m.e.t.ro.Intl s.l.A

7/31/2019 m.e.t.ro.Intl s.l.A

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SERVICE.LEVEL.AGREEMENT

This SERVICE.LEVEL.AGREEMENT is made on xxxxx Day of MAY 2012

Between

India hereinafter referred to as First Party, which _expression shall, unless repugnant to

the context there of, is deemed to mean and include its permitted assigns and

successors

AND

.

Through their duly authorized representative, hereinafter referred to as Second Party

which _expression shall, unless repugnant to the context thereof, be deemed to meanand include its permitted assigns and successors

Whereas the First Party is an experienced agency in the field of Software Development, Business ProcessOutsourcing (BPO), IT Enabled Services and other software related / Call Center/software dependentareas, collectively and singly referred to hereafter as Business Fields and, through contacts developed

over the years, is well placed to procure and get such work from Principal Customers/ OutsourcingAgencies in the aforesaid Business Fields.

AND

Whereas the Second Party is desirous of acquiring such outsourced business from First Party and offer

services in the aforesaid Business Fields, through its own in-house the project

A. BUSINESS UNDERSTANDING

The broad business understanding between the parties is as follows:

The First Party will provide business opportunities to the Second Party in specified segment(s) of theaforesaid Business Fields, to be mutually agreed between the parties prior to the First Party

undertaking the same on behalf of the Second Party.

Responsibilities.

In the initial stages, the First Party may also decide to ascertain the capability of the Second Partythrough small, short duration pilot projects.

In all cases, the Second Party will offer services benchmarked with the best Quality standards available

in the market and as specified by the end client for the specific services.


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B.TERRITORY

Under the terms of the SLA, the First Party shall market the SECOND PARTY'S

Services to prospective customers and contacts in the a foresaid Business Fields.

C.SCOPE OF WORK

The scope of work shall be as under:

The Second Party shall provide the total scope of Technical, Quality, & Performance support toclients & associates.

The First Party shall not be responsible for any financial transaction between clients but only with

Second Party

The First Party shall provide full guidance to Second Party regarding technical, quality & performance

throughout the project.

The Second Party shall clear out & verify all the matters regarding payment, billing, work load, job

sheet submission before SLA sign up with clients.

The Second Party shall fully satisfy the client with respect to quality, technical & other services

pertaining to the project. The Second Party should adhere to the deliverables and time-schedules of

the project without fail. The Second Party is totally responsible for the delivery of the goods to the

client's satisfaction, and shall

Hold the First Party harmless, in front of the client, from any performance related defaults by the

Second Party.

The commercial understanding with the client for all the projects shall be taken up on a case-to-case

basis, since there is involvement of various technical persons with varied experience and man-hour

rates. Under normal circumstances a lump sum quote could be submitted for the entire project.

However, the First Party shall keep the Second Party informed on the final quote to be submitted to

the client, and in general, guide the Second Party on the pricing strategies to be followed in each case.

BANKING SECTORS: AXIS BANK / BANK OF BARODA

PAYMENT MODE:

O BALANCE ACCOUNT WILL BE GIVEN TO THE SECOND PARTY BY THE FIRSTPARTY WHERE THE PAYMENT WILL BE TRANSFERRED EVRY 6 TH DAY OF A WEEK

IF SECOND PARTY ALSO HAS WORKED FOR 7 DAYS IN CASE OF INSENTIVES THE

NEXT 1 DAYS PAYMENT WILL BE ADDED IN NEXT WEEKS BILLING

D. CONFIDENTIALITY CONDITIONS:


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The Second Party shall keep all the Information related to Corporate, Company, and Technical &

Financials of the First Party strictly confidential. Under no circumstances shall the Second Party

disclose any confidential information exchanged with the First Party to any other person and /or

party without prior written permission from the First Party.

Similarly, the First Party shall keep certain information relating to the Second Party's clientsconfidential.

During the tenure of this Agreement, the Second Party shall under no circumstances directly approach

or undertake any projects of the First Party's clients or to solicit business directly or indirectly in the

aforesaid Business Fields, except with the prior consent of the First Party.

E. COMMERCIAL TERMS :

The Bonus shall be based on the costs of the project and the likely profits that can be generated from the

specific project(s). The figures can vary from case to case or as mutually agreed upon of the Grossreceipts, depending on the costs and profits of the specific project(s).

The payment modality of this Bonus would be mutually agreed between the parties at the time of

finalization of the Project(s) with the Client.

Second Party have to pay the amount of Rs.___5,000/-____ in words__FIVE THOUSAND RUPEES

ONLY__ (cash/cheque) for the Project as service charges per client sheet per system as for the entireproject to the First party and that amount will be paid by the Second party on this project and that

amount will be paid to the First party.

Second party have to pay the amount of Rs.____10.000/-____ in words TEN THOUSAND RUPEESONLY___ (cash/DD/FT) for the Accessories(DIAL UP/ DIAL IN MODEM WITH PROTOCOLDEVICE WITH 200 GB EXTERNAL HARDISC AND BLUTOOTH DIGITAL HEADSETALSO CALLING AND LANGUAGE SOFTWARES WITH 2MBPS BROADBANDCONNECTION WITH I CALLING LINE WITH WIRELESS ROUTERS

NOTE: BROADBAND MONTHLY CHARGES OF RS 500/- WILL BE PAID BY SECONDPARTY AS PER BILLING OF THE SERVICE PROVIDER

IF IN CASE OF ANY LITICATION BETWEEN PARTIES THEN SECOND PARTY IS BOUNDTO DELIVER THE ACCESSORIES AND COLLECT THE REFUND AMOUNT FIRST

PARTY IS BOUND TO PAY RS 8,000/- ( EIGHT THOUSAND RUPEES ONLY) TO SECONDPARTY(ONLY AFTER DELIVERY OF ACCESSORIES) ]

CONTRACT PERIOD: FOR 24 MONTHS ( 2 YEARS PERIOD) ALSO CAN BE EXPANDEDAFTER BY SEEING THE OUTPUT AND PERFORMANCE FROM THE SECOND PARTY


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m.e.t.ro.Intl s.l.A

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