Department or Program Name

[IT SERVICE LEVEL AGREEMENT]

Best Practice

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

TABLE OF CONTENTS
What is the p rpose o! an IT Ser"i#e Le"e$ Agreement%&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&'
Who prepares the SLA?..................................................................................................... 2 How do I write an SLA?..................................................................................................... 2

Ser"i#e Le"e$ Agreement Contents&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&'

General Overview.............................................................................................................. 3 Description of Services...................................................................................................... 3 Service Perfor ance ........................................................................................................ 3 Service !osts..................................................................................................................... " Service Provider and !#sto er $esponsi%ilities..............................................................." Pro%le &ana'e ent and Disaster $ecover( Process....................................................."

Periodic $eview Process................................................................................................... ) *er ination of A'ree ent Process....................................................................................+ Si'nat#res.......................................................................................................................... +

Samp$e ( Ser"i#es IT Ser"i#e Le"e$ Agreements&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&)

,niversit( Services Infrastr#ct#re S#pport.........................................................................-

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

W*AT IS T*E P(RPOSE OF AN IT SERVICE LEVEL AGREEMENT%

A Service Level A'ree ent .SLA/ defines the relationship %etween an I* service provider and the %#siness c#sto er and0or e1ternal c#sto er. An SLA clarifies the responsi%ilities %etween the I* service provider and the c#sto er and it provides a fra ewor2 and a co on #nderstandin' for %oth parties. An SLA is ost effective when the I* service provider and the %#siness c#sto er colla%orate on what sho#ld %e incl#ded. An( SLA needs to %e a'reed #pon %( %oth parties. *his %eco es a '#ideline for ana'in' the relationship %etween the c#sto er and the I* Service Provider. 3eca#se an I* SLA can %e #sed to descri%e a variet( of I* services4 the partic#lar ele ents that are incl#ded in an SLA will depend on the circ# stances. A 'ood SLA addresses5 What service.s/ are %ein' ade availa%le to what c#sto ers? What level of service or 6#alit( of service sho#ld the c#sto er e1pect? What are the costs to provide this level of service? How will the service %e delivered? How will the service provider onitor or trac2 and report on perfor ance? When will the SLA %e reviewed?

*his doc# ent descri%es what #st %e incl#ded in an I* Service Level A'ree ent in ,niversit( Services and incl#des sa ple SLA a'ree ents.

Who prepares the SLA%

*he I* service provider develops the SLA in colla%oration with the %#siness c#sto er.

*o+ ,o I +rite an SLA%

An SLA is not a technical doc# ent and sho#ld %e written in %#siness ter s. 7ver(one needs to %e a%le to #nderstand it. ,se clear and concise wordin' and avoid a %i'#it(. Avoid le'al and technical 8ar'on. Avoid #nnecessar( technical ter inolo'(. Provide a 'lossar( of ter s if necessar(. Have so eone independent fro the process review the SLA.

SERVICE LEVEL AGREEMENT CONTENTS

What is incl#ded in a Service Level A'ree ent will chan'e dependin' on the circ# stances and the %#siness. The most important thing to note when creating an SLA is to keep it simple, measurable and realistic. It is i portant to #nderstand that SLAs cannot cover ever( possi%le sit#ation that a( arise. Listed %elow are 2e( sections that sho#ld %e incl#ded in an( a'ree ent. General Overview Description of Services Service Perfor ance Level Service Provider and !#sto er $esponsi%ilities Pro%le &ana'e ent and Disaster $ecover( Process Periodic $eview Process *er ination of A'ree ent Process Si'nat#res

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

Genera$ O"er"ie+
*his is a Service Level A'ree ent .SLA/ %etween IT Provider Department Name and Business Customer Name. *he p#rpose of this Service Level A'ree ent .SLA/ is to identif( the %asic services9 and an( a'reed #pon optional services9 to %e provided %( IT Provider Department Name re'ardin' system or application name for Business Customer Name. *his SLA covers the period fro Date to Date and will %e reviewed and revised at the end of this period.

Incl#de a %rief description of what the service or application does.

