M55e Tower 3/3 Carry-in Pentium E2180 1024 160 DVD Vista BusinessM55e

Tower 3/3 Carry-in Pentium E2180 1024 160 DVD Vista Business IBSL
Service level agreement Guidelines

AFTER SALES SERVICE

(TECHNICAL SUPPORT- PREVENTIVE MAINTENANCE)

Standard Warranty Support:

Technical Support and services will be rendered free of cost for all hardware items sold by IBSL
Limited, i.e. the hardware items will carry their respective manufacturer warranty which we as
authorised service providers uphold.

The Technical Support and Services will be provided to the installed system(s) as follows:

During the warranty period, spares will be provided at no cost and as per the terms of the warranty
from the OEM

The workshop facilities that are needed to back this service window are available in the established
department called “TECH SUPPORT “.

As an IBM authorized warranty & service center for all the products we represent, we stock a
comprehensive range of spares and parts and have one of the most ideal and sophisticated workshops in
the country with calibration equipment.

In a thorough anti-static environment, our workshop is equipped with True RMS Fluke multi-meters,
Tektronix Digital storage oscilloscopes, Variacs, Line analysers, other maintenance tools such as pliers,
extensive screwdriver kits, gauges, fiber splitters (for fiber-optic installations), Soldering equipment,
Diagnostic software’s among other test and maintenance equipment.

We have all the necessary tools to handle repair activities needed even during the time of disk head
crashes etc. For example High Bandwidth Oscilloscopes, Head Alignment tools and many other
precision repair tools. We also have fixed disk drives in spare so as to give you complete backup in
case of a downtime crisis. Similarly we have band printers spares, workstation spares etc. in order to
provide replacements and cut short the down time of high-end to low-end peripheral devices.

Our workshop has its own secure stores to stock equipment and spares for support. Workshop is air-
conditioned. Workshop has a dedicated help desk with computerized call logging system to register
customers’ complaint.

IBSL Limited offers both preventive and comprehensive annual maintenance services, which today is
one of the company's leading revenue earning depts. This dept also controls stocks on spares and parts
like hard drives, floppy drives, I/O cards, controller cards, VGA cards, boards, cables and cords, among
others. The department also saves the company enormous amounts of expenses in warranty support for
our products and shipping costs in cases where faulty products under warranty are required by a few
manufacturers to be shipped to their service centres. The stock of spares held offers our client’s
minimum downtime of their equipment.

We boast of employing the best service teams in the country, with engineers specializing in Power
engineering to service UPS', line conditioners, Power supplies and Voltage regulators; Printer repairs
and set-up trained essentially on Tally Genicom & Epson's printer product range and with a varied
experience on HP's DeskJet, LaserJet and plotter ranges; Personal Computer products covering a full
range of service expertise on problems related to system I/O, disk storage diagnostics, set-up, memory
compatibility, controllers, video subsystem maintenance among many others.

We believe in the strategy of self sufficient, self-support business, equipping ourselves with a strong
engineering team that ensures minimum downtime of our customers systems. This we provide by
stocking an adequate and ample stock of required spares, parts and even back-up equipment at our
workshops.

METHODOLOGY FOR STANDARD WARRANTY SUPPORT

Scope of Services:
Deliverable Hardware Services: -
1. On site Hardware problem diagnosis.
2. On site repair.
3. On site delivery of materials.
4. On site preventive maintenance.
5. Configuration and Topology report.
6. Hardware service activity report.
7. On site upgrade replacement.
8. Defective material replacement.
9. For Software related calls – Telephonic support will be provided. On site support
for software calls be provided on a chargeable basis.

Delivery methods:

On site with the next available Engineer.

Service windows (working days):

Monday To Friday - 8:30 A.M. - 6:00 P.M.

Saturday - 9:00 A.M. - 1:00 P.M.

Services will be available on Sunday, on public holidays and after office hours under
special arrangements.

Resolution Time:

Best Efforts, Availability of The Spares and Nature Of The Call.

Normally IBSL Ltd. Stocks the spares for support as per the standard spare
projection done per month. If spares are not available in stock for support then IBSL
Ltd. orders spares direct from the manufacturer for the equipments under warranty
and spares will be supplied to the customer as per the availability.

All equipment will be covered under standard warranty as per warranty agreement by
the manufacturer.

For Standard warranty support IBSL Ltd. Shall not be responsible for any resolution
time for the breakdowns reported.
Since all the equipments will be covered under standard warranty, no stand-
by equipment will be provided.

