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Internal Service Level Agreement

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					The Internal Service Level Agreement facilitates the negotiation and documentation of
service agreements between internal providers (Technology, Process, or Support) and
business partners they support. This agreement contains a title page that gives a
description of the agreement, a table of contents, the actual agreement, and a page that
defines important terms within the agreement. This document in its draft form contains
numerous of the standard clauses commonly used in these types of agreements;
however, additional language may be added to allow for customization to ensure the
specific terms of the parties’ agreement are addressed. Use this agreement to facilitate
the negotiation and documentation of service agreements between internal providers
and business partners they support.
Internal Service Level Agreement
Project Title

What is the Internal Service Level Agreement?
  The Internal Service Level Agreement facilitates the negotiation and documentation of
  service agreements between internal providers (Technology, Process, or Support) and
  Business Partners they support.

  The SLA is an essential tool for establishing the measurable service level standards that will
  be used to track the successful operation and support of the service.

  The Internal SLA is one component of an overall Service Level Management Process. You
  should work with your Service provider to outline other components of this process, such as:

     Service requests
     Business Requirements
     Resource Assignments
     Service level measurement
     Executing the service based on the SLA
     Continuous improvement

  This document has an accompanying user guide that can help users with the service level
  negotiation and facilitation processes.




      NOTE: When using this document, the portions in blue italics are instructional
      only and should be removed. The portions in Black represent recommended
      language for use in Internal Service Level agreements.




                           Internal SLA Roles and Responsibilities
        (Note: Every project may not have a separate team member in each role listed
                                          below.)

          Owner                       Contributor                        Customer
Project Manager                Technology                        Process Owner
                               Manager
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Table of Contents

I. Background .............................................................................................................................................. 4
              A. Description ................................................................................................................................ 4
              B. Constraints ................................................................................................................................ 4
              C. Agreement ................................................................................................................................ 4
              D. Acceptance ............................................................................................................................... 5
              E. Agreement Maintenance ........................................................................................................... 5
II. Definitions ................................................................................................................................................ 6
III. Business / Service Overview ................................................................................................................ 7
              A. Business Overview.................................................................................................................... 7
              B. Service Overview ...................................................................................................................... 7
IV. Service Level Standards ..................................................................................................................... 10
              A. Service Availability .................................................................................................................. 10
              B. Transaction Response Time ................................................................................................... 12
              C. Problem Management and Service Restoral .......................................................................... 13
              D. Summary of Service Level Standards .................................................................................... 15
V. Approval / Contact Information ........................................................................................................... 16


 Revision History
         No.               Date                         By                                                    Reason




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I. Background

A. Description
The service level management process should lead to improved communications between the SLA
parties, particularly about service level expectations, as well as improved service performance. These
are the two key tests--improved communications and improved performance--that should guide the
service level management process.

This SLA defines Service functionality from the perspective of the Vendor Line of Business and
customers and addresses measurable service level standards.

B. Constraints
List (do not describe in detail) any boundaries or restrictions within which the project must operate or
within which the Change / Solution must fit.

Typical constraints may include:
Must align with existing strategic direction
Must fit into existing technology architecture
Must agree with existing vendor/business partner licenses, agreements, or contracts
Must meet Privacy restrictions
Must provide Intellectual Property protection
Must fulfill Legal, Audit, or Compliance obligations

C. Agreement
    The text below provides a framework for establishing the agreement. This language should be
    modified to meet existing service provider processes.

    This Service Level Agreement (SLA) has been prepared in consultation with
    ________________________, the “Service Provider”, and ________________________, the
    “Service Recipient” to document the commitments between the parties in providing consistent,
    reliable and timely information technology services.

    This SLA communicates the understanding by Service Provider of Service Recipient’s support
    expectations, their agreement on the level of support that will be provided, and an assurance that
    measurement and reporting on the support is delivered. To this end, Service Provider will report to
    Service Recipient on a regularly scheduled basis the results achieved against the stated Service
    Level Standards as a tool for continuous improvement efforts.

