is document represents a Service Level Agreement ("SLA" or "Agreement"), between the BIZBOX and the CLIENT for the provisioning of IT services required to support and sustain the BIZBOX line of solutions for CLIENT’s operations.
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The document will outline the parameters of all IT services covered as they are mutually understood by both PARTIES (BIZBOX and CLIENT). 

1. BIZBOX RESPONSILIBILITIES:
   
   
1. BIZBOX Team
   The BIZBOX Team will be available on official normal work hours, Monday to Friday from 8:00 am to 5:00 pm. They are categorized to the following teams:
1. ACCOUNT MANAGEMENT (AM) TEAM - the assigned BIZBOX representative to manage account-related concerns of the CLIENT.
2. PROJECT MANAGEMENT (PM) TEAM - task to assist during implementation of BIZBOX systems.
   
3. HELPDESK (HD) TEAM - handles BIZBOX-related concerns online; monitors the BIZBOX HELPDESK PORTAL.
   
   
2. Duties of BIZBOX
   
1. Installation of BIZBOX Hospital System or other BIZBOX products during the implementation proper.
   
2. Provide Project Consultants to facilitate training and assist in proper usage and recommendations to maximize the system.
   
3. Assign a Helpdesk Team to provide the post implementation assistance and services.
   
4. Give high priority to every BIZBOX-related concern.
   
5. Assist project team to qualify and facilitate concerns.
   
   
2. CLIENT RESPONSIBILITIES:
   
   
1. Project Team - refers to the group of individuals of the CLIENT who will oversee the course of implementation as well as maintaining the BIZBOX System. It is mandatory for the project team to be present during the preparatory, planning, and implementation and turnover phase. The Project Team will be composed of at least the following:
   
1. Project Leader - The overall in-charge in the implementation of the project. They must be fully responsible for the proper implementation of the system within the hospital.
2. Systems Administrator - The designated over-all specialist of the Hospital Information System involving hospital-patient related transactions.
   
3. MIS (IT Personnel) - assigned with the maintenance of hardware, network, and data security. 
   
4. Accounting Head - Since BHS includes the complete Back-End needed for financial reporting, it is important to have a qualified accountant, preferably CPA, to do the job. They must be fully responsible for the setup and implementation of the accounting system of the hospital.
5. Inventory Specialist - The designated over-all specialist regarding the inventory management including item costing and warehousing. They must be involved with concerns pertaining to proper utilization of all logistics modules.
   
   The name of the person holding the above-mentioned positions shall be relayed to the PROVIDER in a separate document
   
   
2. Duties of CLIENT
   
1. Project Management and Ownership*
   
2. Mastery of BizBox Hospital System and/or other BizBox Products
3. Manage end-users’ concerns
   
4. Preparations and maintenance of all hardware, software, and network
   
5. Encoding and Validation of Items in the BizBox Master list
6. Build-up and Completion of all Examinations Results and other build-up requirements
   
7. Backup of database and reports (RDL) and other Maintenance procedure
   
8. Establish a stable internet connection with at least 5 Mbps speed or more which is ideal for remote sessions.
   * Project Ownership refers to the PERPETUAL COMMITMENT in being accountable for the accurate usage and maintenance of the software
   
   
3. STANDARD SUPPORT SERVICES
   
   All Support Services after implementation will be handled by the Helpdesk (HD) Team. For any issues and concerns on support, you may direct attention to HD Leads while other support teams such as the Project Management (PM) Team and your respective Account Manager (AM) are also available to respond to any related matters. 
   Our Technical Team can be reached through the following channels:
   
   
1. BIZBOX HELPDESK PORTAL - https://helpdesk.BizBox.ph/
   CLIENTS will be given an exclusive access to the BIZBOX HELPDESK PORTAL upon registration and consent to the terms of the BIZBOX administered web community sites. This is a centralized site wherein the CLIENT may directly and review submitted concerns/tickets, post and view in FORUMS, and access to BIZBOX FAQs and KBAs.
   
