A Practical Guide to Building and Implementing Modern SLAs
"SLA Program" <[email protected]> Tue, 8 Aug 2017 16:11:33 +0800
| Newsgroups | gmane.linux.redhat.k12ltsp |
|---|---|
| Message-ID | <12964175159522980032653@Side-PC-B> |
--===============7754326117515754328== Content-Type: multipart/alternative; boundary="----=_NextPart_001_228D_429923DB.788F1AF7" ------=_NextPart_001_228D_429923DB.788F1AF7 Content-Type: text/plain; charset="windows-1252" Content-Transfer-Encoding: quoted-printable Creating Internal Service Level Agreements A Practical Guide to Building and Implementing Modern SLAs 10 =96 11 September 2017 in Dubai, UAE 26 =96 27 October 2017 in Singapore =20 Dear Leaders, Why SLA=3F With the ever-increasing complexity and interconnectivity of modern computi= ng systems, many clients are not sure whether the issues they are reporting= lie within the software application, their PC, the internal network, the o= perating system, the Internet or the hardware. The client depends on the ab= ility of the support desk to remotely identify and diagnose the source of t= he issue and provide support regardless of where the issue lies. Why You Should Attend Some companies have reported saving 5% to 40%, simply by establishing and m= anaging service agreements. Apart from the cost savings, Internal SLAs impr= ove the quality of service to clients and enhances their experience when de= aling with your company. This course is designed to meet the needs of companies that are involved in= service agreements with internal suppliers of services in achieving their = strategic goals. Those managing such corporate relationships need to know h= ow such a partnership will function and be able to deal with any problems. =20 Agenda Summary =FC Service Level Agreements (SLAs) for Internal Business Services =A7 Defining Service and the Objectives of SLAs =A7 Benefits and Limitations of External SLAs vs. Internal SLAs =FC Creating an Internal SLA =A7 Specification of Responsibilities and Priorities =FC Drafting your Internal SLA =A7 A Model Structure for the SLA =A7 Using Appropriate Measurement Language =FC Incentive =A7 Understanding Positive and Negative Incentives =FC Managing the In-Life SLA =A7 Security Incident Handling =FC Costing Services =20 Registration and Enquiry To obtain a copy of the PDF brochure, simply reply to this email with the f= ollowing subject title: Dubai Session: ISLA-DBX Singapore Session: ISLA-SG DID: +65 6825 9599 =20 =20 =20 To remove from our mailing list, reply to this email with subject title Rem= ove ------=_NextPart_001_228D_429923DB.788F1AF7 Content-Type: text/html; charset="windows-1252" Content-Transfer-Encoding: quoted-printable <HEAD> <META content=3D"text/html; charset=3Dwindows-1252" http-equiv=3DContent-Ty= pe> <META name=3DGENERATOR content=3D"MSHTML 11.00.10570.1001"></HEAD> <BODY><FONT size=3D2 face=3D"Arial, Helvetica, sans-serif"> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><A na= me=3DOLE_LINK12><SPAN style=3D'FONT-SIZE: 24pt; FONT-FAMILY: "Copperplate G= othic Bold",sans-serif; COLOR: #385623; LINE-HEIGHT: 115%; mso-bidi-font-fa= mily: "Dubai Light"; mso-themecolor: accent6; mso-themeshade: 128'>Creating= Internal Service Level Agreements<=3Fxml:namespace prefix =3D "o" ns =3D "= urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></A></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 6pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><I style=3D"mso-bidi-font-style: normal= "><SPAN style=3D'FONT-SIZE: 13pt; FONT-FAMILY: "Georgia",serif; COLOR: #595= 959; LINE-HEIGHT: 115%; mso-themecolor: text1; mso-themetint: 166'>A Practi= cal Guide to Building and Implementing Modern SLAs<o:p></o:p></SPAN></I></S= PAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-SIZE: 14pt; FONT-FA= MILY: "Copperplate Gothic Bold",sans-serif; COLOR: #c00000; LINE-HEIGHT: 11= 5%; mso-bidi-font-family: "Times New Roman"'>10 =96 11 September 2017 in Du= bai, UAE<o:p></o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-SIZE: 14pt; FONT-FA= MILY: "Copperplate Gothic Bold",sans-serif; COLOR: #c00000; LINE-HEIGHT: 11= 5%; mso-bidi-font-family: "Times New Roman"'>26 =96 27 October 2017 in Sing= apore<o:p></o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><B style=3D"mso-bidi-font-weight: norma= l"><SPAN style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Book Antiqua",serif; COLOR= : #ffc000; LINE-HEIGHT: 115%; mso-bidi-font-family: "Times New Roman"; mso-= themecolor: accent4'><o:p> </o:p></SPAN></B></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 6pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; COLOR: black; LINE-HEIGHT: 115%; mso-bidi-= font-family: Arial; mso-themecolor: text1'>Dear Leaders,<o:p></o:p></SPAN><= /SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 6pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><B style=3D"mso-bidi-font-weight: norma= l"><I style=3D"mso-bidi-font-style: normal"><SPAN style=3D'FONT-SIZE: 12pt;= FONT-FAMILY: "Book Antiqua",serif; COLOR: #385623; LINE-HEIGHT: 115%; mso-= bidi-font-family: Arial; mso-themecolor: accent6; mso-themeshade: 128'>Why = SLA=3F <o:p></o:p></SPAN></I></B></SPAN></P> <P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 0in 0in 6pt; LIN= E-HEIGHT: 115%; TEXT-AUTOSPACE: ; mso-layout-grid-align: none"><SPAN style= =3D"mso-bookmark: OLE_LINK12"><SPAN lang=3DEN-GB style=3D'FONT-SIZE: 10pt; = FONT-FAMILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-fa= mily: Arial; mso-fareast-font-family: "Times New Roman"; mso-ansi-language:= EN-GB'>With the ever-increasing complexity and interconnectivity of modern= computing systems, many clients are not sure whether the issues they are r= eporting lie within the software application, their PC, the internal networ= k, the operating system, the Internet or the hardware. The client depends o= n the ability of the support desk to remotely identify and diagnose the sou= rce of the issue and provide support regardless of where the issue lies.