Definition of Service Level Agreement

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					        SERVICE LEVEL AGREEMENT (SLA)
            HEADS OF AGREEMENT




               Definition:

                A Service Level Agreement (SLA) is a commitment agreed between the
                customer and service provider where a contract is not appropriate.

                This definition includes:

                     Term of Agreement
                     SLA Framework
                     Parties
                     Monitoring and Review/Quality
                     Escalation process
                     Warranties and Disclaimers
                     Pricing




File:             20100505_LGA_SLA_v0.1.doc

Prepared by:      LSG Account Managers
                  Cherie Summers
                  Sue Duff

Date:              June 2010
                             Service Level Agreement


                       Local Government Association


This is a confidential document. No part of it may be copied, reproduced, translated
or reduced to any electronic medium or machine readable form without prior written
consent from the appropriate release authority.
The document should not be circulated outside the Department for Transport, Energy
and Infrastructure (DTEI) without the written consent of the release authority listed
below. Where no release authority is listed, the written consent of the Executive
Director, Land Services must be obtained.


Document Information and Revision History

Version   Date       Comment                                      Author
                      st
0.1       5/5/2010   1 draft                                      Cherie Summers




Release Authorisation

                                  File Name 20100505_LGA_SLA_v0.1.doc
                                    Version
                               Release Date
                           Release Authority
                 Release Approval Number


All hard copies of this document are uncontrolled. Refer to the file held on the
Intranet relevant to this product for the authorised version.
                                                                    Contents

1.      INTRODUCTION ...................................................................................................................... 6
     1.1.      STATEMENT OF INTENT ......................................................................................................... 6
     1.2.      SCOPE ................................................................................................................................... 6
     1.3.      DEPENDENCIES ..................................................................................................................... 6
     1.4.      OBJECTIVES THE KEY OBJECTIVES OF THE SLA INCLUDE: .................................................... 7
2.      DEFINITIONS ........................................................................................................................... 7

3.      REFERENCE DOCUMENTS .................................................................................................. 7

4.      TERM OF AGREEMENT ........................................................................................................ 7
     4.1.      VARIATIONS .......................................................................................................................... 7
     4.2.      TERMINATION ....................................................................................................................... 8
5.      SLA FRAMEWORK ................................................................................................................. 8

6.      PARTIES .................................................................................................................................... 8
     6.1.      PROVIDER DETAILS ............................................................................................................... 8
     6.2.      PROVIDER RESPONSIBILITIES ................................................................................................ 9
     6.3.      CUSTOMER DETAILS ............................................................................................................. 9
     6.4.      CUSTOMER RESPONSIBILITIES ............................................................................................... 9
7.      MONITORING AND REVIEW / QUALITY ......................................................................... 9
     7.1.      QUALITY ............................................................................................................................... 9
     7.2.      CONTINUOUS IMPROVEMENT ................................................................................................ 9
     7.3.      METRICS / REPORTING ........................................................................................................ 10
     7.4.      DISASTER RECOVERY ......................................................................................................... 10
     7.5.      KEY PERFORMANCE INDICATORS ........................................................................................ 10
     7.6.      MONITOR/REVIEW SERVICE LEVEL ...................................................................................... 10
8.      ESCALATION PROCESS ...................................................................................................... 11

9.      WARRANTIES AND DISCLAIMERS ................................................................................. 12
     9.1.      DATA DISCLAIMER ............................................................................................................. 12
     9.2.      TERMS AND CONDITIONS OF USE FOR DATA ........................................................................ 12
     9.3.      GOVERNMENT INFORMATION LICENSING FRAMEWORK ...................................................... 12
     9.4.      DATA MANAGEMENT .......................................................................................................... 12
10.         PRICING .............................................................................................................................. 13
     10.1.    STATUTORY PRODUCTS................................................................................................... 13
       10.1.1. Valuation roll ............................................................................................................ 13
       10.1.2. PropertyAssist ............................................................................................................ 13
     10.2.    PAYMENT/CHARGES ....................................................................................................... 13
11.         AGREEMENT SIGNATORIES......................................................................................... 14
Service Level Agreement                                                                        Land Services Group




Customer Relationship Model

The Customer Relationship Model outlines the different levels, roles and responsibilities of
relationship management (for both parties).


