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    Proposal No. Frame Agreement:: XXX/XX - XX.XXXX XX - XX.XXXX

    Uploaded by

    Dicu Andrei
    This document is a proposal for a managed service agreement between a customer and Accesa for 2nd and 3rd level robotic process automation support. The key details are: 1) Accesa will provide RPA application support and development services Monday through Friday from 8am to 5pm CET, excluding bank holidays. 2) Support will be provided by Accesa's dedicated support team who will handle incidents and service requests assigned by the customer. 3) The agreement is for a monthly fixed fee and defines response time standards between 1 and 4 working hours depending on the priority level of the issue. 4) The initial term of the agreement is from an unspecified start date to another unspecified end

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    Proposal No. Frame Agreement:: XXX/XX - XX.XXXX XX - XX.XXXX

    Uploaded by

    Dicu Andrei
    61 views3 pages
    This document is a proposal for a managed service agreement between a customer and Accesa for 2nd and 3rd level robotic process automation support. The key details are: 1) Accesa will provide RPA application support and development services Monday through Friday from 8am to 5pm CET, excluding bank holidays. 2) Support will be provided by Accesa's dedicated support team who will handle incidents and service requests assigned by the customer. 3) The agreement is for a monthly fixed fee and defines response time standards between 1 and 4 working hours depending on the priority level of the issue. 4) The initial term of the agreement is from an unspecified start date to another unspecified end

    Original Title

    RPA Managed Service Template

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    This document is a proposal for a managed service agreement between a customer and Accesa for 2nd and 3rd level robotic process automation support. The key details are: 1) Accesa will provide RPA application support and development services Monday through Friday from 8am to 5pm CET, excluding bank holidays. 2) Support will be provided by Accesa's dedicated support team who will handle incidents and service requests assigned by the customer. 3) The agreement is for a monthly fixed fee and defines response time standards between 1 and 4 working hours depending on the priority level of the issue. 4) The initial term of the agreement is from an unspecified start date to another unspecified end

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    61 views3 pages

    Proposal No. Frame Agreement:: XXX/XX - XX.XXXX XX - XX.XXXX

    Uploaded by

    Dicu Andrei
    This document is a proposal for a managed service agreement between a customer and Accesa for 2nd and 3rd level robotic process automation support. The key details are: 1) Accesa will provide RPA application support and development services Monday through Friday from 8am to 5pm CET, excluding bank holidays. 2) Support will be provided by Accesa's dedicated support team who will handle incidents and service requests assigned by the customer. 3) The agreement is for a monthly fixed fee and defines response time standards between 1 and 4 working hours depending on the priority level of the issue. 4) The initial term of the agreement is from an unspecified start date to another unspecified end

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    Proposal No. xxx/xx.xx.

    xxxx
    Frame Agreement: xx.xx.xxxx

    Purchaser Contractor
    Name Name Accesa Schweiz AG
    Street Street Zwirnereistrasse 22
    ZIP, City ZIP, City 8304 Wallisellen
    Contact Person Contact Person Andre Heymann
    Telefon Telefon +41 78 833 86 69
    E-Mail E-Mail [email protected]

    Object of agreement

    1. Managed Service – 2nd/3rd level RPA

    1. Managed Service – 2nd/3rd level RPA

    Service description
    • 2nd level UIPath application support covering the following areas and applications: …
    • 3rd level UIPath application and development support covering the following areas and appli-
    cations: …
    The tasks that will be assigned to the Accesa Support Team will be:
    • Implementation of Service Requests for applications included in the above listed tools & ser-
    vices
    • Resolution of Incidents for applications included in the above listed tools & services
    1.1. • Bug fixing for existing and assigned applications included in the above listed tools & ser-
    vices
    Service hours:
    Mon – Fri: 08:00 - 17:00 CET
    Coverage during bank holidays:
    Romanian & German bank holidays are excluded
    Language requirements:
    English

    Remuneration:

    Monthly service price:


    1.2. The effort and performance are defined as a Monthly:
    Service with a monthly fixed fee.

    Remuneration ceiling:

