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Help Desk SOW Template - Sample

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Help Desk SOW Template - Sample Powered By Docstoc
					     Statement of Work

      Help Desk Services


           Prepared for

     <Customer Name>

<Vendor Name/ Address Here>
            Version 1.0
             3/20/2006
<Vendor Name Here>
                                                                                       <Customer Name><CUSTOMER NAME> Statement of Work



                                                                   Table of Contents

1       INTRODUCTION ................................................................................................................................... 1
    1.1     Project Overview ........................................................................................................................ 1
    1.2     <VENDOR NAME> Responsibilities ......................................................................................... 1
      1.2.1   Help Desk ................................................................................................................................ 1
    1.3     <CUSTOMER NAME> Responsibilities .................................................................................... 2
      1.3.1   Help Desk ................................................................................................................................ 2
    1.4     Joint Responsibilities ................................................................................................................ 2
    1.5     General Assumptions ................................................................................................................ 3
2       SERVICES PROVIDED ........................................................................................................................ 4
    2.1     Help Desk.................................................................................................................................... 4
      2.1.1   Help Desk Service Levels ....................................................................................................... 4
3         PROCESSES AND PROCEDURES ..................................................................................................... 5
    3.1       Change Control Process ........................................................................................................... 5
    3.2       Meetings ..................................................................................................................................... 6
4         HOURS OF OPERATION ..................................................................................................................... 7
5         REPORTS ............................................................................................................................................. 8
6       PRICING................................................................................................................................................ 9
    6.1      Base Fees ................................................................................................................................... 9
      6.1.1     Services Fees .......................................................................................................................... 9
    6.2      Pricing Assumptions ................................................................................................................. 9
7         APPROVAL ........................................................................................................................................ 10




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                                                                 <CUSTOMER NAME> Help Desk Statement of Work




1        INTRODUCTION
      Statement of Work
      (<VENDOR NAME>) will provide the Services as described in this Statement of Work (SOW) subject
      to the terms of the _____________Agreement dated ___________ between <CUSTOMER NAME>
      and <VENDOR NAME>.

1.1      Project Overview
      This SOW will describe the following services:
              Help Desk

      Term will begin (start date) and end (end date).

1.2      <VENDOR NAME> Responsibilities
      This section outlines <VENDOR NAME> responsibilities that apply to services defined in this SOW.
      Responsibilities have also been listed in the sections describing specific services when
      responsibilities apply only to that service offering.

1.2.1    Help Desk
         1.      <VENDOR NAME> will comply with specific <CUSTOMER NAME> policies and
                 procedures as described in writing by <CUSTOMER NAME> prior to the start of the
                 engagement.
         2.      <VENDOR NAME> will employ a Change Control Process as outlined in Section XX of
                 this SOW to amend this document and services here within.
         3.      <VENDOR NAME> will report Service Level Agreements (SLA’s) on a monthly basis,
                 unless mutually agreed upon by <CUSTOMER NAME> and <VENDOR NAME>.
         4.      <VENDOR NAME> will utilize <Vendor Name>’s Incident Management Tool required to
                 support <VENDOR NAME> provided services and to meet the SLA’s defined in this SOW.
         5.      <VENDOR NAME> will provide first level analysis and resolution.
         6.      <VENDOR NAME> will dispatch all problem tickets/work orders which cannot be resolved
                 remotely to the appropriate support organization as defined under this SOW
         7.      <VENDOR NAME> will provide standard reports to <CUSTOMER NAME> as defined in
                 Section X - Reports
         8.      <VENDOR NAME> will provide <CUSTOMER NAME> satisfaction surveys.
         9.      <VENDOR NAME> will provide an Automated Call Distributor (“ACD”) and use a
                 dedicated toll free number with a custom greeting for incoming end user calls.
         10.     <VENDOR NAME> will analyze problem trends, perform root-cause analysis, and
                 recommend solutions as part of the function of continuous improvement.




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                                                                  <CUSTOMER NAME> Help Desk Statement of Work


1.3      <CUSTOMER NAME> Responsibilities
      This section outlines <CUSTOMER NAME> responsibilities that apply to all services defined in this
      SOW. Responsibilities have also been listed in the sections describing specific services when
      responsibilities apply only to that service offering.



