Template:
Internal Service Level Agreement
This template provides a general
description of the intent of the service level agreement(SLA) as well as
the owners, approval and review process, and a definition of the terms used
in the document. Customize this template by filling in all italicized
text.
Table
of Contents:
1.0
Statement of Intent
This service level agreement (SLA) documents the characteristics of an
IS service that is required by a business function as they are mutually
understood and agreed to by representatives of the owner groups. The purpose
of the SLA is to ensure that the proper elements and commitment are in
place to provide optimal data processing services for the business function.
The owner groups use this SLA to facilitate their planning process. This
agreement is not meant to override current procedures, but to complement
them. Service levels specified within this agreement are communicated
on a monthly basis to the owner group representatives.
1.1
Approvals
Table A.1 shows which business groups and IS groups share ownership of
the service, and their representatives have reviewed and approved this
SLA.
| Ownership Type |
Organizational Group |
Representative |
| Business Function |
Name of business
unit supported by
this service |
Business unit representative |
| IS Service |
Name of service |
Service manager |
| Computing Services |
Support team for service |
Team leader |
Table A.1 Organization
Representation
1.2
Review Dates
Last Review: date of last SLA review
Next Review: scheduled date for next SLA review
1.3
Time and Percent Conventions
This SLA uses the following conventions to refer to times and percents:
- Times expressed in the
format "hours:minutes" reflect a 24-hour clock in the central standard
time zone.
- Times expressed as a
number of "business hours" include from the hours from 8:30 to 17:30.
- Times expressed as a
number of "business days" include business hours, Monday through Friday,
excluding designated holidays.
The symbol "---" indicates that no time
applies in a category (for example, no outages are scheduled for a day).
2.
About the Service
This section provides a description of the service and the user community,
including their physical location.
2.1
Description
The service management group provides the following service:
- Ensures that the specify
name application is available for users to log on and to specify
business purpose of the service.
- Responds to and resolves
user questions about, problems with, and requests for enhancements to
the application.
Description of the application
and supplier.
2.2
User Environment
The business function is conducted in the following data processing environment
as shown in Table A.2.
| Number of Users |
Approximate number of service
users |
| Geographic Location |
Specify physical locations
of users |
| Computer Platform |
Actual systems and desktops
used to support the service; include any prerequisites in terms of
operating system, database, and so on. |
Table A.2 Service User
Community Characteristics
3.0
About Service Availability
This section provides information about the normal schedule of times when
the service is available. It also describes the process for enhancing
or changing the service.
3.1
Normal Service Availability Schedule
Table A.3 shows the times the service is available for customer use.
| Times |
Sunday |
Monday |
Tuesday |
Wednesday |
Thursday |
Friday |
Saturday |
| Start |
0:00 |
0:00 |
0:00 |
0:00 |
0:00 |
0:00 |
0:00** |
| Stop |
24:00 |
24:00 |
24:00 |
24:00 |
24:00 |
24:00 |
24:00 |
Table A.3 Service Availability
**Adjusted when necessary for scheduled outages and nonemergency enhancements.
3.2
Scheduled Events That Impact Service Availability
Regularly scheduled events can cause a service outage or have an impact
on performance (such as slow response time). Table A.4 shows when these
are scheduled to occur.
| Times |
Sunday |
Monday |
Tuesday |
Wednesday |
Thursday |
Friday |
Saturday |
| Start |
3:00 |
--- |
--- |
--- |
--- |
--- |
--- |
| Stop |
4:00 |
--- |
--- |
--- |
--- |
--- |
--- |
Table A.4 Scheduled
Outages for the Weekly Server Reboot
3.3
Nonemergency Enhancements
All changes that take more than four hours to implement or that impact
user workflow are reviewed by the service name Advisory Board for approval
and prioritization.
Enhancements and changes
that do not require a service outage and that do not impact user workflow
are implemented upon completion.
Enhancements and changes
that require a service outage are scheduled on Saturday mornings. Users
are notified at least two business days in advance when a nonemergency
service outage is required to implement an enhancement or change.
To request an enhancement,
submit a problem by specify problem submittal process.
3.4
Change Process
Changes to any hardware or software affecting the application should be
requested by specify change request process.
3.5
Requests for New Users
To add a new user to an existing team requires notifying the specify
appropriate representative, or submitting a completed User Request
form, and specifying the team name and the user job role (or a pattern
user). Requests are usually satisfied within two business days.
To set up a new team requires
notifying the specify appropriate representative. These requests
are treated as enhancement requests and are prioritized by the service
name Advisory Board.
4.0
About Service Measures
The specify service management team monitors and reports the service
quality. Table A.5 shows the service measures that are reported along
with the performance targets.
| Measurement |
Definition |
Performance Target |
| Service Availability Percent |
The percent of time that the application
is available minus the impact time from any events (scheduled or
unexpected) other
than loss of network
or system availability |
Insert target percentage |
| User Response Time |
The time taken for the application
to complete a user request and
return a response |
Insert targets[md]
normally specified as
service to complete X% of transactions of type Y to be completed within
Z seconds |
| Problem Response |
The time required for a user to
receive a response after reporting a problem to the Help Desk |
1-High Priority[md]
insert target time
2-Medium Priority[md]
insert target time
3-Low Priority[md]
insert target time |
| Problem Circumvention or Resolution
Time |
The time required for a user to
receive a circumvention or a solution after reporting a problem to
the Help Desk |
1-High Priority[md]
insert target time
2-Medium Priority[md]
insert target time
3-Low Priority[md]
insert target time |
Table A.5
Service Quality Measurement
The
Help Desk prioritizes requests for support according to the following
priority-level guidelines:
1-High
Priority
2-Medium
Priority
3-Low
Priority
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