    As a high-level agreement, this SLA is not the only document concerning service delivery and
    supporting processes. While details that relate to supporting processes (business, technology, and
    other processes) are outside the scope of this SLA, it is important that both the Service Provider and
    the Service Recipient document the necessary process agreements and plans that will be crucial to
    the successful delivery of the service. The following are examples of such documents: Control Plan,
    Data Collection/Measurement Plan, Business Continuity Plan. Other necessary plans may include a
    problem management escalation plan, guidelines for introducing and managing change, Information
    Protection or other security access processes, etc.




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D. Acceptance
     This agreement is effective _________________, 20__, and will be reviewed initially by both parties’
     _____ months after the effective date and at agreed upon timeframes thereafter to determine if
     adjustments are needed. However, this Service Level Agreement is intended to be responsive to the
     needs and capabilities of the parties and therefore will be changed from time to time to reflect these
     needs and circumstances. Changes to this agreement will be in writing and must be approved by
     the parties to the agreement.

     This Service Level Agreement is accepted and agreed to by the representatives of Service Recipient
     and Service Provider as listed in the Approval section of this document.


E. Agreement Maintenance
    1. Initial Review

        Insert the number of days or months to indicate the timeframe until the first review of this SLA.
        Subsequent reviews will occur minimally on an annual basis. Track the completion of all review
        sessions in the Change Log in the Introduction of this document even if no changes were made to
        the agreement.

        The initial review of this SLA will be conducted _____ days/months (but no later than six months)
        following the Effective Date of this Agreement. A representative from the Service Provider or
        Service Recipient organization will schedule the annual SLA review with the parties to this SLA.

    2. Scheduled SLA Maintenance

        At least 60 days prior to the anniversary of the effective date of this SLA, a representative from
        the Service Provider or Service Recipient organization will schedule the SLA review with key
        representatives of the parties to the agreement. This review shall determine if changes to this
        SLA are required to better meet the current business needs. The review should focus on service
        level standards, metrics, service scope, service requirements and any environmental and
        business changes necessitating SLA update. The parties shall revise this SLA as necessary to
        reflect the findings of the review.

    3. Unscheduled SLA Maintenance

        The parties shall review this SLA and perform any necessary unscheduled maintenance revisions
        upon occurrence of any of the following events:
          Significant modifications of business critical functions
          Results of conducting a business impact analysis
          Changes in business or operating environment
          Changes to the current organizational structure
          Acquisition or mergers which affect the business or support environments
          New critical hardware or software applications introduced




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II. Definitions
The definitions below are suggested to support terms used in this document.

Term                                Description
Business Impact                     The effect of a Problem on Vendor systems, products, services or
                                    operations from Line of Business perspective, including business,
                                    financial, legal, or public relations factors.
Change Management                   The function/process of introducing and managing service changes
                                    due to changed code, changed services, or changed processes.
                                    Does not refer to any specific organization within Vendor.
Force                               Such event may include action or inaction of governmental, civil or
Majeure                             military authority; fire; strike; lockout or other labor dispute (but not
Event                               including delays caused by subcontractors or suppliers); flood; war;
                                    riot; theft; earthquake and other natural disasters.
Help Desk                           Service provider’s place to call to report Problems or ask for
                                    assistance. (Note: Include phone for Help Desk.)
Line of                             Organization in Vendor that services customers and clients. Is
Business                            typically the Service Recipient for the purposes of SLA.
Notification                        The process of Service Provider informing Service Recipient that a
                                    Problem has occurred or of Service Recipient informing Service
                                    Provider that a Problem has occurred. Service Recipient and
                                    Service Provider will agree on mutually acceptable methods for
                                    sending notifications and for documenting notifications.
Outage                              A period commencing at the earlier of the time when (1) Service
                                    Recipient notifies Service Provider, or (2) Service Provider otherwise
                                    becomes aware, that the conditions for a Severity 1 or Severity 2
                                    Problem have occurred and ending when Service Provider has
                                    notified Service Recipient that Service Provider has restored the
                                    Service.
Problem                             One or more events that cause a disruption of Service, or which, if
                                    not causing a service disruption nevertheless require further
                                    monitoring and/or repair.
Problem Identification              The earlier of the time when Service Provider first becomes aware of
                                    a Problem, or Service Recipient notifies Service Provider of the
                                    Problem.
Problem Management                  The process by which Problems are identified, recorded, assigned,
                                    and managed through to resolution.
Problem Resolution                  Changes to software or procedures that create a permanent fix for a
                                    Problem. Problem Resolution may occur at the time of Service
                                    Restoral or later, if a Workaround was installed to perform Service
                                    Restoral.
Response Time                       The time required for a computer system or an associate (employee)
                                    to act upon input and deliver results to the user or requestor.
Service                             Restoration of service that was disrupted during a Problem. Service
Restoral                            Restoral may be either Problem Resolution (permanent fix) or a
                                    Workaround reasonable in Service Recipient’s judgment.
Service                             The components required to deliver the Service, including, without
Delivery Path                       limitation, the primary applications, the underlying operating
                                    systems, the network connectivity, any software and hardware
                                    required to support these components and any supporting
                                    processes. If a Service utilizes more than one platform (2-tier and 3-
                                    tier architecture), all the platforms and components of those tiers are
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                                    included.
Severity                            A classification of a Problem in terms of business impact.
Severity Level 1                    A Problem whose impact on Vendor business functions and
                                    practices is critical and service is unavailable, unreliable or severely
                                    degraded.
Severity Level 2                    A Problem whose impact on Vendor business functions and
                                    practices is moderate, and service has experienced a significant
                                    disruption or had recurring Problems that jeopardized delivery of
                                    service.
Severity Level 3                    A Problem that does not meet the criteria for a Severity 1 or Severity
                                    2 Problem classification.
Workaround                          A temporary fix or bypass for a Problem or incident that restores
                                    disrupted service.