1.3.1    Help Desk
         1.      <CUSTOMER NAME> will provide <VENDOR NAME> with all required security access to
                 applications, printers, servers, etc.
         2.      <CUSTOMER NAME> will provide all available documentation relative to the existing
                 service functions including, but not limited to, policies and procedures, organizational
                 chart, statistics, <CUSTOMER NAME> satisfaction surveys, and other documents as may
                 reasonably be requested by <VENDOR NAME> during the onset of service and from time
                 to time.
         3.      <CUSTOMER NAME> will provide and maintain a list of authorized software applications
                 supported by the Help Desk. Changes to the list of software applications supported will be
                 submitted according to the Change Management Process to be defined and mutually
                 agreed to by <VENDOR NAME> and <CUSTOMER NAME>.
         4.      <CUSTOMER NAME> and <VENDOR NAME> will jointly develop and agree upon
                 appropriate escalation procedures and contacts for unresolved or misrouted applications
                 support requests.
         5.      <CUSTOMER NAME> and <VENDOR NAME> will jointly develop and agree upon
                 standardized procedures and processes whereby <VENDOR NAME> Help Desk agents
                 receive prior notification and training of new releases or major enhancements to
                 supported proprietary applications.
         6.      <CUSTOMER NAME> will provide all proprietary application support, except by mutual
                 agreement between <VENDOR NAME> and <CUSTOMER NAME> as stated in this
                 SOW.
         7.      <CUSTOMER NAME> with <VENDOR NAME>’s help will create and rollout an end user
                 communication marketing plan for the new call flow and set appropriate expectations for
                 all employees

1.4      Joint Responsibilities
      This section outlines joint responsibilities that apply to services defined in this SOW. Responsibilities
      have also been listed in the sections describing specific services when responsibilities apply only to
      that service offering.
         1.      <VENDOR NAME> and <CUSTOMER NAME> will develop a mutually agreed upon
                 Change Management process as described in section X of this SOW. This process will be
                 used to handle changes to the scope of services provided for in this document.
         2.      <VENDOR NAME> and <CUSTOMER NAME> will develop mutually agreed upon
                 hardware and software Certification processes for all new hardware and software that will
                 be supported under the scope of this document.
         3.      <CUSTOMER NAME> and <VENDOR NAME> will mutually agree upon report formats.




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                                                                <CUSTOMER NAME> Help Desk Statement of Work




1.5      General Assumptions
      This section outlines general assumptions that apply to services defined in this SOW. Assumptions
      have also been listed in the sections describing specific services when the assumption applies only
      to that service offering.
         1.     End-user calls for support will go directly to the Help Desk and will be tracked and
                managed in the call management system.
         2.     A separate service request will be opened in the call management system for each
                service event. Multiple transactions will not be represented in a single request.
         3.     Service level reporting will be based on relevant information collected by the call
                management system and based on the capabilities of this system.
         4.     Service levels will be calculated using monthly averages for the entire supported
                population.
         5.     The assumptions <VENDOR NAME> used to develop this SOW and pricing are based
                upon information obtained from <CUSTOMER NAME> and <VENDOR NAME>’S
                understanding of <CUSTOMER NAME>’s environment. If assumptions change as stated
                in this SOW, then pricing is subject to change.




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                                                                  <CUSTOMER NAME> Help Desk Statement of Work




2        SERVICES PROVIDED
      This section outlines the services that will be provided by <VENDOR NAME> in the <CUSTOMER
      NAME> Help Desk Services Program.

2.1      Help Desk
      <VENDOR NAME> Help Desk Services Program will provide <CUSTOMER NAME> end users with
      a toll free phone number to access the Help Desk and services associated with it.
      The Help Desk will provide a “gateway” to end users for supported services and <CUSTOMER
      NAME> service information technology related issues.

2.1.1    Help Desk Service Levels
      The following SLA’s apply to Help Desk services:
         1.     Service Desk Scheduled Uptime will be greater or equal to XX%.
         2.     Call Abandonment will be less than or equal to X%.
                “Call Abandonment” will be defined and measured as the percentage of all Help Desk
                calls that enter the automatic call distributor and are abandoned before the call is
                answered by <VENDOR NAME> Help Desk personnel.
                This measurement will begin after a period of XX seconds has transpired from the time
                the call is available to be answered by <VENDOR NAME> Help Desk personnel in the
                automatic call distributor.
         3.     Average Call Duration will be less than or equal to XX minutes.
                “Call Duration” will be defined and measured as the total time spent on the telephone
                handling the ACD incoming contact and time spent completing the call after the agent
                hangs up with the caller.
         4.     First Call Problem Resolution rate of no less than XX% for Level 1
                “First Call Problem Resolution” will be defined and measured as the percentage of all
                problem tickets opened by the <VENDOR NAME> Help Desk during a month that can be
                resolved by the Help Desk staff upon initial contact with <CUSTOMER NAME>. This
                measurement excludes all dispatched tickets (hardware break/fix tickets, service request
                tickets, proprietary Application support tickets, network infrastructure tickets, third party
                dispatched tickets, and all LAN related service calls, etc).
         5.     The Average Speed to Answer (ASA) will be no greater than XX seconds
                “Average Speed to Answer” will be defined as the average period of time a call has been
                waiting in the automatic call distributor prior to it being answered by an <VENDOR
                NAME> Help Desk agent. This measurement will begin from the time the call is available
                to be answered by a <VENDOR NAME> Help Desk agent in the automatic call distributor.




