Licensing, hosting, maintenance, support and enhancement of telephony and analytics solutions for the road accident fund

Service Levels are evaluated against Minimum Performance Percentage (%) Levels defined in the applicable Statement of Work. Service Credits are calculated per the OSPF formulae using Allocation Percentages and the At Risk Amount (25% of Total Monthly Fees). Primary Service Levels carry Service Credits; Secondary Service Levels carry credits only if included in a Quality Improvement Plan or if periodically below requirements. Auxiliary Service Levels do not carry independent credits. Disputes over Service Credit calculations are resolved through a formal process, including independent third-party arbitration if necessary. RAF may elect not to enforce Service Credits at its sole discretion upon Service Provider request and satisfactory demonstration.

Scope: Licensing, hosting, maintenance, support and enhancement of Telviva Telephony, QueueMetrics Reporting, Call Cabinet Recording, NICE Workforce Management (WFM) and Callbi Speech Analytics solutions for the Road Accident Fund for 36 months.

Service Coverage Windows: Standard (07h00–17h00 Mon–Fri, excl. public holidays), Extended (07h00–22h00 Mon–Fri), Premium (24/7/365), After hours (17h00–07h00 Mon–Fri, 00h00–24h00 Sat/Sun/public holidays). Incident clock pauses outside the applicable window; incidents reported within 15 minutes of window end are treated as within the window.

Priority Levels: PL1 (Business Critical Impact) – critical system substantially unavailable, large/critical site outage, security incident requiring physical isolation, or critical business function (Core ICMS/Guidewire, IDP, SAP, MS Exchange, SOC). PL2 (Major Business Impact) – department/group can use system but functions impaired, outage affects group or critical individual, security incident requiring functional shutdown. PL3 (Moderate Business Impact) – access/use issue not prohibiting productive work, contained security incident at single non-critical site. PL4 (Minimal Business Impact) – workaround available, end-user requests, preventative maintenance, isolated non-spreading security incident.

Severity 1: Declared when RCA resolution for PL1 incidents on critical systems is not implemented on 3 occasions within a consecutive 3-month period, triggering immediate RAF review and possible additional penalties.

Incident Resolution & Travel Time: Break/fix, software revision maintenance, diagnostic services. Travel time allowance of 1.5 hours per 120 km from closest base station added to MTTR for onsite support at remote locations.

Monitoring & Reporting: Service Provider must implement measurement/monitoring tools, produce metrics and monthly Service Level Reports by the 5th Business Day after each Measurement Interval. Reports must detail performance against each Service Level, notify Service Level Failures and Service Credits. Raw data and supporting information are RAF property and confidential.

Root Cause Analysis: Prompt investigation and correction of Service Level Failures per SLA/SoW procedures. Quality Improvement Plan (QIP) required within 10 business days of incurring Service Credits, including performance discrepancies, expected standards, SMART goals, action plan, RAF support, and documented mutual approval.

Continuous Improvement: Annual adjustment of Minimum Performance Percentage (%) Levels after 12 months and each anniversary (or more frequently if significant changes). Adjustment based on 12-month average actual results; new level capped at lesser of 10% of gap to 100% or the average achieved.

Small Numbers Rule: Applies where Minimum Performance Percentage < 100%. A single event failure causing a Service Level Failure may be disregarded if supported by evidence; only applicable when one event causes the failure.

Service Level Categories: Primary (direct business impact, credits apply), Secondary (minimal impact, 0% allocation unless QIP or sustained underperformance), Auxiliary (component of Primary, no independent credits). Allocation Percentages sum to max 100%, max 30% per Service Level. RAF may change allocations with 60 days' notice; additions quarterly with 60 days' notice; deletions with 30 days' notice.

Monitoring: Service Provider implements measurement/monitoring tools, produces metrics and Service Level Reports. RAF may audit tools/procedures at no extra cost.

Reporting: Monthly Service Level Reports due by 5th Business Day after each Measurement Interval, detailing performance against each Service Level, Service Level Failures, and Service Credits. Raw data and supporting information are RAF property and confidential.

Root Cause Analysis: Prompt investigation and correction of Service Level Failures per SLA/SoW procedures. Quality Improvement Plan (QIP) required within 10 business days of incurring Service Credits, including performance discrepancies, expected standards, SMART goals, action plan, RAF support, and documented mutual approval.

Service Credit Calculation: Allocation Percentage × At Risk Amount (25% of Total Monthly Fees) per failure. Special calculation for >3 Secondary failures: 2.5% × number of failed levels × At Risk Amount, capped at At Risk Amount.

Successive Primary Failures: 2× credit for 2 consecutive months, 4× for 3+ consecutive months; resets after 3 consecutive months without failure.

Service Credit Cap: Aggregate credits per Measurement Interval cannot exceed At Risk Amount.

Earn Back: 50% recovery after 3 consecutive months meeting/exceeding Service Level by ≥5%; remaining 50% after 6 consecutive months. Failure forfeits portion; re-occurrence restarts earn-back.

Allocation Changes: RAF may adjust with 60 days' notice; additions quarterly with 60 days' notice; deletions with 30 days' notice.

Continuous Improvement: Annual adjustment of Minimum Performance Percentage (%) Levels based on 12-month average, capped at lesser of 10% of gap to 100% or average achieved.

Small Numbers Rule: Single event failure causing failure may be disregarded if supported; applies only when Minimum Performance Percentage < 100%.

