Appendix B: Sample SLA
Published: April 25, 2008
The following is an example of a basic service level agreement (SLA) for the Desktop Computing Service. The first incarnation of an SLA should be basic, covering only the essential details. Keep in mind that the SLA is a customer document and should be kept free of technical jargon.
Service Level Agreement
Desktop Computing Service
Created: 17 May 2007
Reviewed: 17 May 2007
SERVICE LEVEL AGREEMENT FOR THE DESKTOP COMPUTING SERVICE
Provider Signature: __________________________________ Date: ___________
Customer Signature: _________________________________ Date: ___________
The agreement covers the provision and support of the Desktop Computing Service, which provides the computer hardware for desktop and mobile computing, as well as the software and access to the infrastructure and other services in the service catalog. This service will be provided to the Customer above.
This agreement remains as valid until revised, and will be reviewed annually, with further reviews in the case of a breach of this agreement. There is a section for mutually endorsed minor changes at the end of this document.
The DESKTOP COMPUTING SERVICE consists of the hardware, software, and supporting infrastructure for end-user personal computers running the Windows Vista operating system. The basic installation includes the hardware itself, Windows Vista Business edition, the 2007 Microsoft Office suite, access to other internal services as detailed in ancillary agreements, as well as limited support for the public Internet.
Service Support Hours
Customers can expect support for the service to be available during all regular business hours, as well as extended hours during tax season (closest weekdays around April 7-21). All times listed are for Pacific Time.
Regular hours: Monday - Friday, 8:00 A.M. to 5:00 P.M.
Extended hours: Monday - Friday 7:00 A.M. to 7:00 P.M., Saturdays 9:00 A.M. to 2:00 P.M.
Support cannot be expected on weekends or on all holidays that the bank observes.
Additionally, the hours of 4:00 P.M. to 6:00 P.M. on the first Sunday of every month are reserved for system maintenance, and prior notification (one week or more) will occur if the service will be out during those times.
If these detailed service times are found to be unacceptable, the Customer may request an SLA review for re-evaluation.
The point of contact for users will be through the Service Desk.
Internal Web: http://servicedesk
Phone: x2911 or 206-555-2911
Outside of normal operating hours, the following e-mail will be monitored:
If all Service Desk agents are unavailable, an effort to return all messages (with a telephone call) within 10 minutes will be made. More than 99 percent of all Service Desk contacts will be handled within 10 minutes of message receipt.
Incident resolution will happen 95 percent of the time in fewer than 2 hours for nominal incidents, and 30 minutes for complete outages of the service.
Desktop Service is required along with Network/Intranet for access to other services. Required availability for these services is 99.5 percent uptime, not counting planned maintenance times.
The 99.5 percent availability metric will be measured by a rolling 6-month period.
The service is guaranteed not to break more than three times per year. A break is defined as the loss of access to a vital business function.
Designed for high performance, the desktop should not keep the user waiting for response to an input for more than two minutes out of any five-minute window. Any failures must be reported to the Service Desk for incident resolution.
Change Management Procedures
Any proposed changes by the Customer must be submitted through the Service Desk for review. A notice of acceptance/denial and reason for such must be within five business days of the next CAB meeting for Normal changes, or three days for Standard changes. Emergency changes will be dealt with immediately by the Service Desk Manager.
IT Service Continuity
In the case of a major catastrophe with hardware loss, desktop computers and infrastructure will be leased from various providers. If such a case occurs, relocation of offices will likely also be necessary. Details for business continuity will be provided in such an event.
Strong passwords must be used to access all IT services, including desktop logon. These will be enforced through the Windows Vista Group Policy features. Strong passwords are defined as having more than eight characters, not matching standard “dictionary” definitions, and having at least three of the following five characteristics:
Also provided with the Desktop Service will be antivirus, spyware/malware protection, and firewall protection.
There will be a flat fee of $700 per desktop per year for hardware provision, software, and support and maintenance of the service.
Rebates of $50 per hour per PC for outages beyond the agreed levels will be provided.
Reviews of the service will be conducted by Service Level Management in conjunction with the Customer at least annually, as well as after a major outage or change.