Des#ription o! Ser"i#es
Descri%e the service that the provider is pro isin' to the c#sto er. What s(ste s are s#pported? What services are incl#ded? What services are :O* incl#ded? How will service %e delivered? What are the ho#rs of operation .re'#lar %#siness ho#rs and after ho#rs s#pport/? When will re'#larl( sched#led aintenance %e perfor ed?

Ser"i#e Per!orman#e
*his section descri%es how the service provider will onitor or trac2 and report on perfor ance. *he service provider #st perfor accordin' to predefined and eas#ra%le etrics. !hoose etrics that are easil( collected. 3alance the i portance of a desired etric a'ainst its ease of collection. Avoid incl#din' an e1cessive n# %er of etrics in the SLA that can;t %e anal(<ed in a ti el( anner. An( etrics incl#ded in a SLA sho#ld %e capa%le of %ein' eas#red on a re'#lar %asis and the SLA sho#ld indicate who will provide this infor ation. So e of the ost co onl( #sed etrics incl#de5

Per!orman#e Metri#
Response Time

Des#ription
*his etric defines the a1i # s(ste response ti e. =or e1a ple9 >)? of #sers will e1perience a response ti e of two seconds or less d#rin' re'#lar wor2in' ho#rs of -53@ to )5@@. *his etric defines the rate that data is delivered to the c#sto er. =or e1a ple9 a file transfer0download of at least x % .file si<e/ will %e transferred in x in#tes. *his etric defines the a1i # #sa'e d#rin' which the s(ste will perfor within '#aranteed response ti es and thro#'hp#t. =or e1a ple9 this etric co#ld specif( the a1i # n# %er of si #ltaneo#s #sers. *his etric incl#des the t(pical help des2 pro%le reportin' and pro%le resol#tion '#arantees %ased on severit( level. Severit( level and response and resol#tion ti es are assi'ned accordin' to their i pact on c#sto ers. *he accepta%le response ti e and resol#tion ti e are ne'otiated %etween the I* Service Provider and the !#sto er.

Thro ghp t

(ti$i-ation

C stomer S pport

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

Per!orman#e Metri#

Des#ription
Severit( Level A 2 3 " $esponse *i e A@ 3@ in#tes in#tes $esol#tion *i e 3@ in#tes

" ho#rs 2" ho#rs A wee2

2 ho#rs A da(

A"ai$a.i$it/

*his etric incl#des s(ste availa%ilit( '#arantees over a period of ti e. =or e1a ple9 the application will %e availa%le >B? of the ti e9 - da(s a wee29 A> ho#rs per da(.

Ser"i#e Costs
What are the costs to the %#siness c#sto er for the service?

Ser"i#e Pro"i,er an, C stomer Responsi.i$ities

3oth the Service Provider and the !#sto er have responsi%ilities in s#pport of the service deliver( process. It is i portant to distin'#ish %etween these relationships. Descri%e the ser"i#e pro"i,er d#ties and responsi%ilities. 71a ples are5 &eetin' response ti es associated with service related incidents. Generatin' service level reports for c#sto er. *rainin' re6#ired staff on appropriate service s#pport tools. :otif(in' c#sto ers a%o#t all sched#led aintenance. Developin' and aintainin' s(ste related doc# entation .this co#ld also %e a c#sto er responsi%ilit(/. &ana'in' #ser acco#nts.

Descri%e the # stomer0s d#ties and responsi%ilities. 71a ples are5 Adherin' to an( related policies9 processes and proced#res. $eportin' pro%le s #sin' the pro%le reportin' proced#res descri%ed in the SLA. Sched#lin' in advance all service related re6#ests and other special services with the Service Provider. Developin' and aintainin' s(ste related doc# entation .this co#ld also %e a service provider responsi%ilit(/. &a2in' c#sto er representative.s/ availa%le when resolvin' a service related incident or re6#est. !o #nicatin' when s(ste testin' and0or aintenance a( ca#se pro%le s that co#ld interfere with standard %#siness f#nctions.

Pro.$em Management an, Disaster Re#o"er/ Pro#ess

What is the process that will %e followed to resolve #nplanned incidents? How will #nplanned incidents %e prevented or red#ced? How will incidents %e doc# ented or lo''ed? What actions will %e ta2en in the event of a serio#s disr#ption?