   
2. Phone Support
   
1. During Office Hours - Technical support will be available during office hours from 8:00 am to 5:00 pm, from Mondays to Fridays through the following HOTLINE NUMBERS:
          GLOBE +63917-8918884 / +63995-2348378 
          SUN +63922-8095901
          SMART +63908-8122688
2. Weekends and after Office Hours - Service Support during Holidays (Legal or Declared), Weekends, and After Office Hours will be available through PROVIDER’s hotline numbers (refer to hotline numbers above) and will be subjected to possible service charges depending on concern/s.
   
   
3. Online Assistance
   BIZBOX will provide support without having to be physically present onsite. This can be done by using a Remote Desktop Application for an easy, fast, and secure remote-access solution that will allow BIZBOX’S technical support to view the screen of CLIENT’S computer. Available upon a pre-arranged appointed schedule during office hours from 8:00 am to 5:00 pm from Monday to Friday. Remote assistance may be done thru the following:
1. Team Viewer Version 9 / AnyDesk. CLIENT may download the Team Viewer Application to begin remote desktop support, provided that the internet connection is stable.
   
2. Screen connect - http://bizsc1.cloudapp.net:8040
   
   
4. On-site Support - Consultant will be physically present in the Hospital for assistance upon prior request and scheduling.
   
   
5. Social Media Accounts - With the use of the BIZBOX Facebook Page and Messenger, CLIENT may communicate their issues to our consultants through the following accounts, accessible between 8:00 am to 5:00 pm every day except Weekends and Holidays:
          https://www.facebook.com/bizboxph/
          https://www.facebook.com/groups/bizboxinc/
   
   
4. REPORTING AND REQUESTING (Client Responsibilities)
   
   
1. Abnormal Incident Report (AIR)
   For reporting errors or bugs in the system – all concerns must be submitted thru the BIZBOZ Helpdesk Portal or send an e-mail to helpdesk@bizbox.ph. A ticket number will be assigned for every concern, and this will be the reference number for follow-ups. All concerns must be submitted in compliance with the standard operating procedures.
   Use the following as a guide to identify the priority of the case:
          
   Note: Each reported concern will be reviewed and evaluated by the BIZBOX team to verify the Level of priority. Additional qualifiers like issues on Exam Results (i.e., Laboratory, Radiology etc.) which are confirmed as system bugs and will affect operations and patient services will be considered as CRITICAL and a priority case.
   
   
2. Request for Customization (RFC)
   If the CLIENT would like to request for new features or a minor modification on existing components, a Request for Customization (RFC) form must be submitted in compliance with the standard operating procedures
   Please note that the RFC is submitted and followed up by the CLIENT thru the BIZBOX Helpdesk Portal or send an e-mail to helpdesk@bizbox.ph. A ticket number will be assigned to the submitted RFC and will be the reference number for follow-ups.
1. RFC Complexity and Charges
   RFC will be charged accordingly, based to the type and/or complexity of the request. Refer to the degree of complexity below: 
          
   
   
2. Customization Cycle
   CLIENT must observe the programing development cycle, that is Process Analysis, Design, Development, Testing, and Deployment
   The development work required in customization observes a time frame cycle of multiples, every three months or quarterly. That is, from scoping to development to testing to actual release, the time frame will usually result into an after the end of the quarter or the end of a three-month cycle. To illustrate:
1. Minor to Moderate Category of Customization: may entail 3 months of development such that scoping is done on Month 1 then development and testing in Month 2 and 3, leading to the actual release in Month 4 or the 1st Month of the following quarter.
   
2. Difficult to Complicated Category of Customization: may entail 6 months of development work such that scoping is done in Months 1 and 2 and then development in Months 3 and 4, then testing and refinement in Months 5 and 6, leading to actual release by Month 7 or the first month of the following quarter.
   