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                                                                 <CUSTOMER NAME> Help Desk Statement of Work




3        PROCESSES AND PROCEDURES

3.1      Change Control Process
      The following describes a process to follow if a change to this SOW is required:
         1.      A Project Change Request (“PCR”) form will be the vehicle for communicating change.
                 The requester must document in detail the change sought and the rationale/justification
                 for the change. When completed, the PCR should be forwarded to the <VENDOR
                 NAME> Project Executive for further action.
         2.      The Project Executive will review the proposed change and determine whether to pursue
                 implementation of the request. Should it be determined that the change is warranted the
                 Project Executive will contact his/her peer/partner.
             a.       The Project Executive will review the proposed change and one of the following
                      actions will be taken:
             b.       The Project Executive will agree with the proposed change and approve
                      implementation; or develop a strategy for implementation depending upon the scope
                      of the change.
      The Project Executive may decide to investigate further or escalate within the allotted period (30
      days or less).
      Based upon on the type and scope of change requested and the urgency associated with the
      request, the Project Executive may determine that an executive level discussion may be appropriate.
      The issue would be escalated within <VENDOR NAME> to the Area Level (Services Director and/or
      Area Vice President), and <CUSTOMER NAME> would direct the issue to the appropriate party
      within its organization.
      A written Change Authorization must be signed by both parties to authorize implementation of the
      investigated changes. The change will be documented and made part of this SOW as an addendum.




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                                                                  <CUSTOMER NAME> Help Desk Statement of Work


3.2      Meetings
      <CUSTOMER NAME> and <VENDOR NAME> will meet regularly to review the progress of this
      engagement. The following details the types of meetings and the frequency in which these will be
      held. Owners of each meeting will be responsible for taking notes, distributing notes via email to all
      attending personnel and scheduling meeting space.


       Meeting              Purpose           Agenda/                Attendees                 Owner
                                             Frequency
 Unscheduled            To address           As needed      Affected / involved            Determined on
                        situations which                    person(s) from vendor and      a per meeting
                        arise and require                   customer Program               basis
                        swift action                        Management Personnel.
 Program Review         Review service       Weekly         Vendor and Customer            <VENDOR
 Meetings               activities,                         Client Lead, Operations        NAME>
                        performance, and                    Manager and Program
                        issues relating to                  Management Personnel.
                        service delivery
                        and
                        enhancement
                        opportunities.
 Quarterly Program      Review overall       Quarterly      Vendor and Customer            <VENDOR
 Review Meetings        relationship,                       Area Outsourcing Director,     NAME>
                        performance, and                    Client Director, and
                        ongoing account                     Program Management
                        development                         Personnel.
                        including:
                          - Program
                        status
                          - Projects
                        review
                          - Billing review
                          - SLA review
                          - Cost drivers
                        review.




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                                                               <CUSTOMER NAME> Help Desk Statement of Work




4        HOURS OF OPERATION
      Unless otherwise noted, all hours are considered to be <time zone>


            Service               Monday – Friday      Saturday           Sunday      <CUSTOMER
                                                                                     NAME> Holidays
    Help Desk                   <Hours>               <Hours>        <Hours>        <Hours>




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                                                                 <CUSTOMER NAME> Help Desk Statement of Work




5        REPORTS
      The following is a sample list of reports. <VENDOR NAME> will provide additional reports to
      <CUSTOMER NAME> as mutually agreed upon.