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

What is the pro%le escalation process? Who are the 2e( service provider and c#sto er contacts .na e9 phone n# %er9 e ail address/? What s(ste s0applications will %e recovered first .if ore than one application is s#pported %( this a'ree ent/.

Samp$e S pport Conta#t List

S pport *e$p Line Name Ro$e Phone Emai$

S pport Conta#ts

Es#a$ation Conta#ts

Samp$e App$i#ation Re#o"er/ Priorit/ List

In the event of a disaster9 the followin' recover( priorit( will %e e1ec#ted. =or e1a ple9 the application with the hi'hest priorit( will %e %ro#'ht %ac2 #p first. App$i#ation Re#o"er/ Priorit/ Re#o"er/ Priorit/ App$i#ation 1E2amp$es3 *o rs o! Operation A,,itiona$ In!ormation

Perio,i# Re"ie+ Pro#ess

When an SLA is first initiated and the service is 8#st %e'innin'9 the SLA sho#ld %e reviewed on a onthl( %asis. *hese reviews can then %e done 6#arterl(9 se iCann#all( or ann#all( after this initial start#p period is over. An SLA sho#ld %e viewed as a d(na ic doc# ent and sho#ld %e periodicall( reviewed and chan'ed when the followin' events occ#r5 *he environ ent has chan'ed *he clientDs e1pectations and0or needs have chan'ed Wor2loads have chan'ed 3etter etrics9 eas#re ent tools and processes have evolved. An SLA sho#ld %e reviewed at a ini # once per fiscal (ear. List who is the Edoc# ent ownerF and who will facilitate re'#lar reviews of this doc# ent. !ontents of this doc# ent a( %e a ended as re6#ired9 provided #t#al a'ree ent is o%tained and co #nicated to all affected parties. *he

BEST PRACTICE Edoc# ent ownerF will incorporate all s#%se6#ent revisions and o%tain re6#ired. Doc# ent Owner5 Document Owner Name $eview Period5 Review Period .e.'. Ann#all( or G#arterl(/ Previo#s $eview Date5 Last or Previous Review Date :e1t $eview Date5 Next Review Date

IT SERVICE LEVEL AGREEMENT #t#al a'ree ents 0 approvals as

Termination o! Agreement Pro#ess

How will the a'ree ent %e ter inated at the end of the initial ter of the SLA? How will the SLA %e ter inated if either part( wants to ter inate either for ca#se or for convenience?

Signat res
*he final SLA sho#ld contain si'nat#res of appropriate representatives fro the I* Service Provider and the !#sto er. *he I* Service Provider representatives wo#ld t(picall( %e a &ana'er and a Director or the , Services !IO.

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

SAMPLE ( SERVICES IT SERVICE LEVEL AGREEMENTS

Incl#ded in this section are sa ple Service Level A'ree ents for I* services.

(ni"ersit/ Ser"i#es In!rastr #t re S pport 4&5 6 Ser"i#e Le"e$ Agreement O"er"ie+

*his is a Service Level A'ree ent .SLA/ %etween (ni"ersit/ Ser"i#es In!ormation Te#hno$og/ 1(SIT3 and Fa#i$ities Management 1FM3 T+in Cities Camp s. ,SI* incl#des5 ,niversit( Services Infrastr#ct#re S#pport .,SIS/9 ,niversit( Services Pro'ra &ana'e ent Office .P&O/ and Strate'( and Plannin'. *he p#rpose of this Service Level A'ree ent .SLA/ is to identif( the %asic services9 and an( a'reed #pon optional services9 to %e provided %( ,SI* re'ardin' infrastr#ct#re s#pport9 pro8ect deliver( and pro8ect s#pport for =&. *his SLA covers the period fro 7 $/ 48 '559 to 7 ne :58 '545 and will %e reviewed and revised at the end of this period4 it will re ain in effect #ntil a new a'ree ent is si'ned. '&5 6 Des#ription o! Ser"i#es ,SI* will provide the followin' hardware and software infrastr#ct#re s#pport9 pro8ect strate'( and plannin' services5 Ser"i#es What S#pport0applications are incl#ded in this SLA? Des#ription ( Ser"i#es In!rastr #t re S pport Base$ine Ser"i#es 1Operations3 Data Centers; S#pport and aintenance of =&9 !PP&9 ,HS9 DPS9 ,SHP9 and A#1 Services Data !enters .see pa'e in this doc# ent for details/. o Server9 networ29 and I* facilities hardware and software s#pport9 to incl#de develop ent9 test9 trainin'9 prod#ction and disaster recover( environ ents as appropriate o Data %ac2#p9 recover(9 and archivin' o S all enhance ents or #p'rades to Data !enter e6#ip ent9 with costs #nder I2)J per initiative o All Hardware and software for the Infrastr#ct#re !onsolidation initiative o Data !enter Hardware and s#pplies o Data !enter firewall Sec#rit( allowin' controlled access to =& applications. ana'e ent9 and I*

