Services agreement with government entities
The master service agreement (MSA)
TRA has executed a class leading Master Services Agreement (MSA) with du and Etisalat for the provision of FedNet Services. The MSA is for a 5-year period and incorporates 13 schedules covering service provisioning and change management process, governance and escalation charges, service catalogue, competitive commercials, clear Service Level Agreements (SLAs) and employee terms, all under the governance of favourable terms and conditions. Federal entities will automatically receive all the benefits of the MSA as they are migrated into the FedNet environment, including enhanced Service Levels.
While day-to-day operational execution will be undertaken by du and Etisalat, TRA will retain the overall accountability for FedNet services and service management. The authority’s service managers will conduct regular service performance reviews against the service levels Key Performance Indicators (KPIs). Where a service does not meet a KPI, the service managers will initiate service improvement plans and where necessary, request service credits from the suppliers.
The service level agreement (SLA)
|
SLA |
Service Level |
Required Service Level |
Service Credit |
|
MPLS Link Availability |
For each service recipient (Government entity), availability of connectivity for Resilient Dual Links from entity to the Shared Government Data Centre. |
99.99% |
Yes |
|
Internet Link Availability |
For each service recipient (Government entity), availability of connectivity for Resilient Dual Links from the Shared Government Data Centre to the internet. |
99.95% |
Yes |
|
Data Center Interconnectivity Availability |
Availability of connectivity for Resilient Dual Links from the Shared Government Data Centre to the Disaster Recovery Data Center. |
99.99% |
Yes |
|
Incident Management
|
Percentage of severity 1 Incident successfully resolved within 4 hours from the creation of the Incident Log. Time spent waiting for the entity will not be counted i.e. Stopwatch will be temporarily stopped. |
99.00% |
Yes |
|
Percentage of Severity 2 Incidents successfully resolved within 8 hours from the creation of the Incident Log. Time spent waiting for the entity will not be counted i.e. Stopwatch will be temporarily stopped. |
99.00% |
Yes |
|
|
Percentage of Severity 3 Incidents successfully resolved within 4 calendar days from the creation of the Incident Log. Time spent waiting for the entity will not be counted i.e. Stopwatch will be temporarily stopped. |
99.00% |
No |
|
|
Percentage of Severity 4 Incidents successfully resolved within 5 calendar days from the creation of the Incident Log. Time spent waiting for the entity will not be counted i.e. Stopwatch will be temporarily stopped. |
99.00% |
No |
|
|
Initial Root Cause Analysis competed within 24 hours of incident resolution, with full analysis within 5 days for Severity 1 Incidents. |
100% |
No |
|
|
Change Management
|
Percentage of Standard Service Requests successfully fulfilled within 3 days from the creation of the Service Request Log. Time spent waiting for the entity will not be counted i.e. Stopwatch will be temporarily stopped. Additionally, If an entity requires a response quicker than the standard time allotted the request will become an emergency change. |
99% |
Yes |
|
Minimum 98% successful deployment of planned & approved changes, (i.e. changes that have been reviewed and scheduled through the formal change procedure), each calendar month. |
98% |
No |
|
|
Minimum 85% successful deployment of all emergency change requests, each calendar month. |
85% |
No |
|
|
Emergency change requests to be commenced within 1 hour of receipt. The time taken to obtain approvals for emergency changes will not be counted within this measure. |
100% |
No |
|
|
|
No unauthorized changes to be deployed; where, unauthorized means a change being deployed by the supplier’s outsourced services team has not been approved within the change procedure or a change being carried out by the wider supplier engineering/delivery teams has not been communicated to the customer 5 working days in advance. |
Zero Unauthorized Changes |
No |
|
100% of FedNet infrastructure & security components patched up to date on a quarterly basis as detailed in the FEDNET Maintenance Release Plan; so that no infrastructure component has software fix/patch/release levels (for applicable software modules) that are more than 6 months older than the stable manufacture recommended version. All critical updates will be applied immediately following the change procedure except for exceptions agreed in advance with the TRA Service Manager during the quarterly infrastructure software review. |
100% |
No |
|
|
Service Desk
|
Percentage of calls to the help desk answered within 30 seconds by an Network Operation Center (NOC) technical analyst. |
95% |
No |
|
Maximum acknowledgement time for incidents and service requests by phone and internet. |
20 minutes |
No |
|
|
Backup/Restore
|
No more than 2 backup failures within each calendar month. |
<3 Backup Failures |
No |
The KPIs for Service Level Agreement ensure the service performs to government expectations and promotes continuous service improvement.
Updated On :
26 May 2025
