sebata sla

8/19/2019 Sebata SLA

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SEBATASERVICE LEVEL AGREEMENT

FOR

INFORMATION^ND^OMMUNICATIONJECHNOLOGJ

ENTERED INTO BY AND BETWEEN

SEBATA MUNICIPAL SOLUTIONS (PTY) LTD(Registration Number: 1994/00000/0!"

(In#or$orate% in t&e Re$ub'i# o )out& Ari#a"

(*ereinater +)EBATA,"

An%

SIYANCUMA LOCAL MUNICIPALITY

(*ereinater t&e +-.)TOER,"

Effective Dte!

T&is %o#ument is #oni%entia' to t&e -.)TOER or t&e s$e#ii# $ur$ose to &i#& it reers It ma2 be %is#'ose% to Boar% members

an% $roessiona' a%3isors assisting t&e -.)TOER in res$e#t o t&e re#ommen%ations #ontaine% &erein T&e #ontents o t&is%o#ument s&ou'% not be %is#'ose% to an2 ot&er $erson or organisation it&out t&e $rior #onsent o )EBATA .NI-IA5 )O5.TION)

(TY" 5TD


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DOCUMENT CONTROL SHEET

D"c#$e%t O&%e'!

I-T).ORT )5A )EBATA .NI-IA5 )O5.TION) (TY" 5TD

Ve'i"%Ve'i"% Dte Dec'iti"% * Revii"% A#t+"'

A'"v,A'"ve' Tit,e A'"v, Dte


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I-T).ORT )5A )EBATA .NI-IA5 )O5.TION) (TY" 5TD 6

TABLE OF CONTENTS

A-'ee$e%t Te'$i%ti"%A'"ve' Tit,e Te'$i%ti"% Dte


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8

SECTION DESCRIPTION PAGE

./0 INTRODUCTION 1

11 arties to t&is Agreement 4

16 ur$ose an% Obe#ti3e 4

17 -ommen#ement Date 414 Duration o t&e Agreement

1 Deinitions

2/0 SCOPE OF 3OR4 5

61 )tan%ar% )er3i#es

66 Nonstan%ar% )er3i#es !

67 )er3i#e 5e3e' Targets: Deinitions an% rin#i$'es ;64 5o#ations o )er3i#e De'i3er2 106 )er3i#e A3ai'abi'it2 10

6< -&anges to )er3i#es 116! -ustomer De'a2s

166; =un%amenta' E>terna' -onstraints 1669 =un%amenta' non)ebata Res$onsibi'ities 16

6/0 PERFORMANCE7 TRAC4ING AND REPORTING .6

71 ?e2 ersonne' -&anges 17

76 )er3i#e an% )er3i#e 5e3e's 14

77 Re@uesting )u$$ort 14

74 -ommuni#ation 1

7 Re$orting an% Re3ie )#&e%u'e 1

7< Re@uesting Ne )er3i#es 1

1/0 COMPENSATION .8

41 =ees an% a2ments 1<46 Reimbursab'e E>$enses 1<47 In3oi#es 1!

44 a2ment Terms an% Interest on 5ate a2ments 1!

5/0 DUTIES AND RESPONSIBILITIES .9

1 ro#essing an% Aut&orisation o In3oi#es 1!

6 -ustomer ersonne' =a#i'ities an% Resour#es 1;7 Training on )$e#ia'ise% E@ui$ment an% / or Tass 19

4 A$$ro3a's an% Inormation 19

Duties o )ebata 19

8/0 OTHER INFORMATION .:


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./0 INTRODUCTION./. P'tie t" t+i A-'ee$e%t

T&e arties to t&is )er3i#e 5e3e' Agreement (F)5A," are:SEBATA MUNICIPAL SOLUTIONS (PTY) LTD (*ereinater F)EBATA,"

An%

SIYANCUMA LOCAL MUNICIPALITY

GGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGG(*ereinater t&e F-.)TOER,"

./2 P#'"e %< O=>ectiveT&e $ur$ose o t&is Agreement is to set out an% out'ine t&e:

161 Inormation an% -ommuni#ation Te#&no'og2 (FI-T," su$$ort ser3i#es t&at )EBATA

i'' $ro3i%e to t&e -.)TOERH

166 enera' 'e3e's o res$onse a3ai'abi'it2 an% maintenan#e asso#iate% it& t&e

su$$ort ser3i#esH

167 Res$onsibi'ities asso#iate% it& t&is Agreement o )EBATA as a ser3i#e $ro3i%erH

164 Res$onsibi'ities asso#iate% it& t&is Agreement o t&e -.)TOER as t&e art2

re#ei3ing t&e su$$ort ser3i#esH

16 ro#ess or re@uesting t&e su$$ort ser3i#e in terms o t&is Agreement b2 t&e

-.)TOERH an%

16< =ees $a2ab'e or t&e su$$ort ser3i#es ren%ere% in terms o t&is Agreement

./6 C"$$e%ce$e%t DteT&is Agreement s&a'' #ommen#e it& ee#t romGGGGGGGGGGGGGGGGGGGGGGG or it& ee#t

rom an2 ot&er %ate agree% to in riting b2 t&e arties &i#&e3er o##urs ear'iest



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./1 D#'ti"% "f t+i A-'ee$e%t

T&is Agreement s&a'' en%ure or an initia' $erio% o ONE (." 2ear an% ma2 t&ereater be

terminate% b2 eit&er art2 b2 gi3ing t&e ot&er art2 < (si>" #a'en%ar mont&s ritten noti#e

I neit&er art2 &as gi3en orma' (ritten" noti#e ater t&e en% o t&e initia' $erio% as

#ontem$'ate% abo3e t&is Agreement s&a'' automati#a''2 en%ure or a urt&er 1 (one" 2ear on

t&e same terms an% #on%itions

./5 Defi%iti"%

In t&is Agreement t&e o''oing or%s e>$ressions or abbre3iations s&a'' &a3e t&e meaning

set out o$$osite t&em:

FI-T means Inormation an% -ommuni#ation

Te#&no'og2H

FI-T En3ironment means a #ombination o I-T *ar%are sotare

an% inrastru#ture

F-&ange -ontro' ro#e%ure means t&e $ro#e%ure em$'o2e% in re$orting

monitoring an% reso'3ing an I-T su$$ort re'ate%

$rob'em in an ei#ient mannerH

F-ontra#t Termination reers to t&e termination o t&is )5A b2

eit&er $art2 $ro3i%e% t&at a'' termination

re@uirements are met

FData rote#tion reers to t&e $rote#tion o inormation it& %ue

regar% to Data rote#tion 5as as a$$'i#ab'e in

t&e Re$ub'i# o )out& Ari#a



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I-T).ORT )5A )EBATA .NI-IA5 )O5.TION) (TY" 5TD <

2/0 SCOPE OF 3OR4

2/. St%


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-ore IT )2stems

6161 Emai' an% #a'en%aring

6166 A##ess to i'es on #entra' storageH

6167 Netor $rintingH

6164 ro3ision o sotareH

616 Desto$ se#urit2 ser3i#esH an%

616< On'ine %ire#tor2 o t&e -.)TOER (i an2"

617 )u$$ort )er3i#es

6171 *ar%are an% sotare insta''ationH

6176 I-T e@ui$ment renta'H

6177 *ar%are an% sotare reinsta''ationH

6174 I-T &e'$%esH

617 )$e#ii# I-T training ser3i#esH an%

617< Data #a$ture

2/2 N"% St%tension it& basi#

&an%setH

6614 =eature $&ones an% a##essoriesH

661 =orar%ing an% grou$ arrangementsH

661< Joi#emai'H

661! ersona' %esto$ a>ingH

661; -entra' a> number an% a'in a> ser3i#eH an%

6619 -oneren#e #a''ing an% 'an%'ine $&oneboo an% $ub'i# $&ones at

$remises o t&e -.)TOER

666 )u$$ort )er3i#es

616


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6661 *ar%are a#@uisitionH

6666 *ar%are re$air an% re$'a#ementH

6667 a2ment o I) subs#ri$tionsH

6664 .ser su$$ort or nonstan%ar% &ar%are an% sotareH666 -reation an% maintenan#e o s$e#ia'ise% %e$artmenta' a%ministrati3e

s2stemsH

666< ro3ision an% su$$ort o eogra$&i#a' Inormation )2stems (FI),"H

666! -reation an% maintenan#e o ebsite(s"H

666; Ba#u$ an% restore o %ata not store% #entra''2 on t&e -.)TOERs

netorH an%

6669 )er3er management or s2stems not one% b2 )EBATA

)EBATA #an be a$$roa#&e% to negotiate in%i3i%ua' to$u$ )5As it& t&e -.)TOER to$ro3i%e some o t&ese ser3i#es T&e -.)TOER is re@ueste% to #onta#t t&e anager:

Business De3e'o$ment at )EBATA on K6!(0"16


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T&e measurement e>#'u%es %ontime t&at o##urs %uring:

L T&e s#&e%u'e% mont&'2 maintenan#e in%os agree% to b2 t&e -.)TOER an% )EBATAH

L T&e agree% maintenan#e in%os re@uire% or maor $roe#ts su#& as s2stem u$gra%es an%

inan#ia' 2earen% $ro#esses

6716 A'' a3ai'abi'it2 is %eine% in terms o t&e ser3i#e $ro3i%e% =or a ser3i#e to

be %eeme% to be a3ai'ab'e t&e o''oing must be o$erating #orre#t'2: t&e ser3ers an% sotare t&at

$ro3i%es #riti#a' un#tiona'it2 as e'' as ot&er e2 ser3i#es u$on &i#& t&ese %e$en%

6717 A3ai'abi'it2 ?Is &a3e been set at 9M or most essentia' ser3i#es T&is

means t&at )EBATA #ommits to no more t&an 1 %a2s o %ontime $er mont& (or 1;6 %a2s $er

2ear"

676 In#i%ent res$onse an% reso'ution time ?Is

6761 T&ese ?Is are not 100M guarantees but rat&er rea'isti# an% reasonab'eser3i#e 'e3e' #ommitments It must be un%erstoo% t&at t&e2 #annot be met 100M o t&e timeH a

more reasonab'e a#&ie3ement is 90M (i )EBATA ere re@uire to meet ?Is 100M o t&e time

t&e2 ou'% &a3e to be set at 'e3e' &i#& ou'% neit&er be %esirab'e to t&e -.)TOER nor

re'e#ti3e o t&e ser3i#e 'e3e' a#tua''2 being a#&ie3e% most o t&e time"

6766 T&ese ?Is are norma''2 state% in terms o oring %a2s 0!*70 to

1am$'e an in#i%ent

re$orte% at 1


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676< T&ese ?Is are set a##or%ing to $riorit2 'e3e's T&e o3erar#&ing $rin#i$'e

is to $rioritise in#i%ents on t&e basis o t&eir im$a#t on t&e business o

2/1 L"cti"% "f Se'vice De,ive'

5o#ations #o3ere% un%er t&is Agreement or t&e %e'i3er2 o t&e ser3i#e are t&e o''oing:

2/5 Se'vice Avi,=i,it

As e>$'aine% in 67 abo3e #ore I-T s2stems are e>$e#te% to be a3ai'ab'e 9M o t&e timeStaffed services and support &oe3er are a3ai'ab'e rom )EBATA as $er s#&e%u'e be'o

t&e -.)TOER T&ese $riorities #an be #ategorise% as o''os:RIORITY 1

L Wor in t&e entire$remises o t&e-.)TOER is sto$$e% orinterru$te%H

L A #ore / #riti#a' ser3i#esis #om$'ete'2una3ai'ab'eH

L A #riti#a' business$ro#ess is sto$$e% orinterru$te% or t&e-.)TOER as a &o'e

RIORITY 6

L Wor in a %e$artment issto$$e% or interru$te%H

L A #ore / #riti#a' ser3i#e is

$artia''2 una3ai'ab'e

RIORITY 7 L Wor or an in%i3i%ua' is sto$$e% orinterru$te%

L"cti"%L"cti"%

Ref * C"


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To ma>imise t&e a3ai'abi'it2 stabi'it2 se#urit2 an% re#o3erabi'it2 o s2stems an% ser3i#es )EBATA $ro$oses

a s#&e%u'e o maintenan#e in%os %uring &i#& )EBATA i'':

61 $at#& an% u$gra%e a$$'i#ations o$erating an% se#urit2 s2stemsH

66 insta'' a$$'i#ations an% #om$onentsH

67 reboot ser3ersH

64 test or ai'o3er an% %isaster re#o3er2H an%

6 ee#t re#onigurations

=or t&e most $art maintenan#e in%os are s#&e%u'e% rom 09*00 to 1!*00 e3er2 'ast

GGGGGGGGGGGGGGGGG(%a2" o ea#& mont&

Re@uest or e>ten%e% su$$ort &ours or #riti#a' business t&at o##urs %uring e3enings

eeen%s an% on $ub'i# &o'i%a2s i'' be #onsi%ere% b2 )EBATA an% i'' be #&argeab'e )u#&

re@uests s&ou'% be sent in reasonab'e a%3an#e to )EBATA on te#&su$$ortsebata#oa

2/8 C+%-e t" Se'vice

Neit&er art2 to t&is Agreement ma2 ee#t an2 #&ange o &atsoe3er nature to t&e ser3i#e /

s#o$e o or out'ine% in t&is Agreement it&out t&e $rior ritten #onsent an% a$$ro3a' o t&e

ot&er art2

L"cti"%

C"


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)&ou'% t&e s#o$e an% $arameters o or #&ange materia''2 ater t&e signing o t&is

Agreement t&e arties s&a'' %ra u$ an% sign a ne Agreement &i#& Agreement s&a''

#an#e' an% re3oe t&e terms an% $ro3isions o t&is Agreement

2/9 C#t"$e' De,

De'a2s an% / or intereren#e b2 em$'o2ees o t&e -.)TOER t&at ma2 resu't in t&e

ina%e@uate ren%ering o t&e ser3i#es #o3ere% un%er t&is Agreement i'' be @uantiie% in a time

an% #ost basis using t&e taris in Anne>ure 6 an% i'' be or t&e -.)TOERs a##ount

2/ F#%


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troub'es&ooting ste$s an% ensuring )EBATAs $&2si#a' a##ess

to s$a#e

691 W&ere ser3i#es attra#t a ee $ro3i%e un% an% #ost #entre inormation

696 De$artments must:6961 A$$oint ee#ti3e an% a$$ro$riate re$resentati3es to ser3e in t&e

)teering -ommitteeH

6966 A$$oint sui#ient numbers o I-T 'iaisons &o must:

P Ensure t&at inormation regar%ing I-T im$ro3ements #&anges to business $ro#esses s2stem

maintenan#e an% s2stem $rob'ems rea#&es a'' users T&is inormation norma''2 #omes 3ia emai's

sent b2 )EBATAH

P -oor%inate t&e gat&ering o inormation re@ueste% b2 )EBATAH

P Oer ee%ba# about I-T ser3i#es to )EBATAH

P Assist b2 assessing an% i%enti2ing I-T nee%s in t&e %e$artmentHP Regu'ar'2 #&e# )EBATAs ebsite (sebata#oa"H

P Re$resent t&e %e$artments I-T nee%s at t&e -.)TOERs inter%e$artmenta' I-T meetings or

simi'ar orums

P A$$oint %ire#tor2 manager &o must ensure t&at sta inormation (name te'e$&one number oi#e

number et#" #ontaine% in t&e -.)TOERs %ire#tor2 is a##urate an% maintaine%

6/0 PERFORMANCE7 TRAC4ING AND REPORTING

6/. 4e Pe'"%%e, C+%-e

An2 #&anges ma%e b2 t&e -.)TOER to its IT De$artments e2 $ersonne' must be %u'2

#ommuni#ate% to )EBATA

=or t&e $ur$ose o t&is Agreement t&e #onta#t $erson(s" or t&e -.)TOER are:

http://www.sebata.co.za/http://www.sebata.co.za/


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NATION

NAE DE)INATION

=or t&e $ur$ose o t&is Agreement t&e #onta#t $erson(s" or )EBATA are:

GERRIT DEYEL IT MANAGER

NAE DE)INATIONDYLAN STRYDOM MANAGING DIRECTOR

NAE DE)INATION

T&e $erson(s" reerre% to abo3e or t&e -.)TOER an% or )EBATA s&a'' be regar%e% as t&e $rimar2 an% se#on%ar

#onta#t $erson(s" res$e#ti3e'2 or a'' matters #on#erning ser3i#es #o3ere% un%er t&is Agreement an% an2 substitution

eit&er $erson(s" b2 eit&er art2 s&a'' be ee#te% b2 a2 o ritten noti#e to t&e ot&er art2

/2 Se'vice %< Se'vice Leve,

)EBATA agrees to $ro3i%e I-T )u$$ort an% ser3i#es to t&e I-T en3ironment %uring norma' oring &ours

T&e ser3i#es in#'u%e% in t&is )5A are t&ose a$$ro3e% oint'2 b2 t&e -.)TOER an% )EBATA as being #ore I-T su$$

ser3i#es T&ese are %eine% as essentia' I-T ser3i#es t&at meet a'' or most o t&e o''oing #riteria:

61 T&e2 su$$ort t&e #ore business o t&e -.)TOERH

66 T&e2 are use% a#ross t&e en3ironment o t&e -.)TOER an% %o not re@uire s$e#ia'ise% #ontent no'e

67 T&e2 nee% to be re'iab'e an% a3ai'ab'eH

64 T&ere is signii#ant an% $otentia''2 materia' ris to t&e -.)TOER i t&e stan%ar%s are not monitore%

im$'emente% an% enor#e%H

NAE


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=or t&e most $art t&e2 are $ro3i%e% to t&e -.)TOER in terms o t&is Agreement it& e>#e$tions as #'ear'2

ne% be'o

76< A##ountabi'it2 o t&eir $ro3ision rests it& )EBATA &i'e go3ernan#e remains it& t&e -.)TOER