The definitions section assists in bringing together associates of different backgrounds, specialties and
experience, by providing a common understanding of terminology used. The objective(s) of the
definitions section are:
    1. Define all terms that may have special meaning.
    2. Define all acronyms.

As the document is written, identify terms, which may not be understood by all of the potential readers of
the document. As the document is reviewed, add or revise any terms not understood by the reviewers.

Helpful Hints
If the meaning is discussed, debated, or qualified during discussion assume that it should be included in
the definition section, including the qualifiers discussed.


Do not be afraid to modify the definition if the term is used in a special way in the context of the
document. If you have modified a term that is in the CENTER glossary, please provide feedback to the
CENTER support group by clicking on the Feedback icon at the top of the CENTER home page (link
provided above.)

III. Business / Service Overview

A. Business Overview
    Describe briefly the Primary Service Recipient’s Line of Business, its functions and product lines, their
    importance to the vendor, and benefits to our customers. Include information regarding principal
    business locations and user base.

B. Service Overview
    Describe briefly the importance of the service in terms of business benefits and impacts to our
    customers.

    1. Service Objectives

        Describe briefly the key success factors (e.g. accuracy of data, timeliness, system availability,
        response time, etc.) from the customer’s perspective; include definitions for acceptable as well as
        degraded service. Define any specific requirements based on customer segment, region, etc. that

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        might allow for different standards for different levels of service. See the Internal SLA Template
        User’s Guide for suggested format and further information.

    2. Hours of Operation and Service Maintenance

        Insert the hours of operation and critical processing times for the service in the table below.
        Specify the availability needed by the business for the service, noting different modes of
        processing as applicable. Show days of the week and holidays using a 24-hour clock standard;
        all times based on Eastern Time Zone.


                                                                            Scheduled Time
            Function                   Description                         (in Eastern Time)

                                                                 Day            Start          End
        Service              Hours during which access to       M–F
        Access               the service is required.           Sat.
                                                                Sun.
                                                                Holidays
        Online               Hours during which the service     M–F
        Transactions         supports transactions process.     Sat.
                                                                Sun.
                                                                Holidays
        Files Updated        Time at which up-dated files       M–F
                             are needed.                        Sat.
                                                                Sun.
                                                                Holidays
        Maintenance          Hours during which scheduled       M–F
                             maintenance and back-up            Sat.
                             procedures may be performed
                                                                Sun.
                                                                Holidays




    3. Service Recovery Objectives/Business Continuity

        Periodic recovery exercises are required with the participation of the parties to the agreement to
        ensure that services are recoverable in the event of an actual disaster. These exercises should
        be based on critical functions outlined in the Business Continuity plan.

