Framework

Quarterly Plan : The annual plan will be divided into quarterly plans with clear quarterly milestones to be achieved and will be Quarterly operational document duly discussed and agreed upon with the school.

Monthly Plan: Service provider will release the monthly operation plan at least a week in advance of the start of the month. The monthly operational plan will include details of the tasks to be achieved as listed in the quarterly plan, it will also include any change requests requested and logged by the school in the project MIS, and any other new requirement not listed in the quarterly plan provided it is mutually discussed and agreed upon for implementation by the parties to this agreement.

Service provider will conduct the process system requirement study along with the designated process owner and create customization document ( SRS) for each process to be automated . SRS document will be duly signed by the process owner and the Principal of the school and will be basis of the customization of the process to be automated for the school.

Project Management : Service provider will allocate off site project manager for the school who will oversee the planned and quality of the implementation of the services in the school.

Online Project MIS: On line Project MIS will be the default communication platform made available to the school for communicating bugs, Change requests, New developments to the service provider. The service provider will train the designated process owners of the school in the use of Project MIS. Each designated process owner will be issued MIS access id and password to use this efficient communication service. It should be noted that service provider will be only responsible for meeting the customer requirements as per monthly plan and Change requests, bugs as logged in the Project MIS in timely and efficient manner. Any verbal, telephonic or email requests will not be entertained unless backed by logging of the requirement in the Project MIS.

Call Centre Support: Telephonic support, online support will be provided during the normal office timing of 9 am to 6pm.On rare occasions , in case school desires to have call centre support after office hours , school needs to put this special support request in writing and communicate the same by email to the designated offsite project manager of the service provider.

Onsite Support: Based on the onsite support need as identified in the monthly plan service provider will assign the resources with the required skill set to provide the necessary time bound onsite support. The ongoing onsite support and handholding services will be provided by the Portal coordinator . Portal coordinator will be deployed by the School. (for details of Portal coordinator pl see point number.....

Changes and Software Error Management: Incorporation of authorized changes and bugs will be promptly attended to as per the response time listed in point number 9. School must log desired change requests ( CRs) and bugs on to the Project MIS. Change requests should be duly authorized by Process owner and logged in the MIS .

Response Time : We should define the priority level in this document in form of Low, Medium, High and Critical. Definition of Remote assistance should be provided in-line with the following timescales dependent on the priority of the support request

Run time errors correction - 3 working hours

Incorporation of minor changes in input screens / output reports - 3 working days

Change request - 7 to 10 working days

Development of new software module including user testing - 3 months

Following are the irritants that are to be very effectively looked after by the School through separate specialists (resources)

Operating Systems support

Third-party systems which are not integrated with ERP.

Network Support for connectivity around ERP.

Hardware Maintenance and support activities.