Context
This document contains information on support coverage and escalation path as agreed upon with our Service Provider/Reseller - Searce Pte Limited for Google Cloud Platform. (GCP)
OEM GCP Service Levels
Neuroncredit Pte Ltd agrees to all the GCP Service level objectives and terms covered under GCP Services SLA.
SCOPE OF WORK - SUPPORT
a. RESALE OF GCP SERVICES - Searce offered GCP Services on resale to the Client under this AGREEMENT, subject to the payment of Fees provided under Clause 5(b)(i) and Clause 5(b)(ii).
b. SEARCE SERVICES - In accordance with Searce’s Cloud Acceleration Program, at no additional cost to Client as being already subject to the Fees under Clause 5(b)(i) and Clause 5(b)(ii) below, Searce shall provide the following services/support from Searce in connection with the GCP Services for the term of this AGREEMENT (“Searce Services”):
i. Searce will provide consulting services to the Client to ensure implementation on GCP Services, hold Workshops, DevOps, Data Governance Review, and any other Consultancy as agreed between the Parties. Consulting hours will be 5 hrs/month which will get accumulated over the year, giving a total of 60 hrs/year.
ii. 24 * 7 GCP Support through ticketing, which includes:
GCP level support with defined best effort SLAs (P1/P2 are only applicable to Incidents impacting production workloads):
Incident Type | Definition | Response SLA | Progression SLA | Resolution Compliance |
P1 (Critical) | Incidents related Major Revenue Loss, Firm wide Impact (>50 users) | 15 mins | 4 hrs | 99% |
P2 (High) | Urgent requests which do not cause any revenue loss | 30 mins | 8 hrs | 98% |
P3 (Medium) | Service Requests/Low Priority Incidents | 2 hrs | 3 business days | 96% |
A “Business Day” shall mean a day other than Saturday, Sunday or any public holiday in Singapore.
i. Billing Support:
(1) Single invoice across all GCP Services, which shall already be inclusive of Searce Services, based on Clause 5(b)(i) and Clause 5(b)(ii) below; and
(2) Support for receiving itemized bill, billing support as provided in the immediately preceding clause, and resolving any disputes, as required to deliver the GCP Services.
ii. Provide access to GCL Services premium support via Searce support under Google premium support Service Level Agreements (SLAs) between OEM and Searce (SLAs).
iii. Quarterly Cost Optimization & Business Review - The review will cover a comprehensive review of the GCP projects and a report will be delivered covering
How can we contact Searce for Technical Support?
CloudOps (Searce Support Team) support team is operational 24 X 7. For any issues or requests, we can reach out to the support team and based on subscribed support plan and agreed SLA, the support team will address issues or requests raised.
We can reach them via e-Mail notification or via CloudOps support portal.
E-Mail notification
Incase of any issue or need any help, customers can log a case with Searce CloudOps support by mailing at cloud.operations@Searce.com. Based on e-mail an auto support ticket will get generated and will get
assigned to support engineer. Support engineers will get in touch with customers to understand the requirement and provide the required support.
When requesting support, cc the following contacts:
Name | Contact | Title |
|---|---|---|
Ibrohim Johari | ibrohim.johari@searce.com | Lead Cloud Consultant |
Abhinav Jacob | abhinav.jacob@searce.com | Senior Client Success Partner |
Escalation Matrix
Searce offers Managed Service support backed by SLA, customers can follow the above mentioned escalation matrix as per SLA agreed in Managed Service contract.
Designation | Name | |
|---|---|---|
Account Manager (Searce) | Ibrahim Johari | |
Senior Client Success Partner | Abhinav Jacob |
STAKEHOLDERS
Searce will work with the below authorized personnel of Client. Client will ensure the availability of information/accesses and help secure support from internal and external stakeholders during the entire period of this AGREEMENT.
# | Name | Title | |
Client | Ion Mudreac (Dr) | Chief Technology Officer, Digital Banking | |
Searce |
Chirs Jeong | Sr Regional Director - South East Asia, Searce |
|
Searce | Yash Thakker | Associate Director |
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