EX-10.2



 Exhibit 10.2 

 

							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 1
 of 12

 Service Level Agreement 
  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria










							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 2
 of 12

  

 Summary 
  

					
	 1 Introduction
	  	 	3	  
	 1.1 Parties of the Agreement
	  	 	3	  
	 1.2 Objective
	  	 	3	  
	 2 Description of Services
	  	 	3	  
	 2.1 Services made available
	  	 	3	  
	 3. Definitions and Terms
	  	 	8	  
	 3 Incident
	  	 	8	  
	 3.2 Deadlines
	  	 	9	  
	 3.3 Solution for Service Level
	  	 	10	  
	 4 Revision of the Agreement
	  	 	10	  
	 5 Penalties
	  	 	11	  
	 6 Approval
	  	 	12	  


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 3
 of 12

  

 1 Introduction 
 1.1 Parties of the Agreement 
 The Service Level Agreement (ANS) occurs
between the CCTI - Competence Center for Information Technology and VC-Votorantim Cimentos. 
 1.2 Objective 

The Service Level Agreement aims to define service levels to unit besides being a guide with specific definitions for each item of the
Agreement. 
 2. Description of Services 
 2.1 Services Made Available 
 The services provided by CCTI are: 

PC Management Services (Outsourcing of PCs) 
  

							
	 Acquisitions

	 Description
	 	 Objective
	 	 SLA

	Acquisition Services of new PCs (Desktops and Laptops) in all localities of VID in Brazil and Abroad.	 	Provide Services of Delivery of PCs (desktops and laptops), including Hardware, Software and Services, in the cash models or through Operational Leasing.	 	 National Products: 13 business days
 Imported Products : 30 business days (1 Laptop model)

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Efficient delivery (delivered on time / total deliveries )	 	>= 90%	 	80 a 89,99%	 	<80%
	
	 Scheduled Exchanges (Technological Renovation)

	 Description
	 	 Objective
	 	 SLA

	Schedule Exchange Service of PCs (Desktops and Laptops) that have been purchased through the Operational Leasing model in all Locations of VID in Brazil and Abroad.	 	Provide Replace Service of PCs (Desktops and Laptops), including Hardware, Software and Services	 	The standard deadline for replacement of a standard PC is from 36 to 39 months, when there will be a batch scheduling for exchanges.
				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Efficient exchanges (exchanges made up to 39 months / total exchanges)	 	>= 90%	 	80 to 89,99%	 	<80%


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 4
 of 12

  


							
	 Break & Fix Suppor

	 Description
	 	 Objective
	 	 SLA

	Hardware Support Services of PCs within the period of Warranty (Desktops, Laptops, Netbooks & Workstations) and Projectors.	 	Diagnosis, Service and Troubleshooting of Hardware in PCs (Desktops, Laptops & Workstations) and projectors within their warranty periods.	 	 Solution SLA - 3BD (3 business days after opening of the incident )

Request Method - Contact the Service Desk (8686), option 1, which shall open an incident for the local Field Services to make progress with the
Supplier.

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Efficient Repair (repairs made until 3BD / total repairs)	 	>= 90%	 	80 to 89,99%	 	<80%
	
	 Technical Support to PCs (Software)

	 Description
	 	 Objective
	 	 SLA

	Standard Software Service Support Service installed on PCs (Desktops, Laptops, Netbooks & Workstations)	 	Diagnosis, Service and Troubleshooting for Standard Software (Operating System and Components for standard Image) in PCs (Desktops, Laptops, Netbooks &
Workstations)	 	 SLAs SERVICE DESK

70% of telephone calls met in up to 40 seconds

Abandonment Rate –<= 10%
 Mean Time of
Service - up to 8 minutes
 Satisfaction Survey - Rating> = 3.0
 SOLUTION SLA
 Every incident has a different criticality classification, ranging from Critical (4
executed hours) up to Low (16 working hours)

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Service Desk Technical SLA (Monthly Report of Service Desk)	 	>= 90%	 	80 to 89,99%	 	<80%


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 5
 of 12

  

 Supply of Printing Services (Printing Outsourcing) 

 

							
	 Request

	 Description
	 	 Objective
	 	 SLA

	Service Supply of Impressions, copies, scan, fax and bookbinding (the latter performed by Central of Copies) as demand in all locations of the VID in Brazil	 	Provide Resources to perform prints, copy, scan, fax and bookbinding and documents (the latter performed by Central of Copies), as demand in all locations of the VID in Brazil, with
payment based on consumption	 	 Deliver SLA

Equipment delivered within 15 days after formal approval of the additive

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Deliveries made until 15 days after the approval of the additive	 	>= 90%	 	80 to 89,99%	 	<80%
	