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

Ser"i#es

Des#ription Des<top Wor<stations; S#pport and aintenance of =&9 !PP&9 ,HS9 D!S9 DPS9 and ,SHP Des2top Wor2stations. o &aintain we% site that lists standard des2top and laptop hardware9 order and receive des2top and laptop hardware and software on %ehalf of =& .does not incl#de f#ndin'/4 confi'#ration9 installation9 and periodic #p'rades of des2top e6#ip ent and software o Help Des2 s#pport and tro#%leshootin' for des2top applications o I* Sec#rit( services9 incl#din' vir#s and password protection B siness App$i#ations; S#pport and aintenance of =& as well as DPS9 ,HS9 !PP&9 ,SHP and A#1iliar( Services 3#siness Applications. o *ro#%leshootin'9 %#'Cfi1in'9 and s allCscale develop ent for s#pported applications o Installation of approved patches9 serviceCpac2s9 and new releases of s#pported applications o S allCscale develop ent or ac6#isition wor2C efforts with costs #nder I2)J9 #p to a c# #lative a1i # internal la%or cost of I)@J. o &aintenance and trac2in' of ,SIS s#pported license renewals o Provide contract and vendor ana'e ent services for hardware9 software9 applications9 and service vendors #tili<ed %( =& .e.'.5 OI*9 7fficient !o p#tin'9 =a is software9 3#siness O%8ects9 etcK/

What P&O services are incl#ded in this SLA?

( Ser"i#es IT PMO Base$ine Ser"i#es 1Operations3 Pro8ect ana'e ent9 staffin'9 or s#pport for depart ental pro8ects9 as defined %( =& director responsi%le for I*9 #p to a1i # Epro8ectCcost allowanceF identified in section 3.@. S#pport and Applications aintenance of P&O Servers and

o Ad inistration of , Services &S 7nterprise Pro8ect &ana'e ent 2@@3 .7P&/ o *rainin' and s#pport on ti e trac2in' #sin' &S 7nterprise Pro8ect &ana'e ent 2@@3. S#pport and aintenance of P&O Standards and

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

Ser"i#es

Des#ription Applications o &onitorin'9 reportin'9 and enforce ent across ,niversit( Services of approved Pro8ect &ana'e ent Standards o Interpretation and e1planation of P&O standards as the( relate to specific ,niversit( Services pro8ects o Provide contract ana'e ent s#pport for depart ental pro8ects5 Identification of sta2eholders and initiation of SLAs and contracts as a res#lt of pro8ect deliver( Pro8ect tea a#' entation contracts for professional services

