Support access to Munsoft Munsoft Matters

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

 

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Section 71 Returns -August 2018 13 Sep 2018 10:58 Reminder : Monthly Submissions 12 Sep 2018 08:44 Monthly Submissions 07 Sep 2018 09:57 A Schedule deadline 07 Sep 2018 09:16 AFS Submission 03 Sep 2018 15:55 After Hours Support Availability 31 August -20 September 2018 31 Aug 2018 16:04 Munsoft is moving! 28 Aug 2018 16:22 The Director's Desk : Munsoft Module Adoption and Usage 23 Aug 2018 08:04 Reports for Auditors 20 Aug 2018 14:49 REMINDER - S71 MONTHLY RETURNS – JULY 2018 13 Aug 2018 11:59 13th Period Journal Errors 20 Jul 2018 14:35 Munsoft ICT Forum: 19-22 July 2018 18 Jul 2018 14:43 Support access to Munsoft 17 Jul 2018 14:48 Munsoft ICT Forum: 19 - 22 July 2018 13 Jul 2018 15:03 Reminder: ICT Forum: 19 - 22 July 2018 10 Jul 2018 14:34 S71 Monthly Returns – JUNE 2018 09 Jul 2018 09:55 Agenda for Munsoft ICT Forum: 19 - 22 July 2018 06 Jul 2018 13:51 Helpful Hints 05 Jul 2018 15:43 Debt Collection Process 05 Jul 2018 14:57 Invite to Munsoft ICT Forum: 19 - 22 July 2018 03 Jul 2018 10:47 Year End Standby Support 29 Jun 2018 11:17 Reminder: Year End Readiness 22 Jun 2018 11:08 Year - end Procedure Manual 7.0.14v1[1] 14 Jun 2018 14:50 Year - end Readiness 07 Jun 2018 15:06 Assistance in meeting critical due dates 31 May 2018 15:27 National Treasury mSCOA Portal Uploads 24 May 2018 08:23 Venue Dates & Confirmations | Munsoft Cost-Free Workshop - AFS & Year End 16 May 2018 16:14 Monthly Returns – April 2018 14 May 2018 16:39 Re -Schedule - Year End Procedure Workshop 10 May 2018 15:47 Year End Procedure Workshop 04 May 2018 15:10 REMINDER - S71 MONTHLY RETURNS – MARCH 2018 16 Apr 2018 15:08 CaseWare queries 11 Apr 2018 14:59 Validation of Monthly Uploads to National Treasury 14 Feb 2018 12:55 Support access to Munsoft 01 Feb 2018 08:05 Monthly Movement and PROR Submission to National Treasury 23 Jan 2018 13:18 AGM RSVPs and Cancellations 30 Nov 2017 16:35 Munsoft November Training Schedule 10 Nov 2017 13:41 Benefits of mSCOA at Munsoft Annual General Meeting 08 Nov 2017 10:31 Reminder - Outstanding S71 Monthly Returns 30 Oct 2017 10:26 Software Release Policy v1.0 26 Oct 2017 00:00 Outstanding S71 Monthly Returns 25 Oct 2017 15:09 Updated Training Schedule 25 Oct 2017 15:08 Munsoft systems-integrated budget module and budget imports 04 Oct 2017 09:31 Website Transversal Banner/Section 01 Jun 2016 11:57