	 Break & Fix Support

	 Description
	 	 Objective
	 	 SLA

	Repair service to printing resources (printers and MFPs)	 	Diagnosis, Service and Troubleshooting of Hardware in print resources (printers and MFPs) that are part of the outsourcing contract with HP	 	Solution SLA - 8 working hours after the start of the call at HP Request Method - Contact the Service Desk (8686), option 1, which shall open an incident to the local
team of Field Services to provide progress.
				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Efficient Repair (repairs made until 8 working hours / total repairs)	 	>= 92%	 	82 to 91,99%	 	<82%


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 6
 of 12

  

 Corporate Services Data Center 

 

							
	 Message Services (e-mail) - Operational Availability

	 Description
	 	 Objective
	 	 SLA

	Electronic Mail Service (Corporate Cluster)	 	 Provide Operational Availability to utilization of Electronic Mail Service

(e-mail) in the Corporate Environment
	 	 Active Monitoring in the environment through SCOM and HP OPENVIEW generates alarms and critical incidents for the
Premiers and BMI teams to act. There is the Communication Plan for disclosure of crises to all responsible for the environment at Central and Local CCTI.
 99% SLA of Operational Availability of Exchange Structure

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Operating Availability of Environment of Corporate Electronic Mail	 	>= 99,95%	 	99 a 99,94%	 	< 99%
	
	Support Services to Operation (Service Desk)
	
	 Functional Support

	 Description
	 	 Objective
	 	 SLA

	Perform the registration of incidents and user support in SAP environments and Satellites on a 24x7x365 regime and service in Portuguese, English and Spanish	 	Receive contacts, record the incident and support end users in their doubts and problems related to the SAP environment and Satellites in VID	 	 Service SLAs

Every incident has a different criticality classification, which can vary between Critical ( 4 executed hours) to Low (32 working
hours)

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Efficient deliveries. Incidents met within the SLA (delivered on time / total deliveries), information generated in Functional Monthly Report.	 	>= 90%	 	80 to 89,99%	 	<80%


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 7
 of 12

  


							
	 Technical Support

	 Description
	 	 Objective
	 	 SLA

	Perform the registration of incidents and user support in SAP environments and Satellites on a 24x7x365 regime and service in Portuguese, English and Spanish	 	Receive contacts, record the incident and support end users in their doubts and problems related to the SAP environment and Satellites in VID	 	 Service SLAs

Every incident has a different criticality classification, which can vary between Critical ( 4 executed hours) to Low (32 working
hours)

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Efficient deliveries, incidents met within the SLA (delivered on time / total deliveries), information generated in the Technical Report Monthly	 	>= 90%	 	80 a 89,99%	 	< 80%
	
	Business Consulting Services
	
	 Enable business strategy with Tl

	 Description
	 	 Objective
	 	 SLA

	Analyze key business drivers and identify opportunities for contribution of Tl to the the viability of objectives and goals of the units.	 	Ensure that the initiatives of CCTI are strategically aligned with the expectations and demands of the business.	 	Meet by 80%, at least the prioritized demands of business forums
				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	% of demands prioritized met in business forums,	 	>= 80%	 	70 to 79,99%	 	<70%
	
	 Revision of Processes

	 Description
	 	 Objective
	 	 SLA

	Process mapping, analysis of the pain points and preparing plans for quality optimization and cost reduction in operational event chain.	 	Contribute to the maximization of process chain with a focus on improving the competitiveness of business.	 	by 80%, at least the prioritized demands of business forums
				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	% of demands prioritized met in business forums.	 	>= 80%	 	70 to 79,99%	 	<70%


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 8
 of 12

  

 Systems Development and Corrective and Evolutionary Improvements 

 

							
	 Systems Development and Corrective and Evolutionary
Improvements

	 Description
	 	 Objective
	 	 SLA

	Development and/or acquisition of specific software and on-demand, using practices and methodologies for developing and managing that lead manufacturing of flexible software and
with high quality.	 	Perform system implementation through the management of projects and activities following the Votorantim methodology, following best practices and aiming to meet the deadline and
of the cost.	 	 Activities
 •     Delivery of demands with TDEM of at least 60 days
 •     Accuracy of the activities of at least 90%
 •     Satisfaction Survey with a minimum score of 3 Projects.
 Obtain
percentage of adherence to project management methodology of at least 90%

				
	 KPI
	 	 Green
	 	 Yellow
	 	 Red

	Activity: TDEM (Average Delivery Time).	 	<=60	 	60,1 to 69	 	>=70
	Activity: Accuracy	 	>90%	 	85 to 90%	 	<85%
	Atividade: Satisfaction Survey	 	Score>=3	 	Score from 2.1 to 2.9	 	<=2
	Projeto: Quality Indicator	 	>90%	 	85 to 90%	 	<85%

 3 Definitions and Terms 
 The definitions described below have the objective of ensuring the proper understanding between the parties on the terms, conditions and requirements of this ANS, which are directly related to the Service
Level Warranty. 
 3.1 Incident 
 It is considered an incident when: 
  

	 	•	 	 Any event situation that causes or may cause a “disruption” or “deterioration” in the quality of service.



