1.    Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between MPLUS Digital and client listed on this form for the benefit of providing  IT services required by the client  through the online service requested forms. This Agreement remains valid until the service requested is completed or aborted before it starts. This Agreement outlines the parameters/sections of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2.    Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement and understanding for IT service provision between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:

1.    Provide clear reference to service ownership, accountability, roles and/or responsibilities.
2.    Present a clear, concise and measurable description of service provision to the customer.
3.    Match perceptions of expected service provision with actual service support & delivery.
4.    Avoid conflicts between the Service Provider(s) and Customer(s).
 
3.    Payment
1.    In consideration for the services to be performed, Client must agree to pay at the following
2.    Invoice amount at least 50% deposit, 80% deposit, or 100% payment,
3.    The payment covers the number of days planned only,
4.    20% would be collected right after the service is completed the same day,
5.    Any extra days created is not covered by our invoice amount unless waived by us.
6.    Payment is made before any Service Procurement is secured
7.    50% deposit attract proportionate procurement and no work commencement
8.    80% deposit attract proportionate procurement and work commencement
9.    Don’t allow us to work if the balance payment is not ready on that day
9.    Client is responsible for extra days arrangement including transportation and feeding
10.  After the work money spent is not refundable or after procurement not refundable
11.  Request for Credit Agreement Form to waive off the Full payment schedule
12.  MPLUS Digital Team can only be a  guarantor to credit approval.

4.    Client
1.    Client to be present to supervise work to their satisfaction or appoint someone to do such supervision
2.    Client are advise to take notes and videos of lessons to avoid extra tuition and extra cost
3.    Client availability makes it possible to complete service job timely and as planned.
4.    Client must sign with staff the training sheets for software deal
5.    Clients should fill out the online customer feedback forms online www.mlusdigitalint.com
5.    Clients availability makes it possible to properly link services to phone  or to the laptop if applicable

5.    Service Providers
1.    Make sure they have a copy of the Online Service Request Form and its invoice before work begins.
2.    All team must make sure payment had being confirmed before going to site for work
3.    All team must make sure clients are treated right and allowed to make supervising comfortable
4.    Clients should be given education on the pros and cons of any selected services applying
5.    Any changed in mind may need another service request and a new invoice if necessary
6.    All team must respect days allocated to each task
7.    All team must make sure client are given the opportunity to fill the feedback section
8.    All team must make sure all prolog agreement is signed before the work commence

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