16.

Annexure [16] Service Level Agreement (SLA)

1. Business and Service hours:

Business Days Saturday to Thursday

Business Hour 8:00AM – 8:00PM
Bangladesh Local Time (GMT+6)
Critical Issues 365*24*7
Major/Minor 365*12*6
Media of Communication Email, Phone Call, ITS/CR System

2. Response, Resolution & Escalation matrix for Incident & Problem

Severity Response / Restoratio Robi & Vendor Escalation to Incident

Level Acknowledgement n updates
Target Target Target Level 1 Level 2 Level 3
Response / Service restoration
Acknowledgement Levels time
time
Critical < 20 minutes 100% < 4 Hrs 4 Hrs 4 Hrs 4 Hrs 2 Hrs
< 60 minutes 100% <6 6 10 14 4
Major Business Business Business Business Business
Hours Hours Hours Hours Hours
< 120 minutes 95% <12 12 16 24 6 Hrs
Minor Business Business Business Business
Hours Hours Hours Hours

Bidder must propose their escalation matrix.

3. Response matrix for Change Request

Response Requirements Final Proposal (Time Change Updates

Understanding & Cost)
1 Business day 3 Business Days 5 Business Days 2 Business Days

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 16. Annexure [16] Service Level Agreement (SLA)

4. Definitions of Severity Level

Level Description
 SAP is not functioning at all;
 Any critical function/process of Robi of the SAP landscape is not functioning at all
Critical and no workaround available;
 Any function of the SAP is functioning in a manner which is likely to result in the
corruption or loss of data associated with the Robi SAP; and
 The SAP is vulnerable because of a known vulnerability related to one or more of its
components and this could prevent the use of the SAP or its likely to result in the
corruption or loss of data associated with the Robi SAP.

 The operation of the SAP is severely impaired in a manner which makes it difficult ,
complicated or cumbersome to use but is unlikely to result in the corruption or loss
Major
of data associated with the SAP; and

 The SAP is vulnerable because of a known vulnerability related to one or more of its
components which could impede but not prevent the use if the SAP but is unlikely
to result in the corruption or loss of data associated with the SAP.
 Operation of the SAP is impaired in a manner which makes it inconvenient but not
difficult, complicated or cumbersome to use and there is no reasonable possibility
that the data associated with the Robi SAP will be lost or corrupted.
Minor
 SAP is vulnerable because of which one or more of its components and the
exploitation of which will not impede the use of the SAP or result in the corruption
of loss of data associated with the SAP.

5. Liquidated Damage:

Severity Service Level Credit CAP

1% for each 1 hour delay For each single ticket not exceeding 5%
Critical beyond the agreed lead time for of quarterly PO Value.
each ticket.
1% for each 3 hour delay For each single ticket not exceeding 4%
Major & Minor beyond the agreed lead time for of quarterly PO Value
each ticket.
The total LD CAP in all Circumstances shall be 30% of quarterly PO Value

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