Data: IBSL Ltd. shall not be responsible for any loss of data by ANY means. IBSL
Ltd. shall not be responsible for backing up of data, restoration of data and /
or recovery of data unless this job is pre-arranged at specific times and
chargeable at a fee.
METHOD OF AVAILING THE TECHNICAL SUPPORT AND SERVICES:

a. User logs a call by telephone, e-mail, fax.

b. User MUST provide his/her full name, department, Company Name, complete
postal address with landmark, contact telephone numbers. Make, model
number and serial number of the equipment, nature of the problem.
c. User gets a unique complaint number for the problem and must note it
carefully for further follow-up if required & produce the same if requested by
IBSL Ltd. for further action.
d. Call gets assigned to the respective engineer as per the nature of the problem
/ make of the equipment and as per the engineer’s skill sets.
e. Engineer calls up the User for telephonic support to minimize the down time
which is called Diagnose Before Dispatch (DBD) which helps user to solve
the problem with telephonic support if it is just a matter of few clicks by mouse
OR it helps the engineer to understand the nature of the problem so that
engineer can carry spares as expected to solve the problem with minimum
down time.
f. If user requires Engineer, engineers fix up the date and time with the user for
a visit to rectify the problem.
g. On site when Engineer diagnoses and if finds a small software problem then
he rectifies on the spot.
h. If any spare part is required then calls up the office to find out if it is in stock, if
available then internal courier boy delivers the spare on site and problem gets
rectified.
i. If spare is not available in stock then spare is ordered to the respective
supplier and then delivered & installed at Customers Site at free of cost under
warranty.

Technical Support Contacts:

Primary Contact:
Call log in at the Customer Help Desk

Tel (Switch Board): +256771403497/7870176821

Fax: +256414346133
E-mail: ericm@ibsl.co.ug
Call Coordinator Eric Mukalazi

Call Escalation Matrix

First Level Escalation

Trevor Fernandes - Sales & Operations Manager

Mobile: +256707457154
Tel: +256414346133/771403497
E-mail: trevorf@ibsl.co.ug

Savio Martins - Managing Director

Mobile: +256752745629
Tel: +256414346133/771403497
E-mail: saviom@ibsl.co.ug
TECHNICAL ASSISTANCE (24 x 7 Support)

IBSL Limited is pleased to offer our 24 hours, 7 days a week, 52 weeks a year support as an
option and which is NOT a part of standard warranty support and is as follows:

INTERNATIONAL BUSINESS SOLUTIONS WILL ENDEAVOUR FOR:

1. 2 Hours Response Time From The Time of logging a call.

2. Service window 8.30 AM to 6.00 PM Monday to Friday, 9.00 AM to 1.00 PM on

Saturdays.

3. For after Office Hours (specified above), Sundays and Public Holidays - Mobile
Numbers of the Engineers with their skill sets will be provided with escalation matrix
for service level escalations.

To meet these criteria we will maintain stock of the required items and or components of the
configuration proposed in addition to making available the general facilities like Telephone
lines and travel arrangements.

We are THE AUTHORISED service providers for LENOVO PC’s, IBM Servers & Storage,
PC-MATE UPSs, APC UPSs, LEXMARK & Brother Printers, Court Recording Hardware
& Software, SIEMON Structured Cabling & Racks, CISCO Switches etc.

Our Technical Support Services have a 24-hours HOTLINE Mobile number for customers
running mission critical applications.

Our services during office hours and after office hours too are a maximum 2 hours from time
of notification.

This service is possible because we have a connective link between our technical support
center and the residence of the Resident engineer. IBSL also provides focused services for the
growing clientele in East Africa that demands a twenty four-hour service. Additional lines,
paging services and mobile units are also being applied for, to bring the level of serviceability
of our branch office to the optimum level in the region.

Two of our senior Tech-support Managers carry 24hour Mobile phones and five departmental
engineers carry 24-hour mobile phones.

