| Contract ID | AU-MTUGLPTYA01 | | | | | | |
| Contract Value | AU$ 2,670.00 | | | | | | |
| Start Date | August 20, 2020 | | | | | | |
| End Date | August 19, 2021 | | | | | | |
| Type of Contract | Maintenance Support | | | | | | |
| Description | Parts and Labour | | | | | | |
| SLA | 9x5x4 | | | | | | | |
| Client | Interactive | | | | | | | |
| Client Contact Person | Salesh Sarup | | | | | | |
| Client Mobile Number |
+61 417 334 804 | | | | | | |
| End User | UGL - SG0401 | | | | | | |
| | 750 CHAI CHEE ROAD, TECHNOPARK | | | | | |
| | CHAI CHEE SINGAPORE | | | | | | |
| Service Partner | ASK | | | | | | | |
| Service Partner PIC | Ang Swee Kim | | | | | | |
| Contact Details | angsk@insightech.com.sg | | | | | | |
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| | Device Supported | Serial Number | | | | |
| | IBM X 3550 M5 8869-AC1 | SN J33ARXX | | | | | |
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| Terms and Conditons | | | | | | | | |
| | Hardware Support: | | | | | | |
| | 24 x 7 Hardware Support Coverage | | | | | | | |
| | Onsite Response based on SLA | | | | | |
| | Parts and Labour included Availability and Delivery | | | | |
| | 30 days Transition In period upon signing of the Contract - Best effort SLA during Transition period |
| | SLA commitment upon successful completion of Transition | | | |
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| | Inclusions: | | | | | | | |
| | 24x7 Service Support Centre | | | | | | | |
| | 30 Minutes ICR (Inital Call Response) | | | | | |
| | Target Onsite Response time based on Service Level Commitment | | | |
| | Call Management | | | | | | |
| | Incident Management | | | | | | |
| | Change Management and Onsite Support | | | | |
| | Problem Management | | | | | | |
| | Service Delivery Management | | | | | |
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| | Exclusions: | | | | | | | |
| | Service of System and Device microcode or firmware upgrade | | | |
| | Service of features, parts or devices that are not manufactured by the original equipment manufacturer; |
| | Consumable parts such as batteries, cables, and the like are charged separately; | |
| | Handling of security vulnerability related to the Operating System, codes and patches; | |
| | Professional services including but not limited to operating system hardening, data/operating system backup and recovery, operating system upgrade and data/operating system migraton; - Relocation services In-Depth troubleshooting of iOS issues/problems not related to hardware break-fix
| | Install, Move, Additons, Changes are considered time and materials. | | |