Sr.

No 1 2 3 4 5

Scope/Assumptions Customer is having budget to Implement SAP ERP Modules Global Prescence of Customer IT Suppot will be provided from India SLA/ Rate Card Charges may vary based on contract signed with Customer Support and Developments for SAP System

RateCard

SLA

Infra Structure Support Server Configuration and Support Data Center Data Migration Citrix Connection- Secure Connection Lease Line Teleservices - CISCO Connection

MM CRM

WM SCM

First Level Support

RateCard

Call Management

Incident Management
Right

Second Level Support

Problem Management

Change Management

Enhancement Management

Projects

Enhancement Greater than 50 Man Days

Projects

Documentation

ERP/Software PP APO QM ABAP PM Basis

Reaction SLA Call Request Centralized Helpdesk (24*7) Severity 1 ( On Call Support 24*7) Severity 2 ( On Call Support 24*7) Severity 3 Severity 4 Priority 1 Priority 2 Priority 3 Reaction SLA 1 Hour 2 Hours 4 Hours 8 Hours 4 Hours 8 Hours 16 Hours

Incident Request Service Request

Problem Request

Root Cause Analysis - 1st Response 16 Hours Root Cause Analysis - 2nd/Final Response 32 Hours Permanent Fix NA Bug Fix Technical Change NA NA 16 Hours 40 Hours NA

Change Request

Adotion Development Packages Proposal Implementation Development Packages SDLC Phases Creating/Updarding Documents

As per the Contract

As per the Contract

PS Portal

HR AM Authorization GRC

FI

CO

Resolution SLA Resolution SLA 4 Hours 8 Hours 16 Hours 40 Hours 16 Hours 40 Hours 360 Hours NA NA 40 Hours As per the agreement As per the agreement NA NA As per the agreement
Developments Less Than 50 ManDays

SMS Integration Alerts

Only for Sev 1 and Sev 2 Incidents

As per the Contract

As per the Contract

Fixed Cost (FTE- Full Time Employee) Based Support/ Developments Onshore Team Role Cost (Euros)( 9 Level Hours) VP 550 D 299 AD 299 SM 214 M 150 SC2 117 SC1 92 C 69 AC 61

Support/ Develop Offshore Tea Role Level VP D AD SM M SC2 SC1 C SSE SE SA

Note* - Rate card may vary based on Agreement sign betwee

me Employee) Based Support/ Developments Offshore Team Cost (Euros)( 9 Hours) 550 272 250 177 127 100 77 63 50 49 49

T&M Base Support/ Developments Offshore Team Cost (Euros) (Per Role Hour) Level 30 SM M 20 SC2 15 SC1 13 C 10 SSE 8 SE 8 SA 7

Support

Agreement sign between 2 parties.

Support

Second Level Support Regions Support Window

Timings are mentioned in IST To From To From APAC EMEA 9:00 AM 18:30 PM 11:30 AM 21:00:00 PM

Note* : Support can be for 24*7 or 24*5 or 12.30*5 ( Based on Contract Signed) ( 09:0

gs are mentioned in IST To From To From LATAM NAFTA 15:30 PM 1:00 AM 18:30 PM 3:00 AM

Reporting_Monthly_I

ased on Contract Signed) ( 09:00 AM IST to 21:30 PM IST)

KPI Reporting_Monthly_I

KPI Reporting - Monthly KPI 'Number of Incidents re-opened Incident 'Time to React Severity 1 Incident 'Time to React Severity 2 Incident 'Time to React Severity 3 Incident 'Time to React Severity 4 Incident 'Time to Resolve Severity 1 Incident 'Time to Resolve Severity 2 Incident 'Time to Resolve Severity 3 Incident 'Time to Resolve Severity 4 Service Request 'Time to React Priority 1 Service Request 'Time to React Priority 2 Service Request 'Time to React Priority 3 Service Request 'Time to React Priority 0 Service Request 'Time to Resolve Priority 1 Service Request 'Time to Resolve Priority 2 Service Request 'Time to Resolve Priority 3 Service Request 'Time to Resolve Priority 0 Overall solution rate Reporting Frequency Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Monthly Quarterly

KPI Reporting_Yearly

KPI Reporting_Yearly

KPI Reporting Quartely KPI Reaction Time On-Call Services Problem Management Severity Level 1/2 Customer Satisfaction (Ticket) Key Staff Retained Incidents Reduction Rate Reporting Frequecy Quarterly Monthly Yearly Yearly Yearly

KPI Reporting_CRT_EHNC

KPI Reporting Monthly KPI No of CRT Created No of CRT Solved No of CRT Missed Due Date No of Emergency CRT Created No of Bug Fix CRT Created No of Technical Change CRT Created Frequency Monthly Monthly Monthly Monthly Monthly Monthly

SLA