Service Level Agreement

(Name of Product/Service)

This section is used to identify at-a-glance the document owner (contact point for changes and reviews), effective date and recent revision activity.

Example:

Effective Date: 12/01/2012 Next Review Date: 12/01/2013

Document Owner: Chris Roys, Enterprise Projects Officer

Version Date Revision / Description Author

ITS Service-Specific SLA Template Page 1 of 8 Template rev. 9/11/12

Table of Contents

1 General Overview.................................................................................................4

2 Service Description...............................................................................................42.1 Service Scope................................................................................................................................................4

2.1.1 Service Features......................................................................................................................................... 42.1.2 Business Need.............................................................................................................................................. 42.1.3 Boundaries of Service Features and Functions.............................................................................42.1.4 Environment Description....................................................................................................................... 5

3 Roles and Responsibilities.....................................................................................53.1 Parties..............................................................................................................................................................53.2 ITS Responsibilities...................................................................................................................................53.3 Customer Responsibilities......................................................................................................................53.4 Vendor Responsibilities...........................................................................................................................5

4 ITS Service Level Performance and Metrics...........................................................64.1.1 General Service Levels............................................................................................................................. 64.1.2 Specific Service Levels.............................................................................................................................. 6

5 Hours of Coverage, Response Times and Escalation..............................................65.1 Hours of Coverage......................................................................................................................................65.2 Incidents......................................................................................................................................................... 6

5.2.1 Incident Response...................................................................................................................................... 65.2.2 Prioritization............................................................................................................................................... 75.2.3 Service Request........................................................................................................................................... 7

5.3 Escalation.......................................................................................................................................................75.4 Information................................................................................................................................................... 75.5 Other Requests.............................................................................................................................................75.6 Service Exceptions to Coverage............................................................................................................7

6 Requesting Service................................................................................................7

7 Maintenance and Service Changes........................................................................7

8 Pricing..................................................................................................................7

9 Reviewing and Reporting......................................................................................89.1 System Performance and Availability Reporting..........................................................................89.2 SLA Reviews..................................................................................................................................................8

10 Approvals...................................................................................................................8

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1 General OverviewThis is a Service Level Agreement (“SLA”) between Consumer Organization and the Service Provider to document:

The Service Name Service The general levels of response, availability, and maintenance associated with

the service. The responsibilities of ITS as a provider of the service. The responsibilities of the clients receiving the service. The responsibilities of the vendor as provider of the service Deviations from the standard processes documented in the ITS Service

Catalog.

This Agreement is valid from last review date. Review is every two years, or as otherwise needed.

2 Service DescriptionFor more information about this service, please refer to the ITS Service Catalog.

2.1 Service ScopeGeneral Description goes here

2.1.1 Service Features List notable feature List notable feature List notable feature List notable feature

2.1.2 Business Need List user requirement List user requirement List user requirement List user requirement

2.1.3 Boundaries of Service Features and Functions List boundaries/limits to service List boundaries/limits to service List boundaries/limits to service List boundaries/limits to service

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2.1.4 Environment DescriptionBrief description of the environment the service lives in. Virtual, physical, special Vlans, production vs. development etc. Attachment diagrams can be added as an Appendix.

3 Roles and Responsibilities

3.1 PartiesThe following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder Title/Role Contact InformationService Manager Name

Service Name Service Manager

Contact Information

3.2 ITS ResponsibilitiesIn addition to the core set of infrastructure and technical support services that ITS provides as a part of its base service catalog of offerings, ITS will also provide the following specific services in support of Service Name:

Appropriate notification to Customer for all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communications Team.

3.3 Customer ResponsibilitiesCustomer responsibilities and/or requirements in support of this Agreement include:

Include any policy implications or responsibilities Utilizing the Service Desk for incidents Contacting the IT Service Owner to request additions or changes in

established service levels

3.4 Vendor ResponsibilitiesVendor responsibilities and/or requirements in support of this Agreement include:

Vendor provides a mechanism for UNCG staff to request service from vendor A reference copy of any contracts with UNCG will be housed within the ITS-

office Management & Budget..