<o:= p></o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 6pt; LINE-HEIGHT: 115%; TEXT-= AUTOSPACE: ; mso-layout-grid-align: none"><SPAN style=3D"mso-bookmark: OLE_= LINK12"><B style=3D"mso-bidi-font-weight: normal"><I style=3D"mso-bidi-font= -style: normal"><SPAN style=3D'FONT-SIZE: 12pt; FONT-FAMILY: "Book Antiqua"= ,serif; COLOR: #385623; LINE-HEIGHT: 115%; mso-bidi-font-family: Arial; mso= -themecolor: accent6; mso-themeshade: 128'>Why You Should Attend<o:p></o:p>= </SPAN></I></B></SPAN></P> <P class=3DMsoNormal style=3D"TEXT-ALIGN: justify; MARGIN: 0in 0in 6pt; LIN= E-HEIGHT: 115%; TEXT-AUTOSPACE: ; mso-layout-grid-align: none"><SPAN style= =3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-SIZE: 10pt; FONT-FAMILY: = "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family: Arial'>= Some companies have reported saving 5% to 40%, simply by establishing and m= anaging service agreements. Apart from the cost savings, Internal SLAs impr= ove the quality of service to clients and enhances their experience when de= aling with your company.<o:p></o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family: A= rial'>This course is designed to meet the needs of companies that are invol= ved in service agreements with internal suppliers of services in achieving = their strategic goals. Those managing such corporate relationships need to = know how such a partnership will function and be able to deal with any prob= lems.<o:p></o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family: A= rial'><o:p> </o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 6pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><B style=3D"mso-bidi-font-weight: norma= l"><I style=3D"mso-bidi-font-style: normal"><SPAN style=3D'FONT-SIZE: 12pt;= FONT-FAMILY: "Book Antiqua",serif; COLOR: #385623; LINE-HEIGHT: 115%; mso-= themecolor: accent6; mso-themeshade: 128'>Agenda Summary<o:p></o:p></SPAN><= /I></B></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.25in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=FC</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><B><SPAN style=3D'FONT-SIZE: 10pt; FONT= -FAMILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family= : Arial'>Service Level Agreements (SLAs) for Internal Business Services </S= PAN></B></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT= -FAMILY: "Trebuchet MS",sans-serif'><o:p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.75in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level2 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=A7</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: b= old; mso-bidi-font-family: Arial'>Defining Service and the Objectives of SL= As</SPAN></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FON= T-FAMILY: "Trebuchet MS",sans-serif'><o:p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 3pt 0.75in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level2 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=A7</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: b= old; mso-bidi-font-family: Arial'>Benefits and Limitations of External SLAs= vs. Internal SLAs</SPAN></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK12"><S= PAN style=3D'FONT-FAMILY: "Trebuchet MS",sans-serif'><o:p></o:p></SPAN></SP= AN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.25in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=FC</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><B><SPAN style=3D'FONT-SIZE: 10pt; FONT= -FAMILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family= : Arial'>Creating an Internal SLA</SPAN></B></SPAN><SPAN style=3D"mso-bookm= ark: OLE_LINK12"><SPAN style=3D'FONT-FAMILY: "Trebuchet MS",sans-serif'><o:= p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 3pt 0.75in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level2 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=A7</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: b= old; mso-bidi-font-family: Arial'>Specification of Responsibilities and Pri= orities </SPAN></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK12"><SPAN style= =3D'FONT-FAMILY: "Trebuchet MS",sans-serif'><o:p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.25in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=FC</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><B><SPAN style=3D'FONT-SIZE: 10pt; FONT= -FAMILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family= : Arial'>Drafting your Internal SLA</SPAN></B></SPAN><SPAN style=3D"mso-boo= kmark: OLE_LINK12"><SPAN style=3D'FONT-FAMILY: "Trebuchet