T&P Service standard

Version: 02 Type: Final Confidentiality: Public Use Date: 15 – 03 – 2010

Document Type TP14

Skopje 2010

WE ARE PROUD OF TRAJKOVSKI & PARTNERS PROFESSIONAL ACHIEVEMENTS AND ITS EXPERTS

Certificate for successfully implemented and managed Quality Management System based on ISO 9001:2008. The system is implemented and initially certified by British Standard Institute UK in 2004. FS 84157 – ISO9001:2008

Certificate for successfully implemented and managed Information Security Management System based on ISO 27001:2005. The system is implemented and initially certified by British Standard Institute UK in 2004. IS 84158 – ISO27001:2005 Trajkovski & Partners is member of British Standard Institute UK – Associate Consultant Programme. ACP is network of consulting companies. Membership in ACP network assures proved competence for implementation of management systems based on ISO standards. In case of T&P (ACP 182) this means competence for ISO 9001:2008 and ISO 27001:2005. Trajkovski & Partners is founder and member of the International Telecommunications and IT Consultants Group – ITIC. The group is founded by 15 European companies including Trajkovski & Partners from Republic of Macedonia. Trajkovski & Partners is founder and member of IT Service Management Forum Macedonia – itSMF Macedonia. This forum contributes and works for promotion of quality of the IT service management profession through training and certification of its members.

Trajkovski & Partners consultants are: 4 Internationally Certified Management Consultants

ISACA

®

Information System Audit and Control Association http://www.isaca.org/

Trajkovski & Partners experts’ competence is proved with worldwide known professional certificates in the IT area – design, implementation and managing of Information systems. Specific certificates T&P consultants own are: CISA – Certified Information Systems Auditor CISM – Certified Information Security Manager CGEIT – Certified Governance of Enterprise IT

T&P SERVICE STANDARD Document type TP14

Revision No. 02

Page 3 of 5

Print date: 15.03.2010

CONTENTS Purpose of the Service standard .........................................................4 Our service ............................................................................................4 Our responsibilities to you...................................................................4 Basic principles ....................................................................................4 THE SERVICE STANDARD PRINCIPLES...........................................................5

T&P SERVICE STANDARD Document type TP14

Revision No. 02

Page 4 of 5

Print date: 15.03.2010

Purpose of the Service standard The purpose of this Service Standard is to present YOU the T&P’s approach and general service standards necessary to properly service YOUR needs i.e. the needs of our clients. This Service standard provides an overview of our service commitment to YOU – OUR CLIENT. We are committed to service delivery that is timely, open and accountable, and responsive to your needs. When we cooperate with other organizations for delivery of our services, we monitor the quality of these services against agreed contracted standards.

Our service We want to give you the best service we can. When you contact us, we want you to be happy with the information we give you and the way we treat you, when we work together we want you to be satisfied with our services, results and the relationship we establish and nurture with you.

Our responsibilities to you We will:     

Be friendly, fair and helpful Behave professionally Give you the service you need, taking account of any problems that may arise Try to direct you to the right place if we cannot help Respect your privacy, and make sure our offices are as safe as possible for all our clients and staff.

Basic principles The basic principles and values in the provision of client service that we commit to are:  Excellence – we will continually strive for best practice across our company  Timeliness – we will respond promptly to your queries  Responsiveness – we will listen and respond to your needs  Accessibility – we will provide choice in our service delivery methods

T&P SERVICE STANDARD Document type TP14

Revision No. 02

Page 5 of 5

Print date: 15.03.2010

THE SERVICE STANDARD PRINCIPLES Our commitment to the service standard principles and what you can expect from our services is presented below.

TELEPHONE — You can expect that: o o o

The phone will be answered promptly. Calls will be answered in a courteous manner. We will listen to the nature of your request before transferring the call, and inform you where and why you are being transferred first.

IN PERSON — You can expect: o o o o o

To be treated with courtesy and respect. That staff will be neatly dressed and well-presented. That you will be listened to and extra information requested if required. That you will be provided with helpful and accurate information. That an interpreter will be engaged, if required.

MEETINGS — You can expect that: o o o o

You will be given reasonable advance notice of meeting. You will be informed of schedule changes or cancellations prior to the meeting. Meetings will be organized and conducted in a fair and reasonable manner. An interpreter will be engaged, if required, in a timely manner.

EMAIL / WRITTEN COMMUNICATION — You can expect that: o o o

Communications will be accurate and up-to-date. Responses to your requests and queries will be provided in a timely manner. You will be provided with quality, informative responses relevant to your needs.

DECISIONS — You can expect: o o o

Clear explanation of decisions we make affecting you. Advice on what to do if you do not agree with the decision. Your privacy to be protected in accordance with Macedonian law and ISO 27001 Information security management system.

OUR INFORMATION (Internet and other sources) — Will be: o o o

Up-to-date and accurate. Accessible. Clear and well-presented.