                                                                                   Roles and Responsibilities
                     Customer                                 Service Provider

                                                                                   Executive management
                   CEO/Executive                                                   Executive ownership
                                        Executive Sponsor     Executive Director
                     Director                                                      Dispute resolution




                                                                                   Relationship management
                  Customer Director   Escalation Management        Director        Problem escalation
                                                                                   Solution management
     Escalation




                                                                                   Single point of customer contact
                                                                                   Tracking service delivery to SLA
                     Customer
                                       Solution Management    Account Manager      Facilitate review process
                     Manager
                                                                                   Continuous improvement
                                                                                   Relationship management



                                                                                   Problem escalation
                     Business                                                      Call management
                                       Contract Management    Business Owner
                   Representative                                                  Maintain issue register
                                                                                   Facilitate regular communication




Customer Relationship Model Contact List


Provider - Land Services Group

 Business Unit Name and                        Contact
                                                                         Phone                      Email
    Relationship type                       Title & Name
                                      Senior Advisor Audit and
State Valuation Office                                                              Alan.reid@sa.gov.au
                                      Compliance                     8226 4250
Business Owner
                                      Gavin Lyons
                                      Account Manager
Customer Service Branch
                                      Cherie Summers                 8204 9410      Cherie.summers@sa.gov.au
Account Manager

Customer Service Branch               Account Manager                               Sue.duff@sa.gov.au
                                                                     8226 9384
Account Manager                       Sue Duff




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Service Level Agreement                                            Land Services Group




Customer – Local Government Association

 Business Unit Name and        Contact
                                                 Phone                Email
    Relationship type       Title & Name




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Service Level Agreement                                                                    Land Services Group



1.      Introduction
This is a Service Level Agreement (SLA) between Land Services Group (LSG) (Provider)
and Local Government Association (Customer).

1.1.    Statement of Intent
The intention of this SLA is to document all service/s and service levels (”Services”)
between LSG and Local Government Association. This SLA reflects the parties’
commitment to a relationship including rights and responsibilities to be upheld. The
achievement of SLA targets of this agreement is contingent on clear expectations of each
others roles and responsibilities.

1.2.    Scope
This SLA recognises the business relationship that exists between LSG and the customer.
Its purpose is to enhance this relationship by defining the levels of service required.

Any additional or extended services required by the customer will be negotiated and
documented in Appendix A - template.

1.3.    Dependencies
LSG endeavours to provide a quality and timely service to customers. Services may,
however, be dependent on external service providers including:

    HP Enterprise Services Australia Pty Ltd (HPES)
    DTF/DTEI ICT for systems support
    Shared Services SA (SSSA)

Dependency Diagram
                                                     HPES is a whole of government infrastructure/
                        HPES /                       hosting service provider which works through
                     Dimension Data                  SSSA and DTF ICT services to provide
                                                     services relating to network/infrastructure
                                                     availability, integrity and security.


                                                     SSSA ICT Services provides a range of ICT
                                                     services which play a key role in the support of
                           SSSA                      business needs, both operationally on a day to
                                                     day basis and strategically through ICT
                                                     solutions and planning.


                                                     DTF ICT provides a range of ICT services
                          DTF ICT /                  which play a key role in the support of
                          DTEI ICT                   business needs, both operationally on a day to
                                                     day basis and strategically through ICT
                                                     solutions and planning



                                        Land Services Group




                    SLA                    SLA                               SLA



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Service Level Agreement                                                             Land Services Group




1.4.    Objectives The key objectives of the SLA include:

    a co-operative relationship between all parties
    a single, easily referenced document detailing responsibilities of all parties
    high quality service
    terms for commencement, duration and review
    reporting processes
    dispute escalation and resolution processes

2.      Definitions
 CEO                          Chief Executive Officer
 DTEI                         Department for Transport, Energy and Infrastructure
 DTF                          Department of Treasury and Finance
 GILF                         Government Information Licensing Framework
 HPES                         HP Enterprise Services Australia Pty Ltd
 ICT                          Information Communication Technology
 ISMG                         Information Management Security Framework
 KPI                          Key Performance Indicators
 LGA                          Local Government Association
 LSG                          Land Services Group
 SLA                          Service Level Agreement
 SSSA                         Shared Services SA

3.      Reference Documents
Title                                               Author                  Date         Version
Shared Services SA – Interim ICT Service Level      Shared Services                      0.1
Determination



4.      Term of Agreement
The term of the agreement will be for a period of 2 years unless superseded by a revised
agreement commencing xxxxxxx


4.1.    Variations
The agreement needs to remain relevant to the business and service needs of all parties.
Therefore, a variation may be sought during the term of the agreement in consultation and
agreement of both parties.
Note: A history of any variations to the SLA can be found in Appendix A.