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4 ITS Service Level Performance and MetricsIncludes service levels identified during technical or functional requirements gathering. If a specific service level is determined that will be tracked the current Metric procedures need to be followed: https://sites.google.com/a/uncg.edu/its-metrics/its-internal-metrics-process

If adding a measurable metric it should have the following:

What is being measured

How is it being measured

What is being done with the results

How frequently will it be reported and to whom

If no Metrics will be tracked this section needs to have the reasons why listed.

4.1.1 General Service Levels List non-measured levels List non-measured levels List non-measured levels List non-measured levels

4.1.2 Specific Service Levels List measured levels (will be referred to later) List measured levels (will be referred to later) List measured levels (will be referred to later) List measured levels (will be referred to later)

5 Hours of Coverage, Response Times and EscalationFor all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 8 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the academic year.

All reported incidents or service requests will be directed through the Service Desk. A case number will be created for all reported incidents or service requests.  As necessary, incidents will be routed to the various support groups via the Service Management System.  Priority assignment, routing, response, and communication or reported incidents will be done per the Incident Management Process.  All parties involved in this agreement agree to adhere to this process for the purposes of handling client reported incidents and service requests.

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5.1 Hours of CoverageService Name is provided enter # hours a day enter # days a week except for periods of planned maintenance. If necessary, outline the difference of coverage for production, testing and validation.

5.2 Incidents

5.2.1 Incident ResponseDescribe any exceptions or delete.

5.2.2 PrioritizationDescribe any exceptions or delete.

5.2.3 Service RequestDescribe any exceptions or delete.

5.3 EscalationDescribe any exceptions or delete.

5.4 InformationDescribe any exceptions or delete.

5.5 Other RequestsRequests for service features and functions not yet implemented can be submitted through ITS Service Owner.

5.6 Service Exceptions to Coverage Describe any exceptions or delete.

6 Requesting ServiceSee the ITS Service Catalog for standard methods of contacting ITS for service.

Online / IT Request (https://6-tech.uncg.edu/) Phone (336-256-TECH (8324))

Describe any exceptions or delete.

7 Maintenance and Service ChangesThe Maintenance Window for Service Name is Enter maintenance window specifics

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ITS Critical events are tracked on the Critical Events calendar located here: https://sites.google.com/a/uncg.edu/criticalevents/

8 PricingDescribe any pricing or significant funding information.

9 Reviewing and Reporting

9.1 System Performance and Availability ReportingQuarterly service performance and availability reports will be published for review.

REFER to measured service level above and describe what it is based on REFER to measured service level above and describe what it is based on REFER to measured service level above and describe what it is based on REFER to measured service level above and describe what it is based on Support response time will be tracked and reported separately as part of the

ITS Service Catalog.

9.2 SLA ReviewsThe Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Designated Review Owner: name - probably the Service Manager, if there is onePrevious Review Date: dateNext Review Date: next scheduled review date

This Agreement will be posted to the following location and will be made accessible to all stakeholders:

Document Location: https://sites.google.com/a/uncg.edu/its-service-agreement/service-agreement-review-dates

10 Approvals

The Divisional Liaisons, respective Department Heads and appropriate ITS Senior Managers approve this document. This document is then published on the ITS

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Service Catalog web site along with other service level agreements. Service level information is integrated into the service page in the ITS Service Catalog.

This section is to be signed by the stakeholder managers listed below. Every stakeholder manager should also be a required approver. It is recommended that this signing occur at a meeting whose sole purpose is to review the final draft and obtain signatures. Signing indicates that Stakeholders have contributed to and reviewed this document and are in agreement with the terms described within it.

An Associate Vice Chancellor’s review and signature is required for all service agreements.

By signing below, all parties agree to the terms and conditions described in this Agreement.

Name Title Signature Date

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