o Helpdes2 s#pport for Pro8ect &ana'ers and 3#siness *ea &e %ers in #sin' , SvcsD 7P& S#ite. o Ac6#isition9 confi'#ration9 and tro#%leshootin' of des2top Pro8ect &ana'e ent software o Doc# entation and trainin' in s#pport of , Services P& Standards and 7P& S#ite. o Periodic research into effectiveness of , SvcsD P&O standards9 and identification of needs for ad8#st ents or creation of new standards P&O !ons#ltin' Services .#p to B@ ho#rs0(ear %#t s#%8ect to prioriti<ation of reso#rces/ o ShortCter 9 LasCneededL reso#rcin' of pro8ect deliver( services .Pro8ect &ana'ers9 3#siness Anal(sts9 G#alit( Ass#rance and *echnical Writer0*rainers/. o ShortCter 9 LasCneededL entorin' of Pro8ect &ana'ers9 Pro8ect Sponsors9 and *ea &e %ers. What services are :O* incl#ded in this SLA? ( Ser"i#es In!rastr #t re S pport S pp$ementar/ Ser"i#es 1Pro=e#ts3; Installation and deplo( ent of new depart ental applications or technolo'ies in a test and develop ent environ ent9 #nless a'reed within a separatel( ne'otiated pro8ect plan. .All new departC ental technolo'( oves into prod#ction environC ents9 however9 will %e perfor ed %( ,SIS staff./ =#ndin' for des2top and laptop hardware9 software9 printers9 ca%lin' or an( related ite s needed for staff wor2 spaces.

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

Ser"i#es

Des#ription Develop ent of new applications9 application enhance ents9 or application #p'rades9 with costs e1ceedin' I2)J. *hese wo#ld %e considered new pro8ects. Direct s#pervision of depart entalCpro8ect cons#ltants Pro8ect %ased initiatives re6#irin' additional hardware9 software9 aintenance and s#pport will %e ne'otiated separatel(. ( Ser"i#es IT PMO S pp$ementar/ Ser"i#es 1Pro=e#ts3; .:ote5 *he ,CServices Leadership *ea deter ined in =all 2@@> that9 'oin' forward9 f#ndin' for the followin' P&O s#pple entar( services will 'enerall( co e fro the ,CServices Infor ation *echnolo'( $eserve./ Pro'ra &ana'e ent of crossC,niversit(CServices I* initiatives 3#siness Anal(sis9 S(ste s Anal(sis9 and G#alit( Ass#rance of crossC,niversit( Services I* initiatives Develop ent and deplo( ent of new Pro8ect &ana'e ent standards across ,niversit( Services Develop ent and deplo( ent of new P& *rainin' and0or Doc# entation pro'ra s !rossCdepart ental Menterprise; pro8ects and other pro8ect %ased initiatives re6#irin' additional la%or9 cons#ltin'9 hardware9 software9 aintenance and s#pport :O* identified in the SLA .section 3.@/ will %e ne'otiated separatel(.

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

:&5 6 Ser"i#e Per!orman#e

Ser"i#es What are the ho#rs of operation .re'#lar %#siness ho#rs and after ho#rs s#pport/? NOTE !ey applications "as listed in #ection $.%& are monitored %'() *y #ystem En+ineerin+ on,call support sta--. .-ter /ours on,call response is % /ours. Des#ription S(ste S#pport Line5 )CAB3@

S#pport 7 ail5 #sitssN# n.ed# S pport Line B siness *o rs; +53@ A& to )5@@ P& &onda( to =rida( 71cept for nor al ,niversit( of &innesota reco'ni<ed holida(s. A!ter *o rs S pport; Leave a voice ail or e ail after re'#lar %#siness ho#rs. All calls will %e ret#rned the followin' %#siness da( %( B5@@ a. .

When will re'#larl( sched#led perfor ed?

aintenance %e

$e'#larl( sched#led aintenance is perfor ed on the second or third Sat#rda( of the onth. 7 ail re inder notifications are sent to all #sers.

:&4 In#i,ent an, Pro.$em Management All incidents sho#ld %e reported to S(ste s S#pport at )CAB3@ or #sitssN# n.ed# to ins#re proper recordin' and trac2in'. All incidents that e1ceed the response ti e will %e escalated to the escalation contacts listed in section -.@. ,SIS co its to the followin' service perfor ance tar'ets5 Se"erit/ Le"e$ Des#ription Response time to .egin +or<ing iss e Within 3@ in#tes fro ti e reported Reso$ tion> Mitigation Stat s (p,ates Target Metri#> Meas rement

Se"erit/ 4 In#i,ents

*he entire depart ent;s a%ilit( to perfor ission critical %#siness f#nctions is in 8eopard( or #navaila%le .71a ple5 !o pass is down or #nreacha%le/

" ho#rs Escalate usin+ escalation contact list in section 0.1

7ver( 2 ho#rs

A@@? $eported onthl( in availa%ilit( reports.