/6 Re#eti%- S#"'t

An em$'o2ee o t&e -.)TOER t&at re@uires assistan#e must #onta#t t&e I-T *e'$%es b2 #a''ing K6!(0"11 61; ;0;0 / 0;


18/51

)er3i#e %e'i3er2 i'' be re3iee% b2 )EBATA an% t&e -.)TOER it&in one (1" mont& o t&e

$ub'i#ation o t&e @uarter'2 re$orts T&e obe#ti3e is to im$ro3e ser3i#es an% re3ie t&e

a$$ro$riateness o ser3i#e 'e3e' targets

6/8 Re#eti%- Ne& Se'vice

T&is )5A %es#ribes t&e ser3i#es t&at ou'% be $ro3i%e% to t&e -.)TOER b2 )EBATA T&e

-.)TOER an% / or its 3arious %e$artments ma2 re@uest a%%itiona' ser3i#es T&ese oten

attra#t a ee an% ma2 re@uire t&e negotiation o a to$u$ )5A

T&e -.)TOER s&ou'% #onta#t t&e I-T &e'$%es to 'og a %e3e'o$ment re@uest a re@uest

or )EBATA to #onsi%er $ro3i%ing a ne ser3i#e or s2stem (in ot&er or%s somet&ing not

#atere% or at $resent" or to substantia''2 re%esign or %e3e'o$ment an e>isting ser3i#e ors2stem

1/0 COMPENSATION

1/. Fee %< P$e%t

T&e ees $a2ab'e un%er t&is Agreement are #a'#u'ate% on an annua' basis an% are $a2ab'e

mont&'2 an% / or annua''2 in a%3an#e or ea#& 2ear

T&e ees an% $a2ments s&a'' es#a'ate annua''2 on t&e anni3ersar2 o t&is Agreement at t&e

'e3e' o t&e $re3ai'ing -I rom time to time or 10M &i#&e3er is t&e &ig&er

T&e ees $a2ab'e #an eit&er be $ai% b2 #&e@ue %ire#t ban e'e#troni# transer or b2 %ebit

or%er

1/2 Rei$=#'=,e Ee%e

Reimbursab'e e>$enses s&a'' in#'u%e an2 or an% / or ser3i#e t&at is re@uire% b2 t&e

-.)TOER t&at is not #o3ere% un%er t&is Agreement

T&e $ro3ision o su#& or an% / or ser3i#e i'' be at t&e %is#retion o )EBATA )EBATA

reser3es t&e rig&t to reuse to $ro3i%e an% / or e>e#ute or an% / or ser3i#e t&at is not


19/51

#o3ere% un%er t&is Agreement $ro3i%e% t&at )EBATA $ro3i%es t&e -.)TOER it& a orma'

(ritten" noti#e o reusa'

Reimbursab'e e>$enses i'' be #&arge% a##or%ing to t&e taris a$$earing in A%%e#'e 2

1/6 I%v"ice

In3oi#es or ser3i#es #o3ere% un%er t&is Agreement i'' be issue% a mont& in a%3an#e e3er2

mont& an% i'' be emai'e% toGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGan% $oste% to t&e

Domicilium citandi et executandi #&osen b2 t&e -.)TOER an% re'e#te% in -'ause !9 o

t&is Agreement

1/1 P$e%t Te'$ ? I%te'et "% Lte P$e%t

=ees are $a2ab'e mont&'2 an% / or annua''2 in a%3an#e or ea#& $erio% a$$'i#ab'e

Interest #om$oun%e% mont&'2 in arrear at t&e $re3ai'ing o3er%rat rate o )EBATA) baners

rom time to time s&a'' be 'e3ie% on a##ounts oing b2 t&e -.)TOER or an2 $erio% 'onger

t&an t2" %a2s

)EBATA reser3es t&e rig&t to sus$en% an% / or terminate ser3i#es un%er t&is Agreement in

res$e#t o non$a2ment an% / or o3er%ue a##ount

T&e -.)TOER ma2 not set o an2 amount(s" oing b2 )EBATA an% / or )EBATA) %u'2

aut&orise% agent(s" rom an2 amount(s" %ue b2 t&e -.)TOER to )EBATA an% / or

)EBATA) aut&orise% agent(s"

An a$$ro$riate %is#ount ma2 be a$$'ie% in res$e#t o ees $ai% annua''2 in a%3an#e b2 t&e

-.)TOER T&e %is#ount to be a$$'ie% s&a'' be at t&e so'e %is#retion o )EBATA

5/0 DUTIES AND RESPONSIBILITIES

5/. P'"cei%- %< A#t+"'iti"% "f I%v"ice


20/51

T&e -.)TOER u$on re#ei$t o an in3oi#e re'ating to ser3i#es ren%ere% b2 )EBATA in

terms o t&is Agreement s&a'' set in motion a'' $ro#esses re@uire% un%er t&e -.)TOERs

$o'i#ies an% $ro#e%ures or $a2ment o t&e in3oi#e it&in t&e $erio% sti$u'ate% in -'ause 4

o t&is Agreement

A'' in3oi#es an% bi''ing %o#uments i'' be orar%e% to t&e $erson(s" sti$u'ate% in -'ause 71

o t&is Agreement or $ro#essing an% aut&orisation

5/2 CUSTOMER Pe'"%%e,7 Fci,itie %< Re"#'ce

T&e -.)TOER agrees an% un%ertaes:

To inorm )EBATA o an2 au't or %amage &en %iasgnose%

To mae t&e e@ui$ment an% su#& a#i'ities as ma2 be ne#essar2 a3ai'ab'e to )EBATA

$ersonne' u$on arri3a' at t&e -.)TOERs $remises

To a''o on'2 aut&orise% )EBATA $ersonne' to #arr2 out ser3i#es an% su$$ort in terms o t&is

Agreement

Not to mo3e t&e #arr2 out ser3i#es #o3ere% in t&is Agreement it&out ritten noti#e to

)EBATA

To #are or t&e e@ui$ment an% &ouse it in suitab'e $remises an% un%er suitab'e en3ironmenta'

#on%itions an% to o''o su#& instru#tions on t&ese matters an% in regar% to o$erating t&e

e@ui$ment an% #arr2ing out o$erators routine maintenan#e on t&e e@ui$ment as )EBATA or

t&e su$$'ier ma2 gi3e rom time to time

To #arr2 out an2 %iagnosti# an% test routines on t&e e@ui$ment so'e'2 in t&e manner a%3ise%

b2 )EBATA or t&e su$$'ier an% u$on termination o t&e maintenan#e ser3i#e ort&it& return

to )EBATA a'' #o$ies o $rogrammes manua's an% ot&er %o#umentation #om$rising su#&

routines

To noti2 )EBATA in riting it&out %e'a2 o an2 #&anges in t&e o$erating #on%itions or

en3ironment surroun%ing t&e insta''ation


21/51

To $ro3i%e a te'e$&one in t&e 3i#init2 o t&e insta''e% #om$uter e@ui$ment an% to a''o t&is

te'e$&one a#i'it2 to be use% ree o #&arge b2 )EBATA $ersonne' i re@uire% or t&e e>e#ution

o %uties in res$e#t o ser3i#es #o3ere% in t&is Agreement

T&at at t&e en% o t&e initia' one 2ear term o t&is Agreement or an2 time t&ereater iin%i3i%ua' item(s" #annot in )EBATAs o$inion be a%e@uate'2 or e#onomi#a''2 maintaine% on

site %ue to e>#essi3e ear an% / or %eterioration )EBATA ma2 submit to t&e -.)TOER a

@uotation or t&e reurbis&ment o su#& items I t&e -.)TOER e'e#ts not to &a3e t&e items

o e@ui$ment reurbis&e% or i reurbis&ment is im$ra#ti#a' %ue to t&e age o su#& items or t&e

nona3ai'abi'it2 o re$'a#ement $arts )EBATA ma2 it&%ra su#& items rom t&is Agreement

u$on 70 (t&irt2" %a2s $rior ritten noti#e

5/6 T'i%i%- "% Seci,ie< E#i$e%t %< * "' T

)EBATA i'' un%ertae to train em$'o2ees o t&e -.)TOER &en an% &ere ne#essar2

an% $ossib'e on t&e reso'ution o s$e#ii# an% genera' issues t&at ma2 arise rom time to time

issues &i#& ma2 or ma2 not be #o3ere% un%er t&is Agreement )EBATA i'' en%ea3our to

'imit t&is to minor issues t&at ma2 not ae#t norma' o$erations o t&e -.)TOER

5/1 A'"v, %< I%f"'$ti"%

T&e $erson(s" sti$u'ate% in -'ause 71 o t&is Agreement i'' be res$onsib'e or:

L T&e a$$ro3a' o an2 amen%ments a'terations #&anges an% t&e enor#ement o t&is AgreementH

L T&e issuan#e o an2 inormation t&at ma2 be re@uire% b2 )EBATA or t&e ee#ti3e %e'i3er2 o

ser3i#es in terms o t&is Agreement

L An2 ot&er orm o assistan#e it&in reason t&at ma2 be re@uire% or t&e ee#ti3e %e'i3er2 o

ser3i#es in terms o t&is Agreement

5/5 D#tie "f Se=t

)EBATA s&a'' ensure t&at a'' or to be %one in terms o t&is Agreement s&a'' be $erorme%

an% / or su$er3ise% b2 #om$etent an% @ua'iie% $ersonne'


