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Template de acordo de nível de serviço

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Modelo de um documento de acordo de nível de serviço.

Modelo de um documento de acordo de nível de serviço.


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  • 1. Service Level Agreement (SLA) TemplateAbout this templateThis template provides a format for all Service Level Agreements (SLAs) describing the technical support provided by OITand/or MCIS (Service Providers) to Customers (both individual departments and “owners” of enterprise applications). Thetemplate provides a framework for documenting service delivery and establishes guidelines for areas that should be addressedduring the negotiation of an SLA with a Customer. The objective of the SLA is to present a clear, concise and measurabledescription of the services offered. For additional Service Provider responsibilities, refer to the related document, OIT IncidentManagement System Operations Policy (Remedy/ServiceWare).How to use this template • Save this template under a new name before making any changes. To save the template under a new name 1 On the File menu, click Save As. The Save As window opens. 2 In the Save in box, select the location for the new file. 3 Type a new name in the File name box. 4 Click Save. • Use only the sections of this document relevant to the SLA being addressed. Delete any non-relevant sections. • Delete any blue text during final revision. Blue text indicates instructional information. • Replace pink text with appropriate relevant text. Pink text also indicates a cross-reference you may need to modify or delete. Reformat pink text to black. • Do not revise red text. Reformat red text to black during final revision. • Delete the template watermark. To delete the template watermark 1 On the View menu, click Header and Footer. The Header and Footer toolbar opens. 2 In the document, select the template watermark. 3 Press DELETE. 4 Click Close in the Header and Footer toolbar. • Change the header to reflect the appropriate Service Provider. To change the header 1 On the View menu, click Header and Footer. The Header and Footer toolbar opens. 2 Select and delete the appropriate items from the header. 3 In the Header and Footer toolbar, click Close. • Generate a new table of contents after final edits are made. To generate a new table of contents 1 Right-click in the Contents. A context-sensitive menu appears. 2 Select Update Field. The Update Table of Contents window opens. 3 Select Update entire table. 4 Click OK. The Contents is updated. • Select this instructional page and press DELETE.Rev. 06/03/11 1 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 2. <Department or Enterprise Application> Service Level Agreement (SLA)Contents1Executive summary...........................................................................................................................................22General overview...............................................................................................................................................43Terms and conditions........................................................................................................................................44Supported services and charges......................................................................................................................55Party responsibilities.........................................................................................................................................66Service measures and reporting......................................................................................................................77Customer requests for service enhancement.................................................................................................78Customer incidents ..........................................................................................................................................79Service Provider change management............................................................................................................910Signatures of approval..................................................................................................................................10Appendix A: Sample Customer incidents........................................................................................................11Appendix B: Supported hardware and software.............................................................................................11Appendix C: Escalation worksheet..................................................................................................................12Appendix D: Procedure flowchart....................................................................................................................121 Executive summaryProvide a summary of the Agreement, including the services provided, services not provided, the hours of service coverage, how service delivery will bemeasured and reported to the Customer, any financial obligations for which the Customer is responsible, and the Service Provider point of contact. Forexample: Services provided This Service Level Agreement describes <Service Provider’s> commitment to provide the following services: • A • B • C The Agreement does not cover X, Y and Z services. Hours of coverage Sample verbiage: The procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday through Friday eastern time (except on University holidays). <Customer> may