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

Se"erit/ Le"e$

Des#ription

Response time to .egin +or<ing iss e Within one ho#r fro ti e reported

Reso$ tion> Mitigation

Stat s (p,ates

Target Metri#> Meas rement

Se"erit/ ' In#i,ents

Se"erit/ : In#i,ents

A depart ent or individ#al;s a%ilit( to perfor a ission critical f#nction is in 8eopard( or #navaila%le %#t a wor2aro#nd is or can %e esta%lished within a reasona%le ti e. .71a ple5 Onl( people in =ood Ops %#ildin' are #na%le to reach !o pass A depart ent or individ#al;s a%ilit( to perfor a 8o% f#nction a( %e i pacted or inconvenienced9 %#t can contin#e %#siness as nor al operations. .71a ple5 A #sers wor2station is #na%le to access !o pass

2" ho#rs Escalate usin+ escalation contact list in section 0.1

7ver( B ho#rs

A@@? *rac2ed0 eas#red in Service !enter.

Within B ho#rs fro ti e reported

"B ho#rs

7ver( 2" ho#rs

A@@? *rac2ed0 eas#red in Service !enter.

BEST PRACTICE :&' Genera$ Ser"i#e Re? ests @ ( Ser"i#es S/stems S pport Ser"i#e Re? est T/pe Ad inistration5 :ew password or password reset :W Acco#nt We% Ad inistration General GOA "B ho#rs Re? est Comp$etion 2" ho#rs

IT SERVICE LEVEL AGREEMENT

Metri#>Meas rement >)? *rac2ed0&eas#red in Service !enter

!onfi'#ration5 !han'e to e1istin' application0s(ste Active Director( .AD/ Services =ile $estore ove9 add or chan'e .&A!/

>)?

Hardware

Within A@ %#siness da(s Within " %#siness da(s if the software has %een approved and tested in the prod#ction environ ent

>)? >)?

Des2top software add or #p'rade

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

:&: Ca$$ Center @ ( Ser"i#es S/stems S pport C stomer S pport Avera'e Speed of Answer .ASA/ *ar'et Service Level Avera'e *al2 *i e :&A Ser"er A"ai$a.i$it/ B Ba#< ps Ser"er A"ai$a.i$it/ Less than -.2 ho#rs of down ti e per onth. *i e calc#lated at 2" ho#rs per da(9 - da(s a wee29 and 3+) da(s a (ear. Ser"i#e Le"e$ >>? per onth Ser"i#e Commitment A) seconds >@? of calls answered in A) seconds P3.) in#tes0call

Ser"er Ba#< ps All local drives O S(ste State Oracle Data%ase 3ac2#p R *rans Lo's and 3ac2#p files for Oracle Shadow !opies O$A!L7 &aintenance 3ac2#ps R !opies of each data%ase

Fre? en#/ Dail( Dail(

T/pe o! Ba#< p Incre ental =#ll

Retention Perio, One Qear $eplaced Dail(

Lo#ation Scott Hall Locall( on the server

Dail( Dail(

=#ll

$eplaced Dail(

Locall( on the Server

:&C Pro=e#t De$i"er/ Ser"i#es P&O and depart entall( ana'ed pro'ra 0pro8ect deliver( will %e perfor ed within the appropriate pro8ect classification SDL! .=ast *rac29 &edi# or Lar'e/ '#idelines4 deliver( pro'ress9 reso#rce i pacts9 variances to cost and sched#le9 and co pliance to approved standards will %e reported onthl(. !ate'ories incl#de5 7nterprise pro'ra s0pro8ects ana'ed %( the P&O9 where the e1ec#tive sponsor is part of OHP Depart ental pro8ects ana'ed %( the P&O and the e1ec#tive sponsor is a =& depart ental ana'er and specificall( %#d'eted within the !ost of Services f#nds .Section 3.@/ Depart ental pro8ects ana'ed %( =& %#t s#pported %( P&O reso#rces and specificall( %#d'eted within the !ost of Services f#nds .Section 3.@/ Pro8ect deliver( cons#ltin' will %e ana'ed %( individ#al state ent of wor2 for all activit( re6#irin' ore than "@ ho#rs and 'overned %( perfor ance eas#res a'reed #pon on a case %( case %asis.