        All aspects of the service provided that are included in the Business Continuity Plan will need to
        be tested. Document here the frequency and nature of the tests, as well as the contact that will
        schedule and coordinate business recovery tests.

        Some service providers have organizations that can assist with the development of a Business
        Continuity plan and the execution of that plan. Note any contacts within these organizations
        within this section.


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    4. Service Delivery Path

        Primary services and supporting services comprise the Service Delivery Path. All metrics and
        measurements are viewed from this perspective. For example, when availability is being
        evaluated, all key components in the Service Delivery Path must be available for the service to be
        considered available.

        Describe briefly the business and technology required to deliver the service.

        a. Description of Service Components

            Describe key Service Delivery Path components that are essential to the delivery of the
            service. Component Types are: Online, Batch, Midrange, Network, Distributed, Service, or
            Other. Component Name should describe the component in plain language. Provide specific
            IDs when available. Include in Service Delivery Path diagram.

                  Component Type                   Component Name                  Component ID




        b. Description of Service Interfaces

            Describe key Service Delivery Path interfaces and data feeds (inputs as well as outputs) that
            are essential to the delivery of the service. Indicate if a manual back-up process is available
            in case the required time of completion is not met. Include in Service Delivery Path diagram.

                                                                          Required Time   Manual Back
             Description of Interface    Input/Output    Data Source      of Completion    Up (Y or N)




        c. Service Delivery Path Diagram

            Instructions: Insert a graphical depiction of the Service Delivery Path. Include all key service
            components and interfaces (both inputs and outputs).

        d. Performance reports

          Enter the description of information or reports that will be needed by the Service Recipient to
          ensure the business service objectives are being met. Include any reports described in the
          Data Collection and Measurement Plan or the Control Plan.

                                 Report Description                                Frequency


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IV. Service Level Standards
    Each subsection in Service Level Standards should address a major metric or service characteristic.
    Typical metrics and service levels included below are Availability, Transaction Response Time,
    Problem Management, Technical Support Response Time, and Processing Deadlines. There may be
    other service levels important to define for contractual purposes based on project needs.

    For each defined metric or service, include the following:
     Definition - description of metric/service, metric formula, definition of formula variables
     Measurement responsibility
     Service Level standards - (In this subsection for each metric, enter the measurable service level
        standard for the metric. Note that the template currently has placeholder standards that should
        be a good starting point for the negotiations. The Vendor teams should review these proposed
        standards very carefully before presenting the first SLA proposal to the service provider.)
     Failure to Achieve Service Level Standards – the language needed to specify consequences over
        one month and multiple months

A. Service Availability
    1. Definition

        a. Description

            Availability (“Availability”) means that a service is accessible to the end-user at the time the
            end-user is scheduled to use it, i.e., excluding Scheduled Downtime. The standard metric for
            Availability is Percentage Availability.

            The Service will be available as defined in the table below:

            Enter the hours that the service will be considered available. Clearly show any special
            processing windows, permanent waivers and other exceptions that affect the calculations for
            Service Availability. Consider the operating capabilities and commitments that are already in
            place.


                                                                                      Scheduled Time
                    Function             Service Description                         (in Eastern Time)

                                                                           Day            Start            End
              Service               Service Availability over the         M–F
              Availability          entire Service Delivery Path          Sat.
                                                                          Sun.
                                                                          Holidays

            Describe briefly the key assumptions that were critical to arriving at the timeframes stated
            above including scheduled maintenance windows for all components in the Service Delivery
            Path. Examples can be found in the SLA Template User’s Guide.

          Outages shall not include any time that is due to:
                Exceptions or waivers

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                    A failure of a component, system, or service not included in the Service Delivery Path
                     as described in Section 2 of this agreement
                    A Force Majeure event
                    Service Recipient or end user failing to operate the Services in accordance with
                     negotiated procedures

        b. Formula

            Percentage Availability (“Percentage Availability”) is calculated by dividing the Actual Minutes
            of Availability by the total number of Scheduled Minutes for the month multiplied by 100.
            Actual Minutes of Availability equals Scheduled Minutes minus Unscheduled Downtime
            Minutes. All quantities in the formula are totals for a month.

