect a Project Manager	The Client to appoint a Project Manager and a Project Sponsor for the contract. The Project Manager will be the central point of contact for decisions and information for FireFly Online tasks.
Steering Group	The Client to arrange and support the Steering Group meetings.
Supplier User Details	Information regarding the User details may be requested from the Client.

6.2 Ongoing Operational Phase

Task	Description
Reporting issues & faults	The Client is responsible for logging any faults or issues to the helpdesk, by e-mailing support@FireFly Online.com
Reports for Contract Manager	The Client is responsible for running and printing reports as required by the Client
New Users	Client Administrators are responsible for New Users (for the Client)
Buyers	Buyers are responsible for registering with the Portal to gain access to the Contract Register
Supplier Updates	Suppliers updating their projects and data will be the responsibility of the Client.