Service Outsouring

SECTION 1: FACILITY

1. Sunivy have the Premises and all Facilities and Premises-specific infrastructure necessary to operate the Call Center. In Ho Chi Minh, telemarketing operations will start in its vendor/ partner firm’s facility, Sunivy, in X Building.
    
2. Sunivy will ensure adequate power for uninterrupted Call Center operations through the use of redundant power supplies and provision of uninterrupted power supply (‘UPS’) power outlets. 
   
   
3. Sunivy will provide fire safety measures and precautions and building design features that meet all applicable Vietnamese Laws and regulatory requirements and, at a minimum provide adequate fire and smoke detection devices, fire extinguishing devices, fire escapes and adequate fire doors in its telemarketing office/s. Sunivy will also be responsible for ensuring fire safety standards are adhered to and regularly tested including testing fire evacuation procedures with Personnel working in the Call Center from time to time. 
   
   
4. Sunivy will ensure that all employees working in the call Center premises will be in a reasonably safe and secure environment and that access to Confidential Information shall be strictly monitored and controlled. Sunivy will provide suitable security arrangements and procedures, including building and floor access, onsite security guards and any other appropriate security procedures.
   
   
5. The Call Center’s Agent Workstations shall be ergonomically designed to ensure optimal agent comfort while doing outbound calls. The workstations’ dimensions are as specified in the layout plan in this manual.
   
   
6. Sunivy’s Call Center shall be equipped with the following common facilities:
   
   

   Meeting Room/ Boardroom that can fit-in 1 Team (22 pax)
   

   Pantry enough to accommodate 3 Telemarketing Teams
   

   Training Room enough to accommodate simultaneously 2 Telemarketing Teams
   

   Separate office space for all Support Staff (HR and Training, IT/ Technology, QA, Field Team, Finance and Administration)
   
   

7.  Entry to the Communications or Server Room is to be located away from a high traffic area of the Call Center. The Communications Room shall have no windows or glass panelling enabling persons outside the room to see its content and minimal and unobtrusive signage must be used to indicate the Communications Room's purpose or its contents.
   
   
8. All IT equipment will be owned and operated by Sunivy and Sun Ivy. There will be no Customer-owned network equipment that will be located in the Sunivy’s Communications Room. For every two active communications racks, one passive rack (for patching & floor distribution) shall be provided. Sunivy shall ensure that all redundant equipment is supported and powered in separate racks.
   
   
9. Power facilities for the Communications Room will be UPS. Completely separate power distribution (from the main distribution board) shall be deployed to dual power rails inside each active rack. Sunivy will ensure that temperature control is separate from the call Center premises and will be monitored. A 24-hour temperature control will be guaranteed.
   
   
10. SunivyRoom at the call Center. This requires diverse entry points and cable run all the way from the cable landing sites to the Communications Room.
    
    
11. Sunivy will provide secure and authenticated entry to the room housing the UPS & Distribution Switch Panel that is responsible for delivering power to the Communications Room and server rooms. 
    
    
12. Access to the Communications Room will be via a single door that is separately zoned within the Premises' security and access system. The door will have its own proximity card badge reader to register all entries and exits for the Communications Room.
    
    
13. Proximity card access to the room will only be granted to those personnel who need access to the Communications Room as part of their daily role. All contract personnel not employed by Sunivy or its partners who require access to the Communications Room must be accompanied by a member of the Facilities or IT staff for the entire duration that they are within the Communications Room.

1. Sunivy will be responsible for the provision of site redundancy via its business partners’ offices and back-up Centers in the event that the Sunivy’s site becomes unavailable. 
   
   
2. Sunivy shall be responsible for promptly advising Customer of any circumstances that would necessitate the adoption of disaster recovery measures.
   
   
3. In the event that the site is unavailable for any reason, Sunivy shall be responsible for any restoration activities required on-site or in its area of network control and for prompt advice to Customer of the ability to revert to normal telemarketing operations.
   
   
4. Sunivy and its business partners will prepare the documentation of business continuity procedures, and all relevant sections will be provided prior to cutover.
   
   

1. Sunivy shall provide the following equipment, materials and software in its telemarketing call Center to use to assist it to provide the Services: 
   
   LAN application servers, with enough operating capacity
   Standard desktops, configuration as per specification.
   Standard servers, configuration as per specification.
   If necessary or applicable, network-attached storage/ server for business applications
   Redundant wide area network
   
   
2. Sunivy shall provide the following desktop equipment for its vital telemarketing call operations and support: 
   
   

   Minimum Desktop Configuration (FPT Lead or CMS Desktop)
   Processor	2.8 GHz Pentium 4., Multithread
   Memory	512Mb DDR 2 SDRAM
   Storage	60GB minimum
   Monitor	14 to 17 inch TFT (minimum SXGA capability)
   Chipset	As is current with the PC vendor, but should have a minimum working life of 24 months
   Video card	Minimum 32Mb memory, chipset as is current with the vendor, but should have a minimum working life of 24 months
   card	Minimum SoundBlaster 16 compatible.
   Network	10 /100Mbit/1 Gigabit Ethernet , Wake on LAN support & PXE boot support
   Ports (Minimum)	1 Serial, 1 Parallel
   Input Devices	101 Key Keyboards, Optical Mouse
   Footprint	SFF

   
   
   
3. All desktops will have no CD/RW, DVD/RW or USB ports.
   
   
4. Only the support team and management can connect laptop computers to the LAN.
   
   
5. Sunivy and its technology partner/s shall provide servers to the following configuration, which are to be installed in a compatible communications rack. The rack and all servers are to be located within the secure Communications Room. 
   
   

   Sample Specifications for Server (Shown below is IBM Blade)
   Processor	3.0GHz Nocona EM64T, Dual 3.0GHz Xeon DP Processor 1MB L2 Cache
   Memory	4GB SDRAM
   Storage	2x40GB IDE 2x73GB SCSI CD-R Drive
   Network	2x10/100/1000 Ethernet connected to chassis, with Wake on LAN support, PXE boot capable
   Ports (Minimum)	1 Serial, 1 Parallel, 2 USB II, Infrared
   Input Devices	KVM
   Chassis	8x10/100/1000 ports on its own switch 4x2Gb fibre ports on its own switch

   
   
   
6. Servers will provide the following services to the Sunivy’s desktop machines via the Center’s LAN:
   
   Directory services
   Exchange services
   Management layer services
   Antivirus services
   Print services
   Terminal services
   
   
7. Backup and Restore
   
   7.1 All calls are to be recorded and kept for a minimum period of 180 days; Customer will have the rights on the recordings as the client.
   
   7.2 Sunivy will back up the servers using adequate equipment with a minimum 300GB memory.
   
   7.3 Sunivy will provide adequate tape media to allow 2 generations of backup to be stored.
   
   

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