22/51

8/0 OTHER INFORMATION8/. T+i'< (6'


23/51

)&ou'% t&e ser3i#es to t&e -.)TOER #o3ere% un%er t&is Agreement be sus$en%e% or

&atsoe3er reason t&e -.)TOER a#no'e%ges t&at it i'' oreit its a##ess to an2 as$e#t

o an% / or t&e u'' ser3i#e #o3ere% un%er t&is Agreement but t&e -.)TOER s&a'' sti'' be

'iab'e or t&e $a2ment o ees %uring su#& sus$ension

8/1 Te'$i%ti"%

T&is Agreement s&a'' be terminate% b2 eit&er art2 on gi3ing t&e ot&er art2 < ()i>" #a'en%ar

mont&s or 1;0 (One *un%re% an% Eig&t2" #a'en%ar %a2s noti#e o su#& termination an% su#&

noti#e s&a'' be in riting

Eit&er art2 s&a'' be entit'e% to terminate t&is Agreement u$on an a#t or omission o t&e ot&er

art2 &i#& is in brea#& o t&is Agreement an% is not reme%ie% to t&e e>tent reme%iab'eit&in a reasonab'e $erio% ater being notiie% o su#& brea#& in riting

8/5 Di#te %< A'=it'ti"%

)&ou'% an2 %is$ute o &atsoe3er nature arise beteen t&e arties out o or $ursuant to t&is

Agreement or s&ou'% a %ea%'o# o##ur eit&er art2 s&a'' be entit'e% b2 ritten noti#e to t&e

ot&er art2 to re@uire t&at t&e %ea%'o# or %is$ute be reso'3e% it&in ourteen (14" %a2s or

to ees

I t&e %is$ute or %ea%'o# reerre% in t&e $aragra$& abo3e is not reso'3e% or a #om$romise is

not oun% ater t&e ourteen (14" %a2s t&e aggrie3e% art2 ma2 re@uire in a ritten noti#e to

t&e ot&er art2 t&at t&e %ea%'o# or %is$ute be reerre% to an Arbitrator to be agree% u$on b2

t&e arties

=ai'ing agreement as to t&e $erson to be a$$ointe% it&in ourteen (14" %a2s ater t&e

o##urren#e o an2 su#& %ea%'o# or %is$ute reerre% to in t&e $aragra$& abo3e t&e %is$ute or

%ea%'o# s&a'' be submitte% to an Arbitrator to be nominate% b2 t&e -&airman o t&e

Arbitration =oun%ation o )out& Ari#a (A=)A" )u#& arbitration s&a'' be #on%u#te% in

a##or%an#e it& A=)A Ru'es an% Regu'ations

)&ou'% t&e arbitration $ro#ee%ings $er $aragra$& abo3e remain unreso'3e% t&e matter i'' be

reerre% to a )out& Ari#an -ourt it& re'e3ant uris%i#tion

8/8 C"t


24/51

In t&e e3ent t&at )EBATA an% / or its %u'2 aut&orise% agent &a3ing to enor#e an2 o its rig&ts

in terms o t&is Agreement %ue to t&e -.)TOERs brea#& t&e -.)TOER s&a'' be 'iab'e

or t&e #osts in#urre% b2 )EBATA an% / or its %u'2 aut&orise% agent as on t&e s#a'e beteen

attorne2 an% on #'ient in#'u%ing #o''e#tion #ommission an% tra#ing #osts

8/9 Vi M>"' (F"'ce M>e#'e)

Neit&er art2 s&a'' &a3e an2 #'aim o an2 nature &ate3er against t&e ot&er or ai'ure to #arr2

out an2 o its ob'igations un%er t&is Agreement as a resu't o vis major, in#'u%ing but it&out

being 'imite% to an2 strie 'o#out s&ortage o 'abour or materia's %e'a2s in trans$ort

a##i%ents o an2 in% riot $o'iti#a' an% #i3i' %isobe%ien#e or %isturban#e t&e e'ements an2

a#t o an2 )tate or o3ernment or an2 ot&er aut&orit2 or an2 ot&er #ause &ate3er be2on%

t&e #ontro' o t&e art2 in @uestion

8/ Seve'=i,it

Ea#& $aragra$& #'ause an% / or a$$en%i> in t&is Agreement is se3erab'e rom t&e ot&ers

I an2 $aragra$& #'ause or a$$en%i> is oun% b2 an2 #om$etent -ourt to be %ee#ti3e an% / or

unenor#eab'e or in3a'i% or &atsoe3er reason t&e remaining $aragra$&s #'auses an%

a$$en%i#es s&a'' #ontinue to be o u'' or#e an% ee#t

8/: D"$ici,i#$ %< N"tice

T&e arties &ereto #&oose domicilia citandi et executandi or a'' $ur$oses o an% in

#onne#tion it& t&is Agreement as o''os:

)EBATA:


25/51

)IYAN-.A 5O-A5 .NI-IA5ITY:-AR5 -I55IER) )TREET DO.5A) ;!70

Te'e$&one: ( 07" 69; 1;10

=a#simi'e: ( 07" 69; 7141

Emai':

Eit&er art2 &ereto s&a'' be entit'e% to #&ange its domicilium rom time to time $ro3i%e%

t&at an2 ne domicilium se'e#te% b2 it s&a'' be an a%%ress ot&er t&an a bo> number in t&e

Re$ub'i# o )out& Ari#a an% an2 su#& #&ange s&a'' on'2 be ee#ti3e u$on re#ei$t o t&e

noti#e in riting b2 t&e ot&er art2 o su#& #&ange

A'' noti#es %eman%s #ommuni#ation or $a2ments inten%e% or eit&er art2 s&a'' be

ma%e or gi3en at t&e ot&er art2s domicilium or t&e time being

A noti#e sent b2 one art2 to t&e ot&er art2 s&a'' be %eeme% to be re#ei3e%:

on t&e same %a2 i %e'i3ere% b2

&an%H on t&e same %a2 i sent b2

te'ea>H

on t&e se3ent& (!t&" %a2 ater $osting i sent b2 $re$ai% registere% mai'

Notit&stan%ing an2t&ing to t&e #ontrar2 #ontaine% &erein a ritten noti#e or

#ommuni#ation a#tua''2 re#ei3e% b2 a art2 s&a'' be a%e@uate ritten noti#e or

#ommuni#ation to it notit&stan%ing t&at it as not sent to or %e'i3ere% at its #&osen

domicilium citandi et executandi.

8/.0 G"ve'%i%- L& %< J#'i


26/51

t&e none>#'usi3e uris%i#tion o t&e *ig& -ourt o )out& Ari#a (Witatersran% 5o#a'

Di3ision"


27/51

P'i"' A-'ee$e%t!

9/0 GENERAL

8


28/51

T&is Agreement re$'a#es an2 $rior )5A t&at ma2 &a3e been in $'a#e an%/or negotiate% beteen t&e

arties W&ere no signe% Agreement as an%/or is in $'a#e t&is Agreement re$resents t&e un%erstan%ing

an% agreement beteen t&e arties

An2 $rior )5A entere% into beteen t&e -.)TOER an% )EBATAre'ate% entities su#& as N2'Data-om$uter )er3i#es (ro$rietar2" 5imite% (Registration number 199;/00901!/0!" an%/or .nite#& -om$uter

)er3i#es (ro$rietar2" 5imite% (Registration number 1996/0067;!/0!" an%/or Ari#an =inan#ia' )o'utions

(ro$rietar2" 5imite% (Registration number 199!/00;49/0!" an%/or B C B )otare --

(-?19;!/01704!/67" an%/or B C B )otare (ro$rietar2" 5imite% (Registration number 600/077097/0!"

are on signature o t&is Agreement ee#ti3e'2 re$'a#e% b2 t&is Agreement

Notit&stan%ing t&e a#t t&at t&is Agreement re$'a#es an2 $rior ritten an%/or unritten )5A an%/or

arrangement in res$e#t o t&is an%/or an2 ot&er o )EBATAs ser3i#es beteen t&e -.)TOER an% an2

entit2 taen o3er b2 )EBATA an%/or &ose assets rig&ts an% ob'igations )EBATA too o3er t&e rig&ts an%

ob'igations o )EBATA an% t&ose o t&e -.)TOER remain 3a'i% an% unae#te%

E%ti'e A-'ee$e%t!

T&is %o#ument #onstitutes t&e so'e re#or% o t&e agreement beteen t&e $arties in res$e#t o ser3i#es

#o3ere% un%er t&is Agreement No art2 s&a'' be boun% b2 an2 e>$ress or im$'ie% term re$resentation

arrant2 $romise or t&e 'ie not re#or%e% &erein

A$e%


29/51

No in%u'gen#e &i#& eit&er o t&e arties +t&e grantor," ma2 grant to t&e ot&er (+t&e

grantee," s&a'' #onstitute a ai3er o an2 o t&e rig&ts o t&e grantor &o s&a'' not t&ereb2

be $re#'u%e% rom e>er#ising an2 rig&ts against t&e grantee &i#& mig&t &a3e

arisen in t&e $ast or &i#& mig&t arise in t&e uture

Ai-%$e%t!

