Service Level Agreement

A. Agreement Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between

Department of Health, Regional Office V and Municipal Government of Canaman,
Camarines Sur for the provisioning of Information and Communication Technology
(ICT) Services required to support and implement the operations for the Integrated Clinic
Information System (iClinicSys).

This Agreement outlines the parameters of all ICT services covered as they are mutually
understood by both parties. This Agreement does not supersede current processes and
procedures unless explicitly stated herein.

B. Service Scope

The following Services are covered by this Agreement;

Technical assistance through telephone, email, SMS, message boards and walk-in clients
Remote access troubleshooting via Remote Desktop and a Virtual Private Network where
available
Planned or Emergency Onsite assistance and/or monitoring

C. Service Support

In support of services outlined in this SLA, the DOH Regional Office Technical
Support will respond to service related incidents and/or requests submitted by the
health facility end-user within the following time frames:

Operation Level Impact Response Time

High Priority Nationwide or DOH wide impact (e.g.Within 0 8 hours
involves interruption of services for
iClinicSys nationwide)
Medium Priority Minor bugs or errors encountered in theWithin 48 hours
operation of iClinicSys
Low Priority Limited to selected individuals (e.g.Within 3 to 5
problem with workstations, file restore,working days
forgotten password)

If the target response time cannot be met by DOH, an advise through the iClinicSys
website shall be provided notifying the health facility end-users shall be provided
prior to the deadline and must include in the letter the new set deadline. The new
deadline shall be agreed and/or approved by the heads of the Agency and DOH.

** Support Line Business Hours: 7:30 AM to 6:00 pm, Monday to Friday

o In case of emergency for critical service requirement, there must be a DOH

Regional Office Technical Support personnel to assist even outside office
hours.

o Emergency onsite assistance for mission critical systems shall be provided

within 8 hours even outside office hours thru the DOH Regional Office
Technical Support.
 D. Service Requirements

Responsibilities and/or requirements for both parties in support of this SLA include:

Activity Type DOH/ LGU/Health

Regional Facility
Office
Conduct/coordinate training activities to support the
implementation of iClinicSys
Participate in service support activities, e.g.
incident/problem reporting, meetings, resolution of
problems, issues, and/or concerns.

Notify parties on scheduled downtime and

maintenance activities.

Provide personnel to attend to or response to

required services.

Comply with applicable/regulated standards on

information security and data privacy.

E. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include:

Report problems using the incident reporting procedures detailed in this SLA, including a
clear description of the problem through a Service Request.
Responsible for the provision and maintenance of necessary ICT resources required to
implement the system.
Ensure the validity and/or integrity and security of data to be entered in the system.
Ensure the confidentiality of the data stored in the system. (for Stand-alone/Offline)
Agree to comply with the Data Privacy Act.

F. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

Provide training for technical staff of the client on how to use and manage the iClinicSys.
Provide technical assistance in case there is a need to troubleshoot the system.
Secure any data that may be required for information exchange if allowed.
Conduct monitoring and evaluation on the performance of the system.

G. Service Limitations

Department of Health, Regional Office V cannot guarantee Operation Levels when faced
with circumstances beyond its control. This includes but is not limited to:
1. Force majeure
2. Fire alarms
3. Electrical outages or disruptions
4. Building construction
5. Equipment failure related to wear and tear (end-of-life, end of support)
6. Service Level Agreement failure on the part of external service providers (eg.
Internet Service Providers, Commercial Power Distributors etc).