SAP运维合同Support-Proposal-SOW-Final

PPrrooppoossaallttooXXXXCChheemmiiccaallssCCoo..,,LLttdd..FFoorrtthheeoouuttssoouurrcciinnggooffSSAAPPPPrrooffeessssiioonnaallSSeerrvviicceessffoorrtthheeSSAAPPMMaaiinntteennaanncceeSSeerrvviicceeXX(shanghai)ITServicesCo.,LtdNON-DISCLOSURE:ThedocumentcontainscommerciallysensitiveinformationaboutXXChemicalsCompanyLimited.(“(HereafterrefertoasXX”)andXX(Shanghai)ITServicesCo.Ltd(HereafterrefertoasWITS)andisproprietarytoWITS.Asaresult,thedocumentcontentsshallnotbedisclosedtoanythirdpartynorusedorduplicated-inwholeorpart-foranyotherpurposeotherthanitsintendedpurpose,withouttheexpresswrittenconsentofWITSandXX.Therefore,itisthepositionofWITSthattheuseorreleaseoftheinformationcontainedinthisdocument,otherthanforanevaluationofitscontentsasabasisforcontractaward,isprohibited.DISCLAIMER:Theinformationcontainedinthisdocumentisaccurateandcorrectatthetimethedocumentwascreatedandlastmodified.Anyquerypertainingtoinformationcontainedhereinshouldbedirectedtotheauthoror/andverifywiththeinterestedpartytoascertainwhetheranylaterinformationisavailableinrespectoftherelevantmaterial.Forclarificationonthisproposal,pleasecontactthefollowing:RockzhaAMSManagerEmail:HP:137Office:021-6TableofContents1.INTRODUCTION.......................................................................42.SCOPEOFWORK.....................................................................43.SERVICELEVELAGREEMENT...............................................94.ROLES&RESPONSIBILITYforSERVICESCONTROL......1115.SERVICESFEE......................................................................1226.TERMSANDCONDITIONS......................................................137.MISCELLANEOUS...................................................................151.INTRODUCTIONThisisamaintenancesupportagreementforXXChemicals(XX).XXhasimplementedSAPECC6.0withthefollowingSAPmodules:FI,CO,SD,MMandPP.AdditionalfunctionallyhasbeendevelopedintheformofABAPReports,Forms,andInterfacesthroughwhichdataisexchangedwithothernon-SAPsystems.Thismaintenancesupportagreement(alsocalledServiceLevelAgreement(SLA)describestheprocesses,theservices,theservicelevels,theservicedeliveryorganizationandthepricesforthedeliveryofSAPmaintenancesupportbyWITStoXX.XXXXChemicalsCo.,Ltd.EngagesWITSfortheSAPECC6.0Supportandsuchadditionalservicesasdescribedinthisagreement.WITSprovidessuchservicestoXXinAccordancewithandsubjecttotheprovisionsofthisagreement.ThisSLAhasbeenpreparedfor:•XXasanagreedsetofservicelevelsforthedeliveryofSAPmaintenanceservicebyWITS;•WITSastherepresentationofthecommitteddeliverablestoXX;•ThepersonnelofXXChemicals(XX)andWITSastheguidelinefortheirdailyoperationsconcerningthescopeofthisSLA.WITSwillfollowITILbasedprocesses,industrystandards,bestpracticesandrecognizedsupportprocessesintheexecutionofthisagreementandatalltimeswillprotecttheintegrityandconfidentialityofthoseXXXXChemicalsdataandsystemstowhichithasbeengivenofficialaccessbyXXXXChemicals.Asthisisanewsystem,whichsupportsasmallusercommunityandwhichhasnoincidenthistory,WITSoffersthemaintenancesupportintheformofaFixedPriceAgreement.After12monthsWITSisopentore-discussthesupportcontractandmoveintoamoreoutcomebasedservice.2.SCOPEOFWORK2.1FunctionalandTechnicalSupportThegeneralproposedLevel1-3SupportServicesshallincludethefollowingworktasks.SupportingofimplementedSAPECC6.0functionalmodules(SD,MM,PP,FI,CO),TechnicalmaintenanceofABAP,ABAPreports,Reportwriterreports,Formsandinterfaces,SecurityrequestprocessingandBasismaintenance.Seeappendix2foraspecificationofallcustomizedreportsinthissupportagreement.TroubleshootandresolutionofproductionproblemsaffectingthefunctionalityoftheApplicationSystembasedonXXbusinessrequirements.ManageandresolveSupportissuesonly.Enhancement,modifications,changesoradd-onrequirementsshallbetreatedasChangeorServiceRequests(SR).However,WITS’sLevel-1supportshallhelpXXtoanalyzetheimpactoftheSRandprovidepriceestimationontheeffortrequiredtoimplementtheSR.ProvideXXwithamonthlyreportonthesupportissues.2.2Level1SupportServicesSpecifically,Level1supportshallalsoincludethefollowing:A.UserSupportCallManagementandTrackingQueryManagementIncidentManagementCommunicationsandfeedbacktoUsersandactasApplicationandTechnicalFocalPoint.FirstcutanalysisandtroubleclassificationEnd-usersupportonsystemfunctionalitiesTraceeventandreportSecurityRequestsManagementbasedonITILprocessesPeriodicReviewsonmonthlybasisB.MinorsolutionenhancementLocallanguagetranslationforminorchangeMinorchanges/modificationonABAPasworkingrequiringlessthan3man-daysMinorchangeson“businessasusualrequests”.MaintenanceofSAPcontroltableforminorchangesItisagreedbybothpartiesthat“businessasusualrequests”isnotaServiceRequests,butapartofregularsupportstomakesureXXbusinessisrunningasusual,suchrequestsincludesbutnotlimitedlike:Newmaterialmasterdata,newvendor/customercreation,newpaymentterms,etc.Pleaserefertoappendix1withdetaileditemlistsonpage18-19.C.PeriodicactivitiessupportAccounting(eg.End-periodclosure,report,etc)Proposalofsystemimprovementandoptimization(localrequire