)EBATA ma2 #e%e assign %e'egate or in an2 ot&er a2 a'ienate or %is$ose o its rig&ts

an% ob'igations un%er t&is Agreement it& or it&out t&e $rior #onsent o t&e

-.)TOER An2 #onsent or a$$ro3a' re@uire% b2 )EBATA in terms o t&is Agreement

i'' not be unreasonab'2 it&&e'%

Bi%


30/51

T*.) DONE AT ON T*I) T*E DAY O= 60

=or an% on be&a' o:

)EBATA .NI-IA5 )O5.TION) (RORIETARY" 5IITED

NAE:

W&o arrants &is/&er aut&orit2 &ereto

-AA-ITY:

A.T*ORITY:

WITNE))E):



31/51

=or an% on be&a' o:

)IYAN-.A 5O-A5 .NI-IA5ITY

NAE:

W&o arrants &is/&er aut&orit2 &ereto

-AA-ITY:

A.T*ORITY:

A) WITNE))E):

I-T).ORT )5A )EBATA .NI-IA5 )O5.TION) (


32/51

ANNE;URE .

DETAILED SCOPE OFSTANDARD SERVICESOF THIS SLA

NET3OR4 SERVICES

-.)TOER) netor a##ountH

assor% management

or -.)TOERs

netor a##ountsH 5o#a'

ire'ess an% i%e area

netorH

A##ess to internet ser3i#esH

Remote a##ess to -.)TOERs e

resour#esH

5o#a' i'e

s2n#&ronisationH an%

A%ministration o a

roaming I) a##ount

Se'vice Se'vice Leve, T'-etC#t"$e' Re"%i


33/51

T" cce t+e e'viceIn%i3i%ua' users #annot directly &a3e netor

a##ounts issue% or #an#e''e% T&ese$ro#esses &a$$en automati#a''2 as o''os:

=or a sta a##ount to be issue% T&e sta members %e$artment must submit t&ecc"#%t ctivti"% orm to t&e IT 5iaison 4ees beore #ommen#ement o or an% t&eorm must be orar%e% to )EBATA or issuingo t&e a##ount

=or a sta a##ount to be #an#e''e% T&e sta members %e$artment must submit t&ecc"#%t c%ce,,ti"% orm to t&e IT 5iaisonan% t&is must be orar%e% to )EBATA or #an#e''ation o t&e a##ount

=or a 7r% $art2 a##ount to be issue% T&e

%e$artment t&at is maing use o t&e 7r%

$art2s2stem must submit a 6'< 't cc"#%tctivti"% orm to t&e IT 5iaison an% t&e ormmust be orar%e% to )EBATA or issuing o t&e a##ount (t&e orm must &a3e a starting%ate"

=or a 7r% $art2 a##ount to be #an#e''e% T&een% %ate on t&e a##ount a#ti3ation orm i''trigger t&e automati# #an#e''ation o t&e 7r% $art2s a##ount

P'e'e#iiteL =un%amenta' -.)TOER

res$onsibi'itiesH

L -.)TOER must $ro3i%e GGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGG#om$'ete an% a##urate

CUSTOMERS NET3OR4 ACCOUNT

Dec'iti"%!L Issuing o a -.)TOER netor

a##ountHL -an#e''ing o a -.)TOER

netor a##ountA,ic=,e t"!

L -.)TOER em$'o2eesL Aut&orise% 7r% $arties

Se'vice Re#et Se'vice T'-etLeve,

Issuing netora##ount

1 %a2

-an#e''ingnetor a##ount

1 %a2

C"%t'i%tL =un%amenta' e>terna'

#onstraintsL A netor a##ount #annot be

issues i t&e -.)TOERsnetor a##ount &o'%ers

organisationa' #o%e &as not been%eine% an% #a$ture% in t&ea$$'i#ab'e s2stem


34/51


35/51

T" 'e"'t f#,t "' '"=,e$ &it+ t+ee'vice

L )ta s&ou'% #onta#t t&e I-T *e'$%es b2 $&one emai' or 3ia t&e )EBATA ebsite

A,ic=,e P",icieL Em$'o2ees o t&e -.)TOER must ee$ t&eir a##ounts an% $assor%s se#ure an% ne3er a''o

GGGGGGGGGan2one e'se to use t&em

LOCAL7 3IRELESS AND 3IDE AREANET3OR4

netor $ointL Aut&orisation rom t&e re'e3ant $art2(s"

T" 'e"'t f#,t "' '"=,e$ &it+ t+e e'vice-onta#t t&e I-T *e'$%es b2 $&one t&roug& emai' or 3ia t&e )EBATA ebsite

A,ic=,e P",icieOrganisationa' I-T o'i#ies

PASS3ORD MANAGEMENT FORCUSTOMER NET3OR4 ACCOUNTS

Dec'iti"%!L -&anging o $assor%s b2

a##ount &o'%ers 3ia t&e I-T*e'$%es

A,ic=,e t"!L -.)TOER netor a##ount

&o'%ers

Avi,=i,itassor% #&ange ser3i#e is a3ai'ab'e 9Mo t&e %uring norma' oring &ours (0!*70to 1terna'

#onstraints

T" cce t+e e'viceassor% #&anges #an be re@ueste% b2'ogging a #a'' it& t&e I-T *e'$%es an%re@uesting a $assor% #&ange


res$onsibi'itiesL Em$'o2ees o t&e

-.)TOER must $ro3i%e$roo o i%entii#ation in or%er to &a3e t&eir $assor%s

#&ange% b2 t&e I-T*e'$%esL Em$'o2ees o t&e

-.)TOER must #&anget&eir $assor%s &en$rom$te% to %o so

T" 'e"'t f#,t "' '"=,e$ &it+ t+e

e'viceL )ta s&ou'% #onta#t t&e I-T

*e'$%es b2 $&one emai' or 3ia t&e )EBATA ebsite

A,ic=,e P",icieL )ta members must #onsu't

t&eir IT 5iaison &enre@uiring #&anges to

GGGGGGGGG $assor%s GGGGGGGGGGGGGG

Dec'iti"%!

L T&e netor rom t&e $oint in t&ea'' to t&e %ata #entreH

L Wire'ess netorsHL Wi%e area netor ' ins

A,ic=,e t"!L -.)TOER netor a##ount

&o'%ers #onne#te% to t&e-.)TOERs netor

Avi,=i,it f"' 3AN ? LAN iteT&e -.)TOERs netor rom t&e#entra' %ata #entre(s" to t&e #onne#tion$oint on ea#& WAN site o t&e-.)TOER is a3ai'ab'e 9M o t&e time64 &ours a %a2 ! %a2s a ee e>#'u%ingmont&'2 maintenan#e in%os

Avi,=i,it "f LAN iteT&e -.)TOERs netor rom t&e#entra' %ata #entre(s" to t&e #onne#tion$oint in ea#& bui'%ing o t&e -.)TOERis a3ai'ab'e 9M o t&e time 64 &ours a

%a2 ! %a2s a ee e>#'u%ing mont&'2maintenan#e in%os

T" cce t+e e'vice5og a #a'' it& I-T *e'$%es b2 $&onet&roug& emai' or 3ia )EBATA ebsite


res$onsibi'itiesH=or a''o#ating a %2nami# I a%%ress:

L t&e #orre#t A- a%%ressH=or a''o#ating a stati# I a%%ress an%u$%ating t&e DN):

L t&e #orre#t A- a%%ress an%&ostname

=or insta''ing or mo3ing a netor $oint:L inormation un% name #ost G#entre $&2si#a' 'o#ation o a


Insta''ing or mo3ing a netor$oint

10 %a2s

A''o#ating a%2nami# Ia%%ress

1 %a2

A''o#ating a stati#I a%%ress

6 %a2s

.$%ating t&eDN)

6 %a2s

=i>ing a au't it&netor a##ess

1 %a2


36/51


#onstraints

L =or WAN sites %ontime#ause% b2 -.)TOERs#onne#ti3it2 3en%ors

L =or ire'ess ser3i#es e'e#tromagneti# intereren#esL A3ai'abi'it2 o irea2s an%s'ee3es t&at #arr2 #ab'es

GGGGGGGGG($ro3i%e% b2 ot&ers" GGGGGGGGGG

ACCESS TO INTERNET SERVICES

Dec'iti"%!L Aut&enti#ate% a##ess to t&e Wo'%

Wi%e Web (&tt$ &tt$s t$" it& no@uota restri#tions

L $ro3ision o eb usageinormation to en%users an% t&ee>e#uti3e

L $rioritisation o #ertain internet$roto#o's o3er ot&ers to ensuret&at &ig& $riorit2 areas re#ei3emore ban%i%t&

L $ro#essing o e>#e$tion re@uests:o s$e#ia' ban%i%t&

a''o#ation or ni#&ea$$'i#ations

o re@uests to $ro3i%e a##esst&at re@uires noaut&enti#ation tos$e#ii# .R5s or s$e#ia'

