ICT Reference Group Guidelines for DaO in
ICT at the Country Level Page 36 of
59 o
Escalation Procedures
Role
Responsibilities
Pricing o
Onetime Costs
Description
Units
Rate
o
Monthly recurring Costs Description
Units
Rate
o
Per Agency formula Total Cost
Total Users
Per User Cost
One time Recurring
Total Contractual Agreements Role
Responsibilities
Service Provider information Contract duration Disconnection terms
SLA penalties Related Services or User Documents
Service/Document
URL
ICT Reference Group Guidelines for DaO in ICT at the Country Level Page
37 of
59 Service Prerequisites Pre-requisite
Description
ICT Reference Group Guidelines for DaO in ICT at the Country Level Page
38 of
59 Annex D Sample Service Manager Terms of Reference
Role To implement and maintain the service management process to the level required by Agency Customers.
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