request emergency support for urgent issues during non-covered hours by paging (919) 970-xxxx. Measurement and reporting <Service Provider> will provide <Customer> with the following reports in the intervals indicated (monthly, quarterly, semi- annually, annually): Report name Reporting interval Delivery method List reports here; for example, system uptime, system downtime, number of customer incidents reported, resolved, unresolved, etc. Financial impact <Customer> agrees to compensate the <Service Provider> for services in the amount of <$xx.xx>, to be transferred <monthly, quarterly, annually>. -or-Rev. 06/03/11 2 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 3. There is no financial impact to <Customer> for <Service Provider> to provide the services in this Agreement. Service Provider contact MCIS (Account Manager) OIT Name Name Title Title E-mail address E-mail address Telephone number Telephone numberRev. 06/03/11 3 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 4. 2 General overviewSample verbiage for departmental desktop support: This Service Level Agreement (SLA) between (select one or both) Office ofInformation Technology (OIT) and/or Medical Center Information Systems (MCIS) (hereafter referred to as ServiceProvider) and <department name> (hereafter referred to as Customer) establishes a commitment for desktop and serversupport as detailed in this Agreement. This document clarifies both parties’ responsibilities and procedures to ensure Customerneeds are met in a timely manner.Sample verbiage for enterprise application support: This Service Level Agreement (SLA) between (select one or both) Office ofInformation Technology (OIT) and/or Medical Center Information Systems (MCIS) (hereafter referred to as ServiceProvider) and <application process owner> (hereafter referred to as Customer) establishes a commitment for technicalsupport of <enterprise application name> as detailed in this Agreement. This document clarifies all parties’ responsibilitiesand procedures to ensure Customer needs are met in a timely manner.Sample verbiage for authentication services: This Service Level Agreement (SLA) between (select one or both) Office of InformationTechnology (OIT) and/or Medical Center Information Systems (MCIS) (hereafter referred to as Service Provider) and<application process owner> (hereafter referred to as Customer) establishes a commitment for authentication services asdetailed in this Agreement. This document clarifies both parties’ responsibilities and procedures to ensure Customer needs aremet in a timely manner. Customers For departmental desktop support: List the Customer’s users (for example, “all staff”) or divisions and provide an approximate number of users. Sample verbiage for enterprise application support: This Agreement covers all Duke University and Duke University Health System users of <enterprise application name>. Provide an approximate number of users. Customer environment Insert a description of the Customer’s or enterprise application user’s environment (for example, office, lab, and so forth) as well as the operating system environment (Windows, Macintosh, UNIX) and other relevant information. For example: The Customer’s environment includes typical office arrangements and computer training labs running Windows NT 4.0 with locations at Duke Clinic, 2024 W. Main St., 402/406 Oregon St., and 154 Trent Hall. Contact persons List all relevant contact persons, for example: Service Provider contact Customer contact <Name> <Name> <Title> <Title> <E-mail address> <E-mail address> <Telephone number> <Telephone number>3 Terms and conditions Agreement period This Agreement is valid from the effective date below and remains in effect throughout the life span of the services and/or applications supported. Effective date: Agreement review The Service Provider’s designee will initiate a review of this SLA with the Customer 90 days after the effective date above. A representative of either party may submit a written request for review of the Agreement to the process owner at any time. The Agreement should be reviewed annually. In the absence of the completion of a review, the current Agreement willRev. 06/03/11 4 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 5. remain in effect. The Service Provider will incorporate revisions into the Agreement if both parties mutually agree to the proposed changes. Last review: Next review: Note The Service Provider will be responsible for making any necessary revisions to the internal incident- resolution escalation process (for example, the individuals or groups to be notified and the order in which they are notified). These revisions are exempt from Customer review and approval and are addressed in the corresponding Service Provider’s Operating Level Agreement (OLA). Hours of coverage Sample verbiage: The procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday through Friday eastern time (except on University holidays). Customer may request emergency support for urgent issues during non-covered hours by paging Service Provider’s VIP pager at (919) 970-xxxx. Incident management service goals Sample verbiage: The Service Provider’s subject matter expert or other knowledgeable staff member will respond by telephone to the Customer’s incident (submitted through Remedy or an e-mail message) within: • One hour (during coverage hours) for issues classified as urgent. • Two hours (during coverage hours) for issues classified as high priority. • Four hours (during coverage hours) for issues classified as normal priority. • Eight hours (during coverage