service level agreement
DESCRIPTION
This SLA defines the services and the scope thereof,,of the cost and responsibilities provided by The Metcalf Technology Consulting Group to ABC123 School District, with respect to Tier 1 Technical Support. This agreement incorporates all of the services which are specific to The Metcalf Group Services.TRANSCRIPT
Service Level Agreement (SLA)
Between The
The Metcalf Group- Technology Consulting
And the
ABC123 School District
For
Tier 1 Technical Support
Prepared by
The Metcalf Group
Effective Date: 03/25/2013
IT 6413 IT
Service Delivery Spring 2013
The Metcalf Group- Members: Diane M. Metcalf xxxxx xxxxxx xxxxxxxi
Contents
Document Control ................................................................................................................. 4
Release ........................................................................................................................................ 4
Distribution List .......................................................................................................................... 4
1. Introduction ...................................................................................................................... 5
1.1 Signatures for Approval of Service……………………………………………………….5
2. Service Description .......................................................................................................... 6
2.1 Scope ................................................................................................................................ 6
2.2 Services Provided ............................................................................................................. 6
2.3 Service Provisioning ........................................................................................................ 6
2.5 Service Availability .......................................................................................................... 8
2.6 Exclusions ........................................................................................................................ 8
2.7 Service Reliability ............................................................................................................ 8
2.8 Service Tracking and Reporting Procedure ..................................................................... 8
3. Support scope and Procedures ....................................................................................... 10
3.1 Hardware Support .......................................................................................................... 11
3.2 Software Support ............................................................................................................ 11
3.3 Services Not Supported .................................................................................................. 11
3.4 Responsibilities .............................................................................................................. 11
3.4.1 The Metcalf Group- Responsibilities Shall Be: .................................................. 11
3.4.2 ABC School District Responsibilities Shall Be: ................................................. 11
3.4.3 Support Procedures ............................................................................................. 12
3.5 Contact Points and Escalation ........................................................................................ 12
4. Service Performance ...................................................................................................... 15
4.1 Service Turnaround Time............................................................................................... 15
4.2 Service Quality Measurement ........................................................................................ 15
5. Change Management ...................................................................................................... 17
5.1 Customer's Change Management Process ...................................................................... 17
6. Pricing ............................................................................................................................ 18
7. Appendices ..................................................................................................................... 19
Appendix A: Supported hardware list: ...................................................................................... 19
Appendix B: Supported software list: ....................................................................................... 19
Document Control
Release
Version Date Released Change Notice Pages Affected Remarks
Version 1.0 3/25/2013 First Release All
Distribution List
Name Organization
ABC123 School District Business Management ABC123 School District
ABC123 School District IT Department ABC123 School District
The Metcalf Group- Technology Consulting Tier 1 Professional Service
The Metcalf Group- Technology Consulting
The Metcalf Group- Technology Consulting Sales Department The Metcalf Group- Technology Consulting
1. Introduction
This Service Level Agreement (SLA) defines the services, the scope thereof, cost and
responsibilities provided by The Metcalf Group- Technology Consulting (The Metcalf
Group-) to ABC123 School District, with respect to Tier 1 Technical Support– basic support
for user problems.
This agreement incorporates all of the services which are specific to The Metcalf Group-
Services. No prior agreements, verbal or otherwise, of the parties or their agents shall be
valid or enforceable unless embodied in this agreement.
1.1 Signatures for Approval of Service
The signatures below indicate that the CUSTOMER and the PROVIDER agree to abide by
all of the terms and conditions contained herein:
Approvers Role Signed Approval Date
The Metcalf Group- Technology
Consulting
Tier 1 Technical Support
ABC123 School District End User
Thank you for choosing The Metcalf Group- as your solution provider
2. Service Description
The The Metcalf Group- Tier 1 Technical Support shall be the single and first point of
contact with ABC123 School District IT infrastructure users. The Helpdesk shall be
responsible for taking ownership of issues that are reported by users, in the scope of this
SLA, and for resolving such, under SLA defined timeline and procedures.
Tier 1 Technical Support shall provide assistance with issues in the following: hardware,
software, network, and other IT machines that are owned by ABC123 School District. Issues
that are outside of this scope shall be directed to the appropriate support team by Tier 1
Technical Support.
2.1 Scope
The Metcalf Group- Services shall provide each component (offices, departments, schools,
central office, and superintendent) with user friendly, “low level” tier 1 technical support.
