SERVICE LEVEL AGREEMENT

Transcription

1 SERVICE LEVEL AGREEMENT BANKSETA Certificate in Management Development Programme for the Micro-Finance Sector Version 1.2 Generated on 4/24/2013 The Copyright in this work is vested in isource Investment Holdings and the document is issued in confidence for the purpose only for which it is supplied. It must not be reproduced in whole or in part or used for tendering or manufacturing purposes except under an agreement or with the written consent of isource Investment Holdings and then only on the condition that this notice is included in any such reproduction. No information as to the contents or subject matter of this document or any part thereof arising directly or indirectly there from shall be given orally or in writing or communicated in any manner whatsoever to any third party being an individual firm or company or any employee thereof without the prior consent in writing from isource Investment Holdings isource Investment Holdings (Pty) Limited This document was generated by issm version

2 isource Investment Holdings (Pty) Limited Page 2 of 8 SERVICE LEVEL AGREEMENT This document defines the complete Service Level Agreement (SLA) for BANKSETA's Certificate in Management Development Programme for the Micro Finance Sector function at various regions. This document should be read in conjunction with the Service Definition (SD) schedule, which contains the division of responsibility for each described service between the prospective service provider, BANKSETA and any relevant 3 rd party service provider(s). For purposes of this SLA the Certificate in Management Development - Micro-finance function is divided into the following functional areas: Certificate in Management Development Programme for the Micro Finance Sector - Describes the requirements related to the provision of Selection and Training of Candidates for the Banking Sector Education and Training Authority (BANKSETA s) Certificate in Management Development Programme for the Micro-Finance Sector. The reporting period for all service level requirements defined in this SLA is monthly unless otherwise stated. A default measurement period of a calendar month must be assumed for the service level requirements where no specific measuring period is listed. The following figure depicts the layout of the service level requirements and a general explanation is provided for the intent and use of each section of the service level requirement table: # Type Service Description Service Level Measurement Task - General description of the task, which together with the other tasks in this section describes the functional area. A B C D E F Explanation: Line 1 (Dark grey) Header repeated on all pages. Line 2 (Light grey) Task name and task description. Repeated for every task in the functional area. Service level requirements consisting of the following sections: A Cross reference to accompanying Service Definition (SD) and, if defined, the Business Metrics (BM). B Priority of this service level requirement e.g. H for High priority, M for Medium priority and L for Low priority.

3 isource Investment Holdings (Pty) Limited Page 3 of 8 C Service Element name. Where the same Service Element has more than one service level requirement this field is left blank for the second and subsequent service level requirements. D Service Element description. A description of the Service Element including pertinent information on internal and external influences on the rendering of the service. Where more than one service level requirement exists for the same service element this field is left blank for the second and subsequent service level requirements. E Service Level Agreement. A qualitative and or quantitative description of how the specific service element, which is described in full in the accompanying Service Definition, will be rendered. F A description of how the service delivery for this service level requirement will be measured and where and how it will be reported. It is important to note that the format and layout of this document is part of the SourceIT methodology which is owned by isource Investment Holdings (Pty) Limited (isource) and employed by Concise Consulting Services (Pty) Limited and that no part of it may be used or altered without express written consent from isource.

4 isource Investment Holdings (Pty) Limited Page 4 of 8 1. CERTIFICATE IN MANAGEMENT DEVELOPMENT - MICRO-FINANCE Describes the requirements related to the provision of Selection and Training of Candidates for the Banking Sector Education and Training Authority (BANKSETA) Certificate in Management Development Programme for the Micro-Finance Sector. Candidate Selection - Refers to a detailed description of how candidates will be selected. CMD1.1 H Project Management Describes the requirements related to Project Management. 0 Incidents where the principles of corporate governance and BANKSETA's Prince 2 Methodology, as defined in the associated Service Definition, were not adhered to. related incidents of nonadherence. CMD1.2 H Integrate with BANKSETA's Prince 2 Methodology with reference to this specific assignment within 10 working days of contract signature. CMD1.3 H Identification and agreeing of BANKSETA's reporting requirements within 10 days of contract signature CMD1.4 H Provide a Project Plan, with all defined elements, within 14 delay from the agreed to date. delay from the agreed to date. delay from the agreed to date.

5 isource Investment Holdings (Pty) Limited Page 5 of 8 days from nominations. CMD2.1 H Candidate selection This refers to the process of candidate selection that commences in the year preceding the programme implementation. Submit the structured interview and assessment details to the Project Team before the candidates are selected within 10 working days of contract signature. delay from the agreed to date. CMD2.2 H Provide the BANKSETA with all the project files 7 days after the Candidate list is signed off. targets. Candidate Training - Describes the requirements related to Candidate Training. CMD3.1 H Candidate registration This refers to the registration process required by the training provider if applicable. The needs of candidates with disabilities may include but are not limited to appropriate learning materials, delivery methods, and support as may be required. 100% of the Candidates will be completed with all registration processes by 31 January target and date. CMD4.1 H Programme design Programme design refers to: - the programme content - an induction/ orientation Provide the BANKSETA with the Programme Schedule of the complete programme within 20 days from the target date.

6 isource Investment Holdings (Pty) Limited Page 6 of 8 programme - the time schedule for theoretical, practical learning - the customisation of case studies assignments, exercises and projects to ensure alignment and applicability in the microfinance sector where applicable programme commencement. CMD5.1 H Programme Delivery Programme delivery refers to the delivery of training including taking responsibility for the logistical arrangements for the delivery including but not limited to the venue, lecturer and material towards the registered skills programme. Facilitate the programme according to the agreed proposal and as per programme schedule. targets and dates for the Programme delivery. CMD5.2 H Notify the BANKSETA of any candidate absenteeism or any other irregularities or conduct, within 24 hours of incident. CMD5.3 H Provide a detailed evaluation report after each module, within 14 days after each timeframe. targets and dates for the

7 isource Investment Holdings (Pty) Limited Page 7 of 8 module. Programme delivery. CMD5.4 H 100% of the Training will be completed by 31 December targets and dates for the Learner Programme delivery. CMD6.1 H Issues and Risk Management Disclosure of all risks and issues. Notify the BANKSETA of any incidents or irregularities, within 24 hours after incident. timeframe. CMD7.1 H Certification and graduation Certification refers to the issuing of a certificate to the learner reflecting the learner's successful completion of the skills programme. Assist BANKSETA with graduation arrangements as and where necessary and by mutual agreement, 45 days prior to graduation. targets and dates. CMD8.1 H Impact Evaluation This deliverable requires that the return on investment be defined and measured by the Provider. Agree the frequency and method of impact evaluation with BANKSETA, 60 days after the Contract is signed. targets and dates. CMD9.1 H Administration & Other This item includes all sundry items not included in the previous deliverables. No incidents of noncompliance to associated Service Definition requirements. incidents. CMD10. H Close-out Submission of final report. No incidents where final invoice does not have the

8 isource Investment Holdings (Pty) Limited Page 8 of 8 1 detailed report and recommendations, as well as the complete set of programme files. incidents.