hours) for issues classified as low priority. Priority Response time Escalates every Low 8 2 hours Medium 4 1 hour High 2 30 min. Urgent 1 15 min. Response times listed are in business hours. See Customer responsibilities on page 6 for requirements on how Customer shall submit issues. A resolution may not be available at the time the Service Provider contacts the Customer, in which case the Service Provider will attempt to estimate the “time to resolution.” The Customer and appropriate Service Provider staff will mutually determine an issue’s priority classification. See Appendix C: Escalation worksheet for specific escalation response goals. Sample Customer issues may be documented in Appendix A: Sample Customer incidents.4 Supported services and charges Services provided For departmental desktop support, specify all services, for example: • Itemize the PCs, servers and other hardware (for example, printers) covered in this Agreement (a detailed list may be documented in Appendix B: Supported hardware and software). • Itemize the supported PC software and administrative applications. • Specify supported central services. • Specify the desktop services supported (for example, software installation/upgrades, network connectivity, recommendations for new hardware/software purchases). Sample verbiage for enterprise application support:Rev. 06/03/11 5 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 6. The Service Provider agrees to provide Help Desk support to users experiencing technical questions or problems with the SAP R/3 enterprise application. Procurement Services agrees to support users experiencing functional questions or problems. All parties agree to direct user issues to the appropriate Service Provider, and to escalate issues as needed in order to provide the user with a timely response. The Service Provider does not provide: • X • Y • Z Charges Itemize the charges associated with the items in Services provided above, if any.5 Party responsibilities Customer responsibilities Outline the Customer responsibilities, for example: Customer agrees to: • Follow appropriate procedures. • Consult the DUNK (Duke University Networked Knowledgebase) database for non-emergent issues online at http://www.dunk.duke.edu. • For issues unresolved by DUNK, submit issue online at http://www.dunk.duke.edu/duke/escalate.html or send an e-mail message to help@oit.duke.edu. For emergent issues, call the Service Provider Help Desk at (919) 684-2200. • Purchase PC and related hardware and software according to Service Provider’s recommendations available online at (GBC will advise). • Determine appropriate Remedy issue priority (low, medium, high or urgent) in cooperation with Service Provider. • Request and schedule special services (for example, installation of new equipment, after-hours support) well in advance. • Pay all charges associated with services rendered (see Supported services and charges on page 5). • Not install unsupported software on user desktops. • Be aware of and adhere to the Computing and Networking Acceptable Use Policy. See http://www.oit.duke.edu/oit/policy/CompNet.html. • Be willing and available to provide critical information within <x> hours/minutes of receiving a request for information from a Service Provider seeking to resolve a Customer issue. Service Provider responsibilities List the Service Provider’s responsibilities. These can be categorized as Help Desk, Network and/or Application specific, for example: General responsibilities: • Create and add appropriate documentation to the Duke University Networked Knowledgebase (DUNK) to address Customer issues. • Meet response times associated with the priority assigned to Customer issues. • Maintain appropriately trained staff. Help Desk responsibilities: • Log and track all Customer requests for service through Remedy. Database & Application Services responsibilities: • Schedule maintenance (downtime) between 1:00 A.M. and 3:00 A.M. unless circumstances warrant performing maintenance at another time. Data Communications responsibilities: • Schedule maintenance (downtime) between 1:00 A.M. and 3:00 A.M. unless circumstances warrant performing maintenance at another time.Rev. 06/03/11 6 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 7. • Communicate in writing (e-mail) with Customer regarding issues involving change management (see Service Provider change management on page 9).6 Service measures and reporting Provide detail of how and how often SLA will be monitored, measured and reported, and to whom reports will be provided. Specify responsible parties. For example: <Service Provider> will provide Customer with the following reports in the intervals indicated (monthly, quarterly, semi- annually, annually): Report name Reporting interval Delivery method Responsible party List reports here; for example, system uptime, system downtime, number of customer incidents reported, resolved, unresolved, etc.7 Customer requests for service enhancementSample verbiage:Service enhancements (as opposed to incidents; see Customer incidents on page 7) are Customer requests for planned changesin service, for example, setting up a new PC for an incoming employee or installing a new application on every desktop.Customer should request services by sending an e-mail message to the Service Provider Help Desk (provide e-mail address) atleast <x> days in advance.Service Provider will respond to requests for service received with appropriate advance notice (see Customer responsibilities onpage 6) within <x> hours/days. Financial impact Describe the Customer’s financial