Please refer to Appendix A and B for the scope of support.
Issues may occur which necessitate the escalation of the incident to a higher level of
technical support. In this case, the incident and all associated documentation regarding the
issue will be sent to the ABC123 School Districts Network Infrastructure IT department.
2.2 Services Provided
The Metcalf Group- Services shall provide the following services defined within the below
sub sections:
Prompt and responsive technical support
Continuous troubleshooting efforts until problem resolution or escalation
Follow up phone call, post resolution
Suggested prevention measures
Emergency system imaging
2.3 Service Provisioning
Communications between the CUSTOMER and the PROVIDER shall be documented via
the following procedures:
Users will report a technical issue in one of two ways:
1. The user will open a tech “ticket” via the given URL,
2. The user will call the Help Desk directly via the given telephone number.
Each ticket or phone call shall be referred to as an “incident”. All incidents will be assigned
a priority based on urgency and impact.
In recognition that the resolution of an issue is dependent upon variables which influence the
amount of time necessary to resolve the issue, (i.e. the need for parts to be ordered and
installed, or for software to be upgraded or reinstalled), the following "target resolution"
timetable shall be implemented:
Service priority and target response time:
Priority: Ranks: Criteria: Target Response Time:
1 Emergency Affects more than five individuals; or is mission critical and there is no workaround available.
Will call or page technicians for immediate response within the first hour.
2 Critical Affects one to five individuals, no workaround available. Initial response within 4 working hours.
3 Urgent Affects fewer than five people, workarounds available.
Example: Can't access internet from one computer, but could use internet on another computer.
Initial response within one working day.
4 Standard Preventing the completion of necessary work but not urgent work, needs to be resolved.
Examples: Monitor showing b/w instead of color. CD player has no sound.
Best effort as time allows. Initial response within three working days.
Standard (3 days) - Single user affected.
User requests general information, service or consultation, reports degraded
performance of IT resource, or difficulty with usage
Urgent (1 day) - Small group of users directly affected
IT resource is available but is experiencing degraded performance and/or is difficult
to use.
Critical (4 hours) - Multiple users or departments are directly affected.
Incident has serious impact on critical tasks
No workaround is available
IT Resource cannot function as designed and installed
Emergency (1 hour) - Entire enterprise is affected
Core business process cannot be continued
2.5 Exclusions:
The Metcalf Group- will not guarantee resolution times for the following situations:
A. Problems that are referred to third party service provider.
B. When systems are defined as being in a disaster recovery mode.
2.6 Service Availability
The Metcalf Group- Services Help Desk availability:
(This schedule shall apply to all ABC123 School District school days in session, in
accordance with District calendar)
Monday – Friday - 6:00am – 6:00pm
Saturday - 9:00 - Noon
Email requests received outside of regular, posted, Help Desk hours will be collected,
however no action shall be guaranteed until the next business day.
Other Exceptions: Non-emergency or special event support shall not be available when the
ABC123 School District school system is closed due to holidays, administrative closings, or
inclement weather, war and disasters.
Any changes requested by the ABC123 School District to The Metcalf Group- Services
scheduled service hours must be approved by The Metcalf Group- Services Chief
Information Officer. The Metcalf Group- Services will retain a list of ABC123 School
District staff who are authorized to make schedule-change requests. Updating and
maintaining this list shall remain the responsibility of ABC123 School District.
Unauthorized requests will not be processed.
The Metcalf Group- Services will notify the ABC123 School Districts' designated contact
person, via telephone and/ or email , concerning the matter of emergency downtime, as soon
as emergency is discovered, and shall not exceed 30 beyond the discovery.
2.6 Service Reliability
In order to identify customer needs and acquire important feedback, The Metcalf Group-
Services shall administer an email based customer satisfaction survey upon incident closure.
Additionally, customers shall be encouraged to provide feedback at any time, by contacting
the The Metcalf Group- Services office, at: 770-123-4567
2.7 Service Tracking and Reporting Procedure
The Help Desk will maintain records of incoming requests as they are received, via the
implementation of tracking software. The Helpdesk staff shall determine the nature of the
problem and refer the query to the appropriate specialist. Please refer to section 2.3.
3. Support scope and Procedures
The Metcalf Group- shall provide the Tier 1 IT Support to ABC123 school district.