Continuous Improvement: Service Provider must continuously improve Service Levels through mutual agreement during the contract term. Minimum Performance Percentage (%) Levels are adjusted annually (or more frequently if significant changes) after 12 months and each anniversary. Adjustment based on 12-month average actual results for each Primary Service Level; new level capped at lesser of 10% of gap to 100% or the average achieved. Certain metrics (e.g., Server Availability) are evaluated based on infrastructure architecture/configuration requirements when determining adjustments.

Quality Improvement Plan (QIP): Required within 10 business days of incurring Service Credits. Must include performance discrepancies, expected performance standards, SMART improvement goals, action plan, RAF support details, and documented mutual acknowledgement and approval.

At Risk Amount: 25% of Total Monthly Fees per month.

Service Credit Calculation: Allocation Percentage × At Risk Amount per Service Level Failure.

Special Service Credit for Secondary Failures: If >3 Secondary Service Level Failures in a month, credit = 2.5% × number of failed Secondary Levels × At Risk Amount, capped at At Risk Amount.

Successive Primary Failures: 2× credit for 2 consecutive months, 4× for 3+ consecutive months; resets after 3 consecutive months without failure.

Service Credits Cap: Aggregate credits in a single Measurement Interval cannot exceed At Risk Amount.

Service Credit Earn Back: 50% of credit earned back by meeting/exceeding Service Level by ≥5% above minimum for 3 consecutive months; remaining 50% after 6 consecutive months. Failure during earn-back period forfeits that portion; re-occurrence restarts earn-back period for latest failure.

Payment & Reconciliation: Monthly reconciliation reported and agreed in writing; detailed 6-monthly reconciliation completed within 5 business days of period end. RAF may invoice Service Provider for credits owed.

B-BBEE Minimum Level: 70

Incident Priority Levels define business impact and response requirements:

PL1 (Emergency/Urgent – Business Critical Impact): Critical system substantially unavailable, large/critical site outage, security incident requiring physical isolation, or critical business function (Core ICMS/Guidewire, IDP, SAP, MS Exchange, SOC). Failure to resolve per RCA timelines triggers Severity 1.

PL2 (High – Major Business Impact): Department/group can use system but functions impaired, outage affects group or critical individual, security incident requiring functional shutdown.

PL3 (Medium – Moderate Business Impact): Access/use issue not prohibiting productive work, contained security incident at single non-critical site.

PL4 (Low – Minimal Business Impact): Workaround available, end-user requests, preventative maintenance, isolated non-spreading security incident.

Severity 1 Problem: Declared when RCA resolution for PL1 incidents on critical systems not implemented on 3 occasions within consecutive 3-month period, triggering immediate RAF review and possible additional penalties.

Travel Time Allowance: 1.5 hours per 120 km from closest base station added to MTTR for onsite support at remote locations.

Dispute Resolution: Formal process for Service Credit calculation disputes, including independent third-party arbitration if necessary.

RAF Discretion: RAF may elect not to enforce Service Credits at its sole discretion upon Service Provider request and satisfactory demonstration. Non-enforcement does not set precedent.

Service Credit Association: RAF reserves the right to associate Service Credit mechanisms to Service Levels where the Service Provider fails to meet performance requirements over a sustained period.

Allocation Changes: RAF may change Allocation Percentages with 60 days' written notice; sum must not exceed 100%, max 30% per level. Disagreements follow MSA escalation model.

Additions/Deletions: RAF may add Service Levels quarterly with 60 days' notice (minimum performance by mutual agreement based on 4-month average or best practice). RAF may delete Service Levels with 30 days' notice.

Continuous Improvement: Annual adjustment of Minimum Performance Percentage (%) Levels after 12 months and each anniversary, based on 12-month average actual results, capped at lesser of 10% of gap to 100% or the average achieved.

Small Numbers Rule: Single event failure causing a Service Level Failure may be disregarded for calculation purposes if supported by evidence; applies only when Minimum Performance Percentage < 100% and one event causes the failure.

Service Credit Cap: Aggregate credits per Measurement Interval capped at At Risk Amount (25% of Total Monthly Fees).

Payment Terms: Monthly reconciliation agreed in writing; detailed 6-monthly reconciliation within 5 business days. RAF may invoice for credits owed.

Earn Back: 50% credit recovery after 3 consecutive months meeting/exceeding Service Level by ≥5%; remaining 50% after 6 consecutive months. Failure during earn-back forfeits that portion; re-occurrence restarts earn-back for latest failure.

Successive Failure Multipliers: 2× for 2 consecutive months, 4× for 3+ consecutive months; resets after 3 consecutive months without failure.

Third-Party Exclusions: Service Level Failures on WAN Access Network Serviceability/Availability attributable to third-party telecom providers are excluded from successive failure multipliers. Force majeure (natural disasters, terrorism, major third-party failures) also excluded with mutual documentation and agreement.

Service Level performance is measured against Minimum Performance Percentage (%) Levels specified in the Statement of Work. Service Credits are calculated using Allocation Percentages and the At Risk Amount (25% of Total Monthly Fees). Primary Service Levels always attract credits; Secondary Levels attract credits only if included in a Quality Improvement Plan or if periodically below requirements. Auxiliary Levels do not attract independent credits. Disputes are resolved via formal process with optional independent arbitration. RAF may waive credits at its discretion upon Service Provider request and satisfactory justification.