MS",sans-serif'><= o:p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.75in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level2 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=A7</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: b= old; mso-bidi-font-family: Arial'>A Model Structure for the SLA</SPAN></SPA= N><SPAN style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-FAMILY: "Tre= buchet MS",sans-serif'><o:p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 3pt 0.75in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level2 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=A7</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: b= old; mso-bidi-font-family: Arial'>Using Appropriate Measurement Language </= SPAN></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-FA= MILY: "Trebuchet MS",sans-serif'><o:p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.25in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=FC</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><B><SPAN style=3D'FONT-SIZE: 10pt; FONT= -FAMILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family= : Arial'>Incentive </SPAN></B></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK1= 2"><SPAN style=3D'FONT-FAMILY: "Trebuchet MS",sans-serif'><o:p></o:p></SPAN= ></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 3pt 0.75in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level2 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=A7</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: b= old; mso-bidi-font-family: Arial'>Understanding Positive and Negative Incen= tives</SPAN></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'= FONT-FAMILY: "Trebuchet MS",sans-serif'><o:p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.25in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; mso-bidi-font= -family: Wingdings; mso-fareast-font-family: Wingdings"><SPAN style=3D"mso-= list: Ignore"><FONT size=3D3>=FC</FONT><SPAN style=3D'FONT: 7pt "Times New = Roman"'> </SPAN></SPAN></SPAN><B><SPAN style=3D'FONT-SIZE: 10pt; FONT= -FAMILY: "Trebuchet MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family= : Arial'>Managing the In-Life SLA</SPAN></B></SPAN><SPAN style=3D"mso-bookm= ark: OLE_LINK12"><SPAN style=3D'FONT-FAMILY: "Trebuchet MS",sans-serif'><o:= p></o:p></SPAN></SPAN></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 3pt 0.75in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level2 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; COLOR: #59595= 9; mso-bidi-font-family: Wingdings; mso-themecolor: text1; mso-fareast-font= -family: Wingdings; mso-themetint: 166"><SPAN style=3D"mso-list: Ignore"><F= ONT size=3D3>=A7</FONT><SPAN style=3D'FONT: 7pt "Times New Roman"'> <= /SPAN></SPAN></SPAN><SPAN style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Trebuchet= MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-weight: bold; mso-bidi-fo= nt-family: Arial'>Security Incident Handling </SPAN><SPAN style=3D"COLOR: #= 595959; mso-themecolor: text1; mso-themetint: 166"><o:p></o:p></SPAN></SPAN= ></P> <P class=3DMsoListParagraph style=3D"MARGIN: 0in 0in 0pt 0.25in; LINE-HEIGH= T: 115%; TEXT-INDENT: -0.25in; mso-list: l0 level1 lfo1"><SPAN style=3D"mso= -bookmark: OLE_LINK12"><SPAN style=3D"FONT-FAMILY: Wingdings; COLOR: #59595= 9; mso-bidi-font-family: Wingdings; mso-themecolor: text1; mso-fareast-font= -family: Wingdings; mso-themetint: 166"><SPAN style=3D"mso-list: Ignore"><F= ONT size=3D3>=FC</FONT><SPAN style=3D'FONT: 7pt "Times New Roman"'> <= /SPAN></SPAN></SPAN><B><SPAN style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Trebuc= het MS",sans-serif; LINE-HEIGHT: 115%; mso-bidi-font-family: Arial'>Costing= Services</SPAN></B><SPAN style=3D"COLOR: #595959; mso-themecolor: text1; m= so-themetint: 166"><o:p></o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D"COLOR: #595959; mso-them= ecolor: text1; mso-themetint: 166"><o:p><FONT size=3D3 face=3DCalibri> = ;</FONT></o:p></SPAN></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 6pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><B style=3D"mso-bidi-font-weight: norma= l"><I style=3D"mso-bidi-font-style: normal"><SPAN style=3D'FONT-SIZE: 12pt;= FONT-FAMILY: "Book Antiqua",serif; COLOR: #385623; LINE-HEIGHT: 115%; mso-= themecolor: accent6; mso-themeshade: 128'>Registration and Enquiry<o:p></o:= p></SPAN></I></B></SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 6pt; LINE-HEIGHT: 115%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><SPAN style=3D'FONT-SIZE: 10pt; FONT-FA= MILY: "Trebuchet MS",sans-serif; COLOR: #262626; LINE-HEIGHT: 115%; mso-bid= i-font-family: Arial; mso-themecolor: text1; mso-themetint: 217'>To obtain = a copy of the PDF brochure, simply reply to this email with the following s= ubject title: </SPAN></SPAN><SPAN style=3D"mso-bookmark: OLE_LINK12"><SPAN = style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Trebuchet MS",sans-serif; COLOR: #c= 00000; LINE-HEIGHT: 115%; mso-bidi-font-family: Arial'><o:p></o:p></SPAN></= SPAN></P> <P class=3DMsoNormal style=3D"MARGIN: 0in 0in 0pt; LINE-HEIGHT: 150%"><SPAN= style=3D"mso-bookmark: OLE_LINK12"><B style=3D"mso-bidi-font-weight: norma= l"><SPAN style=3D'FONT-SIZE: 10pt; FONT-FAMILY: "Trebuchet MS",sans-serif; 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