            A% = (Scheduled Minutes - Unscheduled Downtime Minutes) x 100
                             Scheduled Minutes

        c. Formula Variables

Scheduled Minutes: Total minutes in the month falling within the start and end times stated in the
“Availability” panel of the table in paragraph III.B.2 less Scheduled Downtime. If no start and end times
are stated, Scheduled Minutes equals total minutes in the month less Scheduled Downtime minutes.

Scheduled Downtime: Total minutes during the maintenance periods specified in the “Maintenance”
panel of the table in paragraph III.B.2 and at such other times as the parties may agree at least 30 days
in advance. The total number of minutes in such maintenance periods shall be “Scheduled Downtime.”

Actual Minutes of Availability: Scheduled Minutes during the month less Unscheduled Downtime Minutes
during the month.

Unscheduled Downtime: Total duration in minutes of all Outages and controlled shutdown time during
the month. If Service Provider performs a controlled shutdown of the Service for emergency
maintenance or the like, Service Provider shall make reasonable efforts to give notice thereof at least
[eight] hours before such event.

    2. Measurement Responsibility

        Service Provider shall maintain records showing day and time for each Outage and shall make
        available to the Service Recipient a monthly report within _____ Business Days after the last day
        of each month. Service Provider and the Service Recipient shall use their best efforts to ensure
        the integrity of the data. Service Provider will work in good faith to resolve any questions about
        the accuracy of the calculations or the reporting.

    3. Service Level Standard

        The Percentage Availability service level standard shall be      [99.8%] measured on a monthly
        basis. Measures for the integrated Service Delivery Path will be determined for each service to
        provide a customer-focused view.

        For new services/applications/systems, a target availability goal will be established as a baseline
        for the initial period of the agreement of _______ (days/weeks/months). A baseline for future
        availability reporting will be determined after a period of monitoring the performance of the
        application. Once a baseline is established, reporting against the adjusted goal can be provided.



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    4. Failure to Achieve Service Level Standard

        a. Failure to Fulfill Standard over One Month

            If Percentage Availability fails to meet the preceding standard during any calendar month,
            Service Provider shall deliver to Service Recipient within _______ Business Days after the
            close of the month in which the failure occurred, a written plan of corrective action describing
            the steps that Provider will take to cause Percentage Availability to achieve the standard
            during the current month and each month thereafter. Service Recipient may comment on this
            plan, and Provider shall carry out the steps set forth in such plan, as modified in response to
            Service Recipient’s suggestions.

        b. Failure to Fulfill Standard over Several Months

            If Percentage Availability fails to meet the preceding standard in any ___ months during a six-
            month period, Provider shall meet with Service Recipient’s representative at Service
            Recipient’s request to determine a course of action. Service Recipient may make
            commercially reasonable requests to Provider to add additional facilities, eliminate single
            points of failure, replace components and otherwise to supply additional resources that are
            reasonably designed to improve Percentage Availability. Funding for additional resources
            requested by Service Recipient is subject to negotiation.


B. Transaction Response Time
    1. Definition

        a. Description

            Transaction Response Time is time recorded from the time that a message containing
            transaction information has been initiated by the end user until the time the end user receives
            a response.


        b. Formula
            Response Time Percentage shall be the number of Transactions Included for a month
            divided by the Total Number of Completed Transactions for that month multiplied by 100.

                 Response Time Percentage =
                 (Transactions Included/ Total Number of Completed Transactions) *100

        c. Formula Variables

Transaction: A single message sent to the Service and the message from the Service in response.

Total Number of Completed Transactions: Transactions that completed successfully without error.

Transactions Excluded: Transactions that failed to complete, were tagged with errors or whose
Response Time exceeded        [N]      seconds.

Transactions Included: Total Number of Completed Transactions less Transactions Excluded.

        The parties to the Agreement must agree upon what constitutes a transaction or what different
        types or classes of transactions need to be tracked, depending on the Service. Transactions
        typically included are balance inquiries, debit transactions, account transfers, web page click
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       transactions, etc. Transactions that are typically excluded are transactions that do not complete,
       transactions timed out before completing, error messages and transactions generating them, etc.

   2. Measurement Responsibility

       Service Provider shall maintain reasonably accurate records showing the Transaction Response
       Time for the Services. Service Provider shall make available to the Service Recipient a report of
       summary records for each month within ______ Business Days after the last day of each month.

