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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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