Service Measurement Unit Of

Srl Service Level Description Expected Service Level (ESL) Minimum Service Level (MSL) Remarks
Weight Period Reporting
I Data Center
This is at an individual Server level
1 Servers (Criticality: High) 5% Monthly 99.90% 99.00% % and not cumulative uptime for all
Servers combined
This is at an individual Server level
2 Servers (Criticality: Low) 3% Monthly 99.50% 95.00% % and not cumulative uptime for all
Servers combined
3 SAN 5% Monthly 99.90% 99.50% %
4 Database 5% Monthly 99.90% 99.50% %
Data Center IMAC (Install, Move, Add,
5 Change) - % completed within scheduled 3% 90.00% 80.00% %
time
Data Backup - % completed within the
6 5% Monthly 99.00% 97.00% %
backup window

7 Data restore (time to restore after an event) 5% 15 minutes 30 Minutes

II Application Availability

Availability for High Business Critical This is at an individual application

1 5% Monthly 99.90% 99.70% % level and not cumulative uptime for all
applications
applications combined
Availability for Medium Business Critical This is at an individual application
2 3% Monthly 99.70% 99.50% % level and not cumulative uptime for all
applications
applicationscombined
Availability for Low Business Critical This is at an individual application
3 2% Monthly 99.50% 99.00% % level and not cumulative uptime for all
applications
applicationscombined
85% of Sev 1 in 4 hours, Sev 2
90% of Sev 1 in 4 hours, Sev 2 in
4 Application Helpdesk Resolution time 5% Monthly in 16 hours and Sev 3 in 24
16 hours and Sev 3 in 24 hours
hours
Batch Jobs - % of time it runs within
4 5% Monthly 95.00% 90.00% %
defined window
III End User Support
1 First Call Resolution 3% Monthly 60% of level 1 calls 50% of level 1 calls %
100% of calls within 120
2 Average Holding time 3% Monthly 100% of calls within 60 seconds %
seconds,
3 Email response TAT 3% Monthly 100% within 4 hrs 100% within 8 hrs %
4 Call abondon rate 3% Monthly <4% <6% %
5 USER ID Creation - Adherence to timelines 3% Monthly 99% within 4 hours 95% within 4 hours %

Class A locations - 90% Sev 1 Class A locations - 80% of Sev 1

Average time to resolve depending on
6 3%
location and severity category
calls within 4 hours, sev2 calls in calls within 4 hours, sev2 calls in
8 hours and sev 3 in 12 hours, 8 hours and sev 3 in 12 hours,
Monthly %
Class B Locations - 90% of Sev 1 Class B Locations - 80% of Sev
in 8 hours, Sev 2 in 12 hours and 1 in 8 hours, Sev 2 in 16 hours
Sev 3 in 16 hours and Sev 3 in 1 day
 5% for Sev 1, 10% for Sev 2 and
7 % problems unresolved beyond one week 3% Monthly 0% for Sev 1, 5% for Sev 2 and 3 %
3

Service Measurement Unit Of

Srl Service Level Description Expected Service Level (ESL) Minimum Service Level (MSL) Remarks
Weight Period Reporting
!V Common Services
95% witin 5 days from date of 95% witin 7 days from date of
1 Timely Configuration Updates 4% Monthly %
change change
99% changes are implemented 95% changes are implemented
2 Change Management 4% Bi-annually %
correctly correctly
2 DR test runs a year, 100% of 2 DR test runs a year, 100% of
all applications, infrastructure all applications, infrastructure
and services included in the and services included in the
3 Disaster Recovery Testing 4% Bi-annually %
scope of DR test should be scope of DR test should be
recovered as documented in the recovered as documented in the
DR plan DR plan

98% of assets selected for 98% of assets selected for

random testing match the details random testing match the details
4 Asset Management 4% Random %
mentioned in the Asset mentioned in the Asset
Management database Management database

100% of all virus updates must 99% of all virus updates must be
5 Virus Signature File Updates 4% Monthly %
be available within 24 hours available within 24 hours

100% of all Firewall rules must
be reviewed and approved within
6 Firewall Security 4% Monthly
24 hours and implmented within
48 hours
98% of all Firewall rules must be
reviewed and approved within 24
%
hours and implmented within 48
hours

100% of all reports be delivered 90% of all agreed reports be

7 Reporting Timeliness and Accuracy 4% Bi-annually %
at specified timeframe delivered at agreed timeframe

100%
 Service Hours of Operations
Help Desk Services (for end users)
End User Support 24*7
Server Services
Server Monitoring 24X7
Server Management 24X7
Data Center LAN Monitoring 24*7
Data Center LAN Management 24*7
Database Monitoring 24*7
Database Management 24*7
Application Services
Application Helpdesk 24*7
Application Management 24*7
Network Services
Network Management 24*7
Network Monitoring 24*7
 Name

Sev 1

Sev 2

Sev 3

Sev 4
 Description

• Major System or Process or Componentor or Service Failure Malfunction

• Server/Application is missing critical functionality
• No workaround exists
• >= 20 users impacted OR
• >= 50 customers impacted OR
• >= one site impacted (offline/unable to delivery desired output) OR
• >= one power user / one critical server impacted/One business critical application OR
• >= one VIP Customer impacted / one corporate customer impacted OR
• >= XX Revenue loss

• Minor System or Process or Component or Service Failure Malfunction

• Server/Application is missing critical functionality
• A workaround exists
• 2 to 19 users impacted OR
• 2 to 49 customers impacated
• partial impact (certain services down) on one site OR
• YY Revenue Loss

• Incident degrades system functionality

• Major functions of server/application still work
• Functional or performance improvement visible
• Component Failure Malfunction not causing impact
• A workaround exists
• 1 user impacted OR
• 1 customer impacted OR
• <= BD 99 Revenue loss

• Incident does not degrade the system functionality

• Major functions of server applications still work
• Technical enhancement or minor functional enhancement visible
• Component Failure Malfunction not causing virtually any impact
• A workaround exists
Calculations of Penalty
"At Risk" amount - 20%. This means that 20% of the monthly service charge is at risk on count of SLA slippages
If the "Expected service level (ESL)" is missed, the Service Provider will be liable to the corresponding SLA % of the "At-Risk" a
If the "Minimum Service Level (MSL)" is missed, the Service Provider will be liable to 2 times the SLA % of the "At-Risk" amoun
The total penalty will be capped at At-Risk amount

Example
Let's say the Monthly service charge quoted by Service Provider is USD 1,000,000
Then, "At-Risk" amount @15% would be 150,000
And the weightage for the SLA titled "SAN Availability" in the "Data center" pool is 5%
If, the Service Provider misses the ESL for this SLA in a given month but is more than MSL, then the penalty would be 5% of 15
If the Service Provider misses the MSL for this SLA in any month, then the penalty would be USD 15,000

Likewise all the penalties will be calculated and the "lower-of" total penalties and the At-Risk amount will be penalty im