Service Level (SLA)
Service Level Agreement (SLA) is a document that contains an agreed to level of service quality.
SLA Structure
Identification of the provided service, the parties involved, and the terms of the agreement
- Days and hours when the service will be offered, including testing, maintenance and upgrade
- Number and location of users and/or equipment using the service
- Description of the issues reporting procedure including conditions of escalation to the next level
- Description of the change requests procedure
- Specifications of service quality objectives including:
- Maximum term for incidents elimination (removal of faults that interfere with work)
- Maximum term for service issues solving
- Cost of services, description of charges associated with the service
- Customer’s responsibility while using the service (training, support of the respective equipment and software configurations)
- Procedure for resolution of disagreements relating to service provision
- Process of SLA improvement
SLA. Responsibility
- SLA includes a list of the responsible employees from the customer’s party together with their rights (request formation, work acceptance, additional services ordering, etc.)
- SLA includes description of confidentiality levels
- SLA includes the list of provided reports
SLA. Regulations
- The list of hardware facilities accepted for maintenance in accordance with the audit performed
- The list of services accepted for maintenance in accordance with the IT audit performed
- Description of service availability (downtime per year or per month, the period of availability — 24x7 or 8x5 on weekdays, the total number of outages, planned outages)
- The list of options and rules for adding new applications, users and services
- The frequency of routine maintenance (backup, reservation and recovery)
- Upgrade and update procedures
SLA. Other conditions
- User data restrictions (for example, absence of viruses)
- Procedure for introduction of changes in SLA
- Conditions for SLA termination (transfer of all the data to the customer, assistance in migration, destruction of backups and archives, confidentiality period)
Services per SLA:
- IT Audit — SLA development, if the contract of IT outsourcing is planned to be concluded
- IT Outsourcing — in accordance with the SLA.
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