  

	 	•	 	 Request info for assistance. 


 Some examples are: unavailable application or with errors, hardware with problems, request for information or assistance from the support. 

For each incident three characteristics are ascribed: 
  

	 	•	 	 Impact 


  

	 	•	 	 Urgency 


  

	 	•	 	 Priority 



  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 9
 of 12

  

 The Impact and the Urgency have four ratings: 

 

	 	•	 	 Critical 


  

	 	•	 	 High 


  

	 	•	 	 Average 


  

	 	•	 	 Low 


 These
ratings are determined during the call of the Service Center (Service Desk) or automatically by means of the monitoring tools. 

The priority is determined by the requestor at the time of the call, and may be classified as: 

 

	 	•	 	 High 


  

	 	•	 	 Average 


  

	 	•	 	 Low 



3.2 Deadlines 
 The service deadlines for incidents agreed are determined by the rating of impact, following the hours below: 
  

	 	•	 	 Functional Support 


  

							
	 Rating of the Impact
	 	 Service
timei
	 	 Service Hours
	 	 Service Languages

	 Critical
	 	4h	 	1st Level - 24x7x365	 	 Portuguese
 English
 Spanish

	 High
	 	8h	 	 
	 Average
	 	12h	 	2nd and 3rd level - 10x5	 
	 Low
	 	18h	 	 

  

	i	The service times of the calls, both functional and technical, are determined in working hours executed. There is no accounting for working hours when there is pendency
of third parties during the resolution process. 


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 10
 of 12

  


	 	•	 	 Technical Support 


  

							
	 Rating of the Impact
	 	 Service time
	 	 Service Hours
	 	 Service Languages

	 Critical
	 	2h	 	1st Level - 24x7x365	 	 Portuguese
 English
 Spanish

	 High
	 	4h	 	 
	 Average
	 	12h	 	2nd and 3rd Level - 10x5	 
	 Low
	 	48h	 	 

 3.3 Solution for Level of Service 

 

							
	 Solver

Group
	 	 SLA
	 	 Number of calls as current
volumetry
	 	 Responsibility

	 N1
	 	70%	 	4253ii	 	TIVIT
	 N2
	 	14%	 	850	 	TIVIT
	 N3
	 	16%	 	972	 	TIVIT/VID-CCTI

  

	 	•	 	 The calls shall be terminated by the acceptance of user or automatically after 72 hours of its conclusion. 



 

	 	•	 	 The proportionality between Levels of Service (N1, N2 and N3) shall be applied regardless of the monthly volume of call (according to the baseline
contracted) 


 4 Revision of the Agreements 
 The revision of the Service Level Agreement shall occur whenever there is a change in the solution contracted for the services, whether or not for improvement in performance indicators and response time
or solution. 
 The CCTI is responsible for coordinating meetings for discussion and updating of ANS, which, in which shall be reviewed the
parameters annually agreed, based on the date hereof. 
 Any changes to this agreement shall be approved by responsible for both parties,
following the Change Management process. 
  

	ii	Productive and unproductive calls only in N1. For N2 and N3 only productive calls. If the percentage of the unproductive reduces in over 10%, the solution shall be
reassessed. 


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 11
 of 12

  

 5 Penalties 
 There are no formal penalties provided for CCTI for noncompliance with the parameters set forth in this Agreement. To the suppliers, if any noncompliance with the Agreements shall be applied the penalties
provided for in the contract. 

  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria











							
	



	  	 Corporate

 
 Operating Procedure

 
 Service Level Agreement

 
	 	Code	 	
	  	 	Revision	 	1.0
	  	 	Area	 	CCTI
	  	 	Pages	 	
 12
 of 12

  

 6 Approval 
  

					
		 		 	São Paulo, June 19th 2012.
	/s/ Sidney Catania	 		 	
	Sidney Catania	 		 	
	Director of Accounting and Finance – Votorantim Cimentos	 		 	
			
	/s/ VID - CCTI	 		 	
	VID - CCTI	 		 	


  

					
	Elaborator:	 	Secrecy:	 	Approver:
	Marco Antonio Bastoni	 	Internal Use to Business	 	Fabio Faria