I have been informed by SITA as follows:
1 (a) SITA currently has thirteen (13) Service Level Agreements (SLA Annexes) with the Department of Home Affairs. These services are delivered using both the SITA own personnel and external services from contracted suppliers.
These services are managed via Service Level Agreements with metrics. The service performance is regularly evaluated and monitored on a monthly basis between SITA and the Department of Home Affairs.
SITA has adequate capacity to service the SLA Annexes except that it uses Telkom to provide the last-mile for a dedicated VPN. This represents the only area of challenge since SITA does not own the infrastructure and depend on Telkom network for 92% of its connectivity. SITA is now working with Sentech to provide an additional alternative connectivity using satellite technology to minimise the challenges that have been experienced to date.
1 (b) The following actions have been implemented to increase capacity:
2 (a) (b) Yes, SITA has routine and preventative maintenance procedures, managed through IT Service Management System.
(i) (ii) SITA has regular monthly Service Level Meetings with the Department of Home Affairs and also with the Service Provider (Telkom). To minimise the causes of poor network connectivity SITA is working with the State Owned Companies such as Sentech to build additional alternative network that will be activated when terrestrial network is impacted. The satellite system will ensure that the DHA office has service as per the signed Service Level Agreements; therefore DHA does not need to close their offices when a network breakdown is experienced.