A&5 @ Cost o! Ser"i#es

Scope of services shall %e perfor ed for the notCtoCe1ceed a o#nt of I"@9@@@.@@ for =QA@5

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

I@@.@@ in P&O Operational Services I@@.@@ EPro8ect !ost AllowanceF for pro8ect develop ent9 s#pport9 and0or cons#ltin' .e.'. =& 3#siness Intelli'ence pro8ect4 !o pass Bi$2 ,p'rade pro8ect4 etc./S I@ for Des2top Hardware and Software. ,SIS will proc#re9 =& will provide f#ndin'

=#t#re services a( %e ne'otiated after all parties have had the opport#nit( to eval#ate the cost0%enefits of the arran'e ent. *ransfer of f#nds to %e provided to ,SIS at the %e'innin' of =QA@. 2 In 34156 total 7pro8ect,cost allowance9 was :xx

C&5 @ Ser"i#e Pro"i,er an, C stomer Responsi.i$ities

C&4 (SIS , ties an, responsi.i$ities &eetin' response and resol#tion ti es associated with service related incidents. Generatin' onthl( service level reports. :otif(in' all #sers of sched#led or #nsched#led downti e. 7scalate severit( A O 2 incidents as o#tlined in section 2.A. *echnical '#idance and advise

C&' PMO , ties an, responsi.i$ities $espond to all pro8ect ori'ination or cons#ltin' re6#ests within 2" ho#rs with identification of ne1t steps. &aintain pro8ect deliver( s(ste s9 tools and processes to %e #sed %( P&O ana'ed pro8ects as well as selfCservice reso#rces for depart entall( ana'ed pro8ects. Provide portfolio9 pro8ect and state ent or wor2 .SOW/ reportin' onthl( or on de and. Provide trainin' and s2ills develop ent to opti i<e pro8ect tea reso#rces wor2in' with the ,niversit( Services Pro8ect Deliver( &odel.

C&: FM , ties an, responsi.i$ities Adherence to an( related OI* or ,niversit( Services policies9 processes and proced#res5 A. ,niversit( Services incident ana'e ent and reportin' ethodolo'(5 2. ,niversit( Services Pro8ect &ana'e ent standards and

*i e trac2in' for all %#siness pro8ects re6#irin' I* reso#rces Pro8ect ori'ination for all pro8ect proposals R per standards and re6#irin' reso#rces in I* roles .pro8ect ana'er9 %#siness anal(st9 GA anal(st9 s(ste s anal(st9 developer9 trainer9 technical writer9 etc./. ,se of 7P&9 Sharepoint9 &S Pro8ect and the ,S SDL! for trac2in' and ana'in' pro8ect scope9 sched#le and costs9 at the level of detail appropriate for the pro8ect cate'or(9 as defined in , Services Pro8ect &ana'e ent Standards. NOTE; Pro8ect is defined as E. temporary endeavor underta;en to create a uni<ue product or service involvin+ IT resources impactin+ t/e =niversity #ervices application(systems support in-rastructure and exceedin+ :%06111 in =niversity La*or6 so-tware(/ardware(e<uipment purc/ases and(or consultin+. E and is s#%8ect to revision %( ,S I* !o#ncil a'ree ent.

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

$eport pro%le s #sin' the pro%le reportin' proced#res detailed in this SLA9 incl#din' a clear description of the pro%le . Provide inp#t on the 6#alit( and ti eliness of service #sin' appropriate ethods and co #nications .SLA reviews9 onthl( stat#s and s# ar( co ents9 satisfaction s#rve(s9 lessons learned9 iss#e escalation9 etc./. !o #nicate when software testin' and0or aintenance are ca#sin' pro%le s that interfere with standard %#siness f#nctions. Jeepin' ,SIS aware of a8or chan'es in their %#siness that i pacts technolo'( .e.'.9 new hardware or software9 a8or e6#ip ent oves9 etc./.