   3. Service Level Standard

       The Transaction Response Time percentage for a calendar month shall not be less than ___ %
       transactions completed within less than or equal to _____ seconds.

   4. Failure to Achieve Service Level Standard

       a. Failure to Fulfill Standard over One Month

           If Percentage Response Time fails to meet the preceding standard during any calendar
           month, Service Provider shall deliver to Service Recipient within _______ Business Days
           after the close of the month in which the failure occurred, a written plan of corrective action
           describing the steps that Service Provider will take to cause Percentage Response Time to
           achieve the standard during the current month and each month thereafter. Service Recipient
           may comment on this plan, and Service Provider shall carry out the steps set forth in such
           plan, as modified in response to Service Recipient’s suggestions.

       b. Failure to Fulfill Standard over Several Months

           If Percentage Response Time fails to meet the preceding standard in any ___ months during
           a six-month period, Service Provider shall meet with Service Recipient’s representative at
           Service Recipient’s request to determine a course of action. Service Recipient may make
           commercially reasonable requests to Service Provider to add redundant facilities, eliminate
           single points of failure, replace components and otherwise to supply additional resources that
           are reasonably designed to improve Percentage Response Time. Funding for additional
           resources requested by Service Recipient is subject to negotiation.


C. Problem Management and Service Restoral


   1. Definitions

       “Service Restoral Time” is the period elapsed from the time Service Recipient notifies Service
       Provider or when Service Provider otherwise is made aware that the Service has been interrupted
       until the time that Service Provider has diagnosed the Problem, restored the Service and
       communicated this back to Service Recipient.

   2. Measurement Responsibility

       At least monthly and in a format agreed between Service Provider and Service Recipient, Service
       Provider will prepare and distribute to Service Recipient and relevant Service Provider support
       personnel a Problem Summary report. This report will provide detail on individual problems
       occurring, on the steps Service Provider took to resolve them and the Service Restoral time. The
       report also will contain summary information as agreed between Service Recipient and Service
       Provider. Examples of summary information can be found in the SLA Template User’s Guide.
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    3. Service Level Standards

          Each problem is given appropriate attention using a standard priority classification. It is the
          responsibility of the Service Recipient and Service Provider working with support groups, to
          properly classify the severity of a problem. The severity level is assigned based on the
          standards stated in the Terms and Definitions section of this SLA.

          Most problems should be resolved quickly via standard, documented operational procedures.
          All Severity 1 Problems that cannot be resolved within 15 minutes should be assigned a
          Problem Director. All Severity 2 Problems that cannot be resolved within specified targeted
          timeframes are also assigned a Problem Director.

          Service Provider shall make reasonable efforts to respond to Service Recipient’s request for
          assistance in correcting a Problem or creating a workaround for one. Service Provider’s
          response shall include assigning fully qualified technicians to work with Service Recipient to
          diagnose and correct the Problem or create a workaround for it that will lead to service restoral
          within the timeframes for each Severity level, specified below.

        a. Severity 1 Problems

            For Severity 1 Problems, Service Provider shall take steps to restore the Service within four
            (4) hours or less after Service Recipient reports the Problem or Service Provider otherwise
            becomes aware of the Problem. These steps shall include assigning fully qualified
            technicians to work with Service Recipient without interruption, 24 hours per day, until
            Service Provider restores the Service.

        b. Severity 2 Problems

            For Severity 2 Problems, Service Provider shall take steps to restore the Service within
            twelve (12) hours or less after Service Recipient reports the Problem or Service Provider
            otherwise becomes aware of the Problem. These steps shall include assigning fully qualified
            technicians to work with Service Recipient without interruption, 24 hours per day, until
            Service Provider restores the Service.

        c. Severity 3 Problems

            For Severity 3 Problems, Service Provider shall take steps to restore the Service within 48
            Business Hours or less after Service Recipient reports the Problem or Service Provider
            otherwise becomes aware of the Problem. These steps shall include assigning fully qualified
            technicians to work with Service Recipient during Service Recipient’s regular Business Hours
            until Service Provider restores the Service.