responsibilities resulting from service enhancements, for example: The Service Provider will assess and negotiate Customer service enhancement requests, taking into consideration the enhancement’s impact on existing budget and staff resources. If delivery of service enhancements can only be provided with funding from the Customer, Service Provider will provide Customer with a cost estimate in writing. Customer will then have the opportunity to determine whether to proceed with enhancement.8 Customer incidentsFully describe procedure for reporting problems, for example:User consults departmental expert user, departmental user administrator, departmental technical support or Duke UniversityNetworked Knowledgebase (DUNK) online at http://www.dunk.duke.edu.If none of the above parties can resolve the issue via DUNK, the departmental expert user, user administrator or technical support staffdetermines whether issue is technical or functional.For technical problems or questions: • Call the OIT Help Desk (684-2200) or MCIS Help Desk (684-2243). - or - Create a problem report ticket online at http://www.dunk.duke.edu. - or - Create a new Remedy ticket (Category: Duke Software, Type: SAP, Item: Technical Questions) and assign to U-OIT- App Serv-SAP Support.For functional problems or questions: • Call Procurement Services Customer Support (681-5900). - or - Create a problem report ticket online at http://www.dunk.duke.edu. - or -Rev. 06/03/11 7 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 8. Create a new Remedy ticket (Category: Duke Software, Type: SAP, Item: Functional Question) and assign to U-PS- Customer Support.Sample issues may be documented in Appendix A: Sample Customer incidents.Rev. 06/03/11 8 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 9. 9 Service Provider change managementDefine the process for managing changes to the Customer’s service, including enhancements or upgrades in products or services. Describe the anticipatedscope of changes, including impact on availability of applications or network resources. Describe the change validation process, that is, how the success orcompletion of the change is verified and closure achieved, and who is responsible. For example:Change management refers to any event that alters the existing state of a Customer’s production IT services, including software,hardware, networks and facilities. Service Providers seek to minimize disruption of IT services by using a standard process tocommunicate and implement changes. Service Provider Customer notification Business impact Example Change Management and confirmation Minor or repetitive changes None. Jack activation, request for considered part of the Lotus Notes account. Standard normal workflow with no affect on Customer’s business Small changes that have a Service Provider will advise Installing patch on NT documented and proven Customer five working days in server. Minor implementation process advance. Unconfirmed with little impact to the notification to Customer is Planned Customer’s business. acceptable. Changes that may affect Service Provider will advise New OS or version upgrade, multiple applications and Customer five working days in local communication room Moderate have a broad business impact. advance. Customer must upgrade in network confirm notification. infrastructure. Changes that may affect Service Provider will advise Replacing old information multiple applications across Customer ten working days in system with new. Major multiple departments, with advance. Customer must a significant impact to confirm notification. Customer business. Changes that must be Service Provider will advise Hung process on a server – performed in order to Customer as soon as possible needs to be corrected before correct a faulty IT service after knowing such a change next tape backup is Critical having some impact on is required. Confirmed scheduled. (After-hours) Customer’s business. notification is preferred. Impact to business does not warrant immediateUnplanned correction. Changes that must be Service Provider will advise Virus attack on network. performed in order to Customer after change correct a faulty IT service implementation. Confirmed Emergency having a major impact on notification is preferred. (Immediate) Customer’s business. Impact to business requires immediate resolution.Rev. 06/03/11 9 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 10. 10 Signatures of approvalProvide space for all parties (including party responsible for SLA review) to sign the Agreement.By signing below, all parties agree to the terms and conditions described in this Agreement.OIT: Name Title Signature DateMCIS: Name Title Signature DateReview Process Owner: Name Title Signature Date<Customer>: Name Title Signature DateRev. 