$ur$ose ser3ers o re@uestsor a%%itiona' mont&'2 @uotasor t&e e>e#uti3e

A,ic=,e t"!L A##ount &o'%ers 'o#ate% in t&e

$remises / bui'%ings o t&e-.)TOER an% #onne#te% to t&e-.)TOERs netor

Ec,#i"%L )$e#ii# 7r% $artiesL Ot&er areas as s$e#iie% b2 t&e

-.)TOER

Avi,=i,it A##ess to t&e Internet ser3i#e is a3ai'ab'e9M o t&e time 64 &ours a %a2 ! %a2s aee e>#'u%ing oi#ia' mont&'2maintenan#e in%os


=i>ing internet

a##ess $rob'ems

Wit&in 1 %a2

A''o#atinga%%itiona'mont&'2 @uotas

Wit&in 6 %a2s

ro3i%ing s$e#ia'ban%i%t&a''o#ations

Wit&in %a2s


#onstraintsL Dontime attributab'e to t&e

-.)TOERs ban%i%t&$ro3i%ers

L Dontime attributab'e to ne%enia' o ser3i#e atta#s an%ma'are %es$ite best eorts tob'o# su#& trai#

L Dontime on ebsites not&oste% b2 )EBATA

Note: o service level tar!ets can be setfor speed, as t"is is constrained by t"eamount of bud!et available for band#idt"and t"e demands placed upon t"eband#idt" by users at any point in time.

T" cce t+e e'vice=or s$e#ia' ban%i%t& a''o#ations sta must #onta#t t&eir res$e#ti3e IT 5iaison&o i'' in turn #onta#t t&e I-T*e'$%es b2 $&one or 3ia emai'


res$onsibi'itiesL A #om$uter an% su$$orte%

broser #orre#t'2 #onigure%to #onne#t to t&e internetL T&e %e$artmenta' IT 5iaisons

i'' aut&orise s$e#ia'ban%i%t& @uota a''o#ationsan% i'' inorm )EBATA

T" 'e"'t f#,t "' '"=,e$ &it+ t+e

e'vice-onta#t t&e I-T *e'$%es b2 $&one b2emai' or 3ia t&e )EBATA ebsite

A,ic=,e P",icieOrganisationa' I-T o'i#ies an% internetusage regu'ations


37/51

ADMINISTRATION OF A ROAMING ISPACCOUNT

Dec'iti"% A%ministration o roaming internetsubs#ri$tion (I) a##ount" t&at #an on'2 beuse% 'o#a''2ro#essing o:

L A$$'i#ationsL -&angesL ont&'2 $a2ments

A,ic=,e t"!

L )ta members

L Aut&orise% 7r% $arties

T" cce t+e e'vice-onta#t t&e I-T *e'$%es b2 $&one

t&roug& emai' or 3ia t&e )EBATA ebsite


res$onsibi'ities

T" 'e"'t f#,t "' '"=,e$ &it+ t+ete$

L -onta#t I-T *e'$%es b2$&one t&roug& emai' or 3iat&e )EBATA ebsite

L -onta#t t&e 'o#a' ser3i#e%es o t&e res$e#ti3e I)

A,ic=,e P",icieOrganisationa' o'i#ies go3erning t&ea##ess an% use o t&e internet

T" cce t+e e'vice5og a #a'' it& I-T *e'$%es b2 $&onet&roug& emai' or 3ia )EBATA ebsiteor a##ess to t&e setu$s


res$onsibi'itiesL A #om$uter it& a oring

internet #onne#tionL A broser on t&e su$$orte%

sotare 'ist

T" 'e"'t f#,t "' '"=,e$ &it+ t+ee'vice-onta#t I-T *e'$%es b2 $&one

t&roug& emai' or 3ia t&e )EBATAebsite

A,ic=,e P",icieOrganisationa' I-T o'i#ies an% remotea##ess regu'ations

Avi,=i,itRe3erse $ro>2 ser3i#es are a3ai'ab'e 9Mo t&e time 64 &ours a %a2 an% ! %a2s aee e>#'u%ing oi#ia ' mont&'2maintenan#e in%os

C"%t'i%tL E>terna' un%amenta'


-.)TOERQ) ban%i%t&$ro3i%ers

L Dontime attributab'e to ne%enia' o ser3i#e atta#s an%ma'are %es$ite best eorts tob'o# su#& trai#

L Dontime on ebsites not&oste% b2 )EBATA

Note: o service level tar!ets can be setfor speed, as t"is is constrained by t"eamount of bud!et available for band#idt"and t"e demands placed upon t"eband#idt" by users at any point in time.Since t"e service is accessed from offsite,speed is also affected by t"e service fromt"e ISP.

REMOTE ACCESS TO CUSTOMERS E@RESOURCESDec'iti"%!Re3erse $ro>2: aut&enti#ate% ositea##ess to se'e#te% eresour#es

A,ic=,e t"!Netor a##ount &o'%ers


A$$'i#ation$ro#essing

1 %a2

-&anging t&e$assor%

1 %a2


38/51

CORE IT SYSTEMS

Emai' an% -a'en%aring

A##ess to i'es on #entra' storage

Netor $rinting

ro3ision o sotare

Desto$ se#urit2 s2stems

On'ine %ire#tor2 o t&e -.)TOER (i an2"

EMAIL AND CALENDARING

Dec'iti"%

L A uni3ersa' inbo> messaging#a'en%aring grou$ s#&e%u'ingtas management an% t&rea%e%%is#ussions

o An emai' a%%ressit&in t&e-.)TOERQ)%omain t&at #om$'iesto t&e emai' namingstan%ar%

o A mai'bo> it& a60B storages$a#e or sta an%a$$'i#ab'e 7r% $arties

o Abi'it2 to boomeetings 3enuesan% resour#est&roug& a s&are%#a'en%ar

o Abi'it2 to ar#&i3emessages

o Abi'it2 to set u$i'tering ru'es an%3a#ation re$'ies

L A##ess rom on an% ositeL ai'bo> a##ess 3ia a se#ure

IA t2$i#a''2 use% or mobi'e%e3i#es an% ot&er unsu$$orte%emai' #'ients

L DA -onne#t sotare an%s2n#&ronisation it& DAsL rou$ mai'ing 'ists an%

organisationa' sta grou$ingsL .ser re@ueste% mai'ing 'istsL Atta#&ment o -.)TOERQ)

emai' %is#'aimer to a'' outgoingmai'

L Emai' %e'i3er2 a##or%ing to t&eo''oing ru'es: attem$te%%e'i3er2 e3er2 1 minutes or t&eirst 6 &ours t&en at in#reasing

inter3a's starting at 6 &ours an%in#reasing ea#&

GGGGGGGGGtime b2 a a#tor o 1 &ours u$

Se'vice Se'vice Leve, T'-et C#t"$e' Re"%i=i,itie

Avi,=i,it

E>#'u%ing oi#ia' mont&'2 maintenan#ein%os measure% on a 64/! basis emai'an% #a'en%aring are a3ai'ab'e 9M o t&etime


-reating an emai'a##ount

7 %a2s

A''o#atinga%%itiona'mai'bo> s$a#e

7 %a2s

-reating amai'ing 'ist 7 %a2s

-reating a 3enueor resour#e in t&es&are% #a'en%ar

7 %a2s

Re#o3ering emai'%ata rom t&e#entra' ser3ers

7 %a2s

C"%t'i%tL =un%amenta' e>terna' #onstraintsL A netor a##ount #annot be

issues i t&e -.)TOERQsnetor a##ount &o'%erQsorganisationa' #o%e &as not been%eine% an% #a$ture% in t&ea$$'i#ab'e s2stem


39/51

T" cce t+e e'viceEmai' a##ounts an% a%%resses areautomati#a' '2 generate% &en a-.)TOER netor a##ount is issue%=or a'' ot&er emai' ser3i#es 'og a #a'' it&I-T *e'$%es b2 $&one t&roug& emai' or

3ia t&e )EBAT A

ebsite


res$onsibi'itiesOt&er -.)TOER res$onsibi'ities

L )ta must manage t&eir mai'bo>es to ensure t&at t&e2 %onot e>#ee% s$a#e 'imitations na%ris being $re3ente% romsen%ing mai'

L )ta are res$onsib'e or ba#ingu$ an2 emai' %ata store% on t&eir 'o#a' #om$uter

L A #orre#t'2 #onigure% emai' #'ientor eb broser

L A #om$uter it& a oringinternet #onne#tion

T" 'e"'t f#,t "' '"=,e$ &it+ t+e

e'vice-onta#t t&e I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATA ebsite

A,ic=,e P",icieOrganisationa' I-T o'i#ies an% emai'a##ess an% use regu'ations


40/51

to 1< &ours t&en e3er2 ; &oursunti' 4 %a2s &a3e $asse% sin#et&e irst ai'e% %e'i3er2