   The essence of quarterly cycles or multiple of 3 months is to execute a proper timetable of work, aligned with the other work being done by the Developers, QA, and Support Services work schedules of BIZBOX. This way, releases are coordinated (e.g., several client specific customizations, and even version-wide amendments releases come out at the same time) and may then be tested orderly and of quality at the same time cycles.
   
   BIZBOX reserves the right to postpone and/or reschedule any customizations on special cases that will require them to develop features related to government agencies such as DOH, BIR, and PhilHealth which are supported by a circular.
   
   If any customization will be postponed due to special cases related to any government requirements, the request will be automatically moved to the next cycle release.
   
   BIZBOX reserves the right to allow or reject requests based on how the request may affect the software provided that if rejected, it would be explained in writing the reason why and an acceptable alternative remedy may be proposed
   
   
3. Request for Assistance (RFA)
   
1. Onsite Support
   CLIENT may request for a dedicated technical staff to assist them in their reported concerns on-site. As a requirement, CLIENT will be required to submit a laundry list of all existing concerns in advance. There should be a detailed explanation regarding each specific concern. The said list will act as the scope for the support to be provided. Minor concerns may be accommodated by BIZBOX personnel whenever possible. However, major concerns not stated in the request will be subject for approval by the BIZBOX Project Manager and/or Account Manager before any action is made.
   
   The list should be submitted thru the BIZBOZ Helpdesk Portal or send an e-mail to helpdesk@bizbox.ph. A ticket number will be assigned for every concern, and this will be the reference number for follow-ups. The ticket should contain the Requested Date of Support - these will be subject to the availability of BIZBOX staff.
   
   CLIENT shall sign a conforme at least one (1) week before the requested date except for issues or concerns that will halter the hospital operation. (Onsite support may include minimal charges.)
   
   
2. Client Inquiry - for quick inquiries, CLIENT may contact the technical team thru hotline numbers or BIZBOX Facebook Page and Messenger.
3. Remote Assistance - for cases that need further evaluation by our QA/DEV team.
   
1. If the concern involves any data corrections, it is mandatory that there should be a waiver stating that the said corrections have been requested for adjustment. (The before and after results should be indicated).
   
2. Status/Incident Report will be provided for concern that is identified as Intermittent and unique to the hospital which includes the findings, resolution, and appropriate work-around if any. 
4. Re-training - CLIENT may request BIZBOX for a refresher training or assist on training new system users. The request should be submitted thru the BIZBOX Helpdesk Portal or send an e-mail to helpdesk@bizbox.ph. A ticket number will be assigned for every concern, and this will be the reference number for follow-ups. The ticket should contain the Requested Date of Training - these will be subject to the availability of BIZBOX staff.
   
   
5. RESPONSE TIME
   
   PROVIDER will be given at least 2 hours for the initial response / assessment upon receipt AIR/RFA, but immediate resolution cannot be guaranteed and will depend on the nature of the problem reported. 
          
   If BIZBOX may require additional time to deliver necessary fixes for concerns that are complex in nature or will need further assessment, BIZBOX shall immediately provide a written clarification to the CLIENT.
   
   BIZBOX will assure to provide best efforts to respond and deliver immediate fixes and/or resolutions.
1. Ticket Number
   Serve as a reference for tracking of issues regarding the system. The auto-generated ticket number gives assurance that all concerns forwarded by the CLIENT are being addressed and properly recorded. To get a ticket number, the request should be submitted thru the BIZBOZ Helpdesk Portal or send an e-mail to helpdesk@bizbox.ph. A Ticket Acknowledgment will be provided with the ticket number and title for every submission. To follow up reported tickets, you may reply to the autogenerated e-mail.
   
