Session 7 - Maintenance - contract and day-to-day Maintenance Support Presenter  Grenville Powell (Managing Director - of Shokaz Integrated Computing Inc) or website : Address: Unit 5 BIDC Business Centre Fontabelle Bridgetown Barbados Phone: (246) or (246)

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

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

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.

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

Maintenance Contract  Contract entails an annual retainer arrangement offering services which cover each national installation of MIST via , 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.

Fault Reporting System (FRS)  Initiation Phase  Recording Phase  Service Phase  Monitoring Phase  Completion Phase

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

(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.

(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.

(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

(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 which is forwarded to CTO  Shokaz closes the case in the Fault Reporting System

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 ( to host the FAQ/knowledge base. Each country will be given secured access to this information

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