Service Level Requirements Template

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Service Level Requirements, Agreement

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Version : 5 Release : 3 Status : DRAFT OPTUS RESTRICTED Date Saved : 8/20/2007 6:03:51 AM Author : Katherine Camilleri Date Project Name & Number System Name Completed By Business Owner Sample Business Drivers Business Drivers Sales Queries New Services Peak Time Off Peak Time Peak Time Off Peak Time Peak Time Off Peak Time Peak Time Off Peak Time Log-in 300 100 < 5 Sec < 5 Sec New Order 100 50 < 15 Sec < 10 Sec Order Update 50 50 < 15 Sec < 10 Sec Peak Time Off Peak Time Peak Time Off Peak Time <10 <10 >10 & <100 90 >10 & <100 >100 & <500 480 >100 & <500 >500 & <1000 >500 & <1000 Other (specify) Other (specify) 9 Provide a list of user locations both domestic and international? Need to ensure that the support level correlates with this information. 15 Service Level Requirements Template 11 12 Reason for the Question This information needs to be captured before determining the detailed system requirements as it identifies the nature of the system loading. What is the preferred timeframe for planned outages to perform general system maintenance? What are the core business hours for this system? 13 14 How long will archiving be required? What is the preferred timeframe for reporting and batch processing? What are the peak periods of usage for this system? Identify any known peak hour or peak day periods. For how long could the system be unavailable before there are contractual, regulatory or similar implications? What level of support is being requested? The purpose of this questionnaire is to identify the business requirements for system service continuity, availability and performance. The information obtained from this document will be used as input into producing the system Service Level Agreements. 5 What are the key business drivers e.g. Increase customer base from x% to y%, increase market share from a% to b% etc.? What are the associated forecast volumes per week associated with these drivers? This information will impact the capacity requirements for the system. Questions 3 Allows for processing windows to be established. Depending on the chosen solution, the system may/may not be available or responsiveness may be reduced due to additional load. Allows for maintenance window to be negotiated and agreed with support groups/vendors. 126 What are the expected volumes and response times for Key Business Transactions? If possible, please provide additional information regarding the nature of these transactions, for example activate, cancel, modify, enquiry, update, polling, customer orders activation etc. How frequently would reporting on service management for the system be required? How long will data need to be accessible on-line? Example /Sample Values Responses Comments 4 Transactions Rate Per Hour 24 x 7 24 x 7 Mon -Fri 9:00-17:00 1 year 24 x 7 8am -Midnight x 7 9am -5pm x 5 Others? 1 year 8am -Midnight x 7 9am -5pm x 5 Others? 8am -Midnight x 7 9am -5pm x 5 Others? 500,000 Mon-Fri 11:00-15:00 Others ? Forecast Volumes Period Measured Forecast Volumes Period Measured 100,000 5,000 quarter Transactions Rate Per Hour Response Time (95%) This information will impact the design and capacity requirements for the system. It is also the basis for the scope of Performance Test, ie. Transactions /activities not defined here are deemed not critical therefore may not considered important enough to performance test. Example Key Business Transaction Description Response Time (95%) Key Business Transaction Description 7 What are the expected number of Concurrent (activate) users during Peak and Off Peak Times? Further what is the total number of Registered users of the system? This information may impact the capacity requirements and thus the design for the system. Example User Numbers Concurrent users Registered Users User Numbers Concurrent users Registered Users 8 Are there any business reports that have a fixed delivery time frame? This information may impact the capacity requirements and thus the design for the system. Yes This information will impact the capacity requirements for the system. No External -Customer self serve External -Third party call centres Internal -Front office Internal -Back office 10 What are the different types of users of the system? This information may affect the level of criticality and perception of the system performance, particularly where the system will be used in a customer facing situation as in the case of interactions performed by Customer Service Representatives. External -Business to business < 4 hours < 1 day < 1 week Internal -Front and back office Combination of external & internal This is strongly related to the previous two questions and will help determine the manner that support personnel address system problems. This unavailability may relate to either system problems or batch processing. < 30 Minutes Refer to the Support Hrs tab as a guide to the range of example options provided for this question. It is important to discuss this issue with the business in detail. The Level of DR will also affect the option selected here. Level 1 Level 2 Level 3 Level 4 Level 5 Business This is to determine how often the system performance metrics, as specified by the Service Level Agreement, shall be required to be collected. Weekly Monthly Quarterly Other (specify) This information will impact the storage requirements for the system. Sample Data Category Sample Online Retention Period Data Category Online Retention Period Customer Orders 3 months Invoices 7 years This information will impact the storage requirements for the system. Sample Data Category Sample Archive Period Customer Orders 3 years Archive Period Data Category File name : $ASQService_Level_Requirements_Template.xls Page 1 of 3Version : 5 Release : 3 Status : DRAFT OPTUS RESTRICTED Date Saved : 8/20/2007 6:03:51 AM Author : Katherine Camilleri Strategic Budget Regulatory compliance 20 Provide a a description of any user training environment that may be required, including • Maximum number of users to be trained at any given time • User training locations • Frequency of training required • Period of training required Invoices 7 years 2%-5% negative impact on share value < 2% negative impact on share value None 16 What are the potential impacts to customer/shareholder perceptions in the event of an unplanned outage? This will help determine the exposure to disrepute that may result through a system failure. > 5% negative impact on share value Other (specify) 17 What are the potential consequential impacts to contractual obligations if the system fails? This will help determine the financial exposure that may result through a system failure. Jeopardise contract > $5M per day Jeopardise contract $2M -$5M per day Jeopardise contract < $2M per day N/A This information will assist in the timely creation of the user training environment 18 What are the business drivers that are likely to impact the frequency of any potential changes to this system? This will assist in understanding whether there will be the need for a rapid configuration model or a release management based model with phased deliveries. Marketing 19 How frequently are development changes to this system be expected? This will assist in the planning and number of test and other non-production environments required to deliver the service and support for any future changes or development changes. Quarterly Half-yearly Annually Other (specify) File name : $ASQService_Level_Requirements_Template.xls Page 2 of 3Version : 5 Release : 3 Status : DRAFT OPTUS RESTRICTED Date Saved : 8/20/2007 6:03:51 AM Author : Katherine Camilleri Description Level 1 Level 2 Level 3 Business Level 5 N/A 00:00 – 08:00 7 days N/A 18:00 – 08:00 Mon – Fri 18:00 – 24:00 Mon – Fri Hours of Support Options On-Call Support 00:00 – 24:00 Weekends & Public Holidays Level 4 08:00 – 24:00 Weekends & Public Holidays N/A Full Support 00:00 – 24:00 7 days 08:00 – 24:00 7 days 08:00 – 24:00 7 days 08:00 – 18:00 Mon – Fri 08:00 – 18:00 Mon – Fri 08:00 – 18:00 Mon -Fri File name : $ASQService_Level_Requirements_Template.xls Page 3 of 3