   
2. Case/Ticket Status
   CLIENT can be updated on the status of their submitted ticket by accessing their HELPDESK PORTAL Account. HD will update the status of the ticket based on the evaluation / assistance made. Ticket Status may be the following:
1. OPEN – newly submitted ticket, pending the review of HD
   
2. WITH AGREED SCHEDULE - HD and CLIENT already agreed on the schedule of the assistance, may be thru remote connection or onsite assistance
   
3. AWAITING CLIENT RESPONSE - HD is waiting for further details on the submitted ticket or waiting for response to the proposed schedule
4. CLOSED – ticket is already resolved and may be closed with the consent of the CLIENT.
   
   
   To fast-track resolution, we encourage our client to be active on responses while floating tickets without responses after three (3) follow-up attempts may be subject for CLOSING due to INACTIVITY. CLIENT can still RE-OPEN tickets by simply replying to that specific ticket.


6. COMPENSATION, FEES AND OTHER CHARGES
   
   For the above scope, the CLIENT will compensate the BIZBOX for any onsite and/or online related request (RFA) as follows:
1. Standard Service Fee for Regular Working Hours
   - Php 6,720.00 per day per consultant covering the official hours Monday to Friday from 8:00 am to 5:00 pm for onsite services.
   
   
2. Standard Service Fee for After Office Hours and Holidays
   - Php 7,840.00 per day per consultant for work rendered on holidays, weekends, or cases beyond 5:00 pm for onsite/online services.
1. Service Rates per Specific Services - The following charges will be applied for services rendered to clients outside of regular working hours (8:00 AM – 5:00 PM, Weekends, and Holidays)
   
1. There will be 3 types of charges that will be implemented
   
1. Hourly rate
2. Regular whole day charges
3. Special whole day charges
   
2. Initial charges will be set at Php 1,960.00 valid for the 1st 2 hours regardless if not fully consumed. An additional fee of Php 980.00 will then be imposed per succeeding hour but will be limited to a total maximum of four (4) hours of remote services.
   
3. If assistance required will exceed four (4) hours up to a maximum of eight (8) hours; whole day charges will be imposed. Any excess of the 8-hour cap will be subjected to hourly rates
   
4. Whole day charges will be set at Php 6,720.00 for weekdays and Php 7,840.00 for weekends and holidays. Whole day charges will automatically apply for non-system related support services.
   
5. Clients with expired warranty and is not enrolled to Annual Maintenance Services will be billed at 200% of the stated rates
   
6. Application of discounts or waiving of charges will be handled by the Account Manager handling the client
   
7. Meetings with regulatory agencies will be FREE of charge.
   
   SERVICES AND APPLICABLE RATES:
          
                 *Whole day rates are applicable even if performed during office hours
                 **Applicable rates will be determined by the CX / QA team depending on the complexity of the request but will be subject to approval of the Account Manager in-charge
                 ***Subject to Account Manager’s approval
                 ****Double rate for weekends and double rate plus additional Php 2,000.00 during holidays
   
   For calls and/or remote assistance, it should be substantive and essential to the BIZBOX solution and not on other peripheral issue to the system, nor very simple and “may be solved on your own” matter (e.g., “the monitor is black, because it is not turned on”). In the event calls are not substantive, essential, and beyond BIZBOX scope and expertise, appropriate man-hour fees shall apply. (Please refer to details above)
   
   
3. Incidental expenses - The Incidental expenses will be shouldered by the CLIENT should they require our Project Consultant for onsite services.
   
1. Food
   
2. Room Accommodation if necessary.
   
3. Local Area transport expense (e.g., taxi, shuttle).
   
4. Airfare (if applicable)
   
   
4. Terms of Payment
   
1. Quotation will be sent thru e-mail by the AM or PM before proceeding with the assistance. Once CLIENT agreed on the charges, that is the only time they will set the date of the assistance. 
   
2. BIZBOX must receive payment on or before the assistance date to be considered confirmed.
   
3. Payment Options. Payment to Provider can be made either bank deposit or cheques to be sent through courier but shall always be supported by original Official Receipts.