Session 7 - Maintenance - contract and day-to-day Maintenance Support

1. Session 7 - Maintenance - contract and day-to-day Maintenance Support Presenter • Grenville Powell (Managing Director - of Shokaz Integrated Computing Inc) email: grenville@shokaz.com or office@shokaz.com website : www.shokaz.com Address: Unit 5 BIDC Business Centre Fontabelle Bridgetown Barbados Phone: (246)426-4897 or (246)230-4022

2. Shokaz Integrated Computing Inc • Introduction • provides a range of computer consulting development, networking and training services to individuals and businesses, locally and regionally. • Services Provided • Network Design, Implementation and Support • Network Documentation • Internet Design and Administration • Consulting in Quotation and Bid Analysis and Selection • Consulting in Computer Systems Purchase and Deployment • Computer Hardware Engineering Support • Computer Systems Installation and Support • Technology Planning • IP Telephony and VOIP • Computer Servicing and Maintenance • Computer Disaster Prevention and Recovery • Dynamic Domain Name Service Hosting • Virtual Private Network Design and Implementation • Information Technology Staff Selection and Job Function Evaluation • Computer and Network Security • Telecommunications Consulting • Information Security Auditing • Structured Cabling • Wireless Networks

3. Our Team of Associates • ISYS Technologies – Washington Jordan • Development – MIST, Payroll • Web Design • IT Consulting • Garnet Technologies – Brian Linton • Cube Development • IT Training • Development • Softspring Services - Jock Springer • CRM • Development • Web Design • IT Consulting

4. Help Desk System • Consist of a combination of electronic correspondence, a Fault Reporting System (FRS) Software and voice correspondence. • A tri-party approach will be used to include the client (country), Shokaz and CTO • CTO will be kept informed of all stages - request initiation, action, completion.

5. MIST SUPPORT • What is it? • A tri-party system ( Client –Shokaz-CTO) to address post-implementation issues and continuous enhancement of MIST application • Services Offered • Routine support, program updates, program modifications • Delivery Mechanisms • Maintenance Contract • Help Desk System

6. Maintenance Contract • Contract entails an annual retainer arrangement offering services which cover each national installation of MIST via email, telephone and remote access • Two Options • Option A US$ 3,500 for 50 hours • Option B US$ 1,750 for 25 hours • By prior agreement any additional time worked in excess of the 50 hours per year per country will be charged at a rate of US $70 per hour • By prior agreement on-site attendance will be charged at a daily rate of US $500 plus agreed expenses. • Payment Arrangements • Two installments, 50% due upon the commencement and 50% six months after commencement of this agreement.

7. Fault Reporting System (FRS) • Initiation Phase • Recording Phase • Service Phase • Monitoring Phase • Completion Phase

8. (FRS) – Initiation Phase • Country reports Service Request by email or telephone to Shokaz • Shokaz acknowledges receipt of Service Request via email • Shokaz informs CTO

9. (FRS) – Recording Phase • Service Request is entered into Fault Reporting System, timed-stamp and assigned to appropriate engineer. • Shokaz responds to country within 24 hours giving a fault diagnosis and an estimated timescale for fix (cc to CTO). If Quick Fix - Shokaz fix fault and notify country/CTO and note FRS. If the nature of the fix requires a visit then Shokaz will give an estimate of costs to country for approval cc CTO. • In all cases of faults Shokaz decides if fix needs to be sent to all users and if so advises countries and copy to CTO.

10. (FRS) – Service Phase • Shokaz begins active work on the request within 24 hours as per contract. • It is expected that during this phase the need may arise for Shokaz to interact with the client. Therefore, each country should forward the names of the relevant contact personnel. • Delivery of the fix may sometimes require remote access. It is imperative that all technical requirements are in place and someone assigned the responsibility of providing this access as needed. • In situations where it becomes necessary to escalate the matter, CTO will be duly informed.

11. (FRS) – Monitoring Phase • Each country assigns a user id and password and will be able to track the progress of an outstanding request. This access is available over the Internet through a regular web browser. • Shokaz facilitates CTO’s monitoring role by providing information and regular reports

12. (FRS) – Completion Phase • Following the fix Shokaz accounts for time spent on each occasion • Client verifies that the problem has indeed been resolved via a confirmation email which is forwarded to CTO • Shokaz closes the case in the Fault Reporting System

13. Communication • Each country is required to nominate a single point of contact - usually "MIST Manager“ • Shokaz CTO Contact will be Adrian McCallister • Shokaz will use Onecaribbean.org MIST users Group as a media for contacting MIST users • Shokaz will provide regular reports to CTO for monitoring purposes • Shokaz will create a MIST user area on our website (www.shokaz.com) to host the FAQ/knowledge base. Each country will be given secured access to this information

14. ~~~~~ The End ~~~~~ • Thank You Very Much