IT-Support contract for ACS Dobfar, Best-effort, pre-paid, 2024

Scope: technical support services covering the following activities

• Change Requests (functional, infrastructure)
• Incidents (functional, infrastructure)
• Commercial (relation with the Vendor)

Baseline: the service only applies to the following systems / areas:

• Data Gate (on-prem)

SLA: Best effort (no guaranteed answer/resolution time)

Boundaries: pre-paid support time (100 hours /year, 2024-2026)