    1.3. Timeline: xx.xx.xxxx – xx.xx.xxxx

    1.4. Place of performance (Delivery Location): Accesa offices in Cluj-Napoca, Romania

    1
    Current Situation:
    Customer is looking for a partnership with Accesa in the area of RPA based on UIPath technology. The
    goal of the collaboration is to extend these capabilities with a managed service provided by Accesa.
    Both parties agree to collaborate using a monthly service fee where Accesa’s Services are provided by a
    Service Team responsible to cover the agreed scope.
    Scope:
    The scope of the agreement consists in performing activities related to RPA 2nd/3rd level application and
    development support.
    All the relevant tasks and requests will be assigned to Accesa’s 3rd Level Support Team in the client’s IT
    Service Management Tool or similar task management tools. Accesa’s support team will assume owner-
    ship of and will resolve assigned tasks, in order of priority, within the estimated monthly workload of X PD.
    Service Management and Team Management is included.
    Response time for support tickets is defined in the table below. Response time applies to effort within the
    X day contingent and only to support tickets. The below defined Response and Resolution times do not
    apply to any tickets marked as a Change Request.

    Response time Resolve Time


    Priority Maximum
    Maximum time Target
    time
    P1 1 working hour - 90%
    P2 2 working hours - 85%
    P3 4 working hours - 75%
    P4 1 work day - 75%
    P5 2 work days - 60%

    Response time is the time it takes a service desk agent to acknowledge a Customer's issue in a non-auto -
    mated way and to take charge of it. It is calculated from the moment the incident is reported by opening a
    ticket on Customer’s ticketing system until the service desk gets in touch with the Customer by service
    desk e-mail.

    Resolve time is the time needed for the service desk to resolve an incident; the formula below applies.
    Time waiting on the customer’s feedback/additional information out of ticket owner’s control is not consid -
    ered towards the service level calculation. The ticket is considered on hold when set to “customer pending”
    status.

    Priority is defined as a combination of Urgency and Impact as follows:

    Urgency
    High Medium Low
    High P1 P2 P3
    Impact Medium P2 P3 P4
    Low P3 P4 P5

    Impact Description
    Impossible to work (more than 50% of users affected by the same incident)
    High OR
    Clear evidence of security breach (IT security measures / security threat)
    Possible use in daily work but limited, possibly based on workaround (up to 50% of
    the users affected by the same incident)
    Medium
    OR
    Gap in IT security measures identified but no evidence of breach
    Low A service is degraded affecting up to 25% of users and with no business impact

    2
    Urgency Description
    Deadlines are at risk and no workaround is available
    High OR
    IT Security incidents
    Medium No deadline at risk and no known workaround
    Low A workaround is readily available

    Termination:
    In deviation from the provisions of art. 16.5. of the Framework Agreement, the right for ordinary termination
    with a prior notice of 90 days is agreed in favor of both parties.

    Warranty
    Accesa warrants and represent that Accesa will perform the ordered Services according to the current
    state of science and technology by applying its existing own knowledge and experience or own knowledge
    or experience gained during the term of the Agreement as well as by applying its best effort and Accesa
    will render the Services by qualified personnel.
    Within the scope of rendering of Services, Accesa shall owe the proper provision of the Services by apply-
    ing best care and Accesa does not assume any warranty for the achievement of the specified objective of
    the Project and/or the fitness of the result for a specific purpose or the further procession of use of the re-
    sult by the Customer. Section 7.3 of the Frame Agreement remains unaffected hereby.

    5. Price Summary

    Service Price per month Price per duration

    1. Managed Service – 2nd /3rd level RPA

    Additional Information

    The current proposal is valid 30 days after the submission date.

    In witness whereof, the Parties have executed this Agreement through their duly authorized signatures.

    This Proposal is considered accepted if the Customer issues a purchase order for the Services covered
    herein.

    xxx, xx.xx.xxxx Zürich, xx.xx.xxxx

    Signee Urs Brawand


    Customer Accesa IT Group GmbH

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