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Service Level Agreement                                                         Land Services Group


4.2.     Termination
Either party may terminate this agreement provided it gives 6 months notice in writing to
the other party. The agreement may also be terminated with less than 6 months notice,
but only if mutually agreed by both parties.


5.       SLA Framework
SLA framework is comprised of:

        Service Level Agreement - a heads of agreement
        Core Service Catalogue - core and other services – a source of all LSG Services
         delivered and/or received
        Service Definition –
          contains the specific details for each service
          defines service levels for customers.


                                                SLA
                                              (Heads of
                                             Agreement)




                             Core Service                       Other Service
                              Catalogue                          Catalogue




                                                          Service Definition
                                                              template




6.       Parties
6.1.     Provider Details
         Department for Transport, Energy and Infrastructure
         Land Services Group
         101 Grenfell Street
         Adelaide SA 5000


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Service Level Agreement                                                   Land Services Group


6.2.     Provider Responsibilities
In terms of this SLA, LSG will undertake to:

        meet the requirements of the agreement
        provide the Services as defined in this agreement
        respond to requests (including escalation requests) in a timely and professional
         manner
        provide regular reporting
        meet response times associated with the priority assigned to issues
        retain records and provide access to these records
        ensure the availability of a representative(s) as required
        ensure relevant staff are aware and comply with the SLA
        ensure service agreements exist for third party support contracts that impact service
         levels

6.3.     Customer Details
         Local Government Association
         148 Frome Road
         Adelaide 5000

6.4.     Customer Responsibilities
In terms of this SLA, customers will undertake to:

    make available customer representative(s) as required
    provide the Services as defined in this agreement
    provide timely replies/responses to queries in resolving issues
    ensure staff are fully trained in the use of the supported applications
    ensure relevant staff are aware of and are compliant with the SLA
    provide feedback on the quality and timeliness of service delivery
    use of data is compliant with government policies on privacy and security
     (See section 9.2 and 9.5)

7.       Monitoring and Review / Quality

7.1.     Quality
The quality of Services delivered under this SLA will be formally monitored and reviewed
annually by the Account Manager to provide a basis for quality control. Any deficiencies
identified between the expected Services and those delivered will be addressed.
Any concerns regarding the quality of Services should be raised, in the first instance, with
the relevant business owner as per the Customer Relationship Model.


7.2.     Continuous Improvement
This agreement outlines minimum levels of service. The intent of the provider is to provide
a Service subject to continuous improvement processes, incorporating feedback from the
customer. The parties will actively seek opportunities to enhance the service delivery to
ensure that the customer receives the optimum service available.
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Service Level Agreement                                                   Land Services Group




7.3.     Metrics / Reporting
The Account Manager will provide regular performance metrics:

        service availability –
            o measured against daily delivery expectations, issue log and escalation
                process
        service satisfaction –
            o measure against Customer Satisfaction Survey
            o customer meetings to review overall status of the Services, identify issues
                and set goals and objectives for the future period.
Regular reporting to provide details on performance in line with service definition key
performance indicators (KPI).


7.4.     Disaster Recovery
Any event that interrupts business due to loss or denial of information required for normal
operations qualifies as a disaster.
Refer to the service definition for business continuity/disaster recovery information.


7.5.     Key Performance Indicators
The provider will use best endeavours to satisfy KPI’s for Services set out in the service
definition document.


7.6.     Monitor/review service level
Both parties will review the SLA after 12 months and three months prior to its expiration.
The SLA may also be reviewed at any other time by either party based on changes
including:

   significant level of Services required
   provider’s ability to deliver Services
   structure of the customer’s business

Reviews may include:

   effectiveness and accuracy of the SLA
   appropriateness of metrics/reporting
   quality of services being delivered
   feedback from the customer on services
   clarify/change responsibilities.




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Service Level Agreement                                                                   Land Services Group


8.         Escalation Process

The SLA intends that disputes will be resolved through consultation, cooperation and
discussion to minimise/avoid interruption of service delivery. All issues should be
addressed through the business owner (as per the customer relationship model) and all
efforts should be made to resolve at this level. Should a dispute arise, resolution should
be attempted at each level prior to elevation to the next level. Parties to the agreement will
communicate issues clearly and include:
     contact details of initiating officer
     priority level of the issue (refer to Service Definition document)
     if the problem is being notified in person the initiator must submit request via email


                                         Escalation Process


       Issue provided to          Business Owner                Issue resolved to
        Business Owner              investigates              customer satisfaction




                                    Issue NOT
                                    resolved to
                                     Customer
                                    satisfaction