Although the scope of issues may vary in nature, examples of issues and support are
provided in the following table:
PC Hardware (only PC in ABC123 School District Network) Diagnosis malfunctioned PC
Order/Replace PC hardware
Reformat PC
Software (only software owned by ABC123 school district) Diagnosis malfunctioned PC software
Install PC software
Delete PC software
Reinstall PC software
Laptop Hardware Diagnosis malfunctioned laptop
Order/Replace laptop hardware
Reformat
Exchange laptop
Network Diagnosis network issue
Fix network issue
Instruct user to connect to secured network
Printers in ABC123 School District Network Diagnosis malfunctioned printers
Fix malfunctioned printers
Scanners in ABC123 School District Network Diagnosis malfunctioned printers
Fix malfunctioned printers
Copiers in ABC123 School District Network
Diagnosis malfunctioned printers
Fix malfunctioned printers
3.1 Hardware Support
The following Intel-based hardware constituting the majority of hardware used by ABC123
School District employees shall be fully supported: see appendix A for a detail list of
supported hardware.
3.2 Software Support
The following list constitutes the approved software installed on ABC123 School District
employees’ desktops and laptops and, as such, shall be fully supported: please see appendix
B for all supported software.
3.3 Services Not Supported
The Metcalf Group Help Desk shall not assist in installing, using, or troubleshooting any
products that are not in the list provided in Appendix B. In addition, Help Desk reserves the
right to remove any unsupported software if it is suspected that the software causes a
recurring problem.
3.4 Responsibilities
3.4.1 The Metcalf Group- Responsibilities Shall Be:
Expertly handling customer support requests by industry certified personnel
Logically troubleshooting end users IT issues
Concentrating on a resolution at the lowest level, before escalating
Recording customer incidents within the Problem Management System
Assisting by way of verbal instructions, or remote control tools
Documenting solutions in a concise and accurate manner, for search ability,
for later use
Answering technical questions using terminology that the end users will
understand
Escalating the issues to the appropriate Tier 2 support when it is necessary
3.4.2 ABC School District Responsibilities Shall Be:
Inform staff the contact number of Tier 1 IT Support
Inform staff the scope of the issues that Tier 1 IT Support are responsible for
Staff in ABC123 School District of ABC123 School District needs to take
initiative to call The Metcalf Group- when issues occur
Staff in ABC123 School District needs to allow the agreed amount of time for
The Metcalf Group- to work on and solve the issue
Staff in ABC123 School District needs to provide clear description of the
issue
Staff in ABC123 School District needs to be able to follow simple verbal
instructions or allow The Metcalf Group- consultants to control their machine
remotely or onsite for troubleshooting and issue solving
ABC123 Internal IT support should take over the issues that are not solved by
The Metcalf Group- Tier 1 Technical Support
3.4.3 Support Procedures
Users who contact The Metcalf Group Help Desk for technology support shall provide the
following information:
name, employee ID, phone number, tag number of computer, location, office hours
provide a clear description of the problem
an alternate contact person's name and phone number
Procedures:
1. Document the request or problem
Requests or problems shall be captured by telephone or email
2. Log the call into the tracking software database
The technician shall open a call in the ITD database for all problems and
requests from the information provided by the user. Limited troubleshooting
will take place during the initial phone call. Follow ups will be done in Step
3.
3. Assigning calls
All calls logged in the database shall be assigned to the appropriate
technology support technician.
The technology support technicians shall contact the customer or the alternate
contact to follow up on the call. Contact shall be made via phone and/or
email.
4. Close the calls
All actions taken to resolve the call shall be recorded in the database. After
the call is successfully resolved, the call will be closed.
3.5 Contact Points and Escalation
The contact information for customers is listed below. This list shall be distributed to all
staff in ABC123 School District.
Email [email protected]
Customer Line – 1 1-800-123-1234
Customer Line – 2 1-800-123-5678
Website to submit incident www.abc123.techsupport.TheMetcalfGroup.com
Customer Center Address 123 Support Rd, Atlanta, GA
The customer center shall handle the hardware replacement, workstation exchange. Onsite
support shall be available for work that requires less than 4 hours to complete. Any issues
requiring more than 4 hours, shall be handled by the customer center. The Metcalf Group-
shall provide pick up service if needed.