Force Majeure (Applicable to the Services):

Either party will not be liable for any breach of this Agreement due to any cause beyond its
reasonable control (“Force Majeure”) including without limitation, Act of God, inclement
weather, earthquake, flood or water damage, epidemic, lightening or fire, the act or omission
of government regulatory authority; highways authorities; or other competent authority;
national or local emergency; terrorism, war, military operations, insurrection or civil disorder,
blockage or transport or supplier, the act or omission of any party for whom IBSL Ltd is not
responsible; including without limitation any other telecommunications/infrastructure
provider.
PREVENTIVE MAINTENANCE SERVICES:

TERMS OF REFERENCE

On-site preventive maintenance will involve periodic (four times a year) servicing of
equipment, and repair of equipment as and when required. It shall consist of the
following tasks: -

a) Power related tasks:

• Power supply to equipment consumption ratings
• Servicing of UPS’s and checking of battery levels.
• Diagnosis of malfunctioning in UPS
• Rectification of malfunctions (if possible)
• Removing of faulty parts and Fitting in of replacement.

b) Tasks to be done on Servers & CPU, Monitor and Keyboard:

• Servicing of Keyboard due to accumulated dust between the contact
surface and removal of foreign bodies from the delicate membrane
• Cleaning of keyboards.
• Cleaning of floppy drive diskette bays and cleaning the heads of dust and
oil.
• Blowing of carbon content in monitors.
• Surfacing cleaning of all equipment.
• Cleaning of tape drives
• Cleaning of mouse and track ball counter surface that eventually affects
movement of mouse.
• Diagnosis of malfunctioning in equipment.
• Rectification of malfunctions (if possible)
• Removing of faulty parts and Fitting in of replacement.

c) Task to be done on the printers:

• Blowing out paper dust and other foreign bodies
• Servicing of imaging drum for laser printer
• Cleaning of paper transport mechanism.
• Diagnosis of malfunctioning in equipment.
• Rectification of malfunctions (if possible)
• Removing of faulty parts and Fitting in of replacement

Note: Preventive maintenance is a scheduled activity and IBSL Ltd. commits no resolution
time. Since it is a scheduled activity, all the equipments should be available / accessible for
preventive maintenance and IBSL Ltd. shall not be responsible for the same if equipments are
not available or accessible and customer is bound to pay the charges as per the contract even
if preventive maintenance not carried out on certain non- available / accessible equipments.
 REPORTING SYSTEM FOR PREVENTIVE MAINTENANCE:

COMPUTER EQUIPMENT MAINTENANCE

SERVICE REPORT

Client Name.............................................Address .......................................Tel.....................

DATE: ................................................

CALL NATURE
A. Scheduled
B. Spot Call

List of Serviced Equipment

SERIAL NUMBER
Item User/location CPU Monitor Keyboard Mouse

A.1 Central Processing Units

ACTIVITY
Servicing of keyboards due to accumulated dust between the contract surfaces and removal of foreign
bodies from the delicate membrane. [ ]Done

Keyboard character-to-key mappings (write the keys that failed after servicing):
Before Servicing [ ] No. Successful [ ] No. Fail After Servicing [ ] No. Successful [ ] No. Fail

Cleaning of floppy drive diskette bays and cleaning of the heads from dust and oil [ ] Done

Checking and correcting Data storage integrity of Hard disks [ ] Done

Virus Check [ ] Found [ ] Not Found

Virus Removal [ ] Removed

Blowing of carbon content in monitor [ ] Done

System performance before and after general checks on system performance:

Before [ ] Satisfactory [ ] Poor After [ ] Satisfactory [ ] Poor

Serving and head cleaning of tape and disc drives [ ] Done

Cleaning of mouse and trackball counter surface that eventually affects movements of mouse [ ] Done

A.2 Storage Details (to be recorded for each hard disk)

(Use Megabytes)

CPU SERIAL NO: *

Used up disk space: .......................................

Free disk space: ..........................................

RAM: ..............................................
Storage safety level (Tick only one): [ ]Bad [ ] Fair [ ] Very safe

A. PRINTERS (To be recorded for each printer)

 MAKE/MODEL SERIAL NUMBER USER/LOCATION

ACTIVITY RESULTS

Cleaning of print head pin outlets for dot matrix printers [ ] Done
Oiling of head guide and motor spindles [ ] Done
Blowing out paper dust and other foreign bodies [ ] Done
Cleaning of paper transport mechanism [ ] Done

B. UPS (To be recorded for each machine)

ACTIVITY RESULTS

Minimum Time out period on recommended load [ ] min

User's Load by attached units [ ] VA

UPS Battery Level [ ] Good [ ] Low [ ] Very low
[ ]
UPS Rating [ ] VA
Power consumed [ ]W

I certify that the work indicated above was done on the equipment specified and the machine
was left in good working condition.

Signed Signed

............................. .............................
(Name and Signature Name and Signature
Engineer Clients representative

On behalf of IBSL Ltd