06/03/11 10 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 11. Appendix A: Sample Customer incidentsProvide specific examples of user issues and describe how they will be addressed. Appendix B: Supported hardware and softwareSample verbiage for desktop/server support: Supported hardware The following hardware is supported: • Physical devices used for computing, such as desktop computers, portable computers and Personal Digital Assistants (PDAs). • Physical devices used as peripherals to computing devices, including but not limited to printers, scanners, and PDA cradles. • Network equipment and wiring that is provided by or through Service Provider, such as network cables and temporary hubs/switches. • Tape Backup Units • Servers (list, if any). For example: • Server X (OS only) • Server Y • Server Z (enterprise apps only) • Administrative Novell file and print server (Vraibleu) Hardware services The following hardware services are provided: • Recommendations. Service Provider is responsible for specifying and recommending for purchase or lease hardware meeting customers needs. • Installation. Service Provider will install, configure and customize desktop system hardware and operating systems. • Upgrades. Service Provider can typically upgrade memory RAM and disk drives and install peripheral cards. Our priority is to respond first to all issues that affect our customers ability to perform their jobs. Therefore, our ability to perform upgrades is dependent on our workload and the criticality of the need. • Moves. Service Provider will move customers hardware as requested. However, when large moves are to occur and are assisted by a commercial mover, the customer unit will arrange for the commercial mover to move the hardware from location to location. Service Provider will assist in such cases by de-installing, packing as necessary and reinstalling Customer hardware. • Diagnosis. Service Provider will diagnose problems with Customer hardware. • Repair. Service Provider analysts are not hardware technicians and receive no training in hardware maintenance, nor do we have the test equipment and tools necessary to do such work. Performing repairs under warranty: Any work to be performed under warranty may be referred to the warranty service provider at the discretion of the Service Provider analyst(s). Service Provider analysts will not undertake work that will void warranties on customer hardware unless specifically requested and authorized by customers management in writing. Obtaining repair services: The Service Provider analyst will recommend a service vendor whenever he/she feels the repair work requires specialized skills or tools. Service Provider will assist the customer in packaging the hardware for shipping, if necessary, for repair. Duke Computer Repair will pick up and deliver customer hardware to be repaired by Duke Computer Repair. At its discretion, and as time permits, Service Provider will assist the customer by delivering and picking up customer hardware being repaired off-site by Duke Computer Repair. Loaner equipment: Service Provider will provide the customer with loaner equipment at no cost when such designated equipment is available.Rev. 06/03/11 11 templatedeacordodenveldeservio-110603003548-phpapp01.doc
  • 12. • Backup. Service Provider agrees to fully back up all of Customer’s Service Provider-supported NetWare and Windows NT/2000 servers nightly every business day, as well as on a weekly and monthly basis. Nightly backups are retained for one week; weekly backups are retained for one month; monthly backups are retained for six months. Additional point-in-time backups are available upon request and retained as specified. Customer is responsible for the cost of all backup media. Customer’s staff may request data from a backup at any time by calling the Help Desk at (919) 684-2200. Service Provider strongly recommends that Customer save all work-related files (no programs or games) on the S: or U: drives (shared and user drives) and Lotus Notes™ archive files on the Q: drive to aid in disaster recovery. Service Provider-managed central servers are backed up for “disaster recovery backup” purposes every night and week. Hardware costs After prior approval, the Customer bears all costs for new and replacement hardware, parts and materials. After prior approval, the Customer bears all costs for labor other than Service Provider staff. Unsupported hardware The following are representative, but not comprehensive, examples of hardware that is not supported: • Copiers* • Facsimile devices* • Telephony equipment, except that directly connected to Service Provider-supported computing devices and part of a sponsored VOIP project • Network equipment and wiring that is supported by other units *Such devices may be supported to the extent that they have network connectivity. Service Provider does not support all such above hardware in a customer unit. The Service Level Agreement between Service Provider and a customer unit defines specifically the hardware and software that is supported. Supported software The following software is supported: • Central systems such as DukeNet • Personal computer software (list) • Central services, such as e-mail, calendar, web server (name specific services) • Mainframe • Academic software systems (for example, PeopleSoft®, CourseInfo™) • Other supported administrative applications (give examples) • Network connectivity (for example, for Hyperion® Pillar, Lotus Notes, or general maintenance) Software services Service Provider agrees to cover software support services, including software installations and upgrades. Software costs Customer bears all costs for new and replacement software. Unsupported software Service Provider does not support enterprise application SAP R/3 Materials Management (MM) module issues. A Procurement Services SAP R/3 SLA with OIT, whose procedures take precedence over those described in this Agreement, covers these issues. Appendix C: Escalation worksheetUse this Appendix if the Customer is part of the Remedy escalation process. Attach separate escalation worksheet (use Appendix-SLA esctemplate.xls). Appendix D: Procedure flowchartThis Appendix is a visual representation of Appendix C. Attach separate procedure flowchart (use Appendix-SLA flowchart template.vsd).© 2002 Duke UniversityRev. 06/03/11 12 templatedeacordodenveldeservio-110603003548-phpapp01.doc