    Report         Incident Management Report Type:                   When to Run:         Target
    Frequency:                                                                             Audience:
    Weekly         1.   Open Calls Summary Report                     Monday               Support Center
                   2.   Weekly Number of Incidents
                   3.   Weekly Incidents by Call Type
                   4.   Weekly Incidents by Priority Level

                                                                             5th
    Monthly        Monthly Incidents (show number of incidents        By the               Support Center &
                   reported by phone, voice mail, & system            business day of      IT Management
                   generated)                                         Each Month
                   1. Monthly Number of Incidents by Call Type
                   2. Monthly Number of Incidents by Priority
                       Level
                   3. Top 10 common incidents and solutions
                   4. Monthly Customer Survey Results


    Report               ACD Metrics:                                  When to Run:        Target
    Frequency:                                                                             Audience:
    Weekly*        1.   Weekly Calls Offered                           Monday              Support Center
                   2.   Weekly Calls Answered
                   3.   Weekly Abandoned Calls                         – Run a weekly
                   4.   Weekly Call Abandonment Rate                   report or wrap
                   5.   Weekly Average Speed of Answer                 up weekly
                   6.   Weekly Average Length of Calls                 information in
                                                                       excel
                                                                       spreadsheet
    Monthly        1.   Monthly Calls Offered                          By the
                                                                             5th
                                                                                           Support Center
                   2.   Monthly Calls Answered                         business day of     and IT
                   3.   Monthly Abandoned Calls                        Each Month          Management
                   4.   Monthly Call Abandonment Rate
                                                                       - Run a report or
                   5.   Monthly Average Speed of Answer
                                                                       wrap up
                   6.   Monthly Average Length of Calls
                                                                       information in
                                                                       excel
                                                                       spreadsheet




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                                                                 <CUSTOMER NAME> Help Desk Statement of Work




6        PRICING
      This section outlines the pricing for services described in this SOW. These prices are based on the
      assumptions outlined in this document.

6.1      Base Fees
      <VENDOR NAME> will charge <CUSTOMER NAME> the following base fees for the services
      described in this document:

6.1.1    Services Fees


      MONTHLY HELPDESK SERVICE FEE:                        $
      A fee of $xxxxx per month will be charged for the services described in Section “Services Provided”
      portion of this document. This is inclusive of all items described here within, but exclusive of any
      items identified in this section.
      This is based on a monthly average call volume of xxxxxx calls. The call volume will be reviewed
      monthly. A quarterly “True Up” process will be implemented, if the calls vary by +/- % within any
      given quarter.


      TRANSITION FEES:                                     $
      This includes discovery, due diligence, project plan, solution design, GAP analysis, training &
      implementation, and travel and expenses.

6.2      Pricing Assumptions




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                                                              <CUSTOMER NAME> Help Desk Statement of Work




7       APPROVAL

     <Vendor Name>                                         <CUSTOMER NAME>


     BY:                                                   BY:
     __________________________________                    ________________________________
     Signature                                             Signature




     __________________________________                    ________________________________
     Printed Name                                          Printed Name




     __________________________________                    ________________________________
     Title                                                 Title




     ______________________________________                ____________________________________
     Date                                                  Date




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                                                                   <CUSTOMER NAME> Help Desk Statement of Work




                                           Support Responsibility Matrix
                                           Application Support Guidelines


               Category                        Classification                           Responsibility
               Category          Standard Commercial Off-the-Shelf                Level 0 - Help Desk
                  1              (COTS) Software that is used
                                                                                  Level 1 - Help Desk
                                 enterprise-wide in the <CUSTOMER
                                 NAME> environment                                Level 2 - Help Desk
                                                                                  Level 3 - Help
                                                                                  Desk/Vendor, as needed
               Category          COTS Software that is used on a large            Level 0 - Help Desk
                  2              scale basis and is business critical
                                                                                  Level 1 - Help Desk
                                 (Large scale is defined as 10% of the
                                                                                  Level 2 - Help Desk
                                 total <CUSTOMER NAME> population
                                 or > 400 users)                                  Level 3 - Help
                                                                                  Desk/Vendor, as needed

               Category          COTS Software that is business                   Level 0 - Help Desk
                  3              specific and/or is used on a small scale
                                                                                  Level 1 - Help Desk
                                 basis
                                                                                  Level 2 - Designated
                                 (Small scale is defined as <10% of the
                                                                                  Business Unit
                                 total <CUSTOMER NAME> population
                                 or <400 users)                                   Level 3 - Designated
                                                                                  Business Unit/Vendor, as
                                                                                  needed
               Category          <CUSTOMER NAME> Business                         Level 0 - Help Desk
                  4              Proprietary Software
                                                                                  Level 1 - Designated
                                                                                  Business Unit
                                                                                  Help Desk (as agreed to on
                                                                                  case by case basis)
                                                                                  Level 2 - Designated
                                                                                  Business Unit
                                                                                  Level 3 - Designated
                                                                                  Business Unit




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