The purpose of this document is to explain the requirement for different levels of access required to the Municipal Financial Management System (Munsoft) to provide effective support to the municipality.
We understand the importance of good governance and therefore continuously implement features and improvements based on input from the Auditor General’s reports.
Any access to Munsoft is granted on a named user principle, and all relevant activities are logged for audit purposes. Due to the complexities with regards to a Financial Management System, Munsoft relies on multiple
individuals with different skillsets/disciplines to support the entire system.
We assign a support champion or support team to your municipality but due to the need for redundancy caused by normal business factors such as skill levels, areas of expertise, staff leave, maternity leave, holidays and peak operational periods this support champion or support team might not always be available to assist. It is due to these reasons that we require multiple individuals with different skillsets/disciplines to support the
entire system.
The system support is fulfilled by a pool of resources, and even though you have a support champion or support team, to keep the support costs as low as possible this person is not dedicated to your municipality only. For this reason, we require a higher level of redundancy for this function, which results in more support engineer accounts on your system.
Please see the attached breakdown of the various support functions and the users relating to the specific functions. This user schedule will be regularly updated if any changes occur and the municipality will be notified of such changes.
Service Level Warranties
| Severity level | Description | Response Times | Resolution Times |
|---|---|---|---|
| 1 | Critical. Unable to process which materially affects the Client’s business | 0 – 2 consecutive business Hours. | 0 – 16 consecutive Hours |
| 2 | Less Critical. System active but users severely impacted | 0 – 6 consecutive business Hours | 3 Business Days |
| 3 | Non-Critical. System active but users not impacted | 7 - 12 consecutive business Hours | 5 Business Days |
Munsoft Service Record Classification
| Service Record Type | Description | Frequency | Remote | Onsite | Cost |
|---|---|---|---|---|---|
| Support |
All software error related incidents that require remote support or onsite support for error resolution. A software error is a flaw, failure or fault in the Munsoft System that causes it to produce an incorrect or unexpected result. Human error is specifically excluded from support. |
Unlimited | Unlimited | As and when required - only if remote support options are exhausted with no error resolution | Remote & Onsite Support Included in Monthly Service Fee. Travel & Accommodation (if applicable) to be recovered on cost recovery basis as per Schedule A of Master Agreement. |
| Development | All incidents that require coding for system customization or enhancement. This can be in a form of a Bug Fix/Patch, Update or Upgrade | As and when required | Unlimited | As and when required |
All Bug Fix/Patch and minor updates are unlimited in Monthly services and Annual Maintenance Fees. All custom development requests (client specific) and major upgrades are subject to approval of quotation. |
| Training | All incidents that require hand holding, classroom training and one on one system usage training | As per schedule | At cost | At cost | All hand holding, classroom training and one on one system usage training are at cost as per training schedule. |
| Consulting | All incidents that are not system error related that require a consultant to assist a client to fulfil a municipalbusiness process | As and when required | At cost | At cost | As per approved Support schedule or use of Ad-hoc rate card |