D&5 @ Strateg/ an, P$anning

=& and ,SI* will #se a contin#o#s i prove ent process to refine the strate'ic interaction and plannin' %etween the two or'ani<ations and within ,niversit( Services. *his incl#des on'oin' participation in the =& I* Steerin' !o ittee9 I* !o#ncil9 enterprise pro8ects and other inte'ration activities.

)&5 @ Pro.$em Management an, Disaster Re#o"er/

)&4 S pport an, Es#a$ation Conta#t List Please #se the followin' contacts for Operational S#pport or an 7scalation of S#pport iss#e. Please refer to Section 3.@ if Service Perfor ance '#arantees are not followed. (SIS S/stems S pport Name S(ste s S#pport Ro$e +53@A&C)P& &C=9 e1cept ,0& Holida(s Phone )CAB3@ Emai$ sitssE mn&e,

Es#a$ation Conta#ts @ (SIS Pe''( *al%ot Ga%e Garlets *3D Steve Levin ,SIS &ana'er ,SIS &ana'er ,SIS Director ,SI* !IO +C-+2B $e"in'59E mn&e, )C3>>+ +C2A@3 ta$.o5'DE mn&e, Gar$554'E mn&e,

Es#a$ation Conta#ts @ Pro=e#t De$i"er/ Willia Janfield P&O Director ,SI* !IO +C"223 +C-+2B Janfi@@AN# n.ed# $e"in'59E mn&e,

Steve Levin

Es#a$ation Conta#ts @ FM Operations *a ( :elson =& &ana'er +C3A>@ ne$sDD))E mn&e,

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT

3ill Pa#l#s &i2e 3erthelsen Jathleen O;3rien

=& Director =& AHP ,Cservices HP

+CA@2> +CA@>A )C+)>>

pa $ 5:FE mn&e, .erth55AE mn&e, <o.rienE mn&e,

)&' FM App$i#ation Re#o"er/ Priorit/ =ollowin' is a list of =& applications that are s#pported. In the event of a disaster9 the recover( priorit( will %e followed. =or e1a ple9 the application with the hi'hest priorit( will %e %ro#'ht %ac2 #p first. .:ote5 A2T) eans &onda( thro#'h =rida(9 +A& to +P&./ FM App$i#ation Re#o"er/ Priorit/ Re#o"er/ Priorit/ A 2 App$i#ation !o pass9 incl#din' selfCservice we% interface 3#siness Intelli'ence9 incl#din' Data Inte'rator9 We%i9 3#siness O%8ects and report repositor( =& Infor ational We% sites 3SA! Lo' =!A I a'e Site *o rs o! Operation 2" T2"TA,,itiona$ In!ormation

) + B

2"T- .A21)?/ A21) A2T) A2T)

)&: Change Management Pro#ess =& will 2eep ,SIS aware of a8or chan'es in their %#siness that i pacts technolo'(. ,SIS will follow ,SI* chan'e ana'e ent proced#res.

F&5 6 Perio,i# Re"ie+ Pro#ess

*his SLA is a d(na ic doc# ent and will %e periodicall( reviewed and chan'ed when the followin' events occ#r5 *he environ ent has chan'ed. *he c#sto er;s e1pectations and0or needs have chan'ed. Wor2loads have chan'ed. 3etter etrics9 eas#re ent tools and processes have evolved. *his Service Level A'ree ent will %e reviewed at a ini # once per fiscal (ear. !ontents of this doc# ent a( %e a ended as re6#ired9 provided #t#al a'ree ent is o%tained and co #nicated to

BEST PRACTICE

IT SERVICE LEVEL AGREEMENT #t#al

all affected parties. *he Doc# ent Owner will incorporate all s#%se6#ent revisions and o%tain a'ree ents 0 approvals as re6#ired. Do# ment O+ner5 *3D Re"ie+ Perio,5 Ann#all( or as re6#ested Pre"io s Re"ie+ Date5 )0A>02@@> Ne2t Re"ie+ Date5 -0A02@A@

9&5 6 Termination o! Agreement

All parties will reCeval#ate this A'ree ent at the %e'innin' of ever( fiscal (ear end.

45&5 6 Signat res

*itle O :a e #tep/en Levin6 CIO6 =#I#

Date

*itle O :a e >i;e Bert/elsen6 .?P6 3>

Date