C+'-e=,e c"$"%e%t!L A%%itiona' mai'bo> s$a#e

L Re#o3er2 o mai'bo> %atastore% on #entra' ser3ers it&in

14 #a'en%ar %a2s

A,ic=,e t"!L Netor a##ount &o'%ers

Ec,#i"%!L On'2 a 'imite% set o eatures is

a3ai'ab'e &en #onne#ting 3iase#ure IA

L Emai' messages 'arger t&an

10B i'' not be %e'i3ere%L Emai' messages it& banne%

atta#&ment i'e t2$es i'' not be%e'i3ere%

ACCESS TO FILES ON CENTRAL

STORAGE

Dec'iti"%!L On or osite a##ess to %ata in

t&e stas &ome %ire#tor2 (=:%ri3e" it& 60B a''o#ation tosta an% #ertain 7r% $arties

L On or osite a##ess to %atastore% in a s&are% %ire#tor2 on#entra' storage (: %ri3e"

L )torage t&at is &ig&'2 a3ai'ab'ere'iab'e e>tensi3e'2 ba#e%u$an% re#o3erab'e ie suitab'eor business#riti#a' %ata

L )er3erbase% anti3iruss#anning

C+'-e=,e c"$"%e%t!L A%%itiona' storage s$a#e

be2on% t&e initia' a''o#ationL Re#o3er2 o %ata store% on

#entra' ser3ers it&in 14oring %a2s

A,ic=,e t"! A'' netor a##ount &o'%ers

Ec,#i"%!L )EBATA a''o#ates s&are%

#entra' storage s$a#e to-.)TOER) %e$artmentson'2 anagement o t&is s$a#eis not )EB ATA) res$onsibi'it2

L )ta 'o#ate% at -.)TOER)WAN sites #annot a##ess &ome%ire#tor2 or s&are% %ata romosite

T" cce t+e e'vice

L A##ess to =H %ri3e isautomati#a''2 a''o#ate% &en a-.)TOER netor a##ountis #reate% / issue%

L *ig& 'e3e' a##ess to : %ri3e is

automati#a''2 a''o#ate%L =or i'e ser3i#e re'ate% re@uests

ot&er t&an t&e 'oer 'e3e' :%ri3e a##ess 'og a #a'' it& t&eI-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e)EBATA ebsite

L =or a##ess to 'oer 'e3e' :%ri3e o'%ers #onta#t t&e IT5iaison in t&e %e$artment


res$onsibi'ities

Ot&er -.)TOER res$onsibi'itiesL anagement o t&e =: an% :

%ri3es to ensure t&at t&e2 %onot e>#ee% s$a#e 'imitationsan% t&e ris o #orru$ting or 'osing %ata


L A #orre#t'2 #onigure% netor#'ient or eb broser

T" 'e"'t f#,t "' '"=,e$ &it+ t+ee'vice

-onta#t t&e I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATA ebsite

A,ic=,e P",icieOrganisationa' I-T o'i#ies an% remotea##ess regu'ations

Avi,=i,itE>#'u%ing oi#ia' mont&'2 maintenan#ein%os measure% on a 64/! basisa##ess to i'es on t&e #entra' storage isa3ai'ab'e 9M o t&e time


A''o#atinga%%itiona' storages$a#e

7 %a2s

Re#o3ering %atarom #entra'ser3ers

7 %a2s

=i>ing a au't 1 %a2

C"%t'i%t=un%amenta' e>terna' #onstraints

Note: o service level tar!ets can be set for speed of access from off$site, as t"is isconstrained by t"e %&S'(M)*+Sband#idt" availability and service from t"eISP.


41/51

NET3OR4 PRINTING

Dec'iti"%!L rinting to an2 netor $rinter

&i#& 2ou &a3e aut&orisation

rom on or ositeL ont&'2 re$orts on $rinter

usageL Abi'it2 to insta'' $rinter %ri3ersrom a eb $age

L Automati# u$%ate o $rinter %ri3ers on users #om$uters


T" cce t+e e'vice=or assistan#e it& setting u$ $rinters 'oga #a'' it& I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATA ebsite

P'e'e#iite

L =un%amenta' -.)TOERres$onsibi'ities

L A su$$orte% eb broser

L A3ai'ab'e netor $ointL A su$$orte% $rinter t&at is

suitab'e or netor $rinting an%#onne#te% to t&e-.)TOER) netor b2)EBATA

T" 'e"'t f#,t "' '"=,e$ &it+ t+ee'vice-onta#t t&e I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATA ebsite

A,ic=,e P",icie

Organisationa' I-T o'i#ies an% $rintingregu'ations

PROVISION OF SOFT3ARE

Dec'iti"%!L =orma' sotare 'i#ense

agreements it& sotare3en%ors entit'ing s$e#ii#members or %e$artments o t&e-.)TOER to use o t&esotare

L )tan%ar% sotare %istribute%to an% maintaine% on users#om$uters

L is#e''aneous sotare

L )otare t&at #an %on'oa%e%rom t&e )EBATA ebsite

L ro3ision o ser3i#e $a#s an%u$%ates

C+'-e=,e c"$"%e%t!L A nomina' ee or me%ia ma2

a$$'2 or some 'i#ense%sotare

L Dis s$a#e or nonstan%ar%sotare


Ec,#i"%!L On'2 s$e#ii# %e$artments i''

&a3e a##ess to s$e#ii#%esignate% sotare

L )ome s ta members ma2 begi3en rig&ts to use sotare ont&e netor but t&e2 #annotre@uest t&at sotare be$ro3i%e%

L .sers i'' on'2 see on t&e

T" cce t+e e'viceL To insta'' sotare run t&e

a$$ro$riate setu$ i'e rom t&enetor

L -onta#t )EBATA %uring oi#e&ours to re@uest sotare %iss(a ee ma2 be a$$'i#ab'e"

L 5og a #a'' it& t&e I-T*e'$%es b2 $&one t&roug&emai' or 3ia t&e )EBATAebsite


res$onsibi'itiesL )ta ma2 abi%e b2 t&e

in%i3i%ua' sotare terms an%agreements an% sign%o#umentation &erea$$ro$riate


L A #orre#t '2 #onigure% netor#'ient or eb broser

L )EBATA) 5oan %iss mustsigne% or an% returne% asagree%

L )ta to $ro%u#e $roo o i%entit2

&en #onta#ting )EBATA or sotare %iss

L Non stan%ar% sotare to be'ega' an% #om$atib'e it& t&e

-.)TOER) netorL )EBATA to be #onsu'te%

Gbeore $ur#&asing o sotare

Avi,=i,itNetor $rinting ser3i#es are a3ai'ab'e 9Mo t&e time 64 &ours a %a2 an% ! %a2s aee e>#'u%ing oi#ia' mont&'2maintenan#e in%os


)etting u$ a ne$rinter

7 %a2s

Re@uestinga##ess rig&ts toan e>isting $rinter

6 %a2s

=i>ing $rintings2stem au'ts

6 %a2s

Avi,=i,it)otare on t&e -.)TOER) netor isa3ai'ab'e 9M o t&e time 64 &ours a %a2an% ! %a2s a ee


o%i2ing a##essrig&ts to sotare

1 %a2

aing nonstan%ar%

sotarea3ai'ab'e

7 %a2s

=i>ing a au't or a$rob'em

1 %a2

C"%t'i%t=un%amenta' e>terna' #onstraints


42/51

L *o'%ers to be grante% usagerig&ts to t&e sotare

T" 'e"'t f#,t "' '"=,e$ &it+ t+ee'vice-onta#t t&e I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATAebsite

A,ic=,e P",icieOrganisationa' I-T o'i#ies an% sotareu$'oa%/%on'oa% regu'ations

DES4TOP SECURITY SYSTEMS

Dec'iti"%!L Distribution an% regu'ar

u$%ates o #entra''2 manage%anti3irus sotare on#om$uters #onne#te% to t&e-.)TOER) netor

L ro3ision o anti3irus sotareto users or insta''ation on t&eir noteboos

L Distribution to %esto$s o se#urit2 $at#&es or su$$orte%3ersions o o$erating s2stemsan% ) Oi#e

A,ic=,e t"!L -om$uters running su$$orte%

o$erating s2stems one% b2 t&e-.)TOER

L -om$uters one% b2aut&orise% 7r% $arties

Ec,#i"%!L DAs an% ot&er &an%&e'%

%e3i#esL -om$uters t&at %o not be'ong to

-.)TOER

Avi,=i,itT&e ser3ers t&at %istribute %esto$ se#urit2sotare are a3ai'ab'e 9M o t&e time 64&ours a %a2 an% ! %a2s a ee e>#'u%ingoi#ia' mont&'2 maintenan#e in%os

C"%t'i%tL =un%amenta'

e>terna'#onstraints

L at#&es or u$%ates t&at &a3enot 2et been re'ease% b23en%ors

T" cce t+e e'vice5og a #a'' immediately it& t&e I-T*e'$%es b2 $&one t&roug& emai' or 3iat&e )EBATA ebsite i a #om$uter &asbeen ine#te% b2 a 3irus an% %isine#tionas not su##essu'


res$onsibi'itiesL No unaut&orise% anti3irus

sotare $a#age s&ou'% beinsta''e% on an2 #om$uter

L )ta must insta'' se#urit2$at#&es &en $rom$te%

L )ta must run t&e-.)TOER) %esto$ se#urit2sotare on an2 #om$uter #onne#te% to t&e -.)TOER)netor an% must not%e'iberate'2 #om$romise t&ese#urit2 o t&e netor b2%isab'ing t&e sotare in an2 a2


