SLA & SLG
Introduction
In the development of upgrading PhIS & CPS system, SLA has been established between the Pharmaniaga Logistic Sdn. Bhd. and the users which is define as performance standards the PLSB as a service provider obligates to meet. Below are the components regarding the PLSB services:
►Type of services provided
►Reliability and responsiveness of services
►Manual of reporting issues
►Issues resolution time frame
►Monitoring process
►Service level reporting
►SLA exclusions.
Definition of IRT, ORT & PRT of Service Level Agreement:
Severity Level Software and Application
Service Level Agreement (SLA) for Maintenance services
1. ICT & Network equipment
2. Application of PhIS & CPS
Service Level commitment not applicable under the following condition:
Download 'Carta Alir Proses Kerja Pengesahan Tuntutan Penalti Service Level Agreement (SLA)' here
Service Level Guarantee (SLG)
The service availability for the PhIS and CPS Data Centre, servers, network, and application is as follows:
The above service availability is inclusive of the downtime due to scheduled maintenance, which is 36 hours a year. The Government will be given (2) weeks prior written notice for scheduled maintenance. Pharmaniaga will endeavour to perform the scheduled maintenance during non-peak hours as approved by the Public Sector Customer.
Service Level Rebate
The Government is entitled to Service Level Rebates due to Pharmaniaga defaulting in Service Level Guarantee. The Service Level Rebate is calculated as below:
‘Total Monthly Sale’ means total monthly sales of APPL for each site that fails to meet the Service Level Guarantee of PhIS & CPS for that particular month.
The Service Level Guarantee shall not apply under the following condition:
Download 'Carta Alir Proses Kerja Pengesahan tuntutan penalti Service Level Guarantee (SLG)' here
To download Garis Panduan Tuntutan Penalti SLA-SLG (Guideline), click here