    4. Failure to Fulfill Service Level Standards

        a. Failure to Fulfill Standards Over One Month

            If any Service Restoral Time fails to meet the preceding standard during any calendar month,
            Service Provider shall deliver to Service Recipient within _______ Business Days after the
            close of the month in which the failure occurred, a written plan of corrective action describing
            the steps that Service Provider will take to cause Service Restoral Time to achieve the
            standard during the current month and each month thereafter. Service Recipient may
            comment on this plan, and Service Provider shall carry out the steps set forth in such plan, as
            modified in response to Service Recipient’s suggestions.


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        b. Failure to Fulfill Standards Over Several Months

            If any Service Restoral Time fails to meet the preceding standard in any three (3) months
            during a six-month period, Service Provider shall meet with Service Recipient’s
            representative at Service Recipient’s request to determine a course of action. Service
            Recipient may make commercially reasonable requests to Service Provider to add redundant
            facilities, eliminate single points of failure, replace components and otherwise to supply
            additional resources that are reasonably designed to improve Service Restoral Time.
            Funding for additional resources requested by Service Recipient is subject to negotiation.


D. Summary of Service Level Standards
    Instructions: Insert in the blanks below the negotiated figures for (a) Each service percentage and
    threshold, (b) measurement responsibility, (c) timeframe in which to submit a plan for corrective
    action, and (d) timeframe in which Service can fail to meet Standard over a six-month period. Expand
    this matrix to include additional standards documented in the Agreement.

                                  3.1 Service           3.2 Transaction Response       3.3 Service Restoral
                                  Availability                    Time                         Time
     Definition             % of scheduled time          % of Transactions with        Time from problem
                            actually available for       Response Time within         awareness to service
                            access to the service              Standard                      restoral
     Service Level                                       _____ % Transactions       Service restored within __
     Standard (SLS)                                      completed within less         hours for Severity 1
                                                         than or equal to ____       problems and __ hours
                                                                seconds              for Severity 2 problems
     Measurement
     Responsibility

     Failure to             Average Availability %       Percentage Response         Service Restoral Time
     achieve over one       that fails to meet SLS       Time fails to meet SLS     fails to meet SLS for any
     month threshold                                                                 Severity 1 or 2 problem
     Action               Provider submits plan for     Provider submits plan for   Provider submits plan for
                          corrective action __ days     corrective action __ days   corrective action __ days
                               after month end               after month end              after month end

     Failure to             Average Availability %        Percentage Response         Any Service Restoral
     achieve over         that fails to meet SLS for      Time that fails to meet     Time that fails to meet
     several months –       any __ months over 6-        SLS for any __ months       SLS for any __ months
     threshold                   month period              over 6-month period         over 6-month period
     Action                 Provider will meet with       Provider will meet with     Provider will meet with
                             Service Recipient to          Service Recipient to        Service Recipient to
                           develop action plan that      develop action plan that    develop action plan that
                           Provider will implement       Provider will implement     Provider will implement




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                                                                                         Project Title
                                                                          Internal Service Level Agreement




V. Approval / Contact Information
Provide contact information for those who are/were involved in the creation of the Internal Service Level
Agreement, and indicate who approved it.

        NAME                        ROLE                   PHONE          Approval
                                                                          Required?
                           Champion / Sponsor                                
                           Change Manager / Belt                             
                           Service Provider Rep                              
                           Service Recipient Rep                             
                           Author




© Copyright 2012 Docstoc Inc. registered document proprietary, copy not                        16
                                                                                        Project Title
                                                                          Internal Service Level Agreement


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Template Revision History

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© Copyright 2012 Docstoc Inc. registered document proprietary, copy not                       17
                                                                                                                    Project Title
                                                                                                Internal Service Level Agreement

				
DOCUMENT INFO
Description: The Internal Service Level Agreement facilitates the negotiation and documentation of service agreements between internal providers (Technology, Process, or Support) and business partners they support.  This agreement contains a title page that gives a description of the agreement, a table of contents, the actual agreement, and a page that defines important terms within the agreement.  This document in its draft form contains numerous of the standard clauses commonly used in these types of agreements; however, additional language may be added to allow for customization to ensure the specific terms of the parties’ agreement are addressed.  Use this agreement to facilitate the negotiation and documentation of service agreements between internal providers and business partners they support.
This document is also part of a package Technology Services and Agreements 38 Documents Included