A,ic=,e P",icieOrganisationa' I-T o'i#ies an% se#urit2regu'ations

Avi,=i,itT&e -.)TOER) e'e#troni# %ire#tor2is a3ai'ab'e 9M o t&e time 64 &ours a%a2 an% ! %a2s a ee e>#'u%ingoi#ia' mont&'2 maintenan#e in%os



-.)TOER) ban%i%t&$ro3i%ers

T" cce t+e e'vice-onta#t t&e IT 5iaison / %ire#tor2 manager to mae #&anges or u$%ates to 2our $roi'e

P'e'e#iiteL =un%amenta' -.)TOER res$onsibi'itiesL Ea#& %e$artment must a$$oint a %ire#tor2 manager

T" 'e"'t f#,t "' '"=,e$ &it+ t+e e'vice

netor t&e sotare or &i#&t&e2 &a3e been grante% usagerig&ts


Distributing 3irussignatures

1 %a2

Distributing#riti#a' se#urit2$at#&es

Distribute% ina##or%an#e it&3en%orsre#ommen%ations

-'eaning a 3irusrom an ine#te%

#om$uter an% reenab'ing a##essto t&e-.)TOER)netor ser3i#esi b'o#e%

6 %a2s

OMERS ON@LINE DIRECTORY

iti"%!

%ire#tor2 #ontaining #onta#t %etai'sa members aut&orise% 7 r% $artieser3i#e $oints


43/51


44/51


45/51

SUPPORT SERVICES

*ar%are an% sotare

insta''ationH I-T e@ui$ment renta'H

*ar%are an% sotare re

insta''ationH I-T &e'$%esH

)$e#ii# I-T training ser3i#esH an%

Data #a$ture

HARD3ARE AND SOFT3ARE

ACKUISITION AND INSTALLATION

Dec'iti"%L A%3i#e an% @uotationsL A#@uisition

L De'i3er2L Insta''ation o su$$orte%

&ar%are an% sotareL ro#essing o returns or ne

&ar%are %eeme% au't2 i returne% in t&e origina'un%amage% $a#aging it&in !#a'en%ar %a2s o t&e in3oi#e

being issue%

A,ic=,e t"!)ta

C"%t'i%tL =un%amenta' e>terna' #onstraintsL O3era'' 'a# o su$$'2 o $ro%u#t

in t&e )out& Ari#an maret

T" cce t+e e'vice

Or%ers to be $'a#e% it& )EBATA b2aut&orise% $ersonne' b2 $&one t&roug&emai' or 3ia t&e )EBATA ebsite


res$onsibi'itiesL Oi#ia' a$$ro3e% $ur#&ase or%er


RENTAL OF IT EKUIPMENT

Dec'iti"%!L Renta' o e@ui$ment

C+'-e=,e c"$"%e%t!

L Dai'2 renta' ee

A,ic=,e t"!)ta

Ec,#i"%!L -ertain nonstan%ar%

e@ui$ment t&at ma2 not bea3ai'ab'e os&e'

C"%t'i%tL =un%amenta'

e>terna'#onstraints

L A3ai'abi'it2 o renta' sto#

T" cce t+e e'vice

-onta#t t&e I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATA ebsite

P'e'e#iite

L =un%amenta' -.)TOER

res$onsibi'itiesL Aut&orisation rom %e$artment

&ea% / IT 5iaison


ICT HELPDES4

Dec'iti"%!

L -entra' $oint o #onta#t or stare@uiring I-T inormation an% su$$orta##essib'e b2 $&one t&roug&emai' or 3ia t&e

Avi,=i,itT&e I-T *e'$%es is a3ai'ab'e %uring t&eee rom 0!*70 to 1


46/51

)EBATA ebsiteL anagement an% reso'ution o

su$$ort re@uestsL )u$$ort $ro3i%e% irst'2 o3er t&e

$&one (o$tiona''2 using a s2stem )EBATA-ONNE-T t&at a''ost&e *e'$%es #onsu'tant toassume #ontro' o t&e %esto$remote'2" or 3ia a 3isit to t&e-.)TOER) $remises

L )e'&e'$ resour#es an%inormation on t&e )EBATAebsite

A,ic=,e t"!

L )ta

L Aut&orise% 7r% $arties

Ec,#i"%!L *ar%are not on t&e su$$orte%

'istL )otare not on t&e su$$orte%

'ist

0 0;;4T&e on'ine #a'' 'ogging ser3i#e is a3ai'ab'e9M o t&e time 64 &ours a %a2 an% ! %a2sa ee e>#'u%ing oi#ia' mont&'2maintenan#e in%os


res$onsibi'itiesL )u$$ort re@uests must

in#'u%e #om$'ete an%a##urate inormation aboutt&e -.)TOER an% t&e$rob'em or re@uest

L )ta must #oo$erate it&)EBATA to reso'3e in#i%entsin#'u%ing $ro3i%ing %iagnosti#inormation $erormingtroub'es&ooting ste$s o3er t&e$&one an% $ro3i%ing a##ess toe@ui$ment an% $remises

L )ta must res$on% to )EBATA)attem$ts to #onta#t t&em b2$&one or emai' it&in t&e irstoring %a2 o 'ogging t&esu$$ort re@uest

T" 'e"'t f#,t "' '"=,e$ &it+ t+e

e'vice-onta#t t&e o''oing $erson(s" in t&e

o''oing or%er:L anager: I-TL anager: Business

De3e'o$mentL anaging Dire#tor / -EO


#onstraintsL Jo'ume o su$$ort re@uests re#ei3e% $er mont&

Note: o service level tar!ets can be setfor !ettin! t"rou!" t"e I%' elpdes- ast"is depends on t"e volume of calls at any!iven time and S)A'A+S limited ability toincrease staffin! levels

HARD3ARE AND SOFT3ARE RE@INSTALLATION

Dec'iti"%!L Reinsta''ation o &ar%are an%

/ or sotare t2$i#a''2 re@uire%&en a #om$uter is &an%e%o3er to a ne user or as aresu't o &ar%are ai'ure or unre#o3erab'e

sotare#orru$tion

L -o''e#tion an% %e'i3er2

A,ic=,e t"!

)ta bringing in &ar%are t&at is GGGGGGL

One%GGGGb2GGGGGGGGGGGGGGt&e

T" cce t+e e'vice5og a #a'' it& t&e I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATA ebsite


res$onsibi'itiesL )ta must $ro3i%e #om$'ete an%

a##urate inormation about t&e

&ar%are an% sotare to beinsta''e% an%

GGGGGGGGGsign t&e re@uire% orm GGGGGGG


Re@uestingsu$$ort 3ia t&e)EBATA ebsite(automati#a''2'ogge%"

L Re@uest is

'ogge% an% areeren#e number is issue% tot&e-.)TOER

L T&ere@uestis

res$on%e%to in termso

Re@uesting

su$$ort 3ia emai'(manua''2'ogge%"

6 %a2s

Re@uestingsu$$ort 3iate'e$&one(manua''2'ogge%"

Res$on%e% to%uring t&e $&one#a''

Jisiting t&e-.)TOER)$remises

Jisit it&in 6 %a2so &a3ing%etermine% t&att&e su$$ort#annot beren%ere% o3er t&e$&one


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-.)TOER

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L A#@uire% in arrangement it&)EBATA

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L ro3ision o se'train resour#es

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A,ic=,e P",icieOrganisationa' I-T o'i#ies an% &ar%are /sotare insta''ation regu'ationsGGGGGGGG

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L To re@uest a #ustomise% #ourse#onta#t errit De2se' (anager:

I-T"


res$onsibi'ities

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aut&orisationL )ta must atten% t&e #ourse

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sotare an% training materia'

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T" 'e"'t f#,t &it+ t+e e'vice5og a #a'' it& t&e I-T *e'$%es b2 $&onet&roug& emai' or 3ia t&e )EBATA ebsite

DATA CAPTURE

Dec'iti"%!

L -a$turing o an2 %ata store% inan e'e#troni# ormat

L ro3ision o s$e#ii# e'e#troni#an% / or $rinte% inormation

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A,ic=,e t"!L )ta

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res$onsibi'itiesL A'' ne or must be submitte%

or @uotation an% s#&e%u'ing$rior to being a##e$te%

L A'' or i' ' be e>e#ute% on'2ater an oi#ia' or%er &as


-'assroomtraining

-ourses &e'%a##or%ing to aTraining -a'en%ar s#&e%u'e

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#onstraints

L -ourses %e$en%e% on t&enumber o $eo$'e booe% to

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L Aut&orise% 7r% $arties been issue% b2 t&e aut&orise% $art2(s"

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ebsite


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ANNE;URE 2

SEBATA TARIFFS

P,ee %"te t+t!

A,, 'ici%- %< 'te #"te< 'e ec,#


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sebata sla

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