                                                                                           Issue documented and
                             Account Manager reviews
                                                                                             provided to Account
      Issue escalated to        in consultation with            Issue resolved to
                                                                                            Managers to feed into
      Account Manager       Customer and recommends           customer satisfaction
                                                                                          continuous improvement
                                      solution
                                                                                                   process



                                   Issue NOT
                                   resolved to
                                    Customer
                                   satisfaction



                            Account Manager reviews
                               in consultation with
      Issue escalated to                                         Issue resolved to
                              Customer, Director or
           Director                                            customer satisfaction
                            General and recommends
                                     solution




     Issue escalated to        Director reviews in
                                                                 Issue resolved to
    Executive Director or   consultation with Executive
                                                               customer satisfaction
       CEO to resolve                 Director




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Service Level Agreement                                                Land Services Group


9.     Warranties and Disclaimers

9.1.   Data Disclaimer
Non Statutory Data
The provider does not warrant any data supplied pursuant to a service definition contained
within this agreement to be accurate, current, complete or suitable for any purpose. The
customer should inform the provider in the event the customer believes there may be an
error in the data.

Statutory Data
Valuation Roll data provided for rating and taxing purposes as prescribed under the
Valuation of Land Act 1971.


9.2.   Terms and Conditions of use for data
Parties to this agreement acknowledge that the use of data supplied pursuant to a service
definition appended to this agreement, in particular personal information, is to be in
accordance with Cabinet Instruction 1/89 Information Privacy Principles.

9.3.   Government Information Licensing Framework
Both parties acknowledge that implementation of the South Australian Government
Information Licensing Framework (GILF) will establish new arrangements for the sharing
of data within Government. Implementation of the GILF will include common standards for
the use of government information.

9.4.   Data Management
Both parties will have access to information, documents, reports or other relevant
documents relating to third parties. In addition, ensure appropriate confidentiality and
privacy arrangements are in place with respect to policy, legislation, data and routine
business operations.

The provider retains custodianship of data used by the customer as part of the process of
delivering services as specified in the Service Catalogue and Service Definition. The
customer will give the provider access to this data, subject to dependencies with their ICT
provider and a reasonable period of notice. Release of data to third parties by the
customer will be at the provider’s discretion.

9.5    Information Security Management

Parties to the agreement are responsible for managing their ICT systems in compliance
with the Government's Information Management Security Framework (ISMF). The
framework provides policies, standards, guidelines and control mechanisms to address all
aspects of information security. These include physical and logical access controls, data
integrity and confidentiality.




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Service Level Agreement                                                   Land Services Group


10.     Pricing
Pricing for services identified will be formally reviewed to align with the agreed SLA review
process. Variations in the price for services may be required but not limited to:
 resource requirements
 agreed service levels
 agreed performance levels
 input costs of third party providers.


10.1. Statutory Products
The fee for regulated products provided by the Land Services Group is determined through
the annual fees and charges process mandated by Cabinet.

      10.1.1.Valuation roll
      The fee for a copy of the Valuation Roll is based on full cost recovery and determined
      under the Valuation of Land Regulations 2005. This includes, ICT maintenance and
      support costs for current services that relate to the Valuation Roll described in the
      Core Service catalogue.
      Enhancements or new work initiated by LGA may incur additional costs.

      10.1.2.LOTS/PropertyAssist
      LOTS/PropertyAssist and other online Land Services Group applications deliver a
      number of statutory products.      These fees apply to all private and public sector
      agencies unless there is a statutory charging exemption.

10.2. Payment/Charges
Future payment schedules and amounts may be varied by mutual agreement in response
to overriding DTEI budget decisions and directions, as determined from time to time by the
Executive Director.

Refer to Shared Services SA – Interim ICT Service Level Determination v0.1




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Service Level Agreement                                                Land Services Group



11.    Agreement Signatories
Executed as an Agreement for a period of 2 years on the:

                                        _____________________________
                                                   Date

Signed by an authorised representative of the customer

Name:         ___________________________
Address 1:    ___________________________
Address 2:    ___________________________
Suburb:       ___________________________


                          _______________________________
                                                Title


                                        _______________________________
                                                   Name


                                        _______________________________
                                                   Signature

Signed by an authorised representative of the Provider:
Land Services Group
101 Grenfell Street
Adelaide 5000
                                        _______________________________
                                                      Title


                                        _______________________________
                                                   Name


                                        _______________________________
                                                   Signature




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Appendix A – SLA Variation Form Summary

Variations: These are the variations agreed between Land Services Group and Local Government Association

Variation   Date     Clause                          Change                         Authorisation   Document Version Number
Number              Reference




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