The contact information for ABC123 School District IT Department :
Title Name Email Phone number Responsibilities
Tier1 Support Tech Lead
Mike Murphy
7703130000 Lead the technical team to solve technical issues, is the contact point for any technical related issues
Tier 1 Support Manager
Benjamin Brown
Benjamin.brown@ TheMetcalfGroup.com
7703131111 Manage incidents, prioritize for the team, track measurement, is the contact point for any management discussion items
There shall be two possible escalation scenarios that are recognized by The Metcalf Group-
Technical Support:
Scenario 1 – Out of Scope Issue:
1. Consultant decides the issue is out of the scope of SLA
2. Escalate to Technical Lead and Manager to confirm it is out of scope
3. Response to the ticket submitter and inform the submitter to contact the appropriate
IT support for the issue (refer table below to decide which IT support to direct to)
4. Close the ticket
Issues related to public website of ABC123 Internal IT support
Issues related to reporting Tier 2 Reporting and Analysis team
Issues related functions of ABC123 owned software
Tier 2 Functional Support team
Issues related to database Tier 2 Database management team
Scenario 2 – Unable to Solve the Issue
1. Consultant has spent 50% of the allowed time on one issue but have not discovered
the fix
2. Escalate to the technical lead
3. If technical lead solve the issue, close the ticket
4. If technical lead also has problem to solve the issue, escalate to Internal IT Support
5. Close the ticket
4. Service Performance
4.1 Service Turnaround Time
As stated in the section 2, service turnaround time shall be based on the priority of the issue.
4.2 Service Quality Measurement
In order to improve our service performance, The Metcalf Group- shall implement a
standard performance/quality measurement matrix that shall be reviewed twice per month
(the second and fourth Wednesdays of each month) by the team. The measurements that
shall be gathered are:
1. Average turnaround time by priority
2. Total incidents received by priority
3. Solved incidents by priority
4. Unsolved incidents priority
5. Overdue incidents
6. Customer satisfaction rating
After the close of each incident, a simple survey shall be sent to the customer to learn about
their experience and gather suggestions for improvement.
The Metcalf Group- shall utilize the results of the performance matrix in order to make key
business decisions, for example, to acquire more resources.
Examples of online satisfaction survey reports:
5. Change Management
5.1 Customer's Change Management Process
For tasks requiring more than 200 personnel hours, The Metcalf Group- Technical Support
team shall consider such task to be a project, and shall be tracked as such. The process of
initiating a project shall be:
1. Incident ticket is received
2. Assess the work effort
3. If it requires more than 200 personal hours, request ABC123 School District to
submit a Change Request ticket
4. All of the change request tickets will be reviewed and prioritized by the The Metcalf
Group- management weekly meeting
5. The work is decided to be performed will be assigned resource and timeline
6. The work is at low priority will be placed in the waiting queue, and reassess with
other coming change request
7. Once the work is completed, the change request will be closed
6. Pricing
The length of the contract shall be 2 years, and the breakdown cost for ABC123 School
District shall be as described below:
Service Fee to The Metcalf Group- $5000/month
Cancel contract penalty to both parties $10,000
Late payment fee to The Metcalf Group- $500 each instance
Payment in full shall be due on 3rd of each month. Failure to pay the service fee on time
shall result in a penalty, as described above. If payment is not received in full, 10 days after
the due date, The Metcalf Group- shall suspend all services until all fees are received in full.
7. Appendices
Appendix A: Supported hardware list:
Dell Optiplex Desktops
Dell Precision Workstations
Dell PowerEdge Servers
Dell Latitude Laptops
Apple Macintosh G3 & G4 PowerBook Laptops
Apple Macintosh G3, G4 and G5 Desktops
Apple MacintoshG3 & G4 iBook Laptops
Apple Macintosh G4 & G5 iMacs
Appendix B: Supported software list:
A- Operating Systems
Macintosh Operating System: OS X (10.6.x)
Windows Operating System: Windows 7 Enterprise
B- Productivity Tools
Word Processing: MS Word 2010
Spreadsheet: MS Excel 2010
Presentation: MS PowerPoint 2010
Web Page Editor: Adobe Dreamweaver
PDF Creation Utility: Adobe Acrobat 9
Reporting Tools: Hyperion Explorer
C- Utilities
Email Client:
Outlook 2010
Apple Mail (Mac)
Virus Protection:
Symantec Anti-Virus
Internet Browsers:
MS Internet Explorer 8+
Mozilla Firefox
Safari
Image Editors:
Photoshop Elements
Irfan View
Preview
Media Players:
Windows Media Player
RealPlayer
Quicktime
WinAmp
PDF Reader:
Adobe Acrobat Reader 9
Preview
Telnet Utility: SSH Secure Shell